Step 3: Add Amazon Connect as an ACD

Next, add and configure Amazon Connect as an ACD in Calabrio ONE.

Add Amazon Connect as an ACD

  1. In Calabrio ONE, navigate to Application Management > ACD Configuration.
  2. Click Add.

  3. In the ACD Details dialog box, configure the fields as follows.

    Field Configuration
    Select ACD Select Amazon Connect.
    Name Enter a unique name for the Amazon Connect ACD.
  4. Click OK.

Configure the Amazon Connect ACD

  1. In the ACD Servers table, select your Amazon Connect ACD.

  2. (Optional) Configure the ACD Filtering section.

    Field Configuration
    Filters

    If you want to limit the users who are synced from the ACD, add an ACD filter. For example, you might configure a Team Name filter that allows the sync of users who belong to a team that matches a certain naming pattern. You can configure multiple ACD filters.

    NOTE   

    Which agents the filter captures depends on which hierarchical level you filter at. If you filter at a higher-level team, you not only capture the agents in that higher-level team. You also capture every agent in every team that is nested under it.

  3. Configure the Synchronization Interval section as follows.

    Field Configuration
    Interval (Minutes)

    Enter the length of the interval at which Calabrio ONE checks the Login/Logout Report folder in the S3 bucket for the Login/Logout report.

    You can only schedule the Login/Logout report to automatically export once a day. This means that new users, new teams, and changes to existing users are automatically updated in Calabrio ONE once a day only, even if you have set the interval so that Calabrio ONE checks the login/logout report folder for the login/logout report more often.

    To import new users, new teams, and changes to existing users more frequently, manually generate the Login/Logout report in Amazon Connect and upload it to the folder in the S3 bucket where the Login/Logout report is stored.

    Login Logout Report Folder

    Enter the path to the folder in the S3 bucket that contains the Login/Logout Report. Exclude the S3 bucket prefix.

    This path is case-sensitive.

    EXAMPLE   connect/AcmeCo/Reports/LoginLogout

  4. Configure the Amazon Connect section as follows.

    Field Configuration
    Choose Region Select the same region that your Amazon Connect instance is in.
    S3 Bucket

    Enter the name of the S3 bucket that your Amazon Connect instance uses for data streaming (CTRs) and data storage (exported reports and call recordings).

    This name is case-sensitive.
    IAM Access Key Enter the access key ID of the IAM user who is assigned to a policy that grants the minimum required permissions for the S3 bucket and Kinesis stream that your Amazon Connect instance uses. See “IAM,” Step 1: Set Up Amazon Services.
    IAM Secret Key Enter the secret access key of the IAM user who is assigned to a policy that grants the minimum required permissions for the S3 bucket and Kinesis stream that your Amazon Connect instance uses. See “IAM,” Step 1: Set Up Amazon Services.

  5. Configure the Historical Data Capture section as follows.

    Field Configuration

    Service Historical Report S3 Folder

    Enter the path to the subfolder in the S3 bucket that contains the custom report configured for service queue historical data. Exclude the S3 bucket prefix.

    This path is case-sensitive.

    EXAMPLE   connect/AcmeCo/Reports/ServiceHistorical
    Agent Productivity Report S3 Folder

    Enter the path to the subfolder folder in the S3 bucket that contains the custom report configured for agent productivity data. Exclude the S3 bucket prefix.

    This path is case-sensitive.

    EXAMPLE   connect/AcmeCo/Reports/AgentProductivity
    Agent Productivity by Queue Report S3 Folder

    Enter the path to the subfolder in the S3 bucket that contains the custom report configured for agent productivity by queue data. Exclude the S3 bucket prefix.

    This path is case-sensitive.

    EXAMPLE   connect/AcmeCo/Reports/AgentProductivityByQueue
    Agent Real Time Report S3 Folder

    Enter the path to the folder that contains agent real-time data. Exclude the S3 bucket prefix.

    This path is case-sensitive.

    EXAMPLE   connect/AcmeCo/RealTime

    See Amazon Connect Field Notice for more information on the procedure required to enable this change.
    Service Level Threshold Select the same service level seconds metric that you selected when you configured the custom report for service queue historical data.

  6. Configure the Real Time Data Capture section as follows.

    Field Configuration
    Kinesis Real Time Stream Name

    The name of the Kinesis stream that you selected for agent events.

    This name is case-sensitive.

    EXAMPLE   AcmeStream

  7. Configure the Recordings section as follows.

    Field Configuration
    S3 Folder for Recordings

    Enter the path to the folder in the S3 bucket that contains call recordings. Exclude the S3 bucket prefix.

    This path is case-sensitive.

    EXAMPLE   connect/AcmeCo/Recordings

    S3 Folder For Contacts

    (Optional) Enter the S3 bucket path that contains contact metrics. You must set up a custom metrics report prior to configuring this field. See "Custom Report for Contact Metrics" in Step 2: Configure Amazon Connect for the procedure.

    This path is case-sensitive.

    EXAMPLE   connect/AcmeCo/Reports/Contacts
    S3 Folder for Contact Records

    Enter the path to the folder in the S3 bucket where the Kinesis Firehose places contact trace records (CTRs). Exclude the S3 bucket prefix.

    This path is case-sensitive.

    EXAMPLE   connect/AcmeCo/CTRs
  8. (Optional) Select Enable RTE Messaging for Screen Recording. This allows you to record the screens of Amazon Connect agents who are configured for screen recording in Calabrio ONE. For more information about screen recording, see QM Data.
  9. Click Save.

NOTE   Clicking Test Connection checks for the existence and validity of sample reports in the base folder. It will fail if there are no files in that folder. Only processed reports appear in the archive folder in your Amazon Connect instance. You can check the archive folder in your Amazon Connect instance to ensure the files are being processed. All three Service Historical, Agent Productivity, and Agent Productivity by Queue reports are required to process historical data.