Quick connects in Amazon Connect are shortcuts for transferring contacts to a queue, a specific agent, or an external number. They help agents efficiently handle contacts by reducing the steps required for a transfer.
Creating quick connects
When you create a Quick Connect, you specify the following:
- Type: Determines where the contact can be transferred. It could be a queue, a user, or an external number.
- Destination: The specific queue, user, or number where the contact will be transferred.
- Description: A short note to describe the purpose of the quick connect.
- Phone Type: For 'External Number' type, you also specify whether it's a Direct Inward Dial number (DID) or a Toll-Free number.
Note: E.164 format is required for external phone-number-based quick connects
Here's how to create quick connects:
- In the Amazon Connect Dashboard go to Routing and then Quick connects.
- Click Add quick connect.
- Fill out the details like name, description, type, and contact destination.
- Save the quick connect.
Remember, Quick Connects are made available to agents through routing profiles. You can assign multiple Quick Connects to a routing profile, providing agents with various transfer options based on the current contact or situation.
For more information on quick connects please see the AWS documentation:
https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html