Agents and team leaders can ask how to do a task in Amazon Connect and see each step on their own screen. The steps follow your own procedures and set-up, not a generic manual.
Book a 10-minute demoAfter the demo, we’ll set up your department free of charge. A small trial confirms it’s accurate, then a larger trial measures the drop in support queries.
We check every step works before your staff see it.
Outcomer isn’t a library of ready-made Amazon Connect guides. We build your guides from your own procedures, on your own Amazon Connect set-up, and test each one before your staff use it.
Your agents and team leaders get the answer on screen, in Amazon Connect and the systems around it, instead of interrupting a colleague or raising a ticket.
Agents learn the CCP in training, then face transfers, tasks and status changes on a live queue. Outcomer answers their questions while they work, so they follow your process without waiting for a team leader.
General answers for the standard product. Your own set-up may differ, and that’s what Outcomer follows.
While on the call, choose Quick connects. Pick the agent or queue, or choose Number pad to dial an outside number, then choose Call. The caller is put on hold. When the other party answers, choose Join to speak to everyone, then Leave to complete the transfer. Finish your after contact work and choose Clear contact.
Choose the Quick connect button at the bottom of the CCP. Find the queue you need and choose the transfer button. A message confirms the chat has been transferred and that you are now in after contact work. Choose Close to end your part of the contact.
Set your Next status while you are still on the contact. Choose a status such as Lunch, or Offline. You stay on the current contact but no new contacts are sent to you. When you clear the contact, your status changes to the one you picked. To cancel, switch back to Available.
You have a short time to accept each contact. If you miss it, a banner appears with a Close contact button. Choose Close contact to clear it, then check your status is Available so contacts can be routed to you again.
Choose Number pad, pick the destination country from the list, enter the number and choose Call. If you see a message about associating a phone number with the queue, or the country is missing, your admin needs to change the set-up. Your set-up may differ.
In the CCP, open Settings. Under Phone type, choose Desk phone, enter the number and choose Save. The audio goes to that phone, but you still keep the CCP open on your computer to handle the call.
First check your computer recognises the headset; on Windows it should show under audio inputs and outputs in Device Manager. Then check your browser's microphone settings: in Chrome, look under Site Settings, Microphone; in Firefox, click the lock icon in the address bar. If you use an ad blocker, remove it and try again.
The banner means your browser has not given the CCP access to your microphone. Allow microphone access and refresh the page; in Firefox, keep the CCP tab in focus during calls. If you can hear the customer but they can't hear you, turning off exclusive mode for the audio device on Windows can fix it. Your IT team may need to help.
Open the Task tab and choose Create task. Give it a name and choose who it is assigned to; you can only assign to people or queues that have a quick connect. To do it later, set a scheduled date and time. Choose Create. You can create a task even while Offline.
If your agents and team leaders ask questions like these every week, Outcomer answers them on their own screen, using your own Amazon Connect set-up and procedures.
See which Amazon Connect tasks staff ask about most, which procedure answered each question, and whether it was finished or passed to your support desk. Your IT team can export it at any time.
Outcomer never reads, uses or keeps the data in your systems. It finds each box and button by its label, never what’s typed in it, takes no screenshots, and works from your procedures, not your records.