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End User Guide

This section describes the features and functions that are specific to the Amazon Connect app for Zendesk. The user should refer to the Amazon Connect User Guide (page 321 and onwards) for detailed information on use of the Amazon Connect softphone.

When you first log in to your Zendesk instance and click on the Amazon Connect app on the top bar you will be redirected to the Amazon Connect sign in screen. Once you type in your credentials and have successfully signed in the Amazon Connect tab will automatically close. The Connect softphone will load in Zendesk.

Make sure you enable pop-ups and allow the use of the microphone

From release 2.5 onwards ticket comments look and feel has changed. There’s no initial internal note on ticket creation and contact details have been streamlined with the introduction of Zendesk TPE v2 voice comment. Therefore the screen examples below may not reflect the actual view. We will update them in due course.

Inbound calls (auto assignment)

The following apply when the ticket_assignment attribute has been set to auto in your contact flow. If the ticket_assignment attribute has not been set within your contact flow, it will default to auto.

Recognised caller

If an agent answers a call from a recognised number, a new ticket is automatically created and attached to this user.

If the call is related to an existing ticket, the agent can merge the newly created ticket into the existing one.

Unrecognised caller

If an agent answers a call from an unrecognised number, a new user is created with the unrecognised number attached to it and a new ticket is attached to this user.

If the caller is an existing user, the agent will need to merge the newly created user into the existing one. If the call is related to existing ticket, the agent can merge the newly created ticket into the existing one.

Anonymous caller

If an agent answers a call from an anonymous/private number, a new ticket is automatically created with the agent as the requester. The agent can then either find an existing user or create a new one and change the ticket requester to that user.

Ticket number attribute

The zendesk_ticket attribute allows for callers to enter a ticket number within an IVR, and have that ticket pop for the agent when they answer the call.

The following apply if the zendesk_ticket attribute has been set in your contact flow.

Recognised caller

If an agent answers a call from a recognised number and the caller has entered a valid ticket number, the specified ticket will pop for the agent.

If an agent answers a call from a recognised number and the caller has entered either an invalid ticket number or the ticket number does not match back to the caller, a new ticket is automatically created for the recognised caller.

Unrecognised caller

If an agent answers a call from an unrecognised number and the caller has entered a ticket number, a new user is created and a new ticket is attached to this user regardless of whether the caller entered a valid ticket number or not as we can’t verify if the unrecognised caller is the actual requester of that ticket.

If the caller is an existing user, the agent will need to merge the newly created user into the existing one. If the call is related to existing ticket, the agent can merge the newly created ticket into the existing one.

Anonymous caller

If an agent answers a call from an anonymous number and the caller has entered a ticket number, a new ticket is automatically created with the agent as the requester regardless of whether the caller entered a valid ticket number or not as we can’t verify that the anonymous caller is the actual requester of that ticket. The agent can then either find an existing user or create a new one and change the ticket requester to that user.

Recent ticket attribute

The recent_ticket_timeout attribute and create ticket after minutes app setting allows for a recent ticket of a recognised caller to pop for the agent instead of creating a new ticket. For example, if the recent_ticket_timeout attribute or create ticket after minutes app setting is set to 15, a new ticket will only be created if there hasn’t been a ticket created or updated within the last 15 minutes for that recognised caller.

The following apply if the recent_ticket_timeout attribute has been set in your contact flow, or if the create ticket after minutes app setting has been set within the app’s settings.

Recognised caller

If an agent answers a call from a recognised number and the caller has a recently created or updated ticket within the specified timeframe, then that latest ticket will pop for the agent.

If an agent answers a call from a recognised number and the caller has a recently created or updated ticket outside of the specified timeframe, then a new ticket is automatically created for the recognised caller.

If the call is related to an existing ticket, an agent can merge the newly created ticket into the existing one.

Unrecognised caller

If an agent answers a call from an unrecognised number a new user is created with the unrecognised number attached to it and a new ticket is attached to this user.

If the caller is an existing user, the agent will need to merge the newly created user into the existing one. If the call is related to existing ticket, the agent can merge the newly created ticket into the existing one.

Anonymous caller

If an agent answers a call from an anonymous number a new user is created with the agent as the requestor and a new ticket is attached to this user. The agent can then either find an existing user or create a new one and change the ticket requester to that user.

Inbound calls (manual assignment)

The following apply when the ticket_assignment attribute has been set to agent in your contact flow.

Recognised caller

If an agent answers a call from a recognised number, that user’s profile is popped and the agent has the option of either clicking on the create ticket button to create a ticket for that user or if the call relates to one of the user’s existing tickets the agent can open an existing ticket and then click on the attach to current button to attach the call to it.

Unrecognised caller

If an agent answers a call from an unrecognised number, the agent can click on the create ticket button to create a new user with the unrecognised number attached to it and a new ticket attached to this user.

Alternatively, the agent can first identify the caller and if they are an existing user the agent can navigate to the existing user’s profile and click on the create ticket button to create a ticket for that user. The contact number is automatically added to the user’s profile.

The agent may also establish if the call relates to one of the user’s existing tickets and attach the call to it by opening the ticket and then clicking on the attach to current button. The contact number is automatically added to the user’s profile.

It may take up to a few minutes for contact numbers to get automatically added to a user’s profile.

Anonymous caller

If an agent answers a call from an anonymous number, the agent can click on the create ticket button to create a new ticket with the agent as the requester. The agent can then either find an existing user or create a new one and change the ticket requester to that user.

Alternatively, the agent can first identify the caller and if they are an existing user the agent can navigate to the existing user’s profile and click on the create ticket button to create a ticket for that user.

The agent may also establish if the call relates to one of the user’s existing tickets and attach the call to it by opening the ticket and then clicking on the attach to current button.

Ticket number attribute

The zendesk_ticket attribute allows for callers to enter a ticket number within an IVR, and have that ticket pop for the agent when they answer the call.

The following apply if the zendesk_ticket attribute has been set in your contact flow.

Recognised caller

If an agent answers a call from a recognised number and the caller has entered a valid ticket number, the specified ticket is popped and the agent can attach the call to it by clicking on the attach to current button.

If the call is not related to the popped ticket, the agent can attach the call to a different ticket or create a new one by clicking on the create ticket button.

If an agent answers a call from a recognised number and the caller has entered either an invalid ticket number or the ticket does not match back to the caller, that user’s profile is popped and the agent has the option of either clicking on the create ticket button to create a ticket for that user or if the call relates to one of the user’s existing tickets the agent can open an existing ticket and then click on the attach to current button to attach the call to it.

Unrecognised caller

If an agent answers a call from an unrecognised number and the caller has entered a valid ticket number, the specified ticket is popped and the agent can then identify the caller and confirm they are an existing user and the quoted ticket belongs to them before clicking on the attach to current button. The contact number is automatically added to the user’s profile.

If the caller cannot be matched against the ticket or the ticket is not the intended one the agent can look for the correct ticket and user or create a new user within the Zendesk UI and then create a new ticket for that user by clicking on the create ticket button.

If an agent answers a call from an unrecognised number and the caller has entered an invalid ticket number, no ticket or user profile is popped for the agent. The agent can click on the create ticket button to create a new user with the unrecognised number attached to it and a new ticket attached to this user.

Alternatively, the agent can first identify the caller and if they are an existing user the agent can navigate to the existing user’s profile and click on the create ticket button to create a ticket for that user. The contact number is automatically added to the user’s profile.

The agent may also establish if the call relates to one of the user’s existing tickets and attach the call to it by opening the ticket and then clicking on the attach to current button. The contact number is automatically added to the user’s profile.

It may take up to a few minutes for contact numbers to get automatically added to the user’s profile.

Anonymous caller

If an agent answers a call from an anonymous number and the caller has entered a valid ticket number, the specified ticket is popped and the agent can then identify the caller and confirm they are an existing user and the quoted ticket belongs to them before clicking on the attach to current button.

If the caller cannot be matched against the ticket or the ticket is not the intended one the agent can look for the correct ticket and user or create a new user within the Zendesk UI and then create a new ticket for that user by clicking on the create ticket button.

If an agent answers a call from an anonymous number and the caller has entered an invalid ticket number, no ticket or user profile is popped for the agent. The agent can click on the create ticket button to create a new user with the agent set to requestor and a new ticket attached to this user.

Alternatively, the agent can first identify the caller and if they are an existing user the agent can navigate to the existing user’s profile and click on the create ticket button to create a ticket for that user.

The agent may also establish if the call relates to one of the user’s existing tickets and attach the call to it by opening the ticket and then clicking on the attach to current button.

Recent ticket attribute

The recent_ticket_timeout attribute and create ticket after minutes app setting allows for a recent ticket of a recognised caller to pop for the agent instead of creating a new ticket. For example, if the recent_ticket_timeout attribute or create ticket after minutes app setting is set to 15, a new ticket will only be created if there hasn’t been a ticket created or updated within the last 15 minutes for that recognised caller.

The following apply if the recent_ticket_timeout attribute has been set in your contact flow, or if the create ticket after minutes app setting has been set within the app’s settings.

If an agent answers a call from a recognised number and the caller has a recently created or updated ticket within the specified timeframe, then that latest ticket is popped and the agent can attach the call to it by clicking on the attach to current button.

If the call is not related to the popped ticket, the agent can attach the call to a different ticket or create a new one by clicking on the create ticket button.

If an agent answers a call from a recognised number and the caller has a recently created or updated ticket outside of the specified timeframe, that user’s profile is popped and the agent has the option of either clicking on the create ticket button to create a ticket for that user or if the call relates to one of the user’s existing tickets the agent can open an existing ticket and then click on the attach to current button to attach the call to it.

Queue notification on connecting

On an incoming contact connection event, the serving queue name will be displayed before you accept the contact. This applies to channels voice and chat for incoming contacts. For callbacks the queue name is shown at the time the callback is offered to you.

Queue name remains displayed above the Accept/Reject buttons until you either accept or reject the contact, or the contact is missed.

Note, if you have auto-accept configured in your user settings, the queue name will only be visible for a very short time, if at all.

Queue name is clipped at 35 characters with ellipsis replacing the overflow, but leaving the last 8 characters visible. A tooltip on hover will show the whole name.

Setting up dual ringer

Dual ringer enables you to specify additional audio device on your workstation to ring when a new contact is being routed to you (either voice, chat or task). You can temporarily enable that, in case you need to take off your headset (primary ringer) and could thus potentially miss an incoming contact.

Setting the additional audio device is done in the sidebar column via a simple drop-down:

Drop-down will list all available (output) audio devices on your system:

When you select a device, that device will play a short sample of the ringtone.

Dual ringtone with selected device will stay in effect until changed. Incoming contacts will ring on both, the default audio device (eg. headset) and the selected secondary device. When you want to stop using the secondary ringer, just revert back to the -- No secondary ringtone -- option.

Note: if you clear the cache while the secondary device is active, you will lose this setting and will need to select the secondary device again.

Outbound calls (auto assignment)

The following apply when the ticket_assignment attribute has been set to auto in your contact flow. If the ticket_assignment attribute has not been set within your contact flow, it will default to auto.

Zendesk user profile

To make an outbound call from a user profile, click on the user’s phone number and select call this number. A new ticket will automatically be created for that user.

Zendesk ticket

To make an outbound call from a ticket, click on call and then select direct line. The call will be attached to the selected ticket.

Connect softphone

To make an outbound call from the Connect softphone, initiate the call via the dial pad or Quick Connects.

Recognised number

If it is a recognised number a new ticket will automatically be created for that user.

Unrecognised number

If it is an unrecognised number, nothing happens. The call is not attached to any new or existing ticket.

Outbound calls (manual assignment)

The following apply when the ticket_assignment attribute has been set to agent in your Amazon Connect contact flow.

Zendesk user profile

To make an outbound call from a user profile, click on the user’s phone number and select call this number. The agent then has the option of either clicking on the create ticket button to create a ticket for that user, or if the call relates to one of the user’s existing tickets the agent can open an existing ticket and then click on the attach to current button to attach the call to it.

Zendesk ticket

To make an outbound call from a ticket, click on call and then select direct line. The call will be attached to the selected ticket.

Connect softphone

To make an outbound call from the Connect softphone, initiate the call via the dial pad or Quick Connects.

Recognised number

If it is a recognised number that user’s profile is popped and the agent has the option of either clicking on the create ticket button to create a ticket for that user or if the call relates to one of the user’s existing tickets the agent can open an existing ticket and then click on the attach to current button to attach the call to it.

Unrecognised number

If it is an unrecognised number, nothing happens. The call is not attached to any new or existing ticket.

Agent to agent call transfers

If the ticket_assignment attribute has been set to auto, when agent #1 transfers a call to agent #2 the call details for the transferred part of the call will get attached to the existing ticket that was created when agent #1 accepted the call.

If the ticket_assignment attribute has been set to agent, when agent #1 transfers a call to agent #2, one of the following will occur based on the action taken by agent #1:

  1. If agent #1 has created a new ticket for the caller, the call details for the transferred part of the call will get attached to the ticket created by agent #1.

  2. If agent #1 has attached the call to an existing ticket, the call details for the transferred part of the call will get attached to the existing ticket selected by agent #1.

  3. If agent #1 has not created a new ticket or selected an existing ticket, agent #2 has the option to either create a new ticket or select an existing ticket for that caller. In this scenario only agent #2's call details will get attached to the ticket. The attribute force_ticket_creation will also need to be set to false for this to apply.

In the event of an error (e.g. indexing delay in Zendesk) where the ticket number was not successfully passed through to agent #2 and therefore no ticket is popped for agent #2, agent #2 will need to ask agent #1 for the appropriate ticket number and then attach the call to that ticket.

Inbound chats (auto assignment)

The following apply when the ticket_assignment attribute has been set to auto in your contact flow. If the ticket_assignment attribute has not been set within your contact flow, it will default to auto.

Recognised customer

If an agent accepts a chat from a recognised customer, a new ticket is automatically created and attached to this user.

If the chat is related to an existing ticket, the agent can merge the newly created ticket into the existing one.

Unrecognised customer

If an agent accepts a chat from an unrecognised customer, the app will change the ticket assignment behaviour from auto to agent and the agent can create a new user and then click on the create ticket button to create a new ticket attached to this user.

Alternatively, the agent can first identify the customer and if they are an existing user the agent can navigate to the existing user’s profile and click on the create ticket button to create a ticket for that user.

The agent may also establish if the chat relates to one of the user’s existing tickets and attach the chat to it by opening the ticket and then clicking on the attach to current button.

Inbound chats (manual assignment)

The following apply when the ticket_assignment attribute has been set to agent in your contact flow.

Recognised customer

If an agent answers a chat from a recognised customer, that user’s profile is popped and the agent has the option of either clicking on the create ticket button to create a ticket for that user or if the chat relates to one of the user’s existing tickets the agent can open an existing ticket and then click on the attach to current button to attach the chat to it.

Unrecognised customer

If an agent accepts a chat from an unrecognised customer, the agent can create a new user and then click on the create ticket button to create a new ticket attached to this user.

Alternatively, the agent can first identify the customer and if they are an existing user the agent can navigate to the existing user’s profile and click on the create ticket button to create a ticket for that user.

The agent may also establish if the chat relates to one of the user’s existing tickets and attach the chat to it by opening the ticket and then clicking on the attach to current button.

Auto attaching chat continuation to an existing ticket

Amazon Connect chat has ability to continue a previous chat conversation if one was ended by an agent but the customer wants it to continue and sends another message (within a certain time frame). This is reflected in the app behaviour in two ways: firstly, the continued chat is automatically attached to the ticket that contained the original conversation and secondly, the attached transcript always contains the whole conversation.

Agent to agent chat transfers

Chats can be transferred in the same way as calls, except that the process is asynchronous. When a chat is successfully transferred to an agent or a queue (note that the agent doesn’t need to be available), the chat will be attached to the same ticket and the transcript will contain the whole conversation.

In the event of an error (e.g. indexing delay in Zendesk) the ticket assignment mode will change from auto to agent so that the transferred-to agent can search for the customer and/or ticket. As good practice it is recommended to have the first agent mention the ticket number in the chat, before transferring.

Tasks assignments

You can assign tasks originating from Amazon Connect to new or existing Zendesk support tickets. There are two use case scenarios which determine your user experience when dealing with Connect tasks:

  1. An incoming Connect tasks is already linked to an existing tickets, by having the task name field in the format of Zendesk-nnnn where nnnn stands for Zendesk ticket number. Upon receiving such task in the Contact Control Panel (CCP), the linked Zendesk ticket will automatically “pop” and after you accept the task the relevant Connect task details will be appended to the ticket as an internal note. (This scenario will most commonly arise when your administrator has established Zendesk → Amazon EventBridge integration and configured associated task creation rules.)

  2. You have received an unrelated Connect task in CCP (with arbitrary value in the name field, not in the above format). In this case the ticket assignment mode will automatically change to agent (manual assignment) so you will be able to select a user or a ticket to either create a new ticket or attach task details to an existing ticket, similarly to calls or chats. With tasks (and unlike calls or chats) you also have an option to not assign the task to any ticket when, for example the task is of an administrative or other nature, not related to any specific case or user.

Note: if the task’s name field is in proper Zendesk ticket format as per scenario 1. above, but a corresponding ticket number doesn’t exist, it will be treated as unrelated task, per scenario 2.

Integration via EventBridge

Zendesk and Amazon Web Services support integration between platforms via Amazon EventBridge, where a Zendesk event, such as Support ticket creation, can be captured and processed in EventBridge. An example integration is automatic Amazon Connect task creation on such event. Tasks that are created via such integration follow the naming convention as per scenario 1. above.

If such task is routed to you, the connector app will automatically pop the related Zendesk ticket:

If you accept the task, it’s details will be added as a private note to that ticket, same as they would for accepted call:

Using the app in media-less mode

If media-less mode has been enabled in your app’s settings, follow the below instructions to correctly sign in to your Zendesk instance.

  1. Open a tab in your browser and sign in to your Contact Control Panel (CCP).

  2. If the CCP does not automatically load for you and you are instead presented with the Connect console, click on the phone icon.

  3. Make sure you allow the use of your microphone.

  4. Open a new tab in your browser and sign in to your Zendesk instance.

  5. Click on the Connect app icon in the top right corner and you should see that you are already logged in. You are now set to receive inbound calls and make outbound calls. You do not need to use the CCP that is open in another tab, however you will need to keep this tab open whilst you are using the Connect app in Zendesk.

In the event you are unable to accept incoming calls or make outbound calls, clear your browser cache, then follow the above steps again.

Handling multiple concurrent contacts

You may have your routing profile configured to handle multiple chats and/or multiple tasks at the same time. Additionally, there’s an Amazon Connect feature where an agent can handle contacts across multiple channels (talk, chat, task) at the same time, if this is enabled in their routing profile.

Most of the cross-channel and multiple contacts functionality is driven via the built-in Contact Control Panel (CCP), with a couple of new behaviours in the Zendesk Support UI:

  1. When you are on a contact (chat or task) and a new contact comes in (call, chat or task), the behaviour will be the same as for any new contact, i.e. a corresponding user (if any) will pop, and when you accept the contact a new ticket will be created for that contact and will pop. The ticket of the first contact will still be active and available in its separate ticket tab.
    Note that if you are on a call, new chat or task contacts won’t be routed to you.

  2. When you open a ticket tab which has a corresponding active contact, the CCP will automatically switch to that contact (across all channels)

  3. When you use tabs in CCP to switch between the active contacts, corresponding tickets will be automatically brought to front (pop)

  4. If a chat contact is idle (no response from a customer for a while) and you minimise the app (hiding CCP), the app will pop open if any of the open chats receives a new message. A notification badge within the respective conversation tab in CCP UI will indicate which conversation received a message, so that you can switch to it.

  5. When one of the active contacts ends, the corresponding ticket will be automatically updated, as per current functionality and brought to front (pop). At the same time the CCP will automatically switch to that contact (in its After Call Work state). When you close that contact the CCP will display another open contact and the corresponding ticket will automatically pop. Please note that this is true only when there are still open contacts within that same channel. For example if you have a call open and also a chat, upon closing the call contact the CCP won’t automatically switch to the remaining chat. (You can still switch to it manually though.)

At the moment the CCP popup window automatically hides when a voice contact is connected, as to not obscure the underlying Zendesk UI unnecessarily. This behaviour changes slightly with multiple concurrent contacts - the CCP remains visible when there are two or more active contacts.

Using multiple browser tabs

You can have the Zendesk Support app open in multiple tabs/windows simultaneously. The Amazon Connect app for Zendesk will gracefully handle contact events across those tabs and/or windows. Only the window/tab that first received (or initiated) the call will be processing it (contact processing tab). All others will ignore any further events related to that call. This ensures tickets are not duplicated or otherwise affected by multiple instances of the app processing the same call. If the contact processing tab is duplicated it’s treated as a new tab and the call will continue to be processed in the original one.

Note that handling multiple concurrent contacts is not supported across multiple browser tabs (and/or windows). This means you can’t have several concurrent contacts open, each in its separate browser tab.

You can still open multiple browser tabs with your Zendesk Support app and accept contacts in different browser tabs, as long as they’re processed one at a time. If however, a second contact comes in while the first is still open, it will be handled in the browser tab where the first contact was accepted (or dialled out from). It’s important not to close this tab or its window. If this happens by accident, try to reopen it (eg. CTRL+SHIFT+T / CTRL+SHIFT+N in Chrome). Multiple concurrent contact navigation features described above will only work in this contact processing tab.

Unless there are compelling business reasons, we strongly recommend using just a single browser tab/window and navigate contacts and tickets within CCP and Zendesk UI respectively.

Amazon Connect VoiceID

Amazon Connect Voice ID, a feature of Amazon Connect, uses machine learning to provide real-time caller authentication and fraud risk detection to make voice interactions faster and more secure. You read more about it here.

Amazon Connect app for Zendesk adds some additional enhancements which improve both customer and your experience as an agent.

  1. A customer calls for the first time, or is not recognised, or is an existing customer but not yet enrolled or opted out (their status is blank). A unique id is setup as their VoiceID identifier.

  2. The call is placed into a queue and routed to you. When you accept the call the VoiceID UI is displayed, where you can see that the customer is not yet enrolled. You can then suggest to the customer to enrol into VoiceID. If the customer agrees you can enrol them by clicking the Enrol button. If they decline you mark them as opted out by clicking the Opt out button.

  3. At the end of the call, the app checks customer’s enrolment status and saves it into their voice authentication status Zendesk user field. It also saves the designated voice authentication id into respective Zendesk user field. Note: you’ll be able to see these fields in the user pane, but please make sure not to edit or clear them, as this would corrupt the customer’s VoiceID and they would need to go through the enrolment (or opt out) process again.

Later, when that same customer calls again and are identified by the Zendesk-Search add-on, the contact flow looks into their enrolment status and takes one of the two paths:

  1. If the enrolment status is ENROLLED, the IVR asks the customer to speak for about 10 seconds, so that they can be verified by their voiceprint. VoiceID verifies them against the stored authentication id, retrieved from the respective Zendesk user field. If they are successfully authenticated, you will see that immediately upon being connected. If they are not authenticated though or authentication result is inconclusive, the ticket_assignment contact attribute will be set to agent (manual), so that the call and the related Zendesk support ticket is not automatically attributed to a potentially wrong customer. You will need to perform a standard full identity verification in that case.

  2. When the enrolment status is OPTED_OUT, the IVR will skip voice verification and you will be able to see that customer is not opted into the VoiceID. In this case you will again, need to perform a standard full identity verification.

Regardless of the current enrolment status, a customer can always request a change. So they can decide to opt out after being already enrolled, or the opposite - request to be enrolled after they’ve opted out. The app will store their last updated status in the respective Zendesk user field.

 

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