Supported flow blocks for Contact Lens integration - Amazon Connect

Supported flow blocks for Contact Lens integration

The following tables list the flow blocks that you can use to specify how Amazon Connect processes the audio stream sessions.

Set blocks

Flow block Effect Description
Set Working Queue No Effect Sets Working Queue
Set Contact Attributes Supported Stores key-value pairs as contact attributes. You set a value that is later referenced in a flow.
Get Queue Metrics No Effect Gets queue metrics
Change routing priority/age No Effect change routing prioroty of contact
Set Hold Flow No Effect Specifies the flow to invoke when a customer or agent is put on hold.
Set Whisper Flow No Effect Specifies the flow to invoke when a customer or agent joined in a voice or chat conversation.
Set callback Number No Effect Specify the attribute to set the callback number.
Set Voice No Effect Sets the text-to-speech (TTS) language and voice to use for the contact flow.
Set Customer Queue No Effect Sets the customer queue for customer queue flow
Set Disconnect Flow No Effect Sets disconnect flow for disconnect queue flow
Set event flow No Effect Specifies which flow to run during a contact event.
Set routing criteria No Effect Sets the routing criteria for the contact.

Analyze blocks

Flow block Effect Description
Set Recording and Analytics behavior Supported Sets options for recording and enables features in Contact Lens.
Set logging behavior Supported Enable or disable flow logs

Logic blocks

Flow block Effect Description
Distribute by percentage Supported Routes contacts randomly based on a percentage
Loop Supported Executes looping branch for specified amount of times

Branch blocks

Flow block Effect Description
Check Queue Status No Effect Checks Queue Status
Check Staffing No Effect Checks staffing in queues
Check hours of operation Supported Branches based on specified hours of operation.
Check Contact Attributes Supported Branches based on a comparison to the value of a contact attribute.

Integrate blocks

Flow block Effect Description
Create Task Supported Creates a new task manually or by leveraging a task template.
Customer profiles Supported Enables you to retrieve, create, and update a customer profile.
Invoke AWS Lambda Supported Calls AWS Lambda, and optionally returns key-value pairs.
Invoke module Supported Calls a published module, which enables you create reusable sections of a contact flow.

Terminate/Transfer blocks

Flow block Effect Description
Disconnect/Hangup Supported Disconnects the contact and end the audio stream session.
End Flow Supported Ends the current flow without disconnecting the contact.