amazon connect integration

Aspect Workforce Management on AWS

Extend Amazon Connect reports with agent productivity statistics; monitor real-time adherence to schedules

This AWS Partner Solution includes two integration options:

  • Agent productivity: Enhances standard Amazon Connect reports with statistics based on agent sign-in/sign-out information. You can designate whether custom agent status labels defined in Amazon Connect are treated as available, productive, signed in, or signed out.

    For example, a custom agent status called “Break,” which represents the agent taking time off from work, would typically be treated as signed out, whereas a custom agent status called “Project,” which represents some sort of project work, would typically be treated as signed in. Aspect Workforce Management (WFM) uses this information to produce statistics on average positions staffed (APS) by agent group, available time by agent, unavailable time by agent, and sign-in/sign-out pairs by agent.
  • Real-time adherence: Provides Amazon Connect agent state change information to the Aspect Real-Time Adherence (RTA) product, which monitors your Amazon Connect agents and how its activities adhere to the agents’ schedules.

Choose either or both options when you deploy the Partner Solution. The integrations include AWS services such as Amazon Simple Storage Service (Amazon S3), Amazon Kinesis, Amazon Kinesis Data Analytics, Amazon Kinesis Data Firehose, AWS Lambda, Amazon DynamoDB, Amazon Simple Queue Service (Amazon SQS), Amazon CloudWatch Events, and AWS Identity and Access Management (IAM).

Both integration options use an Amazon Connect agent event stream. An Amazon Connect instance supports a single agent event stream. If you enabled agent event streams and selected a Kinesis stream for that purpose, choose one of the deployment options that uses an existing Kinesis data stream. If you didn't enable agent event streams for your Amazon Connect instance, choose a deployment option that creates a new Kinesis data stream.

Note: The stream is initially sized with a single shard. You may need to adjust the shard count of the stream, depending on the rate of agent events and the number of consumers (Agent Productivity, Real-Time Adherence, and any other custom applications that read agent events). For more information, refer to the Amazon Kinesis documentation.
Aspect WFM - Amazon Connect integration for agent productivity
Aspect WFM - Amazon Connect integration for real-time adherence

This Partner Solution was developed by Aspect Software in collaboration with AWS. Aspect Software is an AWS Partner.

 View the source code for this Partner Solution

Add Aspect WFM to Amazon Connect

Follow the steps for creating a new Kinesis data stream or using an existing stream for your integration.
For a new Kinesis data stream:
Step 1 Sign in to your AWS account. If you don't have an account, sign up at https://aws.amazon.com. An account automatically signs you up for Amazon Connect and all other AWS services.
Step 2 Create a new Amazon Connect instance for the integration, or use an existing instance.
Step 3 Deploy the integration:
   - Deploy for agent productivity
   - Deploy for real-time adherence
   - Deploy for both options

You must deploy this integration in the same AWS Region as your Amazon Connect instance. Complete the parameter fields. Deployment takes just a few minutes.
Step 4 Enable data streaming and agent event streams.

Follow the steps in the Amazon Connect documentation to set up data streaming. Enable agent event streams for the Kinesis data stream created by this integration.
Step 5 If you're using the agent productivity feature, edit the sample reference table (ASPECT_AGENT_STATUS_INFO.csv) that we have provided to describe the meanings of agent status labels defined in your Amazon Connect instance. Add this object to the S3 bucket created by this integration.

For information about the format of this file, see step 5 in the integration guide on the Aspect website.
Step 6 If you're using the agent productivity feature, start the Kinesis data analytics application by following the steps in the Amazon Kinesis Data Analytics documentation.

Test the integration by using the real-time analytics feature of Kinesis Data Analytics.
For an existing Kinesis data stream:
Step 1 Sign in to your AWS account. If you don't have an account, sign up at https://aws.amazon.com. An account automatically signs you up for Amazon Connect and all other AWS services.
Step 2 Create a new Amazon Connect instance for the integration, or use an existing instance.
Step 3 Identify the Kinesis data stream that's currently configured to receive agent events from your Amazon Connect instance.

To do this, edit your Amazon Connect instance in the Amazon Connect console and check under Data streaming. Open the Kinesis console and view the Kinesis stream you identified. Note the Amazon Resource Name (ARN) of the Kinesis data stream. You will need to supply this ARN in the next step.
Step 4 Deploy the integration:
   - Deploy for agent productivity
   - Deploy for real-time adherence
   - Deploy for both options

You must deploy this integration in the same AWS Region as your Amazon Connect instance. Complete the parameter fields. Deployment takes just a few minutes.  
Step 5 If you're using the agent productivity feature, edit the sample reference table (ASPECT_AGENT_STATUS_INFO.csv) that we have provided to describe the meanings of agent status labels defined in your Amazon Connect instance. Add this object to the S3 bucket created by this integration.

For information about the format of this file, see step 5 in the integration guide on the Aspect website.
Step 6 If you're using the agent productivity feature, start the Kinesis data analytics application by following the steps in the Amazon Kinesis Data Analytics documentation.

Test the integration by using the real-time analytics feature of Kinesis Data Analytics.

Amazon may share user-deployment information with the AWS Partner that collaborated with AWS on this solution.  

You are responsible for the cost of the AWS services and partner solutions used while running this Amazon Connect integration.