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