Connection settings for Amazon Connect

The following fields appear if the ACD you select is 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:

  1. 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.

Use IAM Role—An IAM entity that defines a set of permissions for making AWS service requests. Selecting the checkbox displays the Role ARN and External ID fields.

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.

Role ARN—The Amazon Resource Name (ARN) for the role in the customer's AWS account that grants access to the S3 bucket (or more generally, the AWS services) Calabrio ONE will access. This role ARN should be in the standard AWS format:

arn:aws:iam::<CUSTOMER_AWS_ACCOUNT_NUMBER:role/<ROLE_NAME>

External ID—The unique ID in AWS used by Calabrio when assuming the role in the customer's AWS account for cross-account role access. The field is a string that must have a minimum of 2 characters and maximum of 550 characters.

BEST PRACTICE   Start with an alphanumeric syntax that contains only hyphens because it is consistent with allowed values.

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

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.