InteractionSync Configuration

The configuration for InteractionSync for Amazon Connect is found within Microsoft Dynamics 365 Solutions Settings. In the InteractionSync configuration, you can set up the following:

  • Amazon Connect integration
  • Screen pops
  • Wrap Up codes

Understanding the InteractionSync Configuration

Profiles and queues found within the InteractionSync configuration are used to associated agents with the application profiles set up in Dynamics and the queues set up in Amazon Connect. If a profile or queue is not configured for the agent, then the default profile and queue is used for their interactions.

Configuration Scope Examples

If an agent is on an interaction from queue A, and there’s only queue scopes for default and queue B, then the default queue scope configuration is applied.

If an agent is on an interaction from queue B, and there’s only queue scopes for Default and que B, then the B queue scope configuration is applied.

Accessing the Configuration

  1. Within Dynamics 365 Settings, access the Solutions option from the Settings drop-down menu.

https://org46a8726f.crm.dynamics.com/main.aspx?settingsonly=true#699655054

  1. Locate and click on the InteractionSync solution within the list.

  1. From the new Power Apps page that opens, select the Configuration option to access the configuration for InteractionSync.

Profile Configuration

To access a Profile Configuration, click on Profile to expand and display a list of available profiles. Select the profile you want to configure. See the Profile Configuration topic for assistance with configuring a profile.

Queue Configuration

To access a Queue Configuration, click on Queue to expand and display a list of available queues. Select the queue you want to configure. See the Queue Configuration topic for assistance with configuring a queue.