Deployment influencers
Integrations were the last of the contact flow influencers that we are going to discuss. Now we are going to move on to deployment influencers. These items influence the deployment in a more general and overarching way. They do not have any direct effect on the customer's experience but rather the experience and capabilities of agents and managers.
Management
We have just finished covering all the items that directly affect the contact flows and how they are laid out. Now you will need to consider a few more items that are relevant to your deployment but around administration. Amazon Connect comes with four default security profiles to attach users to. These profiles are as follows:
- Admin: Grants full admin rights
- Agent: Grants access to the Contact Control Panel (CCP)
- Call Center Manager: Grants permissions for user management, routing, and more
- Quality Analyst: Grants access to metrics
In my experience, these permissions...
