Amazon Connect Integration with Alvaria Workforce

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

Two Options for Key Insights - Agent Productivity & Real-time Adherence

Choose either or both options when deploying the Quick Start. 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 have already 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 haven't enabled agent event streams for your Amazon Connect instance, choose a deployment option that creates a new Kinesis data stream.

Note: This stream will initially be 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, see the Amazon Kinesis documentation.

See the source code for this Quick Start

Agent Productivity

Enhance standard Amazon Connect reports with statistics based on agent sign-in/sign-out information. Designate whether custom agent status labels defined in Amazon Connect should be 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 project work, would typically be treated as signed in.

Alvaria Workforce 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.

For agent productivity, the AWS Quick Start creates these AWS resources

  • An S3 bucket that holds the agent productivity outputs
  • A Kinesis data analytics application that reads agent events from your Amazon Connect instance. The application categorizes those agent events as spans of signed-in or signed-out time
  • A Kinesis Data Firehose data delivery stream that writes the output of the Kinesis data analytics application to the S3 bucket
  • A Lambda function that also writes to the Kinesis Data Firehose data delivery stream. This function ensures that output objects are written to the S3 bucket during periods of time when no agents are signed in
  • A CloudWatch Events rule that calls the Lambda function on a schedule, every five minutes
  • An IAM user to provide read access to objects in the two S3 buckets used by the Alvaria Workforce Adapter:
    • The S3 bucket for exported reports, associated with your Amazon Connect instance. You will need to schedule the export of several Amazon Connect reports. For details, see the Alvaria Workforce Adapter documentation, which is available on the Alvaria Customer Portal
    • The S3 bucket created by this integration

The Alvaria Workforce Adapter converts the information in these two buckets to the format required by Alvaria Workforce and produces per-interval and daily historical reports to support the forecasting, scheduling, and tracking features of Alvaria Workforce.

Real-time Adherence

Provide Amazon Connect agent state change information to the Alvaria Real-Time Adherence (RTA) product, which enables monitoring of the activities of Amazon Connect agents and helps determine how well these activities adhere to the agents’ schedules.

For real-time adherence, the AWS Quick Start creates these AWS resources

  • A DynamoDB table that holds the latest state change for each agent signed into your Amazon Connect instance.
  • An SQS queue that is used to relay Amazon Connect agent state changes to Alvaria Real-Time Adherence (RTA).
  • A Lambda function that is called whenever your Amazon Connect instance writes events to its agent event data stream. The Lambda function is responsible for updating the DynamoDB table and SQS queue created by the integration.
  • An IAM user to provide access to the AWS resources required by Alvaria RTA:
    • Read-only access to the DynamoDB table
    • Read/write access to the SQS queue
    • Access to update the configuration of the Lambda function

Alvaria RTA first reads the DynamoDB table to determine the current states of any agents signed into your Amazon Connect instance. Next, Alvaria RTA updates the configuration of the Lambda function to instruct the Lambda function to write agent events received by the SQS queue. Finally, Alvaria RTA polls the SQS queue for agent events and sends the agent state changes it sees to any connected RTA users.

How to add Alvaria Workforce to Amazon Connect:

For a New Kinesis Data Stream:

Step 1

Sign up for an AWS account, if you don't already have one.

Getting an account will automatically sign you up for Amazon Connect and all other AWS services.

Step 2

Step 3

Deploy the integration:

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.

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 up for an AWS account, if you don't already have one.

Getting an account will automatically sign you up for Amazon Connect and all other AWS services.

Step 2

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:

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.

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.

Contact Alvaria Today

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This Quick Start was developed by Alvaria in collaboration with AWS. Alvaria is an APN Partner.