Amazon Connect does not automatically add new users into it's own database. There is always an up-to-date directory of employees to choose from, but for any new employees that are hired into the call center, those employees will need to be added as new users by following the steps below.
Add/Import a User
Log into Amazon Connect via Okta.
Open the Users menu and select User management.
The Users menu in the left navigation expands to User management, Routing profiles, Agent status, Security profiles and Agent hierarchy; choose the first one.
Select Add new users in the upper-right corner.
The Add new users button sits above the user list, to the right of the Remove and Edit buttons.
Select Set one (or more) existing users from my directory and then click Next.
The page asks How do you want to set up your existing users? and offers two radio buttons: Set one (or more) existing users from my directory and Upload my users from a template (csv). Choose the first, then click Next at the bottom-left.
Enter the name of the user to add and then select them from the list.
Type the name in the search box at the top; the Users to edit list below filters as you type, and each row has a checkbox. Tick the box beside the user you want.
Select the appropriate Routing Profile and Security Profile and then click Next at the bottom.
Routing Profile is a drop-down with its own search box; the list includes profiles such as Aspire Routing, ATRIO Routing, Basic Routing Profile and OHP.
Security Profiles is also a drop-down; its options are Admin, Agent, CallCenterManager and QualityAnalyst.
On the last screen, click Create users to create the users in Amazon Connect!