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) --