Then loop prompts block in Amazon Connect loops a sequence of prompts while a customer or agent is on hold or in queue. Please note that you should always use an interruption period that’s greater than 20 seconds. This is the amount of time an available agent has to accept the contact. If the interruption period is less than 20…
Read More »I got an error message “There was a problem updating your user pool. Please try again” after I click Save changes on the Triggers page of the user pool console. The key here is that if the IAM user trying to update Cognito User Pool does not have required permissions, you will get the error message. More specific, you updated…
Read More »In general, getting started with Contact Lens for Amazon Connect is easy. You can configure which calls to analyse in the contact flow settings by checking the Contact Lens for Amazon Connect option in the “Set Call Recording Behaviour” block. Once this is completed, Contact Lens for Amazon Connect will start analysing your specified calls automatically. By default, Contact Lens…
Read More »Access tokens are credentials used to access protected resources. You can get an access token in according with the OAuth 2.0 Authorization Framework. In general, there are 4 grand types/ flows defined in the OAuth 2.0 Authorization Framework specification. The Cognito access token is also represented as a JSON Web Token (JWT). If you want to use access token, please…
Read More »You can use the Set working queue block determines which queue to transfer the customer to. The reference is a sample flow and shows the customer is transferred to the queue if it is within business hours, and the queue can handle this call. Otherwise, the customer is played a message “We are not able to take your call right…
Read More »The answer is yes. When inbound calls coming, the priority for new contacts is 5 by default. Lower values raise the priority of the contact. For example, a contact assigned a priority of 1 is routed first. You can use the Change routing priority/age block to raise or lower the priority of a contact in a queue. Using this block,…
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