Sample agent event stream - Amazon Connect

Sample agent event stream

In the following sample agent event stream, the agent is assigned to a routing profile that requires them to take both chats and calls. They can take one call, and up to three chats at a time.

Note

For how many chats and tasks an agent can take concurrently, see Amazon Connect service quotas.

{ "AWSAccountId": "012345678901", "AgentARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent/agent-ARN", "CurrentAgentSnapshot": { "AgentStatus": { "ARN": "example-ARN", //The ARN for the agent's current agent status (not for the agent). "Name": "Available", //This shows the agent status in the CCP is set to Available. "StartTimestamp": "2019-08-13T20:52:30.704Z" }, "NextAgentStatus": { "Name": "Lunch", //They set their next status, which pauses new contacts being routed to them while they finish their current contacts. "ARN": "example-ARN2", //The ARN of the agent status that the agent has set as their next status. "EnqueueTimestamp": "2019-08-13T20:58:00.004Z", //When the agent set their next status and paused routing of incoming contacts. } } , "Configuration": { "AgentHierarchyGroups": null, "FirstName": "AgentEventStreamTest", "LastName": "Agent", "RoutingProfile": { "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/routing-profile/routing-profile-ARN", "Concurrency": [ { "AvailableSlots": 3, //This shows the agent has 3 slots available. //They aren't on any chats right now. "Channel": "CHAT", "MaximumSlots": 3 //The agent's routing profile allows them to take up to 3 chats. }, { "AvailableSlots": 1, //The agent has 1 slot available to take a call. "Channel": "VOICE", "MaximumSlots": 1 //The agent's routing profile allows them to take 1 call at a time. } ], "DefaultOutboundQueue": { "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN", "Channels": [ "VOICE" //This outbound queue only works for calls. ], "Name": "OutboundQueue" }, "InboundQueues": [ { "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/agent/agent-ARN", "Channels": [ "VOICE", "CHAT" ], "Name": null //This queue has a name of "null" because it's an agent queue, //and agent queues don't have names. }, { "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN", "Channels": [ "CHAT", "VOICE" ], "Name": "Omni-channel-queue" //This inbound queue takes both chats and calls. } ], "Name": "AgentEventStreamProfile" }, "Username": "aestest" }, "Contacts": [ ] }, "EventId": "EventId-1", "EventTimestamp": "2019-08-13T20:58:44.031Z", "EventType": "HEART_BEAT", "InstanceARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111", "PreviousAgentSnapshot": { "AgentStatus": { "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent-state/agent-state-ARN", "Name": "Offline", "StartTimestamp": "2019-08-13T20:52:30.704Z" }, "Configuration": { "AgentHierarchyGroups": null, "FirstName": "AgentEventStreamTest", "LastName": "Agent", "RoutingProfile": { "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/routing-profile/routing-profile-ARN", "Concurrency": [ { "AvailableSlots": 3, "Channel": "CHAT", "MaximumSlots": 3 }, { "AvailableSlots": 1, "Channel": "VOICE", "MaximumSlots": 1 } ], "DefaultOutboundQueue": { "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN", "Channels": [ "VOICE" ], "Name": "OutboundQueue" }, "InboundQueues": [ { "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/agent/agent-ARN", "Channels": [ "VOICE", "CHAT" ], "Name": null }, { "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN", "Channels": [ "CHAT", "VOICE" ], "Name": "Omni-channel-queue" } ], "Name": "AgentEventStreamProfile" }, "Username": "aestest" }, "Contacts": [ ] }, "Version": "2017-10-01" }