Agent Hub Overview

Agent Hub by One New Zealand is a purpose-built agent productivity application for Amazon Connect. Designed to reduce cognitive load and streamline workflows, Agent Hub unifies agent tools, contact context, and AI-generated insights into a single intuitive interface. It improves first-contact resolution, reduces handling time, and boosts agent satisfaction by eliminating screen-switching and manual context gathering.

Whether you're a contact centre supervisor or a frontline agent, Agent Hub enhances every interaction with real-time data and smart automation to support more productive, informed conversations.

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Highlights

• Agent Resources:
  Provides agent with quick view of the routing profile and queues assigned to them. Additionally, quick links for agent related resources are available to facilitate quick access to external line-of-business websites (e.g. knowledge bases, schedules, IT support systems, etc.).

• Agent contact history & summaries:
  Provides agents with access to their recent interactions, complete with your custom attributes (e.g. Queue, Booking Reference, Loyalty Level), and AI-generated summaries.

• One-Click Callbacks:
  Allows agents to initiate outbound calls directly from their contact history interface with a single click, saving time and reducing dialling errors.

• Customer Contact History & Summary:
  On acceptance of a contact, a customer’s last three interactions with the contact centre are showing to the agent, complete with the custom attributes and AI-generated summary, enabling faster customer context retrieval and more effective conversations.