AWS connect documentation change
Summary
Updated product branding from 'Amazon Connect' to 'Connect Customer' throughout the documentation
Security assessment
The changes are purely branding updates replacing 'Amazon Connect' with 'Connect Customer'. No security vulnerabilities, configurations, or features were modified or added. The content about routing behavior and expiration timers remains functionally identical without security implications.
Diff
diff --git a/connect/latest/adminguide/set-routing-criteria.md b/connect/latest/adminguide/set-routing-criteria.md index 58e00db50..384865511 100644 --- a//connect/latest/adminguide/set-routing-criteria.md +++ b//connect/latest/adminguide/set-routing-criteria.md @@ -9 +9 @@ DescriptionSupported channelsFlow typesPrerequisites for setting routing criteri -# Flow block in Amazon Connect: Set routing criteria +# Flow block in Connect Customer: Set routing criteria @@ -23 +23 @@ Sets routing criteria on a contact. - * Use the **Set routing criteria** block with the **Transfer to queue** block, as the latter transfers the contact to the Amazon Connect queue and activate the routing criteria specified on the contact. + * Use the **Set routing criteria** block with the **Transfer to queue** block, as the latter transfers the contact to the Connect Customer queue and activate the routing criteria specified on the contact. @@ -25 +25 @@ Sets routing criteria on a contact. - * Routing criteria set on the contact does not take effect if the contact is transferred into an agent queue. For more information, see [Set up routing in Amazon Connect based on agent proficiencies](./proficiency-routing.html). + * Routing criteria set on the contact does not take effect if the contact is transferred into an agent queue. For more information, see [Set up routing in Connect Customer based on agent proficiencies](./proficiency-routing.html). @@ -27 +27 @@ Sets routing criteria on a contact. - * When the expiration time (DurationInSeconds) is set too short, it can prevent the Amazon Connect from properly routing contacts to the next most proficient agent when the first agent misses the call. The default queue-based routing can compete with proficiency-based routing, leading to inconsistent routing behavior between these two methods. + * When the expiration time (DurationInSeconds) is set too short, it can prevent the Connect Customer from properly routing contacts to the next most proficient agent when the first agent misses the call. The default queue-based routing can compete with proficiency-based routing, leading to inconsistent routing behavior between these two methods. @@ -64 +64 @@ Before setting the routing criteria on a contact, you must complete the followin - 2. [Assign proficiencies to agents in your Amazon Connect instance](./assign-proficiencies-to-agents.html) using predefined attributes that were previously created + 2. [Assign proficiencies to agents in your Connect Customer instance](./assign-proficiencies-to-agents.html) using predefined attributes that were previously created @@ -102 +102 @@ For instructions about setting up this option, see [Transfer contacts to agent q -When a contact is transferred to a standard queue, Amazon Connect activates the first step specified in the routing criteria of the contact. +When a contact is transferred to a standard queue, Connect Customer activates the first step specified in the routing criteria of the contact. @@ -106 +106 @@ When a contact is transferred to a standard queue, Amazon Connect activates the - 2. If no such agent is found till the expiration duration of the step, then Amazon Connect moves to the next step specified in the routing criteria until one of them is satisfied. + 2. If no such agent is found till the expiration duration of the step, then Connect Customer moves to the next step specified in the routing criteria until one of them is satisfied. @@ -163 +163 @@ Using this option, you can set routing criteria on contacts as specified in the -As needed, you can configure predefined attribute value dynamically using JSONPath reference even in this option. For example, you can specify ``$.External.language`` JSONPath reference instead of hard coding a `AWS DynamoDB` value on the ``Technology`` requirement of all of the contacts. For more information about JSONPath reference, see [List of available contact attributes in Amazon Connect and their JSONPath references](./connect-attrib-list.html). +As needed, you can configure predefined attribute value dynamically using JSONPath reference even in this option. For example, you can specify ``$.External.language`` JSONPath reference instead of hard coding a `AWS DynamoDB` value on the ``Technology`` requirement of all of the contacts. For more information about JSONPath reference, see [List of available contact attributes in Connect Customer and their JSONPath references](./connect-attrib-list.html). @@ -169 +169 @@ You can set routing criteria on a contact dynamically based on the output from t - * In the [AWS Lambda function](./invoke-lambda-function-block.html) block, configure the Lambda function to return the routing criteria in JSON format and set the response validation as JSON. For more information about using the **Invoke AWS Lambda function** , see the [Grant Amazon Connect access to your AWS Lambda functions](./connect-lambda-functions.html) documentation. + * In the [AWS Lambda function](./invoke-lambda-function-block.html) block, configure the Lambda function to return the routing criteria in JSON format and set the response validation as JSON. For more information about using the **Invoke AWS Lambda function** , see the [Grant Connect Customer access to your AWS Lambda functions](./connect-lambda-functions.html) documentation. @@ -299 +299 @@ The following Lambda example uses `NOTAttributeCondidtion` and a range of profic - 3. **Expired:** When Amazon Connect does not find an agent during the duration of a step and the timer expires, the routing engine moves on to the next step. The previous step is considered _Expired_. + 3. **Expired:** When Connect Customer does not find an agent during the duration of a step and the timer expires, the routing engine moves on to the next step. The previous step is considered _Expired_. @@ -320 +320 @@ Following are frequently asked questions about how this functionality works. -Amazon Connect Customer Profiles provides seven out-of-the box default attributes based on contact records, including the Last agent identifier attribute, which identify the last agent the customer connected with. You can use this data to route new contacts from a given customer to the same agent who handled their contact previously. To do so, first use the Customer Profiles flow block to retrieve a customer profile using at least one search identifier, such as `Phone = $.CustomerEndpoint.Address`. For more information, see [Properties: Get profile](./customer-profiles-block.html#customer-profiles-block-properties-get-profile). +Connect Customer Customer Profiles provides seven out-of-the box default attributes based on contact records, including the Last agent identifier attribute, which identify the last agent the customer connected with. You can use this data to route new contacts from a given customer to the same agent who handled their contact previously. To do so, first use the Customer Profiles flow block to retrieve a customer profile using at least one search identifier, such as `Phone = $.CustomerEndpoint.Address`. For more information, see [Properties: Get profile](./customer-profiles-block.html#customer-profiles-block-properties-get-profile). @@ -322 +322 @@ Amazon Connect Customer Profiles provides seven out-of-the box default attribute -You can then use the **Set manually** option in the **Set routing criteria** block to specify that each contact should be routed to `$.Customer.CalculatedAttributes._last_agent_id` (a JSONPath reference) instead of hard coding a specific user ID, and set an expiration timer for how long to restrict each contact to route to the last agent. For more information on JSONPath reference, see [List of available contact attributes in Amazon Connect and their JSONPath references](./connect-attrib-list.html). For more information about the default attributes available through Amazon Connect Customer Profiles, see [Default calculated attributes in Amazon Connect Customer Profiles](./customerprofiles-default-calculated-attributes.html). +You can then use the **Set manually** option in the **Set routing criteria** block to specify that each contact should be routed to `$.Customer.CalculatedAttributes._last_agent_id` (a JSONPath reference) instead of hard coding a specific user ID, and set an expiration timer for how long to restrict each contact to route to the last agent. For more information on JSONPath reference, see [List of available contact attributes in Connect Customer and their JSONPath references](./connect-attrib-list.html). For more information about the default attributes available through Connect Customer Customer Profiles, see [Default calculated attributes in Connect Customer Customer Profiles](./customerprofiles-default-calculated-attributes.html). @@ -353 +353 @@ See these topics for scenarios that use this block: - * [How to reference contact attributes in Amazon Connect](./how-to-reference-attributes.html) + * [How to reference contact attributes in Connect Customer](./how-to-reference-attributes.html)