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Getting Started

Introduction​

The NeonNow Admin app provides an admin interface to CX. It is intended to be used for the following user types

  • Admins & Implementors - who are initially deploying contact centre (tenant) instances solution, and configuring core features of the platform including user management of NeonNow Admin app

  • Operations staff - who will be carrying out such tasks as managing Operational Parameters, Custom Schedules, or Managing Agent Wrap Codes.

Feature Overview​

  • Creating a Contact Centre - create a new contact centre, choosing whether IQ builds it and a new Amazon Connect instance for you or you build it yourself against an existing instance. See Choosing How to Build.

  • Contact Centres - see how each contact centre was created, archive the ones no longer needed, and control configuration within each Contact Centre instance (aka tenant). See Managing Contact Centres. Within each instance, select ‘Configuration’ to configure the following areas:

    • IQ - review the readiness checklist and enable the Gen AI assistant features. See IQ

    • Channels - Enable CX Email (requires additional configuration), 3rd Party Chat Connectors, and Ad-hoc outbound SMS

    • Customisation - enable softphone-only mode, and configure various types of Modules

    • Features - enable the add-ons, including Insights, Concierge, Conversations and Workforce Management

    • Integrations - enable & configure CRM integration and External Directories

    • Interactions - control how interactions are handled, including ACW & Wrap codes, recording controls, Interaction History, Missed Interactions, Pause and Resume, Related Calls and Templated Responses

    • Operations - configure Agent Logs, Operational Parameters and Custom Schedules

    • Queues and Transfers - control which queues agents see and how transfers are carried out, including hiding queues. See Queues and Transfers

    • Users - contact centre sign-in and per-agent settings, such as Single Sign On, SMS Multi Factor Authentication, Automatic Sign In, External Provisioning, Personal Contacts, My Queues, Interaction Ringtone and Enhanced Emergency Calling

  • Users - a separate, organisation-wide area in the left menu. Inviting and managing organisation users (and their roles) is handled at the platform level. See User Management.

  • Organisation Settings - the organisation name and point of contact are managed at the platform level. See Organisation Settings. Branding is also set here, and applies to every contact centre in the organisation.

  • Contact Attributes - many features can be overridden per interaction by setting an Amazon Connect contact attribute in your contact flow. See the Contact Attributes reference for the full list.