Usage Guide

Overview

The Usage section of this guide provides some detailed views of Agent Hub working with Amazon Connect Agent Workspace.

Pre Requisites

If you have not already done so, please complete the Post-Deployment steps, found in the Solution Deployment section.


Agent Hub - My Resources

My Resources


NOTE: If a supervisor updates an agent's routing profile, the agent workspace must be refreshed to receive the updated routing profile.


Agent Hub - My Contact History

My Contact History


NOTE: An agent's contact history is updated on completion of the contact record being processed by Contact Lens. This can take a few minutes depending on the length of the call, call volume and other factors related to Amazon Connect.

Agent contact history is displayed for the last seven days.


Agent Hub - Customer History

Customer History


NOTE: Customer history records are searched for using 'account number' attribute first, and if not available, then 'CallingNumber' attribute. It is displayed on agent acceptance of the incoming contact. It is also available for outbound calls, provided the outbound flow has the 'CallingNumber' attribute set in this flow.
Customer history displays the three most recent records from the last seven days.
Currently, this supports voice calls only.