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Amazon Connect Team Leader Guidance

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Amazon Connect Team Leader Guidance KA

NCC PACE Knowledge Management Portal

Exported on 2024-12-03 21:51:42

Page 34 of 133

NCC PACE Knowledge Management Portal – Amazon Connect Team Leader Guidance KA

Table of Contents

1 General …………………………………………………………………………………………………………………. 4 2 Procedure ……………………………………………………………………………………………………………… 5 2.1 To be used by NCC. …………………………………………………………………………………………….. 5 3 General information ………………………………………………………………………………………………. 6 4 How to log in as a NCC Team Leader …………………………………………………………………….. 7 5 How to change a NCC Service Officers status………………………………………………………… 8 6 How to listen to a live call ……………………………………………………………………………………. 10 7 How to take over a live call ………………………………………………………………………………….. 12 7.1 To take over a live call you need to: ……………………………………………………………………… 12 8 How to barge into webchat ………………………………………………………………………………….. 15 9 How to view queue data ………………………………………………………………………………………. 17 10 How to use Real-time Metrics Reports ………………………………………………………………. 19 11 How to listen to call recordings ………………………………………………………………………… 20 12 Further information ………………………………………………………………………………………….. 22 12.1 Please refer to: ……………………………………………………………………………………………….. 22 13 Document owner and approver ………………………………………………………………………… 23 14 Feedback …………………………………………………………………………………………………………. 24

FOI 24/25-0615

NCC PACE Knowledge Management Portal – Amazon Connect Team Leader Guidance KA

Sept 25, 2024 06:03

General – 3 Page 36 of 133

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NCC PACE Knowledge Management Portal – Amazon Connect Team Leader Guidance KA

General

  • General information

General – 4 Page 37 of 133

Procedure

Use this link to navigate back to KNOWA 2.0 home page. S47E (d) - Certain Operations of agencies KNOWA 2.0 Home page Search here to find NCC knowledge articles and guidance.Search

To be used by NCC.

This article assists you to:

  • Understand Team Leader functionality in Amazon Connect
  • Use Amazon Connect to support and manage NCC Service Officers

05/09/2024 New section added ‘How to barge into webchat’ new feature available for Team Leaders to barge into the chat when needed.

Procedure — 5 Page 38 of 133

General information

This resource is for NCC Team Leaders only and provides Amazon Connect instructions around how to:

  • Log in as a NCC Team Leader.
  • Change a Service Officer’s status.
  • Listen to a live call.
  • Take over a live call.
  • View queue data.
  • Real-time Metrics Report.
  • Listen to call recordings.
  • How a Service Officer can disable call recordings.

How to log in as a NCC Team Leader

To log into Amazon Connect you need to open your My Apps (microsoft.com) Select the Amazon Connect: NCC Production tile. Once you have selected the tile, this will automatically launch the Amazon Connect Dashboard.

No username or password is required to log in to Amazon Connect. If you are unable to locate the Amazon Connect: NCC Production tile, please refer to the Amazon Connect App Access Request Process TL.

5 How to change a NCC Service Officers status

NCC Service Officer’s manually set their status in the Contact Control Panel (CCP). However, on the real-time metrics report, Leaders can manually change the Agent Activity status of an NCC Service Officer. This overrides what the NCC Service Officer has set in the CCP.

To change a NCC Service Officer’s status:

  • To choose the Service Officer who you want to change their status, the Analytics and Optimisation icon on the left side of your screen.

Figure 1 Image of the Analytics and Optimisation icon which appears as a bar graph

  • Select Real-time metrics.
  • From the Real-time metrics screen select the Agents button.

Figure 2 Image of the Agents button which has an icon of people

  • Find the applicable NCC Service Officer from the Agent list.
  • Next to the NCC Service Officer in the Agent Column you will see their current active status. Select the downwards arrow next to their current status.

Agents

Agent Login Channels Activity
John All channels Offline [-]
Voice Available
Chat total

Figure 3 Image of the Agents screen highlighting the status dropdown arrow to the right of channels and agent name

  • Select from the drop down the status that you want to change the NCC Service Officer to.

You may get an error message if the status change cannot be applied. For example, changing a status from incoming to offline, even when the options are presented in the dropdown.

How to change a NCC Service Officers status — 9 Page 42 of 133

6 How to listen to a live call

To listen to a live call you need to:

  • Open the Contact Control Panel (CCP) by selecting the Phone icon on the top-right corner of your screen, you will need the CCP open to connect into the live call.

Figure 4 Image of the Contact Control Panel button

  • To choose the NCC Service Officer conversation you want to listen to select the Analytics and Optimisation icon on the left side of your screen.

Figure 5 Image of the Analytics and Optimisation icon which appears as a bar graph

  • Select Real-time metrics.
  • From the Real-time metrics screen select the Agents button.

Figure 6 Image of the Agents button which has an icon of people

  • To listen to a live call, find the applicable NCC Service Officer from the Agent list.
  • There is an eye icon next to the applicable NCC Service Officer’s Channel Voice.

Real-time Metrics

Figure 7 Image of the Agents screen in real time metrics highlighting the eye icon to the left of the Voice channel and agent name

  • Select the eye icon, your CCP status will change automatically to Monitoring.

Figure 8 Image of the Contact Control Panel showing Monitor status and call details of the call being monitored

  • To stop listening to a call, select End call on your CCP.

How to listen to a live call – 11 Page 44 of 133

How to take over a live call

You can take over a conversation that you had been monitoring already. In an emergency situation, Team Leaders can connect a call directly through to Emergency Services using Quick Connect and selecting Emergency 000.

Supervisors and managers can take over live conversations between NCC Service Officer’s and a caller.

To take over a live call you need to:

  • Open the Contact Control Panel (CCP) by selecting the Phone icon on the top-right corner of your screen, you will need the CCP open to connect into the live call.

[Image not converted to Markdown – check the source PDF page for the actual content] Figure 9 Image of the Contact Control Panel button

  • To choose the NCC Service Officer conversation you want to barge select the Analytics and Optimisation icon on the left side of your screen.

[Image not converted to Markdown – check the source PDF page for the actual content] Figure 10 Image of the Analytics and Optimisation icon which appears as a bar graph

  • Select Real-time metrics.
  • From the Real-time metrics screen select the Agents button.

[Image not converted to Markdown – check the source PDF page for the actual content] Figure 11 Image of the Agents button which has an icon of people

NCC PACE Knowledge Management Portal – Amazon Connect Team Leader Guidance KA

  • To listen to the live call which you would like to take over, find the applicable NCC Service Officer from the Agent list.
  • There is an eye icon next to the applicable NCC Service Officer’s Channel Voice.

Figure 12 Image of the Agents screen in real time metrics highlighting the eye icon to the left of the Voice channel and agent name

  • Select the eye icon, your CCP status will change automatically to Monitoring.

How to take over a live call – 13 Page 46 of 133

NCC PACE Knowledge Management Portal – Amazon Connect Team Leader Guidance KA

Figure 13 Image of the Contact Control Panel showing Monitor status and call details of the call being monitored

  • From your CCP select the Barge icon.

Figure 14 Image of the Contact Control Panel showing Monitor status and the Barge icon above call details

  • You can enable barge and move between the Monitor and Barge states.
  • To leave the call or stop monitoring the call, select End call on your CCP.

How to take over a live call – 14 Page 47 of 133

8 How to barge into webchat

A new feature has been added to webchat 2.0 that allows team leaders to barge into a live chat conversation between an enquirer and a Service Officer.

Note: When a Service Officer barges a chat their name will be appear as NDIA Team Leader to the enquirer.

To barge live chats with contacts:

  • Log in to the Amazon Connect admin website.
  • Open your CCP.
  • Select Analytics and optimization, Real-time metrics, Agents from the navigation menu.
  • Choose the eye icon that appears next to the Chat channel of the agent that you want to monitor.

![](Real-time Metrics with eye icon on the chat channel)

Figure 15 Real-time Metrics with eye icon on the chat channel

  • From your CCP select the Barge icon.
  • The Supervisor will be able to type a message in the chat.

NCC PACE Knowledge Management Portal – Amazon Connect Team Leader Guidance KA

9 How to view queue data

  • On the Real-time Metrics page, display the Queues table.
  • Select View queue graphs from the dropdown menu. The following image shows the dropdown menu for a queue named test queue.

Real-time Metrics

Figure 16 Image of the Queues screen in real time metrics showing the dropdown menu buttons and options to the right of the queue name. Highlight on View queue graphs

  • After you select View queue graphs, you are directed to the queue visualization dashboard.
  • The Queue dashboard automatically refreshes every 15 minutes. You can:
    • Configure a time range of up to 24 hours.
    • Select the channel of your choice.
    • Customize the service level thresholds.

The following image shows an example Queue dashboard. It displays a graph of service level data for the queue. Time range is set to Previous 24 hours to future 24 hours. Channel is set to All channels. Service level is set to 60 seconds.

NCC PACE Knowledge Management Portal – Amazon Connect Team Leader Guidance KA

Figure 17 Image of a graph of service level data for a queue across time range. Graph displays percentage, time and a line between data points

How to view queue data – 18 Page 51 of 133

How to use Real-time Metrics Reports

Real-time metric reports show real-time or near real time metric information about your NCC Service Officer’s activity status in you team.

To create a real-time metric report, you need to:

  • Log in to Amazon Connect via your My Apps (microsoft.com) and select the Amazon Connect: NCC Production tile.
  • Select Analytics and optimisation, Real time metrics.
  • Select one of the following report type,
    • Queues
    • Agents
    • Routing profiles
  • You can add multiple report types to the one report by selecting New table and selecting another report type.
  • To customise the report select the gear icon from the table.
  • Select the Time Range tab and input the date and time range required for the report.
  • To filter data in your report, select the Filter tab and select the report types required. The available filters depend on the report type. The following are the possible filters:
    • Agents - Includes data only for the agents that you select from Include.
    • Agent Hierarchies - Includes data only for the agent hierarchies that you select from Include.
    • Queues - Includes data only for the queues that you select from Include.
    • Routing profiles - Includes data only for the routing profiles that you select from Include.
  • Select the Metric tab and choose the metrics and fields to include in the report.
  • Select Apply.
  • To save your report for future reference, select Save, provide a name for the report and then select Save.

To view your saved real-time metrics reports, choose Analytics and optimization, saved reports, and then choose the Real-time metrics tab.

There’s no limit to the number of tables you can add, but you might start experiencing performance issues if you add a lot of them.

11 How to listen to call recordings

NCC Team Leaders can review past calls between agents and callers. A call is recorded only when the contact is connected to a NCC Service Officer. If the call is transferred externally, the call recording stops when the NCC Service Officer leaves the call. drops from the call.

To listen to a call recording you need to:

  • Select Analytics and optimisation and from the menu select Contact Search.
  • Filter the list of contact by date, agent login, phone number or other criteria and select Search.
  • A list of calls based on your filtered criteria will display.
  • To listen to the call, select the Play icon under recording/Transcript Colum.

Figure 18 Image of the call recording results for a Contact Search highlighting the play icon to the right of the screen

To pause, rewind or fast forward a call recording you will need to:

  • Select contact ID hyperlink displayed in blue in the Contact ID column.

Figure 19 Image of the call recording results for a Contact Search highlighting the blue hyperlink under Contact ID, with a cross on the play icon.

  • A contact record page will display that have more controls to navigate the recording as shown below.

NCC PACE Knowledge Management Portal – Amazon Connect Team Leader Guidance KA

Contact Trace Record

Figure 20 Image of the Contact Trace Record page which features audio controls including pause, rewind, skip, play speed

NOTE: If you choose the play icon for a transcript, it appears, as shown below:

Figure 21 Image of the call transcript for a Contact

                                           How to listen to call recordings – 21
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12 Further information

12.1 Please refer to:

  • Amazon Connect App Access Request Process TL
  • NCC OPERATIONAL GUIDELINES
  • Amazon live voice and chat conversations (external)

Further information – 22 Page 55 of 133

13 Document owner and approver

Director, Support and Communications, Contact Centre Branch

Document owner and approver – 23 Page 56 of 133

14 Feedback

If you have any feedback about this procedure, please refer to your NCC Team Leader.

  • NCC Service Officers (NCC SOs) please send your feedback to your NCC Team Leader. Your Team Leader may have an answer to your question or have information to share with you to resolve your questions and feedback.
  • NCC Team Leaders (NCC TLs) please review the feedback from NCC SOs and provide advice, information and resolve questions where possible. NCC TLs can request new or updated NCC Guidance Resources and assistance using the relevant form on the National Contact Centre Service Desk on the intranet.

Feedback — 24 Page 57 of 133