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Amazon Connect Telephony Service Officer Guidance

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Amazon Connect Telephony Service Officer Guidance KA

NCC PACE Knowledge Management Portal

Exported on 2024-12-03 21:52:30

Page 58 of 133

NCC PACE Knowledge Management Portal – Amazon Connect Telephony Service Officer Guidance KA

Table of Contents

1 General …………………………………………………………………………………………………………………. 4 2 Procedure ……………………………………………………………………………………………………………… 5 - To be used by NCC. …………………………………………………………………………………………….. 5 3 What is Amazon Connect ………………………………………………………………………………………. 6 4 How to log into Amazon Connect …………………………………………………………………………… 7 - To log into Amazon Connect …………………………………………………………………………………. 7 5 Amazon Connect work statuses …………………………………………………………………………….. 9 - How to manage and change status ………………………………………………………………………… 9 - How to change status during a call ………………………………………………………………………. 10 6 How to accept a call …………………………………………………………………………………………….. 11 - How to transfer call to survey ………………………………………………………………………………. 11 7 How to use wrap codes ……………………………………………………………………………………….. 14 - How to assign a wrap code after call …………………………………………………………………….. 14 8 How to end a call …………………………………………………………………………………………………. 16 9 How to make an outbound call …………………………………………………………………………….. 18 10 How to transfer a call to another queue or team leader ……………………………………… 20 11 How to disable call recordings …………………………………………………………………………. 24 12 How to log out ………………………………………………………………………………………………….. 25 13 Further information ………………………………………………………………………………………….. 26 - Please refer to: ……………………………………………………………………………………………….. 26 14 Document owner and approver ………………………………………………………………………… 27 15 Feedback …………………………………………………………………………………………………………. 28

NCC PACE Knowledge Management Portal – Amazon Connect Telephony Service Officer Guidance KA

Aug 22, 2024 06:10

General – 3 Page 60 of 133

NCC PACE Knowledge Management Portal – Amazon Connect Telephony Service Officer Guidance KA

General

  • What is Amazon Connect
  • How to log into Amazon Connect
  • Amazon Connect work statuses
  • Further information

General – 4 Page 61 of 133

Procedure

  • How to accept a call
  • How to use wrap codes
  • How to end a call
  • How to make an outbound call
  • How to disable call recordings
  • How to log out

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 helps you to:

  • Understand what is Amazon Connect.
  • How to use Amazon Connect when managing telephony enquiries.

Suggested Scripting Guidance Resource

Amazon Connect Telephony Responses QRG provides suggested scripting, to assist NCC Service Officer in providing effective responses when handling telephony enquiries.

Using Wrap Codes in Amazon

NCC Service Officers must select the wrap code and press ‘Submit’ within five minutes of starting After Call Work (ACW) timer. The disposition/wrap code selection screen will become inaccessible after 5 minutes in ACW. To prevent this, NCC Service Officers should choose the wrap code before completing other after call work. To ensure the wrap code is recorded successfully in the system, it is important to click ‘Submit’ after selecting the code.

Procedure — 5 Page 62 of 133

3 What is Amazon Connect

Amazon Connect is an Amazon Web Services (AWS) used in contact centres that enables customer service officers to respond to phone calls or chat inquiries from callers.

What is Amazon Connect – 6 Page 63 of 133

How to log into Amazon Connect

To log into Amazon Connect

  • Navigate to My Apps (microsoft.com)
  • Select the Amazon Connect: NCC Production tile.

![](Figure 1 Image of Amazon Connect tile)

  • This selection will automatically launch the Amazon Connect Dashboard.
  • Select Agent Workspace.
  • No username or password is required to log in to Amazon Connect.

![](Figure 2 Image of Amazon Connect home page highlighting the Agent Workspace button at the top of the page)

  • The Agent Workspace screen will display in a new window.

NCC PACE Knowledge Management Portal – Amazon Connect Telephony Service Officer Guidance KA

Figure 3 Image of the bottom left section of the Amazon Connect Agent Workspace

                                           How to log into Amazon Connect – 8
                       Page 65 of 133

Amazon Connect work statuses

Amazon Connect work statuses are important and determine the availability for enquiries and adherence to roster.

When ready to handle phone enquiries, NCC Service Officers will need to set their work status to Inbound Telephony.

How to manage and change status

  • Select the small downward arrow on the top left bar.

Figure 4 Image of the top left section of the Agent Workspace highlighting the downward arrow

  • Select Work Status from the drop-down menu.

Figure 5 Image of the drop down menu showing available statuses in the Amazon Connect Agent Workspace

How to change status during a call

NCC Service Officers can use the Next status feature to pause new calls being routed, while completing the current enquiries.

  • Select the work status using the dropdown, such as Lunch.
  • Next status: Lunch will display, and no new contacts will be routed.
  • Once the current phone call ends, select the Wrap up Code as usual.
  • The work status will then automatically change to Lunch.

Figure 6 Image of the status field displaying Next status Break

6 How to accept a call

  • Calls will be automatically accepted when NCC Service Officer’s AWS work status is set to Inbound Telephony.
  • When a call is being routed, it will appear on the left-hand side of the screen.

6.1 How to transfer call to survey

Before ending the call, provide the caller with the case number and ask if they wish to be transferred to the survey.

Suggested Script

Start Quote Icon Thanks for calling NDIS. Your case number is xx. Now, I’ll put you through to a quick survey. If you don’t want to do the survey, it’s okay to hang up. End Quote Icon If they do not wish to complete the survey, thank the caller and select End Call. Complete the wrap up code and clear contact to be ready for the next call.

If they do, follow the below steps to transfer caller to survey.

  • Select the Quick connects button.

Figure 7 Screenshot of Amazon Connect with Quick connects circled

NCC PACE Knowledge Management Portal – Amazon Connect Telephony Service Officer Guidance KA

  • The Quick connects screen will display.
  • Search for the NDIA Post Call Survey.

[Image not converted to Markdown – check the source PDF page for the actual content]

Figure 8 image of ndia post call survey queue

  • Double click to select the survey queue.
  • Select the Join button, complete this step as soon as available so the caller can hear the instructions.

[Image not converted to Markdown – check the source PDF page for the actual content]

Figure 9 Screenshot of Amazon Connect showing two lines connected. The second line shows the paise button being circled. The first line is on hold, the second is not on hold.

  • Both calls will turn blue and display Connected call.

NCC PACE Knowledge Management Portal – Amazon Connect Telephony Service Officer Guidance KA

Figure 10 Screenshot of Amazon Connect showing two lines connected, and both lines not on hold. The close contact button is circled at the bottom of the screenshot.

  • Once the calls are connected, select End Call to end the call.

How to accept a call – 13 Page 70 of 133

How to use wrap codes

Wrap codes also known as disposition codes, indicates the nature of the enquiry and are part of the After Call Work (ACW) activities.

A wrap code must be assigned at the end of every phone enquiry. Please refer to the List of wrap codes in Amazon Connect Wrap Codes QRG.

How to assign a wrap code after call

  • NCC Service Officers must select the wrap code and press ‘Submit’ within five minutes of starting After Call Work (ACW) timer. The disposition/wrap code selection screen will become inaccessible after 5 minutes in ACW.
  • To prevent this, NCC Service Officers should choose the wrap code before completing other after call work.
  • To assign a wrap code to an inbound call, select the After Call Work button.

[Image not converted to Markdown – check the source PDF page for the actual content]

Figure 11 Image of AWS after call work screen

  • Select the wrap code from the drop-down menu.
  • Select Submit.
  • Once the wrap code is submitted, ensure all actions related to the enquiry are completed on the record.

NCC PACE Knowledge Management Portal – Amazon Connect Telephony Service Officer Guidance KA

Figure 12 Image of AWS with wrap codes after call and submit button circled

  • Select Back to Home.

Figure 13 Image of Amazon Connect ACW submitted screen highlighting the Back to Home button at the bottom

How to use wrap codes – 15 Page 72 of 133

8 How to end a call

The call must be ended after the conversation has finished with the caller.

  • End the call by selecting the End call button.

Figure 14 Image of dial number pad with end call button circled

  • Complete the After Call Work (ACW) tasks, refer to How to use wrap codes for more information.
  • Select Clear contact.
  • Select Close contact to clear all previous contact information and to take the next call.

NCC PACE Knowledge Management Portal – Amazon Connect Telephony Service Officer Guidance KA

Figure 15 Image of AWS with close contact button circled

Telephony responses QRG Amazon Connect Telephony Responses QRG provides a list of suggested scripting, to assist NCC Service Officer in providing effective responses when handling telephony enquiries.

How to end a call – 17 Page 74 of 133

9 How to make an outbound call

At times it will be required to make an outbound call to confirm, gather or provide information to a caller.

  • Select the Number pad.

Figure 16 Image of number pad in amazon connect

  • Enter the 10-digit phone number.
  • Select Call.

NCC PACE Knowledge Management Portal – Amazon Connect Telephony Service Officer Guidance KA

Figure 17 Image of number pad with enter phone number option circled

                                           How to make an outbound call – 19
                       Page 76 of 133

10 How to transfer a call to another queue or team

leader

NCC Service Officers may be required to transfer the call or refer to an NCC Team Leader or another queue. When an enquirer wants the call to be escalated or transferred, the NCC Service Officer must follow the below steps. If it is an emergency situation, request urgent Team Leader call take over.

Refer to Amazon Connect Telephony Responses QRG for scripting guidance.

  • Select the Quick connects button.

Figure 18 Screenshot of Amazon Connect with Quick connects circled

  • The Quick connects screen will display.
  • Search for the name of the queue or team leader.
  • Select the correct contact to transfer the call to.
  • Select the Call button at the bottom of the screen.

NCC PACE Knowledge Management Portal – Amazon Connect Telephony Service Officer Guidance KA

  • Click Join to merge the call.
  • To place either line on hold (II Symbol), make sure to select the pause button.
  • Use hold on the call to switch lines.

How to transfer a call to another queue or team leader – 21 Page 78 of 133

NCC PACE Knowledge Management Portal – Amazon Connect Telephony Service Officer Guidance KA

Figure 19 Screenshot of Amazon Connect showing two lines connected. The second line shows the pause button being circled.

  • Select Join to successfully merge the calls.

Figure 20 Screenshot of Amazon Connect showing two lines connected. The second line shows the paise button being circled. The first line is on hold, the second is not on hold.

  • Once the call has been successfully merged,
  • Exit the call by selecting the End call button at the bottom of the softphone.

Figure 21 Screenshot of Amazon Connect showing two lines connected, and both lines not on hold. The close contact button is circled at the bottom of the screenshot.

How to transfer a call to another queue or team leader – 23 Page 80 of 133

11 How to disable call recordings

NCC Service officers may have a caller who has asked for their call not to be recorded, please disable the call recording in Amazon Connect.

  • To disable a call recording in Amazon Connect, Select Call Recording Off.

![](Image of call recording off screen)

Figure 22 Image of call recording off screen

12 How to log out

At the end of the shift, it is important to log off for the day by selecting the correct status:

  • Set agent status to Offline.
  • Select the Settings button.

[Image not converted to Markdown – check the source PDF page for the actual content]

Select Logout.

[Image not converted to Markdown – check the source PDF page for the actual content]

13 Further information

13.1 Please refer to:

  • Amazon Connect Telephony Responses QRG
  • Amazon Connect Wrap Codes QRG
  • Amazon Connect Webchat Guidance KA
  • Archived Amazon Webchat Canned Responses QRG
  • Amazon Connect Team Leader Guidance KA
  • NCC OPERATIONAL GUIDELINES

14 Document owner and approver

Director, Support and Communications, National Contact Centre Branch

Document owner and approver – 27 Page 84 of 133

15 Feedback

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

NCC Team Leaders Only - Please review the feedback to determine if further support is required by the Contact Centre Branch. If feedback is deemed appropriate, complete the email template request for new or updated resources and send through the request to NDIScallcentre@ndis.gov.au.

Feedback — 28 Page 85 of 133