Optimize Contact Center Agent Load Testing with Amazon Connect - AWS Online Tech Talks

Understanding and optimizing how customer contacts are distributed across your agent population is an important aspect of running a contact center and will ensure your customers receive the best service possible and agent utilization is maintained at high levels. Amazon Connect's routing profiles allow you to quickly change the type of customer contacts agents can answer from queues. In this tech talk, we'll share best practices for optimizing agent load balance and show you how to get started experimenting with different routing profiles by applying a real load to the system. We'll also show you how to simulate agent interactions that will answer the generated contacts as well as how to use this Amazon Connect streamed data.

Learning Objectives:
*Learn how to create the simulation model based on real-world contact center data
*Learn how to generate load for your simulation model
*Learn how to simulate real world agents that answer customer contacts

***To learn more about the services featured in this talk, please visit: https://aws.amazon.com/connect/resources/?whats-new-cards.sort-by=item.additionalFields.postDateTime&whats-new-cards.sort-order=desc

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