Engage offers a variety of settings to adjust its operations based on your preferences. To access and modify these settings, users must have admin access granted through a specific Cognito Group. This article provides a concise overview of these settings to guide administrators.
General Settings
Engage’s primary configuration can be found in this section. It displays information about your Amazon Connect instance, Cognito Authentication details, and Local Measure Channels and Connection. It’s also the place to activate or deactivate Local Measure features like Wisdom Knowledge Base, Voice ID, and resolution code dashboards.
Further down in the general settings tab, you'll find the Color Theming option, allowing customization of interface colors and the addition of logos for both the sidebar and login screen.
Channels
This section focuses on channel settings and any social accounts connected to your Engage platform.
Workflows
Workflows comprise two main areas: Default Workflow and Custom Workflows. The default workflow defines foundational settings for all queues. In contrast, custom workflows allow administrators to modify these settings for specific situations. With workflows, a wide range of actions can be configured including auto-accepting incoming contacts, profile creation, automatic messaging, voice transcripts, interface extensions and after call work (ACW).
Utilities
Utilities enhance the Engage interface by offering agents actionable tasks or dynamic content. They can range from embedding an external webpage within Engage to using a task template, like integrating with JIRA to create new tickets.
Resolution Codes
Resolution codes clarify the outcome of a client's service request. Administrators can add new resolution codes manually or upload them in bulk. The feature also allows codes to be organized into folders for better management.
Snippets
Snippets help agents communicate more efficiently by using preset responses. Within this section, admins can manage snippets, assign them to specific content types, and restrict them to particular queues.
Customer Profiles
This section contains two parts: Matching Rules and Customer Search. Matching Rules determine the attributes used to identify existing customer profiles. If multiple profiles match, agents select the most appropriate profile. Under Customer Search, permissions related to profile searches can be adjusted.
Dashboards
Dashboards are essential for monitoring and management. Here, settings related to dashboard access and viewing rights can be adjusted.
In summary, Engage provides a wide range of customizable settings to ensure compatibility with various operational needs. By familiarizing themselves with these settings, administrators can optimize the platform's performance.