# Test voice, chat, and task experiences in Amazon Connect


To learn what the voice, chat, and task experiences are like for your agents and customers, you can test them without doing any development.

## Test voice


At the basic level, after you claim a number you can immediately call it to hear what the experience will be like for your customers. Amazon Connect uses the [default flows](contact-flow-default.md) to power your initial experience. 

To test a customized flow, [assign a phone number](associate-claimed-ported-phone-number-to-flow.md) to it and then call that number.

**Tip**  
Call latency significantly impacts the quality of your customer's experience. For guidance about designing your contact center for optimal call quality and then testing latency, see [Design your Amazon Connect contact center for low latency to help ensure call quality](low-latency-design.md).

## Test chat


Amazon Connect includes a simulated web page that shows how your customers can interact with you, and a Contact Control Panel (CCP) that shows the agent experience. Here's how to test chat:

1. On the navigation menu, choose **Dashboard**, as shown in the following image.   
![\[The dashboard icon on the Amazon Connect navigation menu.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/tutorial1-dashboard-menu.png)

1. Choose **Test chat**.

   If you don't see the option to test chat, click [here](https://github.com/amazon-connect/amazon-connect-chat-ui-examples#enabling-chat-in-an-existing-amazon-connect-contact-center).

1. On the **Test Chat** page, choose **Test Settings**.

1. Under **System Settings**, choose the flow you want to test with chat, and then click **Apply**. By default, it runs the [Sample inbound flow](sample-inbound-flow.md).
**Tip**  
If you want to test a chat and use contact attributes, note that the key and value pair must be enclosed in quotes, as shown in the following image:  

![\[The test settings section, with a name in Contact attributes surrounded by quotes and brackets.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/test-chat-contact-attributes.png)


1. In the chat window, click the icon as shown in the following image.   
![\[The Amazon Connect chat icon on the test page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/test-chat-icon.png)

1. Type a message similar to what one of your customers might type. In the agent window, type a reply.

1. To see what it's like for an agent to handle multiple chat conversations, copy the dashboard URL into another browser window, and start another chat. The chat goes to the same instance of the CCP that you already have open.
**Tip**  
The test environment uses the BasicQueue and Basic Routing Profile. The Basic Routing Profile is set up for 2 chats. If you want to test what it's like to have more than two chats, change the Basic Routing Profile to 5 chats. For instructions, see [Create a routing profile in Amazon Connect to link queues to agents](routing-profiles.md). 

   To learn more about what the agent experiences when managing chat conversations, see [Use the Contact Control Panel (CCP) in Amazon Connect to chat with contacts](chat-with-connect-contacts.md). 

## Test tasks


The first step in testing the task experience is to create a quick connect for the queue you want to assign the example tasks to. 

**Step 1: Create a quick connect**

1. On the navigation menu, choose **Routing**, **Quick connects**, **Add a new**.

1. Enter a name for the quick connect. For example, if you want to assign the test task to yourself, enter your name (for example, **Jane Doe**).

1. Under **Type**, use the dropdown list to choose **Queue**.

1. Under **Destination**, use the dropdown list to choose a queue you set up for yourself (assuming you want to assign the test task to yourself).

1. Under **flow**, choose **Default queue transfer**.

1. Under **Description**, enter something like **Test quick connect**.

1. Choose **Save**. The completed quick connect looks similar to the quick connect in the following image.  
![\[A quick connect for Jane Doe.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/test-tasks-quick-connect-setup.png)

**Step 2: Make the quick connect visible in the CCP by assigning it to a queue**

1. After you create the quick connect, go to **Routing**, **Queues** and then choose the appropriate queue for the contact to be routed to. 

1. On the **Edit queue** page, in the **Quick connects** box, search for the quick connect you created. For example, it might have your name. The following image shows the quick connect for Jane Doe.  
![\[The edit queue page, the Quick connects dropdown menu, Jane Doe's quick connect.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/test-tasks-janedoe-queue.png)

1. Select the quick connect and then choose **Save**.

**Step 3: Assign the queue to the agent's routing profile**

1. Go to **Users**, **Routing profiles** and choose the agent's routing profile. 

1. Under **Set channels and concurrency** choose **Tasks**.

1. Add the agent's queue to the routing profile, and choose **Task** for the channel.

   If the agent can receive transfers through other channels, select them as well.

1. Choose **Save**.

**Step 4: Test tasks**

1. Open the CCP. Select the **Task** tab, and then choose **Create task**. The following image shows there are two ways to choose **Create task**: choose the task icon in the top right corner, or choose the **Create task** button at the bottom of the CCP page.  
![\[The task icon and the create task button on the CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/test-create-task-ccp.png)

   Or, if you're testing the chat experience, for example, you can choose the **Task** icon, as shown in the following image.   
![\[The CCP page, a chat conversation, the task icon at the bottom of the page .\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/test-chat-task-window.png)

1. Complete the **Create task** page. When you choose **Assign to**, you can assign only a task to someone or a queue that has quick connect. 

   To create a scheduled task for the future, use the **Scheduled date/time** box to choose a future date and time. You can schedule a task up to six days in future.

   Choose **Create**.   
![\[The Create task page in the CCP, the scheduled date time option, the create button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/test-create-task-ccp-2.png)

1. If you chose yourself, the task will be routed to you. The following image of the CCP shows what it looks like when a task arrives. Choose **Accept task**.  
![\[The CCP, an incoming task.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/test-tasks-incoming.png)

1. Review the task. When you're done with the task, choose **End task** when done.  
![\[The CCP, a connected task, the End task button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/test-task-end-task.png)

## View metrics for the test experiences


When you're testing the voice, chat, and task experiences, you may also want to explore metrics.

1. On the left navigation menu, choose **Analytics and optimization**, **Real-time metrics**, **Queues**.

1. You can review the real-time metrics as you test the different channels.

1. To view metrics by channel in a real-time metrics report, go to **Settings**, **Groupings**, **Queues grouped by channels**, **Apply**. Your report will look similar to the following image.   
![\[The real-time metrics report page, the Channels column.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/tasks-rtm-grouping-by-channel.png)