How do I create and enable quick connects in Amazon Connect?

Last updated: 2019-10-10

I want my agents to be able to use quick connects to transfer calls in the Amazon Connect Contact Control Panel (CCP). How do I create and enable quick connects?

Short Description

In your Amazon Connect instance, create Agent, Queue, or External quick connects, depending on the type of contact flows that you're using. Add the quick connects that you create to queues used in your contact flows. Then, add those queues to your agents' routing profile. For more information, see Overview of Steps.

Note: Configured Agent and Queue quick connects appear only in the CCP when an agent is on an active call. External quick connects appear in the CCP at all times.

Resolution

  1. Log in to your Amazon Connect instance using your access URL (https://domain.awsapps.com/connect/login), replacing domain with your instance's domain.
    Note: You must log in as a user that has Edit and Create permissions for quick connects. For more information, see Assign Permissions: Security Profiles.
  2. In the left navigation bar, do the following:
    To add and edit quick connects, pause on Routing, and then choose Quick connects.
    To enable quick connects, pause on Routing, choose Queues, choose a queue, and then add them on the Edit queue page.
    For more information, see Create Quick Connects.
  3. Confirm that the queues with your quick connects enabled are in a routing profile assigned to the agents who will use the quick connects. Routing must be correctly configured for your quick connects to appear in the CCP. For more information, see Set Up Routing.

Note: At this time, 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.


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