Important things to know System predefined attributes Create a predefined attribute Update the name of an attribute or value Predefined attribute management APIs

Create predefined attributes for routing contacts to agents

A predefined attributed is made up of a name-value pair. For example, a name such as language and values such as English, French, Japanese. You can use predefined attributes to route contacts to an agent or pools of agents within a queue.

Tip

You define the level of an agent's proficiency in their user profile, not when you create a predefined attribute. A proficiency level is an indicator, ranging from 1 to 5, of the level of expertise of an agent for a given attribute value. Level 1 is the lowest proficiency, while 5 is the highest.

You can create and manage predefined attributes manually by using the Amazon Connect admin website; the steps are described in this topic. Or programmatically by using the Predefined attribute management APIs.

Important things to know
System predefined attributes
Create a predefined attribute
Update the name of an attribute or value
Predefined attribute management APIs

Important things to know

The information in a predefined attribute is not encrypted. We strongly recommend you follow the Best practices for PII compliance in Amazon Connect.
You can create up to 500 values per attribute.
A predefined attribute name can be up to 100 characters long.
A predefined attribute value can be up to 100 characters long.
The pattern for predefined attribute name and value is ^(?!(aws:|connect:))[\p{L}\p{Z}\p{N}_.:/=+-@']+$. For example, it can contain any letter, numeric value, whitespace, or _.:/=+-@' special characters, but can't start with aws: or connect:.
You cannot create duplicate predefined attribute names or values. In addition, case sensitivity does not allow you to use duplicate names. For example, a new predefined attribute with the name language cannot be created if a predefined attribute with name Language exists in your Amazon Connect instance.
An attribute can only be deleted if it not associated with any agent.

Before deleting an attribute, ensure none of the contacts are waiting for an agent with that attribute or the contact will not find a match.
For the quota for predefined attributes allowed in an Amazon Connect instance, see Amazon Connect quotas.

System predefined attributes

System attributes, identified as connect:, are predefined attributes set by Amazon Connect. You cannot change or delete the connect: name and values.

The following system attributes are available:

connect:Language. You can add 500 custom values for connect:Language.
connect:Subtype. You cannot change connect:Subtype but it can be used in routing criteria for routing.

Create a predefined attribute

Log in to the Amazon Connect admin website with an Admin account, or an account assigned to a security profile that has Routing - Predefined attributes - Create permission.
In Amazon Connect, on the left navigation menu, choose Routing, Predefined attributes.
On the Attribute management page choose Add attribute, as shown in the following image.
On the Add predefined attribute page, in the Details section, complete the following fields as needed:
1. Name: Enter a name for the segment attribute.
2. Use as a Contact search filter: Choose if you want to enable contact search on this segment attribute.
3. Enforce valid values: Choose to allow only predefined values when using this attribute as a contact segment attribute.
Choose Add value to add values to the attribute. For example, you might enter Sales, Marketing, and Accounts for Business units.
Choose Save to save the predefined attribute and values.