AWS connect documentation change
Summary
Updated product name references from 'Amazon Connect' to 'Connect Customer' throughout the documentation
Security assessment
Changes are purely branding/nomenclature updates with no security implications. No security vulnerabilities, configurations, or features are mentioned or modified. The core functionality remains unchanged.
Diff
diff --git a/connect/latest/adminguide/routing-profiles.md b/connect/latest/adminguide/routing-profiles.md index 2c5718056..27b00ada6 100644 --- a//connect/latest/adminguide/routing-profiles.md +++ b//connect/latest/adminguide/routing-profiles.md @@ -9 +9 @@ Tips for setting up channels and concurrencyExample of how a contact is routed w -# Create a routing profile in Amazon Connect to link queues to agents +# Create a routing profile in Connect Customer to link queues to agents @@ -11 +11 @@ Tips for setting up channels and concurrencyExample of how a contact is routed w -This topic is for administrators and contact center managers. It explains how to create routing profiles using the Amazon Connect admin website. For the APIs used to create and manage routing profiles programmatically, see APIs to create and manage routing profiles. +This topic is for administrators and contact center managers. It explains how to create routing profiles using the Connect Customer admin website. For the APIs used to create and manage routing profiles programmatically, see APIs to create and manage routing profiles. @@ -22 +22 @@ While queues are a 'waiting area' for contacts, a routing profile links queues t -Each agent is assigned to one routing profile. For more information about routing profiles and queues, see [How Amazon Connect uses routing profiles](./concepts-routing.html). +Each agent is assigned to one routing profile. For more information about routing profiles and queues, see [How Connect Customer uses routing profiles](./concepts-routing.html). @@ -54,3 +54,3 @@ The channel that you specify here must also be specified in the **Channel Settin -**Delay (in seconds)** | Enter the minimum amount of time a contact should be in the queue before they are routed to an available agent. To learn more about how Priority and Delay work together, see [Queue priority and delay examples to help you load balance Amazon Connect contacts](./concepts-routing-profiles-priority.html). -**Default outbound queue** | Choose a queue to be associated with outbound calls or emails initiated by the agents. Outbound contacts respect the settings from the default outbound queue, such as caller ID and "From" email address. For more information, see [Create a queue using the Amazon Connect admin website](./create-queue.html). -**Set routing order** | By default Amazon Connect routes new contacts to agents that have been in **Available** status the longest. You can customize this behavior, for example, to change the impact that outbound contacts have on the assignment of new inbound contacts. +**Delay (in seconds)** | Enter the minimum amount of time a contact should be in the queue before they are routed to an available agent. To learn more about how Priority and Delay work together, see [Queue priority and delay examples to help you load balance Connect Customer contacts](./concepts-routing-profiles-priority.html). +**Default outbound queue** | Choose a queue to be associated with outbound calls or emails initiated by the agents. Outbound contacts respect the settings from the default outbound queue, such as caller ID and "From" email address. For more information, see [Create a queue using the Connect Customer admin website](./create-queue.html). +**Set routing order** | By default Connect Customer routes new contacts to agents that have been in **Available** status the longest. You can customize this behavior, for example, to change the impact that outbound contacts have on the assignment of new inbound contacts. @@ -59 +59 @@ The channel that you specify here must also be specified in the **Channel Settin - 5. Optionally, add tags to identify, organize, search for, filter, and control who can access this routing profile. For more information, see [Add tags to resources in Amazon Connect](./tagging.html). + 5. Optionally, add tags to identify, organize, search for, filter, and control who can access this routing profile. For more information, see [Add tags to resources in Connect Customer](./tagging.html). @@ -72 +72 @@ For example, there are 20 queues assigned to a profile. All of the queues are en - * When using **Cross-channel concurrency** , Amazon Connect checks which contact to offer the agent as follows: + * When using **Cross-channel concurrency** , Connect Customer checks which contact to offer the agent as follows: @@ -78 +78 @@ For example, there are 20 queues assigned to a profile. All of the queues are en - 3. Amazon Connect prioritizes the longest waiting contact if Priority and Delay are equal. Even though it's evaluating multiple channels at the same time, First-In First-Out is still respected. + 3. Connect Customer prioritizes the longest waiting contact if Priority and Delay are equal. Even though it's evaluating multiple channels at the same time, First-In First-Out is still respected. @@ -135 +135 @@ The agent will experience the following routing behavior: - * The agent is currently working on a voice call AND a task. Once again, Amazon Connect checks the cross channel settings and Voice is set to **No other channels while agent is on a Voice contact**. + * The agent is currently working on a voice call AND a task. Once again, Connect Customer checks the cross channel settings and Voice is set to **No other channels while agent is on a Voice contact**. @@ -169 +169 @@ View calendar that illustrates effective hours of operation -How Amazon Connect uses routing profiles +How Connect Customer uses routing profiles