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Hi,
If you’re using the default CCP/Workspaces, then give the agents access to real-time dashboards/reports.
Thx Dan
answered a year ago
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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.
answered a year ago
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- asked 10 months 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.