OnPostChatAnalysisAvailable - Amazon Connect
Agent HierarchyInitiation MethodDisconnectReasonAfter Contact Work DurationRouting ProfilePotentialDisconnectIssueCustom User-Defined Segment AttributeConnect AI AgentPostChat words or phrases - Exact matchPostChat words or phrases - Semantic matchPostChat natural language - Semantic matchPostChat words or phrases - Pattern matchPostChat agent conditionPostChat queue conditionPostChat contact attributes conditionPostChat sentiment state conditionPostChat sentiment overall score conditionPostchat sentiment score shift conditionPostChat agent first response time conditionPostChat agent average response time conditionPostChat agent longest response time conditionPostChat agent interaction duration condition

OnPostChatAnalysisAvailable

Agent Hierarchy

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands - Agent hierarchy ARNs.

  • ComparisonValue - "$.ContactLens.PostChat.Agent.HierarchyGroup.ARN"

  • Negate - False

Initiation Method

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands - A validated enum set of possible values.Possible values are as follows:

    • 'INBOUND'

    • 'OUTBOUND'

    • 'TRANSFER'

    • 'QUEUE_TRANSFER'

    • 'CALLBACK'

    • 'API'

    • 'DISCONNECT'

  • ComparisonValue - '$.ContactLens.PostChat.InitiationMethod'

  • Negate - False

DisconnectReason

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands - A validated enum set of possible values. Possible values are as follows:

    • 'TELECOM_BUSY'

    • 'TELECOM_NUMBER_INVALID'

    • 'TELECOM_POTENTIAL_BLOCKING'

    • 'TELECOM_UNANSWERED'

    • 'TELECOM_TIMEOUT'

    • 'TELECOM_ORIGINATOR_CANCEL'

    • 'TELECOM_PROBLEM'

    • 'CUSTOMER_NEVER_ARRIVED'

    • 'THIRD_PARTY_DISCONNECT'

    • 'CUSTOMER_DISCONNECT'

    • 'AGENT_DISCONNECT'

    • 'BARGED'

    • 'CONTACT_FLOW_DISCONNECT'

    • 'OTHER'

    • 'OUTBOUND_DESTINATION_ENDPOINT_ERROR'

    • 'OUTBOUND_RESOURCE_ERROR'

    • 'OUTBOUND_ATTEMPT_FAILED'

    • 'EXPIRED'

    • 'AGENT_NETWORK_DISCONNECT'

    • 'CUSTOMER_CONNECTION_NOT_ESTABLISHED'

    • 'API'

    • 'IDLE_DISCONNECT'

    • 'SYSTEM_ERROR'

    • 'AGENT_COMPLETED'

    • 'TRANSFERRED'

    • 'DISCARDED'

  • ComparisonValue - "$.ContactLens.PostChat.DisconnectReason"

  • Negate - False

After Contact Work Duration

Parameters

  • Operator - "NumberGreaterOrEqualTo" | "NumberLessOrEqualTo"

  • Operands - A positive integer or zero.

  • ComparisonValue - '$.ContactLens.PostChat.Agent.AfterContactWorkDurationSecs'

  • Negate - False

Routing Profile

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands - Routing profile ARNs.

  • ComparisonValue - "$.ContactLens.PostChat.Agent.RoutingProfile"

  • Negate - False

PotentialDisconnectIssue

Parameters

  • Operator - "CONTAINS_ANY" where it is matched by a possible operand or "EQUALS" where the operand has to have no value.

  • Operands - A validated enum of possible values or no value.

  • ComparisonValue - '$.ContactLens.PostChat.PotentialDisconnectIssue'

  • Negate - False

Custom User-Defined Segment Attribute

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands - A list of segment attribute values. The values must be a value in the pre-defined attribute resource.

  • ComparisonValue - "$.ContactLens.ContactEvaluation.SegmentAttributes.UserDefined.[KEY]"

    The KEY must be an instance pre-defined attribute resource.

  • Negate - False

Connect AI Agent

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands - A list of strings. Strings are either a list of different UUIDs by themselves or a list of strings prefixed with the same UUID, with different possible version numbers uuid:2 and uuid:3. For example:

    • Different UUIDs by themselves: ['30682191-2312-4c27-9fc1-752e7a399d52', '2b81c7d5-85bc-459f-b605-0f5280a4301e']

    • Prefixed with the same UUID with different possible version numbers: ['30682191-2312-4c27-9fc1-752e7a399d52:1', '30682191-2312-4c27-9fc1-752e7a399d52:2']

  • ComparisonValue - '$.ContactLens.PostChat.AiAgent.IdWithVersion'

  • FilterClause - 

    {
        LogicOperator: 'AND', // has to be 'AND'
        Filters: [
          { // REQUIRED filter 
            Type: 'AiAgentUseCase',
            Data: {
              Value: 'SelfService', // or 'AgentAssistance'
            },
          },
          { // OPTIONAL filter
            Type: 'AiAgentEscalatedToHuman',
            Data: 'TRUE', // or 'FALSE'
          },
        ],
      },

  • Negate - False

PostChat words or phrases - Exact match

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands – A list of strings

  • ComparisonValue – "$.ContactLens.PostChat.ExactMatch.Transcript"

  • FilterClause –

    {
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "PostChatContactPeriodSeconds", // Optional filter type. If omitted, the rule applies to the full contact
            "Data": { // Either "First" or "Last" needs to be specified. 
                "First": number
             }
        },
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        }
    ]
}

  • Negate - true or false. If set to true, it means If transcript does not contain any of the words mentioned in the Operands.

PostChat words or phrases - Semantic match

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands – A list of strings

  • ComparisonValue – "$.ContactLens.PostChat.SemanticMatch.Transcript"

  • FilterClause –

    {
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "PostChatContactPeriodSeconds", // Optional filter type. If omitted, the rule applies to the full contact
            "Data": { // Either "First" or "Last" needs to be specified. 
                "First": number
             }
        },
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        }
    ]
}

  • Negate - true or false. If set to true, it means If transcript does not contain any of the words mentioned in the Operands.

PostChat natural language - Semantic match

Parameters

  • Operator - "EQUALS"

  • Operands – A list with a single string

  • ComparisonValue – ""$.ContactLens.PostChat.SemanticMatch.Phrase"

  • FilterClause –

    {
     Operator: "EQUALS",
     Operands: [
          "Customer called to change their address and agent proceeded with the address change during the call."
     ],
     ComparisonValue: "$.ContactLens.PostChat.SemanticMatch.Phrase",
     Negate: true or false
},

  • Negate - true or false. If set to true, it means If transcript does not contain any of the words mentioned in the Operands.

PostChat words or phrases - Pattern match

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands – A list of pattern match objects. See PatternMatch Operands.

  • ComparisonValue – "$.ContactLens.PostChat.PatternMatch.Transcript"

  • FilterClause –

    {
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "PostChatContactPeriodSeconds", // Optional filter type. If omitted, the rule applies to the full contact
            "Data": { // Either "First" or "Last" needs to be specified. 
                "First": number
             }
        },
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        },
        {
            "Type": "PatternMatchLanguageFilter",
            "Data": "EN"|"ES"|"AR"|"DE"|"FR"|"HI"|"IT"|"PT"|"KO"|"JA"|"ZH"
        }
    ]
}

  • Negate - true or false. If set to true, it means If the transcript does not contain any of the words mentioned in the Operands.

PostChat agent condition

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands – A list of agent IDs

  • ComparisonValue – "$.ContactLens.PostChat.Agent.AgentId"

  • Negate - false

PostChat queue condition

Parameters

  • Operator - "EQUALS"

  • Operands – No value

  • ComparisonValue – "$.ContactLens.PostChat.Queue.QueueId"

  • Negate - False

PostChat contact attributes condition

Parameters

  • Operator - "EQUALS"

  • Operands – An array of string, array length can only be 1. Value is the contact attribute value.

  • ComparisonValue – "$.ContactLens.PostChat.ContactAttribute.YOUR_ATTRIBUTE_KEY"

  • Negate - true/false. If set to true, it means YOUR_ATTRIBUTE_KEY does not equal to the attribute value specified in the Operands .

PostChat sentiment state condition

Parameters

  • Operator - "EQUALS"

  • Operands – An array of string, array length can only be 1. Value is one of "POSITIVE", "NEGATIVE", "NEUTRAL".

  • ComparisonValue – "$.ContactLens.PostChat.Sentiment.State"

  • FilterClause – 

    {
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        },
    ]
}

  • Negate - false

PostChat sentiment overall score condition

Parameters

  • Operator - "NumberLessOrEqualTo" | "NumberGreaterOrEqualTo"

  • Operands – An array of number, array length can only be 1. Value is an integer between -5 and 5, inclusive.

  • ComparisonValue – "$.ContactLens.PostChat.Sentiment.OverallScore"

  • FilterClause – 

    {
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        },
    ]
}

  • Negate - false

Postchat sentiment score shift condition

PostChat sentiment score shift condition has a compound condition format where Operator is an AND condition and its operands consist of two conditions that represent beginning and end score respectively.

Parameters that represent the beginning score

  • Operator - "NumberLessOrEqualTo" | "NumberGreaterOrEqualTo"

  • Operands – An array of number, array length can only be 1. Value is an integer between -5 and 5, inclusive.

  • ComparisonValue – "$.ContactLens.PostChat.Sentiment.Score.Beginning"

  • FilterClause – 

    {
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        },
    ]
}

  • Negate - false

Parameters that represent the end score

  • Operator - "NumberLessOrEqualTo" | "NumberGreaterOrEqualTo"

  • Operands – An array of number, array length can only be 1. Value is an integer between -5 and 5, inclusive.

  • ComparisonValue – "$.ContactLens.PostChat.Sentiment.Score.End"

  • FilterClause – 

    {
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        },
    ]
}

  • Negate - false

Following is an example:

{
        "Operator": "AND",
        "Operands": [
          {
            "Operator": "NumberGreaterOrEqualTo",
            "Operands": [
              2
            ],
            "ComparisonValue": "$.ContactLens.PostChat.Sentiment.Score.Beginning",
            "FilterClause": {
              "LogicOperator": "AND",
              "Filters": [
                {
                  "Type": "ParticipantRole",
                  "Data": "AGENT"
                }
              ]
            },
            "Negate": false
          },
          {
            "Operator": "NumberGreaterOrEqualTo",
            "Operands": [
              3
            ],
            "ComparisonValue": "$.ContactLens.PostChat.Sentiment.Score.End",
            "FilterClause": {
              "LogicOperator": "AND",
              "Filters": [
                {
                  "Type": "ParticipantRole",
                  "Data": "AGENT"
                }
              ]
            },
            "Negate": false
          }
        ]
      }

PostChat agent first response time condition

Parameters

  • Operator - "NumberLessOrEqualTo" | "NumberGreaterOrEqualTo"

  • Operands – An array of number, array length can only be 1. Value is an integer with minimum value 1.

  • ComparisonValue – "$.ContactLens.PostChat.ResponseTime.Agent.FirstResponseTimeSecs"

  • Negate - false

PostChat agent average response time condition

Parameters

  • Operator - "NumberLessOrEqualTo" | "NumberGreaterOrEqualTo"

  • Operands – An array of number, array length can only be 1. Value is an integer with minimum value 1.

  • ComparisonValue – "$.ContactLens.PostChat.ResponseTime.Agent.AverageTimeSecs"

  • Negate - false

PostChat agent longest response time condition

Parameters

  • Operator - "NumberLessOrEqualTo" | "NumberGreaterOrEqualTo"

  • Operands – An array of number, array length can only be 1. Value is an integer with minimum value 1.

  • ComparisonValue – "$.ContactLens.PostChat.ResponseTime.Agent.LongestTimeSecs"

  • Negate - false

PostChat agent interaction duration condition

Parameters

  • Operator - "NumberLessOrEqualTo" | "NumberGreaterOrEqualTo"

  • Operands – An array of number, array length can only be 1. Value is an integer with minimum value 1.

  • "$.ContactLens.PostChat.Agent.AgentInteractionDurationSecs"

  • Negate - false