Ingest agent activities from third-party applications to evaluate agent performance - Amazon Connect
Ingest activitiesEvaluate external activities

Ingest agent activities from third-party applications to evaluate agent performance

You can import agent activities completed in third-party applications into Amazon Connect. These activities are imported as Amazon Connect tasks, which you can evaluate alongside work completed in Amazon Connect. This provides managers with a unified application for quality management.

To import activities completed in third-party applications (such as application processing or social media interactions) as completed tasks, use the CreateContact API. When you import these activities, you can capture details relevant for performance evaluation as task attributes. Unlike tasks created in the Amazon Connect admin website, these imported tasks are already marked as completed and don't need to be accepted by the agent who completed the activity in the external application.

Managers can then evaluate these external activities alongside native Amazon Connect interactions and back-office tasks. This gives managers a unified view of agent performance in the Agent performance evaluations dashboard.

How to ingest activities from third-party applications

The following steps are typically performed by an IT admin.

  • Ensure that agents or back-office workers who you want to evaluate are users on Amazon Connect. To add new users, see Add users to Amazon Connect.

  • Use the CreateContact API to ingest all external activities completed by these agents into Amazon Connect as completed Amazon Connect tasks.

    You can ingest:

    • All activities completed in third-party applications (for example, triggered by the completion of these activities). This provides you with a comprehensive view of agent activities in a single application.

    • A percentage of agents' external activities as a sample that you use for performance evaluation.

    Following is a sample API request for ingesting a claims authorization activity that was completed in another system.

    awscurl \
--service connect \
-X PUT \
'https://connect.us-east-1.amazonaws.com/Prod/contact/create-contact' \
--region us-east-1 \
-d \
'{
  "Channel":"TASK",
  "InstanceId":"8f3b9ab3-df68-4124-8573-2626b5c939ac", 
  "InitiationMethod":"API",
  "InitiateAs":"COMPLETED",
  "UserInfo": {"UserId": "arn:aws:connect:us-west-2:295154396770:instance/8f3b9ab3-df68-4124-8573-2626b5c939ac/agent/1c99b776-8e56-4aaa-a1bf-b950ffbe61e4"},
  "Name": "Processing Authorization #12345",
  "Description": "Customer Name: John Doe; Customer Condition: Asthma; Medication: Levocetrizin",
  "Attributes": {
    "Authorization": "12345",
    "ExternalContactType": "Authorization" 
  },
  "References": {
    "ThirdPartySystemURL": {
      "Type": "URL",
      "Value": "https://example.com/customer/12345"
    }
  }
}'

  • You can add additional activity information within attributes. This information may be useful for quality managers who are searching and evaluating contacts. For example, the previous API call includes the a custom attribute called ExternalContactType. It enables managers to distinguish between different types of external activities within Contact search.

    You can also add links to the third-party system within contact references. These links enable managers to reference additional information that's not included with the task.

  • To enable managers to search for activities using these attributes, you need to enable search on these attributes. For more information, see Search for contacts in Amazon Connect by using custom contact attributes.

    Note

    Only tasks that are created after this setting is configured are searchable using these attributes.

How to evaluate external activities

The following steps are typically performed by managers.

Managers can evaluate ingested activities in Amazon Connect the same way that they evaluate native Amazon Connect contacts. For more information, see Evaluate agent performance.

If your admin has configured search on custom contact attributes, you can search for external activities with identifiers, such as the type of activity and ID.

The following image shows a search for Completed contacts, with Attribute = ExternalContactType.

A contact search for completed contacts with Attribute = ExternalContactType.

The following image shows an example of what contact details look like for a completed external contact. In this image:

  • Channel subtype = connect:ExternalTask

  • Initiation method = API

  • References includes the URL to the third-party system

Contact details for an external contact.