Homepage Tour

Accessing Your Instances

Upon logging in, you'll be greeted with the main dashboard, which provides a comprehensive overview of your Amazon Connect instances. Here's what you can expect to find:

• Connected Instances: Easily navigate through your enrolled Amazon Connect instances, gaining insights into key metrics such as the number of contact flows, users, queues, and more associated with each instance.

• Open Tickets: Stay informed about the status of your support interactions by monitoring open tickets directly from the dashboard.

• Billing Insights: Gain visibility into Amazon Connect billing-related information, ensuring transparency and control over your support expenditures.

• Open Support Tickets: If you encounter any issues or need assistance, you can open a support ticket directly from the dashboard for prompt resolution."

Connected Instances

In this section you'll find an overview of all Amazon Connect instances associated with your AWS account(s). It will provide valuable insights into each instance's configuration and management status.

Instance Information

• AWS Account ID: The AWS account to which the instance belongs.

• Region: The AWS region in which the instance is deployed.

• Users: Number of users assigned to the instance.

  • These are your call center agents and supervisors.

• Contact Flows: Total count of contact flows within the instance.

• Queues: Number of queues for handling customer interactions.

• DID Phone Numbers: Quantity of Direct Inward Dial (DID) phone numbers.

• Lambdas: Number of AWS Lambda functions integrated with the instance.

  • Lambda functions are programs that integrate with AWS Connect to enhance functionality.

This data not only offers a snapshot of your current configurations but also serves as a foundation for building historical data and identifying trends. By analyzing metrics such as the number of users, contact flows, queues, DID phone numbers, and Lambdas across your instances, you can pinpoint patterns and anticipate future needs. Identify which instances are experiencing growth and track emerging trends to proactively address evolving requirements. Utilize this information to develop predictive models and optimize resource allocation, empowering you to stay ahead of the curve and ensure seamless scalability for your contact center operations.

Instance Status

• Managed: Instances currently under Enhanced Care (EC) management.

• Pending: Instances requested by the customer to be managed by EC, pending Morse approval.

• Unmanaged: Instances existing within the AWS account but currently unmanaged by EC.

Unmanaged instances can be requested for EC enrollment by clicking on the MANAGE button, located to the right of the instance name. A message will pop up to ask for confirmation. Click the Enroll button to request Morse approval for enrollment. Once submitted, the request will be reviewed by a member of Morse’s sales team. Sales will either approve the request, or reach out to you to discuss the request further.

For more information on Managed / Unmanaged instances, click here.

Instance Administration

• Scan Button: At the top of the Connected Instances section, you will find a scan environments button . While data synchronization occurs automatically, you can manually trigger the process by clicking this button, ensuring real-time updates.

• Add Account Button: Easily expand your visibility of Connect instances in other AWS accounts. Simply click the Add Account button at the top of the section to initiate the process. Details on how to complete this process are outlined in the Adding Additional AWS Accounts section.