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Improving Contact Center Efficiency with Real-Time Queue Monitoring and Automation in AWS
Discover how using Amazon Connect in conjunction with AWS tools can transform contact center operations. Real-time queue monitoring and automation reduce manual workloads, improve resource allocation, and enhance scalability, empowering supervisors to deliver better customer experiences with data-driven efficiency.
Cisco UCCE Outbound Dialer IVR Campaign Log Walkthrough
I wanted to document this specifically as I feel it’s the most complex flow you will see within UCCE. Before you go through this you will absolutely want to get familiar with the documentation as there are a lot of moving pieces. The diagram below comes straight from said documentation and should help you visualize what you see the logs doing.
AWS CLI with SSL and Multiple AWS Instances
I’m ramping up to start a new Amazon Connect project and similar to what I did in the past I wanted to capture as many useful tidbits as I run into in the hopes that they will both help me remember things and help others doing similar things. In this blog we’re going to talk about setting up the AWS CLI when you have multiple AWS instances and are using SSO.
Troubleshoot RTP issues with WireShark when using Jabber or IP Communicator
This was an interesting one that I wanted to document. We have our agents and supervisors on either VDI Jabber or Windows Jabber or CIPC and we could not get silent monitoring to work. When the supervisor activated it everything looks correct, but there was no audio for the supervisor while the agent and caller had no issues. Supervisor could then barge in to the call and audio would work just fine. Here are the steps we took to troubleshoot this.
How does Amazon Connect CCP Agent Login and Logout Work
I didn’t think a call center platform could make the topic of an agent login and logout interesting, but Amazon Connect has figured out a way to make me question my sanity with the design decision they have made.
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