Contact attributes available in Amazon Connect - Amazon Connect

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

Metrics queue size

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.