Navigating the Engage Desktop (Engage Legacy)

This article offers a brief overview of the Engage dashboard. It will direct you to the locations of essential features, including Agent Status, Contact Search, Outbound Calls, Recent Performance Dashboards, Agent Settings, and Supervisor Settings.

Agent status

After logging into Engage for Amazon Connect, your agent status will be offline by default. You will have to change it before you can make or receive calls by clicking on Set status to available.

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You can select a different status by clicking on your profile at the top right of the desktop.

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Contact Search Button

The Contact Search button allows you to search customers by using one of the following details:

Profile ID

Email address

Phone number

Full customer name

Account number

To access the Contact Search button, click on the search icon  next to the agent status.

Opening the Contact Search panel will display a list of your last six customer interactions. Opening a customer profile from the Contact Search button will give you access to their conversation history, previous tasks and notes, resolution codes and additional customer details.

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You can favorite customers by clicking on the star icon at the left of the customer’s name. You can then click on the tab Favorites to view any contacts you have saved as a favorite. Contacts can be removed from favorites by clicking on the star icon again.

Outbound Call button

The Outbound Call button opens the Quick Connects tab, and gives you access to the number pad in order to place outbound calls from the Engage desktop.

You can search Quick connects using the search bar. Quick Connects for external numbers will be listed in the panel, if they are set up. Additional Quick Connects may not be available until you are on a call.

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To dial a number, go to the Number pad. You can select a country code from a dropdown by clicking on the flag next to the country code already selected.

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Recent Performance Dashboard

The recent performance dashboard needs to be enabled by an Admin user on Engage, via the Supervisor settings. It can then be accessed via the dashboard icon at the top right of the desktop.

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Agent Settings

You can open the Agent Settings by clicking on the gear icon, to the right of the desktop.

Supervisor Settings

The Supervisor settings are only available to Admin users of Engage. They are represented by the gears icon, on the top left of the desktop.

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