Amazon Connect - Administrator Guide

1 Amazon ConnectAdministrator GuideAmazon Connect Administrator GuideAmazon Connect : Administrator GuideCopyright 2018 Amazon Web Services, Inc. and/or its affiliates. All rights 's trademarks and trade dress may not be used in connection with any product or service that is not Amazon 's, in any mannerthat is likely to cause confusion among customers, or in any manner that disparages or discredits Amazon . All other trademarks notowned by Amazon are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored Connect Administrator GuideTable of ContentsWhat Is Amazon Connect ?

2 1 Amazon Connect Instances .. 1 Identity Management .. 1 Amazon Connect Administrator .. 1 Secure Storage and Data Integrity .. 1 Supported Browsers .. 2 Service Limits .. 2 Related Services .. 4 Release Notes .. 6 August 2018 6 General 6 Contact Routing .. 6 Metrics and Reporting .. 6 July 2018 6 Feature Releases .. 7 General 7 Metrics and Reporting .. 7 Contact Flows .. 7 June 2018 7 General 7 Telephony and Voice .. 8 Contact Flows .. 8 Metrics and Reporting .. 8 Contact Control Panel (CCP) .. 8 April and May 2018 Updates .. 8 General 8 Telephony and Voice .. 9 Contact Flows.

3 9 Contact Control Panel (CCP) .. 9 Getting Started .. 10 Before You Begin .. 10 Plan for User and Identity Management .. 11 Create an Amazon Connect Instance .. 11 Use an Existing Directory for Amazon Connect Identity Management .. 12 Configure SAML for Identity Management in Amazon Connect .. 13 Overview of Using SAML with Amazon Connect .. 13 Enabling SAML-based Authentication for Amazon Connect .. 14 Select SAML Authentication During Instance Creation .. 15 Enable SAML Federation Between Your Identity Provider and AWS .. 15 Use a Destination in Your Relay State URL .. 17 Add users to Your Amazon Connect Instance.

4 17 SAML User Log in and Session 18 Port Your Current Phone Number .. 18 About Porting Phone Numbers .. 19 Integrate with Your CRM .. 20 Remove Your Amazon Connect Instance .. 20 Configuring Your Instance .. 21 Overview .. 21 Telephony .. 21 Data 21 Data Streaming .. 22 Application 23 Contact Flows .. 23iiiAmazon Connect Administrator GuideSecurity Keys .. 23 Add an Amazon Lex bot to Your Instance .. 24 Contact flow logs .. 24 Using Service-Linked Roles .. 25 Service-Linked Role Permissions for Amazon Connect .. 25 Creating a Service-Linked Role for Amazon Connect .. 26 Editing a Service-Linked Role for Amazon Connect .

5 26 Deleting a Service-Linked Role for Amazon Connect .. 26 Supported Regions for Amazon Connect Service-Linked Roles .. 26 Monitoring Amazon Connect in Amazon CloudWatch Metrics .. 27 Amazon Connect Metrics Sent to CloudWatch .. 27 Amazon Connect CloudWatch Metrics Dimensions .. 28 Granting Access to Lambda Functions .. 30 Invoking a Lambda Function from a Contact Flow .. 30 Create a Lambda Function and Configure a Trigger Policy .. 30 Invoke the Lambda Function in Your Contact Flow .. 31 Configure Your Lambda Function .. 32 Verify the Function Response .. 32 Using the Lambda Function Response.

6 33 Salesforce Integration .. 34 About the Adapter .. 34 Prerequisites .. 34 Browser Compatibility .. 35To integrate with Salesforce .. 35 Troubleshooting Common Issues .. 35 Document History .. 36ivAmazon Connect Administrator GuideAmazon Connect InstancesWhat Is Amazon Connect ? Amazon Connect is a cloud-based contact center solution. Amazon Connect makes it easy to set up andmanage a customer contact center and provide reliable customer engagement at any scale. You canset up a contact center in just a few steps, add agents from anywhere, and start to engage with yourcustomers right Connect provides rich metrics and real-time reporting that allow you to optimize contactrouting to decrease wait times.

7 You can also resolve customer issues more efficiently by puttingcustomers in touch with the right agents. Amazon Connect integrates with your existing systems andbusiness applications to provide visibility and insight into all of your customer interactions. AmazonConnect requires no long-term contracts, and you pay only for what you Connect InstancesTo create an Amazon Connect contact center, you create an Amazon Connect instance. Each instancecontains all of the resources and settings related to your contact center. You can manage settings foryour instance from the Amazon Connect console.

8 You can manage settings for your contact center fromwithin your contact center. You can create multiple instances, but each instance functions only withinthe AWS region in which you create it. Settings, users, metrics, and reporting are not shared betweenAmazon Connect ManagementWhen you create an Amazon Connect instance, you must choose how you want to manage your AmazonConnect users. Permissions to access Amazon Connect features and resources, such as opening thecontact control panel (CCP), placing calls, or creating reports, are assigned to user accounts withinAmazon Connect . You can choose from the following three options for identity management: Store users in Amazon Connect .

9 Link to an existing directory using AWS Directory Service. Use SAML authentication to federate with your Amazon Connect instance and enable learn more about identity management in Amazon Connect , see Plan for User and IdentityManagement (p. 11). Amazon Connect AdministratorAmazon Connect administrators set permissions, manage and generate metrics, add users, and configureall aspects of your contact center. You can grant or deny different types of permissions by assigningsecurity profiles in Amazon Storage and Data IntegritySecure storage and data integrity are an important part of managing recorded calls.

10 Customer calls arerecorded in real time and can contain sensitive default, AWS creates a new Amazon S3 bucket during the configuration process, with built-inencryption. You can also use existing S3 buckets. There are separate buckets for call recordings and1 Amazon Connect Administrator GuideSupported Browsersexported reports, and they are configured independently. There is full access through Amazon Connectand control over recordings, allowing for custom retention policies. The customizable metrics reportspublished into Amazon S3 can be processed using the Amazon S3 API or AWS Lambda.