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Amazon Connect: Up and Running

You're reading from   Amazon Connect: Up and Running Improve your customer experience by building logical and cost-effective solutions for critical call center systems

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Product type Paperback
Published in Apr 2021
Publisher Packt
ISBN-13 9781800563834
Length 338 pages
Edition 1st Edition
Tools
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Author (1):
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Jeff Armstrong Jeff Armstrong
Author Profile Icon Jeff Armstrong
Jeff Armstrong
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Table of Contents (17) Chapters Close

Preface 1. Section 1: Planning
2. Chapter 1: Benefits of Amazon Connect FREE CHAPTER 3. Chapter 2: Reviewing Stakeholder Objectives 4. Chapter 3: Sketching Your Contact Flows 5. Chapter 4: Connect Costing 6. Section 2: Implementation
7. Chapter 5: Base Connect Implementation 8. Chapter 6: Contact Flow Creation 9. Chapter 7: Creating AI Bots 10. Chapter 8: Interfacing Enterprise Applications 11. Chapter 9: Implementing Callbacks 12. Chapter 10: Implementing Voicemail 13. Chapter 11: Implementing Call Analytics 14. Chapter 12: Implementing Contact Lens 15. Chapter 13: Implementing Chat 16. Other Books You May Enjoy

Putting it all together

With the departmental flows completed, we can go back to the branching flow and finish the Transfer to flow components, which currently send the callers to sample flows. When you edit the branching flow and edit an individual Transfer to flow component, the flow list will now show all your new department flows, as in the following screenshot. If you have some missing, you might have saved them instead of publishing them. They will not show up until they are published:

Figure 6.41 – Departmental flows list

When you have saved the component settings, continue editing the seven other transfer components for the correct departmental flows. When you have completed all of them, you can publish the flow, and it shouldn't error out. Remember that if you did make a mistake, Connect will highlight the error.

Once the branching flow is published, we can finally finish the entry-point flow. Edit the entry-point flow and modify the...

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