How do I raise the priority of agent to agent or agent to queue transferred calls in Amazon Connect?

Last updated: 2021-08-25

I want to raise the priority of agent to agent or agent to queue transferred calls in my Amazon Connect contact center.

Resolution

Important: To create and edit contact flows, you must log in to your Amazon Connect instance as a user with sufficient permissions in their security profile.

Create a Transfer to queue contact flow

  1. Log in to your Amazon Connect instance.
    Important: Replace the alias with your instance's alias.
  2. In the left navigation bar, hover over Routing, and then choose Contact flows.
  3. On the Contact flows page, choose the arrow icon next to Create contact flow, and then choose Create transfer to queue flow.
  4. In the contact flow designer, for Enter a name, enter a name for the contact flow. For example: Transfer to [your_queue_name] flow
  5. Choose Save.

For more information, see Create a new contact flow.

Add a Play prompt block for your Transfer to queue contact flow

  1. In the contact flow designer, expand Interact.
  2. Drag and drop a Play prompt block onto the canvas.
  3. Choose the Play prompt block title. The block's settings menu opens.
  4. For Prompt, configure the audio prompt that you want to play.
  5. Choose Save.

For more information, see Contact block: Play prompt.

Add a Change routing priority / age block for your Transfer to queue contact flow

  1. In the contact flow designer, expand Set.
  2. Drag and drop a Change routing priority / age block onto the canvas.
  3. Choose the Change routing priority / age block title. The block's settings menu opens.
  4. For Set priority or routing age, configure the priority of contact by either priority or time.
    Note: Contacts are routed by priority. 1 is the highest priority and 5 is the lowest. Contacts are further ordered by time or age in the queue.
  5. Choose Save.

For more information, see Contact block: Change routing priority / age.

Add a Transfer to queue block for your Transfer to queue contact flow

  1. In the contact flow designer, expand Transfer.
  2. Drag and drop a Transfer to queue block onto the canvas.
  3. Choose the Transfer to queue block title. The block's settings menu opens.
    Note: You don't need to set the Transfer to queue block, because the destination of this flow is set later with quick connects.
  4. Choose Save.

For more information, see Contact block: Transfer to queue.

Add a Disconnect / hang up block for your Transfer to queue contact flow

  1. In the contact flow designer, expand Terminate / Transfer.
  2. Drag and drop a Disconnect contact block onto the canvas.

For more information, see Contact block: Disconnect / hang up.

Create a Transfer to agent contact flow

  • Log in to your Amazon Connect instance.
    Important: Replace the alias with your instance's alias.
  • In the left navigation bar, hover over Routing, and then choose Contact flows.
  • On the Contact flows page, choose the arrow icon next to Create contact flow, and then choose Create transfer to agent flow.
  • In the contact flow designer, for Enter a name, enter a name for the contact flow. For example: Transfer to [your_agent_name] flow
  • Choose Save.

Add a Play prompt block for your Transfer to agent contact flow

  1. In the contact flow designer, expand Interact.
  2. Drag and drop a Play prompt block onto the canvas.
  3. Choose the Play prompt block title. The block's settings menu opens.
  4. For Prompt, configure the audio prompt that you want to play.
  5. Choose Save.

Add a Change routing priority / age block for your Transfer to agent contact flow

  1. In the contact flow designer, expand Set.
  2. Drag and drop a Change routing priority / age block onto the canvas.
  3. Choose the Change routing priority / age block title. The block's settings menu opens.
  4. For Set priority or routing age, configure the priority of contact by either priority or time.
    Note: Contacts are routed by priority. 1 is the highest priority and 5 is the lowest. Contacts are further ordered by time or age in the queue.
  5. Choose Save.

Add a Transfer to agent (beta) block for your Transfer to agent contact flow

  1. In the contact flow designer, expand Terminate / Transfer.
  2. Drag and drop a Transfer to agent (beta) block onto the canvas.
  3. Choose Save.

For more information, see Contact block: Transfer to agent (beta).

Note: The Transfer to agent block is a beta feature and works only for voice interactions. If you want an agent to agent transfer flow for voice, see Set up agent-to-agent transfers.

Create and enable a quick connect

Create a quick connect. During creation, do the following:

  1. For Destination, choose any queue for a queue quick connect and agent for agent quick connect, because the contact doesn't actually enter the queue or agent.
  2. For Contact flow, choose the Transfer to queue or agent contact flow that you created depending on your type of quick connect.
  3. Add the quick connect to the queues where you want the agents to see it.

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