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Help resources for Zendesk for Contact Center

Eduardo Calvo

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This article lists essential guides and articles to help you maximize the potential of Zendesk for Contact Center.

Sections covered in this article:

Help with contact flows in Amazon Connect

An Amazon Connect flow defines the customer experience with your contact center from start to finish. Amazon Connect includes a set of default flows so you can quickly set up and run a contact center. However, you may want to create custom flows for your specific scenario.

For more information, see Flows in Amazon Connect on the AWS website.

Help with queues in Amazon Connect

There are two types of queues in Amazon Connect: standard queues and agent queues. In a standard queue, contacts wait before they are routed to and accepted by agents. An agent queue is created automatically when you add an agent to your contact center.

Contacts are only routed to agent queues when explicitly sent there as part of a flow. For example, you might route contacts to a specific agent who's responsible for certain customer issues, such as billing or premium support. Or you might use an agent queue to route contacts to an agent's voice-mail.

For more information, see Standard queues and agent queues in your Amazon Connect contact center on the AWS website.

Help with enabling conversational analytics in Contact Lens

When logging contact attributes in Amazon Connect with Contact Lens, certain steps are required to allow Connect to send the attribute data to Zendesk.

For more information, see Enable conversational analytics in Amazon Connect Contact Lens on the AWS website.

‍Help with managing agent status

Agents can manage their status in either Zendesk or Zendesk for Contact Center. To enable synchronizing statuses between Zendesk and Zendesk for Contact Center, see Agent status in the Contact Control Panel on the AWS website.

Help with Agent Presence

The Agent Presence feature in Engage is designed to help customer service agents easily transfer calls to other available agents on your team. For more information, see Agent Presence in the Local Measure resource center. ‍

Help with Smart Notes

Smart Notes is a feature in Engage that uses generative AI to automatically summarize a contact and then suggest a note for the agent to add to the contact in after-call work. For more information, see Smart Notes in the Local Measure resource center.

Help with Smart Resolution Codes

Smart Resolution Codes automate the process of categorizing contacts. Smart Resolution Codes reduce the time required to categorize contacts while simultaneously improving the accuracy of categorization, ultimately leading to better insights for contact center managers. For more information, see Smart Resolution Codes in the Local Measure resource center.

Help with alert banners

It's critical that your agents are aware of important information when communicating with your customers. Alert banners allow admins to configure messages that appear to agents, making it easy to communicate important information such as network outages, flight delays, or severe weather to your team, ensuring that they have the relevant information at hand when communicating with your customers. For more information, see Alert Banners in the Local Measure resource center.

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