Terminology used

The following terminology is used within this document.

attribute

An Amazon Connect custom attribute which, if set within a contact flow, will override the default configuration set within the app’s settings.

pop / popped

To automatically open a new tab (or shift focus to an existing one) in Zendesk for a specific user or ticket.

auto assignment

Setting where tickets are created and/or assigned to the call automatically based on conditions and rules described in this document (default behaviour).

manual assignment

Setting where users or tickets are presented to the agent (popped), and then it’s up to the agent to either create a new ticket (and for which user), or select an existing ticket and attach the call to it. To enable manual assignment set the attribute ticket_assignment to agent in your contact flow.

recognised customer

A customer that was identified as an existing Zendesk user.

unrecognised customer

A customer that could not be identified as an existing Zendesk user.

anonymous customer

A customer whose CLI came across as “anonymous” or “private” and therefore could not be identified as an existing Zendesk user.

user profile

A Zendesk user profile.

contact flow

An Amazon Connect contact flow.

app setting

The Amazon Connect app settings. To view or edit the app’s settings in Zendesk, go to admin, click on manage under apps and select the Amazon Connect app.

Contact flow attributes

Contact attributes are used to set the behaviour of the app. Contact attributes can be set within your contact flows. An attribute can be set to the same desired value at the start of every contact flow, or can be set dynamically, based on the business logic of the containing flow.

Below is a list of the configuration settings for each contact attribute, each with its default setting and the name of the attribute that overrides that default, if set in the contact flow.

Any attributes set within a contact flow will override its corresponding app setting.

Setting name

Attribute name

Description

Default setting

App setting name

Attribute values

Recent ticket timeout

recent_ticket_timeout

This setting controls whether a recent ticket of a recognised caller should be opened instead of creating a new one. E.g. setting this to 15 means that a new ticket will be created if there hasn’t been a ticket created or updated in the last 15 minutes for that user.

0

Create ticket after minutes

numerical value (in minutes)

Ticket assignment behaviour

ticket_assignment

Determines how tickets are created or assigned to a call. When set to auto a new ticket will be created for each call. When set to agent the agent will have control over the creation of new tickets or selecting from existing ones to attach the call to.

auto

Does not have an app setting. Can only be set within a contact flow.

auto; agent

Pop customer or ticket details before accepting the call

pop_incoming

If this option is set to false then customer or ticket details will be displayed in Zendesk only after the agent accepts the incoming call.

true

Does not have an app setting. Can only be set within a contact flow.

true; false

Insert call details with embedded call recording

voice_comment

When set to true, call details such as where the call originated from, who answered it, time and length of the conversation and audio recording of the call with embedded player will be attached to the ticket.

true

Does not have an app setting. Can only be set within a contact flow.

true; false

Provide a link to download the call recording file

download_recording

When set to true, a link to download the audio file (.wav) of the call recording will be attached to the ticket.

true

Does not have an app setting. Can only be set within a contact flow.

true; false

Dialled number

dialed_number

The number reported in tickets as the number that the caller dialled in inbound calls. This is usually set in contact flows from System.DialedNumber. If not set, the outbound CLI number specified in the app setting will be used.

null

Default entry point phone number

Phone number in E.164 format only

Zendesk ticket number

zendesk_ticket

If this attribute is set in a contact flow the ticket number specified will be opened, instead of creating a new one.

NOTE: the name of this attribute can be changed in the corresponding app setting.

null

Contact attribute name containing Zendesk Ticket Number.

Zendesk ticket number (entered by caller within IVR)

Zendesk user ID

zendesk_user

The ID of an existing Zendesk user. If this is set in a contact flow the app will disregard the caller’s CLI and search for a user by this ID.

null

Does not have an app setting. Can only be set within a contact flow.

Zendesk user ID (entered by caller within IVR)

Customer’s phone number

customer_number

Customer's phone number can be entered in the contact flow (using Store Customer Input block with phone number). If this is set in a contact flow the app will disregard the caller’s CLI and search for a user by this attribute.

null

Does not have an app setting. Can only be set within a contact flow.

Customer phone number (entered by caller within IVR)

Customer’s name

customer_name

Although Zendesk may treat a customer as an unrecognised caller, their name could be obtained from another source, eg. sales database within the contact flow. Using this attribute that name would then be applied to the newly created Zendesk user instead of the CLI.

null

Does not have an app setting. Can only be set within a contact flow.

Customer’s name entered via chat or set in IVR

Customer’s email

customer_email

When this attribute is present its value will be used to identify the customer when the contact type is chat and no zendesk_user attribute (see above) is present.

null

Does not have an app setting. Can only be set within a contact flow.

Customer’s email entered via chat or set in IVR

Customer’s language

customer_language

A 2-letter language code, required for speech analysis. Supported language codes are: en, es, fr, de, it, pt, ar, hi, ja, ko, zh, and zh-TW.

en

Does not have an app setting. Can only be set within a contact flow.

2-letter language code only

Force ticket creation

force_ticket_creation

When the ticket assignment attribute is set to agent, this attribute will determine whether to force create a ticket after the call finishes, if the agent hasn't already created or assigned a ticket during the call.

true

Does not have an app setting. Can only be set within a contact flow.

true; false

Advanced speech analysis

speech_analysis

Performs real-time transcription, text comprehension and sentiment analysis and allows you to attach results to Zendesk tickets. Can use any of the values transcript, comprehend, sentiment, or a combination of them separated by comma.

null

Does not have an app setting. Can only be set within a contact flow.

transcript; comprehend; sentiment

Pause / resume recording

pause_recording

Allows the agent to pause and resume a call recording

null

Does not have an app setting. Can only be set within a contact flow.

true; false

Create a ticket on every outbound call

all_outbound

By default, tickets will not be created for outbound calls to unknown numbers. When this attribute is set to true, a new user will be automatically created along with a new ticket.

false

Does not have an app setting. Can only be set within a contact flow.

true; false

Chat transcript

chat_transcript

When set to true the chat transcript between agent and customer will be attached to the ticket.

true

Does not have an app setting. Can only be set within a contact flow.

true; false

App settings

The app’s settings are configured in Zendesk. To view/edit the app’s settings, go to your Zendesk instance. Click on the admin icon in the left navigation bar, and under apps select manage. Click on the Amazon Connect app.

Default settings and assumptions

The default settings specify the behaviour of the app if no contact attributes have been set within your contact flows. Default settings for the app are as follows:

Setting name

Default setting

Default description

Recent ticket timeout

not set

Ticket assignment behaviour

auto

By default, a new ticket is created for each call.

Pop customer or ticket details before accepting the call

true

By default, customer or ticket details will pop for the agent before they accept a call.

Insert call details with embedded call recording

true

By default, call details with embedded call recording will be attached to every call.

Provide a link to download the call recording file

true

By default, a link to download the call recording file will be attached to every call.

Force ticket creation

true

By default, a ticket will be automatically created after the call finishes, if the agent hasn't already created or assigned a ticket during the call. Note this only applies when the ticket assignment attribute is set to agent.

Dialled number

not set

Zendesk ticket number

not set

Zendesk user ID

not set

Customer’s phone number

not set

Customer’s name

not set

Customer’s language

en

By default, the language for speech analysis is set to english.

Advanced speech analysis

not set

Create a ticket on every outbound call

false

By default, tickets will not be created for outbound calls to unknown numbers.

Chat transcript

true

By default, the chat transcript will be attached to a ticket after the end of a chat.

Customer identification for chats

Recognising a customer from a chat involves using a Lex bot to extract identifying details from the customer and calling the Zendesk search API (which is available as an existing add-on). In the end, the resulting customer ID should be put in the zendesk_user custom attribute within your contact flow which is then used in the app to uniquely identify the customer..

Alternatively, if the Zendesk search API is not used and your LEX bot just retrieves the customer’s name, this can be used to search for the customer as well. To do this, pass through the customer’s name through the custom attribute customer_name. If a single customer match is found, that customer’s user profile will pop for the agent. If there are multiple matches with the same name or email, the app will change its ticket assignment behaviour to agent and a notification message will pop, suggesting to the agent to do a search within Zendesk and select the appropriate user profile.

If a customer cannot be identified the app will change its ticket assignment behaviour to agent and the agent can create a new user and then click on the create ticket button to create a new ticket attached to this user.

Alternatively, the agent can first identify the customer and if they are an existing user the agent can navigate to the existing user’s profile and click on the create ticket button to create a ticket for that user.

The agent may also establish if the chat relates to one of the user’s existing tickets and attach the chat to it by opening the ticket and then clicking on the attach to current button.

Attaching chat transcript

When either party ends the conversation an additional private comment is added to the ticket containing the chat transcript. The chat transcript contains messaging between the agent and the customer but also status messaging, such as when either party joins or leaves the conversation and chat messages from the chat bot (Connect system messages).

The custom attribute chat_transcript controls whether the transcript gets attached to the ticket or not (default is true). This way the you can choose to not include it by setting the attribute in the contact flow to false.

Single concurrent chat

The latest version of the app only supports an agent being offered one chat at the time. Routing profiles in the related Connect instance should be configured accordingly.

If they’re not and a second chat comes in, the app will display an error message to the agent and will not create a ticket.

Enabling media-less mode

Media-less mode detaches the audio channel from the embedded Connect softphone within your Zendesk instance. The embedded softphone continues to function in all other aspects, such as accepting the call, creating and/or attaching call details to a Zendesk Support ticket, transferring a call to another agent, etc. The audio channel on the other hand needs to be handled by a separate instance of your Contact Control Panel (CCP), which must be launched before the agent starts receiving calls in the connector app.

Virtual Device Infrastructure (VDI) environments

The main purpose of media-less mode is to facilitate the use of the connector app in Virtual Device Infrastructure (VDI) environments where the standard embedded softphone won’t work.

Page and app refreshes

Another use of media-less mode is to bridge the otherwise interrupted audio channel when an agent reloads the Zendesk browser tab.

Normally, when a reload (or refresh) happens, the standard embedded softphone CCP reinitialises and therefore breaks the audio connection with the other party (e.g. customer). In media-less mode it is the external CCP that is open in a seperate tab that caries the audio connection which is unaffected by the reload of the embedded softphone within Zendesk.

This enhancement enabled us to refactor the embedded softphone in such a way that it seamlessly “survives” page reloads and apps refreshes. Call processing and ticket assignment logic continues as if the reload didn’t happen.

Multi-tab handling

This enhancement addresses a number of issues that may arise when handling a call while having the Zendesk Support app open in multiple tabs/windows simultaneously.

Previously, each instance of the Zendesk app would have its own embedded CCP (softphone), unaware of potential other instances, thus duplicating the processing logic. This would at times result in duplicated tickets, users and ticket comments.

With the latest upgrade (v2.2) only the instance (window/tab) that first received (or initiated) the call will be processing it. All others will ignore any further events related to that call. If the call processing tab is duplicated it’s treated as a new tab and the call will continue to be processed in the original one. It’s important not to close the call processing tab or its window. If this happens, try to reopen it (eg. CTRL+SHIFT+T / CTRL+SHIFT+N in Chrome).