Knowledge

We are excited to announce the release of a new feature that allows you to access our Grafana Wallboard using Outlook authentication. This new method simplifies the login process and enhances security by leveraging your existing Outlook credentials.

Amazon Connect is an easy-to-use cloud contact center solution that helps companies of any size deliver superior customer service. Connect has many real-time monitoring capabilities. For requirements that go beyond those supported out of the box, Amazon Connect also provides you with data and APIs you can use to implement your own custom real-time monitoring solution. Such a solution enables you to monitor your contact center with your standard monitoring tools, create custom metrics that reflect your business rules, visualize the data according to user preferences, secure access to the data with custom rules, aggregate third-party data from other systems, and integrate the real-time data into other applications.

Organizations benefit from real-time or near real-time monitoring of the activities in their contact centers. Assessing agent performance and identifying issues while calls are happening empowers supervisors to prevent negative customer experiences with swift corrective actions. Dashboards help teams focus on the metrics that impact their success.

Tutorial: Accessing the Wallboard via Outlook Authentication

Step 1: Login to Your Outlook Mailbox

1. Open Your Web Browser: Start by opening a web browser (e.g., Google Chrome, Mozilla Firefox, Microsoft Edge).
2. Go to the Outlook Login Page: Navigate to Outlook's Login Page.
3. Enter Your Credentials: If you’re not already logged in, enter your email address and password to access your Outlook mailbox. If you’re already logged in, you can skip to the next step.

Step 2: Open the Wallboard in the Same Browser

1. Use the Same Browser: Ensure you are using the same browser where you logged into your Outlook mailbox.
2. Access the Wallboard Link: In the same browser window, open a new tab and go to the following URL: Grafana Wallboard Login.

Step 3: Log in to the Wallboard

1. Arrive at the Login Page: Once you click the wallboard link, you will see a login page.
2. Click the Login Button: Simply click on the “Login” button on the page. There’s no need to enter a username or password.
3. Automatic Authentication: The wallboard will use your Outlook credentials to authenticate you. If your Outlook session is active, you will be logged into the wallboard automatically.

Step 4: Access the Dashboard

1. Navigate to Menus: After logging in, you will see the main menu of the wallboard.
2. Choose "Dashboard": From the available menu options, select "Dashboard" to view the different wallboard options.

Step 5: Open the "General" Folder

1. Locate the Folder: In the Dashboard section, you will see a list of folders.
2. Open the "General" Folder: Click on the folder named "General" to see its contents.

Step 6: Select a Wallboard

1. View Available Wallboards: Inside the "General" folder, you will see several wallboard options such as:
   • "Agent Events - Customer Service"
   • "Contact Events - Customer Service"
2. Choose the Required Wallboard: Click on the wallboard name you want to access.

Step 7: Use the Wallboard for Monitoring

1. Customer Service Floor Display: If you want to use this wallboard for displaying information on your customer service floor, select "Contact Events - Customer Service."
2. Monitor Agents on Your Computer: If you prefer to monitor your agents directly on your computer screen, choose "Agent Events - Customer Service."

Note: Access Authorization

• Restricted Access: This service is currently authorized only for a couple of team managers.
• Requesting Access: If you require access to this service, please send a request to the administration team. Make sure to CC your line manager in the email request.

By following these steps, you will be able to access and use the appropriate wallboard for your needs. If you have any questions or need further assistance, feel free to reach out!