OnContactEvaluationSubmit - Amazon Connect
Agent HierarchyInitiation MethodDisconnectReasonRouting ProfilePotentialDisconnectIssueCustom User-Defined Segment AttributeContactEvaluation - Results available conditionContactEvaluation - Form score conditionContactEvaluation - Section ScoreContactEvaluation - Question and AnswerContactEvaluation - agent conditionContactEvaluation - queue conditionContactEvaluation - contact attributes condition

OnContactEvaluationSubmit

Agent Hierarchy

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands - Agent hierarchy ARNs.

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

  • Negate - False

Routing Profile

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands - Routing profile ARNs.

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

  • Negate - False

PotentialDisconnectIssue

Parameters

  • Operator - "CONTAINS_ANY" or "EQUALS"

  • Operands - A validated enum of possible values.

  • ComparisonValue - '$.ContactLens.ContactEvaluation.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 or true

ContactEvaluation - Results available condition

Parameters

  • Operator - "EQUALS"

  • Operands – An array of string, array length can only be 1. Value is the evaluation form ID.

  • ComparisonValue – "$.ContactLens.ContactEvaluation.Form.FormId"

  • Negate – false

ContactEvaluation - Form score condition

ContactEvaluation form score condition has a compound condition format where Operator is an AND condition and its operands consist of two conditions that represent the form and the form score.

Parameters that represent the form: See ContactEvaluation - Results available condition

Parameters that represent the form score:

  • Operator - "NumberLessOrEqualTo" | "NumberGreaterOrEqualTo"

  • Operands – An array of number, array length can only be 1. Value is the form score.

  • ComparisonValue – "$.ContactLens.ContactEvaluation.Form.Score"

  • Negate – false

Following is an example.

{
    "Operator": "AND",
    "Operands": [
        {
            "Operator": "EQUALS",
            "Operands": ["11111111-1234-5678-9123-12345678012"],
            "ComparisonValue": "$.ContactLens.ContactEvaluation.Form.FormId",
            "Negate": false
        },
        {
            "Operator": "NumberLessOrEqualTo",
            "Operands": [50],
            "ComparisonValue": "$.ContactLens.ContactEvaluation.Form.Score",
            "Negate":false
        },
    ]
}

ContactEvaluation - Section Score

ContactEvaluation section score condition has a compound condition format where Operator is an AND condition and its operands consist of three conditions that represent the form, section, and section score respectively.

Parameters that represent the form: See ContactEvaluation - Results available condition

Parameters that represent the section:

  • Operator - "EQUALS"

  • Operands – An array of string, array length can only be 1. Value is the section reference ID.

  • ComparisonValue – "$.ContactLens.ContactEvaluation.Section.SectionRefId"

  • Negate – false

Parameters that represent the section score:

  • Operator - "NumberLessOrEqualTo" | "NumberGreaterOrEqualTo"

  • Operands – An array of number, array length can only be 1. Value is the section score.

  • ComparisonValue – "$.ContactLens.ContactEvaluation.Section.Score"

  • Negate – false

Following is an example.

{
    "Operator": "AND",
    "Operands": [
        {
            "Operator": "EQUALS",
            "Operands": ["11111111-1234-5678-9123-12345678012"],
            "ComparisonValue": "$.ContactLens.ContactEvaluation.Form.FormId",
            "Negate": false
        },
        {
            "Operator": "EQUALS",
            "Operands": ["s12345678"],
            "ComparisonValue": "$.ContactLens.ContactEvaluation.Section.SectionRefId",
            "Negate":false
        },
        {
            "Operator": "NumberLessOrEqualTo",
            "Operands": [50],
            "ComparisonValue": "$.ContactLens.ContactEvaluation.Section.Score",
            "Negate":false
        },
    ]
}

ContactEvaluation - Question and Answer

ContactEvaluation question and answer condition has a compound condition format where Operator is an AND condition and its operands consist of three conditions that represent the form, question, and answer value respectively.

Parameters that represent the form: See ContactEvaluation - Results available condition

Parameters that represent the question:

  • Operator - "EQUALS"

  • Operands – An array of string, array length can only be 1. Value is the question reference ID.

  • ComparisonValue – "$.ContactLens.ContactEvaluation.Question.QuestionRefId"

  • Negate – false

Parameters that represent a numeric answer:

  • Operator - "NumberLessOrEqualTo" | "NumberGreaterOrEqualTo"

  • Operands – An array of number, array length can only be 1. Value is the answer value.

  • ComparisonValue – "$.ContactLens.ContactEvaluation.Question.Answer.Value"

  • Negate – false

Following is an example for a numeric question type.

{
    "Operator": "AND",
    "Operands": [
        {
            "Operator": "EQUALS",
            "Operands": ["11111111-1234-5678-9123-12345678012"],
            "ComparisonValue": "$.ContactLens.ContactEvaluation.Form.FormId",
            "Negate": false
        },
        {
            "Operator": "EQUALS",
            "Operands": ["s12345678"],
            "ComparisonValue": "$.ContactLens.ContactEvaluation.Question.QuestionRefId",
            "Negate":false
        },
        {
            "Operator": "NumberLessOrEqualTo",
            "Operands": [5],
            "ComparisonValue": "$.ContactLens.ContactEvaluation.Question.Answer.Value",
            "Negate":false
        }
    ]
}
Parameters that represent a single select answer:

  • Operator - "EQUALS"

  • Operands – An array of string, array length can only be 1. Value is the answer reference ID.

  • ComparisonValue – "$.ContactLens.ContactEvaluation.Question.Answer.ValueRefId"

  • Negate – true/false. If set to true, it means The answer is not equal to the answer reference ID specified in the Operands.

Following is an example for single select question type.

{
    "Operator": "AND",
    "Operands": [
        {
            "Operator": "EQUALS",
            "Operands": ["11111111-1234-5678-9123-12345678012"],
            "ComparisonValue": "$.ContactLens.ContactEvaluation.Form.FormId",
            "Negate": false
        },
        {
            "Operator": "EQUALS",
            "Operands": ["q12345678"],
            "ComparisonValue": "$.ContactLens.ContactEvaluation.Question.QuestionRefId",
            "Negate":false
        },
        { // for single select question type
            "Operator": "EQUALS",
            "Operands": ["o12345678"],
            "ComparisonValue": "$.ContactLens.ContactEvaluation.Question.Answer.ValueRefId",
            "Negate":false
       },
    ]
}

ContactEvaluation - agent condition

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands – A list of agent IDs.

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

  • Negate – false

ContactEvaluation - queue condition

Parameters

  • Operator – "EQUALS"

  • Operands – No value

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

  • Negate – False

ContactEvaluation - 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.ContactEvaluation.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.