Amazon Web Services

PACE New Features: Queue Live View Dashboard, Customizable Roles and Permissions, and More!

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Perficient’s Amazon Connect Experience (PACE) solution amplifies the power of Amazon Connect with several added features and managed services. As we continue to develop and customize our software to your needs, we will post blogs with new features and processes we have added, changed, or fixed. To learn more about PACE, visit our dedicated landing page or view our listing on the AWS Marketplace!

Queue Live View Dashboard:

The Queue Live View Dashboard is here! Many of our customers requested this new dashboard template that allows them to see who is waiting in a queue so they can determine if a VIP caller has been waiting too long. Supervisors can use the Queue Live View Dashboard to see the phone numbers or usernames of customers in a queue and how long each person has been waiting. Additionally, we added an Active Contacts view that allows supervisors to determine who their agents are actively servicing and for how long, which will enable supervisors to determine if an agent is stuck on a difficult call.

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Customizable Roles and Permissions:

We have expanded the PACE user management system to support custom roles and permissions. Administrators can now create tailored permissions that map to typical roles in a contact center. For example, Administrators can create custom roles for Supervisors that limit their access to the Agent Console and specific Dashboards, as usually Supervisors should not make changes to the underlying points of integrations. This level of granularity allows for more control over who can perform specific tasks and is a must-have feature for all contact center platforms.

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Advanced Roles And Permissions

And There is More!

In this release, we continued our focus on building the best out-of-the-box Real-Time Dashboard solution. We optimized real-time dashboards for scalability and added support for channel-specific reporting, which will come in particularly handy when creating custom reports for channels such as SMS. In addition, we improved the underlying security for dashboards and incorporated best practices for real-time data retention. Lastly, we enhanced some of the Contact Center Overview Dashboard metrics.

But this is not all! We are happy to announce that PACE now officially supports Google SSO as an identity provider.

Learn More

We’re an Amazon Connect Service Delivery Partner with more than 20 years of experience delivering customer engagement solutions. We offer unparalleled contact center experience to accelerate innovation with AWS and Amazon Connect. In addition, our cloud expertise enables us to create powerful solutions while maintaining business agility and flexibility, while our dedicated CRM and ERP practices ensure seamless integrations with legacy applications.

To learn more about what our experts are doing when it comes to customer engagement solutions and Amazon Connect and to get in touch with our team, visit our thought leadership hub!

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Toni Milushev

Toni is a Senior Product Engineering Manager focused on Customer Engagement Solutions for Amazon, Microsoft, and Twilio.

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