Enable auto-accept for agents
When auto-accept is enabled for an available agent, the agent will be automatically connected to contacts from that channel, and won’t need to manually click accept or reject.
Auto-accept can be enabled for calls, callbacks, chats, tasks, and emails. Auto-accept for customer-first callbacks, inbound calls, and Outbound Campaigns calls are covered under the Voice auto-accept settings. Auto-accept for agent-first callbacks are covered under the Agent-first callback setting.
How long until the contact is connected to the agent?
Less than one second. When a contact arrives to an available agent who has auto-accept enabled for that channel, the Contact Control Panel (CCP) may briefly show the options Accept or Reject. This is expected behavior. After less than a second, the contact is automatically accepted and these options disappear. Additionally, if the contact is a chat, task, or email, an audio notification will be played to notify the agent that the contact has been auto-accepted. For voice calls, the auto-accept audio notification does not play, only the agent whisper.
Enable auto-accept for existing agents
You can enable auto-accept using the Edit or Bulk Edit features in Amazon Connect. Please note that you cannot configure per-channel auto-accept on user creation when creating users via importing a .csv template; instead, first create the users then use Bulk Edit to modify their per-channel auto-accept settings.
To Edit or Bulk Edit:
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Log in to the Amazon Connect admin website at https://
instance name.my.connect.aws/. Use an Admin account, or an account with Users and Permissions - Users - Create or Edit permission in it's security profile. -
On the left navigation menu, choose Users, User management.
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In the list of users, select an agent, and then choose Edit.
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On the Edit users page, find the Contact handling section under Settings, and enable auto-accept for the desired channel.
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Choose Save.
Note
Firefox users: If you are using the Firefox browser and using auto-accept for calls, you must keep the CCP or Agent Workspace browser tab in focus when you accept and connect to a voice contact. The CCP conforms to Firefox microphone usage guidance, and only has access to connect to the user's microphone when CCP tab is in focus.
Bulk upload new users
You cannot configure per-channel auto-accept on user creation when creating users via importing a .csv template; instead, first create the users then use Bulk Edit to modify their per-channel auto-accept settings.
You can't use the CSV template to edit information for existing users.
