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Thiru Subramanian

As seen in: Amazon Web Services
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Articles

Enable agent to agent calling as a third-party (3P) application in Amazon Connect agent workspace | Amazon Web Services

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By Rama Krishna Yalla, Agnel P. Joseph, Thiru Subramanian, Satish Somasundaram
| Amazon Web Services
{ "PK": "<BUSINESS_UNIT_NAME_TO_GROUP_AGENTS>", "Login": "<CONNECT_USER_ID>", "AgentARN": "arn:aws:connect:us-east- 1:<ACCT_NAME>:instance/<INSTANCE_NAME>/agent/<AGENT_ID>", "AgentStatus": "<CURRENT_AGENT_STATUS>", "FirstName": "<FIRST_NAME>", "LastName": "<LAST_NAME>", "StartTimestamp": "<TIME_STAMP_OF_RECORD_CREATION" } Step 2: Create an “agent status management” AWS Lambda function using AWS AppSync Go to AWS Lambda → Create Function → Author from scratch. Function name: AgentStatusLambda.
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Enable agent contact history in Amazon Connect agent workspace as a third-party (3P) application | Amazon Web Services

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By Rama Krishna Yalla, Agnel P. Joseph, MOHIT BANSAL, Thiru Subramanian
| Amazon Web Services
AWS Contact Center Contact center agents juggle dozens of customer interactions daily. Without easy access to their recent call history, valuable context gets lost between conversations. Amazon Connect provides agents with powerful tools to manage real-time voice and digital interactions. One valuable enhancement is the ability for agents to view a personalized summary of their recently handled voice contacts—such as calls—in a single, consolidated view.
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