Agent Experience articles within Amazon Connect.

AgentHub queue and team visibility dashboard

AgentHub for Amazon Connect: Team Visibility, Agent Chat, and Call Parking

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An Amazon Connect agent can see the customer interaction in front of them. But can they see who else is available, what is happening in the queues they support, or which teammate can help right now? That missing team awareness matters. Contact-center…
Agent queue selection interface

"Pick and Park" feature?

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Pick & Park™ for Amazon Connect – Finally, Real Agent Call Control Amazon Connect is amazing – but sometimes, agents need more control than a routing flow can provide. That’s why we created Pick & Park™, a pair of features designed…
Agent queue cherry picking illustration

Amazon Connect Pick a Caller from Queue?

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Would You Let Agents “Cherry Pick” Callers from the Queue? Not everyone agrees with the idea—but in some situations, allowing agents to “cherry pick” callers can save time and improve the customer experience. By default, Amazon…
Dextr Flex agent dashboard

Agent Step-by-Step Guide

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Amazon Connect Agent Scripts? We have been very impressed with Amazon Connect's growing move into an embedded CRM.  Customer Profiles and Cases are powerful capabilities that are now integrated in the "pay only for what you use" cloud based…
Voice message mobile illustration

Amazon Connect - Play Pre-Recorded messages to remote Voice Mail?

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Recorded Message Use Case In an outbound  call center an agent may make several hundred phone calls each and every working day.     When the person they dialed does not answer and the call is forwarded to voice mail, the Agent leaves a…
Helpful tips letter tiles

Dextr adds Global Quick Connects for Amazon Call Centers!

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  Dextr Quick Connects Dextr has always had a “directory” service that enabled agents to transfer callers in and out of the Amazon Connect instance, typically to the company PBX. Dextr now makes it possible to add contacts to the…
Contact center and mobile pricing illustration

The ROI of the Dextr Dashboard for Amazon Connect Call Centers!

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Features development for Amazon Connect is limited only by your imagination. To realize your call center dream however, requires an army of software engineers and outside consultant. Optionally, you could just use a Dexter Dashboard at .007 a logged in minute!
Multichannel contact center icons

Dextr a Customized Agent Dashboard for #Amazon Connect Call Center!

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AWS Connect CCP Building out call centers on AWS, you learn a lot about opportunities for productivity enhancements!   One of the first issues that we noted was that the standard Contact Control Panel or CCP, which is basically a WebRTC soft…

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