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Hi,
Can i ask some questions: 1- what is the amazon connect instance region? 2- where does the agent located? 3- where does customer located? 4- which country you are using to dial the customer number
You can as well use the below link for measuring any delays
Best Regards, Ramy Hussein
Hi Ramy,
thanks for showing the interest ! here are the details you requested
1- what is the amazon connect instance region? -- US-west-oregon 2- where does the agent located? US and Canada 3- where does customer located? Canada 4- which country you are using to dial the customer number- US
Hi Ramy, if possibly you can review and address , this will be very helpful thanks !
Hi,
From the answers you provided, its hard to say root cause for the 15/20 seconds delay since agents and customers are within the same region. The only thing i can think of is if the agents using VPN can be a reason.
Best Regards, Ramy Hussein
Hi Ramy, agents are not using any VPN , when ever we test any US phone num it works with super speed and connects the agents and customer in 3-4 secs Max. but when Canada num is dialed this seems problematic only and takes sometimes 20-30 Secs, sometimes , 40-50 Secs and sometimes 8-10 Secs. not sure how is this happening .
Hi Ramy, when customer say hello and answers the Call , there is a silence of 4-5 secs and then Call is getting connected with the agent , so how this works is --
Call placed by amazon pinpoint journey -->customer answers the Call and says Hello -->silence of 4-5 Secs-->welcome prompt-->call connected with agent.
This silence we want to remove and not sure how this is coming to customer.
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