Change the "Agent activity" status in a metrics report in the Contact Control Panel (CCP)
Agents manually set their status in the Contact Control Panel (CCP). However, on the real-time metrics report and analytics dashboard, managers can manually change the Agent Activity status of an agent. This overrides what the agent has set in the CCP.
The value that's displayed in the Agent Activity column can be either:
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The agent's availability status, such as Offline, Available, or Break.
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The contact state, such as Incoming or On contact.
When you choose the Agent Activity column, you can select and change an agent's availability status, such as Offline, Available, or Break. The following image shows an example where the Available and Offline statuses, along with some custom statuses, are in the dropdown list of the Activity column. After the new status is selected, it will be reflected within the Activity column itself after the update has finished.
This change also appears in the agent event stream.
When a contact state is displayed in the Agent Activity column, such as Incoming or On contact, you can change it to any other availability status and this will be displayed in the Next activity column after the update has finished.
When a manager changes an agent's activity status from Missed contact state to an availability status in the analytics pages, the system behavior differs for single or multiple contact states:
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Single-contact state scenario: If the agent has only Missed contact states across all channels, the system clears the Missed status and immediately applies the new availability status.
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Multi-contact state scenario: If the agent is currently On Contact/Incoming on any channel while having Missed contacts on other channels, the system populates the Next activity column when the manager selects any status except Available.
Note
The real-time metrics report and analytics dashboards do not display who changed
the agent's status. You can find this information in AWS CloudTrail by looking at the
PutUserStatus API events. For more information, see Find who changed an agent's activity status.
Required permissions to change an agent's activity status
For someone such as a manager to be able to change an agent's activity status on the analytics pages, they need to be assigned a security profile that has the following permission:
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View - Agent Status
The Agent status - View permission is shown in the following image of the Users and permissions section of the security profile page.
Find who changed an agent's activity status
A manager can change an agent's status on the real-time metrics page and analytics
dashboards. When this happens, Connect Customer calls the PutUserStatus API on the manager's behalf by
using the service-linked role. CloudTrail records this API call, so you can identify who made the
change. For more information about how Connect Customer works with CloudTrail, see Log Connect Customer API calls with AWS CloudTrail.
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Open the CloudTrail console in the same AWS Region as your Connect Customer instance, and then choose Event history.
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For Lookup attributes, choose Event name, and then enter
PutUserStatus. The event source isconnect.amazonaws.com. -
Choose the event to open its record, and then review the following fields.
requestParameters.UserId-
The user ID of the agent whose status was changed.
requestParameters.AgentStatusId-
The ID of the new agent status.
userIdentity.arn-
An Amazon Resource Name (ARN) of the form
arn:aws:sts::. The session name (which is also the portion after the colon inaccount-id:assumed-role/AWSServiceRoleForAmazonConnect_suffix/session-nameuserIdentity.principalId) is the user ID of the manager who made the change. eventTime-
The date and time when the status was changed.
To map these IDs to names, use the following:
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For the user IDs of the agent and the manager, use the DescribeUser API, or find the user on the Users page in the Connect Customer admin website.
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For the agent status ID, use the DescribeAgentStatus API.
