Create predefined attributes for routing contacts to agents - Amazon Connect
Create a predefined attributePredefined attribute management APIsRequired security profile permissionsSystem predefined attributesFrequently asked questions

Create predefined attributes for routing contacts to agents

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Predefined attributes are attributes in an Amazon Connect instance that can be used to route contacts to an agent or pools of agents within a queue. A predefined attribute is made up of a name and a value.

  • You can create up to 128 values per attribute.

  • A predefined attribute name can be up to 64 characters long.

  • A predefined attribute value can be up to 64 characters long.

  • You can create and manage predefined attributes manually by using the Amazon Connect admin website; the steps are described in this topic. Or programmatically by using the Predefined attribute management APIs.

  • Pattern for predefined attribute: ^(?!(aws:|connect:))[\p{L}\p{Z}\p{N}_.:/=+-@']+$

  • You can find the service quota for the number of predefined attributes in an Amazon Connect instance here.

Create a predefined attribute

  1. On the navigation menu, choose Routing, Predefined attributes, Add predefined attribute.

  2. In the Add predefined attributes section, add the name in the Predefined attribute box and value in the Value box

  3. Add additional values for the attribute by choosing Add predefined attribute.

    The Add predefined attributes section.

  4. Choose Save to save the attribute and values.

    Choose Save to save the attribute and values.

  5. Choose Refresh to update the Predefined attribute management page with the attributes that have been created.

Predefined attribute management APIs

Required security profile permissions for managing predefined attributes

Before you can add predefined attributes to Amazon Connect, you need the following permissions assigned to your security profile: Predefined attributes. The following image shows this security profile permission in the Routing section of the Add/Edit security profile page.

Required permissions for managing predefined attributes.

System predefined attributes

System attributes, identified as connect: are predefined attributes set by Amazon Connect. The connect: name and values cannot be changed or deleted. The system attributes available today are connect:Language and connect:Subtype. You can add 128 custom values for connect:Language. You cannot change connect:Subtype but it can be used in routing criteria for routing.

System predefined attributes.

Frequently asked questions

  • Do I need to define levels on a predefined attribute when I create it?

    • A predefined attributed is made up of a name-value pair. For example, a name such as language and values such as English, French, Swahili.

    • A proficiency level is an indicator, ranging from 1 to 5, of the level of expertise of an agent for a given attribute value. It is set in the user profile. Level 1 is the lowest proficiency, while 5 is the highest.

  • Can I create duplicate predefined attributes? Case sensitivity?

    • No, you cannot create predefined attribute with duplicate names or values. In addition, case sensitivity does not allow you to use duplicate names. For example, a new predefined attribute with the name language cannot be created if a predefined attribute with name Language exists in your Amazon Connect instance.

  • Can I delete a attribute if it is already assigned to an agent?

    • An attribute can only be deleted if it not associated with any agent.

    • Before deleting an attribute, you should ensure none of the contacts are waiting for an agent with that attribute or the contact will not find a match.

  • How can I update the name of an attribute or value?

    1. Stop using the attribute on future contacts to drain all of the contacts on an active contact type.

    2. Update all of the attributes.