AWS connect documentation change
Summary
Renamed all occurrences of 'Amazon Connect' to 'Connect Customer' throughout the document
Security assessment
The changes are purely branding/naming updates without modifying any security practices, vulnerabilities, or configurations. Existing security content (e.g., sensitive data handling) remains unchanged except for the product name replacement.
Diff
diff --git a/connect/latest/adminguide/operational-excellence.md b/connect/latest/adminguide/operational-excellence.md index 6174ea8a5..395e8f375 100644 --- a//connect/latest/adminguide/operational-excellence.md +++ b//connect/latest/adminguide/operational-excellence.md @@ -9 +9 @@ Prepare OperateResources -# Operational excellence in Amazon Connect workloads +# Operational excellence in Connect Customer workloads @@ -11 +11 @@ Prepare OperateResources -Operational excellence includes the ability to run and monitor systems to deliver business value and continually improve supporting processes and procedures. This section consists of design principles, best practices, and questions surrounding the operational excellence of Amazon Connect workloads. +Operational excellence includes the ability to run and monitor systems to deliver business value and continually improve supporting processes and procedures. This section consists of design principles, best practices, and questions surrounding the operational excellence of Connect Customer workloads. @@ -15 +15 @@ Operational excellence includes the ability to run and monitor systems to delive -Consider the following areas to prepare for an Amazon Connect workload. +Consider the following areas to prepare for an Connect Customer workload. @@ -23 +23 @@ With AWS Organizations, you can set up multiple AWS accounts for each level of y -Amazon Connect Region selection is contingent upon data governance requirements, use case, services available in each Region, telephony costs in each region, and latency in relation to your agents, contacts, and external transfer endpoint geography. +Connect Customer Region selection is contingent upon data governance requirements, use case, services available in each Region, telephony costs in each region, and latency in relation to your agents, contacts, and external transfer endpoint geography. @@ -31 +31 @@ When porting phone numbers for critical workloads, include all requirements and -For detailed information about porting your numbers, see [Port a current phone number to Amazon Connect](./port-phone-number.html). +For detailed information about porting your numbers, see [Port a current phone number to Connect Customer](./port-phone-number.html). @@ -33 +33 @@ For detailed information about porting your numbers, see [Port a current phone n - * **Carrier diversity** In the US, you should use Amazon Connect telephony services for US toll-free numbers, allowing you to route toll-free traffic across multiple suppliers in an active-active fashion at no additional charge. In situations where you are forwarding inbound traffic to an Amazon Connect phone number, you should request redundant DID or Toll-Free numbers across multiple telephony providers. If you are claiming or porting multiple DID or Toll-Free numbers outside of the US, you should request that those numbers be claimed or ported to a variety of telephony providers for increased resiliency. + * **Carrier diversity** In the US, you should use Connect Customer telephony services for US toll-free numbers, allowing you to route toll-free traffic across multiple suppliers in an active-active fashion at no additional charge. In situations where you are forwarding inbound traffic to an Connect Customer phone number, you should request redundant DID or Toll-Free numbers across multiple telephony providers. If you are claiming or porting multiple DID or Toll-Free numbers outside of the US, you should request that those numbers be claimed or ported to a variety of telephony providers for increased resiliency. @@ -44 +44 @@ For detailed information about porting your numbers, see [Port a current phone n -The Amazon Connect Call Control Panel (CCP) has specific network and hardware requirements that must be met to ensure the highest quality of service for your agents and contacts: +The Connect Customer Call Control Panel (CCP) has specific network and hardware requirements that must be met to ensure the highest quality of service for your agents and contacts: @@ -48 +48 @@ The Amazon Connect Call Control Panel (CCP) has specific network and hardware re - * Ensure that you have used the Amazon Connect Check Amazon Connectivity Tool on the same network segment as your agents to verify that your network and environment is configured correctly for CCP use. + * Ensure that you have used the Connect Customer Check Connect Customerivity Tool on the same network segment as your agents to verify that your network and environment is configured correctly for CCP use. @@ -54 +54 @@ The Amazon Connect Call Control Panel (CCP) has specific network and hardware re - * Set up monitoring for your agent workstations and consider partner solutions for call quality monitoring. Your goal with monitoring your agent workstations should be the ability to identify the source of any potential network and resource contention. For example, consider a typical agent’s softphone network connection path to Amazon Connect: + * Set up monitoring for your agent workstations and consider partner solutions for call quality monitoring. Your goal with monitoring your agent workstations should be the ability to identify the source of any potential network and resource contention. For example, consider a typical agent’s softphone network connection path to Connect Customer: @@ -65 +65 @@ Without setting up monitoring at the local LAN/WAN, path to AWS, and agent works -If you are already using an Directory Service directory to manage users, you can use the same directory to manage user accounts in Amazon Connect. This must be decided and configured when you create your Amazon Connect instance. You cannot change the identity option you select after you create the instance. For example, if you decide to change the directory you selected to enable Single Sign On (SSO) for your instance, you can delete the instance and create a new one. When you delete an instance, you lose all configuration settings and metrics data for it +If you are already using an Directory Service directory to manage users, you can use the same directory to manage user accounts in Connect Customer. This must be decided and configured when you create your Connect Customer instance. You cannot change the identity option you select after you create the instance. For example, if you decide to change the directory you selected to enable Single Sign On (SSO) for your instance, you can delete the instance and create a new one. When you delete an instance, you lose all configuration settings and metrics data for it @@ -69 +69 @@ If you are already using an Directory Service directory to manage users, you can -Review the default service quotas for each service involved in your workload as well as the default service quotas for Amazon Connect and request increases where applicable. When requesting an increase for Amazon Connect, be sure to use expected values without additional padding for fluctuations. Fluctuations are considered automatically when you make your request. +Review the default service quotas for each service involved in your workload as well as the default service quotas for Connect Customer and request increases where applicable. When requesting an increase for Connect Customer, be sure to use expected values without additional padding for fluctuations. Fluctuations are considered automatically when you make your request. @@ -73 +73 @@ Review the default service quotas for each service involved in your workload as -AWS Enterprise Support is recommended for business and/or mission-critical workloads on AWS. Both Enterprise Support and Well-Architected Review with an AWS Solutions Architect are required to qualify for the Amazon Connect Service Level Agreement. +AWS Enterprise Support is recommended for business and/or mission-critical workloads on AWS. Both Enterprise Support and Well-Architected Review with an AWS Solutions Architect are required to qualify for the Connect Customer Service Level Agreement. @@ -77 +77 @@ AWS Enterprise Support is recommended for business and/or mission-critical workl -Before any migration or implementation to Amazon Connect, follow our best practices by using the AWS Well-Architected Framework, Operational Excellence. The Framework provides a consistent approach for you to evaluate architectures and implement designs that will scale over time based on five pillars — operational excellence, security, reliability, performance efficiency, and cost optimization. We also recommend using AWS Enterprise Support for business and mission-critical workloads in AWS. Both Enterprise Support and Well-Architected Review with your AWS Solutions Architect are required to qualify for the Amazon Connect Service Level Agreement. +Before any migration or implementation to Connect Customer, follow our best practices by using the AWS Well-Architected Framework, Operational Excellence. The Framework provides a consistent approach for you to evaluate architectures and implement designs that will scale over time based on five pillars — operational excellence, security, reliability, performance efficiency, and cost optimization. We also recommend using AWS Enterprise Support for business and mission-critical workloads in AWS. Both Enterprise Support and Well-Architected Review with your AWS Solutions Architect are required to qualify for the Connect Customer Service Level Agreement. @@ -81 +81 @@ Before any migration or implementation to Amazon Connect, follow our best practi -Consider the following areas to operate an Amazon Connect workload. +Consider the following areas to operate an Connect Customer workload. @@ -85 +85 @@ Consider the following areas to operate an Amazon Connect workload. -See [Monitoring your Amazon Connect instance using CloudWatch](./monitoring-cloudwatch.html) and [Log Amazon Connect API calls with AWS CloudTrail](./logging-using-cloudtrail.html). +See [Monitoring your Connect Customer instance using CloudWatch](./monitoring-cloudwatch.html) and [Log Connect Customer API calls with AWS CloudTrail](./logging-using-cloudtrail.html). @@ -89 +89 @@ See [Monitoring your Amazon Connect instance using CloudWatch](./monitoring-clou -Amazon Connect allows you to dynamically set and reference contact attributes within flows to create dynamic and personalized experiences for your contacts, create powerful self-service applications, data-driven IVRs, integrations with other AWS services, simplify phone number management, and allows for custom real-time and historical reporting and analytics. The following are Best practices and considerations you can follow to reduce complexity, prevent data loss, and ensure a consistent quality of experience for your contacts. +Connect Customer allows you to dynamically set and reference contact attributes within flows to create dynamic and personalized experiences for your contacts, create powerful self-service applications, data-driven IVRs, integrations with other AWS services, simplify phone number management, and allows for custom real-time and historical reporting and analytics. The following are Best practices and considerations you can follow to reduce complexity, prevent data loss, and ensure a consistent quality of experience for your contacts. @@ -106 +106 @@ Note the following considerations: - * Clean-up – If data persistence isn’t required, you can set an attribute with the same name and a blank value to prevent the data from being stored to the contact record or passed in a screen pop to an agent using the [Amazon Connect Streams](https://github.com/aws/amazon-connect-streams) API while freeing up the bytes that data would have otherwise used in the contact record. + * Clean-up – If data persistence isn’t required, you can set an attribute with the same name and a blank value to prevent the data from being stored to the contact record or passed in a screen pop to an agent using the [Connect Customer Streams](https://github.com/aws/amazon-connect-streams) API while freeing up the bytes that data would have otherwise used in the contact record. @@ -108 +108 @@ Note the following considerations: - * Sensitive data – Use the **Store customer input** block to collect sensitive DTMF input from your contacts and use envelope encryption to protect both the raw data and the data keys used to encrypt them. Store sensitive data in a separate database where persistence is required, use the **Set logging behavior** flow block to disable logging whenever sensitive information is referenced, and remove, clean up, or obfuscate sensitive data using the **Set contact attributes** block Clean-up method outlined previously. For more information, see [Compliance validation in Amazon Connect](./compliance-validation.html). + * Sensitive data – Use the **Store customer input** block to collect sensitive DTMF input from your contacts and use envelope encryption to protect both the raw data and the data keys used to encrypt them. Store sensitive data in a separate database where persistence is required, use the **Set logging behavior** flow block to disable logging whenever sensitive information is referenced, and remove, clean up, or obfuscate sensitive data using the **Set contact attributes** block Clean-up method outlined previously. For more information, see [Compliance validation in Connect Customer](./compliance-validation.html). @@ -117 +117 @@ In the US, use toll-free phone numbers wherever possible to load balance across -If you’re forwarding your existing telephony provider’s phone numbers to Amazon Connect, ensure that the process to change the forward destination to an alternative DID/toll-free number or otherwise remove the forward is defined and well-understood by your operations team. Ensure that you have Runbooks and Playbooks specifically for production readiness assessments, phone number porting and forwarding processes, and troubleshooting audio issues that could arise when transferring calls from your existing telephony provider. You also want a repeatable process that your operations team can follow to determine if the source of these audio issues is Amazon Connect or your existing telephony provider. +If you’re forwarding your existing telephony provider’s phone numbers to Connect Customer, ensure that the process to change the forward destination to an alternative DID/toll-free number or otherwise remove the forward is defined and well-understood by your operations team. Ensure that you have Runbooks and Playbooks specifically for production readiness assessments, phone number porting and forwarding processes, and troubleshooting audio issues that could arise when transferring calls from your existing telephony provider. You also want a repeatable process that your operations team can follow to determine if the source of these audio issues is Connect Customer or your existing telephony provider. @@ -119 +119 @@ If you’re forwarding your existing telephony provider’s phone numbers to Ama -### Amazon Connect APIs +### Connect Customer APIs @@ -121 +121 @@ If you’re forwarding your existing telephony provider’s phone numbers to Ama -Amazon Connect throttling quotas are by account, and not instance. You should consider the following best practices when working with Amazon Connect APIs: +Connect Customer throttling quotas are by account, and not instance. You should consider the following best practices when working with Connect Customer APIs: @@ -125 +125 @@ Amazon Connect throttling quotas are by account, and not instance. You should co -To decrease API data query overhead and avoid throttling, you can use an intermediary database like Amazon DynamoDB to store API call results rather than calling the API from all endpoints interested in the API data. For example, the following diagram represents the use of the Amazon Connect metric API from multiple sources that need to consume this information: +To decrease API data query overhead and avoid throttling, you can use an intermediary database like Amazon DynamoDB to store API call results rather than calling the API from all endpoints interested in the API data. For example, the following diagram represents the use of the Connect Customer metric API from multiple sources that need to consume this information: @@ -133 +133 @@ Rather than having separate AWS Lambda functions, each with their own polling re -This architecture allows you to change polling intervals and add endpoints, as needed, without worrying about exceeding service quotas, giving you the ability to scale to however many concurrent connections your database solution supports. You can use this same concept with querying any real-time data feeds from Amazon Connect. For situations where you need to perform an API action, like an Outbound API call, you can use this same concept in combination with Amazon Simple Queue Service to queue API requests Using AWS Lambda with SQS. +This architecture allows you to change polling intervals and add endpoints, as needed, without worrying about exceeding service quotas, giving you the ability to scale to however many concurrent connections your database solution supports. You can use this same concept with querying any real-time data feeds from Connect Customer. For situations where you need to perform an API action, like an Outbound API call, you can use this same concept in combination with Amazon Simple Queue Service to queue API requests Using AWS Lambda with SQS. @@ -141 +141 @@ You can run into situations where API throttling limits get exceeded. This can h -Two of the primary drivers for moving workloads to the Amazon Connect are flexibility and speed to market. To ensure operational excellence without sacrificing agility, follow these best practices: +Two of the primary drivers for moving workloads to the Connect Customer are flexibility and speed to market. To ensure operational excellence without sacrificing agility, follow these best practices: @@ -143 +143 @@ Two of the primary drivers for moving workloads to the Amazon Connect are flexib - * **Modular flows** : Flows in Amazon Connect are similar to modern application building where smaller, purpose-built components allow for more flexibility, control, and ease of management when compared to monolithic alternatives. You can make your flows small and re-usable, combining the modular flows into an end-to-end experience with **Transfer to flow** blocks. This approach allows you to reduce risk during change implementation, allow you to test single, smaller changes rather than regression testing the entire experience, and will make it easier to identify and address issues with your flows during testing. + * **Modular flows** : Flows in Connect Customer are similar to modern application building where smaller, purpose-built components allow for more flexibility, control, and ease of management when compared to monolithic alternatives. You can make your flows small and re-usable, combining the modular flows into an end-to-end experience with **Transfer to flow** blocks. This approach allows you to reduce risk during change implementation, allow you to test single, smaller changes rather than regression testing the entire experience, and will make it easier to identify and address issues with your flows during testing. @@ -158 +158 @@ Two of the primary drivers for moving workloads to the Amazon Connect are flexib -Understanding how priority, delay, and overflow routing work within Amazon Connect is critical to maximizing agent productivity, reducing contact wait times, and ensuring the best quality of experience for your contacts. +Understanding how priority, delay, and overflow routing work within Connect Customer is critical to maximizing agent productivity, reducing contact wait times, and ensuring the best quality of experience for your contacts. @@ -160 +160 @@ Understanding how priority, delay, and overflow routing work within Amazon Conne -### Routing in Amazon Connect +### Routing in Connect Customer @@ -162 +162 @@ Understanding how priority, delay, and overflow routing work within Amazon Conne -Contact routing in Amazon Connect is done through a collection of queues and routing configurations called a routing profile. A queue is equivalent to a skill or proficiency that agent needs to possess to service contacts for that queue. A routing profile can be viewed a set of skills that you can match to your contact’s needs +Contact routing in Connect Customer is done through a collection of queues and routing configurations called a routing profile. A queue is equivalent to a skill or proficiency that agent needs to possess to service contacts for that queue. A routing profile can be viewed a set of skills that you can match to your contact’s needs @@ -198 +198 @@ You can also add a delay to each of the queues within each of the routing profil -This diagram shows an SLA of 30 seconds. A call comes in for the Savings queue. The Savings queue immediately looks for an agent in the "Savings" routing profile due to the configuration of 0 delay in the profile for the queue. Because of the configuration of 15 delay for Senior Agents, they will not be eligible to receive the Savings contact for 15 seconds. After 15 seconds elapses, the contact becomes available for a Senior Level agent and Amazon Connect looks for the Longest Available across both routing profiles. +This diagram shows an SLA of 30 seconds. A call comes in for the Savings queue. The Savings queue immediately looks for an agent in the "Savings" routing profile due to the configuration of 0 delay in the profile for the queue. Because of the configuration of 15 delay for Senior Agents, they will not be eligible to receive the Savings contact for 15 seconds. After 15 seconds elapses, the contact becomes available for a Senior Level agent and Connect Customer looks for the Longest Available across both routing profiles. @@ -202 +202 @@ This diagram shows an SLA of 30 seconds. A call comes in for the Savings queue. -When you are designing customer experiences in Amazon Connect, plan to ensure a path to service. There are many planned and unplanned events that can impact the customer experience as they traverse through Amazon Connect Flows. The following sample customer experience shows some suggested checks to ensure a consistent quality experience for your contacts: +When you are designing customer experiences in Connect Customer, plan to ensure a path to service. There are many planned and unplanned events that can impact the customer experience as they traverse through Connect Customer Flows. The following sample customer experience shows some suggested checks to ensure a consistent quality experience for your contacts: @@ -216 +216 @@ This sample customer experience takes into account planned events such as Holida - * **Emergency messages** : After you have identified customer intent for call, it is suggested to implement an emergency check treatment. In the event of an emergency situation that impacts your contact center, you can store an emergency True/False flag in an intermediary database like DynamoDB. To allow your supervisors and administrators to set this flag dynamically, with no code, you can build a separate IVR that authenticates your Amazon Connect administrators based upon ANI and PIN number verification for internal use only. In the event of emergency, your supervisors can call into that dedicated line from their phones and after authentication set the Emergency flag to true for scenarios such as contact center closure due to inclement weather or ISP outage at the physical location of contact center. + * **Emergency messages** : After you have identified customer intent for call, it is suggested to implement an emergency check treatment. In the event of an emergency situation that impacts your contact center, you can store an emergency True/False flag in an intermediary database like DynamoDB. To allow your supervisors and administrators to set this flag dynamically, with no code, you can build a separate IVR that authenticates your Connect Customer administrators based upon ANI and PIN number verification for internal use only. In the event of emergency, your supervisors can call into that dedicated line from their phones and after authentication set the Emergency flag to true for scenarios such as contact center closure due to inclement weather or ISP outage at the physical location of contact center. @@ -218 +218 @@ This sample customer experience takes into account planned events such as Holida - * **Emergency message API** : You can also consider building an AWS API gateway with AWS Lambda function at the back end to set the Emergency flag to true/false securely in the database. Your supervisors can securely access that API through web to toggle disaster mode or dynamically toggle it in response to an external event. In your Amazon Connect instance, every contact that comes in through the flow will use AWS Lambda to check for that emergency flag and, in case of disaster mode, you can dynamically make announcements and provide a customer with a path to service. This will further ensure business continuity and mitigate the impact of situations like these from affecting your customers. + * **Emergency message API** : You can also consider building an AWS API gateway with AWS Lambda function at the back end to set the Emergency flag to true/false securely in the database. Your supervisors can securely access that API through web to toggle disaster mode or dynamically toggle it in response to an external event. In your Connect Customer instance, every contact that comes in through the flow will use AWS Lambda to check for that emergency flag and, in case of disaster mode, you can dynamically make announcements and provide a customer with a path to service. This will further ensure business continuity and mitigate the impact of situations like these from affecting your customers. @@ -222 +222 @@ This sample customer experience takes into account planned events such as Holida - * **Route to service** : When you transfer the call to the queue, you can offer queued callbacks, queue overflows, or tiered routing using Amazon Connect routing profiles to offer a consistent, high-quality experience for your callers that meet your Service Level requirements. + * **Route to service** : When you transfer the call to the queue, you can offer queued callbacks, queue overflows, or tiered routing using Connect Customer routing profiles to offer a consistent, high-quality experience for your callers that meet your Service Level requirements. @@ -233 +233 @@ This sample customer experience takes into account planned events such as Holida - * [Amazon Connect Service API Documentation](https://docs.aws.amazon.com/connect/latest/APIReference/welcome.html) + * [Connect Customer Service API Documentation](https://docs.aws.amazon.com/connect/latest/APIReference/welcome.html) @@ -240 +240 @@ This sample customer experience takes into account planned events such as Holida - * [How to handle unexpected contact spikes with Amazon Connect](https://aws.amazon.com/blogs/contact-center/how-to-handle-unexpected-contact-spikes-with-amazon-connect/) + * [How to handle unexpected contact spikes with Connect Customer](https://aws.amazon.com/blogs/contact-center/how-to-handle-unexpected-contact-spikes-with-amazon-connect/)