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How-to Guides
Agent
Logging in the first time
Changing status ready to receive contacts
Approaching break / end of shift
Assigned Work Card
NEW
Contact Cards
Call Navigation
Transferring a call (Multi-Party Calling enabled)
Quick Connects
Outbound calling
Transferring a voice contact (MPC Not enabled)
After Contact Work Mode (ACW)
Call History & Contact History
Hands Up Function (Agent Assistance)
Announcements
Agent Directory
Supervisor Monitor and Barge
Report an Issue
Audio settings and Jabra Headset integration
Answering Chat / webform / email / social contacts
Quick Replies
Formatting options and Attachments
Email additional functionality
Supervisor
Realtime Metrics in SmartAgent
Changing agent's status and Routing profile
Wallboards
Live Monitoring and Call Barging
Hands up Acknowledgement
User Management
Create Announcements
Business Continuity Service
Welcome Messaging
Reporting MI & Wallboards
Access call recordings and CTR data in SmartAgent
Viewing Screen Recordings in the CTR
New
Realtime Reporting Metrics in SmartAgent
Wallboards for Managing Service levels
Historic Reporting Metrics in Amazon Connect
Restricting Data by Agent Hierarchy
Contact Trace Records
Agent Events
External Business Intelligence Tools
External Business Intelligence Tools
Connecting to the data warehouse via ODBC
Admin
Maintenance and Configuration Guides
Maintentance tasks - Create, amend and suspend users
Public Holidays / Changing hours of Operation
Business Continuity Messages
Amending Hold Music & Recorded messages
Amending Text to Speech messages
Adding / Amending Status codes
Adding / Amending Quick Connects
Managing Chat Quick Replies
SmartAgent App Configuration screen
ACW Contact log settings
Social Management - Channel Settings Configuration screen
Security Profiles and Permission settings
"Switching on" new Standard Features in Permissions
Replacement for Deprecated "Integrations" feature
Updated
Making Structural Changes
Adding a new department to your setup
Phone Numbers & Queues
Agent Routing Profiles & Hierarchy
Contact flows
Amazon Connect Knowledgebase
Technical
Webchat
Installing the webchat widget
Webchat API
Webchat Events
Webchat Interactive Messages
Lambda
Lambda Functions
How to call Amazon Connect Admin APIs in Lambda
Custom Features
Custom Contact Attributes
User Download Guides
Foundation User Guides
Add-on Modular Guides
Troubleshoot & Support
How to get help
Troubleshooting Guides
Audio / Microphone Issues
Audio Issues - Windows Audio settings
Call Quality / Connectivity Issues
Browser / Headset Access Issues
Clearing Cache & Cookies
Enable Notifications on Google Chrome
Enable Notifications on Microsoft Edge
Retrieving Agent CCP Logs
Retrieving Agent Console Log Files
Retrieving Chrome Network Log (HAR) Files
Support Team
Upcoming Events
Status | Ongoing Incidents & Uptime
SmartAgent Releases
Overview
SmartAgent Release Notes
v2.98 Release Notes
v2.96 Release Notes
v2.95 Release Notes
v2.94 Release Notes
v2.93 Release Notes
v2.92 Release Notes
v2.91 Release Notes
v2.90 Release Notes
v2.89 Release Notes
v2.88 Release Notes
v2.86 Release Notes
Release Notes Archive
Recent Release Guides
Webchat Widget Releases
Overview
Webchat Widget Release Notes
Webchat Widget v2.1.0
Webchat Widget v2.0.18
Webchat Widget v2.0.17
Release Notes Archive
SmartAgent Features
Available Features
Feature Overviews
Screen Recording
Task Ingestion
Accessibility
Accessibility in SmartAgent
Accessibility Timeline
New
SmartAgent Keyboard Shortcuts
Supported Regions
Product Roadmap
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Foundation User Guides
Get started with these downloadable user guides, targeted at various roles within your contact centre
View Agent User Guide
View Supervisor User Guide
View Admin User Guide
