Calls quality on amazon connect

Question

I am having some quality trouble on my call center 
This call center doesnt have agents online so it Transfers all the calls to a "Desk Phone" of the agents (amz connect calls the agent phone number) and the agents talk to the clients with their own phones.

My question is what can I do to improve the quality in the calls?

Im located in Mexico using the Oregon AWS Server. If I change to another server would that help?

thanks

Answer

Please refer the link. Here it list some suggestions for Improving call quality on agent workstations.
https://docs.aws.amazon.com/prescriptive-guidance/latest/patterns/improve-call-quality-on-agent-workstations-in-amazon-connect-contact-centers.html

Additionally, run this tool to get KPIs for your endpoint agains your connect instance. This will help troubleshooting.

https://www.connect-tools.net/endpoint-test/

Answer

Hi,

1- You can do test through https://www.connect-tools.net/endpoint-test/ to determine whether there are a delay or not will impact agents/customer.
2- Make sure that your start point ( customer ) or your endpoint ( agent ) are located in the same Region you have AWS Connect deployed. ie: if your customers or agents are in Mexico then you should have US East or US West Region. 
3- Try to decrease the hops in the middle, number transfer to number transfer to number as many hops can cause latency and quality issues. i would suggest customer call one of AWs connect numbers directly.

Best Regards,
Ramy Hussein

Calls quality on amazon connect

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