AWS connect documentation change
Summary
Restructured documentation by removing sections about overrides and API references, added new section about flow integration, updated instructions for setting operational hours, and moved override documentation to a separate page.
Security assessment
The changes involve reorganization of content and updates to operational procedures without any mention of security vulnerabilities, patches, or security features. Modifications focus on documentation structure, user workflows, and feature explanations.
Diff
diff --git a/connect/latest/adminguide/set-hours-operation.md b/connect/latest/adminguide/set-hours-operation.md index e53e53909..970222c42 100644 --- a//connect/latest/adminguide/set-hours-operation.md +++ b//connect/latest/adminguide/set-hours-operation.md @@ -5 +5 @@ -How many hours of operation and overrides can I create?Set the hours of operationSet overrides for extended, reduced, and holiday hoursView an audit history of overridesHow to specify midnightExamplesAdd lunch and other breaksDaylight saving timeUse the Check Hours of Operation blockAPIs for creating and managing hours of operation +How many hours of operation and overrides can I create?Set the hours of operationHow to specify midnightExamplesAdd lunch and other breaksDaylight saving timeHow flows leverage hours of operation @@ -9 +9 @@ How many hours of operation and overrides can I create?Set the hours of operatio -This topic explains how to set hours of operating by using the Amazon Connect admin website. To set hours programmatically, see APIs for creating and managing hours of operation. +This topic explains how to set hours of operating by using the Amazon Connect admin website. To set hours programmatically, see [Hours of operations actions](https://docs.aws.amazon.com/connect/latest/APIReference/hours-of-operation-api.html). @@ -13,4 +12,0 @@ The first thing you need to do when you set up a queue is to specify the hours o -You can also set up overrides for reduced or extended hours. For example, at the beginning of the year you may want to enter all the days to that your business is closed for holidays, or if open, during which hours. - -The following image shows a sample hours of operation page where overrides are specified. The following hours of operation are overrides: Emergency schedule, IT hours, Overnight support, Prime Days, and Sales - weekend shift. - @@ -25,4 +20,0 @@ The following image shows a sample hours of operation page where overrides are s - * Set overrides for extended, reduced, and holiday hours - - * View an audit history of overrides - @@ -37 +29 @@ The following image shows a sample hours of operation page where overrides are s - * Use the Check Hours of Operation block + * How flows leverage hours of operation @@ -39 +31 @@ The following image shows a sample hours of operation page where overrides are s - * APIs for creating and managing hours of operation + * [Set overrides for extended, reduced, and holiday hours](./hours-of-operation-overrides.html) @@ -40,0 +33 @@ The following image shows a sample hours of operation page where overrides are s + * [View calendar that illustrates effective hours of operation](./view-hours-of-operation-calendar.html) @@ -44,6 +36,0 @@ The following image shows a sample hours of operation page where overrides are s -## How many hours of operation and overrides can I create? - - * To view your quota of **Hours of operation per instance** , open the Service Quotas console at [https://console.aws.amazon.com/servicequotas/](https://console.aws.amazon.com/servicequotas/). - - * You can create up to 50 overrides per hours of operation. This is quota is not adjustable. - @@ -50,0 +38 @@ The following image shows a sample hours of operation page where overrides are s +## How many hours of operation and overrides can I create? @@ -51,0 +40 @@ The following image shows a sample hours of operation page where overrides are s +To view your quota of **Hours of operation per instance** , open the Service Quotas console at [https://console.aws.amazon.com/servicequotas/](https://console.aws.amazon.com/servicequotas/). @@ -59 +48 @@ The following image shows a sample hours of operation page where overrides are s - 3. To create a template, choose **Add new set of hours** and enter a name and a description. + 3. To create a set of operating hours, choose **Add new set of hours** and enter a name and a description. @@ -63 +52 @@ The following image shows a sample hours of operation page where overrides are s - 5. Choose **Settings** to set new hours. + 5. Choose **Operational hours** to set new hours. @@ -74,74 +62,0 @@ The following image shows a sample hours of operation page where overrides are s -## Set overrides for extended, reduced, and holiday hours - -You can set overrides for when your contact center will be closed, or will have extended or reduced hours. For example, you can indicate that you are closed on New Years Day, have reduced hours on New Year's Eve, and extended hours on Boxing Day. You can also set up overrides for a range of dates to support scenarios such as special summer hours. - -When you choose to add overrides, you have the option to add them manually or to copy them from another hours of operation record, as shown in the following image. - - - -Both options are explained next. - -### Add overrides manually - - 1. On the **Add overrides to hours of operation** page, choose whether the override applies to a single date or a date range. - - 2. Complete the page as prompted. Note the following: - - * Dates/ranges cannot overlap. For example, if you have reduced hours during the summer, and July 4th is closed, you must set up a range for before July 4, then July 4, and a range afterwards. - - * When an override with a date range has operating hours, more configuration is required to account for variations in the days of the week. A date range can have different hours per day as long as the day or week pattern is consistent week over week. This allows you to set up seasonal hours, such as reduced hours most of the week and Friday is closed. - - * Date ranges cannot overlap so if this pattern breaks, you need to set up a different override range. For example, reduced summer hours before and after the July 4th holiday, when operations are closed. - - * Overrides cannot be reused or set up as recurring each year. - - - - -The following image shows an example of a contact center that is going to be closed for two days in February. - - - -The following image shows an example of holiday overrides for the **Basic Hours** record. - - - -### Copy overrides to another hours of operation record - -If you have many similar hours of operation records (for example, different hours for different teams or channels), you can set up a hours of operation for one then copy it to others. You can: - - * Copy the overrides from another hours of operation record. For example, to save time you can create a source hours of operation with a main list. - - * Copy more than one list into an hours of operation record. - - * Copy a list in addition to manually adding overrides. - - - - -The following image shows an example of a dropdown list of overrides that you can to another hours of operation record. - - - -After copying, you can remove or edit rows in that list. For example, you can change the length of time the contact center is open on Christmas for a certain line of business. Or after copying US overrides to a Canadian record, you can omit July 4 and other US-based holidays, and then add dates that are specific to Canada. - -The following image shows the location of the edit and delete options on the **Overrides** page. - - - -###### Tip - -You can view and copy the overrides for past dates. You may want to delete older overrides if you near the limit of 50 overrides per hours of operation. This limit is not adjustable. - -## View an audit history of overrides - -An audit history of overrides appears on the **Hours of operation** page, distinct from the standard hours of operations audit history. Each audit record refers to the ID of the hours of operation record. By viewing the audit history you can differentiate between overrides with the same name that are used in multiple hours of operation overrides. - -The following image shows the location of the link to view historical changes for overrides. - - - -###### Note - -AWS CloudTrail tracks the history of all resource changes. For more information, see [Log Amazon Connect API calls with AWS CloudTrail](./logging-using-cloudtrail.html). - @@ -170,0 +86,2 @@ For example, if you want to set your hours to 10:00AM to midnight, you would ent +Select the button to **Expand to individual days**. + @@ -177 +94 @@ Remove Sunday and Saturday from the schedule. -If your entire contact center were to close for lunch from 12-1, for example, then you'd enter hours to specify that, as in the following image: +Select **\+ Add more time** at the bottom of the Operational hours section to create more rows, then set the hour ranges within each day. For example, if Saturday the hours are 8-11 then 1-5: @@ -229,40 +146 @@ We recommend researching your choice of timezone to ensure you understand it. -## Use the Check Hours of Operation block - -At the start of your flows, use the [Check hours of operation](./check-hours-of-operation.html) block to determine whether your contact center is open, and to branch accordingly. - -## APIs for creating and managing hours of operation - -Use the following APIs to create and manage hours of operation programmatically: - - * [CreateHoursOfOperation](https://docs.aws.amazon.com/connect/latest/APIReference/API_CreateHoursOfOperation.html) - - * [DescribeHoursOfOperation](https://docs.aws.amazon.com/connect/latest/APIReference/API_DescribeHoursOfOperation.html) - - * [DeleteHoursOfOperation](https://docs.aws.amazon.com/connect/latest/APIReference/API_DeleteHoursOfOperation.html) - - * [ListHoursOfOperations](https://docs.aws.amazon.com/connect/latest/APIReference/API_ListHoursOfOperations.html) - - * [SearchHoursOfOperations](https://docs.aws.amazon.com/connect/latest/APIReference/API_SearchHoursOfOperations.html) - - * [UpdateHoursOfOperation](https://docs.aws.amazon.com/connect/latest/APIReference/API_UpdateHoursOfOperation.html) - - - - -Use the following APIs to create and manage overrides programmatically: - - * [CreateHoursOfOperationOverride ](https://docs.aws.amazon.com/connect/latest/APIReference/API_CreateHoursOfOperationOverride.html) - - * [DescribeHoursOfOperationOverride ](https://docs.aws.amazon.com/connect/latest/APIReference/API_DescribeHoursOfOperationOverride.html) - - * [DeleteHoursOfOperationOverride ](https://docs.aws.amazon.com/connect/latest/APIReference/API_DeleteHoursOfOperationOverride.html) - - * [GetEffectiveHoursOfOperations ](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetEffectiveHoursOfOperations.html) - - * [ListHoursOfOperationOverrides ](https://docs.aws.amazon.com/connect/latest/APIReference/API_ListHoursOfOperationOverrides.html) - - * [SearchHoursOfOperationOverrides ](https://docs.aws.amazon.com/connect/latest/APIReference/API_SearchHoursOfOperationOverrides.html) - - * [UpdateHoursOfOperationOverride ](https://docs.aws.amazon.com/connect/latest/APIReference/API_UpdateHoursOfOperationOverride.html) - - +## How flows leverage hours of operation @@ -269,0 +148 @@ Use the following APIs to create and manage overrides programmatically: +Flows can be configured to check whether a contact is within or outside the hours of operation defined by the block. The flow can then branch to follow a different path based on the results, for example, so a message plays after hours that offers a callback when operations resume. To learn more, go to [Check hours of operation](./check-hours-of-operation.html). @@ -279 +158 @@ Route contacts based on queue capacity -Create a routing profile +Set overrides for extended, reduced, and holiday hours