Make and Break

Note:

This feature is applicable only for Tethered architecture.

Agents handle multiple customer calls when connected to a single tethered call. In such instances, the call recordings / transcriptions / other Amazon Connect features cannot be utilized fully due to large recording file size and difficulty in slicing based on individual customer calls.

The Make and Break feature eliminates the difficulties arising out of large recording for a series of customer calls. This feature ensures that recordings for each call is available separately, even though the Agent handles multiple customer calls within a single tethered call.

Each Call Recording is individually captured in AWS and the metrics are used for applications like Amazon Connect’s Contact Lens.

The agent gets a fresh tethered connection in the following scenarios:

• Wrap-up time is completed

• Agent clears the call