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Amazon Connect 联络事件

Amazon Connect 允许您在 Amazon Connect 联络中心订阅近乎实时的联络（语音呼叫、聊天和任务）事件流（例如，已排队的呼叫）。

您可以使用联络事件创建分析控制面板来监控和跟踪联络活动，集成到人力资源管理 (WFM) 解决方案中以更好地了解联络中心的绩效，或者集成对事件（例如呼叫断开连接）做出实时反应的应用程序。

联系事件数据模型

联络事件以 JSON 格式生成。对于每种事件类型，都会按照规则中的配置向您选择的目标发送一个 JSON blob。提供的联络事件如下：

AgentInfo

AgentInfo 对象包括以下属性：

AttributeCondition

用于指定预定义的属性条件的对象。

活动

与活动相关的信息。

类型：活动对象

联络事件

Contact 对象包括以下属性：

CustomerVoiceActivity

CustomerVoiceActivity 对象包括以下属性：

Expiry

用于指定路由步骤到期时间的对象。

Expression

标签集合，用于为路由步骤指定表达式。

QueueInfo

QueueInfo 对象包括以下属性：

RoutingCriteria

路由标准列表。每次更新联系路由标准时，都会将其添加到此列表中。

Steps

当 Amazon Connect 在给定步骤持续时间内找不到符合步骤要求的可用座席时，路由标准将按顺序进入下一步，直到有座席加入。当所有步骤都用完后，将向队列中的任何座席提供联系信息。

SystemEndpoint

系统端点。例如，对于 INBOUND，该值为客户拨打的电话号码。对于 OUTBOUND 和 EXTERNAL_OUTBOUND，这是分配给用于给客户拨号的出站队列的出站呼叫方 ID 号码。

Endpoint

有关端点的信息。在 Amazon Connect 中，端点是联系目的地，如客户电话号码或联络中心电话号码。

Recordings

如果记录已启用，则该值为记录的有关信息。

RecordingsInfo

有关录音、聊天记录或屏幕记录的信息。

ContactDetails

是一个由字符串键值对组成的映射，其中包含可在联系中轻松键入的用户定义属性。此对象仅用于任务联系。

ContactEvaluations

有关联系评估的信息，其中键为 FormId（表单的唯一标识符）。

ContactEvaluation

StateTransitions

主管的 StateTransition 列表。

StateTransition

有关主管状态转换的信息。

OutboundStrategy

有关出站策略的信息。

类型：OutboundStrategy 对象

联系人时间戳

ChatContactMetrics

有关参与者在联系层面上的总体互动的信息。

ParticipantMetrics

有关参与者在联系中互动的信息。

订阅 Amazon Connect 联络事件

Amazon Connect 联络事件使用 Amazon EventBridge 发布，通过创建新规则，只需几个步骤即可在 Amazon EventBridge 控制台中为您的 Amazon Connect 实例启用。尽管事件不是有序的，但它们有时间戳，允许您使用数据。

尽最大努力发出事件。

要订阅 Amazon Connect 联络事件：

有关配置规则的更多信息，请参阅《Amazon EventBridge 用户指南》中的 Amazon EventBridge 规则。

停止流式传输事件类型的示例

以下示例显示了如何停止将 CONTACT_DATA_UPDATED 事件从 Amazon Connect 流式传输到 EventBridge。

{
  "source": [
    "aws.connect"
  ],
  "detail-type": [
    "Amazon Connect Contact Event"
  ],
  "detail": {
    "eventType": [
      {
        "anything-but": [
          "CONTACT_DATA_UPDATED"
        ]
      }
    ]
  }
} 

语音呼叫连接到座席时的联络事件示例

{
    "version": "0",
    "id": "abcabcab-abca-abca-abca-abcabcabcabc",
    "detail-type": "Amazon Connect Contact Event",
    "source": "aws.connect",
    "account": "111122223333",
    "time": "2021-08-04T17:43:48Z",
    "region": "your-region",
    "resources": [
        "arn:aws:...",
        "contactArn",
        "instanceArn"
    ],
    "detail": {
        "initiationTimestamp":"2021-08-04T17:17:53.000Z",
        "contactId":"11111111-1111-1111-1111-111111111111",
        "channel":"VOICE",
        "instanceArn":"arn:aws::connect:your-region:123456789012:instance/12345678-1234-1234-1234-123456789012",
        "initiationMethod":"INBOUND",
        "eventType":"CONNECTED_TO_AGENT",
        "agentInfo":{
          "agentArn":"arn:aws::connect:your-region:123456789012:instance/12345678-1234-1234-1234-123456789012/agent/12345678-1234-1234-1234-123456789012",
          "connectedToAgentTimestamp":"2021-08-04T17:29:09.000Z",
          "hierarchyGroups": { 
                         "level1": {
                            "arn": "arn:aws:connect:your-region:012345678901:instance/12345678-1234-1234-1234-123456789012/agent-group/abcdefgh-1234-1234-1234-12345678901a",
                        },
                        "level2": {
                            "arn": "arn:aws:connect:your-region:012345678901:instance/12345678-1234-1234-1234-123456789012/agent-group/abcdefgh-1234-1234-1234-12345678901b",
                        },
                        "level3": {
                            "arn": "arn:aws:connect:your-region:012345678901:instance/12345678-1234-1234-1234-123456789012/agent-group/abcdefgh-1234-1234-1234-12345678901c",
                        },
                        "level4": {
                            "arn": "arn:aws:connect:your-region:012345678901:instance/12345678-1234-1234-1234-123456789012/agent-group/abcdefgh-1234-1234-1234-12345678901d",
                        },
                        "level5": {
                            "arn": "arn:aws:connect:your-region:012345678901:instance/12345678-1234-1234-1234-123456789012/agent-group/abcdefgh-1234-1234-1234-12345678901e",
                        }
                 } 
            }
        },   
         "queueInfo": {  
            "queueType":"type",
            "queueArn":"arn:aws::connect:your-region:123456789012:instance/12345678-1234-1234-1234-123456789012/queue/12345678-1234-1234-1234-123456789012",
            "enqueueTimestamp":"2021-08-04T17:29:04.000Z"
          },
         "tags": {
            "aws:connect:instanceId":"12345678-1234-1234-1234-123456789012",
            "aws:connect:systemEndpoint":"+11234567890"
         } 
    }
}

语音呼叫断开连接时的联络事件示例

以下事件示例显示了具有用户定义标签的联系人，该标签的键为 Dept。请注意，当 initiationMethod 为 OUTBOUND 时，EventBridge 接收到的事件中不包含 queueInfo。

{
    "version": "0",
    "id": "the event ID",
    "detail-type": "Amazon Connect Contact Event",
    "source": "aws.connect",
    "account": "111122223333",
    "time": "2021-08-04T17:43:48Z",
    "region": "your-region",
    "resources": [
        "arn:aws:...", 
        "contactArn", 
        "instanceArn"
    ],
    "detail": {
        "eventType": "DISCONNECTED",
        "contactId": "11111111-1111-1111-1111-111111111111",
        "initialContactId": "11111111-2222-3333-4444-555555555555",
        "previousContactId": "11111111-2222-3333-4444-555555555555",
        "channel": "Voice",
        "instanceArn": "arn:aws::connect:your-region:123456789012:instance/12345678-1234-1234-1234-123456789012",
        "initiationMethod": "OUTBOUND",
        "initiationTimestamp":"2021-08-04T17:17:53.000Z",
        "connectedToSystemTimestamp":"2021-08-04T17:17:55.000Z",
        "disconnectTimestamp":"2021-08-04T17:18:37.000Z",
        "agentInfo": {
            "agentArn": "arn",
            "connectedToAgentTimestamp":"2021-08-04T17:29:09.000Z",
            "hierarchyGroups": { 
                 "level1": {
                    "arn": "arn:aws:connect:your-region:012345678901:instance/12345678-1234-1234-1234-123456789012/agent-group/abcdefgh-1234-1234-1234-12345678901a",
                },
                "level2": {
                    "arn": "arn:aws:connect:your-region:012345678901:instance/12345678-1234-1234-1234-123456789012/agent-group/abcdefgh-1234-1234-1234-12345678901b",
                },
                "level3": {
                    "arn": "arn:aws:connect:your-region:012345678901:instance/12345678-1234-1234-1234-123456789012/agent-group/abcdefgh-1234-1234-1234-12345678901c",
                },
                "level4": {
                    "arn": "arn:aws:connect:your-region:012345678901:instance/12345678-1234-1234-1234-123456789012/agent-group/abcdefgh-1234-1234-1234-12345678901d",
                },
                "level5": {
                    "arn": "arn:aws:connect:your-region:012345678901:instance/12345678-1234-1234-1234-123456789012/agent-group/abcdefgh-1234-1234-1234-12345678901e",
                }
            } 
        },
           
        "CustomerVoiceActivity": {
           "greetingStartTimestamp":"2021-08-04T17:29:20.000Z",
           "greetingEndTimestamp":"2021-08-04T17:29:22.000Z",
        },
        "tags": {
            "aws:connect:instanceId":"12345678-1234-1234-1234-123456789012",
            "aws:connect:systemEndpoint":"+11234567890",
            "Dept":"Finance"
        }
    }
}

联系属性更新时的事件示例

{
"version": "0",
    "id": "the event ID",
    "detail-type": "Amazon Connect Contact Event",
    "source": "aws.connect",
    "account": "the account ID",
    "time": "2021-08-04T17:43:48Z",
    "region": "your-region",
    "resources": [
        "arn:aws:...", 
        "contactArn", 
        "instanceArn"
    ],
"detail": {
    "eventType": "CONTACT_DATA_UPDATED",
    "contactId": "the contact ID",
    "channel": "CHAT",
    "instanceArn": "arn:aws:connect:us-west-2:the account ID:instance/the instance ID",
    "initiationMethod": "API",
    "queueInfo": {
        "queueArn": "arn:aws:connect:us-west-2:the account ID:instance/the instance ID/queue/the queue ID",
        "enqueueTimestamp": "2023-10-24T02:39:15.240Z",
        "queueType": "STANDARD"
    },
    "agentInfo": {
        "agentArn": "arn:aws:connect:us-west-2:the account ID:instance/the instance ID/agent/the agent ID",
        "connectedToAgentTimestamp": "1970-01-01T00:00:00.001Z",
        "hierarchyGroups": {
            "level1": {
                "arn": "arn:aws:connect:us-west-2:the account ID:instance/the instance ID/agent-group/the agent group ID"
            },
            "level2": {
                "arn": "arn:aws:connect:us-west-2:the account ID:instance/the instance ID/agent-group/the agent group ID"
            },
            "level3": {
                "arn": "arn:aws:connect:us-west-2:the account ID:instance/the instance ID/agent-group/the agent group ID"
            },
            "level4": {
                "arn": "arn:aws:connect:us-west-2:the account ID:instance/the instance ID/agent-group/the agent group ID"
            }
        }
    },
    "updatedProperties": ["ContactLens.ConversationalAnalytics.Configuration"],
    "initiationTimestamp": "2023-10-24T02:39:15.154Z",
    "connectedToSystemTimestamp": "1970-01-01T00:00:00.001Z",
    "tags": {
        "aws:connect:instanceId": "the instance ID"
       },
    "contactLens": {
        "conversationalAnalytics": {
            "configuration": {
                "enabled": true,
                "channelConfiguration": {
                    "analyticsModes": ["PostContact"]
                },
                "languageLocale": "en-US",
                "redactionConfiguration": {
                    "behavior": "Enable",
                    "policy": "RedactedAndOriginal",
                    "entities": ["EMAIL"],
                    "maskMode": "EntityType"
                }
            }
        }
    }
}
}

使用路由标准将语音呼叫连接到座席时的联络事件示例

{
    "version": "0",
    "id": "abcabcab-abca-abca-abca-abcabcabcabc",
    "detail-type": "Amazon Connect Contact Event",
    "source": "aws.connect",
    "account": "111122223333",
    "time": "2021-08-04T17:43:48Z",
    "region": "your-region",
    "resources": [
        "arn:aws:...",
        "contactArn",
        "instanceArn"
    ],
    "detail": {
        "ContactId": "12345678-1234-1234-1234-123456789012",
        "Channel": "VOICE",
        "InstanceArn": "arn:aws::connect:us-west-2:123456789012:instance/12345678-1234-1234-1234-123456789012",
        "InitiationMethod": "INBOUND",
        "EventType": "CONNECTED_TO_AGENT",
        "AgentInfo": {
            "AgentArn": "arn:aws::connect:us-west-2:123456789012:instance/12345678-1234-1234-1234-123456789012/agent/12345678-1234-1234-1234-123456789012",
            "ConnectedToAgentTimestamp": "2021-08-04T17:29:09.000Z"
        },
        "QueueInfo": {
            "QueueType": "type",
            "QueueArn": "arn:aws::connect:us-west-2:123456789012:instance/12345678-1234-1234-1234-123456789012/queue/12345678-1234-1234-1234-123456789012",
            "EnqueueTimestamp": "2021-08-04T17:29:04.000Z"
        },
        "tags": {
            "aws:connect:instanceId":"12345678-1234-1234-1234-123456789012",
            "aws:connect:systemEndpoint":"+11234567890"
        },
        "RoutingCriteria": [{
            "ActivationTimestamp": "2021-08-04T17:29:04.000Z",
            "Index": 0,
            "Steps": [{
                "Status": "JOINED",
                "Expiry": {
                    "DurationInSeconds": 60,
                },
                "Expression": {
                    "OrExpression": [{
                       "AttributeCondition": {
                           "Name": "Technology",
                           "ComparisonOperator": "NumberGreaterOrEqualTo",
                           "ProficiencyLevel": 2.0,
                           "Value": "AWS Kinesis"
                       }
                    },
                    {
                       "AttributeCondition": {
                           "Name": "Language",
                           "ComparisonOperator": "NumberGreaterOrEqualTo",
                           "ProficiencyLevel": 4.0,
                           "Value": "English"
                        }
                    }],
                    "AndExpression": [{
                        "AttributeCondition": {
                            "Name": "Language",
                            "ComparisonOperator": "NumberGreaterOrEqualTo",
                            "ProficiencyLevel": 2.0,
                            "Value": "Spanish"
                        }
                    }]
                }
            }]
        }]
    }
}              
        

联系人路由步骤到期时的事件示例

{
    "version": "0",
    "id": "the event ID",
    "detail-type": "Amazon Connect Contact Event",
    "source": "aws.connect",
    "account": "the account ID",
    "time": "2021-08-04T17:43:48Z",
    "region": "your-region",
    "resources": [
        "arn:aws:...", 
        "contactArn", 
        "instanceArn"
    ],
    "detail": {
        "eventType":"CONTACT_DATA_UPDATED",
        "contactId":"12345678-1234-1234-1234-123456789012",
        "channel":"CHAT",
        "instanceArn":"arn:aws::connect:us-west-2:123456789012:instance/12345678-1234-1234-1234-123456789012",
        "initiationMethod":"API",
        "queueInfo":{
            "queueArn":"arn:aws:connect:us-west-2:123456789012:instance/12345678-1234-1234-1234-123456789012/queue/12345678-1234-1234-1234-123456789012",
            "enqueueTimestamp":"2023-11-01T18:33:03.062Z",
            "queueType":"STANDARD"
        },
        "updatedProperties":["RoutingCriteria.Step.Status"],
        "initiationTimestamp":"2023-11-01T18:33:00.716Z",
        "connectedToSystemTimestamp":"2023-11-01T18:33:01.736Z",
        "tags":{
            "aws:connect:instanceId":"12345678-1234-1234-1234-123456789012"
        },
        "routingCriteria":{
            "steps":[{
                "expiry":{
                    "durationInSeconds":50,
                    "expiryTimestamp":"2023-11-01T18:34:54.275Z"
                },
                "expression":{
                    "attributeCondition":{
                        "name":"Location",
                        "value":"AZ",
                        "proficiencyLevel":3.0,
                        "comparisonOperator":"NumberGreaterOrEqualTo"
                    }
                },
                "status":"EXPIRED"
            },
            {
                "expiry":{
                    "durationInSeconds":10
                },
                "expression":{
                    "attributeCondition":{
                        "name":"Language",
                        "value":"Spanish",
                        "proficiencyLevel":4.0,
                        "comparisonOperator":"NumberGreaterOrEqualTo"
                    }
                },
                "status":"ACTIVE"
            },
            {
                "expression":{
                    "attributeCondition":{
                        "name":"Language",
                        "value":"Spanish",
                        "proficiencyLevel":1.0,
                        "comparisonOperator":"NumberGreaterOrEqualTo"
                    }
                },
                "status":"INACTIVE"
            }],
            "activationTimestamp":"2023-11-01T18:34:04.275Z",
            "index":1
        }
    }
}           
        

使用路由标准将语音通话连接到客户提供的座席时的联系事件示例

{
    "version": "0",
    "id": "abcabcab-abca-abca-abca-abcabcabcabc",
    "detail-type": "Amazon Connect Contact Event",
    "source": "aws.connect",
    "account": "111122223333",
    "time": "2021-08-04T17:43:48Z",
    "region": "your-region",
    "resources": [
        "arn:aws:...",
        "contactArn",
        "instanceArn"
    ],
    "detail": {
        "ContactId": "12345678-1234-1234-1234-123456789012",
        "Channel": "VOICE",
        "InstanceArn": "arn:aws::connect:us-west-2:123456789012:instance/12345678-1234-1234-1234-123456789012",
        "InitiationMethod": "INBOUND",
        "EventType": "CONNECTED_TO_AGENT",
        "AgentInfo": {
            "AgentArn": "arn:aws::connect:us-west-2:123456789012:instance/12345678-1234-1234-1234-123456789012/agent/12345678-1234-1234-1234-123456789012",
            "ConnectedToAgentTimestamp": "2021-08-04T17:29:09.000Z"
        },
        "QueueInfo": {
            "QueueType": "type",
            "QueueArn": "arn:aws::connect:us-west-2:123456789012:instance/12345678-1234-1234-1234-123456789012/queue/12345678-1234-1234-1234-123456789012",
            "EnqueueTimestamp": "2021-08-04T17:29:04.000Z"
        },
        "tags": {
            "aws:connect:instanceId":"12345678-1234-1234-1234-123456789012",
            "aws:connect:systemEndpoint":"+11234567890"
        },
        "RoutingCriteria": [{
            "ActivationTimestamp": "2021-08-04T17:29:04.000Z",
            "Index": 0,
            "Steps": [{
                "Status": "JOINED",
                "Expiry": {
                    "DurationInSeconds": 60,
                },
                "Expression": {
                    "AttributeCondition": {
                        "ComparisonOperator": "Match",
                        "MatchCriteria": {
                            "AgentsCriteria": {
                                "AgentIds": ["AGENT_1"]
                            }
                        }
                    }
                }
            }]
        }]
    }
}