The Engage Voice for Zendesk app opens up a world of possibilities for call center level voice solutions, enhancing functionality, streamlining workflows, and elevating the overall customer experience. This article provides essential guides and articles to help maximizing the potential of the Engage Voice app. Within, you'll find a curated list of additional articles and resources designed to empower you with the knowledge and tools necessary to optimize and expand your app integration. Whether you are looking to improve existing features or explore new capabilities, this guide will help you unlock the full power of your Engage Voice for Zendesk solution.
Amazon Connect
Contact Flows:
A flow defines the customer experience with your contact center from start to finish. Amazon Connect includes a set of default flows so you can quickly set up and run a contact center. However, you may want to create custom flows for your specific scenario.
[.callout-primary--info]Follow this link to read up more about Contact Flows.[.callout-primary--info]
Queues:
There are two types of queues, standard and agent queues. Standard queues: This is where contacts wait before they are routed to and accepted by agents. Agent queues - These queues are created automatically when you add an agent to your contact center.
Contacts are only routed to agent queues when explicitly sent there as part of a flow. For example, you might route contacts to a specific agent who's responsible for certain customer issues, such as billing or premium support. Or you might use agent queues to route to an agent's voice-mail.
[.callout-primary--info]Follow this link to read up more about Queues.[.callout-primary--info]
Enabling Contact Lens Writeback
When logging Contact Attributes in Amazon Connect via Contact Lens, the following steps are required to allow Connect to send those attribute data to Zendesk.
[.callout-primary--info]Follow this link to read up more about.[.callout-primary--info]
Agent Status
Agents are able to manage their status either in Zendesk or Engage Voice. To enable the synchronisation of statuses between Zendesk and Engage Voice, the following steps can be followed.
[.callout-primary--info]Follow this link to read up more about.[.callout-primary--info]
Agent Presence
The Agent Presence feature in Engage is designed to help customer service agents easily transfer calls to other available agents within your team. This guide walks you through the steps of using this feature and its key functionalities.
[.callout-primary--info]Follow this link to read up more about Agent Presence.[.callout-primary--info]
Smart Notes
Smart Notes is a new feature in Engage for Amazon Connect that utilizes Generative AI to automatically summarizes a contact and then suggest a note for the Agent to add to the Contact in After Call Work.
[.callout-primary--info]Follow this link to read up more about Smart Notes.[.callout-primary--info]
Smart Resolution Codes
Smart Resolution Codes automate the process of categorizing Contacts. Smart Resolution Codes reduce the time required to categorize contacts whilst simultaneously improving the accuracy of categorization, ultimately leading to better insights for contact center managers.
[.callout-primary--info]Follow this link to read up more about Smart Resolution Codes.[.callout-primary--info]
Alert Banners
It's critical that your Agents are aware of important information when communicating with your customers. Alert Banners allow Engage Admins to configure messages that appear to Agents within Engage, making it easy to communicate important information such as network outages, flight delays or severe weather to your team, ensuring that they have the relevant information at hand when communicating with your customers, without ever having to leave Engage.
[.callout-primary--info]Follow this link to read up more about Alert Banners.[.callout-primary--info]