AWS connect documentation change
Summary
Updated progressive dialer guidance with detailed configuration options for campaign management and agent allocation
Security assessment
The changes provide operational best practices for campaign management and agent.. While they address system resource management, there is no evidence of security vulnerability fixes, access control changes, or security feature documentation additions.
Diff
diff --git a/connect/latest/adminguide/campaign-best-practices.md b/connect/latest/adminguide/campaign-best-practices.md index d57e7fab0..c86d79fc9 100644 --- a//connect/latest/adminguide/campaign-best-practices.md +++ b//connect/latest/adminguide/campaign-best-practices.md @@ -65 +65,8 @@ The predictive algorithm calls ahead based on certain performance metrics. This -When you need to reduce answer speeds, use progressive dialers. A progressive dialer dials the next phone number in a list after an agent completes the previous call. The dialer only makes as many outbound calls as there are agents available. +When you need to reduce answer speeds, use progressive mode. A progressive mode campaign dials the next phone number in a list after an agent completes the previous call. If there are multiple campaigns targeting the same set of agents, then each of them may end up dialing contacts for the same agents. There are two ways to prevent this: + + * Change the bandwidth allocation of the campaigns so the sum of the bandwidth allocation of each of those campaigns is less than or equal to 100%. This greatly reduces the likelihood of multiple campaigns dialing contacts for the same agents, but it does not completely eliminate it. + + * If a 1:1 guarantee is required, then have an exclusive set of agents for each campaign. To do this, assign the campaign's queue to a single routing profile. That routing profile must only have this campaign's queue, must only allow voice calls, and no inbound contacts should be put into this queue. + + + @@ -69 +76 @@ You can use integrated answering machine detection to help identify a live custo -You can also manage pacing by specifying dial capacity for each campaign. For example, you can send more voice notifications faster by setting a higher dial capacity for a given agentless campaign compared to other dialer campaigns. +You can also manage pacing by specifying capacity for each campaign. For example, you can send more voice notifications faster by setting a higher capacity for a given agentless campaign compared to other dialer campaigns.