AWS connect documentation change
Summary
Revised task creation documentation with expanded examples, dynamic variable syntax changes (@ instead of brackets), and added support details for different rule types
Security assessment
Changes focus on improving task creation functionality and documentation clarity. While one example mentions fraud detection, this is presented as a use case rather than addressing a specific security vulnerability. The dynamic variable changes (e.g., case ID, agent/queue info) involve operational data but don't explicitly mention security controls or vulnerabilities.
Diff
diff --git a/connect/latest/adminguide/contact-lens-rules-create-task.md b/connect/latest/adminguide/contact-lens-rules-create-task.md index a3d3089aa..c050ab214 100644 --- a//connect/latest/adminguide/contact-lens-rules-create-task.md +++ b//connect/latest/adminguide/contact-lens-rules-create-task.md @@ -7 +7 @@ Voice and task contact records are linkedAbout dynamic values in brackets -# Create a task in Contact Lens when a contact is categorized in real-time or after a call or chat +# Create a rule that generates a task @@ -9 +9 @@ Voice and task contact records are linkedAbout dynamic values in brackets -An especially powerful use of Contact Lens rules is to build rules that generate tasks. This helps you identify issues in your contact center for you to follow up, and creates traceable actions with owners. Following are some examples: +Amazon Connect rules enables you to generate tasks. This helps you create traceable actions with owners and provides you visibility on task completion and productivity out the box. @@ -11 +11,3 @@ An especially powerful use of Contact Lens rules is to build rules that generate - * Create a task to review a contact when the customer is fraudulent. For example, you can create a follow-up task when a customer utters words or phrases that makes them appear potentially fraudulent. +Following are some examples: + + * Review a contact when the customer is fraudulent. For example, you can create a follow-up task when a customer utters words or phrases that makes them appear potentially fraudulent. @@ -15 +17,3 @@ An especially powerful use of Contact Lens rules is to build rules that generate - * Follow up when there is a serious quality issue. In addition to contacts being categorized and getting alerts, you can route a task so you have owners. You also have contact records for these tasks, so you can search for and trace them. + * Evaluate agent performance in specific scenarios, e.g. customer sentiment was very low during the conversation and the customer expressed frustration. + + * Take operational actions, such as assigning additional agents to queues on which avg. queue answer time in the last hour has exceeded acceptable thresholds. @@ -36 +40,7 @@ An especially powerful use of Contact Lens rules is to build rules that generate -###### Tip +###### Note + +In Name and Description, use **@ to add dynamic variables** that are populated during execution of the rule. For conversational analytics rules and evaluation forms rules, you can add **rule name, instance URL, contact, agent** and **queue** information for the contact that matched the rule. Evaluation forms rules additionally enable you to insert the **evaluation ID**. + + + +Other rule types support different variables:: @@ -38 +48 @@ An especially powerful use of Contact Lens rules is to build rules that generate -In **Name** and **Description** , use [ ] to choose from a menu of dynamic values: **ContactId** , **AgentId** , **QueueId** , and **RuleName**. + * Real-time metrics rules enable you to enter **rule name, instance URL and list of agents, queues, flows or routing profile** that breached the threshold to trigger the alert. @@ -40 +50 @@ In **Name** and **Description** , use [ ] to choose from a menu of dynamic value - + * Rules for cases allow you to insert **rule name, instance URL** and **case ID**. @@ -66 +76 @@ In this example, the agent sees the following values for **Name** , **Descriptio - 5. After you add rules, they are applied to new contacts that occur after the rule was added. Rules are applied when Contact Lens analyzes conversations. + 5. After you add rules, they are applied to new contacts that occur after the rule was added. Rules are applied when Amazon Connect conversational analytics analyzes conversations.