AWS connect documentation change
Summary
Updated documentation for changing agent activity status to include analytics dashboard, clarified behavior for contact states, added details about 'Next activity' column and 'Missed' contact state scenarios, removed error message, added CloudTrail logging information, and updated required permissions.
Security assessment
The change adds security documentation by clarifying that agent status changes can be audited via AWS CloudTrail (PutUserStatus API logs), which improves security monitoring and accountability. It also updates permission requirements (removing 'Access metrics' requirement) which could impact access control but doesn't indicate a security vulnerability fix.
Diff
diff --git a/connect/latest/adminguide/rtm-change-agent-activity-state.md b/connect/latest/adminguide/rtm-change-agent-activity-state.md index 6341847ae..bb61dcdb1 100644 --- a//connect/latest/adminguide/rtm-change-agent-activity-state.md +++ b//connect/latest/adminguide/rtm-change-agent-activity-state.md @@ -11 +11 @@ Required permissions to change an agent's activity status -Agents manually set their status in the Contact Control Panel (CCP). However, on the real-time metrics report, managers can manually change the **Agent Activity** status of an agent. This overrides what the agent has set in the CCP. +Agents manually set their status in the Contact Control Panel (CCP). However, on the real-time metrics report and analytics dashboard, managers can manually change the **Agent Activity** status of an agent. This overrides what the agent has set in the CCP. @@ -22 +22 @@ The value that's displayed in the **Agent Activity** column can be either: -When you choose the **Agent Activity** column, you can select and change an agent's _availability status_ , such as **Offline** , **Available** , or **Break**. The following image shows an example where only the **Available** status is in the dropdown list of the **Activity** column. +When you choose the **Agent Activity** column, you can select and change an agent's _availability status_ , such as **Offline** , **Available** , or **Break**. The following image shows an example where the **Available** and **Offline** statuses, along with some custom statuses, are in the dropdown list of the **Activity** column. Once the new status is selected, it will be reflected within the **Activity** column itself after the update has finished. @@ -26 +26 @@ When you choose the **Agent Activity** column, you can select and change an agen -This change appears in the agent event stream. +This change also appears in the agent event stream. @@ -28 +28 @@ This change appears in the agent event stream. -However, when a _contact state_ is displayed in the **Agent Activity** column, such as **Incoming** or **On contact** , you cannot change it to **Available** or **Offline** , for example, even though those options are displayed in the dropdown menu, as shown in the following image. This means you can't set the agent's next status while they are on a contact. +When a _contact state_ is displayed in the **Agent Activity** column, such as **Incoming** or **On contact** , you can change it to any other availability status and this will be displayed in the **Next activity** column once the update has finished. @@ -32 +32,9 @@ However, when a _contact state_ is displayed in the **Agent Activity** column, s -You'll get an error message that says _Error changing agent status_ , as shown in the following image. + + +When a manager changes an agent's activity status from **Missed** contact state to an availability status in the analytics pages, the system behavior differs for single or multiple contact states: + + * **Single-contact state scenario:** If the agent has only **Missed** contact states across all channels, the system clears the **Missed** status and immediately applies the new availability status. + + * **Multi-contact state scenario:** If the agent is currently **On Contact/Incoming** on any channel while having **Missed** contacts on other channels, the system populates the **Next activity** column when the manager selects any status except **Available**. + + @@ -34 +41,0 @@ You'll get an error message that says _Error changing agent status_ , as shown i - @@ -38 +45 @@ You'll get an error message that says _Error changing agent status_ , as shown i -The Real-time metrics report does not display who changed the agent's status. +The real-time metrics report and analytics dashboards do not display who changed the agent's status. This is available via [AWS CloudTrail](./logging-using-cloudtrail.html) by looking at the PutUserStatus API logs. @@ -42 +49 @@ The Real-time metrics report does not display who changed the agent's status. -For someone such as a manager to be able to change an agent's activity status, they need to be assigned a security profile that has the following permissions: +For someone such as a manager to be able to change an agent's activity status on the analytics pages, they need to be assigned a security profile that has the following permission: @@ -46,2 +52,0 @@ For someone such as a manager to be able to change an agent's activity status, t - * Access metrics - @@ -55,4 +59,0 @@ The **Agent status - View** permission is shown in the following image of the ** -The **Access metrics - Access** permission is shown in the following image of the **Analytics and Optimization** section of the security profile page. - - - @@ -65 +66 @@ To use the Amazon Web Services Documentation, Javascript must be enabled. Please -Sort agents by activity +Use predefined attributes in dashboards @@ -67 +68 @@ Sort agents by activity -Download real-time metrics +Apply hierarchy-based access control