How Are Quick Connects Determined On Agent Queue Calls
We are standing up a contact center where some calls are delivered directly to a representative. The caller inputs the extension, lambda and dynamo DB are configured to return a username. The call is routed using Block Type: Set working Queue; By Agent; Set Dynamically with that External Value for username. This is working perfectly. When representatives receives a call this way, it shows the queue as "Agent Queue".
Because our contact center has more than 50 queues we cannot list all quick connects and are managing then on a queue-by-queue basis. For direct to agent calls, I only want them to be able to transfer to the Escalation Queue and the General Queue, not to the other 60 queues but I cannot figure out how the Quick Connect list is determined for representatives when they are handling a call on the "Agent Queue". It seems like it might be related to the queues in their routing profile, but I have been unable to determine what the logic is -- if that is even involved.
How do I configure the quick connect list for calls that route directly to an agent?
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- Business Applications
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- Amazon Connect
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asked 2 years ago614 views
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I assume the issue is that your agent sees all QCs for all the Qs in their RP. That's the way it works though. The only option you have is to use a custom CCP to filter our the QCs the agent is able to see.
david
answered 2 years ago
Oh, thank you that might be what I was missing! To confirm, the Quick Connects visible to a rep on an agent direct call are all the Quick Connects for every queue in their Routing profile? I looked everywhere I could think of and never saw that bit of information (QC are inherited in aggregate from Routing Profile on a direct to agent call). Do you happen to have a source I can reference?
EDIT, DISREGARD : [And therein lies the problem, there are agents who may have more than 50 quick connects when we account for all the queues assigned to them by the routing profile. It's not necessarily a problem for the other QC to be visible, I just need to ensure that Escalation Queue and the General Queue are there and the limit is 50.] -- After further Testing we have identified that Agent Queue calls are not limited to 50 QC.