Flow block: Show view - Amazon Connect

Flow block: Show view

Description

  • Use this flow block to create step-by-step guides for agents who are using the Amazon Connect agent workspace. These guides are workflows that provide your agents with instructions to help them interact consistently with your customers.

  • When a contact is routed to a flow that includes a Show view block, a UI template, called a View renders on the agent workspace. This UI template represents a step-by-step guide.

Use cases for this block

This flow block is designed to guide agents through the steps to:

  • Perform common tasks for customers, such as making reservations, managing payments, and submitting new orders.

  • Send emails based on a template that notifies a customer about a submitted refund request. The email structure is always the same, but specific values can vary, such as order number, refund amount, and payment account. You can configure the Show view block for the agent to provide these types of information.

  • Create new CRM entries in the existing agent workspace. Use contact attributes to pre-populate the form with relevant information, such as the customer's name and phone number.

Contact types

Contact type Supported?

Voice

No

Chat

Yes

Task

No

Flow types

You can use this block in the following flow types:

Flow type Supported?

Inbound flow

Yes

Customer queue flow

Yes

Customer hold flow

No

Customer whisper flow

No

Outbound whisper flow

No

Agent hold flow

No

Agent whisper flow

No

Transfer to agent flow

No

Transfer to queue flow

No

How to configure this block

You can configure the Show view block by using the Amazon Connect admin website or by using the ShowView action in the Amazon Connect Flow language.

Choose the view resource

Amazon Connect includes a set of views that you can add your agent's workspace. You specify the view in the View box, as shown in the following image:

The properties page of the Show view block.

Following is a brief description of these AWS managed views. For detailed information about each one, see AWS managed views.

  • Detail view. Display information to agents and providing them with a list of actions that they can take. A common use case of the Detail view is to surface a screen-pop to the agent at the start of a call.

  • List view. Display information as a list of items with titles and descriptions. Items can act as links with actions attached. It also optionally supports the standard back navigation and persistent context header.

  • Form view. Provide your agents with input fields to gather required data and submit data to backend systems. This view consists of multiple Sections with a predefined Section style with a header. The body consists of various input fields arranged in a column or a grid layout format.

  • Confirmation view. A page to show agents after a form has been submitted or an action has been completed. In this pre-built template you can provide a summary of what has happened, any next steps, and prompts. The Confirmation view supports a persistent attribute bar, an icon or image, headline, and sub-headline, along with a back to home navigation button.

  • Cards view. Allows you to guide your agents by presenting them with a list of topics to choose from as soon as they accept the contact.

The properties of the Show view block are dynamically populated depending on which View resource you choose. For example, if you choose Form, you would configure Next and Previous actions, which are displayed. These are just a couple of the actions on the view.

The View set to Form and Version set to 1.

The following sections explain how to configure the Form actions manually, dynamically, or by using the JSON option.

How to use the Set manually option

  1. On the Properties page, in the View section, choose Form from the dropdown menu, and set Use version to 1, the default. The following image shows a Properties page configured with these options.

    The View set to Form and Version set to 1.
  2. The Properties page displays a set of fields based on the Form view. Choose Set manually and enter text to be rendered on the View UI components. The following image shows the Next and Previous UI components. The display name of the components have been set manually to Next and Previous. That's what will appear on the agent workspace when the step-by-step guide is rendered.

    The Next and Previous UI components set manually.

How to use the Set dynamically option

  1. On the Properties page, in the View section, choose Form from the dropdown menu, and set Use version to 1, the default. The following image shows a Properties page configured with these options.

    The View set to Form and Version set to 1.
  2. The Properties page displays a set of fields based on the Form view. Choose Set dynamically. In the Namespace dropdown menu, choose the contact attribute, and then choose the key. The following image shows a Heading that will be rendered dynamically in the step-by-step guide to show the customer's last name.

    A heading in the View UI template.

How to use the Set JSON option

This section walks through an example of how to use the Set JSON option.

  1. In the View section of the Properties page of the Show view block, choose Form from the dropdown menu and set Version to 1, the default. These options are shown in the following image.

    The View set to Form and Version set to 1.
  2. When you choose the Form view, the input schema of the view is displayed on the Properties page. The schema has the following sections where you can add information: Sections, AttributeBar, Back, Cancel, Edit, ErrorText, and more.

  3. The following image shows the AttributeBar parameter, and the Set using JSON option. To view all of the JSON you pasted in, click the corner of the box and pull down.

    The input parameters.
    Tip

    Fix any errors if the JSON is invalid. The following image shows an example error message because there's an extra comma.

    An error message that JSON is not valid.
  4. Choose Save and publish when you are ready.

The following code sample shows how this same configuration would be represented by the ShowView action in the Flow language:

{ "Parameters": { "ViewResource": { "Id": "arn:aws:connect:us-west-2:aws:view/form:1" }, "InvocationTimeLimitSeconds": "2", "ViewData": { "Sections": "Sections", "AttributeBar": [ { "Label": "Example", "Value": "Attribute" }, { "Label": "Example 2", "Value": "Attribute 2" }, { "Label": "Example 3", "Value": "Case 123456", "LinkType": "case", "ResourceId": "123456", "Copyable":true }, { "Label": "Example 3", "Value": "Case 123456", "LinkType": "case", "ResourceId": "https:example.com" } ], "Back": { "Label": "Back" }, "Cancel": { "Label": "Cancel" }, "Edit": "Edit", "ErrorText": "ErrotText", "Heading": "$.Customer.LastName", "Next": "Next", "Previous": "Previous", "SubHeading": "$.Customer.FirstName", "Wizard": { "Heading": "Progress tracker", "Selected": "Step Selected" } } }, "Identifier": "53c6be8a-d01f-4dd4-97a5-a001174f7f66", "Type": "ShowView", "Transitions": { "NextAction": "7c5ef809-544e-4b5f-894f-52f214d8d412", "Conditions": [ { "NextAction": "7c5ef809-544e-4b5f-894f-52f214d8d412", "Condition": { "Operator": "Equals", "Operands": [ "Back" ] } }, { "NextAction": "7c5ef809-544e-4b5f-894f-52f214d8d412", "Condition": { "Operator": "Equals", "Operands": [ "Next" ] } }, { "NextAction": "7c5ef809-544e-4b5f-894f-52f214d8d412", "Condition": { "Operator": "Equals", "Operands": [ "Step" ] } } ], "Errors": [ { "NextAction": "b88349e3-3c54-4915-8ea0-818601cd2d03", "ErrorType": "NoMatchingCondition" }, { "NextAction": "7c5ef809-544e-4b5f-894f-52f214d8d412", "ErrorType": "NoMatchingError" }, { "NextAction": "b88349e3-3c54-4915-8ea0-818601cd2d03", "ErrorType": "TimeLimitExceeded" } ] } }

Flow block branches

The following image shows an example of a configured Show view block. This block supports conditional branches—that is, the branches depend on which view is selected. It also supports Error and Timeout branches.

A configured Show view block.
  • Conditional branches: These branches are based on which view is selected on the Show view block. The previous image shows the block is configured for the Form view, and the following actions: Back, Next, and No Match.

    • For this particular configuration, at runtime, the chat contact is routed down the Back or Next branches depending on what the agent clicks on the view. No match is only possible if the user has an action component with a custom Action value.

  • Error: Failure to run (that is, failure to render the view on agent workspace or to capture the view output action) results in taking the Error branch.

  • Timeout: Specifies how long this step in the step-by-step guide should take the agent to complete. If it takes longer than Timeout for agent to complete the step (for example, the agent didn't provide required information in the specified amount of time) then that step takes the Timeout branch.

    When a step times out, the step-by-step guide can follow logic defined in the flow to determine next step. For example, the next step could be to retry asking for information, or stop guide experience.

    The customer is connected to the agent at this point, so there is no change in the customer's experience because of Timeout.

Additional configuration tips

Assign the following security profile permission to agents so they can use the step-by-step guides:

  • Agent Applications - Custom views - All: This permission enables agents to see step-by-step guides in their agent workspace.

Assign the following security profile permission to managers and business analysts so they can create the step-by-step guides:

  • Channels and flows - Views: This permission enables managers to create step-by-step guides.

For information about how to add more permissions to an existing security profile, see Update security profiles.

Data generated by this block

At runtime, the Show view block generates data that is the output when the View resource runs. Views generate two main pieces of data:

  • Action taken on the rendered View-UI (on agent workspace) and the ViewResultData which is the Output data.

    When using a Show view block, Action represents a branch and set to $.Views.Action contact attribute under Views namespace.

  • Output data is set to $.Views.ViewResultData contact attribute under Views namespace.

    The values of Action and the Output data are determined by which the component(s) the agent interacted with during their use of the view resource.

How to use this data in different parts of flow

  • When the block receives a response back from the client application, to reference the output data in flows use `$.Views.Action and $.Views.ViewResultData.

  • When using a view with the Show view block, Action represents a branch that is captured in the contact attribute under the Views namespace as $.Views.Action, and View Output data is set to the $.Views.ViewResultData contact attribute.

  • You can refer to the data generated by the Show view block by using the JSON path in contact attributes (you can specify contact attributes in the Set manually or Set JSON options) or by using the attribute selector dropdown when you choose Set dynamically.

Error scenarios

A contact is routed down the Error branch in the following situations:

  • Amazon Connect is unable to capture the user action on a View UI component on agent workspace. This may be due to an intermittent network issue or an issue in the media-service side.

Flow log entry

Amazon Connect flow logs provide you with real-time details about events in your flow as customers interact with it. For more information, see Track events as customers interact with flows.

Following sample ShowView input (ingress log)

{ "ContactId": "string", "ContactFlowId": "string", "ContactFlowName": "string", "ContactFlowModuleType": "ShowView", "Timestamp": "2023-06-06T16:08:26.945Z", "Parameters": { "Parameters": { "Cards": [ { "Summary": { "Id": "See", "Heading": "See cancel options" } }, { "Summary": { "Id": "Change", "Heading": "Change Booking" } }, { "Summary": { "Id": "Get", "Heading": "Get Refund Status" } }, { "Summary": { "Id": "Manage", "Heading": "Manage rewards" } } ], "NoMatchFound": { "Label": "Do Something Else", "type": "bubble" } }, "TimeLimit": "300", "ViewResourceId": "cards" } }

Following sample ShowView output (egress log)

{ "Results": "string", "ContactId": "string", "ContactFlowId": "string", "ContactFlowName": "string", "ContactFlowModuleType": "ShowView", "Timestamp": "2023-06-06T16:08:35.201Z" }

Sample flows

You can download a sample flow from Step 2 in the following blog: Getting started with step-by-step guides. We recommend performing the steps in the blog to learn how to create flows that are configured with AWS-managed Views and how to run these flows for inbound media contacts.

More resources

See the following topics to learn more about step-by-step guides and Views.