Test the sample voice and chat experience in Amazon Connect - Amazon Connect
Step 1: Handle a voice contactStep 2: Use the CCP to handle a chat contact

Test the sample voice and chat experience in Amazon Connect

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

This tutorial shows you how to access and use the Contact Control Panel (CCP). The CCP is a web page that agents use to accept and manage voice and chat contacts.

Prerequisites

This tutorial is part of a series. If you performed Tutorial 1, you're ready to go. If not, here's what you need:

  • An AWS account

  • A configured Amazon Connect instance

  • An Amazon Connect administrative account

  • A claimed phone number

Step 1: Handle a voice contact

  1. On the Amazon Connect navigation menu, choose Dashboard.

    The dashboard icon on the navigation menu.

  2. On the Dashboard page, choose Test chat.

    The dashboard page, the text chat link.

  3. On the Test Chat page, choose Activate Contact Control Panel.

    The test chat page, the Activate Contact Control Panel link.

  4. If your browser prompts you to grant microphone access, choose Allow.

    The browser prompts to allow your instance to access your microphone.

  5. If your browser prompts you to allow notifications, choose Allow.

    The browser prompts to allow notifications.

  6. In the test CCP, set your status to Available.

    The CCP, the Available status setting.

  7. Use your mobile phone to call the phone number that you claimed earlier. If you didn't write down the number, you can find it by going to Channels, Phone numbers.

  8. When your call is joined to Amazon Connect you'll hear "Press 1 to be put in queue for an agent, 2 to ..." This is the Sample inbound flow that Amazon Connect runs by default. You're going to change this later in the tutorial.

  9. You can play around with the different options in the Sample inbound flow. To connect to an agent, press 1, 1, 1.

  10. In the CCP, choose Accept call.

    The CCP, an incoming call.

  11. You'll see what the CCP looks like when an agent is connected to a customer.

    The CCP, a connected call.

  12. Choose End call.

    Now the contact is in the After Contact Work (ACW) state. This is when the agent might enter some notes about the contact.

    The CCP, after call work, the close contact button.

  13. Choose Close contact. This frees the agent to take another incoming contact.

Well done! You've handled your first voice contact!

Tip

As an administrator, you can launch the CCP from anywhere on the Amazon Connect console by choosing the phone icon on the top of the page.

Phone icon in the top right corner of the Amazon Connect dashboard interface.

Next step

Go to Step 2: Use the CCP to handle a chat contact to experience how to handle a chat contact.

Step 2: Use the CCP to handle a chat contact

In Step 1, you used the Contact Control Panel (CCP) to manage a voice contact. In this step, you experience how to use the CCP to manage a chat contact.

  1. This procedure assumes you've completed Step 1: Handle a voice contact. If you haven't, please do so now.

  2. On the Test chat page, choose the chat bubble to start a chat.

    The test chat page, the chat bubble.

  3. The Sample inbound flow automatically transfers to you a queue. However, you can type a message as the customer and the agent receives it. For example, I need help resetting my password.

    A chat conversation in the CCP, showing messages from the flow, and customer.

  4. In the CCP, accept the incoming chat.

    The CCP, an incoming chat, the button to accept the chat.

  5. Use the CCP to send chat messages to the customer.

  6. When you're done chatting, choose End chat. Then in the CCP, choose Close contact.

Congratulations! You've experienced what it's like to chat using Amazon Connect.

Next, try Tutorial 3 to set up an IT Help Desk. It shows you how to set up routing, create a flow, and then test the custom voice and chat experience. Go to Create an IT help desk in Amazon Connect.