Agent event streams data model - Amazon Connect

Agent event streams data model

Agent event streams are created in JavaScript Object Notation (JSON) format. For each event type, a JSON blob is sent to the Kinesis data stream. The following event types are included in agent event streams:

  • LOGIN—An agent login to the contact center.

  • LOGOUT—An agent logout from the contact center.

  • STATE_CHANGE—One of the following changed:

    • The agent changed their status in the Contact Control Panel (CCP). For example, they changed it from Available to on Break.

    • The state of the conversation between the agent and contact changed. For example, they were connected and then on hold.

    • One of the following settings changed in the agent's configuration:

      • Their routing profile

      • The queues in their routing profile

      • Auto-accept call

      • Sip address

      • Agent hierarchy group

      • Language preference setting in the CCP

  • HEART_BEAT—This event is published every 120 seconds if there are no other events published during that interval.

    Note

    These events continue to be published up to an hour after an agent has logged off.

AgentEvent

The AgentEvent object includes the following properties:

AgentARN

The Amazon Resource Name (ARN) for the agent account.

Type: ARN

AWSAccountId

The 12-digit AWS account ID for the AWS account associated with the Amazon Connect instance.

Type: String

CurrentAgentSnapshot

Contains agent configuration, such as username, first name, last name, routing profile, hierarchy groups, contacts, and agent status.

Type: AgentSnapshot object

EventId

Universally unique identifier (UUID) for the event.

Type: String

EventTimestamp

A time stamp for the event, in ISO 8601 standard format.

Type: String (yyyy-mm-ddThh:mm:ss.sssZ)

EventType

The type of event.

Valid values: STATE_CHANGE | HEART_BEAT | LOGIN | LOGOUT

InstanceARN

Amazon Resource Name for the Amazon Connect instance in which the agent's user account is created.

Type: ARN

PreviousAgentSnapshot

Contains agent configuration, such as username, first name, last name, routing profile, hierarchy groups), contacts, and agent status.

Type: AgentSnapshot object

Version

The version of the agent event stream in date format, such as 2019-05-25.

Type: String

AgentSnapshot

The AgentSnapshot object includes the following properties:

AgentStatus

Agent status data, including:

  • ARN—The ARN for the agent's current agent status (not for the agent).

  • Name—This is the status of the agent that they manually set in the CCP, or that the supervisor manually changes in the real-time metrics report.

    For example, their status might be Available, which means that they are ready for inbound contacts to be routed to them. Or it might be a custom status, such as Break or Training, which means that inbound contacts can't be routed to them BUT they can still make outbound calls.

  • StartTimestamp—The timestamp in ISO 8601 standard format for the time at which the agent entered the status.

    Type: String (yyyy-mm-ddThh:mm:ss.sssZ)

  • Type—ROUTABLE, CUSTOM, or OFFLINE

Type: AgentStatus object.

NextAgentStatus

If the agent set a next agent status, the data appears here.

  • ARN—The ARN of the agent status that the agent has set as their next status.

  • Name—This is the name of the agent status that the agent has set as their next status.

  • EnqueueTimestamp—The timestamp in ISO 8601 standard format for the time at which the agent set their next status and paused routing of incoming contacts.

    Type: String (yyyy-mm-ddThh:mm:ss.sssZ)

Type: NextAgentStatus object.

Configuration

Information about the agent, including:

  • FirstName—The agent's first name.

  • HierarchyGroups—The hierarchy group the agent is assigned to, if any.

  • LastName—The agent's last name.

  • RoutingProfile—The routing profile the agent is assigned to.

  • Username—the agent's Amazon Connect user name.

Type: Configuration object

Contacts

The contacts

Type: List of Contact Objects object

Configuration

The Configuration object includes the following properties:

FirstName

The first name entered in the agent's Amazon Connect account.

Type: String

Length: 1-100

AgentHierarchyGroups

The hierarchy group, up to five levels of grouping, for the agent associated with the event.

Type: AgentHierarchyGroups object

LastName

The last name entered in the agent's Amazon Connect account.

Type: String

Length: 1-100

RoutingProfile

The routing profile assigned to the agent associated with the event.

Type: RoutingProfile object.

Username

The user name for the agent's Amazon Connect user account.

Type: String

Length: 1-100

Contact object

The Contact object includes the following properties:

ContactId

The identifier for the contact.

Type: String

Length: 1-256

InitialContactId

The original identifier of the contact that was transferred.

Type: String

Length: 1-256

Channel

The method of communication.

Valid values: VOICE, CHAT, TASKS

InitiationMethod

Indicates how the contact was initiated.

Valid values:

  • INBOUND: The customer initiated voice (phone) contact with your contact center.

  • OUTBOUND: An agent initiated voice (phone) contact with the customer, by using the CCP to call their number. This initiation method calls the StartOutboundVoiceContact API.

  • TRANSFER: The customer was transferred by an agent to another agent or to a queue, using quick connects in the CCP. This results in a new contact record being created.

  • CALLBACK: The customer was contacted as part of a callback flow.

    For more information about the InitiationMethod in this scenario, see About queued callbacks in metrics.

  • API: The contact was initiated with Amazon Connect by API. This could be an outbound contact you created and queued to an agent, using the StartOutboundVoiceContact API, or it could be a live chat that was initiated by the customer with your contact center, where you called the StartChatConnect API.

  • QUEUE_TRANSFER: While the customer was in one queue (listening to Customer queue flow), they were transferred into another queue using a flow block.

  • DISCONNECT: When a Set disconnect flow block is triggered, it specifies which flow to run after a disconnect event during a contact.

    A disconnect event is when:

    • A call, chat, or task is disconnected by an agent.

    • A task is disconnected as a result of a flow action.

    • A task expires. The task is automatically disconnected if it is not completed in 7 days.

    If a new contact is created while running a disconnect flow, then the initiation method for that new contact is DISCONNECT.

State

The state of the contact.

Valid values: INCOMING | PENDING | CONNECTING | CONNECTED | CONNECTED_ONHOLD | MISSED | REJECTED | ERROR | ENDED

Note

The REJECTED state does not apply to voice contacts. Rejected voice contacts appear as MISSED.

StateStartTimestamp

The time at which the contact entered the current state.

Type: String (yyyy-mm-ddThh:mm:ss.sssZ)

ConnectedToAgentTimestamp

The time at which the contact was connected to an agent.

Type: String (yyyy-mm-ddThh:mm:ss.sssZ)

QueueTimestamp

The time at which the contact was put into a queue.

Type: String (yyyy-mm-ddThh:mm:ss.sssZ)

Queue

The queue the contact was placed in.

Type: Queue object

HierarchyGroup object

The HierarchyGroup object includes the following properties:

ARN

The Amazon Resource Name (ARN) for the agent hierarchy.

Type: String

Name

The name of the hierarchy group.

Type: String

AgentHierarchyGroups object

The AgentHierarchyGroups object includes the following properties:

Level1

Includes details for Level1 of the hierarchy assigned to the agent.

Type: HierarchyGroup object

Level2

Includes details for Level2 of the hierarchy assigned to the agent.

Type: HierarchyGroup object

Level3

Includes details for Level3 of the hierarchy assigned to the agent.

Type: HierarchyGroup object

Level4

Includes details for Level4 of the hierarchy assigned to the agent.

Type: HierarchyGroup object

Level5

Includes details for Level5 of the hierarchy assigned to the agent.

Type: HierarchyGroup object

Queue object

The Queue object includes the following properties:

ARN

The Amazon Resource Name (ARN) for the queue.

Type: String

Name

The name of the queue.

Type: String

Channels

The type of communication channel.

Type: List of Channel objects

RoutingProfile object

The RoutingProfile object includes the following properties:

ARN

The Amazon Resource Name (ARN) for the agent's routing profile.

Type: String

Name

The name of the routing profile.

Type: String

InboundQueues

The Queue objects associated with the agent's routing profile.

Type: List of Queue object

DefaultOutboundQueue

The default outbound queue for the agent's routing profile.

Type: Queue object

Concurrency

A list of concurrency information. Concurrency information objects have AvailableSlots (number), Channel (a channel object), and MaximumSlots (number) values.