Using agent presence in Contact Center (app)

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<p id="docs-hc-snippet" style="display: none;">Agent presence in Contact Center helps customer service agents easily transfer calls to other available agents within your team. In this article, you'll learn about agent presence and its key functionalities.</p>
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<p id="docs-ai-summary-content">Agent presence in Contact Center lets you transfer calls to available agents, enhancing team collaboration. Ensure prerequisites like CloudFormation Stack upgrade and feature flag activation are met. Initiate call transfers via agents, queues, or external numbers, and update agent presence settings to manage availability. Use real-time updates to keep track of agent status and optimize call routing.</p>
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<p class="p" dir="ltr">Agent presence in Contact Center helps customer service agents easily transfer
calls to other available agents within your team. In this article, you'll learn about
agent presence and its key functionalities.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="rjs1__ul_y4v_c5n_pgc">
<li class="li"><a class="xref" href="#topic_lnd_4yw_qgc">Prerequisites for agent presence</a></li>
<li class="li"><a class="xref" href="#topic_ohx_3fx_qgc">Initiating a call transfer</a></li>
<li class="li"><a class="xref" href="#topic_nxy_lfx_qgc">Updating the agent list</a></li>
<li class="li"><a class="xref" href="#topic_wdg_4fx_qgc">Updating agent presence settings</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lnd_4yw_qgc">
<h2 class="title topictitle2" id="ariaid-title2">Prerequisites for agent presence</h2>
<div class="body">
<p class="p">Before enabling agent presence in Contact Center, ensure the following prerequisites
are met:</p>
<ul class="ul" id="topic_lnd_4yw_qgc__ul_irh_ryw_qgc">
<li class="li">
<strong class="ph b">CloudFormation Stack upgrade</strong>: Update your Contact Center instance to version 5.99.2 or higher. Ensure that the latest
CloudFormation stack is deployed.</li>
<li class="li">
<strong class="ph b">Feature flag activation:</strong> Activate agent presence on a per-account
basis and must be manually activated by the Contact Center team. Get in touch
with the Contact Center team to request activation.</li>
<li class="li">
<strong class="ph b">Contact flow setup:</strong> Add the following two contact flows (both of type
'Transfer to queue') to the Amazon Connect instance to route the contact to a
given agent or queue:<ul class="ul" id="topic_lnd_4yw_qgc__ul_ys3_hwn_pgc">
<li class="li">Direct queue transfer</li>
<li class="li">Direct agent transfer</li>
</ul>
</li>
</ul>
<p class="p" dir="ltr">Contact Zendesk to receive JSON file exports of the following contact
flows so you can easily import them into your instance.</p>
<ul class="ul" id="topic_lnd_4yw_qgc__ul_j2c_kxg_pgc">
<li class="li" dir="ltr">
<strong class="ph b">Quick connects setup</strong>:<ul class="ul" id="topic_lnd_4yw_qgc__ul_k2c_kxg_pgc">
<li class="li" dir="ltr">Create two <strong class="ph b">Quick connects</strong> of type 'Queue' in Amazon
Connect with the following names:<ul class="ul" id="topic_lnd_4yw_qgc__ul_l2c_kxg_pgc">
<li class="li" dir="ltr">
<strong class="ph b">Direct Queue Transfer </strong>- link to the direct
queue transfer contact flow.</li>
<li class="li" dir="ltr">
<strong class="ph b">Direct Agent Transfer </strong>- link to the direct
agent transfer contact flow.‍</li>
</ul>
<div class="note note">
<span class="notetitle">Note:</span> These quick connects do not need to be added to queues like
standard quick connects. Contact Center can still access and use
them even if the agent does not have direct access to them.</div>
<p class="p" dir="ltr"><img class="image" id="topic_lnd_4yw_qgc__image_kcr_3vv_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_ap_1.png" width="650"></p>
<p class="p" dir="ltr"><img class="image" id="topic_lnd_4yw_qgc__image_qdb_kvv_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_ap_2.png" width="650"></p>
</li>
<li class="li" dir="ltr">Once the quick connects are created, configure them within the
Contact Center workflow settings to ensure proper routing.<p class="p" dir="ltr"><img class="image" id="topic_lnd_4yw_qgc__image_w3t_mvv_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_ap_3.png" width="550"></p>
</li>
</ul>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ohx_3fx_qgc">
<h2 class="title topictitle2" id="ariaid-title3">Initiating a call transfer</h2>
<div class="body">
<p class="p" dir="ltr">When you're on a call, you can transfer it to another
agent.</p>
<p class="p"><strong class="ph b">To transfer a call</strong></p>
<ol class="ol" id="topic_ohx_3fx_qgc__ol_s2c_kxg_pgc">
<li class="li" dir="ltr">Click <strong class="ph b">Transfer</strong>. This will open the transfer page.</li>
<li class="li" dir="ltr">Select one of the following tabs:<ul class="ul" id="topic_ohx_3fx_qgc__ul_pt1_zzv_sgc">
<li class="li">
<strong class="ph b">Agents:</strong> (Displays a list of quick connect agents).</li>
<li class="li">
<strong class="ph b">Queues:</strong> (Displays a list of quick connect queues).</li>
<li class="li">
<strong class="ph b">External:</strong> (Shows a list of all the external numbers that have
been configured).</li>
<li class="li">
<strong class="ph b">Number pad:</strong> Displays a number pad where you can manually enter a
contact number. </li>
</ul>
<p class="p">Once you've chosen a tab, you can transfer the call to an available
agent who is prepared to take the call.</p>
</li>
</ol>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_asg_p1w_sgc">
<h3 class="title topictitle3" id="ariaid-title4">Searching and filtering agents</h3>
<div class="body">
<p class="p">The transfer page allows you to search for specific agents or filter the list
based on various criteria. Use the search bar to quickly find an agent by typing
their name. Apply filters to sort agents by their availability (Available, Busy,
Offline) or any custom filters that have been set up in your system, for example
filtering by routing profiles.</p>
<p class="p"> Additionally, agents can filter by queues, allowing them to see which agents are
assigned to specific customer service queues (for example, Sales or Support).
This helps ensure that the transfer goes to the agent best suited for the
customer’s needs based on their assigned role and expertise.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_hft_q1w_sgc">
<h3 class="title topictitle3" id="ariaid-title5">Viewing Agent Status and Availability</h3>
<div class="body">
<p class="p" dir="ltr">Next to each agent's name, you will see real-time information about
their status:</p>
<ul class="ul" id="topic_hft_q1w_sgc__ul_v2c_kxg_pgc">
<li class="li" dir="ltr">Availability: The agent’s current status is displayed (e.g., green
for available, red for busy).</li>
<li class="li" dir="ltr">Active Chats/Calls: You can see how many active chats an agent is
handling.</li>
<li class="li" dir="ltr">Agents who are offline or unavailable will have the transfer
button disabled, preventing any errors.</li>
<li class="li" dir="ltr">The agent status will automatically update when you switch between
tabs or when you click the refresh icon.</li>
</ul>
<p class="p" dir="ltr"><img class="image" id="topic_hft_q1w_sgc__image_exf_4vv_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_ap_4.png" width="450"></p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_nzy_q1w_sgc">
<h3 class="title topictitle3" id="ariaid-title6">Transferring a contact</h3>
<div class="body">
<p class="p">If you need help from another agent, you can transfer a contact to them. You can
either remain on the call, or disconnect after the transfer.</p>
<div class="p">
<strong class="ph b">To transfer a contact</strong><ul class="ul" id="topic_nzy_q1w_sgc__ul_h55_shm_tgc">
<li class="li">Select the name of the agent you wish to transfer to and then click
<strong class="ph b">Transfer</strong>.<p class="p">The system routes the contact to the agent,
queue, or external number you selected.</p>
</li>
</ul>
If you are transferring a chat, your interaction with the customer goes
into the ACW workflow, and the chat is transferred to the selected destination.
If you are transferring a call, you will have the option to select <strong class="ph b">Join</strong>
to create a conference call with yourself, the other agent, and the caller. If
you do not want to create a conference call you can disconnect, and you will
transition into ACW.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_nxy_lfx_qgc">
<h2 class="title topictitle2" id="ariaid-title7">Updating the agent list</h2>
<div class="body">
<p class="p" dir="ltr">The agent list updates in real-time, by clicking on the refresh icon, or by
switching between tabs, so you’ll always have the latest information on your
colleagues' availability or activity.</p>
<p class="p" dir="ltr"><img class="image" id="topic_nxy_lfx_qgc__image_y1n_pvv_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_ap_5.png" width="650"></p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_wdg_4fx_qgc">
<h2 class="title topictitle2" id="ariaid-title8">Updating agent presence settings</h2>
<div class="body">
<p class="p">You can update your agent presence settings from the Workflows tab.</p>
<p class="p"><strong class="ph b">To change agent presence settings</strong></p>
<ol class="ol" id="topic_wdg_4fx_qgc__ol_afc_kxg_pgc">
<li class="li" dir="ltr">Go to the Workflows tab in Contact Center settings.</li>
<li class="li" dir="ltr">Select a workflow to edit and then scroll down to Transfer
targets.</li>
<li class="li" dir="ltr">To enable quick connects (queues, agents, or external), select the
checkboxes you want to activate and click <strong class="ph b">Save workflow</strong>. During call
transfers, agents can only see the quick-connects that they have selected.</li>
<li class="li" dir="ltr">To allow agents to call customers, turn on the Dialpad/Custom numbers
option.</li>
<li class="li" dir="ltr">In the Agent search and transfer section, select Agent search and
transfer and, if necessary, limit the results. </li>
<li class="li" dir="ltr">Click <strong class="ph b">Save workflow</strong>. <p class="p">Agents can now look for agents both
online and offline.</p>
</li>
<li class="li" dir="ltr">To perform a quick connect transfer, select the Quick connect option
from the dropdown menu. To limit the search results for an agent, you can select
the required filter. </li>
<li class="li" dir="ltr">Cick <strong class="ph b">Save workflow</strong>.</li>
<li class="li" dir="ltr">To change the transfer types settings, select <strong class="ph b">Disable transfers to
queues or agents</strong>.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save workflow</strong> to apply the changes.</li>
</ol>
<p class="p" dir="ltr">
<img class="image" id="topic_wdg_4fx_qgc__image_agn_qvv_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_ap_6.png" width="650"></p>
</div>
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