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Please refer the link. Here it list some suggestions for Improving call quality on agent workstations. https://docs.aws.amazon.com/prescriptive-guidance/latest/patterns/improve-call-quality-on-agent-workstations-in-amazon-connect-contact-centers.html
Additionally, run this tool to get KPIs for your endpoint agains your connect instance. This will help troubleshooting.
Hi,
1- You can do test through https://www.connect-tools.net/endpoint-test/ to determine whether there are a delay or not will impact agents/customer. 2- Make sure that your start point ( customer ) or your endpoint ( agent ) are located in the same Region you have AWS Connect deployed. ie: if your customers or agents are in Mexico then you should have US East or US West Region. 3- Try to decrease the hops in the middle, number transfer to number transfer to number as many hops can cause latency and quality issues. i would suggest customer call one of AWs connect numbers directly.
Best Regards, Ramy Hussein
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