Contact centers continuously face evolving challenges related to interaction volumes, staffing requirements, and the optimization of resources to meet customer demands. A significant hurdle in achieving operational efficiency lies in the ability to quickly implement routing changes to respond to emerging customer trends on a case-by-case basis. Traditionally, contact center administrators were required to make these adjustments on an individual agent basis, a process that proved to be both inefficient and prone to errors.
Fortunately, Amazon Connect now offers new APIs that allow for bulk execution of routing changes within your Amazon Connect instance. This enhancement enables users to create, read, and update routing profiles in a streamlined manner. The ability to add new routing profiles and assign them to hundreds of users is now both swift and reliable, requiring minimal effort.
Services Utilized
- Amazon Connect
- AWS CloudFormation
- Amazon CloudFront
- AWS IAM
- Amazon S3
Solution Overview
This solution leverages a CloudFormation template to create an S3 bucket that stores all necessary assets for various scenarios, such as altering routing profile configurations or generating new routing profiles. Users can access the website content through the CloudFront URL.
Walkthrough Steps
- Create the CloudFormation stack.
- Access the CloudFront web UI to visit the portal.
- Configure your AWS credentials for managing routing profiles in your Amazon Connect instance.
- Retrieve all routing profiles from the instance.
- Test and validate the solution by executing actions on the routing profiles of your Amazon Connect instances.
Note: All resources must be created in the US West (Oregon) Region. If you’re planning to implement this in a different region, you can find the source code at this GitHub repository.
Prerequisites
Before proceeding with this walkthrough, please ensure you have the following prerequisites:
- An AWS account
- An existing Amazon Connect instance
- Access to AWS services including:
- AWS IAM with permissions to create policies and roles
- Amazon CloudFront with permissions to create a distribution
- Amazon S3 with permissions to create buckets
- AWS CloudFormation for running the stack
- AWS IAM access and secret key credentials
Deploying the Stack
To execute the solution, follow these steps:
- Log in to AWS CloudFormation within the US West Region (Oregon).
- Launch the CloudFormation template from this link: Launch Here.
- Input a unique stack name (e.g., routingprofileapi-blog).
- Specify a unique name for the new S3 bucket where all necessary assets will be stored.
- Check the box acknowledging that AWS CloudFormation may create IAM resources.
- Click Next. The AWS CloudFormation template will take approximately 15-30 minutes to create all resources and should display a status of “CREATE_COMPLETE.” Expect an additional 15-20 minutes for Amazon CloudFront to finish deploying the website assets post status change.
Launching the Amazon Connect Instance APIs User Interface
- Navigate to the AWS CloudFormation Service in the AWS Management Console and select the newly created stack. Copy the CloudFrontEndpoint URL from the Outputs section.
- This URL directs you to the Amazon Connect Instance APIs website, where you will find options to list existing routing profiles, create new ones, or modify existing profiles in JSON format. On your first visit, input your AWS IAM credentials to access the Amazon Connect instance, then click “Save Configurations.”
- Refresh the page, and you will see a list of all routing profiles configured in your Amazon Connect instance.
Creating a Routing Profile
- Select “Create Routing Profile.” A pop-up will prompt you to input details in the Overview tab.
- Go to the Routing profile queues tab and click “Add queue.” Another pop-up will appear, asking for the queue details.
- After entering the details, click OK. The queue will be listed under the Routing profile queues table. You can add more queues as necessary.
- Finally, click on the Overview tab and select “Create routing profile” to finalize the new profile.
Modifying a Routing Profile
- Choose the routing profile you wish to modify from the table.
- Click “Modify routing profile.” This displays all details of the selected profile and its associated queues.
- You can adjust various attributes such as name and description, enable/disable voice/chat, and change the default outbound queue.
- To add a queue, click on the Routing profile queues tab and select “Add queue.” After entering the queue details, it will be added in real-time.
- To remove a queue, check the box next to the queue name and click “Remove Queue.” This executes the DisassociateRoutingProfileQueues API.
Cleaning Up
To avoid incurring future charges, delete the resources you created by visiting AWS CloudFormation.
Conclusion
In this post, we explored how to utilize Amazon Connect’s new routing profiles APIs to manage routing profiles from an existing Amazon Connect instance. You learned to programmatically perform functions such as listing all routing profiles, obtaining JSON outputs for routing profile details, and creating and modifying routing profiles, including adding and removing queues and adjusting channel settings. For additional insights, refer to this expert resource on the topic and consider visiting this discussion on Reddit for valuable community feedback.
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