AWS connect documentation change
Summary
Added new section 'Using sorted segments with outbound campaigns and journeys' explaining how to prioritize customer contacts based on profile attributes.
Security assessment
This change adds documentation about a feature for optimizing campaign execution order, which is operational rather than security-related. No security implications or vulnerabilities are mentioned.
Diff
diff --git a/connect/latest/adminguide/outbound-campaign-best-practices.md b/connect/latest/adminguide/outbound-campaign-best-practices.md index dfc09c4e9..48772e7a7 100644 --- a//connect/latest/adminguide/outbound-campaign-best-practices.md +++ b//connect/latest/adminguide/outbound-campaign-best-practices.md @@ -7 +7 @@ -Choose the right mode for voice communicationAgent staffing best practices for voice communicationConnection latency best practicesBest practices for answering machine detection +Choose the right mode for voice communicationAgent staffing best practices for voice communicationConnection latency best practicesBest practices for answering machine detectionUsing sorted segments with outbound campaigns and journeys @@ -22,0 +23,2 @@ The topics in this section explain best practices for outbound campaigns. These + * Using sorted segments with outbound campaigns and journeys + @@ -285,0 +288,28 @@ Use case 4: AMD is off and agents can leave a prerecorded voicemail +## Using sorted segments with outbound campaigns and journeys + +When you create segments, you can optionally sort them by up to 10 profile attributes. Outbound campaigns and journeys respect this sort order during execution, processing and dialing profiles in the order specified by the segment at the time the campaign or journey runs. When used in a recurring campaign or journey, a sorted segment's order is evaluated every time the campaign or journey repeats and when new profiles are added to a segment. + +Sorted segments are useful when you want to: + + * Prioritize high-value customers by sorting on attributes such as lifetime value or account tier. + + * Contact customers with upcoming appointments first by sorting on appointment date. + + * Process time-sensitive communications in a specific order. + + + + +###### Note + + * The segment sort order applies only to voice campaigns and voice activities in journeys. Other communication channels process profiles in an unsorted order. + + * Sorted segments are split into 100 batches. Each batch is processed according to the specified sort order. This results in an execution order that is within 1% of the defined segment order. + + * Initial dial attempts take precedence over any reattempts that are defined in a campaign. In a journey, earlier send communication blocks are prioritized over later ones. + + + + +For more information about creating and sorting segments, see [Build customer segments in Amazon Connect](./customer-segments-building-segments.html). +