AWS connect documentation change
Summary
Updated documentation for routing criteria configuration, including new 'When to use this block' section, grammatical improvements, and clarification of routing behavior between standard/agent queues
Security assessment
Changes focus on operational guidance and feature clarification without mentioning security vulnerabilities, access controls, encryption, or other security-related concepts. The new section explains architectural choices between routing methods but does not introduce security features.
Diff
diff --git a/connect/latest/adminguide/set-routing-criteria.md index e4c1b4660..0e704b048 100644 --- a/connect/latest/adminguide/set-routing-criteria.md +++ b/connect/latest/adminguide/set-routing-criteria.md @@ -5 +5 @@ -Prerequisites for Setting Routing Criteria using Predefined AttributesHow routing criteria worksUsing the flow blockSet routing criteria manuallySet routing criteria dynamicallySample Lambda function for setting routing criteriaWhat are the statuses of a routing step and why are they needed?Use routing criteria to target a specific preferred agentScenarios +Prerequisites for setting routing criteria using predefined attributesWhen to use this blockHow routing criteria worksUsing the flow blockSet routing criteria manuallySet routing criteria dynamicallySample Lambda function for setting routing criteriaWhat are the statuses of a routing step and why are they needed?Use routing criteria to target a specific preferred agentScenarios @@ -29 +29 @@ This topic defines the flow block for routing a contact in any channel to the ap - * The Set Routing Criteria block needs to be used with the Transfer To Queue block, as the latter will transfer the contact to the Amazon Connect queue and activate the routing criteria specified on the contact. + * The **Set routing criteria** block needs to be used with the **Transfer to queue** block, as the latter will transfer the contact to the Amazon Connect queue and activate the routing criteria specified on the contact. @@ -36 +36 @@ This topic defines the flow block for routing a contact in any channel to the ap -## Prerequisites for Setting Routing Criteria using Predefined Attributes +## Prerequisites for setting routing criteria using predefined attributes @@ -46,0 +47,31 @@ To set the routing criteria on a contact, you must first complete the following: +## When to use the Set routing criteria block + +There are two ways to route contacts directly to an agent: + + * **Option 1: Use the**Set routing criteria** block to specify routing criteria to prefer an agent**. This option is better when: + + * You want the ability to target multiple agents simultaneously. For example, a four-person support team that is primarily supporting a customer. + + * You want the option to fallback to a broader pool of agents in the queue if the preferred agent(s) are not available. + + * You want the contact to be reported within the standard queue's metrics. + +An advantage of choosing this option is that is uses the agent's userID (such as janedoe) so it's easier to configure than Option 2, which uses the ARN. + +The main downside of routing criteria is that it impacts queue metrics (SLA, queue time, and more). If a contact in QueueA is waiting specifically for Agent12, then it won't get picked up by other agents that are available. It may breach your defined SLAs. The way you'd see this occurring is by looking at the real-time metrics report; see [Use one-click drill-downs](./one-click-drill-downs.html). + +###### Note + +When you set up routing and specify your timeout configurations, keep this scenario in mind to accommodate these impacts. + + * **Option 2: Use the agent's queue**. This option is usually better when: + + * The contact is intended for **only** that specific agent and no one else. + + * You don't want the contact to be reported under a standard queue. For information about standard queues and agent queues, see [Queues: standard and agent](./concepts-queues-standard-and-agent.html). + +For instructions about setting up this option, see [Transfer contacts to agent queue](./transfer-to-agent.html). + + + + @@ -49 +80 @@ To set the routing criteria on a contact, you must first complete the following: -When a contact is transferred to a standard queue, Amazon Connect will activate the first step specified in the routing criteria of the contact. An agent is joined to the contact only when it meets the requirements specified in the active routing step of the contact. If no such agent is found till the expiration duration of the step, then Amazon Connect will move to the next step specified in the routing criteria until one of them is satisfied. When all steps have expired, the contact will be offered to the longest available agent who has the queue in their routing profile. Note that a routing step will never expire in case expiration duration is not specified on the routing step. +When a contact is transferred to a standard queue, Amazon Connect activates the first step specified in the routing criteria of the contact. An agent is joined to the contact only when it meets the requirements specified in the active routing step of the contact. If no such agent is found till the expiration duration of the step, then Amazon Connect moves to the next step specified in the routing criteria until one of them is satisfied. When all steps have expired, the contact is offered to the longest available agent who has the queue in their routing profile. Note that a routing step never expires in case expiration duration is not specified on the routing step. @@ -83 +114 @@ In addition, attributes and routing criteria must have the following; -You can set the desired routing criteria either manually in the contact flow block UI or dynamically based on the output from the Invoke AWS Lambda Function block. +You can set the desired routing criteria either manually in the flow block UI or dynamically based on the output from the Invoke AWS Lambda Function block. @@ -89 +120 @@ You can set the desired routing criteria either manually in the contact flow blo -Using this option, you can set routing criteria on contacts as specified in the `Set Routing Criteria` block manually. See the example of a flow below to where the predefined attribute is added to a routing step manually by picking the attribute and value from a dropdown list. +Using this option, you can set routing criteria on contacts as specified in the `Set routing criteria` block manually. See the example of a flow below to where the predefined attribute is added to a routing step manually by picking the attribute and value from a dropdown list. @@ -101 +132 @@ You can set routing criteria on a contact dynamically based on the output from t - * In the `Set Routing Criteria` block, choose **Set dynamically** option with the above Lambda attributes - **Namespace** as `External` and **Key** as specified in above Lambda response. For example, the key would be `MyRoutingCriteria` as it points to the routing criteria in the sample Lambda response in the following section. + * In the `Set routing criteria` block, choose **Set dynamically** option with the above Lambda attributes - **Namespace** as `External` and **Key** as specified in above Lambda response. For example, the key would be `MyRoutingCriteria` as it points to the routing criteria in the sample Lambda response in the following section. @@ -227 +258 @@ The following Lambda example uses `NOTAttributeCondidtion` and a range of profic - 2. **Active:** When a step is actively being executed for a match the status is set to Active + 2. **Active:** When a step is actively being executed for a match the status is set to Active. @@ -231 +262 @@ The following Lambda example uses `NOTAttributeCondidtion` and a range of profic - 4. **Joined:** Whenever an agent is successfully matched with a contact for a particular step, the step status will be set as _Joined_ + 4. **Joined:** Whenever an agent is successfully matched with a contact for a particular step, the step status will be set as _Joined_. @@ -281 +312 @@ Yes. For example, you could create a two-step routing criteria, where step 1 tar -**See these topics for scenarios that use this block:** +See these topics for scenarios that use this block: