quick connections on agent panel

To make quick connects appear in the agent panel (Contact Control Panel or CCP) in Amazon Connect, you need to follow these steps:

1. Ensure that the quick connects are added to the appropriate queue. This is a crucial step that's often overlooked. Even if you've created the quick connects, they won't appear in the CCP unless they're associated with the queue the agent is working on.

2. Go to the "Routing" section in the Amazon Connect console, then select "Queues."

3. Choose the queue you want to add the quick connects to, or create a new queue if necessary.

4. On the queue configuration page, you'll find a "Quick connects" box. Search for the quick connects you've created and select them to add them to the queue.

5. Save your changes.

It's important to note that user and queue quick connects will only appear in the CCP when an agent goes to transfer a contact. They won't be visible at other times.

If you've followed these steps and still can't see the quick connects, double-check the following:

• Verify that the agent is assigned to the correct queue where the quick connects are added.
• Ensure that the agent's routing profile includes the queue with the quick connects.
• If you're specifically looking for phone number quick connects and can't see them, confirm that they have been added to the queue as described above.

Also, keep in mind that there's a limit of 700 quick connects that can be added to a queue. If you've exceeded this limit, some quick connects may not appear.

By following these steps and verifications, you should be able to make your quick connects visible in the agent panel.
Sources
Troubleshoot quick connects issues in Amazon Connect | AWS re:Post
Create quick connects in Amazon Connect - Amazon Connect
Set up agents in Amazon Connect to assign tasks to themselves - Amazon Connect
Use the CCP in Amazon Connect to make a call while on a chat - Amazon Connect