How does the agent know when new calls come in so that they can put the existing call on hold and answer the new call?

0

I need a way to notified all agents when a new call in the queue so that the agent quick transfer the current contact back to the queue and take the new call if it has priority

2 Answers
1

Hi,

If you’re using the default CCP/Workspaces, then give the agents access to real-time dashboards/reports.

Thx Dan

DanB
answered 13 days ago
  • This is the best way, but I would say you’re trying to solve a an issue of staffing with technology. If you don’t have enough staff to handle calls, I would not rely on technology to truly solve this.

0

You can use the "Rules" features to generate an alert--either email or an EventBridge event would be most useful, instead of task. https://docs.aws.amazon.com/connect/latest/adminguide/connect-rules.html

If you select an EventBridge event, you can then subscribe an SNS topic to alert other channels when these EventBridge events are triggered. Via a lambda, you could even send a message to a Microsoft Teams channel when the Rules criteria is matched.

profile picture
answered 9 days ago

You are not logged in. Log in to post an answer.

A good answer clearly answers the question and provides constructive feedback and encourages professional growth in the question asker.

Guidelines for Answering Questions