Amazon Connect Service

{'RoutingCriteria': {'Steps': [{'Expiry': {'DurationInSeconds': 'integer'},
                                'Expression': {'AndExpression': [()],
                                               'AttributeCondition': {'ComparisonOperator': 'string',
                                                                      'MatchCriteria': {'AgentsCriteria': {'AgentIds': ['string']}},
                                                                      'Name': 'string',
                                                                      'ProficiencyLevel': 'float',
                                                                      'Value': 'string'},
                                               'OrExpression': [()]}}]}}

Updates routing priority and age on the contact (QueuePriority and QueueTimeAdjustmentInSeconds ). These properties can be used to change a customer's position in the queue. For example, you can move a contact to the back of the queue by setting a lower routing priority relative to other contacts in queue; or you can move a contact to the front of the queue by increasing the routing age which will make the contact look artificially older and therefore higher up in the first-in-first-out routing order. Note that adjusting the routing age of a contact affects only its position in queue, and not its actual queue wait time as reported through metrics. These properties can also be updated by using the Set routing priority / age flow block.

See also: AWS API Documentation

Request Syntax

client.update_contact_routing_data(
    InstanceId='string',
    ContactId='string',
    QueueTimeAdjustmentSeconds=123,
    QueuePriority=123,
    RoutingCriteria={
        'Steps': [
            {
                'Expiry': {
                    'DurationInSeconds': 123
                },
                'Expression': {
                    'AttributeCondition': {
                        'Name': 'string',
                        'Value': 'string',
                        'ProficiencyLevel': ...,
                        'MatchCriteria': {
                            'AgentsCriteria': {
                                'AgentIds': [
                                    'string',
                                ]
                            }
                        },
                        'ComparisonOperator': 'string'
                    },
                    'AndExpression': [
                        {'... recursive ...'},
                    ],
                    'OrExpression': [
                        {'... recursive ...'},
                    ]
                }
            },
        ]
    }
)

type InstanceId

string

param InstanceId

[REQUIRED]

The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

type ContactId

string

param ContactId

[REQUIRED]

The identifier of the contact in this instance of Amazon Connect.

type QueueTimeAdjustmentSeconds

integer

param QueueTimeAdjustmentSeconds

The number of seconds to add or subtract from the contact's routing age. Contacts are routed to agents on a first-come, first-serve basis. This means that changing their amount of time in queue compared to others also changes their position in queue.

type QueuePriority

integer

param QueuePriority

Priority of the contact in the queue. The default priority for new contacts is 5. You can raise the priority of a contact compared to other contacts in the queue by assigning them a higher priority, such as 1 or 2.

type RoutingCriteria

dict

param RoutingCriteria

Updates the routing criteria on the contact. These properties can be used to change how a contact is routed within the queue.

• Steps (list) --

  When Amazon Connect does not find an available agent meeting the requirements in a step for a given step duration, the routing criteria will move on to the next step sequentially until a join is completed with an agent. When all steps are exhausted, the contact will be offered to any agent in the queue.

  • (dict) --

    Step defines the list of agents to be routed or route based on the agent requirements such as ProficiencyLevel, Name, or Value.

    • Expiry (dict) --

      An object to specify the expiration of a routing step.

      • DurationInSeconds (integer) --

        The number of seconds that the contact will be routed only to agents matching this routing step, if expiry was configured for this routing step.

    • Expression (dict) --

      A tagged union to specify expression for a routing step.

      • AttributeCondition (dict) --

        An object to specify the predefined attribute condition.

        • Name (string) --

          The name of predefined attribute.

        • Value (string) --

          The value of predefined attribute.

        • ProficiencyLevel (float) --

          The proficiency level of the condition.

        • MatchCriteria (dict) --

          An object to define AgentsCriteria .

          • AgentsCriteria (dict) --

            An object to define agentIds.

            • AgentIds (list) --

              An object to specify a list of agents, by user ID.

              • (string) --

        • ComparisonOperator (string) --

          The operator of the condition.

      • AndExpression (list) --

        List of routing expressions which will be AND-ed together.

        • (dict) --

          A tagged union to specify expression for a routing step.

      • OrExpression (list) --

        List of routing expressions which will be OR-ed together.

        • (dict) --

          A tagged union to specify expression for a routing step.

rtype

dict

returns

Response Syntax

{}

Response Structure

• (dict) --