Amazon Connect is a cloud-based contact center solution that enables contact centers to quickly set up and manage customer interactions.
This document serves as an as-built documentation and a snapshot of the current configuration for Amazon Connect when the report was generated.
The document contains configuration settings of all configuration items that are available through the Amazon Connect API, such as contact flows, prompts, queues, hours of operation, quick connects, routing profiles, agent statuses, security profiles, agent hierarchies, phone numbers, chat widgets, and task templates.
Configuration settings that cannot be retrieved through the Amazon Connect API, will be missing.
An Amazon Connect instance is a cloud-based contact center that enables businesses to provide customer service over the phone. It includes a range of features such as automated call routing, call recordings, analytics, and reporting.
Instance attributes include the Kinesis stream, which is used to stream contact center data for real-time analytics, the instance type, which defines the size of the instance and the number of users, and the instance name, which is used for administrative purposes. S3 is a cloud storage service that enables users to store and retrieve data from Amazon AWS Connect instances. S3 is used to store recorded customer interactions, as well as contact center configuration and settings.
Below are the details of this Amazon Connect instance:
This chapter contains the 'Analytics and Optimization' configuration within Amazon Connect.
In this section you will find:
1 Report Summary
Report Info for Amazon Connect Report Date Report generated for Description Amazon Instance Info Amazon Instance Alias Status Created Time Report Settings Report Type Visual Style Report Content Template HTML Template Word Report Tool Info Report Tool Version Report Tool license 2 Instance Info
Instance Details Info Instance Id Arn ServiceRole IdentityManagementType CreatedTime Instance Info Instance Alias Instance Status Status Reason Outbound Calls Enabled Inbound Calls Enabled Instance Attributes AUTO_RESOLVE_BEST_VOICES CONTACTFLOW_LOGS CONTACT_LENS EARLY_MEDIA ENHANCED_CONTACT_MONITORING FORECASTING_PLANNING_SCHEDULING HIGH_VOLUME_OUTBOUND INBOUND_CALLS MULTI_PARTY_CONFERENCE OUTBOUND_CALLS == Storage info for CALL_RECORDINGS AssociationId S3Config for CALL_RECORDINGS BucketName BucketPrefix EncryptionType Kinesis for CALL_RECORDINGS KinesisFirehoseConfig.FirehoseArn KinesisStreamConfig.StreamArn KinesisVideoStreamConfig for CALL_RECORDINGS EncryptionConfig RetentionPeriodHours Prefix == Storage info for CHAT_TRANSCRIPTS AssociationId S3Config for CHAT_TRANSCRIPTS BucketName BucketPrefix EncryptionType Kinesis for CHAT_TRANSCRIPTS KinesisFirehoseConfig.FirehoseArn KinesisStreamConfig.StreamArn KinesisVideoStreamConfig for CHAT_TRANSCRIPTS EncryptionConfig RetentionPeriodHours Prefix == Storage info for SCHEDULED_REPORTS AssociationId S3Config for SCHEDULED_REPORTS BucketName BucketPrefix EncryptionType Kinesis for SCHEDULED_REPORTS KinesisFirehoseConfig.FirehoseArn KinesisStreamConfig.StreamArn KinesisVideoStreamConfig for SCHEDULED_REPORTS EncryptionConfig RetentionPeriodHours Prefix 3 Analytics and Optimization
The Rules section provides the necessary configuration to define how Amazon Connect will interact with customer contacts. This includes routing calls, playing announcements, and setting up queues.
Rules provide the ability to set up a variety of customer experiences, such as providing a specific response to customer inquiries, routing calls to a specific department or location, or providing an automated message. Rules can also be used to create sophisticated customer journeys and provide personalized experiences.
The following Rules are configured:
| Rules | |||||||||||||||||
| |||||||||||||||||
| |||||||||||||||||
The Custom Vocabularies feature of Amazon Connect enables customers to extend the natural language understanding capabilities of Amazon Connect.
Evaluation Forms enable a contact center to measure customer satisfaction with the quality of service provided. Evaluation forms collect customer feedback at the end of a call or chat session, or at a future time point. This feedback can then be used to improve customer service and enhance the customer experience. Evaluation forms can also be used to track performance for individual agents or teams.
Configuration of evaluation forms includes adding, editing, or deleting questions and answers and can be set up for either an agent or a team.
This configuration is currently missing as there is no API function to retrieve this data. It will be added once the Amazon Connect API has added such a function.
This chapter contains the 'Routing' configuration within Amazon Connect. Routing settings allow contact centers to set up and control how incoming calls, chats, and emails are routed within the contact center. This includes setting up contact flows, prompts, queues, hours of operation, and quick connects.
Contact flows are sets of instructions that determine how a customer is handled when they contact the contact center. Prompts are audio files that provide information or instructions to customers. Queues are used to place customers in line when all agents are busy. Hours of operation control when the contact center is open to customers. Quick connects allow customers to bypass the queue and be routed to a specific agent.
In this section you will find:
This section contains a summary of all the configured Contact Flows. See the next section for more details about each Contact Flow.
A Contact Flow is a set of instructions that determine how a customer is handled when they contact the contact center. The graphical editor of the Amazon Connect web interface allows admins to easily configure the flow with actions and its settings.
The following Contact Flows are configured:
| Contact Flows Summary | |||
A Contact Flow defines the customer experience with a contact center from start to finish. Contact Flows can be used to create prompts, set up contact transfers, set up recording behavior, set up queued callback, invoke Lambda functions, encrypt customer input, track events in flows, and use contact attributes.
All contact flows are gathered through the Amazon Connect API and written as JSON files into the folder 'callflows' of the report folder.
The generated diagrams of the Contact Flows are saved as SVG images in the folder 'contactflows' of the generated report.
In this chapter each Contact Flow contains two subchapters:
Enables customer to transfer to another flow after the agent has disconnected.
| Contact Flows | |||||||||||||||||||||||||||||
| |||||||||||||||||||||||||||||
Plays looping audio and offers a callback to the customer every thirty seconds4.2.2 Sample interruptible queue flow with callback
4.2.2.1 Details
Contact Flows Info Name State (summary) Type Contact Flow Details Description State (Detail) Tags Contact Flow Diagram Name Description State Type JSON of Contact Flow
"Version": "2019-10-30",
"StartAction": "1b40bdee-1cc2-40ea-ad74-01e00b12e108",
"Metadata": {
"entryPointPosition": {
"x": 68.8,
"y": 96.800000000000011
},
"ActionMetadata": {
"1b40bdee-1cc2-40ea-ad74-01e00b12e108": {
"position": {
"x": 218.4,
"y": 120.80000000000001
},
"parameters": {
"Messages": [
{
"PromptId": {
"displayName": "CustomerQueue.wav"
}
}
],
"InterruptFrequencySeconds": {
"unit": 1
}
},
"audio": [
{
"id": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f270
f45/prompt/02d90da6-2818-41b6-a8fd-4b583f870ef1",
"text": "CustomerQueue.wav",
"type": "Prompt"
}
],
"timeoutUnit": {
"value": "sec"
}
},
"f6ea029e-aaee-418f-b65d-faf2a5594000": {
"position": {
"x": 785.6,
"y": 518.4
}
},
"bb25d7fc-cd15-44b6-8427-0e6e0d0358dc": {
"position": {
"x": 956,
"y": 32.800000000000004
}
},
"96f7b261-2bf0-407e-bd5b-346e244eb9a1": {
"position": {
"x": 461.6,
"y": 66.4
},
"conditionMetadata": [
{
"id": "851aaad7-cf34-48d7-93b9-2ecd4c48bd55",
"value": "1"
},
{
"id": "058b80e5-ec80-4d23-a462-0b50a50b68d7",
"value": "2"
}
]
},
"ba9f1975-964d-4113-aa61-329f5227fe21": {
"position": {
"x": 1046.4,
"y": 324
}
},
"2ff07095-d5f5-48e8-9162-908eb7f1fb27": {
"position": {
"x": 712,
"y": 41.6
},
"conditionMetadata": [],
"countryCodePrefix": "+1"
},
"5551df8f-cd35-4160-8ab4-b5d8b4a396c2": {
"position": {
"x": 1649.6000000000001,
"y": 129.6
}
},
"5a0bb403-5cae-4867-bb3d-f119b9a6c81a": {
"position": {
"x": 1316,
"y": 310.40000000000003
}
},
"ff2c225e-0f66-4a87-bbd6-61746818db49": {
"position": {
"x": 1182.4,
"y": 54.400000000000006
}
},
"d82a6199-9105-4783-bc41-0bb9792b0c99": {
"position": {
"x": 1401.6000000000001,
"y": 26.400000000000002
}
}
}
},
"Actions": [
{
"Parameters": {
"Messages": [
{
"PromptId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568
e7f270f45/prompt/02d90da6-2818-41b6-a8fd-4b583f870ef1"
}
],
"InterruptFrequencySeconds": "30"
},
"Identifier": "1b40bdee-1cc2-40ea-ad74-01e00b12e108",
"Type": "MessageParticipantIteratively",
"Transitions": {
"Conditions": [
{
"NextAction": "96f7b261-2bf0-407e-bd5b-346e244eb9a1",
"Condition": {
"Operator": "Equals",
"Operands": [
"MessagesInterrupted"
]
}
}
]
}
},
{
"Parameters": {},
"Identifier": "f6ea029e-aaee-418f-b65d-faf2a5594000",
"Type": "EndFlowExecution",
"Transitions": {}
},
{
"Parameters": {
"CallbackNumber": "$.StoredCustomerInput"
},
"Identifier": "bb25d7fc-cd15-44b6-8427-0e6e0d0358dc",
"Type": "UpdateContactCallbackNumber",
"Transitions": {
"NextAction": "ff2c225e-0f66-4a87-bbd6-61746818db49",
"Errors": [
{
"NextAction": "ba9f1975-964d-4113-aa61-329f5227fe21",
"ErrorType": "InvalidCallbackNumber"
},
{
"NextAction": "ba9f1975-964d-4113-aa61-329f5227fe21",
"ErrorType": "CallbackNumberNotDialable"
}
]
}
},
{
"Parameters": {
"StoreInput": "False",
"InputTimeLimitSeconds": "5",
"Text": "Press 1 if you want to receieve a callback when an agent is available. Press 2 to r
emain in queue"
},
"Identifier": "96f7b261-2bf0-407e-bd5b-346e244eb9a1",
"Type": "GetParticipantInput",
"Transitions": {
"NextAction": "f6ea029e-aaee-418f-b65d-faf2a5594000",
"Conditions": [
{
"NextAction": "2ff07095-d5f5-48e8-9162-908eb7f1fb27",
"Condition": {
"Operator": "Equals",
"Operands": [
"1"
]
}
},
{
"NextAction": "f6ea029e-aaee-418f-b65d-faf2a5594000",
"Condition": {
"Operator": "Equals",
"Operands": [
"2"
]
}
}
],
"Errors": [
{
"NextAction": "f6ea029e-aaee-418f-b65d-faf2a5594000",
"ErrorType": "InputTimeLimitExceeded"
},
{
"NextAction": "f6ea029e-aaee-418f-b65d-faf2a5594000",
"ErrorType": "NoMatchingCondition"
},
{
"NextAction": "f6ea029e-aaee-418f-b65d-faf2a5594000",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {
"Text": "The number entered is invalid. Please try again."
},
"Identifier": "ba9f1975-964d-4113-aa61-329f5227fe21",
"Type": "MessageParticipant",
"Transitions": {
"NextAction": "2ff07095-d5f5-48e8-9162-908eb7f1fb27"
}
},
{
"Parameters": {
"StoreInput": "True",
"InputTimeLimitSeconds": "5",
"Text": "Enter the number you would like to be called back at.",
"InputValidation": {
"PhoneNumberValidation": {
"NumberFormat": "Local",
"CountryCode": "US"
}
}
},
"Identifier": "2ff07095-d5f5-48e8-9162-908eb7f1fb27",
"Type": "GetParticipantInput",
"Transitions": {
"NextAction": "bb25d7fc-cd15-44b6-8427-0e6e0d0358dc",
"Errors": [
{
"NextAction": "ba9f1975-964d-4113-aa61-329f5227fe21",
"ErrorType": "NoMatchingError"
},
{
"NextAction": "ba9f1975-964d-4113-aa61-329f5227fe21",
"ErrorType": "InvalidPhoneNumber"
}
]
}
},
{
"Parameters": {},
"Identifier": "5551df8f-cd35-4160-8ab4-b5d8b4a396c2",
"Type": "DisconnectParticipant",
"Transitions": {}
},
{
"Parameters": {
"Text": "Something went wrong. Goodbye."
},
"Identifier": "5a0bb403-5cae-4867-bb3d-f119b9a6c81a",
"Type": "MessageParticipant",
"Transitions": {
"NextAction": "5551df8f-cd35-4160-8ab4-b5d8b4a396c2"
}
},
{
"Parameters": {
"Text": "You will be called back when the next agent is available."
},
"Identifier": "ff2c225e-0f66-4a87-bbd6-61746818db49",
"Type": "MessageParticipant",
"Transitions": {
"NextAction": "d82a6199-9105-4783-bc41-0bb9792b0c99"
}
},
{
"Parameters": {
"RetryDelaySeconds": "600",
"InitialCallDelaySeconds": "5",
"MaximumConnectionAttempts": "1"
},
"Identifier": "d82a6199-9105-4783-bc41-0bb9792b0c99",
"Type": "CreateCallbackContact",
"Transitions": {
"NextAction": "5551df8f-cd35-4160-8ab4-b5d8b4a396c2",
"Errors": [
{
"NextAction": "5a0bb403-5cae-4867-bb3d-f119b9a6c81a",
"ErrorType": "NoMatchingError"
}
]
}
}
]
}
Puts agent on hold, enabling the customer to enter digits in private. In a real world implementation, enabling encryption is likely preferred.4.2.3 Sample secure input with agent
4.2.3.1 Details
Contact Flows Info Name State (summary) Type Contact Flow Details Description State (Detail) Tags Contact Flow Diagram Name Description State Type JSON of Contact Flow
"Version": "2019-10-30",
"StartAction": "0321435f-50d7-4334-bd3a-edc330d69758",
"Metadata": {
"entryPointPosition": {
"x": 91,
"y": 35
},
"snapToGrid": false,
"ActionMetadata": {
"0321435f-50d7-4334-bd3a-edc330d69758": {
"position": {
"x": 236,
"y": 67
}
},
"da9bc1a9-b8f2-49e3-954d-f9286111b2b6": {
"position": {
"x": 527,
"y": 116
},
"useDynamic": false
},
"05e44f49-ada5-43c4-8388-5b76f06ffa71": {
"position": {
"x": 747,
"y": 286
}
},
"4a1eaae2-0c7a-4080-a2e7-64917e38bfcc": {
"position": {
"x": 1282,
"y": 120
},
"useDynamic": true
},
"960a9249-f388-4ddc-80b3-6b4c7cd46a56": {
"position": {
"x": 999,
"y": 219
},
"useDynamic": false,
"useDynamicForEncryptionKeys": false,
"countryCodePrefix": "+1"
},
"20599a9a-8aa7-4c3b-82a8-0d43a9aca7d3": {
"position": {
"x": 1006,
"y": 460
},
"useDynamic": false
},
"b1158c34-1ad2-4e3e-aac4-d49e7c0e4272": {
"position": {
"x": 1569,
"y": 69
}
},
"2c846873-f083-4509-9dc7-ed26cfb2221e": {
"position": {
"x": 1809,
"y": 192
},
"useDynamic": false
},
"988019e5-4ee0-4799-b5e0-fced9dd6dad2": {
"position": {
"x": 2159,
"y": 476
}
},
"2331e648-36ee-4f2b-9012-fe8f8481f57b": {
"position": {
"x": 1282,
"y": 349
}
},
"05061cca-d20f-4d83-ae01-cc08e5ddfd4a": {
"position": {
"x": 1811,
"y": 346
},
"useDynamic": false
}
}
},
"Actions": [
{
"Identifier": "0321435f-50d7-4334-bd3a-edc330d69758",
"Parameters": {
"PreviousContactParticipantState": "OffHold"
},
"Transitions": {
"NextAction": "da9bc1a9-b8f2-49e3-954d-f9286111b2b6",
"Errors": [
{
"NextAction": "05e44f49-ada5-43c4-8388-5b76f06ffa71",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "UpdatePreviousContactParticipantState"
},
{
"Identifier": "da9bc1a9-b8f2-49e3-954d-f9286111b2b6",
"Parameters": {
"Text": "Thanks for calling the secure credit card entry system. We will now place the agent
on hold so you can enter digits securely."
},
"Transitions": {
"NextAction": "05e44f49-ada5-43c4-8388-5b76f06ffa71",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "05e44f49-ada5-43c4-8388-5b76f06ffa71",
"Parameters": {
"PreviousContactParticipantState": "AgentOnHold"
},
"Transitions": {
"NextAction": "960a9249-f388-4ddc-80b3-6b4c7cd46a56",
"Errors": [
{
"NextAction": "20599a9a-8aa7-4c3b-82a8-0d43a9aca7d3",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "UpdatePreviousContactParticipantState"
},
{
"Identifier": "4a1eaae2-0c7a-4080-a2e7-64917e38bfcc",
"Parameters": {
"Attributes": {
"EncryptedCreditCard": "$.StoredCustomerInput"
}
},
"Transitions": {
"NextAction": "b1158c34-1ad2-4e3e-aac4-d49e7c0e4272",
"Errors": [
{
"NextAction": "b1158c34-1ad2-4e3e-aac4-d49e7c0e4272",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "UpdateContactAttributes"
},
{
"Identifier": "960a9249-f388-4ddc-80b3-6b4c7cd46a56",
"Parameters": {
"Text": "The agent is now on hold. Please enter your credit card number, followed by the pou
nd key.",
"StoreInput": "True",
"InputTimeLimitSeconds": "6",
"InputValidation": {
"CustomValidation": {
"MaximumLength": "20"
}
},
"InputEncryption": {
"EncryptionKeyId": "your-key-id",
"Key": "Certificate to use for encryption should be provided here. You will need to also u
pload a signing key in the AWS console"
}
},
"Transitions": {
"NextAction": "4a1eaae2-0c7a-4080-a2e7-64917e38bfcc",
"Errors": [
{
"NextAction": "2331e648-36ee-4f2b-9012-fe8f8481f57b",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "GetParticipantInput"
},
{
"Identifier": "20599a9a-8aa7-4c3b-82a8-0d43a9aca7d3",
"Parameters": {
"Text": "The agent was unable to be put on hold."
},
"Transitions": {
"NextAction": "988019e5-4ee0-4799-b5e0-fced9dd6dad2",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "b1158c34-1ad2-4e3e-aac4-d49e7c0e4272",
"Parameters": {
"PreviousContactParticipantState": "OffHold"
},
"Transitions": {
"NextAction": "988019e5-4ee0-4799-b5e0-fced9dd6dad2",
"Errors": [
{
"NextAction": "2c846873-f083-4509-9dc7-ed26cfb2221e",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "UpdatePreviousContactParticipantState"
},
{
"Identifier": "2c846873-f083-4509-9dc7-ed26cfb2221e",
"Parameters": {
"Text": "Unable to conference both parties."
},
"Transitions": {
"NextAction": "988019e5-4ee0-4799-b5e0-fced9dd6dad2",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "988019e5-4ee0-4799-b5e0-fced9dd6dad2",
"Type": "DisconnectParticipant",
"Parameters": {},
"Transitions": {}
},
{
"Identifier": "2331e648-36ee-4f2b-9012-fe8f8481f57b",
"Parameters": {
"PreviousContactParticipantState": "CustomerOnHold"
},
"Transitions": {
"NextAction": "05061cca-d20f-4d83-ae01-cc08e5ddfd4a",
"Errors": [
{
"NextAction": "988019e5-4ee0-4799-b5e0-fced9dd6dad2",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "UpdatePreviousContactParticipantState"
},
{
"Identifier": "05061cca-d20f-4d83-ae01-cc08e5ddfd4a",
"Parameters": {
"Text": "There was a problem gathering the customer's input. Did you specify an encryption k
ey in the Store customer input block?"
},
"Transitions": {
"NextAction": "988019e5-4ee0-4799-b5e0-fced9dd6dad2",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
}
]
}
Default audio played when a customer is waiting in queue. Default whisper played to the customer4.2.4 Default customer queue
4.2.4.1 Details
Contact Flows Info Name State (summary) Type Contact Flow Details Description State (Detail) Tags Contact Flow Diagram Name Description State Type JSON of Contact Flow
"Version": "2019-10-30",
"StartAction": "098007b7-e257-4b7c-9c3c-741d4680517d",
"Metadata": {
"entryPointPosition": {
"x": 243,
"y": 172
},
"snapToGrid": false,
"ActionMetadata": {
"098007b7-e257-4b7c-9c3c-741d4680517d": {
"position": {
"x": 433,
"y": 236
},
"audio": [
{
"type": "Text",
"tts": "Thank you for calling. Your call is very important to us and will be answered in
the order it was received.",
"$$hashKey": "02A"
},
{
"type": "Prompt",
"prompt": {
"id": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f2
70f45/prompt/02d90da6-2818-41b6-a8fd-4b583f870ef1",
"text": "CustomerQueue.wav"
},
"$$hashKey": "02B"
}
],
"timeoutUnit": {
"display": "Minutes",
"value": "min"
}
}
}
},
"Actions": [
{
"Identifier": "098007b7-e257-4b7c-9c3c-741d4680517d",
"Parameters": {
"Messages": [
{
"Text": "Thank you for calling. Your call is very important to us and will be answered i
n the order it was received."
},
{
"PromptId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568
e7f270f45/prompt/02d90da6-2818-41b6-a8fd-4b583f870ef1"
}
]
},
"Transitions": {
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipantIteratively"
}
]
}4.2.4.2 Diagram
4.2.5 Default customer whisper
4.2.5.1 Details
Contact Flows Info Name State (summary) Type Contact Flow Details Description State (Detail) Tags Contact Flow Diagram Name Description State Type JSON of Contact Flow
"Version": "2019-10-30",
"StartAction": "8614b74d-3946-4bb3-9808-0e47df651838",
"Metadata": {
"entryPointPosition": {
"x": 75,
"y": 20
},
"snapToGrid": false,
"ActionMetadata": {
"0da12357-da4c-4581-b21e-45b1ceee510d": {
"position": {
"x": 479,
"y": 181
}
},
"8614b74d-3946-4bb3-9808-0e47df651838": {
"position": {
"x": 239,
"y": 100
},
"useDynamic": false,
"promptName": "Beep.wav"
}
}
},
"Actions": [
{
"Identifier": "0da12357-da4c-4581-b21e-45b1ceee510d",
"Parameters": {},
"Transitions": {},
"Type": "EndFlowExecution"
},
{
"Identifier": "8614b74d-3946-4bb3-9808-0e47df651838",
"Parameters": {
"PromptId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f2
70f45/prompt/9981c331-2d65-4be5-80ae-53ef7b0411bf"
},
"Transitions": {
"NextAction": "0da12357-da4c-4581-b21e-45b1ceee510d",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
}
]
}
First contact experience4.2.6 Sample inbound flow (first contact experience)
4.2.6.1 Details
Contact Flows Info Name State (summary) Type Contact Flow Details Description State (Detail) Tags Contact Flow Diagram Name Description State Type JSON of Contact Flow
"Version": "2019-10-30",
"StartAction": "6e53ccd1-94bf-4f4e-a6c7-69d1f2b9cc20",
"Metadata": {
"entryPointPosition": {
"x": 15,
"y": 15
},
"snapToGrid": false,
"name": "Sample inbound flow (first contact experience)",
"description": "First experience",
"type": "contactFlow",
"status": "published",
"hash": "19441ffb5838555f1416866a6035d6cbd0cb138623da354c75fc650b7e9f7de8",
"ActionMetadata": {
"a456069e-9995-4119-9427-bd63308fa17f": {
"position": {
"x": 926,
"y": 512
}
},
"6e53ccd1-94bf-4f4e-a6c7-69d1f2b9cc20": {
"position": {
"x": 216,
"y": 18
},
"useDynamic": false
},
"b11b10a6-c4bd-41ba-a9d9-098cc5374035": {
"position": {
"x": 583,
"y": 24
},
"conditionMetadata": [
{
"operator": {
"name": "Equals",
"value": "Equals",
"shortDisplay": "="
},
"value": "CHAT",
"id": "33a58dc7-6e46-40ba-87ea-394225c8a16e"
},
{
"operator": {
"name": "Equals",
"value": "Equals",
"shortDisplay": "="
},
"value": "TASK",
"id": "fcafb8f0-34c7-4648-a3a8-7092fc95f7cf"
}
]
},
"fe6810db-1fe8-4b8d-a939-65dadbb61ef7": {
"position": {
"x": 1389,
"y": 71
},
"useDynamic": false
},
"f9d359f6-ab58-416a-8d69-d721cf49a2df": {
"position": {
"x": 1700,
"y": 175
},
"useDynamic": false,
"ContactFlow": {
"id": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f270f4
5/contact-flow/d3041eb7-40be-4417-8415-d62e13807cef",
"text": "Sample secure input with no agent"
}
},
"4c568499-9a87-46d1-87e2-213ebaf81c4e": {
"position": {
"x": 1701,
"y": 338
},
"useDynamic": false,
"ContactFlow": {
"id": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f270f4
5/contact-flow/71e9db18-05ce-4f9e-86d1-881e6d16bf90",
"text": "Sample Lambda integration"
}
},
"6d68b65b-787d-4359-a58b-23959a0c18d7": {
"position": {
"x": 1698,
"y": 492
},
"useDynamic": false,
"ContactFlow": {
"id": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f270f4
5/contact-flow/c453b204-d4cc-4458-86a7-49fb06c7c24b",
"text": "Sample note for screenpop"
}
},
"f7ee6062-55b6-4bcf-9b06-35e5735fbad7": {
"position": {
"x": 1719,
"y": 658
},
"useDynamic": false,
"ContactFlow": {
"id": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f270f4
5/contact-flow/c1fba993-6168-40f8-bf02-d93f4b3f0928",
"text": "Sample AB test"
}
},
"ae54d6c1-507d-4d6e-886e-e212cbbcf976": {
"position": {
"x": 1696,
"y": 15
},
"useDynamic": false,
"ContactFlow": {
"id": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f270f4
5/contact-flow/a5a0fc9c-9141-4e2d-831f-b3bb813480ff",
"text": "Sample Queue Configurations Flow"
}
},
"3b843a8a-19c1-4f34-b874-c28a8550a352": {
"position": {
"x": 1721,
"y": 828
},
"useDynamic": false,
"ContactFlow": {
"id": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f270f4
5/contact-flow/74a992b2-6a53-4d20-984b-90117232b5a0",
"text": "Sample recording behavior"
}
},
"6063b277-5cd1-41fc-a069-ae76887f2a23": {
"position": {
"x": 1146,
"y": 506
},
"useDynamic": false
},
"4cb86557-b541-46a3-a452-cee0b241a3cf": {
"position": {
"x": 715,
"y": 303
},
"conditionMetadata": [
{
"operator": {
"name": "Equals",
"value": "Equals",
"shortDisplay": "="
},
"value": "true",
"id": "57a167af-6c7a-4130-9a49-a1051d40f770"
}
]
},
"83b76e76-52cc-4732-81ff-1519b0c0f132": {
"position": {
"x": 2202,
"y": 581
}
},
"7c0a92c0-3a0d-4941-9d0e-2ae0e16ce58b": {
"position": {
"x": 1979,
"y": 580
},
"useDynamic": false
},
"98a70ec0-069b-44a4-ada6-2a1810b1c675": {
"position": {
"x": 1378,
"y": 335
},
"conditionMetadata": [
{
"id": "d8f9fa80-6c0f-4522-9002-0ddaed9bac73",
"value": "1"
},
{
"id": "f122e61f-d347-4cd8-beac-b1c663ae19b7",
"value": "2"
},
{
"id": "b1730b93-d68f-46d9-84d7-2d6ede87f615",
"value": "3"
},
{
"id": "5aa9a6d5-a9a4-4c12-b011-413dc65c984f",
"value": "4"
},
{
"id": "4e1e162c-87d5-4bbb-8e09-b08f574bfa0b",
"value": "5"
},
{
"id": "7bf21a36-550d-44d3-98cf-ba1957c46149",
"value": "6"
},
{
"id": "2c4b3a5a-91fa-4168-8423-62a0fcc15c33",
"value": "7"
}
],
"useDynamic": false,
"useLexBotDropdown": true,
"useDynamicLexBotArn": false
},
"f6e54fb1-d0db-4135-8eb2-5facb1d50b7e": {
"position": {
"x": 1723,
"y": 988
},
"useDynamicContactFlow": false,
"ContactFlow": {
"id": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f270f4
5/contact-flow/3e680f13-d44d-4554-8e24-c2f51f36d683",
"text": "Sample inbound flow (first contact experience)"
}
}
}
},
"Actions": [
{
"Identifier": "a456069e-9995-4119-9427-bd63308fa17f",
"Parameters": {
"Attributes": {
"greetingPlayed": "true"
}
},
"Transitions": {
"NextAction": "6063b277-5cd1-41fc-a069-ae76887f2a23",
"Errors": [
{
"NextAction": "6063b277-5cd1-41fc-a069-ae76887f2a23",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "UpdateContactAttributes"
},
{
"Identifier": "6e53ccd1-94bf-4f4e-a6c7-69d1f2b9cc20",
"Parameters": {
"EventHooks": {
"CustomerRemaining": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-9
8a4-568e7f270f45/contact-flow/04705a1f-a997-4dbf-95fb-6f4c55547089"
}
},
"Transitions": {
"NextAction": "b11b10a6-c4bd-41ba-a9d9-098cc5374035",
"Errors": [
{
"NextAction": "b11b10a6-c4bd-41ba-a9d9-098cc5374035",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "UpdateContactEventHooks"
},
{
"Identifier": "b11b10a6-c4bd-41ba-a9d9-098cc5374035",
"Parameters": {
"ComparisonValue": "$.Channel"
},
"Transitions": {
"NextAction": "4cb86557-b541-46a3-a452-cee0b241a3cf",
"Errors": [
{
"NextAction": "4cb86557-b541-46a3-a452-cee0b241a3cf",
"ErrorType": "NoMatchingCondition"
}
],
"Conditions": [
{
"NextAction": "fe6810db-1fe8-4b8d-a939-65dadbb61ef7",
"Condition": {
"Operator": "Equals",
"Operands": [
"CHAT"
]
}
},
{
"NextAction": "fe6810db-1fe8-4b8d-a939-65dadbb61ef7",
"Condition": {
"Operator": "Equals",
"Operands": [
"TASK"
]
}
}
]
},
"Type": "Compare"
},
{
"Identifier": "fe6810db-1fe8-4b8d-a939-65dadbb61ef7",
"Parameters": {
"Text": "Hello, thanks for contacting us. This is an example of what the Amazon Connect virt
ual contact center can enable you to do."
},
"Transitions": {
"NextAction": "ae54d6c1-507d-4d6e-886e-e212cbbcf976",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "f9d359f6-ab58-416a-8d69-d721cf49a2df",
"Parameters": {
"ContactFlowId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-56
8e7f270f45/contact-flow/d3041eb7-40be-4417-8415-d62e13807cef"
},
"Transitions": {
"NextAction": "7c0a92c0-3a0d-4941-9d0e-2ae0e16ce58b",
"Errors": [
{
"NextAction": "7c0a92c0-3a0d-4941-9d0e-2ae0e16ce58b",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "TransferToFlow"
},
{
"Identifier": "4c568499-9a87-46d1-87e2-213ebaf81c4e",
"Parameters": {
"ContactFlowId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-56
8e7f270f45/contact-flow/71e9db18-05ce-4f9e-86d1-881e6d16bf90"
},
"Transitions": {
"NextAction": "7c0a92c0-3a0d-4941-9d0e-2ae0e16ce58b",
"Errors": [
{
"NextAction": "7c0a92c0-3a0d-4941-9d0e-2ae0e16ce58b",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "TransferToFlow"
},
{
"Identifier": "6d68b65b-787d-4359-a58b-23959a0c18d7",
"Parameters": {
"ContactFlowId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-56
8e7f270f45/contact-flow/c453b204-d4cc-4458-86a7-49fb06c7c24b"
},
"Transitions": {
"NextAction": "7c0a92c0-3a0d-4941-9d0e-2ae0e16ce58b",
"Errors": [
{
"NextAction": "7c0a92c0-3a0d-4941-9d0e-2ae0e16ce58b",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "TransferToFlow"
},
{
"Identifier": "f7ee6062-55b6-4bcf-9b06-35e5735fbad7",
"Parameters": {
"ContactFlowId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-56
8e7f270f45/contact-flow/c1fba993-6168-40f8-bf02-d93f4b3f0928"
},
"Transitions": {
"NextAction": "7c0a92c0-3a0d-4941-9d0e-2ae0e16ce58b",
"Errors": [
{
"NextAction": "7c0a92c0-3a0d-4941-9d0e-2ae0e16ce58b",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "TransferToFlow"
},
{
"Identifier": "ae54d6c1-507d-4d6e-886e-e212cbbcf976",
"Parameters": {
"ContactFlowId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-56
8e7f270f45/contact-flow/a5a0fc9c-9141-4e2d-831f-b3bb813480ff"
},
"Transitions": {
"NextAction": "7c0a92c0-3a0d-4941-9d0e-2ae0e16ce58b",
"Errors": [
{
"NextAction": "7c0a92c0-3a0d-4941-9d0e-2ae0e16ce58b",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "TransferToFlow"
},
{
"Identifier": "3b843a8a-19c1-4f34-b874-c28a8550a352",
"Parameters": {
"ContactFlowId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-56
8e7f270f45/contact-flow/74a992b2-6a53-4d20-984b-90117232b5a0"
},
"Transitions": {
"NextAction": "7c0a92c0-3a0d-4941-9d0e-2ae0e16ce58b",
"Errors": [
{
"NextAction": "7c0a92c0-3a0d-4941-9d0e-2ae0e16ce58b",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "TransferToFlow"
},
{
"Identifier": "6063b277-5cd1-41fc-a069-ae76887f2a23",
"Parameters": {
"Text": "Hello, thanks for calling. These are some examples of what the Amazon Connect virtu
al contact center can enable you to do."
},
"Transitions": {
"NextAction": "98a70ec0-069b-44a4-ada6-2a1810b1c675",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "4cb86557-b541-46a3-a452-cee0b241a3cf",
"Parameters": {
"ComparisonValue": "$.Attributes.greetingPlayed"
},
"Transitions": {
"NextAction": "a456069e-9995-4119-9427-bd63308fa17f",
"Errors": [
{
"NextAction": "a456069e-9995-4119-9427-bd63308fa17f",
"ErrorType": "NoMatchingCondition"
}
],
"Conditions": [
{
"NextAction": "98a70ec0-069b-44a4-ada6-2a1810b1c675",
"Condition": {
"Operator": "Equals",
"Operands": [
"true"
]
}
}
]
},
"Type": "Compare"
},
{
"Identifier": "83b76e76-52cc-4732-81ff-1519b0c0f132",
"Type": "DisconnectParticipant",
"Parameters": {},
"Transitions": {}
},
{
"Identifier": "7c0a92c0-3a0d-4941-9d0e-2ae0e16ce58b",
"Parameters": {
"Text": "We're sorry, an error occurred. Goodbye."
},
"Transitions": {
"NextAction": "83b76e76-52cc-4732-81ff-1519b0c0f132",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "98a70ec0-069b-44a4-ada6-2a1810b1c675",
"Parameters": {
"Text": "Press 1 to be put in queue for an agent.\n2 to securely enter content. \n3 to hear
the results of an AWS Lambda data dip. \n4 to set a screen pop for the agent. \n5 to roll the dice
and simulate a and b testing. \n6 to set call recording behavior.\nOr 7 to create a task for an a
gent.",
"StoreInput": "False",
"InputTimeLimitSeconds": "8"
},
"Transitions": {
"NextAction": "3b843a8a-19c1-4f34-b874-c28a8550a352",
"Errors": [
{
"NextAction": "7c0a92c0-3a0d-4941-9d0e-2ae0e16ce58b",
"ErrorType": "NoMatchingError"
},
{
"NextAction": "3b843a8a-19c1-4f34-b874-c28a8550a352",
"ErrorType": "NoMatchingCondition"
},
{
"NextAction": "ae54d6c1-507d-4d6e-886e-e212cbbcf976",
"ErrorType": "InputTimeLimitExceeded"
}
],
"Conditions": [
{
"NextAction": "ae54d6c1-507d-4d6e-886e-e212cbbcf976",
"Condition": {
"Operator": "Equals",
"Operands": [
"1"
]
}
},
{
"NextAction": "f9d359f6-ab58-416a-8d69-d721cf49a2df",
"Condition": {
"Operator": "Equals",
"Operands": [
"2"
]
}
},
{
"NextAction": "4c568499-9a87-46d1-87e2-213ebaf81c4e",
"Condition": {
"Operator": "Equals",
"Operands": [
"3"
]
}
},
{
"NextAction": "6d68b65b-787d-4359-a58b-23959a0c18d7",
"Condition": {
"Operator": "Equals",
"Operands": [
"4"
]
}
},
{
"NextAction": "f7ee6062-55b6-4bcf-9b06-35e5735fbad7",
"Condition": {
"Operator": "Equals",
"Operands": [
"5"
]
}
},
{
"NextAction": "3b843a8a-19c1-4f34-b874-c28a8550a352",
"Condition": {
"Operator": "Equals",
"Operands": [
"6"
]
}
},
{
"NextAction": "f6e54fb1-d0db-4135-8eb2-5facb1d50b7e",
"Condition": {
"Operator": "Equals",
"Operands": [
"7"
]
}
}
]
},
"Type": "GetParticipantInput"
},
{
"Identifier": "f6e54fb1-d0db-4135-8eb2-5facb1d50b7e",
"Parameters": {
"Name": "Sample task",
"Attributes": {
"CustomerPhoneNumber": "$.CustomerEndpoint.Address",
"Type": "inbound"
},
"ContactFlowId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-56
8e7f270f45/contact-flow/3e680f13-d44d-4554-8e24-c2f51f36d683",
"Description": "Example of an agent task to investigate customer issue from sample inbound f
low."
},
"Transitions": {
"NextAction": "83b76e76-52cc-4732-81ff-1519b0c0f132",
"Errors": [
{
"NextAction": "7c0a92c0-3a0d-4941-9d0e-2ae0e16ce58b",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "CreateTask"
}
]
}
Invokes a lambda function to determine information about the user.4.2.7 Sample Lambda integration
4.2.7.1 Details
Contact Flows Info Name State (summary) Type Contact Flow Details Description State (Detail) Tags Contact Flow Diagram Name Description State Type JSON of Contact Flow
"Version": "2019-10-30",
"StartAction": "4d36a741-bc87-4035-b3fa-9c8390e687ac",
"Metadata": {
"entryPointPosition": {
"x": 38.400000000000006,
"y": 14.4
},
"ActionMetadata": {
"7329da0c-3dcb-4661-a72e-95b6e841a4a4": {
"position": {
"x": 930.40000000000009,
"y": 360.8
}
},
"35c77601-311e-4e0b-85a5-883381ac2655": {
"position": {
"x": 688,
"y": 388
},
"conditionMetadata": [
{
"id": "913ae603-c652-4b01-93ba-c3a0eaed75c4",
"operator": {
"name": "Equals",
"value": "Equals",
"shortDisplay": "="
},
"value": "unknown"
}
]
},
"31dd3a3e-7d66-4829-9252-8ea344160f5e": {
"position": {
"x": 1461.6000000000001,
"y": 384.8
}
},
"96f62f74-1905-40cd-acca-714c0782717a": {
"position": {
"x": 1725.6000000000001,
"y": 448
}
},
"431f29e2-cca7-44e4-a449-90a38c2d327b": {
"position": {
"x": 926.40000000000009,
"y": 565.6
}
},
"94cd8c74-9a86-41bd-8fe2-d08bc8f9e41e": {
"position": {
"x": 1208.8,
"y": 336.8
},
"parameters": {
"ContactFlowId": {
"displayName": "Sample inbound flow (first contact experience)"
}
},
"ContactFlow": {
"text": "Sample inbound flow (first contact experience)"
}
},
"75a15841-1848-42a0-8933-e6baccb5ffaf": {
"position": {
"x": 702.40000000000009,
"y": 186.4
},
"dynamicParams": []
},
"1b9a1e90-a330-450b-85a9-dcad8ef3b045": {
"position": {
"x": 1188,
"y": 72.8
}
},
"68f1b094-8c1c-4231-879d-b106e53de281": {
"position": {
"x": 440.8,
"y": 120.80000000000001
},
"conditionMetadata": [
{
"id": "314a2a40-ed37-4a7c-a000-f4cdaa4b7166",
"operator": {
"name": "Equals",
"value": "Equals",
"shortDisplay": "="
},
"value": "CHAT"
},
{
"id": "6f4796cc-10a2-4791-accb-72e5e9f6d7fb",
"operator": {
"name": "Equals",
"value": "Equals",
"shortDisplay": "="
},
"value": "TASK"
}
]
},
"5d737fb6-6df3-4e27-beff-eb3395bada65": {
"position": {
"x": 691.2,
"y": -6.4
},
"parameters": {
"PromptId": {
"useDynamic": true
}
},
"useDynamic": true
},
"7eefafd6-402f-4759-967c-b017ef5f3969": {
"position": {
"x": 149.6,
"y": 244.8
},
"dynamicMetadata": {}
},
"efaf2e12-0f08-4462-b7fe-c1c253967715": {
"position": {
"x": 402.40000000000003,
"y": -16
}
},
"4d36a741-bc87-4035-b3fa-9c8390e687ac": {
"position": {
"x": 194.4,
"y": 48.800000000000004
}
}
}
},
"Actions": [
{
"Parameters": {
"Text": "Based on the number you are calling from, your area code is located in $.External.S
tate"
},
"Identifier": "7329da0c-3dcb-4661-a72e-95b6e841a4a4",
"Type": "MessageParticipant",
"Transitions": {
"NextAction": "1b9a1e90-a330-450b-85a9-dcad8ef3b045"
}
},
{
"Parameters": {
"ComparisonValue": "$.External.State"
},
"Identifier": "35c77601-311e-4e0b-85a5-883381ac2655",
"Type": "Compare",
"Transitions": {
"NextAction": "7329da0c-3dcb-4661-a72e-95b6e841a4a4",
"Conditions": [
{
"NextAction": "431f29e2-cca7-44e4-a449-90a38c2d327b",
"Condition": {
"Operator": "Equals",
"Operands": [
"unknown"
]
}
}
],
"Errors": [
{
"NextAction": "7329da0c-3dcb-4661-a72e-95b6e841a4a4",
"ErrorType": "NoMatchingCondition"
}
]
}
},
{
"Parameters": {
"Text": "Failed to transfer back to main flow"
},
"Identifier": "31dd3a3e-7d66-4829-9252-8ea344160f5e",
"Type": "MessageParticipant",
"Transitions": {
"NextAction": "96f62f74-1905-40cd-acca-714c0782717a"
}
},
{
"Parameters": {},
"Identifier": "96f62f74-1905-40cd-acca-714c0782717a",
"Type": "DisconnectParticipant",
"Transitions": {}
},
{
"Parameters": {
"Text": "Sorry, we failed to find the state for your phone number's area code."
},
"Identifier": "431f29e2-cca7-44e4-a449-90a38c2d327b",
"Type": "MessageParticipant",
"Transitions": {
"NextAction": "1b9a1e90-a330-450b-85a9-dcad8ef3b045"
}
},
{
"Parameters": {
"ContactFlowId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-56
8e7f270f45/contact-flow/3e680f13-d44d-4554-8e24-c2f51f36d683"
},
"Identifier": "94cd8c74-9a86-41bd-8fe2-d08bc8f9e41e",
"Type": "TransferToFlow",
"Transitions": {
"NextAction": "31dd3a3e-7d66-4829-9252-8ea344160f5e",
"Errors": [
{
"NextAction": "31dd3a3e-7d66-4829-9252-8ea344160f5e",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {
"Attributes": {
"FunFact": "Here is your fun fact: $.External.Fact"
}
},
"Identifier": "75a15841-1848-42a0-8933-e6baccb5ffaf",
"Type": "UpdateContactAttributes",
"Transitions": {
"NextAction": "94cd8c74-9a86-41bd-8fe2-d08bc8f9e41e",
"Errors": [
{
"NextAction": "94cd8c74-9a86-41bd-8fe2-d08bc8f9e41e",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {
"Text": "Now returning you to the main menu."
},
"Identifier": "1b9a1e90-a330-450b-85a9-dcad8ef3b045",
"Type": "MessageParticipant",
"Transitions": {
"NextAction": "94cd8c74-9a86-41bd-8fe2-d08bc8f9e41e"
}
},
{
"Parameters": {
"ComparisonValue": "$.Channel"
},
"Identifier": "68f1b094-8c1c-4231-879d-b106e53de281",
"Type": "Compare",
"Transitions": {
"NextAction": "35c77601-311e-4e0b-85a5-883381ac2655",
"Conditions": [
{
"NextAction": "5d737fb6-6df3-4e27-beff-eb3395bada65",
"Condition": {
"Operator": "Equals",
"Operands": [
"CHAT"
]
}
},
{
"NextAction": "75a15841-1848-42a0-8933-e6baccb5ffaf",
"Condition": {
"Operator": "Equals",
"Operands": [
"TASK"
]
}
}
],
"Errors": [
{
"NextAction": "35c77601-311e-4e0b-85a5-883381ac2655",
"ErrorType": "NoMatchingCondition"
}
]
}
},
{
"Parameters": {
"PromptId": "$.External.22323"
},
"Identifier": "5d737fb6-6df3-4e27-beff-eb3395bada65",
"Type": "MessageParticipant",
"Transitions": {
"NextAction": "1b9a1e90-a330-450b-85a9-dcad8ef3b045",
"Errors": [
{
"NextAction": "96f62f74-1905-40cd-acca-714c0782717a",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {
"LambdaFunctionARN": "arn:aws:lambda:us-east-1:613787477748:function:state-lookup",
"InvocationTimeLimitSeconds": "4"
},
"Identifier": "7eefafd6-402f-4759-967c-b017ef5f3969",
"Type": "InvokeLambdaFunction",
"Transitions": {
"NextAction": "68f1b094-8c1c-4231-879d-b106e53de281",
"Errors": [
{
"NextAction": "431f29e2-cca7-44e4-a449-90a38c2d327b",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {},
"Identifier": "efaf2e12-0f08-4462-b7fe-c1c253967715",
"Type": "DisconnectParticipant",
"Transitions": {}
},
{
"Parameters": {
"Text": "Now performing a \"data dip using AWS Lambda. Based on your phone number, we will l
ookup the state you are calling from if you are on a voice call or tell you a fun fact if you are
on chat."
},
"Identifier": "4d36a741-bc87-4035-b3fa-9c8390e687ac",
"Type": "MessageParticipant",
"Transitions": {
"NextAction": "7eefafd6-402f-4759-967c-b017ef5f3969",
"Errors": [
{
"NextAction": "efaf2e12-0f08-4462-b7fe-c1c253967715",
"ErrorType": "NoMatchingError"
}
]
}
}
]
}
Default flow to transfer to an agent.4.2.8 Default agent transfer
4.2.8.1 Details
Contact Flows Info Name State (summary) Type Contact Flow Details Description State (Detail) Tags Contact Flow Diagram Name Description State Type JSON of Contact Flow
"Version": "2019-10-30",
"StartAction": "5e641eb0-0e27-4f78-9e3e-5d8cd35a4ac5",
"Metadata": {
"entryPointPosition": {
"x": 15,
"y": 103
},
"snapToGrid": false,
"name": "Default agent transfer",
"description": "Default flow to transfer to an agent.",
"type": "agentTransfer",
"status": "published",
"hash": "be2929544e5a92e18a887477067dc4ede9822e6382340e08f78fb03b3caa3e90",
"ActionMetadata": {
"5e641eb0-0e27-4f78-9e3e-5d8cd35a4ac5": {
"position": {
"x": 144,
"y": 103
},
"useDynamic": false
},
"ea49dc11-0478-4508-b018-5703eda402dd": {
"position": {
"x": 388,
"y": 98
},
"useDynamic": true,
"queue": "Agent.ARN"
},
"610ed3fd-460f-491c-b250-a686105af077": {
"position": {
"x": 646.80000001192093,
"y": 92
},
"useDynamic": false
},
"f5c21661-329c-4d34-afe6-143703a7a34f": {
"position": {
"x": 870,
"y": 258
},
"useDynamic": false
},
"d5d82a97-0a9a-40f1-9dde-d26f56db7ff2": {
"position": {
"x": 1068,
"y": 98
}
}
}
},
"Actions": [
{
"Identifier": "5e641eb0-0e27-4f78-9e3e-5d8cd35a4ac5",
"Parameters": {
"Text": "Transferring now..."
},
"Transitions": {
"NextAction": "ea49dc11-0478-4508-b018-5703eda402dd",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "ea49dc11-0478-4508-b018-5703eda402dd",
"Parameters": {
"AgentId": "$.Agent.ARN"
},
"Transitions": {
"NextAction": "610ed3fd-460f-491c-b250-a686105af077",
"Errors": [
{
"NextAction": "f5c21661-329c-4d34-afe6-143703a7a34f",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "UpdateContactTargetQueue"
},
{
"Identifier": "610ed3fd-460f-491c-b250-a686105af077",
"Transitions": {
"NextAction": "f5c21661-329c-4d34-afe6-143703a7a34f",
"Errors": [
{
"NextAction": "f5c21661-329c-4d34-afe6-143703a7a34f",
"ErrorType": "NoMatchingError"
},
{
"NextAction": "f5c21661-329c-4d34-afe6-143703a7a34f",
"ErrorType": "QueueAtCapacity"
}
],
"Conditions": []
},
"Type": "TransferContactToQueue"
},
{
"Identifier": "f5c21661-329c-4d34-afe6-143703a7a34f",
"Parameters": {
"Text": "Failed to transfer."
},
"Transitions": {
"NextAction": "d5d82a97-0a9a-40f1-9dde-d26f56db7ff2",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "d5d82a97-0a9a-40f1-9dde-d26f56db7ff2",
"Type": "DisconnectParticipant",
"Parameters": {},
"Transitions": {}
}
]
}
Sample flow to enable recording behavior4.2.9 Sample recording behavior
4.2.9.1 Details
Contact Flows Info Name State (summary) Type Contact Flow Details Description State (Detail) Tags Contact Flow Diagram Name Description State Type JSON of Contact Flow
"Version": "2019-10-30",
"StartAction": "5808b567-aa75-492d-968d-31c48df1b3fe",
"Metadata": {
"entryPointPosition": {
"x": 11,
"y": 15
},
"snapToGrid": false,
"name": "Sample recording behavior",
"description": "Sample flow to enable recording behavior",
"type": "contactFlow",
"status": "published",
"hash": "1733450f046b485063a897f33e60b801a195f5d2e4881070a3f5b3c8b3bb5044",
"ActionMetadata": {
"e1cc799f-0710-42f3-a656-9772f0915925": {
"position": {
"x": 1745,
"y": 402
}
},
"7cbaf36b-2899-43f5-b834-333a68d2067a": {
"position": {
"x": 1518,
"y": 402
},
"useDynamic": false
},
"53aab24b-bbe5-4014-b189-81f7a66a3997": {
"position": {
"x": 919,
"y": 187
}
},
"c19afb78-cec9-48e5-b696-22d64f2832f1": {
"position": {
"x": 921,
"y": 340
}
},
"e9b9dea3-74d8-4cf5-ac46-fe11369e7037": {
"position": {
"x": 921,
"y": 491
}
},
"5a3c5b08-e33b-4485-bd6b-90351c480fc1": {
"position": {
"x": 919,
"y": 658
},
"useDynamic": false
},
"356d5413-950c-43f1-ab5b-bf8b39ee87f4": {
"position": {
"x": 577,
"y": 187
},
"conditionMetadata": [
{
"id": "bf3381f4-8c3c-405a-bcfb-13c002b17820",
"value": "1"
},
{
"id": "1351ab3a-f91c-433c-941e-b06af38415b3",
"value": "2"
},
{
"id": "05f65dc8-0db2-4833-9bfe-a24e283383a6",
"value": "3"
},
{
"id": "dc371b2b-4519-4cb6-a766-815851ee7e0c",
"value": "4"
}
],
"useDynamic": false
},
"8a2cf897-4db1-4524-8acf-d8349bf3b5ee": {
"position": {
"x": 917,
"y": 26
}
},
"fc597c74-f076-4597-9bf4-f85223746fa3": {
"position": {
"x": 320,
"y": 30
},
"useDynamic": false
},
"443b99d4-3008-4e3b-a51a-8300bcf0817d": {
"position": {
"x": 267,
"y": 299
},
"useDynamic": false
},
"9b30963a-505a-425a-8a5a-c9fc2e4abd7e": {
"position": {
"x": 1275,
"y": 354
},
"useDynamic": false,
"ContactFlow": {
"id": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f270f4
5/contact-flow/3e680f13-d44d-4554-8e24-c2f51f36d683",
"text": "Sample inbound flow (first contact experience)"
}
},
"5808b567-aa75-492d-968d-31c48df1b3fe": {
"position": {
"x": 16,
"y": 359
},
"conditionMetadata": [
{
"id": "59ade2a4-4a27-49b7-97a4-d2f43a80af7f",
"operator": {
"name": "Equals",
"value": "Equals",
"shortDisplay": "="
},
"value": "CHAT"
},
{
"id": "6b7d91d9-fed8-4fe1-9380-82fd2ceb58e2",
"operator": {
"name": "Equals",
"value": "Equals",
"shortDisplay": "="
},
"value": "TASK"
}
]
}
}
},
"Actions": [
{
"Identifier": "e1cc799f-0710-42f3-a656-9772f0915925",
"Type": "DisconnectParticipant",
"Parameters": {},
"Transitions": {}
},
{
"Identifier": "7cbaf36b-2899-43f5-b834-333a68d2067a",
"Parameters": {
"Text": "Failed to transfer back to main phone tree"
},
"Transitions": {
"NextAction": "e1cc799f-0710-42f3-a656-9772f0915925",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "53aab24b-bbe5-4014-b189-81f7a66a3997",
"Parameters": {
"RecordingBehavior": {
"RecordedParticipants": [
"Agent"
]
}
},
"Transitions": {
"NextAction": "9b30963a-505a-425a-8a5a-c9fc2e4abd7e",
"Errors": [],
"Conditions": []
},
"Type": "UpdateContactRecordingBehavior"
},
{
"Identifier": "c19afb78-cec9-48e5-b696-22d64f2832f1",
"Parameters": {
"RecordingBehavior": {
"RecordedParticipants": [
"Customer"
]
}
},
"Transitions": {
"NextAction": "9b30963a-505a-425a-8a5a-c9fc2e4abd7e",
"Errors": [],
"Conditions": []
},
"Type": "UpdateContactRecordingBehavior"
},
{
"Identifier": "e9b9dea3-74d8-4cf5-ac46-fe11369e7037",
"Parameters": {
"RecordingBehavior": {
"RecordedParticipants": []
}
},
"Transitions": {
"NextAction": "9b30963a-505a-425a-8a5a-c9fc2e4abd7e",
"Errors": [],
"Conditions": []
},
"Type": "UpdateContactRecordingBehavior"
},
{
"Identifier": "5a3c5b08-e33b-4485-bd6b-90351c480fc1",
"Parameters": {
"Text": "No option was specified, recording behavior will not be changed."
},
"Transitions": {
"NextAction": "9b30963a-505a-425a-8a5a-c9fc2e4abd7e",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "356d5413-950c-43f1-ab5b-bf8b39ee87f4",
"Parameters": {
"Text": "Press 1 to turn on agent and customer recording. \nPress 2 to turn on agent only re
cording. \nPress 3 to turn on customer only recording. \nPress 4 to turn off all recording.",
"StoreInput": "False",
"InputTimeLimitSeconds": "8"
},
"Transitions": {
"NextAction": "5a3c5b08-e33b-4485-bd6b-90351c480fc1",
"Errors": [
{
"NextAction": "5a3c5b08-e33b-4485-bd6b-90351c480fc1",
"ErrorType": "NoMatchingError"
},
{
"NextAction": "5a3c5b08-e33b-4485-bd6b-90351c480fc1",
"ErrorType": "NoMatchingCondition"
},
{
"NextAction": "5a3c5b08-e33b-4485-bd6b-90351c480fc1",
"ErrorType": "InputTimeLimitExceeded"
}
],
"Conditions": [
{
"NextAction": "8a2cf897-4db1-4524-8acf-d8349bf3b5ee",
"Condition": {
"Operator": "Equals",
"Operands": [
"1"
]
}
},
{
"NextAction": "53aab24b-bbe5-4014-b189-81f7a66a3997",
"Condition": {
"Operator": "Equals",
"Operands": [
"2"
]
}
},
{
"NextAction": "c19afb78-cec9-48e5-b696-22d64f2832f1",
"Condition": {
"Operator": "Equals",
"Operands": [
"3"
]
}
},
{
"NextAction": "e9b9dea3-74d8-4cf5-ac46-fe11369e7037",
"Condition": {
"Operator": "Equals",
"Operands": [
"4"
]
}
}
]
},
"Type": "GetParticipantInput"
},
{
"Identifier": "8a2cf897-4db1-4524-8acf-d8349bf3b5ee",
"Parameters": {
"RecordingBehavior": {
"RecordedParticipants": [
"Agent",
"Customer"
]
}
},
"Transitions": {
"NextAction": "9b30963a-505a-425a-8a5a-c9fc2e4abd7e",
"Errors": [],
"Conditions": []
},
"Type": "UpdateContactRecordingBehavior"
},
{
"Identifier": "fc597c74-f076-4597-9bf4-f85223746fa3",
"Parameters": {
"Text": "For chat, this flow will enable managers to monitor ongoing chat conversations."
},
"Transitions": {
"NextAction": "8a2cf897-4db1-4524-8acf-d8349bf3b5ee",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "443b99d4-3008-4e3b-a51a-8300bcf0817d",
"Parameters": {
"Text": "This flow will allow you to adjust call recording behavior once this contact is con
nected to an agent. Note: any recordings will be stored in Amazon S3."
},
"Transitions": {
"NextAction": "356d5413-950c-43f1-ab5b-bf8b39ee87f4",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "9b30963a-505a-425a-8a5a-c9fc2e4abd7e",
"Parameters": {
"ContactFlowId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-56
8e7f270f45/contact-flow/3e680f13-d44d-4554-8e24-c2f51f36d683"
},
"Transitions": {
"NextAction": "7cbaf36b-2899-43f5-b834-333a68d2067a",
"Errors": [
{
"NextAction": "7cbaf36b-2899-43f5-b834-333a68d2067a",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "TransferToFlow"
},
{
"Identifier": "5808b567-aa75-492d-968d-31c48df1b3fe",
"Parameters": {
"ComparisonValue": "$.Channel"
},
"Transitions": {
"NextAction": "443b99d4-3008-4e3b-a51a-8300bcf0817d",
"Errors": [
{
"NextAction": "443b99d4-3008-4e3b-a51a-8300bcf0817d",
"ErrorType": "NoMatchingCondition"
}
],
"Conditions": [
{
"NextAction": "fc597c74-f076-4597-9bf4-f85223746fa3",
"Condition": {
"Operator": "Equals",
"Operands": [
"CHAT"
]
}
},
{
"NextAction": "9b30963a-505a-425a-8a5a-c9fc2e4abd7e",
"Condition": {
"Operator": "Equals",
"Operands": [
"TASK"
]
}
}
]
},
"Type": "Compare"
}
]
}
Default flow used to transfer to a queue.4.2.10 Default queue transfer
4.2.10.1 Details
Contact Flows Info Name State (summary) Type Contact Flow Details Description State (Detail) Tags Contact Flow Diagram Name Description State Type JSON of Contact Flow
"Version": "2019-10-30",
"StartAction": "861b5e68-b2c5-4443-8035-7697f51144b0",
"Metadata": {
"entryPointPosition": {
"x": 54,
"y": 127
},
"snapToGrid": false,
"name": "Default queue transfer",
"description": "Default flow used to transfer to a queue.",
"type": "queueTransfer",
"status": "published",
"hash": "ce320b3f180f6aec5c1f21c6d18fcc9ede84f2163deb2cec03d4574ee43b5366",
"ActionMetadata": {
"5babd3fa-99ac-4d97-803f-e2c971784263": {
"position": {
"x": 450,
"y": 297
},
"useDynamic": false
},
"8a77edf6-047f-459d-870e-8705b4db8c45": {
"position": {
"x": 697,
"y": 229
},
"useDynamic": false
},
"a09f52a9-fb12-4e33-a2c0-32e7ec838096": {
"position": {
"x": 1328,
"y": 411
}
},
"861b5e68-b2c5-4443-8035-7697f51144b0": {
"position": {
"x": 205,
"y": 127
}
},
"b6c455af-9ed1-440a-a83c-d27227d9627f": {
"position": {
"x": 1138,
"y": 232
},
"useDynamic": false
},
"127a3beb-5492-433d-822d-5c5389a52a33": {
"position": {
"x": 918,
"y": 37
},
"useDynamic": false
},
"aa2e49ed-9349-4240-9fcd-a9fee50e71a4": {
"position": {
"x": 466.82382202148438,
"y": 26.448940277099609
},
"useDynamic": false
},
"9100e7fc-fa48-4354-ac06-a6e0a4ddaeb4": {
"position": {
"x": 692,
"y": 40
},
"useDynamic": false
}
}
},
"Actions": [
{
"Identifier": "5babd3fa-99ac-4d97-803f-e2c971784263",
"Parameters": {
"Text": "We are currently out of hours. Goodbye."
},
"Transitions": {
"NextAction": "a09f52a9-fb12-4e33-a2c0-32e7ec838096",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "8a77edf6-047f-459d-870e-8705b4db8c45",
"Parameters": {
"Text": "There are currently no agents staffed. Goodbye."
},
"Transitions": {
"NextAction": "a09f52a9-fb12-4e33-a2c0-32e7ec838096",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "a09f52a9-fb12-4e33-a2c0-32e7ec838096",
"Type": "DisconnectParticipant",
"Parameters": {},
"Transitions": {}
},
{
"Identifier": "861b5e68-b2c5-4443-8035-7697f51144b0",
"Parameters": {},
"Transitions": {
"NextAction": "b6c455af-9ed1-440a-a83c-d27227d9627f",
"Errors": [
{
"NextAction": "b6c455af-9ed1-440a-a83c-d27227d9627f",
"ErrorType": "NoMatchingError"
}
],
"Conditions": [
{
"NextAction": "aa2e49ed-9349-4240-9fcd-a9fee50e71a4",
"Condition": {
"Operator": "Equals",
"Operands": [
"True"
]
}
},
{
"NextAction": "5babd3fa-99ac-4d97-803f-e2c971784263",
"Condition": {
"Operator": "Equals",
"Operands": [
"False"
]
}
}
]
},
"Type": "CheckHoursOfOperation"
},
{
"Identifier": "b6c455af-9ed1-440a-a83c-d27227d9627f",
"Parameters": {
"Text": "Failed to transfer to queue. Goodbye."
},
"Transitions": {
"NextAction": "a09f52a9-fb12-4e33-a2c0-32e7ec838096",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "127a3beb-5492-433d-822d-5c5389a52a33",
"Transitions": {
"NextAction": "b6c455af-9ed1-440a-a83c-d27227d9627f",
"Errors": [
{
"NextAction": "b6c455af-9ed1-440a-a83c-d27227d9627f",
"ErrorType": "NoMatchingError"
},
{
"NextAction": "b6c455af-9ed1-440a-a83c-d27227d9627f",
"ErrorType": "QueueAtCapacity"
}
],
"Conditions": []
},
"Type": "TransferContactToQueue"
},
{
"Identifier": "aa2e49ed-9349-4240-9fcd-a9fee50e71a4",
"Parameters": {
"MetricType": "NumberOfAgentsStaffed"
},
"Transitions": {
"NextAction": "b6c455af-9ed1-440a-a83c-d27227d9627f",
"Errors": [
{
"NextAction": "b6c455af-9ed1-440a-a83c-d27227d9627f",
"ErrorType": "NoMatchingError"
},
{
"NextAction": "8a77edf6-047f-459d-870e-8705b4db8c45",
"ErrorType": "NoMatchingCondition"
}
],
"Conditions": [
{
"NextAction": "9100e7fc-fa48-4354-ac06-a6e0a4ddaeb4",
"Condition": {
"Operator": "NumberGreaterThan",
"Operands": [
"0"
]
}
}
]
},
"Type": "CheckMetricData"
},
{
"Identifier": "9100e7fc-fa48-4354-ac06-a6e0a4ddaeb4",
"Parameters": {
"Text": "Now transferring."
},
"Transitions": {
"NextAction": "127a3beb-5492-433d-822d-5c5389a52a33",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
}
]
}
Copy from Flows4.2.11 Flows Test 2
4.2.11.1 Details
Contact Flows Info Name State (summary) Type Contact Flow Details Description State (Detail) Tags Contact Flow Diagram Name Description State Type JSON of Contact Flow
"Version": "2019-10-30",
"StartAction": "90fdacd4-d4a7-432f-a809-b036e2ac24d6",
"Metadata": {
"entryPointPosition": {
"x": -146.4,
"y": -3.2
},
"ActionMetadata": {
"be024a0d-a5a9-4001-b87e-12527b274747": {
"position": {
"x": 1496.8000000000002,
"y": 226.4
}
},
"8134c1ee-ad08-4c4f-9b36-20c432f2495f": {
"position": {
"x": 1194.4,
"y": 307.20000000000005
},
"parameters": {
"PromptId": {
"displayName": "Beep.wav"
}
},
"promptName": "Beep.wav",
"conditionMetadata": [],
"countryCodePrefix": "+1"
},
"40acbaf2-1e99-40be-9625-f3c97acd7466": {
"position": {
"x": 831.2,
"y": 280.8
},
"parameters": {
"ContactFlowId": {
"displayName": "Sample AB test"
}
},
"ContactFlow": {
"text": "Sample AB test"
}
},
"90fdacd4-d4a7-432f-a809-b036e2ac24d6": {
"position": {
"x": -25.6,
"y": 27.200000000000003
},
"parameters": {
"ContactFlowId": {
"displayName": "Sample AB test"
}
},
"ContactFlow": {
"text": "Sample AB test"
}
},
"6ccb543d-cd1c-44a1-bc8e-445da03fc417": {
"position": {
"x": 219.20000000000002,
"y": 16.8
},
"useDynamic": {},
"customerProfilesAction": "GetCustomerProfile"
},
"dcef047f-3c99-4c3e-9156-c4953d002465": {
"position": {
"x": 1188.8,
"y": 109.60000000000001
}
},
"c9cefb2f-8f45-4580-8e69-4ada8f563333": {
"position": {
"x": 965.6,
"y": 48.800000000000004
},
"parameters": {
"ContactFlowId": {
"useDynamic": true
}
},
"useDynamic": true
},
"96595150-58f5-48d9-ab0d-4787c7abb69a": {
"position": {
"x": 440.8,
"y": 20
},
"parameters": {
"FlowModuleId": {
"displayName": "Module1"
}
},
"contactFlowModuleName": "Module1"
},
"821f94f1-b49c-4087-87be-52c3c15b9fac": {
"position": {
"x": 616.80000000000007,
"y": 382.40000000000003
}
},
"460af2e1-c4f0-4a6e-9ebf-5e984ef18764": {
"position": {
"x": 683.2,
"y": 31.200000000000003
},
"children": [
"ec176f5e-6310-4f45-a1fa-656ad330d571"
],
"dynamicParams": []
},
"ec176f5e-6310-4f45-a1fa-656ad330d571": {
"position": {
"x": 683.2,
"y": 31.200000000000003
},
"voiceAuthenticationUseDynamic": false,
"voiceAuthenticationResponseTimeUseDynamic": false,
"fraudDetectionUseDynamic": false,
"fragments": {
"SetContactData": "460af2e1-c4f0-4a6e-9ebf-5e984ef18764"
}
}
}
},
"Actions": [
{
"Parameters": {},
"Identifier": "be024a0d-a5a9-4001-b87e-12527b274747",
"Type": "DisconnectParticipant",
"Transitions": {}
},
{
"Parameters": {
"StoreInput": "True",
"InputTimeLimitSeconds": "5",
"PromptId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f2
70f45/prompt/9981c331-2d65-4be5-80ae-53ef7b0411bf",
"DTMFConfiguration": {
"DisableCancelKey": "False"
},
"InputValidation": {
"CustomValidation": {
"MaximumLength": "20"
}
}
},
"Identifier": "8134c1ee-ad08-4c4f-9b36-20c432f2495f",
"Type": "GetParticipantInput",
"Transitions": {
"NextAction": "be024a0d-a5a9-4001-b87e-12527b274747",
"Errors": [
{
"NextAction": "be024a0d-a5a9-4001-b87e-12527b274747",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {
"ContactFlowId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-56
8e7f270f45/contact-flow/c1fba993-6168-40f8-bf02-d93f4b3f0928"
},
"Identifier": "40acbaf2-1e99-40be-9625-f3c97acd7466",
"Type": "TransferToFlow",
"Transitions": {
"NextAction": "8134c1ee-ad08-4c4f-9b36-20c432f2495f",
"Errors": [
{
"NextAction": "8134c1ee-ad08-4c4f-9b36-20c432f2495f",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {
"Name": "ThisTaskName",
"ContactFlowId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-56
8e7f270f45/contact-flow/c1fba993-6168-40f8-bf02-d93f4b3f0928",
"Description": "This descr",
"References": {
"": {
"Value": "ThisValue",
"Type": "URL"
}
},
"Attributes": {
"Mykey": ""
}
},
"Identifier": "90fdacd4-d4a7-432f-a809-b036e2ac24d6",
"Type": "CreateTask",
"Transitions": {
"NextAction": "6ccb543d-cd1c-44a1-bc8e-445da03fc417",
"Errors": [
{
"NextAction": "821f94f1-b49c-4087-87be-52c3c15b9fac",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {
"ProfileRequestData": {
"PhoneNumber": "PhoneNo"
},
"ProfileResponseData": [
"EmailAddress",
"AccountNumber"
]
},
"Identifier": "6ccb543d-cd1c-44a1-bc8e-445da03fc417",
"Type": "GetCustomerProfile",
"Transitions": {
"NextAction": "96595150-58f5-48d9-ab0d-4787c7abb69a",
"Errors": [
{
"NextAction": "40acbaf2-1e99-40be-9625-f3c97acd7466",
"ErrorType": "NoMatchingError"
},
{
"NextAction": "821f94f1-b49c-4087-87be-52c3c15b9fac",
"ErrorType": "MultipleFoundError"
},
{
"NextAction": "821f94f1-b49c-4087-87be-52c3c15b9fac",
"ErrorType": "NoneFoundError"
}
]
}
},
{
"Parameters": {},
"Identifier": "dcef047f-3c99-4c3e-9156-c4953d002465",
"Type": "TransferContactToQueue",
"Transitions": {
"NextAction": "be024a0d-a5a9-4001-b87e-12527b274747",
"Errors": [
{
"NextAction": "be024a0d-a5a9-4001-b87e-12527b274747",
"ErrorType": "QueueAtCapacity"
},
{
"NextAction": "be024a0d-a5a9-4001-b87e-12527b274747",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {
"ContactFlowId": "$.Agent.LastName"
},
"Identifier": "c9cefb2f-8f45-4580-8e69-4ada8f563333",
"Type": "TransferToFlow",
"Transitions": {
"NextAction": "dcef047f-3c99-4c3e-9156-c4953d002465",
"Errors": [
{
"NextAction": "dcef047f-3c99-4c3e-9156-c4953d002465",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {
"FlowModuleId": "f523509f-4e99-4235-9d1b-60b4e89d3094"
},
"Identifier": "96595150-58f5-48d9-ab0d-4787c7abb69a",
"Type": "InvokeFlowModule",
"Transitions": {
"NextAction": "460af2e1-c4f0-4a6e-9ebf-5e984ef18764",
"Errors": [
{
"NextAction": "821f94f1-b49c-4087-87be-52c3c15b9fac",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {},
"Identifier": "821f94f1-b49c-4087-87be-52c3c15b9fac",
"Type": "DisconnectParticipant",
"Transitions": {}
},
{
"Parameters": {
"IsVoiceIdStreamingEnabled": "false",
"IsFraudDetectionEnabled": "false",
"IsVoiceAuthenticationEnabled": "false"
},
"Identifier": "460af2e1-c4f0-4a6e-9ebf-5e984ef18764",
"Type": "UpdateContactData",
"Transitions": {
"NextAction": "ec176f5e-6310-4f45-a1fa-656ad330d571",
"Errors": [
{
"NextAction": "821f94f1-b49c-4087-87be-52c3c15b9fac",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {},
"Identifier": "ec176f5e-6310-4f45-a1fa-656ad330d571",
"Type": "StartVoiceIdStream",
"Transitions": {
"NextAction": "c9cefb2f-8f45-4580-8e69-4ada8f563333",
"Errors": [
{
"NextAction": "821f94f1-b49c-4087-87be-52c3c15b9fac",
"ErrorType": "NoMatchingError"
}
]
}
}
]
}
Test with flow icons4.2.12 Flows
4.2.12.1 Details
Contact Flows Info Name State (summary) Type Contact Flow Details Description State (Detail) Tags Contact Flow Diagram Name Description State Type JSON of Contact Flow
"Version": "2019-10-30",
"StartAction": "90fdacd4-d4a7-432f-a809-b036e2ac24d6",
"Metadata": {
"entryPointPosition": {
"x": -146.4,
"y": -3.2
},
"ActionMetadata": {
"8134c1ee-ad08-4c4f-9b36-20c432f2495f": {
"position": {
"x": 1194.4,
"y": 307.20000000000005
},
"parameters": {
"PromptId": {
"displayName": "Beep.wav"
}
},
"promptName": "Beep.wav",
"conditionMetadata": [],
"countryCodePrefix": "+1"
},
"be024a0d-a5a9-4001-b87e-12527b274747": {
"position": {
"x": 1496.8000000000002,
"y": 226.4
}
},
"40acbaf2-1e99-40be-9625-f3c97acd7466": {
"position": {
"x": 941.6,
"y": 296.8
},
"parameters": {
"ContactFlowId": {
"displayName": "Sample AB test"
}
},
"ContactFlow": {
"text": "Sample AB test"
}
},
"dcef047f-3c99-4c3e-9156-c4953d002465": {
"position": {
"x": 1188.8,
"y": 109.60000000000001
}
},
"c9cefb2f-8f45-4580-8e69-4ada8f563333": {
"position": {
"x": 965.6,
"y": 48.800000000000004
},
"parameters": {
"ContactFlowId": {
"useDynamic": true
}
},
"useDynamic": true
},
"4763d089-4d68-43b0-90d0-5a1c71fef9c3": {
"position": {
"x": 661.6,
"y": 213.60000000000002
},
"parameters": {
"ThirdPartyPhoneNumber": {
"countryCode": "FR"
},
"CallerId": {
"Number": {
"displayName": "+18773235268",
"inputOption": "claimed"
}
}
},
"CountryCode": "fr",
"callerIdSource": "claimed"
},
"d0f62226-6e9d-41d9-84e2-d9a4558dbf08": {
"position": {
"x": 184.8,
"y": 282.40000000000003
}
},
"840db299-817b-451d-b846-9f7ee254a5c6": {
"position": {
"x": -49.6,
"y": 284
},
"parameters": {
"EventHooks": {
"AgentWhisper": {
"displayName": "Default agent whisper"
}
}
},
"contactFlow": {
"text": "Default agent whisper",
"id": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f270f4
5/contact-flow/fe2f77eb-d425-4b0d-a564-69e14f5f40c6"
},
"customerOrAgent": false
},
"de71a9cb-f284-4074-a937-d33bc39016c9": {
"position": {
"x": 672,
"y": 25.6
},
"parameters": {
"EventHooks": {
"CustomerHold": {
"useDynamic": true
}
}
},
"useDynamic": true,
"customerOrAgent": true
},
"821f94f1-b49c-4087-87be-52c3c15b9fac": {
"position": {
"x": 436,
"y": 326.40000000000003
}
},
"90fdacd4-d4a7-432f-a809-b036e2ac24d6": {
"position": {
"x": -25.6,
"y": 27.200000000000003
},
"parameters": {
"ContactFlowId": {
"displayName": "Sample AB test"
}
},
"ContactFlow": {
"text": "Sample AB test"
}
},
"86236e9e-c41e-49e0-b473-bb0ac9b8edf7": {
"position": {
"x": 204,
"y": 28
},
"parameters": {
"EventHooks": {
"CustomerQueue": {
"useDynamic": true
}
}
},
"useDynamic": true,
"customerOrAgent": true
},
"96595150-58f5-48d9-ab0d-4787c7abb69a": {
"position": {
"x": 440.8,
"y": 20
},
"parameters": {
"FlowModuleId": {
"displayName": "Module1"
}
},
"contactFlowModuleName": "Module1"
}
}
},
"Actions": [
{
"Parameters": {
"StoreInput": "True",
"InputTimeLimitSeconds": "5",
"PromptId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f2
70f45/prompt/9981c331-2d65-4be5-80ae-53ef7b0411bf",
"DTMFConfiguration": {
"DisableCancelKey": "False"
},
"InputValidation": {
"CustomValidation": {
"MaximumLength": "20"
}
}
},
"Identifier": "8134c1ee-ad08-4c4f-9b36-20c432f2495f",
"Type": "GetParticipantInput",
"Transitions": {
"NextAction": "be024a0d-a5a9-4001-b87e-12527b274747",
"Errors": [
{
"NextAction": "be024a0d-a5a9-4001-b87e-12527b274747",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {},
"Identifier": "be024a0d-a5a9-4001-b87e-12527b274747",
"Type": "DisconnectParticipant",
"Transitions": {}
},
{
"Parameters": {
"ContactFlowId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-56
8e7f270f45/contact-flow/c1fba993-6168-40f8-bf02-d93f4b3f0928"
},
"Identifier": "40acbaf2-1e99-40be-9625-f3c97acd7466",
"Type": "TransferToFlow",
"Transitions": {
"NextAction": "8134c1ee-ad08-4c4f-9b36-20c432f2495f",
"Errors": [
{
"NextAction": "8134c1ee-ad08-4c4f-9b36-20c432f2495f",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {},
"Identifier": "dcef047f-3c99-4c3e-9156-c4953d002465",
"Type": "TransferContactToQueue",
"Transitions": {
"NextAction": "be024a0d-a5a9-4001-b87e-12527b274747",
"Errors": [
{
"NextAction": "be024a0d-a5a9-4001-b87e-12527b274747",
"ErrorType": "QueueAtCapacity"
},
{
"NextAction": "be024a0d-a5a9-4001-b87e-12527b274747",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {
"ContactFlowId": "$.Agent.LastName"
},
"Identifier": "c9cefb2f-8f45-4580-8e69-4ada8f563333",
"Type": "TransferToFlow",
"Transitions": {
"NextAction": "dcef047f-3c99-4c3e-9156-c4953d002465",
"Errors": [
{
"NextAction": "dcef047f-3c99-4c3e-9156-c4953d002465",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {
"ThirdPartyPhoneNumber": "+33816541063",
"ThirdPartyConnectionTimeLimitSeconds": "30",
"ContinueFlowExecution": "True",
"CallerId": {
"Name": "MyCallerID",
"Number": "+18773235268"
}
},
"Identifier": "4763d089-4d68-43b0-90d0-5a1c71fef9c3",
"Type": "TransferParticipantToThirdParty",
"Transitions": {
"NextAction": "c9cefb2f-8f45-4580-8e69-4ada8f563333",
"Errors": [
{
"NextAction": "40acbaf2-1e99-40be-9625-f3c97acd7466",
"ErrorType": "CallFailed"
},
{
"NextAction": "821f94f1-b49c-4087-87be-52c3c15b9fac",
"ErrorType": "ConnectionTimeLimitExceeded"
},
{
"NextAction": "821f94f1-b49c-4087-87be-52c3c15b9fac",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {
"LoopCount": "3"
},
"Identifier": "d0f62226-6e9d-41d9-84e2-d9a4558dbf08",
"Type": "Loop",
"Transitions": {
"NextAction": "821f94f1-b49c-4087-87be-52c3c15b9fac",
"Conditions": [
{
"NextAction": "4763d089-4d68-43b0-90d0-5a1c71fef9c3",
"Condition": {
"Operator": "Equals",
"Operands": [
"ContinueLooping"
]
}
},
{
"NextAction": "821f94f1-b49c-4087-87be-52c3c15b9fac",
"Condition": {
"Operator": "Equals",
"Operands": [
"DoneLooping"
]
}
}
]
}
},
{
"Parameters": {
"EventHooks": {
"AgentWhisper": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-5
68e7f270f45/contact-flow/fe2f77eb-d425-4b0d-a564-69e14f5f40c6"
}
},
"Identifier": "840db299-817b-451d-b846-9f7ee254a5c6",
"Type": "UpdateContactEventHooks",
"Transitions": {
"NextAction": "d0f62226-6e9d-41d9-84e2-d9a4558dbf08",
"Errors": [
{
"NextAction": "821f94f1-b49c-4087-87be-52c3c15b9fac",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {
"EventHooks": {
"CustomerHold": "$.SystemEndpoint.Address"
}
},
"Identifier": "de71a9cb-f284-4074-a937-d33bc39016c9",
"Type": "UpdateContactEventHooks",
"Transitions": {
"NextAction": "c9cefb2f-8f45-4580-8e69-4ada8f563333",
"Errors": [
{
"NextAction": "40acbaf2-1e99-40be-9625-f3c97acd7466",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {},
"Identifier": "821f94f1-b49c-4087-87be-52c3c15b9fac",
"Type": "DisconnectParticipant",
"Transitions": {}
},
{
"Parameters": {
"Name": "ThisTaskName",
"ContactFlowId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-56
8e7f270f45/contact-flow/c1fba993-6168-40f8-bf02-d93f4b3f0928",
"Description": "This descr",
"References": {
"": {
"Value": "ThisValue",
"Type": "URL"
}
},
"Attributes": {
"Mykey": ""
}
},
"Identifier": "90fdacd4-d4a7-432f-a809-b036e2ac24d6",
"Type": "CreateTask",
"Transitions": {
"NextAction": "86236e9e-c41e-49e0-b473-bb0ac9b8edf7",
"Errors": [
{
"NextAction": "840db299-817b-451d-b846-9f7ee254a5c6",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {
"EventHooks": {
"CustomerQueue": "$.Agent.LastName"
}
},
"Identifier": "86236e9e-c41e-49e0-b473-bb0ac9b8edf7",
"Type": "UpdateContactEventHooks",
"Transitions": {
"NextAction": "96595150-58f5-48d9-ab0d-4787c7abb69a",
"Errors": [
{
"NextAction": "821f94f1-b49c-4087-87be-52c3c15b9fac",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {
"FlowModuleId": "f523509f-4e99-4235-9d1b-60b4e89d3094"
},
"Identifier": "96595150-58f5-48d9-ab0d-4787c7abb69a",
"Type": "InvokeFlowModule",
"Transitions": {
"NextAction": "de71a9cb-f284-4074-a937-d33bc39016c9",
"Errors": [
{
"NextAction": "4763d089-4d68-43b0-90d0-5a1c71fef9c3",
"ErrorType": "NoMatchingError"
}
]
}
}
]
}
Default flow for outbound calls.4.2.13 Default outbound
4.2.13.1 Details
Contact Flows Info Name State (summary) Type Contact Flow Details Description State (Detail) Tags Contact Flow Diagram Name Description State Type JSON of Contact Flow
"Version": "2019-10-30",
"StartAction": "c2a77b6b-1579-4870-abf1-bf45f7fa6197",
"Metadata": {
"entryPointPosition": {
"x": 75,
"y": 20
},
"snapToGrid": false,
"ActionMetadata": {
"fe0cff31-99e2-4b4a-b1ec-ff7baa711d7b": {
"position": {
"x": 658,
"y": 131
}
},
"c2a77b6b-1579-4870-abf1-bf45f7fa6197": {
"position": {
"x": 224,
"y": 56
}
},
"7e89227a-8e96-459d-b243-379815f05ecc": {
"position": {
"x": 452,
"y": 107
},
"useDynamic": false
}
}
},
"Actions": [
{
"Identifier": "fe0cff31-99e2-4b4a-b1ec-ff7baa711d7b",
"Parameters": {},
"Transitions": {},
"Type": "EndFlowExecution"
},
{
"Identifier": "c2a77b6b-1579-4870-abf1-bf45f7fa6197",
"Parameters": {
"RecordingBehavior": {
"RecordedParticipants": []
}
},
"Transitions": {
"NextAction": "7e89227a-8e96-459d-b243-379815f05ecc",
"Errors": [],
"Conditions": []
},
"Type": "UpdateContactRecordingBehavior"
},
{
"Identifier": "7e89227a-8e96-459d-b243-379815f05ecc",
"Parameters": {
"Text": "This call is not being recorded."
},
"Transitions": {
"NextAction": "fe0cff31-99e2-4b4a-b1ec-ff7baa711d7b",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
}
]
}
Puts a customer in queue and gives them the option to be first in queue, last in queue or to be called back.4.2.14 Sample queue configurations flow
4.2.14.1 Details
Contact Flows Info Name State (summary) Type Contact Flow Details Description State (Detail) Tags Contact Flow Diagram Name Description State Type JSON of Contact Flow
"Version": "2019-10-30",
"StartAction": "5cfb3fa1-78a7-4133-b553-ca7198181192",
"Metadata": {
"entryPointPosition": {
"x": 15,
"y": 28.418925013963161
},
"snapToGrid": false,
"name": "Sample queue configurations flow",
"description": "Puts a voice, chat, or task in queue and gives the option to be first or last in
queue.",
"type": "contactFlow",
"status": "published",
"hash": "afb326821380892686666ffa77cfdc6227891611e105af7f82c09bcbbdc47399",
"ActionMetadata": {
"dbb742ec-5005-403b-896b-30b7cbf63732": {
"position": {
"x": 464,
"y": 53.418925013963161
},
"contactFlow": {
"id": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f270f4
5/contact-flow/179ca072-a013-4b82-bdf3-f9497bfc9a01",
"text": "Default customer queue"
},
"customerOrAgent": true,
"useDynamic": false
},
"0f25b37e-67d2-4897-9e44-1d2cc91f73d9": {
"position": {
"x": 719,
"y": 44.418925013963161
},
"conditionMetadata": [
{
"id": "cadd260b-56d7-40b8-9b32-05f5ac451272",
"operator": {
"name": "Equals",
"value": "Equals",
"shortDisplay": "="
},
"value": "TASK"
}
]
},
"440f1e67-dbad-40c5-a7c8-30f95de6b193": {
"position": {
"x": 1803,
"y": 42.418925013963161
}
},
"9476ea1a-6016-4d55-8346-f69b5b559cc2": {
"position": {
"x": 1329,
"y": 42.418925013963161
}
},
"4684c135-0d73-48fe-8fd0-6fde15beb1d9": {
"position": {
"x": 1015,
"y": 41.418925013963161
},
"conditionMetadata": [
{
"id": "7d9d4ce7-db02-481f-8935-5c4f2e90b814",
"operator": {
"name": "Equals",
"value": "Equals",
"shortDisplay": "="
},
"value": "High"
},
{
"id": "6daae702-ed99-454c-8ba4-ae56da9079df",
"operator": {
"name": "Equals",
"value": "Equals",
"shortDisplay": "="
},
"value": "Low"
}
]
},
"551d5654-99ff-4174-9817-a6c3c25159a2": {
"position": {
"x": 1328,
"y": 253.41892501396316
},
"adjustUnit": "minutes"
},
"30ac4093-7e55-4bdc-825b-37dbeb237d9b": {
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"x": 1576,
"y": 54.418925013963161
},
"useDynamic": false
},
"80341111-9853-40db-aa90-2f9dcff12344": {
"position": {
"x": 1667,
"y": 586.41892501396319
},
"useDynamic": false
},
"5cfb3fa1-78a7-4133-b553-ca7198181192": {
"position": {
"x": 170,
"y": 36.418925013963161
},
"useDynamic": false,
"queue": {
"id": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f270f4
5/queue/7f460f19-5888-4fc6-86cd-aafaace011dd",
"text": "BasicQueue"
}
},
"1761a5fd-0eab-46c6-801f-1df5ec18ea56": {
"position": {
"x": 1023,
"y": 327.41892501396319
}
},
"f48561e5-3d02-4380-8031-8139cee399d2": {
"position": {
"x": 4519,
"y": 1330.4189250139632
}
},
"3746a42c-0735-4668-ade2-9335496f495e": {
"position": {
"x": 1358,
"y": 427.41892501396319
},
"conditionMetadata": [
{
"id": "60daf103-235f-4f57-a117-cf48a41cea22",
"operator": {
"name": "Equals",
"value": "Equals",
"shortDisplay": "="
},
"value": "CHAT"
}
]
},
"a91b0f5f-71dc-4d99-adbe-827db4b13591": {
"position": {
"x": 2293,
"y": 580.41892501396319
}
},
"ec7862fb-30fc-45b3-8ac6-776cbe055068": {
"position": {
"x": 1959,
"y": 586.41892501396319
},
"conditionMetadata": [
{
"id": "9a4c67b7-23ff-4b28-8885-08317d03156d",
"value": "1"
},
{
"id": "839d43c7-ef81-47b9-8fa6-6e0e7912fce0",
"value": "2"
}
],
"useDynamic": false
},
"76f56182-8786-42d7-960e-d99b54a45a45": {
"position": {
"x": 2520,
"y": 173.41892501396316
},
"adjustUnit": "minutes"
},
"3c52961e-581a-42b5-87b9-41c7fee5dbf9": {
"position": {
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"y": 167.41892501396316
},
"conditionMetadata": [
{
"id": "cb0d177d-1aca-49ff-8382-6c6eb2fc7fd7",
"attribute": {
"name": "Time in Queue",
"value": "Time in Queue"
},
"operator": {
"name": "Is less than",
"value": "LessThan",
"shortDisplay": "<"
},
"value": "300",
"time": "sec."
}
],
"useDynamic": false
},
"15445378-0358-427c-8e3e-d4693a07cf8d": {
"position": {
"x": 3118,
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},
"useDynamic": false
},
"84e7e723-838f-4012-bafe-ffbda3b81d51": {
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"x": 3081,
"y": 179.41892501396316
},
"useDynamic": false
},
"58ecb14e-0970-4d5b-9d4c-f2cb7d23bf12": {
"position": {
"x": 5325,
"y": 687.41892501396319
},
"useDynamic": false
},
"9155d755-b5fb-4c17-a560-8a9d1095eedf": {
"position": {
"x": 5062,
"y": 494.41892501396319
}
},
"b5a7030b-23c9-4570-80d2-a9ec4c17e806": {
"position": {
"x": 5327,
"y": 477.41892501396319
},
"useDynamic": false
},
"0af94805-014a-4fb1-8a35-070fa35e2e22": {
"position": {
"x": 5920,
"y": 239.41892501396316
}
},
"9ec9348c-c517-403f-935b-9c3bb8e35c1b": {
"position": {
"x": 5607,
"y": 244.41892501396316
},
"useDynamic": false
},
"c69c6e6e-8707-42e5-b8bc-d79d64385234": {
"position": {
"x": 5321,
"y": 241.41892501396316
},
"useDynamic": false
},
"67f2d6ed-c5bc-42cf-9011-b0589ef14103": {
"position": {
"x": 4707,
"y": 263.41892501396319
},
"useDynamic": false
},
"43d31362-47a0-4897-8592-32ffc70b3b3c": {
"position": {
"x": 5978,
"y": 446.41892501396319
},
"useDynamic": false
},
"220a5a3b-1792-40dd-9c08-08b6bc122541": {
"position": {
"x": 4781,
"y": 485.41892501396319
},
"useDynamic": false,
"useDynamicForEncryptionKeys": true,
"countryCodePrefix": "+1"
},
"cad6d3f7-e39e-426f-bf32-b99aa549a34b": {
"position": {
"x": 4095,
"y": 1344.4189250139632
},
"useDynamic": false
},
"05c9b198-6508-4fb2-af45-8526c535a05c": {
"position": {
"x": 3494,
"y": 416.41892501396319
},
"conditionMetadata": [
{
"id": "70511bf0-be52-462d-8a6c-a289f5490fe5",
"operator": {
"name": "Equals",
"value": "Equals",
"shortDisplay": "="
},
"value": "CHAT"
}
]
},
"da46c982-772f-43be-a034-8402e4d7afea": {
"position": {
"x": 4907,
"y": 965.41892501396319
},
"useDynamic": false
},
"35d19e2a-432e-41a6-838d-bb9949910869": {
"position": {
"x": 4307,
"y": 400.41892501396319
},
"conditionMetadata": [
{
"id": "ac0502ec-d58b-4f9c-9817-a6976c625076",
"value": "2"
},
{
"id": "4fb3a37f-be2b-4907-ab2b-15e0a14056b3",
"value": "1"
}
],
"useDynamic": false
},
"049d9571-48bf-4fa9-9b63-683288ddb456": {
"position": {
"x": 4548,
"y": 877.41892501396319
},
"contactFlow": {
"id": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f270f4
5/contact-flow/08c4f87e-a448-4489-863b-5e8d9ec5bd7b",
"text": "Sample interruptible queue flow with callback"
},
"customerOrAgent": true,
"useDynamic": false
}
}
},
"Actions": [
{
"Identifier": "dbb742ec-5005-403b-896b-30b7cbf63732",
"Parameters": {
"EventHooks": {
"CustomerQueue": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-
568e7f270f45/contact-flow/179ca072-a013-4b82-bdf3-f9497bfc9a01"
}
},
"Transitions": {
"NextAction": "0f25b37e-67d2-4897-9e44-1d2cc91f73d9",
"Errors": [
{
"NextAction": "0f25b37e-67d2-4897-9e44-1d2cc91f73d9",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "UpdateContactEventHooks"
},
{
"Identifier": "0f25b37e-67d2-4897-9e44-1d2cc91f73d9",
"Parameters": {
"ComparisonValue": "$.Channel"
},
"Transitions": {
"NextAction": "1761a5fd-0eab-46c6-801f-1df5ec18ea56",
"Errors": [
{
"NextAction": "1761a5fd-0eab-46c6-801f-1df5ec18ea56",
"ErrorType": "NoMatchingCondition"
}
],
"Conditions": [
{
"NextAction": "4684c135-0d73-48fe-8fd0-6fde15beb1d9",
"Condition": {
"Operator": "Equals",
"Operands": [
"TASK"
]
}
}
]
},
"Type": "Compare"
},
{
"Identifier": "440f1e67-dbad-40c5-a7c8-30f95de6b193",
"Type": "DisconnectParticipant",
"Parameters": {},
"Transitions": {}
},
{
"Identifier": "9476ea1a-6016-4d55-8346-f69b5b559cc2",
"Parameters": {
"QueuePriority": "1"
},
"Transitions": {
"NextAction": "30ac4093-7e55-4bdc-825b-37dbeb237d9b",
"Errors": [],
"Conditions": []
},
"Type": "UpdateContactRoutingBehavior"
},
{
"Identifier": "4684c135-0d73-48fe-8fd0-6fde15beb1d9",
"Parameters": {
"ComparisonValue": "$.Attributes.Priority"
},
"Transitions": {
"NextAction": "30ac4093-7e55-4bdc-825b-37dbeb237d9b",
"Errors": [
{
"NextAction": "30ac4093-7e55-4bdc-825b-37dbeb237d9b",
"ErrorType": "NoMatchingCondition"
}
],
"Conditions": [
{
"NextAction": "9476ea1a-6016-4d55-8346-f69b5b559cc2",
"Condition": {
"Operator": "Equals",
"Operands": [
"High"
]
}
},
{
"NextAction": "551d5654-99ff-4174-9817-a6c3c25159a2",
"Condition": {
"Operator": "Equals",
"Operands": [
"Low"
]
}
}
]
},
"Type": "Compare"
},
{
"Identifier": "551d5654-99ff-4174-9817-a6c3c25159a2",
"Parameters": {
"QueueTimeAdjustmentSeconds": "600"
},
"Transitions": {
"NextAction": "30ac4093-7e55-4bdc-825b-37dbeb237d9b",
"Errors": [],
"Conditions": []
},
"Type": "UpdateContactRoutingBehavior"
},
{
"Identifier": "30ac4093-7e55-4bdc-825b-37dbeb237d9b",
"Transitions": {
"NextAction": "440f1e67-dbad-40c5-a7c8-30f95de6b193",
"Errors": [
{
"NextAction": "440f1e67-dbad-40c5-a7c8-30f95de6b193",
"ErrorType": "NoMatchingError"
},
{
"NextAction": "440f1e67-dbad-40c5-a7c8-30f95de6b193",
"ErrorType": "QueueAtCapacity"
}
],
"Conditions": []
},
"Type": "TransferContactToQueue"
},
{
"Identifier": "80341111-9853-40db-aa90-2f9dcff12344",
"Parameters": {
"Text": "This flow demonstrates changing the priority of an individual contact in the queue
and will allow you to request a callback and be called when an agent is available."
},
"Transitions": {
"NextAction": "ec7862fb-30fc-45b3-8ac6-776cbe055068",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "5cfb3fa1-78a7-4133-b553-ca7198181192",
"Parameters": {
"QueueId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f27
0f45/queue/7f460f19-5888-4fc6-86cd-aafaace011dd"
},
"Transitions": {
"NextAction": "dbb742ec-5005-403b-896b-30b7cbf63732",
"Errors": [
{
"NextAction": "cad6d3f7-e39e-426f-bf32-b99aa549a34b",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "UpdateContactTargetQueue"
},
{
"Identifier": "1761a5fd-0eab-46c6-801f-1df5ec18ea56",
"Parameters": {},
"Transitions": {
"NextAction": "cad6d3f7-e39e-426f-bf32-b99aa549a34b",
"Errors": [
{
"NextAction": "cad6d3f7-e39e-426f-bf32-b99aa549a34b",
"ErrorType": "NoMatchingError"
}
],
"Conditions": [
{
"NextAction": "3746a42c-0735-4668-ade2-9335496f495e",
"Condition": {
"Operator": "Equals",
"Operands": [
"True"
]
}
},
{
"NextAction": "cad6d3f7-e39e-426f-bf32-b99aa549a34b",
"Condition": {
"Operator": "Equals",
"Operands": [
"False"
]
}
}
]
},
"Type": "CheckHoursOfOperation"
},
{
"Identifier": "f48561e5-3d02-4380-8031-8139cee399d2",
"Type": "DisconnectParticipant",
"Parameters": {},
"Transitions": {}
},
{
"Identifier": "3746a42c-0735-4668-ade2-9335496f495e",
"Parameters": {
"ComparisonValue": "$.Channel"
},
"Transitions": {
"NextAction": "80341111-9853-40db-aa90-2f9dcff12344",
"Errors": [
{
"NextAction": "80341111-9853-40db-aa90-2f9dcff12344",
"ErrorType": "NoMatchingCondition"
}
],
"Conditions": [
{
"NextAction": "3c52961e-581a-42b5-87b9-41c7fee5dbf9",
"Condition": {
"Operator": "Equals",
"Operands": [
"CHAT"
]
}
}
]
},
"Type": "Compare"
},
{
"Identifier": "a91b0f5f-71dc-4d99-adbe-827db4b13591",
"Parameters": {
"QueuePriority": "1"
},
"Transitions": {
"NextAction": "3c52961e-581a-42b5-87b9-41c7fee5dbf9",
"Errors": [],
"Conditions": []
},
"Type": "UpdateContactRoutingBehavior"
},
{
"Identifier": "ec7862fb-30fc-45b3-8ac6-776cbe055068",
"Parameters": {
"Text": "Press 1 to move to the front of the queue or press 2 to move behind existing contac
ts already in queue.",
"StoreInput": "False",
"InputTimeLimitSeconds": "5"
},
"Transitions": {
"NextAction": "3c52961e-581a-42b5-87b9-41c7fee5dbf9",
"Errors": [
{
"NextAction": "cad6d3f7-e39e-426f-bf32-b99aa549a34b",
"ErrorType": "NoMatchingError"
},
{
"NextAction": "3c52961e-581a-42b5-87b9-41c7fee5dbf9",
"ErrorType": "NoMatchingCondition"
},
{
"NextAction": "3c52961e-581a-42b5-87b9-41c7fee5dbf9",
"ErrorType": "InputTimeLimitExceeded"
}
],
"Conditions": [
{
"NextAction": "a91b0f5f-71dc-4d99-adbe-827db4b13591",
"Condition": {
"Operator": "Equals",
"Operands": [
"1"
]
}
},
{
"NextAction": "76f56182-8786-42d7-960e-d99b54a45a45",
"Condition": {
"Operator": "Equals",
"Operands": [
"2"
]
}
}
]
},
"Type": "GetParticipantInput"
},
{
"Identifier": "76f56182-8786-42d7-960e-d99b54a45a45",
"Parameters": {
"QueueTimeAdjustmentSeconds": "600"
},
"Transitions": {
"NextAction": "3c52961e-581a-42b5-87b9-41c7fee5dbf9",
"Errors": [],
"Conditions": []
},
"Type": "UpdateContactRoutingBehavior"
},
{
"Identifier": "3c52961e-581a-42b5-87b9-41c7fee5dbf9",
"Parameters": {
"MetricType": "OldestContactInQueueAgeSeconds"
},
"Transitions": {
"NextAction": "cad6d3f7-e39e-426f-bf32-b99aa549a34b",
"Errors": [
{
"NextAction": "15445378-0358-427c-8e3e-d4693a07cf8d",
"ErrorType": "NoMatchingCondition"
},
{
"NextAction": "cad6d3f7-e39e-426f-bf32-b99aa549a34b",
"ErrorType": "NoMatchingError"
}
],
"Conditions": [
{
"NextAction": "84e7e723-838f-4012-bafe-ffbda3b81d51",
"Condition": {
"Operator": "NumberLessThan",
"Operands": [
"300000"
]
}
}
]
},
"Type": "CheckMetricData"
},
{
"Identifier": "15445378-0358-427c-8e3e-d4693a07cf8d",
"Parameters": {
"Text": "The time in queue is more than 5 minutes."
},
"Transitions": {
"NextAction": "05c9b198-6508-4fb2-af45-8526c535a05c",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "84e7e723-838f-4012-bafe-ffbda3b81d51",
"Parameters": {
"Text": "The time in queue is less than 5 minutes."
},
"Transitions": {
"NextAction": "05c9b198-6508-4fb2-af45-8526c535a05c",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "58ecb14e-0970-4d5b-9d4c-f2cb7d23bf12",
"Parameters": {
"Text": "The number entered is invalid. Please try again."
},
"Transitions": {
"NextAction": "220a5a3b-1792-40dd-9c08-08b6bc122541",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "9155d755-b5fb-4c17-a560-8a9d1095eedf",
"Parameters": {
"CallbackNumber": "$.StoredCustomerInput"
},
"Transitions": {
"NextAction": "b5a7030b-23c9-4570-80d2-a9ec4c17e806",
"Errors": [
{
"NextAction": "58ecb14e-0970-4d5b-9d4c-f2cb7d23bf12",
"ErrorType": "InvalidCallbackNumber"
},
{
"NextAction": "58ecb14e-0970-4d5b-9d4c-f2cb7d23bf12",
"ErrorType": "CallbackNumberNotDialable"
}
],
"Conditions": []
},
"Type": "UpdateContactCallbackNumber"
},
{
"Identifier": "b5a7030b-23c9-4570-80d2-a9ec4c17e806",
"Parameters": {
"Text": "You will be called back when the next agent is available."
},
"Transitions": {
"NextAction": "9ec9348c-c517-403f-935b-9c3bb8e35c1b",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "0af94805-014a-4fb1-8a35-070fa35e2e22",
"Type": "DisconnectParticipant",
"Parameters": {},
"Transitions": {}
},
{
"Identifier": "9ec9348c-c517-403f-935b-9c3bb8e35c1b",
"Parameters": {
"InitialCallDelaySeconds": "5",
"MaximumConnectionAttempts": "1",
"RetryDelaySeconds": "600"
},
"Transitions": {
"NextAction": "0af94805-014a-4fb1-8a35-070fa35e2e22",
"Errors": [
{
"NextAction": "43d31362-47a0-4897-8592-32ffc70b3b3c",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "CreateCallbackContact"
},
{
"Identifier": "c69c6e6e-8707-42e5-b8bc-d79d64385234",
"Transitions": {
"NextAction": "43d31362-47a0-4897-8592-32ffc70b3b3c",
"Errors": [
{
"NextAction": "43d31362-47a0-4897-8592-32ffc70b3b3c",
"ErrorType": "NoMatchingError"
},
{
"NextAction": "43d31362-47a0-4897-8592-32ffc70b3b3c",
"ErrorType": "QueueAtCapacity"
}
],
"Conditions": []
},
"Type": "TransferContactToQueue"
},
{
"Identifier": "67f2d6ed-c5bc-42cf-9011-b0589ef14103",
"Parameters": {
"Text": "You are now being placed in queue to chat with an agent."
},
"Transitions": {
"NextAction": "c69c6e6e-8707-42e5-b8bc-d79d64385234",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "43d31362-47a0-4897-8592-32ffc70b3b3c",
"Parameters": {
"Text": "Something went wrong. Goodbye."
},
"Transitions": {
"NextAction": "0af94805-014a-4fb1-8a35-070fa35e2e22",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "220a5a3b-1792-40dd-9c08-08b6bc122541",
"Parameters": {
"Text": "Enter the number you would like to be called back at.",
"StoreInput": "True",
"InputTimeLimitSeconds": "6",
"InputValidation": {
"PhoneNumberValidation": {
"NumberFormat": "Local",
"CountryCode": "US"
}
}
},
"Transitions": {
"NextAction": "9155d755-b5fb-4c17-a560-8a9d1095eedf",
"Errors": [
{
"NextAction": "43d31362-47a0-4897-8592-32ffc70b3b3c",
"ErrorType": "NoMatchingError"
},
{
"NextAction": "58ecb14e-0970-4d5b-9d4c-f2cb7d23bf12",
"ErrorType": "InvalidPhoneNumber"
}
],
"Conditions": []
},
"Type": "GetParticipantInput"
},
{
"Identifier": "cad6d3f7-e39e-426f-bf32-b99aa549a34b",
"Parameters": {
"Text": "We are not able to take your call right now. Goodbye."
},
"Transitions": {
"NextAction": "f48561e5-3d02-4380-8031-8139cee399d2",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "05c9b198-6508-4fb2-af45-8526c535a05c",
"Parameters": {
"ComparisonValue": "$.Channel"
},
"Transitions": {
"NextAction": "35d19e2a-432e-41a6-838d-bb9949910869",
"Errors": [
{
"NextAction": "35d19e2a-432e-41a6-838d-bb9949910869",
"ErrorType": "NoMatchingCondition"
}
],
"Conditions": [
{
"NextAction": "67f2d6ed-c5bc-42cf-9011-b0589ef14103",
"Condition": {
"Operator": "Equals",
"Operands": [
"CHAT"
]
}
}
]
},
"Type": "Compare"
},
{
"Identifier": "da46c982-772f-43be-a034-8402e4d7afea",
"Transitions": {
"NextAction": "43d31362-47a0-4897-8592-32ffc70b3b3c",
"Errors": [
{
"NextAction": "43d31362-47a0-4897-8592-32ffc70b3b3c",
"ErrorType": "NoMatchingError"
},
{
"NextAction": "43d31362-47a0-4897-8592-32ffc70b3b3c",
"ErrorType": "QueueAtCapacity"
}
],
"Conditions": []
},
"Type": "TransferContactToQueue"
},
{
"Identifier": "35d19e2a-432e-41a6-838d-bb9949910869",
"Parameters": {
"Text": "Press 1 to go into queue or 2 to enter a callback number.",
"StoreInput": "False",
"InputTimeLimitSeconds": "5"
},
"Transitions": {
"NextAction": "049d9571-48bf-4fa9-9b63-683288ddb456",
"Errors": [
{
"NextAction": "cad6d3f7-e39e-426f-bf32-b99aa549a34b",
"ErrorType": "NoMatchingError"
},
{
"NextAction": "049d9571-48bf-4fa9-9b63-683288ddb456",
"ErrorType": "NoMatchingCondition"
},
{
"NextAction": "049d9571-48bf-4fa9-9b63-683288ddb456",
"ErrorType": "InputTimeLimitExceeded"
}
],
"Conditions": [
{
"NextAction": "220a5a3b-1792-40dd-9c08-08b6bc122541",
"Condition": {
"Operator": "Equals",
"Operands": [
"2"
]
}
},
{
"NextAction": "049d9571-48bf-4fa9-9b63-683288ddb456",
"Condition": {
"Operator": "Equals",
"Operands": [
"1"
]
}
}
]
},
"Type": "GetParticipantInput"
},
{
"Identifier": "049d9571-48bf-4fa9-9b63-683288ddb456",
"Parameters": {
"EventHooks": {
"CustomerQueue": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-
568e7f270f45/contact-flow/08c4f87e-a448-4489-863b-5e8d9ec5bd7b"
}
},
"Transitions": {
"NextAction": "da46c982-772f-43be-a034-8402e4d7afea",
"Errors": [
{
"NextAction": "da46c982-772f-43be-a034-8402e4d7afea",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "UpdateContactEventHooks"
}
]
}
Places the customer in a queue.4.2.15 Sample queue customer
4.2.15.1 Details
Contact Flows Info Name State (summary) Type Contact Flow Details Description State (Detail) Tags Contact Flow Diagram Name Description State Type JSON of Contact Flow
"Version": "2019-10-30",
"StartAction": "2c1bb3e4-d5ba-401e-b698-d6a26573c7b3",
"Metadata": {
"entryPointPosition": {
"x": 73.600000000000009,
"y": 20
},
"ActionMetadata": {
"2c1bb3e4-d5ba-401e-b698-d6a26573c7b3": {
"position": {
"x": 211.20000000000002,
"y": 44
},
"parameters": {
"QueueId": {
"displayName": "BasicQueue"
}
},
"queue": {
"text": "BasicQueue"
}
},
"2c27f89c-81c0-4110-98c3-db2e2fa15ab7": {
"position": {
"x": 1468,
"y": 546.4
}
},
"8cd02574-cbfa-4deb-9dd7-8a7298d6c094": {
"position": {
"x": 717.6,
"y": 516
}
},
"0ada9849-cd1d-485b-bce4-6e620317c4b1": {
"position": {
"x": 1173.6000000000001,
"y": 401.6
}
},
"47480c3a-fb85-45d3-bcbd-42ded95b3724": {
"position": {
"x": 1135.2,
"y": 44.800000000000004
}
},
"0a68eed7-239f-4398-9364-8f8697d54ee2": {
"position": {
"x": 449.6,
"y": 32.800000000000004
},
"conditionMetadata": [
{
"id": "e2a709c9-bc7b-451c-bf6a-a8d5039f6ce4",
"operator": {
"name": "Equals",
"value": "Equals",
"shortDisplay": "="
},
"value": "TASK"
}
]
},
"2bfec059-0c2c-45c2-bc42-dfed3501ca2e": {
"position": {
"x": 733.6,
"y": 62.400000000000006
},
"parameters": {
"HoursOfOperationId": {
"displayName": "Basic Hours"
}
},
"Hours": {
"id": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f270f4
5/operating-hours/41e70210-25b1-43c4-9ab3-8de95fb6cbf0",
"text": "Basic Hours"
}
}
}
},
"Actions": [
{
"Parameters": {
"QueueId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f27
0f45/queue/7f460f19-5888-4fc6-86cd-aafaace011dd"
},
"Identifier": "2c1bb3e4-d5ba-401e-b698-d6a26573c7b3",
"Type": "UpdateContactTargetQueue",
"Transitions": {
"NextAction": "0a68eed7-239f-4398-9364-8f8697d54ee2",
"Errors": [
{
"NextAction": "0ada9849-cd1d-485b-bce4-6e620317c4b1",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {},
"Identifier": "2c27f89c-81c0-4110-98c3-db2e2fa15ab7",
"Type": "DisconnectParticipant",
"Transitions": {}
},
{
"Parameters": {},
"Identifier": "8cd02574-cbfa-4deb-9dd7-8a7298d6c094",
"Type": "TransferContactToQueue",
"Transitions": {
"NextAction": "2c27f89c-81c0-4110-98c3-db2e2fa15ab7",
"Errors": [
{
"NextAction": "2c27f89c-81c0-4110-98c3-db2e2fa15ab7",
"ErrorType": "QueueAtCapacity"
},
{
"NextAction": "2c27f89c-81c0-4110-98c3-db2e2fa15ab7",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {
"Text": "We are not able to take your call right now. Goodbye."
},
"Identifier": "0ada9849-cd1d-485b-bce4-6e620317c4b1",
"Type": "MessageParticipant",
"Transitions": {
"NextAction": "2c27f89c-81c0-4110-98c3-db2e2fa15ab7"
}
},
{
"Parameters": {},
"Identifier": "47480c3a-fb85-45d3-bcbd-42ded95b3724",
"Type": "TransferContactToQueue",
"Transitions": {
"NextAction": "0ada9849-cd1d-485b-bce4-6e620317c4b1",
"Errors": [
{
"NextAction": "0ada9849-cd1d-485b-bce4-6e620317c4b1",
"ErrorType": "QueueAtCapacity"
},
{
"NextAction": "0ada9849-cd1d-485b-bce4-6e620317c4b1",
"ErrorType": "NoMatchingError"
}
]
}
},
{
"Parameters": {
"ComparisonValue": "$.Channel"
},
"Identifier": "0a68eed7-239f-4398-9364-8f8697d54ee2",
"Type": "Compare",
"Transitions": {
"NextAction": "2bfec059-0c2c-45c2-bc42-dfed3501ca2e",
"Conditions": [
{
"NextAction": "8cd02574-cbfa-4deb-9dd7-8a7298d6c094",
"Condition": {
"Operator": "Equals",
"Operands": [
"TASK"
]
}
}
],
"Errors": [
{
"NextAction": "2bfec059-0c2c-45c2-bc42-dfed3501ca2e",
"ErrorType": "NoMatchingCondition"
}
]
}
},
{
"Parameters": {
"HoursOfOperationId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98
a4-568e7f270f45/operating-hours/41e70210-25b1-43c4-9ab3-8de95fb6cbf0"
},
"Identifier": "2bfec059-0c2c-45c2-bc42-dfed3501ca2e",
"Type": "CheckHoursOfOperation",
"Transitions": {
"NextAction": "0ada9849-cd1d-485b-bce4-6e620317c4b1",
"Conditions": [
{
"NextAction": "47480c3a-fb85-45d3-bcbd-42ded95b3724",
"Condition": {
"Operator": "Equals",
"Operands": [
"True"
]
}
},
{
"NextAction": "0ada9849-cd1d-485b-bce4-6e620317c4b1",
"Condition": {
"Operator": "Equals",
"Operands": [
"False"
]
}
}
],
"Errors": [
{
"NextAction": "0ada9849-cd1d-485b-bce4-6e620317c4b1",
"ErrorType": "NoMatchingError"
}
]
}
}
]
}
Default audio the customer hears while on hold. Performs A/B call distribution4.2.16 Default customer hold
4.2.16.1 Details
Contact Flows Info Name State (summary) Type Contact Flow Details Description State (Detail) Tags Contact Flow Diagram Name Description State Type JSON of Contact Flow
"Version": "2019-10-30",
"StartAction": "8f409795-d5e5-4d68-99e0-720896b1393a",
"Metadata": {
"entryPointPosition": {
"x": 74.4,
"y": 20
},
"ActionMetadata": {
"8f409795-d5e5-4d68-99e0-720896b1393a": {
"position": {
"x": 288.8,
"y": 56
},
"parameters": {
"Messages": [
{
"PromptId": {
"displayName": "Music_Pop_ThrowYourselfInFrontOfIt_Inst.wav"
}
}
]
},
"audio": [
{
"id": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f270
f45/prompt/65fb5bd0-a181-4def-b129-f3e43eb2bbaa",
"text": "Music_Pop_ThrowYourselfInFrontOfIt_Inst.wav",
"type": "Prompt"
}
]
}
}
},
"Actions": [
{
"Parameters": {
"Messages": [
{
"PromptId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568
e7f270f45/prompt/65fb5bd0-a181-4def-b129-f3e43eb2bbaa"
}
]
},
"Identifier": "8f409795-d5e5-4d68-99e0-720896b1393a",
"Type": "MessageParticipantIteratively",
"Transitions": {}
}
]
}4.2.16.2 Diagram
4.2.17 Sample AB test
4.2.17.1 Details
Contact Flows Info Name State (summary) Type Contact Flow Details Description State (Detail) Tags Contact Flow Diagram Name Description State Type JSON of Contact Flow
"Version": "2019-10-30",
"StartAction": "1300053c-a75c-462a-9ece-46b0f5c8084a",
"Metadata": {
"entryPointPosition": {
"x": 15,
"y": 234
},
"snapToGrid": false,
"name": "Sample AB test",
"description": "Distributes traffic for A/B tests",
"type": "contactFlow",
"status": "published",
"hash": "e4d6be4b717a5729d3b58204eaef184ccd69f3ebc9134f68459564668273cf64",
"ActionMetadata": {
"98ee6606-e817-47ca-8852-79838f4f156a": {
"position": {
"x": 919,
"y": 409
}
},
"10c99b30-cf7b-48af-95e9-3b5ec88e69dd": {
"position": {
"x": 912,
"y": 603
}
},
"548830a1-0e3e-4bbf-be3a-b7595665233f": {
"position": {
"x": 916,
"y": 800
}
},
"20ce10cc-3da5-4382-8dab-955cb9b9c18a": {
"position": {
"x": 919,
"y": 1816
}
},
"0813f615-37a7-489d-b231-8a704b3b626c": {
"position": {
"x": 917,
"y": 2024
}
},
"31205365-8e53-4230-9e7d-62a707df30c0": {
"position": {
"x": 924,
"y": 1199
}
},
"e9721541-41f4-4cbc-bd41-bf249eb2ecef": {
"position": {
"x": 921,
"y": 1398
}
},
"c6733680-b6cc-4fef-9f10-f16370a147ab": {
"position": {
"x": 922,
"y": 1606
}
},
"a4b2a1ea-311c-4896-96e6-675a951f4234": {
"position": {
"x": 923,
"y": 1002
}
},
"6bd7e1a8-6a8b-4adb-afcb-a52c7ea45520": {
"position": {
"x": 918,
"y": 212
}
},
"bdc8e490-d2e1-4e45-9c5f-34612f60a846": {
"position": {
"x": 1890,
"y": 1137
}
},
"be80759a-bfdb-4332-bbac-63ddd9ad4dea": {
"position": {
"x": 1581,
"y": 1240
},
"useDynamic": false,
"ContactFlow": {
"id": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f270f4
5/contact-flow/3e680f13-d44d-4554-8e24-c2f51f36d683",
"text": "Sample inbound flow (first contact experience)"
}
},
"f1bd6ea7-c8e9-4d2f-9c1e-13aab35caf77": {
"position": {
"x": 1282,
"y": 1354
},
"useDynamic": false
},
"734f8208-42be-4d73-a7f6-b754b93b064d": {
"position": {
"x": 913,
"y": 15
}
},
"034ceb17-23e9-4675-a437-41a89c1568e8": {
"position": {
"x": 657,
"y": 52
},
"useDynamic": false
},
"c9c6df6c-1fb4-459b-b84d-28f92d0c1422": {
"position": {
"x": 671,
"y": 245
},
"useDynamic": false
},
"6676b92a-7e0b-47a5-b55c-56d31e465218": {
"position": {
"x": 686,
"y": 424
},
"useDynamic": false
},
"1187f441-b61e-420e-a554-6799893e3e50": {
"position": {
"x": 691,
"y": 621
},
"useDynamic": false
},
"aaffb149-bd95-4a2f-92ed-12bab147442f": {
"position": {
"x": 694,
"y": 801
},
"useDynamic": false
},
"42520dfc-a90d-40b3-a1c6-92bc62250e24": {
"position": {
"x": 680,
"y": 980
},
"useDynamic": false
},
"89660d4b-56fe-4ec5-8038-97c910dff3be": {
"position": {
"x": 679,
"y": 1579
},
"useDynamic": false
},
"1892aca2-3226-4249-aafa-fe68b8b1c2de": {
"position": {
"x": 680,
"y": 1385
},
"useDynamic": false
},
"cc35093a-2118-4d5e-a689-2c26be2aee76": {
"position": {
"x": 681,
"y": 1147
},
"useDynamic": false
},
"b20bf80e-ea4c-4914-b4e5-f0865c0aaab8": {
"position": {
"x": 594,
"y": 2004
},
"useDynamic": false
},
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},
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{
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},
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{
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}
},
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{
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},
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},
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},
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{
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}
},
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{
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}
},
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},
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{
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}
},
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{
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},
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{
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"Transitions": {}
},
{
"Identifier": "be80759a-bfdb-4332-bbac-63ddd9ad4dea",
"Parameters": {
"ContactFlowId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-56
8e7f270f45/contact-flow/3e680f13-d44d-4554-8e24-c2f51f36d683"
},
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{
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],
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},
"Type": "TransferToFlow"
},
{
"Identifier": "f1bd6ea7-c8e9-4d2f-9c1e-13aab35caf77",
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"Text": "Now transferring back to the main menu."
},
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},
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},
{
"Identifier": "734f8208-42be-4d73-a7f6-b754b93b064d",
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}
},
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"NextAction": "f1bd6ea7-c8e9-4d2f-9c1e-13aab35caf77",
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}
],
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},
"Type": "UpdateContactAttributes"
},
{
"Identifier": "034ceb17-23e9-4675-a437-41a89c1568e8",
"Parameters": {
"Text": "You rolled a 2!"
},
"Transitions": {
"NextAction": "734f8208-42be-4d73-a7f6-b754b93b064d",
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},
"Type": "MessageParticipant"
},
{
"Identifier": "c9c6df6c-1fb4-459b-b84d-28f92d0c1422",
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},
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},
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},
{
"Identifier": "6676b92a-7e0b-47a5-b55c-56d31e465218",
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"Text": "You rolled a 4!"
},
"Transitions": {
"NextAction": "98ee6606-e817-47ca-8852-79838f4f156a",
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},
"Type": "MessageParticipant"
},
{
"Identifier": "1187f441-b61e-420e-a554-6799893e3e50",
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"Text": "You rolled a 5!"
},
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},
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},
{
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"Text": "You rolled a 6!"
},
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"NextAction": "548830a1-0e3e-4bbf-be3a-b7595665233f",
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},
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},
{
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},
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},
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},
{
"Identifier": "89660d4b-56fe-4ec5-8038-97c910dff3be",
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},
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"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "1892aca2-3226-4249-aafa-fe68b8b1c2de",
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"Text": "You rolled a 9!"
},
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},
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},
{
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},
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"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
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},
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},
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},
{
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},
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},
"Type": "MessageParticipant"
},
{
"Identifier": "1300053c-a75c-462a-9ece-46b0f5c8084a",
"Parameters": {
"Text": "Amazon Connect will now simulate rolling dice by using the Distribute randomly bloc
k,,,now rolling,,,,,,,"
},
"Transitions": {
"NextAction": "80329f54-d64f-4510-8eee-a935e4ae0e2c",
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},
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{
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{
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}
],
"Conditions": [
{
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"Condition": {
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"Operands": [
"4"
]
}
},
{
"NextAction": "c9c6df6c-1fb4-459b-b84d-28f92d0c1422",
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"10"
]
}
},
{
"NextAction": "6676b92a-7e0b-47a5-b55c-56d31e465218",
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"Operands": [
"18"
]
}
},
{
"NextAction": "1187f441-b61e-420e-a554-6799893e3e50",
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"Operands": [
"29"
]
}
},
{
"NextAction": "aaffb149-bd95-4a2f-92ed-12bab147442f",
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"Operands": [
"43"
]
}
},
{
"NextAction": "42520dfc-a90d-40b3-a1c6-92bc62250e24",
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]
}
},
{
"NextAction": "89660d4b-56fe-4ec5-8038-97c910dff3be",
"Condition": {
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"Operands": [
"74"
]
}
},
{
"NextAction": "1892aca2-3226-4249-aafa-fe68b8b1c2de",
"Condition": {
"Operator": "NumberLessThan",
"Operands": [
"85"
]
}
},
{
"NextAction": "cc35093a-2118-4d5e-a689-2c26be2aee76",
"Condition": {
"Operator": "NumberLessThan",
"Operands": [
"93"
]
}
},
{
"NextAction": "b20bf80e-ea4c-4914-b4e5-f0865c0aaab8",
"Condition": {
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"Operands": [
"98"
]
}
}
]
},
"Type": "DistributeByPercentage"
}
]
}
Audio played for the agent when on hold Screenpop is a Contact control pannel feature that allows loading a web page optionally with parameters based on attributes. Refer to the screenpop documentation for more information.4.2.18 Default agent hold
4.2.18.1 Details
Contact Flows Info Name State (summary) Type Contact Flow Details Description State (Detail) Tags Contact Flow Diagram Name Description State Type JSON of Contact Flow
"Version": "2019-10-30",
"StartAction": "1a34ecf3-77ff-46a7-b210-38a1a980127b",
"Metadata": {
"entryPointPosition": {
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"y": 20
},
"snapToGrid": false,
"ActionMetadata": {
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"position": {
"x": 258,
"y": 66
},
"audio": [
{
"type": "Text",
"tts": "
"$$hashKey": "01J",
"ttsType": "ssml"
}
],
"timeoutUnit": {
"display": "Minutes",
"value": "min"
}
}
}
},
"Actions": [
{
"Identifier": "1a34ecf3-77ff-46a7-b210-38a1a980127b",
"Parameters": {
"Messages": [
{
"SSML": "
}
]
},
"Transitions": {
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipantIteratively"
}
]
}4.2.18.2 Diagram
4.2.19 Sample note for screenpop
4.2.19.1 Details
Contact Flows Info Name State (summary) Type Contact Flow Details Description State (Detail) Tags Contact Flow Diagram Name Description State Type JSON of Contact Flow
"Version": "2019-10-30",
"StartAction": "2b6ee9f2-0f1a-417c-91c7-bdc12cfc6a07",
"Metadata": {
"entryPointPosition": {
"x": 75,
"y": 20
},
"snapToGrid": false,
"ActionMetadata": {
"35dde84a-f902-4a2b-9e0d-b6079d2a5260": {
"position": {
"x": 928,
"y": 85
},
"useDynamic": false
},
"8f9f6aa6-88bc-4bbe-8920-5d2ca2d5cfb4": {
"position": {
"x": 1373,
"y": 231
}
},
"8595ce23-0af7-49e3-8324-22accebefd0d": {
"position": {
"x": 696,
"y": 72
},
"useDynamic": false,
"queue": {
"id": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f270f4
5/queue/7f460f19-5888-4fc6-86cd-aafaace011dd",
"text": "BasicQueue"
}
},
"e8f664fd-3e86-4aaa-915f-c1fa4a4d4dd0": {
"position": {
"x": 1147,
"y": 155
},
"useDynamic": false
},
"e1aff3c4-01f1-43aa-864e-371a6af4095f": {
"position": {
"x": 448,
"y": 94
},
"useDynamic": false
},
"2b6ee9f2-0f1a-417c-91c7-bdc12cfc6a07": {
"position": {
"x": 209,
"y": 61
},
"useDynamic": false
}
}
},
"Actions": [
{
"Identifier": "35dde84a-f902-4a2b-9e0d-b6079d2a5260",
"Transitions": {
"NextAction": "e8f664fd-3e86-4aaa-915f-c1fa4a4d4dd0",
"Errors": [
{
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"ErrorType": "NoMatchingError"
},
{
"NextAction": "e8f664fd-3e86-4aaa-915f-c1fa4a4d4dd0",
"ErrorType": "QueueAtCapacity"
}
],
"Conditions": []
},
"Type": "TransferContactToQueue"
},
{
"Identifier": "8f9f6aa6-88bc-4bbe-8920-5d2ca2d5cfb4",
"Type": "DisconnectParticipant",
"Parameters": {},
"Transitions": {}
},
{
"Identifier": "8595ce23-0af7-49e3-8324-22accebefd0d",
"Parameters": {
"QueueId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f27
0f45/queue/7f460f19-5888-4fc6-86cd-aafaace011dd"
},
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}
],
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},
"Type": "UpdateContactTargetQueue"
},
{
"Identifier": "e8f664fd-3e86-4aaa-915f-c1fa4a4d4dd0",
"Parameters": {
"Text": "An error ocurred. Goodbye."
},
"Transitions": {
"NextAction": "8f9f6aa6-88bc-4bbe-8920-5d2ca2d5cfb4",
"Errors": [],
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},
"Type": "MessageParticipant"
},
{
"Identifier": "e1aff3c4-01f1-43aa-864e-371a6af4095f",
"Parameters": {
"Attributes": {
"note": "This note demonstrates how attributes can appear in the screen pop."
}
},
"Transitions": {
"NextAction": "8595ce23-0af7-49e3-8324-22accebefd0d",
"Errors": [
{
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}
],
"Conditions": []
},
"Type": "UpdateContactAttributes"
},
{
"Identifier": "2b6ee9f2-0f1a-417c-91c7-bdc12cfc6a07",
"Parameters": {
"Text": "This sets a note attribute for use in a screenpop."
},
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},
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}
]
}
Enables the customer to enter digits in private. In a real world implementation, enabling encryption is likely preferred.4.2.20 Sample secure input with no agent
4.2.20.1 Details
Contact Flows Info Name State (summary) Type Contact Flow Details Description State (Detail) Tags Contact Flow Diagram Name Description State Type JSON of Contact Flow
"Version": "2019-10-30",
"StartAction": "ead55375-e379-4af5-80bc-527d04131fcc",
"Metadata": {
"entryPointPosition": {
"x": 39,
"y": 219
},
"snapToGrid": false,
"ActionMetadata": {
"50b6aab8-40d8-4751-8a14-8f3df571d145": {
"position": {
"x": 1463,
"y": 297
},
"useDynamic": false,
"ContactFlow": {
"id": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-568e7f270f4
5/contact-flow/3e680f13-d44d-4554-8e24-c2f51f36d683",
"text": "Sample inbound flow (first contact experience)"
}
},
"7670fbff-a8d2-451b-ae8f-546c90e92554": {
"position": {
"x": 1694,
"y": 297
},
"useDynamic": false
},
"401a0775-88b3-457f-b9e6-f92f13348853": {
"position": {
"x": 1947,
"y": 387
}
},
"5f924f08-6a62-4850-80a3-c24a00cc49f1": {
"position": {
"x": 1228,
"y": 298
},
"useDynamic": false
},
"3e05fb47-2100-4410-a333-26e12f30429d": {
"position": {
"x": 959,
"y": 158
},
"useDynamic": false
},
"b092c9fa-ec2f-48c7-a22a-d46184d4af61": {
"position": {
"x": 686,
"y": 156
},
"useDynamic": true
},
"e1d99e8e-e457-491b-af02-53d70d90580f": {
"position": {
"x": 961,
"y": 327
},
"useDynamic": false
},
"4b7ebbdb-22ed-4cfd-b566-8285daa53cbc": {
"position": {
"x": 426,
"y": 242
},
"useDynamic": false,
"useDynamicForEncryptionKeys": false,
"countryCodePrefix": "+1"
},
"ead55375-e379-4af5-80bc-527d04131fcc": {
"position": {
"x": 194,
"y": 245
},
"useDynamic": false
}
}
},
"Actions": [
{
"Identifier": "50b6aab8-40d8-4751-8a14-8f3df571d145",
"Parameters": {
"ContactFlowId": "arn:aws:connect:eu-west-2:300173285737:instance/6c4e70ac-7812-4114-98a4-56
8e7f270f45/contact-flow/3e680f13-d44d-4554-8e24-c2f51f36d683"
},
"Transitions": {
"NextAction": "7670fbff-a8d2-451b-ae8f-546c90e92554",
"Errors": [
{
"NextAction": "7670fbff-a8d2-451b-ae8f-546c90e92554",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "TransferToFlow"
},
{
"Identifier": "7670fbff-a8d2-451b-ae8f-546c90e92554",
"Parameters": {
"Text": "We are unable to return back to the flow. Goodbye."
},
"Transitions": {
"NextAction": "401a0775-88b3-457f-b9e6-f92f13348853",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "401a0775-88b3-457f-b9e6-f92f13348853",
"Type": "DisconnectParticipant",
"Parameters": {},
"Transitions": {}
},
{
"Identifier": "5f924f08-6a62-4850-80a3-c24a00cc49f1",
"Parameters": {
"Text": "Returning back to the original flow."
},
"Transitions": {
"NextAction": "50b6aab8-40d8-4751-8a14-8f3df571d145",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "3e05fb47-2100-4410-a333-26e12f30429d",
"Parameters": {
"Text": "The encrypted customer credit card number is now saved and can be passed to the age
nt as a screenpop or processed using AWS Lambda. You may also want to check out the sample secure
input flow with an agent."
},
"Transitions": {
"NextAction": "5f924f08-6a62-4850-80a3-c24a00cc49f1",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "b092c9fa-ec2f-48c7-a22a-d46184d4af61",
"Parameters": {
"Attributes": {
"EncryptedCreditCard": "$.StoredCustomerInput"
}
},
"Transitions": {
"NextAction": "3e05fb47-2100-4410-a333-26e12f30429d",
"Errors": [
{
"NextAction": "e1d99e8e-e457-491b-af02-53d70d90580f",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "UpdateContactAttributes"
},
{
"Identifier": "e1d99e8e-e457-491b-af02-53d70d90580f",
"Parameters": {
"Text": "There was a problem gathering the customer's input. Did you specify an encryption k
ey in the Store customer input block?"
},
"Transitions": {
"NextAction": "5f924f08-6a62-4850-80a3-c24a00cc49f1",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
},
{
"Identifier": "4b7ebbdb-22ed-4cfd-b566-8285daa53cbc",
"Parameters": {
"Text": "Please enter your credit card number, press the pound key when complete.",
"StoreInput": "True",
"InputTimeLimitSeconds": "6",
"InputValidation": {
"CustomValidation": {
"MaximumLength": "20"
}
},
"InputEncryption": {
"EncryptionKeyId": "your-key-id",
"Key": "Certificate to use for encryption should be provided here. You will need to also u
pload a signing key in the AWS console"
}
},
"Transitions": {
"NextAction": "b092c9fa-ec2f-48c7-a22a-d46184d4af61",
"Errors": [
{
"NextAction": "e1d99e8e-e457-491b-af02-53d70d90580f",
"ErrorType": "NoMatchingError"
}
],
"Conditions": []
},
"Type": "GetParticipantInput"
},
{
"Identifier": "ead55375-e379-4af5-80bc-527d04131fcc",
"Parameters": {
"Text": "This flow enables users to enter information secured by an encryption key you provi
de."
},
"Transitions": {
"NextAction": "4b7ebbdb-22ed-4cfd-b566-8285daa53cbc",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
}
]
}
Default whisper played to the agent.4.2.21 Default agent whisper
4.2.21.1 Details
Contact Flows Info Name State (summary) Type Contact Flow Details Description State (Detail) Tags Contact Flow Diagram Name Description State Type JSON of Contact Flow
"Version": "2019-10-30",
"StartAction": "222caecc-c107-4553-87fc-85a74c34bb06",
"Metadata": {
"entryPointPosition": {
"x": 75,
"y": 20
},
"snapToGrid": false,
"ActionMetadata": {
"95dc2179-0f18-4646-8e15-15377c9cbb29": {
"position": {
"x": 491.00344848632813,
"y": 141.5555419921875
}
},
"222caecc-c107-4553-87fc-85a74c34bb06": {
"position": {
"x": 231.00344848632813,
"y": 96.5555419921875
},
"useDynamic": false
}
}
},
"Actions": [
{
"Identifier": "95dc2179-0f18-4646-8e15-15377c9cbb29",
"Parameters": {},
"Transitions": {},
"Type": "EndFlowExecution"
},
{
"Identifier": "222caecc-c107-4553-87fc-85a74c34bb06",
"Parameters": {
"Text": "$.Queue.Name"
},
"Transitions": {
"NextAction": "95dc2179-0f18-4646-8e15-15377c9cbb29",
"Errors": [],
"Conditions": []
},
"Type": "MessageParticipant"
}
]
}
Contact Flow Modules can be used as a re-usable component in one or several Contact Flows to create common functions.
Contact Flow Modules can be used in any flow that is type Inbound flow. It cannot be used for contact flows of type Customer queue, Customer hold, Customer whisper, Outbound whisper, Agent hold, Agent whisper, Transfer to agent, Transfer to queue.
Benefits of using Contact Flow Modules are:
4.3 Contact Flow Modules Summary
The following Contact Flow Modules are configured:
| Contact Flow Modules Summary | |||
Contact Flow Modules can be used as a re-usable component in one or several Contact Flows to create common functions.
In this chapter each Contact Flow Module contains two subchapters:
A simple Module to get queue metrics
| Contact Flow Module | |||||||||||||||||||||||||
| |||||||||||||||||||||||||
Prompts are audio files that can be played to customers through Amazon Connect during a contact flow. They are used to provide important information to the customer or to guide the customer through the flow. Prompts can be configured within the Amazon Connect contact flow configuration. When configuring a Prompts configuration entry, users can specify the type of prompt, the language of the prompt, the text of the prompt, and the audio file associated with the prompt.
When creating a contact flow, users must specify which Prompts will be played at each step of the flow. This is done by adding a Prompts configuration entry to the contact flow. When setting up a Prompts configuration entry, users must specify which prompt they want to play, the order in which the prompts should be played, and the actions that should occur after the prompt is played.
The following Prompts are configured:
| Prompts | ||
This chapter contains the configured Queues for customer contact.
Queues are used to place customers in line when all agents are busy. Configuration of queues includes setting up queue settings, such as queue size and wait time, as well as setting up routing rules. Queues are connected to contact flows, as they determine how customer contacts are routed to agents. Queues are connected to agents, as they determine how customer contacts are routed to agents.
When configuring a queue, admins can define the queue size, which is the maximum number of customer contacts that can wait in the queue, and the wait time, which is the maximum number of seconds customers can wait in the queue before they are routed elsewhere. Queues can also be configured with routing rules, which define how customer contacts are routed to agents. Routing rules include things such as priority, skill-based routing, and round robin routing.
The following Queues are configured:
| Queues | |||||||||||||||||||||||||||||
| |||||||||||||||||||||||||||||
By configuring Hours of Operation, administrators can ensure that calls are only accepted when agents are available to handle them, and that calls are rejected when agents are not available. Hours of Operation can be configured for daily schedules or multiple schedules to cover different days or times.
When setting up daily schedules, administrators can specify when calls should be accepted or rejected, and can also configure different schedules for different days of the week. When a customer calls during the defined Hours of Operation, the call will be accepted and routed to the appropriate queue. From there, the call will be handled by an available agent. When a customer calls outside of the defined Hours of Operation, the call will be rejected and the customer will be given an appropriate message. The message can be configured through the Amazon Connect contact flow. Depending on the message, customers may be given the option to leave a voicemail or message, or may be given an option to call again during business hours.
The Hours of Operation configuration also affects the availability of agents in the queues. Agents will not be able to log in to Amazon Connect when calls are not being accepted, and will automatically be logged out when the Hours of Operation end. This ensures that agents are only available when customers are calling, and helps keep wait times to a minimum.
The following Hours of Operations are configured:
| Hours of Operations | |||||||||||||||
| |||||||||||||||
Quick Connects is a feature in Amazon Connect that enables a customer to connect with an agent more quickly. It allows customers to route their calls directly to the correct queue when they dial in, eliminating the need for them to manually select their queue. This in turn leads to a faster customer experience and better customer satisfaction.
When configuring Quick Connects, there are several options that can be set. The first is the 'Call Type', which defines the type of call that will be routed to the queue. Alternatively, it can be set to 'Direct', which is a standard incoming call, or 'IVR', which routes customers who dial in to an IVR system before they are routed to the queue. The second option is the 'Phone Number', which is the phone number that customers can dial in to be routed to the correct queue. The third option is the 'Queue', which is the queue that customers will be routed to when they dial in. Finally, the fourth option is the 'Timeout', which defines how long the caller will wait before they are routed to the queue.
The following Quick Connects are configured:
This chapter contains the 'Users' configuration within Amazon Connect. User management includes configuring routing profiles, agent statuses, security profiles and agent hierarchies. Routing profiles allow contact centers to set up and control how incoming calls, chats, and emails are routed to specific users. Agent statuses provide an easy way to monitor the availability of agents. Security profiles define the access rights of users. Agent hierarchies allow contact centers to define the reporting structure of users.
In this section you will find:
The configuration of user management in Amazon Connect allows contact centers to configure user settings, such as routing profiles, agent statuses, security profiles, and agent hierarchies. Routing profiles allow contact centers to set up and control how incoming calls, chats, and emails are routed to specific users. Agent statuses provide an easy way to monitor the availability of agents. Security profiles define the access rights of users. Agent hierarchies allow contact centers to define the reporting structure of users.
When configuring an user, contact centers can define the user’s routing profile, agent status, security profile, and agent hierarchy. Routing profiles allow contact centers to route incoming calls, chats, and emails to specific users. Agent statuses provide an easy way to monitor the availability of agents. Security profiles define the access rights of users. Agent hierarchies allow contact centers to define the reporting structure of users.
The following users are configured:
| Users | |||||||||||||||||||||||||||||||||||||||||
| |||||||||||||||||||||||||||||||||||||||||
Routing Profiles are used to set up and control how incoming calls, chats, and emails are routed to specific users. They allow contact centers to define the routing rules for each user and the order in which they are applied. The configuration of Routing Profiles includes setting up routing rules and conditions, assigning skills, and setting up routing priority.
Routing rules and conditions specify the criteria that must be met in order for a customer to be routed to a particular user. Skills allow contact centers to associate users with specific tasks. Routing priority determines the order in which users are contacted when multiple users are available.
Configuration options for Routing Profiles include setting the maximum number of conversations for each user, setting up call forwarding rules, and configuring the routing language. Maximum conversation settings allow contact centers to limit the number of conversations a user can handle at one time. Call forwarding rules allow contact centers to forward incoming calls to another user or queue. Lastly, routing language allows contact centers to set up language-based routing rules.
The following Routing Profiles are configured:
| Routing Profiles | |||||||||||||||||
| |||||||||||||||||
The configuration of Agent Status of Amazon Connect allows contact centers to set the availability of agents. Agent status provides an easy way to monitor the availability of agents and ensure that customer requests are routed to the most suitable agent.
The configuration options of Agent Status include setting up the list of available statuses, such as ‘Available’, ‘Busy’, ‘Break’ or ‘Offline’. Contact centers can also define the behavior of each status so that agents are routed to the correct queue or contact flow when they change their status. Additionally, contact centers can set how long an agent can remain in a particular status before they are automatically reset to ‘Available’. This ensures that agents do not remain in a particular status for too long and that customer requests are routed to the most suitable agents.
The following Agent Status are configured:
| Agent Status | |||
The configuration of Security Profiles defines the access rights of users.
Security Profiles can be used to control which functions and features a user can access and which actions they can perform. The configuration of Security Profiles includes setting up user groups and assigning access rights to each group. User groups are collections of users with similar roles and responsibilities. Access rights define the actions a user group can perform, such as creating or editing contact flows, viewing contact history, or creating or editing queues. Security profiles also allow contact centers to set up authentication methods.
The following Security Profiles are configured:
| Security Profiles | |||||||||||||||||||
| |||||||||||||||||||
| |||||||||||||||||||
| |||||||||||||||||||
| |||||||||||||||||||
| |||||||||||||||||||
This chapter includes the configuration of User Hierarchy Groups in Amazon Connect. User Hierarchy Groups are a way to organize users into hierarchical structures. They can be used to group users based on their roles, locations, or contact centers. Each user is assigned a LevelId and a HierarchyPath that define the user's position in the hierarchy. The HierarchyPath allows for a more granular user configuration.
The following User Hierarchy Groups are configured:
| User Hierarchy Groups | |||||||||||||
| |||||||||||||
This chapter contains the 'Users' configuration within Amazon Connect. User management includes configuring
This chapter contains the Channels configuration. Channels are how customers interact with the contact center, such as phone numbers, chat widgets, and task templates. Configuration of channels includes setting up phone numbers, adding and configuring a chat widget, and creating and managing task templates.
Phone numbers allow customers to call the contact center. Chat widgets allow customers to interact with the contact center via a web page. Task templates are templates that define the structure of tasks within the contact center, such as customer information, notes, and tasks.
In this section you will find:
Phone Numbers are used to route calls and messages from customers to the contact center. In Amazon Connect, a Phone Number is associated with a Contact Flow and is used to route all incoming calls and messages to the designated Contact Flow.
When configuring a Phone Number, users can specify the Contact Flow that should be associated with it. This will determine the flow of the call or message, including what greeting will be played, which options customers will be presented with, and which queues and agents they will be routed to.
Users can also configure the settings of a Phone Number, such as the caller ID that will be displayed to the customer and the time zone in which the Phone Number is located. This will ensure that the customer will see a familiar caller ID, and that any time-based routing rules will be applied correctly.
The following Phone Numbers are configured:
| Phone Numbers | |||||||||||||
| |||||||||||||
Amazon Connect Task Templates are used to create contact flows that are used to manage customer interactions. Contact flows are used to define the steps that a customer will take when interacting with an agent. Task Templates provide a way to configure the contact flow quickly and easily.
Task Templates can be used to create a contact flow that includes customer information, queues, and agents. When configuring a Task Template, a user can define the type of customer interaction and the steps that should be taken when the customer interacts with the agent. Additionally, the user can specify the queue that the customer should be assigned to, and the agent that the customer should be assigned to.
Task Templates are configured by entering the configuration entries for each step in the contact flow. These configuration entries include options such as the type of customer interaction to be handled, the queue that the customer should be assigned to, the agent to be assigned to, and the specific action to be taken when the customer interacts with the agent.
| Task Templates | |||
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