Frequently Asked Questions (Engage Legacy)

Below you will find answers to the most common questions you may have regarding Engage, The Pre-built Contact Center platform. If you can find the answer you are looking for, just contact us at our Support Team.

Can I respond to multiple chats at the same time?

Yes, you can respond to up to 10 chats at the same time.

Can I make an outbound call while on a client call?

No, you can only make an outbound call while you are working on a chat conversation, not a voice call.

How to initiate an Outbound Call while on a Chat or Task

To initiate an outbound call while in a chat conversation, select the icon next to your agent status in the top left-hand corner of the screen. Please note, if you are already on a call, this functionality won’t be available. It is only available when you are in a chat conversation

Once you click on the telephone icon. You can either be connected to a Quick Connect by clicking on Quick connects that you have set up or you can click on the Number pad to dial a number yourself.

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Click Call to start your call. This can help agents assist customers quicker by for example phoning another department for assistance whilst chatting to the customer, instead of ending the conversation, then phoning for assistance and having to phone the client back after to further assist them.

Which browsers are supported?

Chrome, Microsoft Edge and FireFox

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How do I allow “microphone” and “pop-ups and redirects”?

Please follow the steps below

Open the Engage Page - https://engage.us.localmeasure.com‍

Click the information lock next to the URL

Click on “Site Settings”

Click on the sandwich menu for “Microphone” and “Pop-ups and redirects”

Select “Allow” for both

Refresh the page and wait 15 seconds

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Will Engage for Amazon Connect work in "Incognito" mode?

No, Engage for Amazon Connect will not work in "Incognito" mode

How do I change my status?

Click on the following button on the top left-hand side of your screen and select the status from those available to you in the dropdown.

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How do I accept an incoming chat/voice call?

Click on the green tick next to the incoming conversation

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What are snippets?

Snippets are short codes that prompt a longer template response to save agents time on frequently used questions or requests.

In a conversation, you can type forward slash plus designated word and/or a number and click enter e.g., “/information”.some text

Snippets can be used in the Notes section during a conversation or in ACW

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How do I use Resolution Codes?

A resolution code gives meaning to the resolution of the service request described by the client. Resolution codes isolate the detailed solution for the call.

In a conversation, you can navigate to the section Resolution Codes‍

On the right of the screen, where the client’s information is located, select the tag icon and select the Resolution codes‍

Once selected you will be able to save and close the contact

How do I make an Outbound call?

Once you change your status to Available, you can start making outbound calls by clicking on the Outbound Call button next to the status icon. If you are calling a customer that has had previous interactions within the system or utilizing your internal CRM system, you will see the customer information displayed in the Customer Profile section on the right-hand side of the screen once the call is connected.
A timer will start to show you how much time has elapsed on the call.

How do I use the Hold and Mute functionality on a call?

You can put a customer on hold by clicking the dark grey Hold button above the conversation tab. You will get a verbal notification that the customer is on hold and the button changes to orange. To resume your call and take the customer off hold, you can click the same button which will now be orange and say Resume. You can mute yourself by clicking the dark grey Mute button above the conversation tab
To take yourself off mute, you can click the same button which will now be orange and will say Un-mute.

How do I add an internal transfer note?

To make an internal transfer note before you transfer a caller, click the dark grey button at the bottom of the conversation box Add a note. You can also type your notes when you transfer the call.

Click the green Save Note button to save your note to the customer profile section.
Note: If you make a note after you transfer the call, the person/team that you transferred the call to will not see the note. Always do it before you transfer the caller.

How do I transfer a call?

To transfer a call, click on the dark grey Transfer button at the top of the screen. This will automatically put you on hold while the call is transferred.
You have the option of transferring either to an individual person listed in Quick Connects, or to another number. Once you have selected the individual or keyed in a number, click the Transfer button.
Once the call is transferred, it will allow you to make a note before you close the contact.To cancel the transfer, you can click the Cancel button.

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How do I set my status before the next call/conversation?

Agent Next status enables an agent to change into the state they want to be by the end of the call. This is particularly useful if you need to take a lunch break or quickly step away from your desk.

You can select agent Next Status while you're on a call and speaking to a customer. You can set your next status, for example, to be Offline.
Once you end the call and close your interaction, the system will automatically put you into Offline status thereby ensuring that you will not receive any further calls that may be waiting in the queue.

During After-Call Work (ACW), selecting Next Status sets your status immediately and closes ACWs. You'll be asked for confirmation with the message: "This will close conversations in after contact workflows. Are you sure you want to continue?". If the chosen status is routable/available, you may receive new contacts straight away. To avoid interruptions, complete ACWs first.

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How do I change my language settings in Engage?

If you have administrator access, please click on the cog's icon on the left-hand side of your screen and select Agent Settings. Under Language click on the drop-down and update your language by choosing one of the available options.

Can I change my default ringtone?

If you have administrator access, please click on the cog's icon on the left-hand side of your screen and select Audio Settings. Under Ringtone click on the drop-down and select your new ringtone.

How do I set up notifications from Engage for Amazon Connect?

In notifications settings, you can enable or disable the browser notification settings by click on the tick box next to Enable browser notifications.
You can also enable notifications for when a new message arrives, enable this by clicking the tick box next to New message notifications.
Control the volume for the new message notification (should you have ticked the box to enable it) by using the slides under New message notification volume.
You can also choose to receive notifications on a secondary device by ticket the box next to Secondary notification.

How do I use the Contact Search functionality?

Click on the customer profile search icon next to the agent status bar

Contact search is in a separate tab from the inbox, so it does not disrupt an agent’s workflow. Agents can easily switch between conversations and contact search.

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Why can't I close my call/chat?

If resolution codes are enabled, please ensure you have selected the appropriate resolution code. You should now be able to close your interaction.

If you can’t add a resolution code, make sure there is a profile selected.

Why can't I transfer my call/chat?

If you are not able to transfer a call, you must first select a profile under the Profile Matches on the right side of the screen.
Once selected, you will be able to transfer and close the contact.

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I am getting an error about my account not existing when trying to log into Engage

Please check with your IT department on whether you have been set up as a user in Engage for Amazon Connect.

Can the workspace name be set as part of the URL to avoid me adding it manually?

Yes, it can be added. The URL will be https://engage.uk.localmeasure.com/yourworkspacename.

‍Please check with your supervisor as to what your workspace name is and fill that in the URL above where it currently says yourworkspacename.

I don’t know my workspace name.

Please check with your supervisor on what the workspace name should be

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