Harte Hanks Employee Applications

C E L E B R A T I N G

Y E A R S

Amazon Connect

Agent Training

April 2023

Learning Objectives

01

Identify the main parts of the Contact Control
Panel.

2

02

Outline steps on how to handle calls and navigate
the softphone dashboard.

03

Summarize important reminders when using
Amazon Connect.

By the end of this lesson, you should be able to:

AWS Connect

3

•Cloud-based contact center.

•Enables customer service representatives to

respond to phone calls or chat inquiries from

end customers just as if the contact center

was managed on premises.

CCP – Contact Control
Panel

4

CCP - Contact Control Panel

5

The Contact Control Panel allows us to interact

with customer contacts - Receive calls, chat with

contacts, transfer to other agents, put them on

hold, and perform other key actions.

CCP - Contact Control Panel

6

Manage chat contacts.

Log in and out, set your
language preferences and
phone type.

Manage voice contacts.

Set your status.

Name of the agent

signed in.

Dial a number or
enter digits into an
IVR menu.

Choose a predefined

destination to transfer

contact or dial an external

transfer.

Overview

7

Overview

8

• Dashboard/Opening Softphone

• Reminders: Before you Begin

• Changing Status

o Next Status

• Answering Calls

• Outbound Dialing

• Transferring Calls

• Ending Calls

• Login/Logout

• Download Agent Logs

Dashboard/Opening Softphone

9

•Go to hartehanks.awsapps.com/start to access Amazon

Connect

•Your dashboards will reflect your role in the Contact Center

(Agent, Supervisor, Admin).

•Select the phone icon in the top right to open the Contact

Control Panel.

•Your CCP will open in a new window.

Reminders: Before you Begin

10

•Make sure you are using Chrome or Firefox.

•If possible, connect your computer to the internet using an ethernet cord

instead of via Wi-Fi.

•Make sure your microphone has access.

oYou may be prompted to activate, if not, you can find this in your

browser’s settings.

11

• To change your status on the CCP, click the change status

dropdown then select the status that you would like to change

to.

• This is where you would select lunch or break.

Changing Status

Next Status

12

• The Next Statusfeature allows you to pause new contacts from

being routed until your current contacts are finished.

Next Status

13

• The Next Statusfeature allows you to pause new contacts from

being routed until your current contacts are finished.

• While on a call, you can set your status to either a custom status

such as lunch, or you can set it to Offline.

Answering Calls

14

• To answer a call, you must be in an Available state.

Answering Calls

15

• To answer a call, you must be in an Available state.

• Select Accept Call.

Answering Calls

16

• To answer a call, you must be in an Available state.

• Select Accept Call.

• If a call is Missed, you must select Close Contactto start

receiving calls again.

Outbound Dialing

17

• To make an outbound call, select the Number Pad.

Outbound Dialing

18

1234567890

• To make an outbound call, select the Number Pad.

• Enter the number then click Call.

Transferring Calls (Quick Connect)

19

Quick Connects is a way for you to create a list of destinations

for common transfers like a Speed Dial.

Follow these steps to use Quick connects:

1. While you're on a call, choose Quick connectson the CCP.

The available transfers will be shown on the screen.

Transferring Calls (Quick Connect)

20

Quick Connects is a way for you to create a list of destinations

for common transfers like a Speed Dial.

Follow these steps to use Quick connects:

1. While you're on a call, choose Quick connects on the CCP.

The available transfers will be shown on the screen.

2. Select the desired destination then click Call.

Transferring Calls (Quick Connect)

21

Quick Connects is a way for you to create a list of destinations

for common transfers like a Speed Dial.

Follow these steps to use Quick connects:

1. While you're on a call, choose Quick connects on the CCP.

The available transfers will be shown on the screen.

2. Select the desired destination then click Call.

3. After the call is connected to the transfer destination, you can

choose Join and you will be in a conference call.

Transferring Calls (Quick Connect)

22

Quick Connects is a way for you to create a list of destinations

for common transfers like a Speed Dial.

Follow these steps to use Quick connects:

1. While you're on a call, choose Quick connects on the CCP.

The available transfers will be shown on the screen.

2. Select the desired destination then click Call.

3. After the call is connected to the transfer destination, you can

choose Join and you will be in a conference call.

4. When the call is joined, the three of you can talk. Choose

Leave callto complete the transfer and exit the call.

Transferring Calls (Number pad)

23

Follow these steps to transfer to a number that is not in your

Quick Connects list:

1. Click Quick Connects.

Transferring Calls (Number pad)

24

Follow these steps to transfer to a number that is not in your

Quick Connects list:

1. Click Quick Connects.

2. Select the Number Pad.

Transferring Calls (Number pad)

25

1234567890

Follow these steps to transfer to a number that is not in your

Quick Connects list:

1. Click Quick Connects.

2. Select the Number Pad.

3. Enter the number to transfer to.

1234567890

Transferring Calls (Number pad)

26

Follow these steps to transfer to a number that is not in your

Quick Connects list:

1. Click Quick Connects.

2. Select the Number Pad.

3. Enter the number to transfer to.

4. Select Call. This will put the initial call on hold when the third

party connects.

1234567890

Transferring Calls (Number pad)

27

Follow these steps to transfer to a number that is not in your

Quick Connects list:

1. Click Quick Connects.

2. Select the Number Pad.

3. Enter the number to transfer to.

4. Select Call. This will put the initial call on hold when the third

party connects.

5. Click Join to connect the three calls to warm transfer.

Transferring Calls (Number pad)

28

Follow these steps to transfer to a number that is not in your

Quick Connects list:

1. Click Quick Connects.

2. Select the Number Pad.

3. Enter the number to transfer to.

4. Select Call. This will put the initial call on hold when the third

party connects.

5. Click Join to connect the three calls to warm transfer.

6. Choose Leave callto complete the transfer and

exit the call.

Ending Calls

29

To end a call, simply click End call.

Login/Logout

30

At the end of your shift, you need to change your status to

Offline.

Download Agent Logs

32

It is important to download these logs before you sign out for

the day.

To download this, go to Settings then click the DownloadLogs

button.

The agent-log.txtfile will be saved to your browser's default

directory. This is the file that can be sent to Amazon for review.

Login/Logout

31

At the end of your shift, you need to change your status to

Offline.

You will also need to log out. Click Logout.

This is very important to remember as it will lead to incorrect

login/logout reports if not followed.

Summary

33

Important Reminders

34

•It is VERY important to remember to set your status to Offline before logging out for the day.

•You must be in the Available state to receive incoming interactions.

•Quick Connects are a pre-set speed dial that you can use to transfer calls to other agents, queues, or external

phone numbers.

•In order to transfer a call, you will place the initial call on hold, call out to the new party via Quick Connects or

manual dialing, and then press the join button to join the calls together.

•Agent logs are a useful way to troubleshoot issues that may occur on calls and can be downloaded from the

Settings > Download Logs button.

•DO NOT REFRESH YOUR BROWSER WHILE ON A CALL.

•Use Google Chrome to access Amazon Connect.

•Clear your web browser cache periodically.

•Reboot your computer regularly.

•DO NOT keep numerous tabs and apps open if they are not needed.

Thank You

www.hartehanks.com