How do I allow agents in my Amazon Connect contact center to transfer contacts using the CCP?

Last updated: 2021-12-02

I want agents in my Amazon Connect contact center to be able to transfer contacts using the Amazon Connect Contact Control Panel (CCP). How do I set that up?

Short description

To allow agents in your Amazon Connect contact center to transfer contacts using the CCP, use quick connects.

To create and activate quick connects, do the following:

1.    Create or edit Agent, Queue, or External quick connects based on the type of transfer that you're using.

2.    Add the quick connect to the queues used in your contact flows.

3.    Add the queues used in your contact flows to your agents' routing profile.

For more information, see Set up contact transfers.

Note: You can't delete quick connects. You can reuse them by changing the type, destination, and contact flow on the Quick connects page. Or, you can remove them from a queue on the Edit queue page so that agents can't see them in the CCP. Configured Agent and Queue quick connects appear in the CCP only when an agent is on an active contact. External quick connects appear in the CCP at all times.

Resolution

Create or edit Agent, Queue, or External quick connects based on the type of transfer that you're using

1.    Log in to your Amazon Connect instance using your access URL (https://domain.awsapps.com/connect/login -or- https://domain.my.connect.aws).

Important: You must log in as a user that has Edit and Create permissions for quick connects. For more information, see Security profiles.

2.    Follow the instructions in Create quick connects.

Add the quick connect to the queues used in your contact flows

Follow the instructions in Allow agents to see quick connects.

Add the queues used in your contact flows to your agents' routing profile

Confirm that the queues that include your activated quick connects are in a routing profile assigned to the agents who will use the quick connects.

For more information, see Set up routing.

Important: Routing must be configured correctly for your quick connects to appear in the CCP.


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