Contact attributes available in Amazon Connect

The following sections describe the contact attributes available in Amazon Connect.

Contact flow system attributes

Attribute	Description	Type	JSONPath Reference
Customer number	The customer’s phone number.	System	$.CustomerEndpoint.Address
Dialed number	The number the customer dialed to call your contact center.	System	$.SystemEndpoint.Address
Customer callback number	The number to dial to call back the customer.	System	not applicable
Stored customer input	An attribute created from the most recent invocation of a Store customer input block.	System	not applicable
Queue name	The name of the queue.	System	$.Queue.Name
Queue ARN	The ARN for the queue.	System	$.Queue.ARN
Text to speech voice	The name of the voice to use for text-to-speech.	System	$.TextToSpeechVoiceId
Contact id	The unique identifier of the contact.	System	$.ContactId
Initial contact id	The unique identifier for the first contact a customer had with your contact center. Use the initial contact ID to track contacts between contact flows.	System	$.InitialContactId
Previous contact id	The unique identifier for the contact before it was transferred. Use the previous contact ID to trace contacts between contact flows.	System	$.PreviousContactId
Channel	The method of contact, either VOICE or CHAT.	System	$.Channel
Instance ARN	The ARN for your Amazon Connect instance.	System	$.InstanceARN
Initiation method	How the contact was initiated. Valid values include: INBOUND, OUTBOUND, TRANSFER, CALLBACK, and API.	System	$.InitiationMethod
System Endpoint Type	The type of the system endpoint. Valid value is TELEPHONE_NUMBER.	System	$.SystemEndpoint.Type
Customer Endpoint type	The type of the customer endpoint. Valid value is TELEPHONE_NUMBER.	System	$.CustomerEndpoint.Type
Queue Outbound Caller ID number	The outbound caller ID number defined for the queue. This can be useful for reverting the caller ID after setting a custom caller ID.	System	$.Queue.OutboundCallerId.Address
Queue Outbound Caller ID number type	The type of the outbound caller ID number. Valid value is TELEPHONE_NUMBER.	System	$.Queue.OutboundCallerId.Type

Agent attributes

The following table lists the agent attributes available in Amazon Connect.

Attribute	Description	Type	JSONPath Reference
Agent User name	The user name an agent uses to log in to Amazon Connect.	System	$.Agent.UserName
Agent First name	The agent’s first name as entered in their Amazon Connect user account.	System	$.Agent.FirstName
Agent Last name	The agent’s last name as entered in their Amazon Connect user account.	System	$.Agent.LastName
Agent ARN	The ARN of the agent.	System	$.Agent.ARN

Contact attributes from Amazon Lex

The following table lists the attributes available from Amazon Lex bots.

Attribute	Description	Type	JSONPath Reference
Dialog state	The last dialog state returned from an Amazon Lex bot. The value is 'Fulfilled' if an intent was returned to the contact flow.	External	$.Lex.DialogState
Intent name	The user intent returned by Amazon Lex.	External	$.Lex.IntentName
Slots	Map of intent slots (key/value pairs) Amazon Lex detected from the user input during the interaction.	External	$.Lex.Slots.slotName
Session attributes	Map of key-value pairs representing the session-specific context information.	External	$.Lex.SessionAttributes.attributeKey

Contact attributes returned from a Lambda function

Attributes returned as key-value pairs from a Lambda function are external attributes. To reference external attributes in JSONPath, use $.External.attributeName, where AttributeName is the attribute name, or the key of the key-value pair returned from the function.

For example, if the function returns a contact ID, reference the attribute with $.External.ContactId. When referencing a contact ID returned from Amazon Connect, the JSONPath is $.ContactId. Note the inclusion of .External in the JSONPath reference when the attribute is external to Amazon Connect. Make sure to match the case for attribute names returned from external sources.

System metrics attributes

The metrics attributes in the following table are returned when you use the Get queue metrics block to retrieve metrics for a queue. If there is no current activity in your contact center, null values are returned for these attributes.

Attribute	Description	Type	JSONPath Reference
Queue name	The name of the queue for which metrics were retrieved.	System	$.Metrics.Queue.Name
Queue ARN	The ARN of the queue for which metrics were retrieved.	System	$.Metrics.Queue.ARN
Contacts in queue	The number of contacts currently in the queue.	System	$.Metrics.Queue.Size
Oldest contact in queue	For the contact that has been in the queue the longest, the length of time that the contact has been in the queue, in seconds.	System	$.Metrics.Queue.OldestContactAge
Agents online	The number of agents currently online, which means logged in and in any state other than offline.	System	$.Metrics.Agents.Online.Count
Agents available	The number of agents whose state is set to Available.	System	$.Metrics.Agents.Available.Count
Agents staffed	The number of agents currently staffed, which is agents logged in and in Available, ACW, or Busy states.	System	$.Metrics.Agents.Staffed.Count
Agents in After contact work	The number of agents currently in the ACW state.	System	$.Metrics.Agents.AfterContactWork.Count
Agents busy	The number of agents currently active on a contact.	System	$.Metrics.Agents.Busy.Count
Agents missed count	The number of agents in the Missed state, which is the state an agent enters after a missed contact.	System	$.Metrics.Agents.Missed.Count
Agents in non-productive state	The number of agents in a non-productive (NPT) state.	System	$.Metrics.Agents.NonProductive.Count

Media streams attributes

The following table lists the attributes that you can use to identify the location in the live media stream where the customer audio starts and stops.

Attribute	Description	Type	JSONPath Reference
Customer audio stream ARN	The ARN of the Kinesis Video stream used for Live media streaming that includes the customer data to reference.	Media streams	$.MediaStreams.Customer.Audio.StreamARN
Customer audio start timestamp in the Kinesis video stream used for Live media streaming.	When the customer audio stream started.	Media streams	$.MediaStreams.Customer.Audio.StartTimestamp
Customer audio stop timestamp	When the customer audio stream stopped the Kinesis video stream used for Live media streaming.	Media streams	$.MediaStreams.Customer.Audio.StopTimestamp
Customer audio start fragment number	The number that identifies the Kinesis Video Streams fragment, in the stream used for Live media streaming, in which the customer audio stream started.	Media streams	$.MediaStreams.Customer.Audio.StartFragmentNumber

Telephony call metadata attributes

Telephony metadata provides additional information from telephony carriers that identify the source of the end user before connecting to an agent.

Attribute	Description	Type	JSONPath Reference
P-Asserted-Identity	The source of the end user.	System	$.Media.Sip.Headers.P-Asserted-Identity
P-Charge-Info	The party responsible for the charges associated with the call.	System	$.Media.Sip.Headers.P-Charge-Info
From	The identity of the end user associated with the request.	System	$.Media.Sip.Headers.From
To	Information about the called party or the recipient of the request.	System	$.Media.Sip.Headers.To

Note

Telephony metadata is not consistent across all telephony providers. In some cases, this may result in empty values.

User-defined attributes

To reference user-defined attributes, such as those set with the Set contact attributes block, use the drop-down menus in subsequent blocks to reference the attribute, or use the Attributes namespace in JSONPath to the attribute if used in a text field. For example, if you create a user-defined attribute in a Set contact attributes block, you reference it in one of the following ways:

• In a block that supports attributes, such as a Check contact attributes block, choose User Defined for the Type, and use the value you entered for the Destination key in the Attribute field.

• In a text field in a block, such as a Play prompt block, use the JSONPath $.Attributes.DestinationKey, replacing DestinationKey with the value you entered in the Destination key.