- Hi, I'm Ayesha Borker,
a Senior Solution Architect for Amazon Connect.
Amazon Connect is an omnichannel cloud-based contact center
that helps you provide superior customer service
at a lower cost.
In this video, we'll explore Amazon Connect Tasks
and how it can help improve your agent productivity
as well as car customer experience.
In many contact centers,
agents spent a significant time working on activities
outside of the typical voice or chat channel.
These activities could include working on a customer case,
updating a CRM, managing tickets,
completing a backend workflow,
or even following up with a customer.
Tracking the time spent on these activities manually
can be error-prone, as well as difficult,
as they are spread across disparate systems.
Tasks is a feature of Amazon Connect that solves for this
by making it simple to route, prioritize,
and keep track of the activities
or assignments your contact center agents are working on.
It allows your agents to complete these activities
from the same agent's softphone interface
that they already use for the voice
and chat channels within Amazon Connect,
providing them with a seamless and unified experience.
It also provides a unified reporting dashboard
for your supervisor, making it easy for them
to track agent productivity metrics
from a single source of truth.
Let us now see how this looks like in action,
beginning with the agent experience.
On the left side of the screen,
you can see that I have logged into the customer portal
for a ride service company
as a fictitious customer named Brienne.
On the right side, I have logged
into the Amazon Connect Contact Control Panel,
or the CCP, as an agent.
On the top right of the CCP,
the small briefcase icon allows agents to receive tasks
on their softphones based on their routing configurations.
I will now initiate a chat interaction
as the customer Brienne.
I am presented with a personalized self-service bot,
and I simply want to report the loss of my wallet.
I answer a series of questions,
and I request a follow up on my case via an email.
(light music)
Based on the information captured on the bot,
a task is created and assigned to our agent Ayesha.
On accepting the task,
I have the entire context on the case
and the follow up preference of the customer,
which is email.
The timer here keeps a track of how much time
I am spending on this task as an agent.
Now, let's say I worked with my internal team
and I resolved this issue.
I can also schedule another automated task
to follow up with this customer
on their preferred channel, which is email.
To do this, let's click on the briefcase icon
on the bottom left this time.
I can enter the required details.
(light music)
You can add additional links
that you need to share with the customer
and assign this to a quick connect.
This quick connect will trigger an automated workflow
that follows up with the customer over email.
You can also schedule a date and time
for this follow up, if you prefer,
but for now, we will leave this blank and create a task.
If I quickly check my inbox,
I now have received a follow-up email
with the details of my lost item.
This follow could have been an SMS
or even a phone call based on your use case.
In this example, not only did we see how cases can be routed
to an agent using Tasks
but also how we can eliminate repetitive manual workflows
such as sending an email or an SMS
by automating them using Tasks.
This automation concept could be extended
to numerous other use cases,
such as updating a CRM post call,
initiating a back office workflow
for another team to work on,
or simply scheduling a follow-up call
with a customer at a later date.
Let's now explore the supervisor
or the administrator experience.
Here, I have logged into my Amazon Connect Dashboard
as an administrator.
I have the capability to configure an agent
to receive tasks under Routing profiles.
In this sample routing profile, I can enable Tasks
and configure a maximum of 10 simultaneous tasks per agent.
I can add my queues below
and pick and choose the channel assigned to these queues.
I can also determine the priority of these queues if needed.
Once done, you can assign this profile to your agents
who will start receiving tasks accordingly.
As you can see, the supervisor dashboard is unified
and seamless for all channels.
Additionally, all of your contact center metrics for Tasks
are available for supervisor
in a unified reporting dashboard.
Amazon Connect provides out-of-the-box,
real-time and historical metrics for tasks.
Currently, I have navigated to one
of the available real-time reports filtered by agents.
I have a unified view of the channels my agents are handling
that includes tasks.
I can see how many tasks are available in queue,
how many are active,
and the agent availability, as well amongst other metrics.
This helps in seamlessly integrating external activities
within your contact center metrics
and getting a holistic view of your agent productivity
across all engagements that they work in a day.
We have a create task block,
using which you can create a task easily
from within an Amazon Connect contact flow experience.
We also have APIs which makes the solution open
and provides you the flexibility to innovate.
And finally, Tasks provides pre-built connectors
with Salesforce and Zendesk
that you can integrate with a click of few buttons.
You can enable these connectors
from the AWS Management Console
by navigating to your instance settings.
By clicking on Tasks, you can add an application.
You can choose between Salesforce and Zendesk
by clicking on the button.
I'm gonna select Salesforce.
You can then fill out your instance details
and click on Establish a connection.
Once this is done, you're all set up and ready to go.
You can also define rules to trigger tasks
such as when a new case
for a high priority customer case is created
and then route that to agents.
This brings us to the end of our demonstration.
I hope you enjoyed this video.
To learn more about Amazon Connect Tasks,
visit aws.com/connect.