Test voice, chat, and task experiences - Amazon Connect

Test voice, chat, and task experiences

To learn what the voice, chat, and task experiences are like for your agents and customers, you can test them without doing any development.

Test voice

After you claim a number you can immediately call it to hear what the experience will be like for your customers. Amazon Connect uses the default contact flows to power your initial experience.

To test a customized contact flow, assign a phone number to it and then call that number.

Test chat

Amazon Connect includes a simulated web page that shows how your customers can interact with you, and a Contact Control Panel (CCP) that shows the agent experience. Here's how to test chat:

  1. On the navigation menu, choose Dashboard.

  2. Choose Test chat.

    If you don't see the option to test chat, click here.

  3. On the Test Chat page, choose Test Settings.

  4. Under System Settings, choose the contact flow you want to test with chat, and then click Apply. By default, it runs the Sample inbound flow.

  5. In the chat window, click the icon as shown below.

  6. Type a message similar to what one of your customers might type. In the agent window, type a reply.

  7. To see what it's like for an agent to handle multiple chat conversations, copy the dashboard URL into another browser window, and start another chat. The chat goes to the same instance of the CCP that you already have open.

    Tip

    The test environment uses the BasicQueue and Basic Routing Profile. The Basic Routing Profile is set up for 2 chats. If you want to test what it's like to have more than two chats, change the Basic Routing Profile to 5 chats. For instructions, see Create a routing profile.

    To learn more about what the agent experiences when managing chat conversations, see Chat with contacts.

Test tasks

The first step in testing the task experience is to create a quick connect for the queue you want to assign the example tasks to.

Step 1: Create a quick connect

  1. On the navigation menu, choose Routing, Quick connects, Add a new.

  2. Enter a name for the quick connect. For example, if you want to assign the test task to yourself, enter your name (for example, Jane Doe).

  3. Under Type, use the dropdown list to choose Queue.

  4. Under Destination, use the dropdown list to choose a queue you set up for yourself (assuming you want to assign the test task to yourself).

  5. Under Contact flow, choose Default queue transfer.

  6. Under Description, enter something like Test quick connect.

  7. Choose Save.

Step 2: Make the quick connect visible in the CCP by assigning it to a queue

  1. After you create the quick connect, go to Routing, Queues and then choose the appropriate queue for the contact to be routed to.

  2. On the Edit queue page, in the Quick connects box, search for the quick connect you created. For example, it might have your name.

  3. Select the quick connect and then choose Save.

Step 3: Assign the queue to the agent's routing profile

  1. Go to Users, Routing profiles and choose the agent's routing profile.

  2. Under Set channels and concurrency choose Tasks.

  3. Add the agent's queue to the routing profile, and choose Task for the channel.

    If the agent can receive transfers through other channels, select them as well.

  4. Choose Save.

Step 4: Test tasks

  1. Open the CCP. Select the Task tab, and then choose Create task.

    Or, if you're testing the chat experience, for example, you can choose the Task icon, as shown in the following image.

  2. Complete the Create task page. For Assign to, enter the name of the user you created for the quick connect. Choose Create.

  3. If you chose yourself, the task will be routed to you. Choose Accept task.

  4. Review the task, and choose End task when done.

View metrics for the test experiences

When you're testing the voice, chat, and task experiences, you may also want to explore metrics.

  1. On the left navigation menu, choose Metrics and quality, Real-time metrics, Queues.

  2. You can review the real-time metrics as you test the different channels.

  3. To view metrics by channel in a real-time metrics report, go to Settings, Groupings, Queues grouped by channels, Apply. Your report will look similar to the following image.