When you are marked as Available, you will receive contact center calls through your agent CCP. You can choose to answer or decline the call. You have 20 seconds to answer the call when it rings on your desktop before it is returned to the queue, and you are put in an unavailable mode.
Answering
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When you answer an inbound call, your CRM tool will automatically display the customer account information if a match is found.
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the Call
To answer a call, click the Answer call button
You may hear a whisper message when you answer the call to help you determine information about the caller or the queue the call came in on
Declining the Call
To decline a call, click the Reject call button
You will automatically decline a call if it rings at your CCP for 20 seconds. In this case you will be put in to a Missed Call state and you must click Close Contact in order to become Available again
Your supervisor or manager will provide guidance on whether declining a call is an acceptable practice.
Ending the Call
End Call:
Click End Call when you are ready to hang up. up
Wrap-Up Mode:
After the call is completed, you will be put in wrap-up mode. , sometimes called ACW or After Call Work
This mode will only be completed when you click Close Contact.
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Demonstration Video
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For the official AWS guide on this lesson you can visit https://docs.aws.amazon.com/connect/latest/adminguide/accept-calls.html |
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