With step-by-step guides for the Amazon Connect agent workspace, companies can provide customizable experiences for their agents, enabling them to deliver exceptional service from the first day on the job. Contact center administrators can now create low-code, UI based workflows to guide agents through common situation such as making reservations, managing payments, and submitting new orders. Administrators can set up step-by-step guides to appear in the Amazon Connect agent workspace or embedded within their own homegrown applications. Step-by-step guides dynamically guide the agent through the life of a customer service request, ensuring the agent never has to guess or rely on past experience to know what comes next.
While step-by-step guides are designed to be flexible for your specific usecase, there are design patterns that will be common throughout all guides such as integration with AWS Lambda functions.
To help accelerate development, this repository serves as a central library to provide templates and examples for common design patterns with step-by-step guides. Continue reading to learn how to best use this library to meet your specific use case.
This library is designed specifically for Amazon Connect contact center administrators interested in creating step-by-step guides for their agents. To get the most out of this library you are expected to:
- Have an Amazon Connect instance account with step-by-step guides enabled for your security profile.
- Working knowledge of Amazon Connect flows and queues.
- Working knowledge of the JSON object format. To learn more see this tutorial.
This library is divided into two parts: modules and examples.
Within the Modules folder are subfolders for commonly used patterns that will appear in your contact flows when using step-by-step guides, such as initiating a step-by-step guide and using step-by-step guides with Amazon Connect Cases . Each subfolder has a README.md which provides details about the pattern, why we want to use this pattern, how to use the pattern within the context of a larger contact flow, and other relevant information.
Within the Examples folder are subfolders showcasing complete implementations of a step-by-step guide. For instance, you can see how to use step-by-step guides to implement post-call disposition code or schedule and review tasks using a form. Each subfolder contains a README.md which provides details about the example and an in-depth implementation guide.
To learn more about step-by-step guides for the Amazon Connect agent workspace check out the official documentation.
If you prefer learning by example check out the Getting started with step-by-step guides for the Amazon Connect agent workspace blog post.
| đź“‘ Guides Documentation |
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| Check out our official Guides documentation for more details on how to use Views along with JSON schemas for our UI and Form components. |