Amazon Connect CCP (Agent Desktop) Walkthrough

May 15, 2018

I was talking to a few people about Connect and we were focusing on the agent desktop. For someone who is coming from Cisco Finesse, CCP is a big departure and I couldn’t find a good resource which showed all the out of the box functionality in a concise way. So, here it is. Everything you need to know about straight out of the box CCP.

CCP Highlights

  • 100% web-based.
  • Uses WebRTC and Opus audio codec.

Login Screen

  • Can be integrated to SSO.
  • Allows for password self-service.

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Initial Screen

  • Will set you to whatever state you last had before you logged off or killed the client.
  • Transfer buttons are semi context aware (more on this later).
  • Agent status/state menu.
  • Log out is not a state, but a separate button.
  • Ability to get calls via a hard phone/PSTN instead of over the web.
  • Ability to download agent side logs (JSON format) from first login to right now.
  • Multi-lingual support 8 languages.

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Call Screen

  • Agent whisper of queue name.
  • ANI of caller.
  • Transfer numbers based on queue name.
  • Can transfer to another queue, another agent, or external. Can even transfer to yourself which makes no sense.
  • Multi line support.
  • Can make outbound calls manually.

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~david

posted in Amazon Connect, Technology by dmacias

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