Connection settings for Amazon Connect

Section	Description
ACD Filtering	(Optional) The ACD filter limits the users who are synced from Amazon Connect. 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 Teams in Amazon Connect are structured in a hierarchy that can have up to five levels. In this hierarchy, lower-level teams are nested under higher-level teams: Main Team First Sub Team Second Sub Team 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. For example, if you filter at the level of the First Sub Team, you capture only the agents in that team. However, if you filter at the level of the Main Team, you capture both the agents in the Main Team and the agents in the First and Second Sub Teams.
Synchronization Interval	Interval (Minutes)—The length of the interval at which Calabrio ONE checks the Login/Logout Report folder in the S3 bucket for the Login/Logout report. Login Logout Report Folder—The path to the folder in the S3 bucket that contains the Login/Logout Report, which is used to sync Amazon Connect with Calabrio ONE. Exclude the S3 bucket prefix when you enter this path. See Integrate core Amazon Connect configuration data.
Amazon Connect	Choose Region—The region of your Amazon Connect instance. S3 Bucket—The URL of the S3 bucket that the Amazon Connect instance uses for data storage and as a destination for data streaming. See Configure the S3 bucket for the Amazon Connect instance. IAM Access Key—The access key ID of the IAM user who is assigned to a policy that grants read, write, and delete access to the S3 bucket that Calabrio ONE uses. IAM Secret Key—The secret access key of the IAM user who is assigned to a policy that grants read, write, and delete access to the S3 bucket that Calabrio ONE uses.
Historical Data Capture	Service Historical Report S3 Folder—The path to the folder in the S3 bucket that contains the Service Historical Report. Exclude the S3 bucket prefix when you enter this path. See Configure Amazon Connect reports for historical data capture. EXAMPLE ServiceName/InstanceName/ExportedReportsPrefix/ServiceQueueHistorical Agent Productivity Report S3 Folder—The path to the folder in the S3 bucket that contains the Agent Productivity Report. Exclude the S3 bucket prefix when you enter this path. See Configure Amazon Connect reports for historical data capture. EXAMPLE ServiceName/InstanceName/ExportedReportsPrefix/AgentProductivity Agent Productivity by Queue Report S3 Folder—The path to the S3 folder that contains the Agent Productivity by Queue Report. Exclude the S3 bucket prefix when you enter this path. See Configure Amazon Connect reports for historical data capture. EXAMPLE ServiceName/InstanceName/ExportedReportsPrefix/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. Service Level Threshold—The service level seconds metric that you have selected when you created the report for the Service Historical Report S3 Folder field.
Real Time Data Capture	Kinesis Real Time Stream Name—The name of the data stream that you configured on the Amazon Kinesis dashboard. This is used to update the real-time status of your agents. Do not include the entire ARN when you enter this name. Only include the name you entered when you created the stream.
Recordings	S3 Folder for Recordings—The path to the folder in the S3 bucket that contains call recordings. Exclude the S3 bucket prefix when you enter this path. EXAMPLE ServiceName/InstanceName/Recordings S3 Folder for Contact Records—The path to the folder in the S3 bucket where the Kinesis Firehose places contact trace records (CTRs). Exclude the S3 bucket prefix when you enter this path. EXAMPLE ServiceName/InstanceName/CTRs
Enable RTE Messaging for Screen Recording	Enables the Smart Desktop to record screens for calls recorded by Amazon Connect.

ACD Filtering

(Optional) The ACD filter limits the users who are synced from Amazon Connect. 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

Teams in Amazon Connect are structured in a hierarchy that can have up to five levels. In this hierarchy, lower-level teams are nested under higher-level teams:

Main Team
1. First Sub Team
2. Second Sub Team

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.

For example, if you filter at the level of the First Sub Team, you capture only the agents in that team. However, if you filter at the level of the Main Team, you capture both the agents in the Main Team and the agents in the First and Second Sub Teams.

Synchronization Interval

Interval (Minutes)—The length of the interval at which Calabrio ONE checks the Login/Logout Report folder in the S3 bucket for the Login/Logout report.

Login Logout Report Folder—The path to the folder in the S3 bucket that contains the Login/Logout Report, which is used to sync Amazon Connect with Calabrio ONE. Exclude the S3 bucket prefix when you enter this path. See Integrate core Amazon Connect configuration data.

Amazon Connect

Choose Region—The region of your Amazon Connect instance.

S3 Bucket—The URL of the S3 bucket that the Amazon Connect instance uses for data storage and as a destination for data streaming. See Configure the S3 bucket for the Amazon Connect instance.

IAM Access Key—The access key ID of the IAM user who is assigned to a policy that grants read, write, and delete access to the S3 bucket that Calabrio ONE uses.

IAM Secret Key—The secret access key of the IAM user who is assigned to a policy that grants read, write, and delete access to the S3 bucket that Calabrio ONE uses.

Historical Data Capture

Service Historical Report S3 Folder—The path to the folder in the S3 bucket that contains the Service Historical Report. Exclude the S3 bucket prefix when you enter this path. See Configure Amazon Connect reports for historical data capture.

EXAMPLE ServiceName/InstanceName/ExportedReportsPrefix/ServiceQueueHistorical

Agent Productivity Report S3 Folder—The path to the folder in the S3 bucket that contains the Agent Productivity Report. Exclude the S3 bucket prefix when you enter this path. See Configure Amazon Connect reports for historical data capture.

EXAMPLE ServiceName/InstanceName/ExportedReportsPrefix/AgentProductivity

Agent Productivity by Queue Report S3 Folder—The path to the S3 folder that contains the Agent Productivity by Queue Report. Exclude the S3 bucket prefix when you enter this path. See Configure Amazon Connect reports for historical data capture.

EXAMPLE ServiceName/InstanceName/ExportedReportsPrefix/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.

Service Level Threshold—The service level seconds metric that you have selected when you created the report for the Service Historical Report S3 Folder field.

Real Time Data Capture

Kinesis Real Time Stream Name—The name of the data stream that you configured on the Amazon Kinesis dashboard. This is used to update the real-time status of your agents. Do not include the entire ARN when you enter this name. Only include the name you entered when you created the stream.

Recordings

S3 Folder for Recordings—The path to the folder in the S3 bucket that contains call recordings. Exclude the S3 bucket prefix when you enter this path.

EXAMPLE ServiceName/InstanceName/Recordings

S3 Folder for Contact Records—The path to the folder in the S3 bucket where the Kinesis Firehose places contact trace records (CTRs). Exclude the S3 bucket prefix when you enter this path.

EXAMPLE ServiceName/InstanceName/CTRs

Enable RTE Messaging for Screen Recording

Enables the Smart Desktop to record screens for calls recorded by Amazon Connect.

Connection settings for Amazon Connect (for QM and Analytics)