Display Call Wait Time on Service Portal
Is there a way to display the current call center wait time as a widget on Service Portal? Currently using AWS Connect and they would like to proactively display the current wait time on the customer portal.
Forum Posts
Setting up multiple connections/instances of Amazon Connect
Hi SNC I wonder if anyone out there is able to help We have successfully connected to one of our AWS instances, and can answer calls in ServiceNow etc. However when we tried to set up a new instance - it over rode the 1st instance and those Agents w...
Call transcripts stuck on "We're processing the call transcript"
Hi all, When a call is finished, I am seeing the recording come through but the call transcripts are stuck processing.I can confirm that I can see the transcript on the Amazon Connect side but not the Service Now side, any ideas? Thanks! Daniel
AWS Service Management Connector
Recently we tried to establish the ability to auto create a EC2 using the AWS Service Management connector. We first allowed our AWS team to setup utilizing the documentation and tailor it to our instance. This provided us the error of the submission...
Google CCAIP integration with SNOW
We are looking for google contact center AI platform integration with Servicenow similar to Amazon Connect, however the documents shared of servicenow voice integration and google ccaip snow integration is very high level due to which i am unable to ...
Resolved! Cannot connect clotho when Billing Download Job for AWS
Hello team members,I am trying to use cloud cost management in PDI.I have created an account, policies, and reports in the AWS console.I have granted admin access role to AWS policies and additional policies as stated in the documentation. I discover...
Interaction Record popup for Inbound Call
Hello, I can't seem to figure out how to make the interaction record pop up when the agent accepts the call. It works for outbound calls but, for inbound nothing, even with a recognized user It still won't work, I tried re-setting contact attributes ...
Using ServiceNow Voice with CSM without Amazon Connect
The integration ServiceNow Voice with CSM fullfills alle requriments of the solution.Does the CSM integration only works woth Amazon Connect or can I use other ACD systems integrating with ServiceNow Voice. If yes how can I integrate other ACV than A...
Resolved! Recordings and Transcripts are not getting attached to the Interaction Record
Hello All, I have completed the Amazon Connect Setup on my instance. I am getting the transcript and sentiment analysis generated on the call analysis tab in workspace, but the same is not getting attached to the interaction record. The recording i...
posts and replys not showing up here
what gives?
Resolved! ServiceNow ITSM Inbound Demo Flow
Has anybody got round the issue in the demo contact flow where it forces you to authenticate in order to create or manage an Incident It keeps going back to authenticate, and we don't know what the PIN is, or where it is set? We would have alread "au...
Resolved! Admin users keep getting a tab launched to log into Amazon Connect
I have Amazon Connect installed on Vancouver.On admin login, or any state change like an admin changing application scope, SN launches a tab to log into Amazon Connect. Its freakin' annoying. I traced this to each admin user automatically being adde...
Amazon connect: error while claiming phone number
Hi,Have created instance for US region, and selected claim number. But it is giving error as You've reached the limit of Phone Numbers. But this is for first time I m trying to create instance n claim number AWS service opted is basic free tier. Any ...
Resolved! Call transcript and contact Lens analysis results not showing on Interaction
I have configured an Amazon Connect instance with my Vancouver SN instance for ITSM. When viewing Service Operations Workspace Call Analysis tab after the call completes I can see and play the call recording. However, I do not see the transcript and...
The set time of ACW (After Call Work) in Amazon Connect is not working in ServiceNow.
We have set a one-minute time of ACW (After Call Work) in Amazon Connect and tried to see if it will be the next status after we end the call but it only shows for a second then it goes offline.What will be the next status to be shown after a call?