In any network, the process of path selection is called routing. Computer networks are made up of many nodes which are machines. These notes are connected through links or paths. In an interconnected network, communication between two nodes can take place through different paths. This is where routing comes into play as it is the process of selecting the best path using some predetermined rules. In this article, you will learn routes are built based on what, routing profiles, etc. Stay tuned and learn more amazing facts about routes.
1. What are Routing Profiles?
The group of all the required routing plans is called a routing profile. Such profiles can be assigned to many buckets so that the customer does need not to copy the plans for each bucket. Because of routing profiles, only the plans that are from the assigned profiles are available for the bucket. This is to also ensure that the strategies for different buckets, related to different regions or lines of business are not mixed with other buckets. You must not have a non-empty routing profile assigned to a bucket if you want to run routes on a bucket. (See What is the Purpose of Database System?)
2. What is a Routing Queue?
Routing and Queues provide a way for you to organize and collect conversations as well as route them to your agents by using a set of criteria defined in Queue Rules. Here you route your customers to specific agents based on certain criteria, like the skills of the agent. It is called skill-based or queue-based routing. For example, a hotel may have some staff who handle reservations from Spanish-speaking customers, others who handle reservations for English-speaking customers, and a third group who handles both types of customers, but only over the phone. Queuing the conversation is helpful because:
- They track and monitor user availability.
- They accurately calculate estimated wait time.
- For scalability, they measure the team capacity against the inbound volume.
3. Routes are Built Based on What?
In the physical world also, we find routes. These routes are built based on the following points:
- Amount of traffic that is expected to use the route: This is to ensure that the traffic flows smoothly and the routes can accommodate the number of vehicles that will use them.
- The type of traffic expected to use the route: This is to ensure that the route is prepared enough to accommodate the type and volume of traffic that will be using it.
- The terrain that the route will cross: It is a very important point that is considered before developing any route. If the terrain is steeper, it will have more switchbacks and the width of the trail determines the number of switchbacks. A narrower trail has lesser switchbacks than a wider trail. Even the length of the trail is important in determining the number of switchbacks. A shorter trail has lesser switchbacks than a longer trail.
- The climate that the route will experience: The routes are built based on the climate and so they need to withstand the climate they will experience to ensure this is built with materials that are able to withstand the required climate situations. For example, a route in a hot climate must be able to endure extreme heat, so it is built with materials that endure the heat.
- Resources available to build the route: The routes are built based on resources available, such as the type of climate, terrain types, and the amount of land.
4. What are Amazon Routes Built Based on?
The order in which Amazon routes are serviced is determined by their time in queue. It is on a first-come, first-served basis. In case multiple agents are available at the same time, the contact is routed to the against who has been in the Available status for the longest time. Whenever an Amazon customer orders a product, the company uses many factors to determine what is the best route for the package. These factors include things like the size and weight of the package, the customer’s location, and the availability of shipping resources. The company also analyzes customer reviews and ratings to determine the best delivery option. So now, you have learned what Amazon routes are built based on.
5. How do You Change Your Amazon Connect Routing Profile?
After learning what Amazon routes are built based on, it’s time to learn how you can change your Amazon Connect routing profile. A routing profile in Amazon connect determines the types of contacts an agent can receive and the routing priority. Here, a routing profile can have multiple agents assigned to it but each agent just is assigned to one routing profile. On the internet, there is ample information about how you can create a routing profile in Amazon connect however unfortunately there isn’t much credible information about how you can change your Amazon connect routing profile. (Also see How Do I Find Archived Orders On Amazon?)
6. What Navigation System does Amazon Use?
Amazon uses Esri’s location services to provide geocoding and maps to AWS customers. These location services are built with ready-to-use, high-quality, and authoritative data. This data is curated by an expert team of demographers, geographers, and cartographers. By using Amazon location services, the AWS customer have an access to various types of map tiles provided by Esri.
A dedicated team of in-house expert cartographers from Esri is regularly updating these tiles. They are also maintaining a group of up-to-date authoritative data with accuracy, completeness, and strong lineage. To further maintain the completeness and accuracy of Esri’s location data, the cartographers also implement feedback from Esri’s user base.
7. What Modes of Transportation does Amazon Use?
Amazon is a multinational technology company with a focus on digital streaming, cloud computing, and e-commerce. It has also indulged itself in the field of transportation businesses. In terms of transport, Amazon has now subcontracted the majority of the deliveries. For last-mile deliveries, it uses electric vehicles and micro-mobility technologies. For a middle mile and long-distance transportation, it relies on modes like water, air, rail, and road. It is also trying to expand its transportation by using drones.
8. Can Assign Multiple Routing Profiles to a Queue?
By the information available on the internet regarding what the routes are built based on, it is pretty evident that you can add multiple queues to a routing profile but there isn’t any credible information about whether you can assign multiple routing profiles to a queue. (Also see How has Technology changed Work?)
9. What is Contact Flow in Amazon Connect?
In Amazon Connect, a flow defines how a customer experiences your contact center from start to finish. The flows enable you to customize your IVR (Interactive Voice Response) system at the most basic level. For example, you can provide customers with a set of menu options ad based on what the customers enter on their phones, you route them to certain agents. Amazon Connect is much more powerful than this. In Amazon Connect, you can create personalized, dynamic flows that interact with other AWS services.
10. How do You Add a User to Amazon Connect?
To add users to Amazon Connect, you need to configure them with permissions that are appropriate to their roles (for example, managers, or agents). You can add users to Amazon connect in the following two ways:
Adding User Individually:
- Firstly, use an Admin account to log in to the Amazon Connect Console, or you can log in using an account assigned to a security profile that has permission to create users.
- Now choose user, user management.
- Click on add new users.
- Now, select create and set up a new user, and then select next.
- Enter the name, email address, mobile number, secondary email address, and password for the user.
- After this choose a routine and security profile for that user.
- Click on save. In case the save button isn’t active, it means that the Amazon Connect account used to log in doesn’t have the required security profile permissions.
- To fix this issue, try logging in with an account that is assigned to the Amazon Connect Admin security profile. You can also ask another admin for help.
Adding Users in a Bulk from .CSV File:
- Use an Admin account to log in to the Amazon Connect Console, or you can log in using an account assigned to a security profile that has permission to create users.
- Now choose user, user management.
- Click on add new users.
- After this select upload my users from a template (.csv) and then click on next. In the first row, the .csv template has the following columns:
- First name
- Last name
- Email address
- Secondary email address
- User login
- Routing profile name
- Phone type (soft/desk)
- Phone number
- Softphone auto accept yes/no)
- ACW timeout (seconds)
- Now choose download template and add your users to the template.
- After this, upload it to Amazon Connect.
With this, you have learned each and every aspect of building routes whether the road routes or the Amazon ones. All your questions regarding routing profile, routing queue, and the like have been addressed perfectly by this article. Correct guidance and steps can solve any issue. If in the future you ever face some complex routing-based question, come back here to simplify it.