AWS connect documentation change
Summary
Reorganized documentation structure, updated section ordering, and modified relative links for analytics data lake tables. Added 'Configuration data' section and removed redundant 'Analytics data lake' path from links.
Security assessment
The changes are structural/organizational with no evidence of addressing security vulnerabilities. While voice authentication and fraud detection fields exist in the documentation, these were present before the diff and the changes only reorder existing content without adding new security features.
Diff
diff --git a/connect/latest/adminguide/data-type-definitions.md b/connect/latest/adminguide/data-type-definitions.md index 618e42378..f58847c86 100644 --- a//connect/latest/adminguide/data-type-definitions.md +++ b//connect/latest/adminguide/data-type-definitions.md @@ -5 +5 @@ -Contacts recordContact Lens conversational analyticsContact statistic recordAgent queue statistic recordAgent statistic recordContact evaluation recordContact flow events +Agent queue statistic recordAgent statistic recordContact Lens conversational analyticsContact evaluation recordContact flow eventsContacts recordContact statistic record @@ -7 +7 @@ Contacts recordContact Lens conversational analyticsContact statistic recordAgen -# Data type definitions for Amazon Connect Analytics data lake +# Data type definitions for the Amazon Connect analytics data lake @@ -9 +9 @@ Contacts recordContact Lens conversational analyticsContact statistic recordAgen -This topic details the content in the Amazon Connect Analytics data lake tables. Each table lists the column, type, and description of the content in the table. +This topic details the content in the Amazon Connect analytics data lake tables. Each table lists the column, type, and description of the content in the table. @@ -13,6 +12,0 @@ This topic details the content in the Amazon Connect Analytics data lake tables. - * Contacts record - - * Contact Lens conversational analytics - - * Contact statistic record - @@ -22,0 +17,2 @@ This topic details the content in the Amazon Connect Analytics data lake tables. + * Contact Lens conversational analytics + @@ -27 +23 @@ This topic details the content in the Amazon Connect Analytics data lake tables. - * [Forecasting data in Analytics data lake](./data-lake-forecasting-data.html) + * Contacts record @@ -29 +25 @@ This topic details the content in the Amazon Connect Analytics data lake tables. - * [Outbound campaigns data in Analytics data lake](./data-lake-outbound-campaigns-data.html) + * Contact statistic record @@ -33,2 +29 @@ This topic details the content in the Amazon Connect Analytics data lake tables. - * [Scheduling data in Analytics data lake](./data-lake-scheduling.html) - + * [Configuration data](./data-lake-configuration-data.html) @@ -35,0 +31 @@ This topic details the content in the Amazon Connect Analytics data lake tables. + * [Forecasting data](./data-lake-forecasting-data.html) @@ -36,0 +33 @@ This topic details the content in the Amazon Connect Analytics data lake tables. + * [Outbound campaigns data](./data-lake-outbound-campaigns-data.html) @@ -38,113 +35 @@ This topic details the content in the Amazon Connect Analytics data lake tables. -## Contacts record - -**Column** | **Type** | **Description** ----|---|--- -instance_id | string | The ID of the Amazon Connect instance. -aws_account_id | string | The ID of the AWS account that owns the contact. -contact_id | string | The ID of the contact in the contact record -initial_contact_id | string | The unique identifier for the contact associated with the first interaction between the customer and your contact center. Use the initial contact ID to track contacts between flows -previous_contact_id | string | The unique identifier for the contact before it was transferred. Use the previous contact ID to trace contacts between flows. -related_contact_id | string | Each time a contact is connected to an agent, a new contact record is created. The contact records for a contact are linked together through the contactId fields: related -next_contact_id | string | Each time a contact is connected to an agent, a new contact record is created. The contact records for a contact are linked together through the contactId fields: initial, next, previous -channel | string | The method used to contact your contact center: VOICE, CHAT, TASK, EMAIL. -initiation_method | string | How the contact was initiated. Valid values include: INBOUND, OUTBOUND, TRANSFER, CALLBACK, QUEUE_TRANSFER, EXTERNAL_OUTBOUND, MONITOR, DISCONNECT, and API -initiation_timestamp | timestamp | contact initiation timestamp -connected_to_system_timestamp | timestamp | The timestamp marking the time the contact connected to the system -last_update_timestamp | timestamp | Timestamp which shows the last time the data late touched a record in the data lake. -scheduled_timestamp | timestamp | The date and time when this contact was scheduled to trigger the flow to run, in UTC time. This is supported only for the task channel. -transfer_completed_timestamp | timestamp | The timestamp for the completion of the transfer -disconnect_timestamp | timestamp | contact disconnect timestamp -disconnect_reason | string | The reason for disconnect of the call -queue_duration_ms | bigint | The duration that a contact spent waiting in the queue in milliseconds. -queue_dequeue_timestamp | timestamp | The timestamp of contacts transferred out of the queue from another queue during a **Customer queue flow**. -queue_enqueue_timestamp | timestamp | The timestamp of contacts transferred into the queue from another queue during a **Customer queue flow**. -queue_name | string | The name of the queue -queue_arn | string | ARN of the queue -queue_id | string | ID of the queue -agent_connection_attempts | bigint | The number of times Amazon Connect attempted to connect this contact with an agent. -agent_connected_to_agent_timestamp | timestamp | The timestamp the contact was connected to the agent. -agent_interaction_duration_ms | bigint | Total time that agents spent interacting with customers in milliseconds -agent_customer_hold_duration_ms | bigint | Total time that agents and contact were on hold in milliseconds -agent_number_of_holds | bigint | The count of contacts that were placed on hold by the agent -agent_longest_hold_duration_ms | bigint | The longest time, in whole seconds, that the customer was put on hold by the agent. -agent_after_contact_work_start_timestamp | timestamp | The timestamp marking the start of the **AfterContactWork** state -agent_after_contact_work_end_timestamp | timestamp | The timestamp marking the end of the **AfterContactWork** state -agent_after_contact_work_duration_ms | bigint | The total time that an agent spent doing ACW for a contact in milliseconds. In some businesses, also known as Call Wrap Up time. -attributes | map(string,string) | A contact attribute represents this data as a key-value pair. You might think of it as a field name together with the data entered into that field. -agent_username | string | The user name of the agent, as entered in their Amazon Connect user account. -agent_arn | string | The ARN of the agent, as created in their Amazon Connect user account. -agent_id | string | The ID of the agent, as created in their Amazon Connect user account. -instance_arn | string | The ARN of the Amazon Connect instance. -agent_hierarchy_groups_level_1_name | string | The hierarchy name the agent is assigned to, for first level -agent_hierarchy_groups_level_1_arn | string | The hierarchy ARN the agent is assigned to, for first level -agent_hierarchy_groups_level_1_id | string | The hierarchy ID the agent is assigned to, for first level -agent_hierarchy_groups_level_2_name | string | The hierarchy name the agent is assigned to, for second level -agent_hierarchy_groups_level_2_arn | string | The hierarchy ARN the agent is assigned to, for second level -agent_hierarchy_groups_level_2_id | string | The hierarchy ID the agent is assigned to, for second level -agent_hierarchy_groups_level_3_name | string | The hierarchy name the agent is assigned to, for third level -agent_hierarchy_groups_level_3_arn | string | The hierarchy ARN the agent is assigned to, for third level -agent_hierarchy_groups_level_3_id | string | The hierarchy ID the agent is assigned to, for third level -agent_hierarchy_groups_level_4_name | string | The hierarchy name the agent is assigned to, for forth level -agent_hierarchy_groups_level_4_arn | string | The hierarchy ARN the agent is assigned to, for forth level -agent_hierarchy_groups_level_4_id | string | The hierarchy ID the agent is assigned to, for fourth level -agent_hierarchy_groups_level_5_name | string | The hierarchy name the agent is assigned to, for fifth level -agent_hierarchy_groups_level_5_arn | string | The hierarchy ARN the agent is assigned to, for fifth level -agent_hierarchy_groups_level_5_id | string | The hierarchy ID the agent is assigned to, for fifth level -agent_routing_profile_name | string | The name of routing profile for the agent. -agent_routing_profile_arn | string | The ARN of routing profile for the agent. -agent_routing_profile_id | string | The ID of the routing profile for the agent. -aws_contact_trace_record_format_version | string | The record format version. -campaign_Id | string | The ID associated with an outbound campaign to assit with tracking campaigns -customer_endpoint_type | string | The type of the customer endpoint. Valid value is TELEPHONE_NUMBER. -customer_endpoint_address | string | The customer or external third party participant endpoint adress. -transferred_endpoint_type | string | The customer or external third party participant transferred endpoint type -transferred_endpoint_address | string | The customer or external third party participant transferred endpoint address. -system_endpoint_type | string | The type of the system endpoint. Valid value is TELEPHONE_NUMBER. -system_endpoint_address | string | The system endpoint type address -recording_deletion_reason | string | If the recording was deleted, this is the reason entered for the deletion. -recording_location | string | The location, in Amazon S3, for the recording. -recording_status | string | The recording status. Valid values: AVAILABLE | DELETED | NULL -recording_type | string | The recording type. Valid values: AUDIO -answering_machine_detection_Status | string | The status of whether an answering machine was detected -voice_id_result_authentication_result | string | The voice authentication information for the call. -voice_id_result_fraud_detection_watch_list_id | string | The fraud detection information for the call for watch list -voice_id_result_speaker_id | string | he fraud detection result produced by Voice ID, processed against the current session state and streamed audio of the speaker. -voice_id_result_fraud_detection_result | string | The fraud detection result information for the call. -voice_id_result_fraud_detection_fraudster_Id | string | The fraud detection information for the call detecting a fraudster. -external_third_party_interaction_duration_ms | bigint | The interaction duration for external third party in milliseconds -voice_id_result_authentication_minimum_speech_ms | bigint | The minimum authentication score required for a user to be authenticated. Values MIN 0 and MAX 100 -voice_id_result_authentication_score | bigint | The minimum authentication score required for a user to be authenticated. Values MIN 0 and MAX 100 -voice_id_result_authentication_score_threshold | bigint | The minimum authentication score required for a user to be authenticated. Values MIN 0 and MAX 100 -voice_id_result_fraud_detection_risk_score_known_fraudster | bigint | The detection of fraudsters in a watchlist score for Known Fraudster category. -voice_id_result_fraud_detection_risk_score_synthetic_speech | bigint | This score is presented as a combined risk score for Voice Spoofing. -voice_id_result_fraud_detection_risk_score_voice_spoofing | bigint | The fraud risk score based on Voice Spoofing, such as playback of audio from Text-to-Speech systems recorded audio. -voice_id_result_fraud_detection_score_threshold | bigint | The threshold for detection of fraudsters in a watchlist that was set in the flow for the contact. -agent_pause_duration_ms | bigint | Agent pause duration for a contact in seconds. -voice_id_result_speaker_enrolled | boolean | **Enrolled** : The caller is enrolled in voice authentication. -voice_id_result_speaker_opted_out | boolean | **Opted out** : The caller has opted out of voice authentication. -media_streams_items | array(struct(type:string)) | Information about the media stream used during the contact. Valid values: AUDIO, VIDEO, CHAT -voice_id_result_fraud_detection_reasons_items | array(string) | Contains fraud types: Known Fraudster and Voice Spoofing. -tags_references_items | map(string,string) | Adds the specified tags to the specified resource. -contact_details | map(string,string) | The details for the contact between agent and caller -contact_evaluations | map(string,struct(form_id:string,evaluation_arn:string,status:string, start_timestamp:timestamp,end_timestamp:timestamp,delete_timestamp:timestamp, export_location:string)) | The list with the fields and data in the evaluation form. -references | array(struct(name:string, type:string, value:string, status: string, arn: string)) | Contains links to other documents that are related to a contact. Type: URL | ATTACHMENT | NUMBER | STRING | DATE | EMAIL_MESSAGE -additional_email_recipients | array(struct(to_list: array(struct(display_name: string, address: string)), cc_list: array(struct(display_name: string, address: string)), from_recipient: struct(display_name: string, address: string))) | Contains the entire list of email address and display names from the email contact. -agent_state_transitions | array(struct(state_start_timestamp:timestamp,state_end_timestamp:timestamp, state:string)) | Information about the state transitions of the agent -recordings | array(struct(storage_type:string,location:string,media_stream_type:string, participant_type:string,fragment_start_number:string,fragment_stop_number:string, start_timestamp:timestamp,stop_timestamp:timestamp,status:string, deletion_reason:string)) | Information about a voice recording, chat transcript, or screen recording -agent_device_platform_name | string | Name of the platform that the agent used for the call -agent_device_platform_version | string | Version of the platform that the agent used for the call -agent_device_operating_system | string | Operating system that the agent used for the call -customer_device_platform_name | string | Name of the platform that the customer used for the call -customer_device_platform_version | string | Version of the platform that the customer used for the call. -customer_device_operating_system | string | Operating system that the agent customer for the call -disconnect_details_potential_disconnect_issue | string | Indicates the potential disconnection issues for a call. This field is not populated if the service does not detect potential issues -last_resumed_timestamp | timestamp | The date and time this contact was last resumed, in UTC time -last_paused_timestamp | timestamp | The date and time this contact was last paused, in UTC time -customer_voice_activity_greeting_start_timestamp | timestamp | The date and time that measures the beginning of the customer greeting from an outbound voice call, in UTC time -customer_voice_activity_greeting_end_timestamp | timestamp | The date and time that measures the end of the customer greeting from an outbound voice call, in UTC time -total_pause_duration_ms | bigint | Total pause duration, including before and after the agent was connected -total_pause_count | bigint | Total number of pauses including when the contact was not connected -quality_metrics_agent_audio | struct | Information about the quality of the agent's media connection. This is a measure of how the agent sounded to the customer. -quality_metrics_customer_audio | struct | Information about the quality of the customer's media connection. This is a measure of how the customer sounded to the agent. -segment_attribute | map(string, string) | A set of system defined key-value pairs stored on individual contact segments using an attribute map. The attributes are standard Amazon Connect attributes and can be accessed in flows. Attribute keys can include only alphanumeric, -, and _ characters. -data_lake_last_processed_timestamp | timestamp | Timestamp which shows the last time the data lake processed the record. This can include transformation and backfill. This field cannot be used to reliably determine data freshness + * [Scheduling data](./data-lake-scheduling.html) @@ -152 +36,0 @@ data_lake_last_processed_timestamp | timestamp | Timestamp which shows the l -## Contact Lens conversational analytics @@ -154,37 +37,0 @@ data_lake_last_processed_timestamp | timestamp | Timestamp which shows the l -**Column** | **Type** | **Description** ----|---|--- -aws_account_id | string | The ID of the AWS account that owns the contact. -version | string | Indicates real-time or post call/chat analysis -instance_id | string | The ID of the Amazon Connect instance. -instance_arn | string | The ARN of the Amazon Connect instance. -contact_id | string | The ID of the contact being evaluated -channel | string | The method used to contact your contact center: VOICE, CHAT. -language_locale | string | Language used to analyze contact - [Amazon Connect Contact Lens](./supported-languages.html#supported-languages-contact-lens) -feature | string | Will always have the same value "contact_lens_conversational_analytics" -categories | array(string) | Array of categories assigned to the contact -disconnect_timestamp | timestamp | contact disconnect timestamp -greeting_time_agent_ms | bigint | First response time of agents on chat, indicating how quickly they engage with customers after joining the chat -non_talk_time_total_ms | bigint | Total non-talk time in a voice conversation. Non-talk time refers to the combined duration of hold time and periods of silence exceeding 3 seconds, during which neither the agent nor the customer is engaged in conversation -talk_time_total_ms | bigint | Time that was spent talking during a voice contact across either the customer or the agent. -talk_time_agent_ms | bigint | Time that was spent talking during a voice contact by the agent. -talk_time_customer_ms | bigint | Time that was spent talking during a voice contact by the customer. -total_conversation_duration_ms | bigint | The total time from the start of the conversation until the last word spoken by either the agent or the customer. -talk_speed_agent_wpm | float | Words per minute spoken by the agent -talk_speed_customer_wpm | float | Words per minute spoken by the customer -interruptions_time_total_ms | bigint | Amount of time agent or customer were speaking at the same time -interruptions_time_agent_ms | bigint | Amount of time the agent spoke while the customer was already speaking -interruptions_time_customer_ms | bigint | Amount of time the customer spoke while the agent was already speaking -interruptions_total_count | bigint | Count of times interuptions were detected during a conversation -interruptions_agent_count | bigint | Count of time an agent interuption was detected during a conversation -interruptions_customer_count | bigint | Count of times a customer interuption was detected during a conversation -sentiment_overall_score_agent | float | A sentiment score is an analysis of text, and a rating of whether it includes mostly positive, negative, or neutral language. This is overall sentiment score for the agent during the call. The overall sentiment score is the average of the scores assigned during each portion of the call. -sentiment_overall_score_customer | float | A sentiment score is an analysis of text, and a rating of whether it includes mostly positive, negative, or neutral language. This is overall sentiment score for customer during the call. The overall sentiment score is the average of the scores assigned during each portion of the call. -sentiment_interaction_score_customer_with_agent | float | A sentiment score is an analysis of text, and a rating of whether it includes mostly positive, negative, or neutral language. This is sentiment score of customer with agent. -sentiment_interaction_score_customer_without_agent | float | A sentiment score is an analysis of text, and a rating of whether it includes mostly positive, negative, or neutral language. This is sentiment score of customer without the agent. -sentiment_end_score_agent | float | A sentiment score is an analysis of text, and a rating of whether it includes mostly positive, negative, or neutral language. This is sentiment score for agentat the end of the call. -sentiment_end_score_customer | float | A sentiment score is an analysis of text, and a rating of whether it includes mostly positive, negative, or neutral language. This is sentiment score for customer at the end of the call. -response_time_average_agent_ms | bigint | For chat, average time to send a response after the customers last message -response_time_average_customer_ms | bigint | For chat, average time to send a response after the agents last message -response_time_maximum_agent_ms | bigint | For chat, maximum time to send a response after the customers last message -response_time_maximum_customer_ms | bigint | For chat, maximum time to send a response after the customers last message -data_lake_last_processed_timestamp | timestamp | Timestamp which shows the last time the data lake processed the record. This can include transformation and backfill. This field cannot be used to reliably determine data freshness @@ -192,51 +38,0 @@ data_lake_last_processed_timestamp | timestamp | Timestamp which shows the l -## Contact statistic record - -**Column** | **Type** | **Description** ----|---|--- -instance_id | string | The ID of the Amazon Connect instance. -aws_account_id | string | The ID of the AWS account that owns the contact. -contact_id | string | The ID of the contact