We want to use Amazon Connect for multiple clients.

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**Use Case: **We would like all calls routed to one agent queue. We don't have a lot of agents but our agents have the ability to service all clients.

Use Case: We would like each inbound call to the agent queue to have the customer’s specific branding displayed to the agent. This will help us identify the client better.

Use Case: When an agent answers the call, we would like to restrict the S3 data available to the agent. We would like the Agent to only access data records specific to that Customer, i.e. name, date of birth, phone number, cases, previous notations, previous call records etc…

**Use Case **- We want to use Amazon Wisdom for these clients as well but don’t want our agents to have access to all Wisdom content. We would like to restrict the Wisdom search results to Wisdom content pertaining to the specific Customer.

asked a year ago293 views
1 Answer
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Use Case: We would like each inbound call to the agent queue to have the customer’s specific branding displayed to the agent. This will help us identify the client better. Very easy to do with an attribute and a custom CCP.

Use Case: When an agent answers the call, we would like to restrict the S3 data available to the agent. We would like the Agent to only access data records specific to that Customer, i.e. name, date of birth, phone number, cases, previous notations, previous call records etc… I'm not sure I understand the S3 and agent relationship, but the customer data you mention and the first item can be solved the same way.

**Use Case **- We want to use Amazon Wisdom for these clients as well but don’t want our agents to have access to all Wisdom content. We would like to restrict the Wisdom search results to Wisdom content pertaining to the specific Customer. I'm not sure on this one. If an agent can handle any client, why the restriction? Aren't you better served by tagging your knowledge with the customer name to ensure the most accurate hit?

david

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dmacias
answered a year ago

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