2023/04/10 - Amazon Connect Service - 4 updated api methods
Changes This release adds the ability to configure an agent's routing profile to receive contacts from multiple channels at the same time via extending the UpdateRoutingProfileConcurrency, CreateRoutingProfile and DescribeRoutingProfile APIs.
{'MediaConcurrencies': {'CrossChannelBehavior': {'BehaviorType': 'ROUTE_CURRENT_CHANNEL_ONLY '
'| '
'ROUTE_ANY_CHANNEL'}}}
Creates a new routing profile.
See also: AWS API Documentation
Request Syntax
client.create_routing_profile(
InstanceId='string',
Name='string',
Description='string',
DefaultOutboundQueueId='string',
QueueConfigs=[
{
'QueueReference': {
'QueueId': 'string',
'Channel': 'VOICE'|'CHAT'|'TASK'
},
'Priority': 123,
'Delay': 123
},
],
MediaConcurrencies=[
{
'Channel': 'VOICE'|'CHAT'|'TASK',
'Concurrency': 123,
'CrossChannelBehavior': {
'BehaviorType': 'ROUTE_CURRENT_CHANNEL_ONLY'|'ROUTE_ANY_CHANNEL'
}
},
],
Tags={
'string': 'string'
}
)
string
[REQUIRED]
The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.
string
[REQUIRED]
The name of the routing profile. Must not be more than 127 characters.
string
[REQUIRED]
Description of the routing profile. Must not be more than 250 characters.
string
[REQUIRED]
The default outbound queue for the routing profile.
list
The inbound queues associated with the routing profile. If no queue is added, the agent can make only outbound calls.
The limit of 10 array members applies to the maximum number of RoutingProfileQueueConfig objects that can be passed during a CreateRoutingProfile API request. It is different from the quota of 50 queues per routing profile per instance that is listed in Amazon Connect service quotas.
(dict) --
Contains information about the queue and channel for which priority and delay can be set.
QueueReference (dict) -- [REQUIRED]
Contains information about a queue resource.
QueueId (string) -- [REQUIRED]
The identifier for the queue.
Channel (string) -- [REQUIRED]
The channels agents can handle in the Contact Control Panel (CCP) for this routing profile.
Priority (integer) -- [REQUIRED]
The order in which contacts are to be handled for the queue. For more information, see Queues: priority and delay.
Delay (integer) -- [REQUIRED]
The delay, in seconds, a contact should be in the queue before they are routed to an available agent. For more information, see Queues: priority and delay in the Amazon Connect Administrator Guide.
list
[REQUIRED]
The channels that agents can handle in the Contact Control Panel (CCP) for this routing profile.
(dict) --
Contains information about which channels are supported, and how many contacts an agent can have on a channel simultaneously.
Channel (string) -- [REQUIRED]
The channels that agents can handle in the Contact Control Panel (CCP).
Concurrency (integer) -- [REQUIRED]
The number of contacts an agent can have on a channel simultaneously.
Valid Range for VOICE: Minimum value of 1. Maximum value of 1.
Valid Range for CHAT: Minimum value of 1. Maximum value of 10.
Valid Range for TASK: Minimum value of 1. Maximum value of 10.
CrossChannelBehavior (dict) --
Defines the cross-channel routing behavior for each channel that is enabled for this Routing Profile. For example, this allows you to offer an agent a different contact from another channel when they are currently working with a contact from a Voice channel.
BehaviorType (string) -- [REQUIRED]
Specifies the other channels that can be routed to an agent handling their current channel.
dict
The tags used to organize, track, or control access for this resource. For example, { "tags": {"key1":"value1", "key2":"value2"} }.
(string) --
(string) --
dict
Response Syntax
{
'RoutingProfileArn': 'string',
'RoutingProfileId': 'string'
}
Response Structure
(dict) --
RoutingProfileArn (string) --
The Amazon Resource Name (ARN) of the routing profile.
RoutingProfileId (string) --
The identifier of the routing profile.
{'RoutingProfile': {'MediaConcurrencies': {'CrossChannelBehavior': {'BehaviorType': 'ROUTE_CURRENT_CHANNEL_ONLY '
'| '
'ROUTE_ANY_CHANNEL'}}}}
Describes the specified routing profile.
See also: AWS API Documentation
Request Syntax
client.describe_routing_profile(
InstanceId='string',
RoutingProfileId='string'
)
string
[REQUIRED]
The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.
string
[REQUIRED]
The identifier of the routing profile.
dict
Response Syntax
{
'RoutingProfile': {
'InstanceId': 'string',
'Name': 'string',
'RoutingProfileArn': 'string',
'RoutingProfileId': 'string',
'Description': 'string',
'MediaConcurrencies': [
{
'Channel': 'VOICE'|'CHAT'|'TASK',
'Concurrency': 123,
'CrossChannelBehavior': {
'BehaviorType': 'ROUTE_CURRENT_CHANNEL_ONLY'|'ROUTE_ANY_CHANNEL'
}
},
],
'DefaultOutboundQueueId': 'string',
'Tags': {
'string': 'string'
},
'NumberOfAssociatedQueues': 123,
'NumberOfAssociatedUsers': 123
}
}
Response Structure
(dict) --
RoutingProfile (dict) --
The routing profile.
InstanceId (string) --
The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.
Name (string) --
The name of the routing profile.
RoutingProfileArn (string) --
The Amazon Resource Name (ARN) of the routing profile.
RoutingProfileId (string) --
The identifier of the routing profile.
Description (string) --
The description of the routing profile.
MediaConcurrencies (list) --
The channels agents can handle in the Contact Control Panel (CCP) for this routing profile.
(dict) --
Contains information about which channels are supported, and how many contacts an agent can have on a channel simultaneously.
Channel (string) --
The channels that agents can handle in the Contact Control Panel (CCP).
Concurrency (integer) --
The number of contacts an agent can have on a channel simultaneously.
Valid Range for VOICE: Minimum value of 1. Maximum value of 1.
Valid Range for CHAT: Minimum value of 1. Maximum value of 10.
Valid Range for TASK: Minimum value of 1. Maximum value of 10.
CrossChannelBehavior (dict) --
Defines the cross-channel routing behavior for each channel that is enabled for this Routing Profile. For example, this allows you to offer an agent a different contact from another channel when they are currently working with a contact from a Voice channel.
BehaviorType (string) --
Specifies the other channels that can be routed to an agent handling their current channel.
DefaultOutboundQueueId (string) --
The identifier of the default outbound queue for this routing profile.
Tags (dict) --
The tags used to organize, track, or control access for this resource. For example, { "tags": {"key1":"value1", "key2":"value2"} }.
(string) --
(string) --
NumberOfAssociatedQueues (integer) --
The number of associated queues in routing profile.
NumberOfAssociatedUsers (integer) --
The number of associated users in routing profile.
{'RoutingProfiles': {'MediaConcurrencies': {'CrossChannelBehavior': {'BehaviorType': 'ROUTE_CURRENT_CHANNEL_ONLY '
'| '
'ROUTE_ANY_CHANNEL'}}}}
This API is in preview release for Amazon Connect and is subject to change.
Searches routing profiles in an Amazon Connect instance, with optional filtering.
See also: AWS API Documentation
Request Syntax
client.search_routing_profiles(
InstanceId='string',
NextToken='string',
MaxResults=123,
SearchFilter={
'TagFilter': {
'OrConditions': [
[
{
'TagKey': 'string',
'TagValue': 'string'
},
],
],
'AndConditions': [
{
'TagKey': 'string',
'TagValue': 'string'
},
],
'TagCondition': {
'TagKey': 'string',
'TagValue': 'string'
}
}
},
SearchCriteria={
'OrConditions': [
{'... recursive ...'},
],
'AndConditions': [
{'... recursive ...'},
],
'StringCondition': {
'FieldName': 'string',
'Value': 'string',
'ComparisonType': 'STARTS_WITH'|'CONTAINS'|'EXACT'
}
}
)
string
[REQUIRED]
The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.
string
The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.
integer
The maximum number of results to return per page.
dict
Filters to be applied to search results.
TagFilter (dict) --
An object that can be used to specify Tag conditions inside the SearchFilter. This accepts an OR of AND (List of List) input where:
Top level list specifies conditions that need to be applied with OR operator
Inner list specifies conditions that need to be applied with AND operator.
OrConditions (list) --
A list of conditions which would be applied together with an OR condition.
(list) --
(dict) --
A leaf node condition which can be used to specify a tag condition, for example, HAVE BPO = 123.
TagKey (string) --
The tag key in the tag condition.
TagValue (string) --
The tag value in the tag condition.
AndConditions (list) --
A list of conditions which would be applied together with an AND condition.
(dict) --
A leaf node condition which can be used to specify a tag condition, for example, HAVE BPO = 123.
TagKey (string) --
The tag key in the tag condition.
TagValue (string) --
The tag value in the tag condition.
TagCondition (dict) --
A leaf node condition which can be used to specify a tag condition.
TagKey (string) --
The tag key in the tag condition.
TagValue (string) --
The tag value in the tag condition.
dict
The search criteria to be used to return routing profiles.
OrConditions (list) --
A list of conditions which would be applied together with an OR condition.
(dict) --
The search criteria to be used to return routing profiles.
AndConditions (list) --
A list of conditions which would be applied together with an AND condition.
(dict) --
The search criteria to be used to return routing profiles.
StringCondition (dict) --
A leaf node condition which can be used to specify a string condition.
FieldName (string) --
The name of the field in the string condition.
Value (string) --
The value of the string.
ComparisonType (string) --
The type of comparison to be made when evaluating the string condition.
dict
Response Syntax
{
'RoutingProfiles': [
{
'InstanceId': 'string',
'Name': 'string',
'RoutingProfileArn': 'string',
'RoutingProfileId': 'string',
'Description': 'string',
'MediaConcurrencies': [
{
'Channel': 'VOICE'|'CHAT'|'TASK',
'Concurrency': 123,
'CrossChannelBehavior': {
'BehaviorType': 'ROUTE_CURRENT_CHANNEL_ONLY'|'ROUTE_ANY_CHANNEL'
}
},
],
'DefaultOutboundQueueId': 'string',
'Tags': {
'string': 'string'
},
'NumberOfAssociatedQueues': 123,
'NumberOfAssociatedUsers': 123
},
],
'NextToken': 'string',
'ApproximateTotalCount': 123
}
Response Structure
(dict) --
RoutingProfiles (list) --
Information about the routing profiles.
(dict) --
Contains information about a routing profile.
InstanceId (string) --
The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.
Name (string) --
The name of the routing profile.
RoutingProfileArn (string) --
The Amazon Resource Name (ARN) of the routing profile.
RoutingProfileId (string) --
The identifier of the routing profile.
Description (string) --
The description of the routing profile.
MediaConcurrencies (list) --
The channels agents can handle in the Contact Control Panel (CCP) for this routing profile.
(dict) --
Contains information about which channels are supported, and how many contacts an agent can have on a channel simultaneously.
Channel (string) --
The channels that agents can handle in the Contact Control Panel (CCP).
Concurrency (integer) --
The number of contacts an agent can have on a channel simultaneously.
Valid Range for VOICE: Minimum value of 1. Maximum value of 1.
Valid Range for CHAT: Minimum value of 1. Maximum value of 10.
Valid Range for TASK: Minimum value of 1. Maximum value of 10.
CrossChannelBehavior (dict) --
Defines the cross-channel routing behavior for each channel that is enabled for this Routing Profile. For example, this allows you to offer an agent a different contact from another channel when they are currently working with a contact from a Voice channel.
BehaviorType (string) --
Specifies the other channels that can be routed to an agent handling their current channel.
DefaultOutboundQueueId (string) --
The identifier of the default outbound queue for this routing profile.
Tags (dict) --
The tags used to organize, track, or control access for this resource. For example, { "tags": {"key1":"value1", "key2":"value2"} }.
(string) --
(string) --
NumberOfAssociatedQueues (integer) --
The number of associated queues in routing profile.
NumberOfAssociatedUsers (integer) --
The number of associated users in routing profile.
NextToken (string) --
If there are additional results, this is the token for the next set of results.
ApproximateTotalCount (integer) --
The total number of routing profiles which matched your search query.
{'MediaConcurrencies': {'CrossChannelBehavior': {'BehaviorType': 'ROUTE_CURRENT_CHANNEL_ONLY '
'| '
'ROUTE_ANY_CHANNEL'}}}
Updates the channels that agents can handle in the Contact Control Panel (CCP) for a routing profile.
See also: AWS API Documentation
Request Syntax
client.update_routing_profile_concurrency(
InstanceId='string',
RoutingProfileId='string',
MediaConcurrencies=[
{
'Channel': 'VOICE'|'CHAT'|'TASK',
'Concurrency': 123,
'CrossChannelBehavior': {
'BehaviorType': 'ROUTE_CURRENT_CHANNEL_ONLY'|'ROUTE_ANY_CHANNEL'
}
},
]
)
string
[REQUIRED]
The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.
string
[REQUIRED]
The identifier of the routing profile.
list
[REQUIRED]
The channels that agents can handle in the Contact Control Panel (CCP).
(dict) --
Contains information about which channels are supported, and how many contacts an agent can have on a channel simultaneously.
Channel (string) -- [REQUIRED]
The channels that agents can handle in the Contact Control Panel (CCP).
Concurrency (integer) -- [REQUIRED]
The number of contacts an agent can have on a channel simultaneously.
Valid Range for VOICE: Minimum value of 1. Maximum value of 1.
Valid Range for CHAT: Minimum value of 1. Maximum value of 10.
Valid Range for TASK: Minimum value of 1. Maximum value of 10.
CrossChannelBehavior (dict) --
Defines the cross-channel routing behavior for each channel that is enabled for this Routing Profile. For example, this allows you to offer an agent a different contact from another channel when they are currently working with a contact from a Voice channel.
BehaviorType (string) -- [REQUIRED]
Specifies the other channels that can be routed to an agent handling their current channel.
None