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Integrations

Amazon Connect Integration with Aspect Workforce

This integration was created by Aspect Software in collaboration with Amazon Web Services (AWS).

Table of contents

Overview
Costs and licenses
Architecture
Deployment options
Deploy with new Kinesis stream
Deploy with existing Kinesis stream
Deployment steps
Troubleshooting
Customer responsibility
Feedback
Notices

Documentation

Refer to the GitHub repository to view source files, report bugs, submit feature ideas, and post feedback about this integration. To comment on the documentation, refer to Feedback.

Overview

The Aspect Workforce™ integration with Amazon Connect deploys AWS objects required to support Amazon Connect ACD instances in Aspect Workforce. During deployment, you can choose one or both of the following integration options:

  • Agent Productivity: This option enhances standard Amazon Connect reports with agent-productivity statistics including average positions staffed (APS), available time, unavailable time, and sign-in/sign-out pairs. You may configure how Amazon Connect agent status labels (such as "break" or "project") should be counted in Aspect Workforce, as available, productive, signed-in, or signed-out.
  • Real-Time Adherence (RTA): Choose this option to provide information about Amazon Connect agent state changes to Aspect RTA. Aspect RTA monitors Amazon Connect agent adherence to schedules.

Both integration options use a single Amazon Connect agent event stream. You can choose to deploy the solution with a new or existing Amazon Kinesis data stream for this purpose. The deployment sizes the Kinesis data stream with a single shard. You can adjust the shard count for your agent event rate and number of consumers (agent productivity, RTA, or custom agent-event readers). For more information, refer to the Aspect Workforce Integrations for Amazon Connect Configuration Guide.

Costs and licenses

There is no cost to use this integration, but you will be billed for any AWS services or resources that this integration deploys.

Architecture

Deploying the Agent Productivity integration builds the following environment in the AWS Cloud.

Figure 1. Architecture for Aspect Workforce Agent Productivity integration on AWS

As shown in Figure 1, the Agent Productivity integration sets up the following:

  • Amazon Connect to provide an agent event Kinesis data stream.
  • Amazon Connect to export scheduled reports to a configured Amazon Simple Storage Service (Amazon S3) bucket.
  • An Amazon Simple Storage Service (Amazon S3) bucket for agent productivity data.
  • Two Lambda functions:
    • A Kinesis function to read agent events from your Amazon Connect instance and categorize them as spans of signed-in or signed-out time.
    • An update function, invoked by an Amazon CloudWatch scheduled event, to write output objects to an Amazon Kinesis Data Firehose output stream. This ensures that the agent productivity S3 bucket is updated during periods of time when no agents are signed in.
  • A Cloudwatch scheduled event to call the update Lambda function every five minutes.
  • A Kinesis Data Firehouse output stream to write the output of the Lambda functions to the agent productivity S3 bucket.
  • An AWS Identity and Access Management (IAM) user or role to provide WFM Adapter with the following (not shown):
    • Read-only access to the exported reports and agent productivity data S3 buckets.

Deploying Real-Time Adherence integration builds the following Aspect Workforce environment in the AWS Cloud.

As shown in Figure 2, Real-Time Adherence integration sets up the following:

  • Amazon Connect to write events to an agent event Kinesis data stream.
  • A Kinesis Lambda function to read agent events form your Amazon Connect and then update an Amazon DynamoDB table and one or more Amazon Simple Queue Service (Amazon SQS) queues.
  • A DynamoDB table to hold the latest state change for each agent signed into your Amazon Connect instance.
  • One or more SQS queues to relay Amazon Connect agent state changes to Real-Time Adherence (RTA).
  • An AWS Identity and Access Management (IAM) user or role to provide RTA with the following (not shown):
    • Read-only access to the DynamoDB table.
    • Read/write access to the SQS queue.
    • Access to update the configuration of the Lambda function.

Deployment options

The Aspect Workforce Connect Integration provides the following deployment options:

Deploy the integration with a new Kinesis data stream

  1. Sign in to your AWS account. If you don’t have an account, sign up at https://aws.amazon.com. An AWS account automatically signs you up for Amazon Connect and all other AWS services.
  2. Create a new Amazon Connect instance or use an existing instance.
  3. Deploy the integration. The stack takes a few minutes to deploy. Before you create the stack, choose the AWS Region of your Amazon Connect instance from the top toolbar. Choose one of the following options:‍
  4. Enable data streaming for your Amazon Connect instance.‍
  5. Enable agent event streams.

Deploy the integration with an existing Kinesis data stream

  1. Sign in to your AWS account. If you don’t have an account, sign up at https://aws.amazon.com. An AWS account automatically signs you up for Amazon Connect and all other AWS services.
  2. Create a new Amazon Connect instance or use an existing instance.
  3. Enable data streaming for your Amazon Connect instance. Ensure that you select your Kinesis data stream.
  4. In the Amazon Kinesis Data Streams console, note the Amazon Resource Name (ARN) of the Kinesis data stream you select in step 3. Input the data stream ARN in the Agent Event Kinesis Stream ARN parameter during deployment.
  5. Deploy the integration. The stack takes a few minutes to deploy. Before you create the stack, choose the AWS Region of your Amazon Connect instance from the top toolbar. Choose one of the following options:‍

Deployment steps

  1. Sign in to your AWS account, select the correct AWS region, and launch this integration, as described under Deployment options. The AWS CloudFormation console opens with a prepopulated template.
  2. On the Quick create stack page, change the stack name if needed.
  3. Review the parameters for the template. Provide values for the parameters that require input. For all other parameters, review the default settings and customize them as necessary. For more information about parameters, refer to the Aspect Workforce Integrations for Amazon Connect Configuration Guide.
  4. Unless you’re customizing the integration templates, don’t change the default settings for the following parameters: DeploymentS3BucketName and DeploymentS3KeyPrefix. Changing the values of these parameters will modify code references that point to the Amazon Simple Storage Service (Amazon S3) bucket name and key prefix.

    Customizing Integration Templates

    Unless you’re customizing the integration templates, don’t change the default settings for the following parameters: DeploymentS3BucketName and DeploymentS3KeyPrefix. Changing the values of these parameters will modify code references that point to the Amazon Simple Storage Service (Amazon S3) bucket name and key prefix.

  5. When you finish, review the information in the blue box at the bottom and check all checkboxes.
  6. Choose Create stack. The stack takes about 15 minutes to deploy.
  7. Monitor the stack’s status, and when the status is CREATE_COMPLETE, the Aspect Workforce deployment is ready.
  8. To view the created resources, choose the Outputs tab.

Troubleshooting

For troubleshooting common Partner Solution issues, refer to the AWS Partner Solution General Information Guide and Troubleshooting CloudFormation.

Customer responsibility

After you deploy this integration, confirm that your resources and services are updated and configured—including any required patches—to meet your security and other needs. For more information, refer to the Shared Responsibility Model.

Feedback

To submit feature ideas and report bugs, use the Issues section of the GitHub repository for this integration.

Notices

This document is provided for informational purposes only. It represents current AWS product offerings and practices as of the date of issue of this document, which are subject to change without notice. Customers are responsible for making their own independent assessment of the information in this document and any use of AWS products or services, each of which is provided "as is" without warranty of any kind, whether expressed or implied. This document does not create any warranties, representations, contractual commitments, conditions, or assurances from AWS, its affiliates, suppliers, or licensors. The responsibilities and liabilities of AWS to its customers are controlled by AWS agreements, and this document is not part of, nor does it modify, any agreement between AWS and its customers.

The software included with this paper is licensed under the Apache License, version 2.0 (the "License"). You may not use this file except in compliance with the License. A copy of the License is located at https://aws.amazon.com/apache2.0/ or in the accompanying "license" file. This code is distributed on an "as is" basis, without warranties or conditions of any kind, either expressed or implied. Refer to the License for specific language governing permissions and limitations.