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Customize the Rep Experience
Give contact center reps the information they need to help customers on the phone.
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- Create the Voice Call Record Page
The Voice Call record page shows the rep information about the call. Add Service Cloud Voice components to the page so reps can easily access Voice features such as the softphone call features, related records, call recording, and call transcription. - Set Up the Service Console App for Service Cloud Voice
Configure your console app to give reps the tools to help customers. Add the Voice softphone in the Omni-Channel utility so reps can make and receive calls. Give reps access to Voice Call records so they can review past calls. To prompt reps to link a call with a contact, set up channel-object linking. To give reps time for wrap-up tasks, configure After Conversation Work and add the component to the page layout. Add the Voice Call related list to a Lightning record page so reps can easily see related calls. - Configure the Phone Book for Outbound Calls
Let reps work off speed dial lists and make rep-to-rep or rep-to-queues calls without a Direct Inward Dialing (DID) number through the phone book in the Omni-Channel utility. - Mask Customer Phone Numbers
Protect sensitive data by redacting inbound and outbound phone numbers from Omni-Channel views, call recordings, and transcripts. - Respect Rep Capacity for Voice Calls
Let reps work across multiple channels with voice call routing that respects the current rep capacity as set by Omni-Channel. Prevent a rep from receiving a call until they have the capacity to handle it. If a rep's used primary capacity is greater than 0%, incoming calls are automatically declined so that the rep can focus on delivering excellent customer service. If your reps are helping customers on a chat, the incoming call is routed to the next available rep. With Respect Agent Capacity, a rep’s used primary capacity must be 0% to be assigned a call. - Sync Rep Presence Statuses Automatically
Let your contact centers automatically sync reps’ Omni-Channel presence statuses to indicate their availability to receive work. Reduce human error by turning on the Presence Status Sync setting on your contact centers to detect and restore out-of-sync statuses automatically. If your contact center supports custom mappings between routable presence statuses to non-routable presence statuses or vice versa, don’t select this button or your custom mappings won’t work. - Monitor and Sync Rep Status
To provide reps real-time visibility into their status in their Service Cloud Voice telephony or CCaaS provider’s system, make sure the Connection Status utility is added to your app and then add a Provider Status section to the Connection Status utility. To address rare inconsistencies between Omni-Channel and provider status, reps can manually sync their Omni-Channel status to Amazon Connect. - Map Your Presence Statuses to Amazon Connect
Keep your reps’ busy statuses in sync across Amazon Connect and Omni-Channel and report on your reps’ Omni-Channel break statuses from Amazon Connect. Mapped presence statuses are automatically synced with Amazon Connect for any Omni-Channel presence status change. - Grant Reps Access to View Rep Statuses When Transferring Calls
To transfer a call efficiently in Omni-Channel, a rep needs to see which reps are available. By default, only reps with View All Data, like Contact Center admins, can see other reps' statuses. To grant all reps visibility, set the sharing setting for the User Presence to Public Read Only. - Resolve Common Status Conflicts
To prevent Amazon Connect from erroneously marking reps as available while Omni-Channel is still processing agent work records, set the Amazon Connect status to sfdc_pending during the processing time. For example, if a rep receives a call but the customer hangs up before the rep can accept it, the Amazon Connect status is marked as sfdc_pending. - Customize Call Controls and Voice Extensions
Build user interfaces and rep actions in the Omni-Channel utility for your unique business needs. Developers can add Lightning Web Components, Lightning components, and Visualforce pages to a softphone extension that opens like a drawer when reps click More. - Let Reps Pause and Resume Voice Call Recordings
Some organizations automatically record calls for training and quality purposes. Your customers and your company might prefer not to record certain information for privacy and legal compliance reasons. Honor your customer’s privacy and protect your company when a call is recorded by allowing reps to pause the recording when sensitive information is exchanged. Reps can resume the recording when it’s appropriate. - Set Up Desk Phones for Your Contact Center
You can set up desk phones or headphones in your telephony system so that your reps can use them to answer and make calls. - Set Up Voice Call Audio for Virtual Desktop Users
To let virtual desktop users communicate in voice calls, enable the Remote Media for Virtual Desktop app permission, assign it to users with a permission set, and create a local media URL for your virtual desktop users. For Citrix implementations, enable the Access Virtual Desktop Infrastructure for Voice Calls through Citrix app permission and assign it to users with a permission set. - Configure Caller ID
Make it easier for your reps to identify callers. When a customer dials in, use the caller phone number to create an End User record so that reps always know who’s calling, even for abandoned or missed calls. You can create or reuse the same End User record regardless of which number the caller dialed. - Customize Automatic Task Creation
Prevent the Sales Engagement automatic task creation feature from generating tasks from Voice calls. - Organize Voice Call Information into Separate Workspace Tabs
To keep call information separate and organized when reps begin calls from the console, open voice call records in unique workspace tabs rather than subtabs of related workspace tabs. - Set Up Voice ID
Stop asking endless security questions to authenticate your customers over the phone. Instead, use Voice ID powered by Amazon Connect. Using a caller’s voice biometrics, Voice ID verifies the identity of the caller and detects fraud risk. An individual’s unique voice properties make it difficult to spoof. - Let Reps Test Their Workstations with Connection Status Utility
To help reps check whether their workspace is ready for Service Cloud Voice, add the Connection Status utility to console apps or Voice extensions. Add the optional Provider Status section so reps can monitor their telephony or CCaaS provider status and manually sync it for rare status mismatch issues.
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