How can agents in my Amazon Connect contact center transfer customers directly to another agent who isn't available?

Last updated: 2020-03-25

I want agents in my Amazon Connect contact center to have the option to directly transfer customers to another agent who isn't currently available. How do I set up contact transfers to do that?

Short Description

Agents in your Amazon Connect contact center each have their own agent queue where they can receive calls, even if the agents aren't currently available. Transferring contacts to agent queues is useful when the transferring agent doesn't need to stay on the call to introduce the customer. For more information, see Transfer Contacts to a Specific Agent.

In a Transfer to agent contact flow, use a Transfer to queue contact block. The following instructions show how to set up the contact flow and an Agent quick connect in the Contact Control Panel (CCP).

Note: In a Transfer to agent contact flow, the Transfer to agent (beta) contact block should be used only when the receiving agent is available. If the receiving agent is unavailable and your agents transfer the call using a contact flow with this block, the transfer fails.

Resolution

Important: To edit a contact flow and create a quick connect, you must log in to your Amazon Connect instance as a user that has sufficient permissions in their security profile.

Create a Transfer to agent contact flow

If you haven't done so already, create a Transfer to agent contact flow.

  1. Log in to your Amazon Connect instance using your access URL (https://alias.awsapps.com/connect/login).
    Note: Replace alias with your instance's alias.
  2. In the left navigation pane, pause on Routing, and then choose Contact flows.
  3. On the Contact flows page, next to the Create contact flow button, choose the down arrow, and then choose Create transfer to agent flow.
  4. In the contact flow designer, for Enter a name, enter a name for the contact flow. (For example, "Transfer to Billing".)
  5. Choose Save.

For more information, see Create a New Contact Flow.

(Optional) Add a Set logging behavior block

In the contact flow designer, expand Set, and then drag and drop a Set logging behavior contact block onto the canvas. In this block's settings, contact flow logging is enabled by default.

Add a Set working queue block

  1. In the contact flow designer, expand Set.
  2. Drag and drop a Set working queue block onto the canvas.
  3. Choose the block title (Set working queue). The block's settings menu opens.
  4. Under Outputs, choose By agent.
  5. Choose Select an agent, and then choose the specific agent whose agent queue you want to transfer contacts to.
  6. Choose Save.

(Optional) Add a Check staffing block

To verify that the receiving agent is available, it's a best practice for contact flows to use a Check staffing block.

  1. In the contact flow designer, expand Branch.
  2. Drag and drop a Check staffing block onto the canvas.
  3. Choose the block title (Check staffing). The block's settings menu opens.
  4. Under Status to check, choose Available, Staffed, or Online.
  5. Select the Queue to check (optional) check box.
  6. Choose By agent.
  7. Choose Select an agent, and then choose the specific agent whose agent queue you want to receive transferred contacts.
  8. Choose Save.

For more information, see Contact Block: Check Staffing.

(Optional) Add a Check hours of operation block

To verify that a contact is occurring during your receiving agent's working hours, it's a best practice for contact flows to use a Check hours of operation contact block.

  1. In the contact flow designer, expand Branch.
  2. Drag and drop a Check hours of operation block onto the canvas.
  3. Choose the block title (Check hours of operation). The block's settings menu opens.
  4. Under Parameters, choose Specific hours (optional).
  5. Choose Search for hours of operation, and then choose the hours of operation that you set for the queue. For example, Basic Hours.
  6. Choose Save.

For more information, see Contact Block: Check Hours of Operation.

Add a Play prompt block

Use a Play prompt contact block to play an audio prompt for the agent. For example, to verify where the customer is being transferred ("Transferring to Billing").

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

Add a Transfer to queue block

In the contact flow designer, expand Terminate / Transfer, and then drag and drop a Transfer to queue contact block onto the canvas. For more information, see Contact Block: Transfer to Queue.

Add another Play prompt block

Use another Play prompt contact block to play an audio prompt for the customer in case of an error.

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

Add a Disconnect / hang up block

In the contact flow designer, expand Terminate / Transfer, and then drag and drop a Disconnect / hang up contact block onto the canvas. This block disconnects the customer in case of an error during the transfer. For more information, see Contact Block: Disconnect / Hang Up.

Finish the contact flow

  1. Add and connect more contact blocks as needed for your use case. For example use cases, see Sample Contact Flows.
  2. Connect all the connectors in your contact flow to a block. Connect them in the following order:
    Entry point > Set logging behavior > Set working queue > Check staffing > Check hours of operation > Play prompt (transfer) > Transfer to queue > Play prompt (error) > Disconnect / hang up.
    Note: Be sure to connect all Error (or similar) nodes to the Play prompt (error) block.
  3. Save and publish the contact flow.

For more information, see Create a New Contact Flow.

Create and enable an Agent quick connect

  1. Create an Agent quick connect. During creation, do the following:
    For Destination, choose the same receiving agent for whom you configured the Transfer to agent contact flow.
    Note: This setting doesn't actually determine the destination agent in this setup. (This setting determines the quick connect destination only if you use a Transfer to agent (beta) block in the contact flow.) Your contact flow's Set working queue block determines the transfer destination.
    For Contact flow, choose the name of the Transfer to agent contact flow that you configured.
  2. Add the quick connect to the queues in which you want agents to see it.

For more information, see Create Quick Connects and How do I create and enable quick connects in Amazon Connect?

Test the setup

  1. Log in to the CCP as an agent in your contact center who can see the quick connect that you created.
  2. Place an outbound call as a test.
  3. Transfer the call using the quick connect. The contact is routed to the receiving agent's queue, and the first prompt plays. When the receiving agent goes available, the call is routed to the agent.