set up agents

Question 1

how can you manage and load-balance customer contacts?

Answer 1

agent hierarchy organization and agent status management

Question 2

agent hierarchy organization and agent status management tools provide

Answer 2

filtering and agent availability management per queue, skill set, and routing profiles

Question 3

what are agents hierarchies?

Answer 3

way for you to organize agents into teams and groups for reporting purposes

Question 4

how should agent hierarchies be organized?

Answer 4

agents’ location and skill sets

Question 5

true/false: hierarchies can be configured with up to five levels, and segmented agents or teams

Answer 5

true

Question 6

removing agents from a level impacts

Answer 6

historical reporting

Question 7

When you use the Restrict contact access permission, you can

Answer 7

restrict contact search results based on the agent’s hierarchy

Question 8

what permissions are needed create agent hierarchies?

Answer 8

you need View permissions for agent hierarchy in the security profile marked

Question 9

Since agent hierarchies may include location and skill set data, you also need this permission to view the

Answer 9

agent hierarchy information in a real-time metrics report.

Question 10

what are the steps to create agent hierarchies?

Answer 10

1. Log in to the Amazon Connect console with an Admin account, or an account assigned to a security profile that has permissions to create agent hierarchies.
2. Choose Users, Agent hierarchy.
3. Enter a name and choose + to create the first level of your hierarchy.
4. Choose + to add more levels to your hierarchy.
5. Choose Save to apply the changes, or Cancel to undo them.

Question 11

If the Save button isn’t active, you don’t have

Answer 11

permissions to create or edit the agent hierarchy.

Question 12

after you create agent hierarchy, you can add

Answer 12

groups, teams, and agents from the top down

Question 13

how do you add groups, teams, and agents to your agent hierarchy?

Answer 13

1. Select the top level of the hierarchy.
2. Choose x to add groupings to each level.
3. Choose the check icon to save the name, choose the pencil icon to edit the name.
4. Choose Save.

Question 14

T/F: When you add a new status, it will always be Custom, not routable.

Answer 14

true

Question 15

t/f: You can’t delete a status value but you can disable it so it doesn’t appear on the agent’s CCP.

Answer 15

t

Question 16

how do you add a custom status to your agents’ ccp?

Answer 16

1. Choose Users, Agent status, Add new agent status.
2. Enter a status name and description, and select whether the status should appear in the CCP to the agent.
3. Choose Save

Question 17

how do you edit a custom status to your agents’ ccp?

Answer 17

1. Choose Users, Agent status.
2. Hover over the status name and choose the edit icon.
3. Enter the new information, and choose Save to apply the changes.