Managing Contact Centres
Every contact centre an organisation has created is listed under Contact Centres in the NeonNow Admin app. The list covers both ways of creating one - With AI, where IQ builds the contact centre, and Build It Myself, where CX is connected to an existing Amazon Connect instance - and everything on this page applies to both unless it says otherwise.
Contact centres appear in the same list however they were built. The differences are limited to builds that IQ is still working through, and are grouped under Contact Centres Built by IQ.
Built With
The list shows how each contact centre was created:
IQ- built through the With AI wizard. See Building With IQ for how that works, and What IQ Builds for You for everything it creates.Manually- created through Build It Myself against an existing Amazon Connect instance. See Building It Myself.
Contact centres that existed before IQ was available show Manually.
The value reflects how the contact centre was created and does not change afterwards. IQ cannot be applied to a contact centre that already exists, so a contact centre that shows Manually keeps that value however much it is changed later.
Archiving a Contact Centre
Archiving is available for contact centres in any state except Building and Needs Attention. A build has to finish, be deleted, or be retried through to completion before the contact centre can be archived.
Those two states only ever apply to contact centres IQ is still building, so in practice archiving is available at any time for manually built contact centres and for IQ builds that have completed.
The Setup Guide
The setup guide is the page shown when a contact centre has been created, whichever way it was built, and is available again at any time from the contact centre summary screen.
Phone Number
For contact centres built by IQ, the setup guide includes a phone number block showing the number IQ claimed during the last section of the build, so the contact centre can be tested straight away. Manually built contact centres use numbers already claimed in Amazon Connect, so the block does not appear for them.
For everything to test once the contact centre is available, see Test Core Features.
Contact Centres Built by IQ
Once an IQ build has finished, the contact centre behaves like any other in the list. Everything in this section applies only while IQ is still working on one, and none of it applies to contact centres built manually.
Build States
Between the point a draft is created and the build finishing, a contact centre with a Built with value of IQ shows a state in the list: Draft, Building, Needs Attention or Failed. Contact centres built manually never show these states - see Building It Myself.
For what each state means, and what can be done from the build overlay in each one, see Build States.
What Other Admins See
While a build is running, other admins in the organisation see less of it than the person who started it. Only the creator can open the build overlay, retry a build or receive its notifications.
| State | The creator sees | Other admins see |
|---|---|---|
| Draft | The contact centre in the list. Selecting it reopens the wizard. | Nothing. Drafts are hidden from everyone else. |
| Building | The contact centre in the list. Selecting it opens the build overlay. | The contact centre as Building. The row cannot be selected. |
| Needs Attention | Needs Attention in the list. Selecting it opens the build overlay, with Retry. | The contact centre as Building. The row cannot be selected. |
| Failed | The contact centre in the list. Selecting it opens the build overlay, with Delete Contact Centre. | Nothing. Failed builds are hidden from everyone else. |
While a build is in Building or Needs Attention, other admins who have no contact centres of their own also see a build-in-progress message in place of Get Started on the CX landing page. This is a display state only. The one-build-at-a-time limit applies per person, so one person's build does not stop anyone else starting one of their own - see When With AI Is Unavailable.
Deleting a Draft
A contact centre stays a draft from the moment the Tell Us More step is completed until the build is started from the Summary step, so a wizard abandoned after that step is left behind as a draft. A wizard abandoned before that step creates nothing, so there is nothing to delete or return to.
Drafts can be deleted from the contact centres list. Nothing has been created in the AWS account at that point, so deleting a draft only discards the outcomes and queues IQ generated. To carry on with it instead, select it in the list to reopen the wizard where it was left.