Book Image

Amazon Connect: Up and Running

By : Jeff Armstrong
Book Image

Amazon Connect: Up and Running

By: Jeff Armstrong

Overview of this book

Amazon Connect is a pay-as-you-go cloud contact center solution that powers Amazon’s customer contact system and provides an impressive user experience while reducing costs. Connect's scalability has been especially helpful during COVID-19, helping customers with research, remote work, and other solutions, and has driven adoption rates higher. Amazon Connect: Up and Running will help you develop a foundational understanding of Connect's capabilities and how businesses can effectively estimate the costs and risks associated with migration. Complete with hands-on tutorials, costing profiles, and real-world use cases relating to improving business operations, this easy-to-follow guide will teach you everything you need to get your call center online, interface with critical business systems, and take your customer experience to the next level. As you advance, you'll understand the benefits of using Amazon Connect and cost estimation guidelines for migration and new deployments. Later, the book guides you through creating AI bots, implementing interfaces, and leveraging machine learning for business analytics. By the end of this book, you'll be able to bring a Connect call center online with all its major components and interfaces to significantly reduce personnel overhead and provide your customers with an enhanced user experience (UX).
Table of Contents (17 chapters)
1
Section 1: Planning
6
Section 2: Implementation

Assigning user permissions

Before we can see the Contact Lens output, we need to allow administrators and managers to access it. By default, the Admin and CallCenterManager security groups have access to Contact Lens data. If you are using these groups then no changes are necessary. If you have created your own security profiles, you need to ensure that the settings are correct for them to view Contact Lens data.

Access the security profiles via the left-hand menu, as we did before in Chapter 5, Base Connect Implementation. Edit the security profile that you wish to have Contact Lens capabilities. You will be presented with the following screen. Select the dropdown for Metrics and Quality, as illustrated here:

Figure 12.8 – User permissions

When this screen expands, you will be presented with all of the security settings available, as shown in Figure 12.9. There are three primary settings to be concerned with, as follows:

  • Contact Lens -...