Tag Archive for: Queue Management

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…
Recording voice icon

Configuring Amazon Connect Voice Mail

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Configuring Amazon Connect Voice Mail For several years we have been deploying a modified version of the Amazon Connect Voice Mail solution as published by the AWS team to GitHub!   When Amazon Connect first hit the market in 2017, it was…
Customer waiting on a telephone call

Powerful Amazon Connect Call Back from Queue Configuration Strategies!

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The Amazon Connect Call Back from Queue Dilemma! Assume you have a call center that follows the sun from coast to coast!  You team starts in NY at 7AM EST and ends in California at 7PM PST.    You offer call back options to callers waiting…
Tips and tricks smartphone illustration

Amazon Connect Transfer to Queue or Transfer to Flow?

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When to Transfer to Flow and Why? A typical call flow might have a caller reach an IVR Call Tree that offers options to reach different departments and workgroups in your company.   "Thank you for calling, Press 1 for Sales, Press 2 for Customer…
Telephone keypad call options

Direct Extension Dialing and queue based Voice Mail for Amazon Connect!

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Call Center with PBX like features? One of the most requested features folks deploying Amazon Connect typically ask for is the ability to directly dial an extension to reach a specific agent or team member.   Clearly Amazon Connect is not…
Helpful tips sticky note

Amazon Connect Lets folks text a request for call back!

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Is Call Back from Queue really that smart an option? Would of the current strategies for managing a customer interaction while waiting in queue is to offer a call back when an agent becomes available.   This option is offered to the caller…
Contact center headset icon

Amazon Connect Email Routing using Dextr.Cloud

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The Dextr Dashboard for Amazon Connect Agents has added email routing to its existing voice and SMS/MMS channels.   Similar to a voice call, an incoming email message is routed to the next available in the queue assigned for email.   Dextr…
Workforce management agents and clock illustration

Amazon Connect Arrange a Call Back from Queue?

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Setting up options for Callers waiting in Queue for "the next available representative" often include offering a call back option. Generally, it is a best practice to not offer this option immediately but queue the caller for some time…

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