Amazon Connect > amazon_connect_integrations_v2 > Flashcards

amazon_connect_integrations_v2 Flashcards

(42 cards)

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1
Q

Contact Events

A

Near real-time contact lifecycle events published on EventBridge. Initiated, queued, connected, disconnected.

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2
Q

EventBridge

A

AWS service that captures and processes Amazon Connect contact events using rules. Routes events to targets like Lambda, CloudWatch, or Firehose.

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3
Q

EventBridge Rule

A

Matches specific event patterns to route events to targets for processing. One rule can send events to multiple targets simultaneously.

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4
Q

Contact Event Lifecycle

A

Initiated, connected to system, queued, connected to agent, disconnected. Published in near real-time but sequence not guaranteed.

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5
Q

eventType Property

A

Indicates which stage of contact lifecycle the event represents. CONNECTED_TO_AGENT, QUEUED, INITIATED, etc.

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6
Q

initiationMethod Property

A

Shows how contact originated. Inbound, Outbound, Transfer, Callback, API, Queue_Transfer, or Disconnect.

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7
Q

Contact Event Detail Property

A

Contact-specific data like timestamps, channel, initiation method, agent info, and event type. Structure varies by event type.

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8
Q

Contact Event Use Cases

A

Analytics dashboards, workforce management integrations, abandoned call recovery mechanisms. Any solution needing near real-time contact data.

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9
Q

Agent Events

A

Near real-time agent activity data published to Kinesis Data Streams. Requires cloud admin to create and configure the data stream.

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10
Q

Agent Event Types

A

LOGIN, LOGOUT, STATE_CHANGE, HEART_BEAT. All published in JSON format to Kinesis.

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11
Q

HEART_BEAT Event

A

Generated every 120 seconds when no other events occur. Used for timestamp updates and validating agent connection is still active.

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12
Q

STATE_CHANGE Event

A

Published when agent status changes between routable and non-routable states. Contains CurrentAgentSnapshot and PreviousAgentSnapshot objects.

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13
Q

Available State

A

Only routable agent state where agents receive contacts. All other states like Lunch or Break are non-routable.

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14
Q

Contacts Property (Agent Events)

A

Array with info about contacts agent is currently handling. Only populated when agent is actively handling contacts.

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15
Q

Kinesis Data Stream Encoding

A

Events are base64 encoded to reduce size. Must decode before processing in Lambda or other consumers.

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16
Q

Agent Event Use Cases

A

Agent activity dashboards, workforce management integrations, supervisor alerts. Avoids repetitive API calls for agent status.

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17
Q

Contact Lens APIs

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A

ListRealtimeContactAnalysisSegments for voice, ListRealtimeContactAnalysisSegmentsV2 for chat. Near real-time conversational analytics.

18
Q

Contact Lens Event Types

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A

STARTED, SEGMENTS, COMPLETED, FAILED. Event type indicates analysis progress.

19
Q

SEGMENTS Event

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A

Utterances, transcripts, matched categories, and sentiment analysis. Published for voice and chat interactions.

20
Q

Utterance Object

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A

Speaker ID and role, the spoken text, unique identifiers, and time offsets. Part of SEGMENTS event.

21
Q

Transcript Object

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A

Participant info, text transcript, sentiment analysis, time offsets, and IssuesDetected array. Includes sentiment scores.

22
Q

Categories Object

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A

Matched Contact Lens categories and points of interest in transcript where they were detected. Only included if categories matched.

23
Q

Contact Lens Use Cases

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A

Real-time transcript display in agent app, sentiment-based routing, automatic translations, sentiment tracking widgets.

24
Q

Contact Records

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A

Info about each completed interaction: metadata, agent metrics, performance data, and optionally recordings. Published when contact ends.

25
Contact Record Publishing
Published at least once when contact ends. Republished whenever contact information is updated like adding attributes.
26
Contact Record Availability
Available in Amazon Connect for 24 months. Can stream to S3 for longer retention to meet compliance requirements.
27
Contact Record Streaming Options
Kinesis Data Streams for near real-time multi-app processing, Firehose for single-purpose direct delivery to S3.
28
ContactTraceRecord Property
Unique identifier, channel, start/end times, queue and agent data. Core contact interaction information.
29
Queue Property
Queue ID and name, EnqueueTimestamp, DequeueTimestamp, Duration in seconds. Used for queue performance metrics.
30
Agent Property
Agent metrics: after-contact work time, interaction duration, hold duration, video capabilities. Populated when agent handles contact.
31
Abandoned Contact
Contact that disconnected while queued before reaching agent. Has Queue and EnqueueTimestamp but no ConnectedToAgentTimestamp.
32
Contact Record Encoding
Base64 encoded when published to Kinesis. Must decode before processing and handle batch records.
33
Amazon API Gateway
Amazon API Gateway is a managed service to create, publish, maintain, monitor, and secure REST, HTTP, and WebSocket APIs at any scale. It acts as a front door for applications to access backend services like Lambda functions, EC2 instances, or any web service. For Connect, it’s commonly used to expose Lambda functions as APIs that external systems can call to interact with Connect programmatically.
34
API Gateway Integration Types
API Gateway offers different integration types for connecting to backend services. AWS Service Integration allows direct API calls to AWS services like DynamoDB or S3 without Lambda. Lambda Proxy Integration passes the entire request to Lambda for complex multi-step operations, giving you full control over request/response handling. The choice depends on whether you need simple pass-through or complex processing logic.
35
Click-to-Call
Click-to-Call lets customers request a phone callback while browsing a website by clicking a button. This common API Gateway + Amazon Connect use case eliminates the need for customers to dial in and wait on hold. Instead, they enter their phone number on the website, the system calls them back when an agent is available, then connects them directly to the agent.
36
API Gateway Resources
API Gateway Resources are the endpoints (URL paths) your applications use to perform actions. They define the structure of your API - like /outbound-calls for making calls, /agent-status for checking availability, or /callbacks for scheduling callbacks. Each resource can have multiple HTTP methods (GET, POST, PUT, DELETE) and parameters, creating a RESTful API structure for your Connect integration.
37
Direct Service Integration
Direct Service Integration allows API Gateway to directly call Amazon Connect APIs without preprocessing through Lambda. API Gateway transforms the incoming request and passes it straight to Connect services. This is best for simple operations like placing outbound calls, getting queue metrics, or listing users where no business logic or data manipulation is needed - just straight pass-through to Connect.
38
Lambda Proxy Integration
API Gateway invokes Lambda which calls Amazon Connect APIs. Best for complex operations requiring multiple API calls or data processing.
39
API Gateway Stage
Deployment environment with its own invocation URL. Helps manage different versions like dev, staging, production.
40
StartOutboundVoiceContact
Amazon Connect API used to programmatically place outbound calls. Commonly invoked through API Gateway for click-to-call.
41
API Gateway Setup
Navigate to API Gateway, Create API, choose REST API, name it, create resources, define methods and integration types.
42
Lambda Proxy Permissions
Permissions managed at Lambda function level. Function's execution role needs Amazon Connect permissions for required operations.
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