OnPostCallAnalysisAvailable - Amazon Connect
PostCall words or phrases - Exact matchPostCall words or phrases - Semantic matchPostCall natural language - Semantic matchPostCall words or phrases - Pattern matchPostCall agent conditionPostCall queue conditionPostCall contact attributes conditionPostCall sentiment state conditionPostCall sentiment overall score conditionPostCall sentiment score shift conditionPostCall total non-talk time conditionPostCall longest non-talk time conditionPostCall interruption condition

OnPostCallAnalysisAvailable

PostCall words or phrases - Exact match

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands – A list of strings

  • ComparisonValue – "$.ContactLens.PostCall.ExactMatch.Transcript"

  • FilterClause –

    {
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "PostCallContactPeriodSeconds", // Optional filter type. If omitted, the rule applies to the full contact
            "Data": { // Either "First" or "Last" needs to be specified. 
                "First": number
             }
        },
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        }
    ]
}

  • Negate - true or false. If set to true, it means If transcript does not contain any of the words mentioned in the Operands.

PostCall words or phrases - Semantic match

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands – A list of strings

  • ComparisonValue – "$.ContactLens.PostCall.SemanticMatch.Transcript"

  • FilterClause –

    {
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "PostCallContactPeriodSeconds", // Optional filter type. If omitted, the rule applies to the full contact
            "Data": { // Either "First" or "Last" needs to be specified. 
                "First": number
             }
        },
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        }
    ]
}

  • Negate - true or false. If set to true, it means If transcript does not contain any of the words mentioned in the Operands.

PostCall natural language - Semantic match

Parameters

  • Operator - "EQUALS"

  • Operands – A list with a single string

  • ComparisonValue – ""$.ContactLens.PostCall.SemanticMatch.Phrase"

  • FilterClause –

    {
     Operator: "EQUALS",
     Operands: [
          "Customer called to change their address and agent proceeded with the address change during the call."
     ],
     ComparisonValue: "$.ContactLens.PostCall.SemanticMatch.Phrase",
     Negate: true or false
},

  • Negate - true or false. If set to true, it means If transcript does not contain any of the words mentioned in the Operands.

PostCall words or phrases - Pattern match

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands – A list of pattern match objects. See PatternMatch Operands.

  • ComparisonValue – "$.ContactLens.PostCall.PatternMatch.Transcript"

  • FilterClause –

    {
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "PostCallContactPeriodSeconds", // Optional filter type. If omitted, the rule applies to the full contact
            "Data": { // Either "First" or "Last" needs to be specified. 
                "First": number
             }
        },
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        },
        {
            "Type": "PatternMatchLanguageFilter",
            "Data": "EN"|"ES"|"AR"|"DE"|"FR"|"HI"|"IT"|"PT"|"KO"|"JA"|"ZH"
        }
    ]
}

  • Negate - true or false. If set to true, it means If transcript does not contain any of the words mentioned in the Operands.

PostCall agent condition

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands – A list of agent IDs

  • ComparisonValue – "$.ContactLens.PostCall.Agent.AgentId"

  • Negate - false

PostCall queue condition

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands – A list of queue IDs.

  • ComparisonValue – "$.ContactLens.PostCall.Queue.QueueId"

  • Negate - true/false. If set to true, it means If queue is not any of the queues mentioned in the Operands. .

PostCall contact attributes condition

Parameters

  • Operator - "EQUALS"

  • Operands – An array of string, array length can only be 1. Value is the contact attribute value.

  • ComparisonValue – "$.ContactLens.PostCall.ContactAttribute.YOUR_ATTRIBUTE_KEY"

  • Negate - true/false. If set to true, it means YOUR_ATTRIBUTE_KEY does not equal to the attribute value specified in the Operands. .

PostCall sentiment state condition

Parameters

  • Operator - "EQUALS"

  • Operands – An array of string, array length can only be 1. Value is one of "POSITIVE", "NEGATIVE", "NEUTRAL".

  • ComparisonValue – "$.ContactLens.PostCall.Sentiment.State"

  • FilterClause – 

    {
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        },
    ]
}

  • Negate - false

PostCall sentiment overall score condition

Parameters

  • Operator - "NumberLessOrEqualTo | "NumberGreaterOrEqualTo"

  • Operands – An array of number, array length can only be 1. Value is an integer between -5 and 5, inclusive.

  • ComparisonValue – "$.ContactLens.PostCall.Sentiment.OverallScore"

  • FilterClause – 

    {
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        },
    ]
}

  • Negate - false

PostCall sentiment score shift condition

PostCall sentiment score shift condition has a compound condition format where Operator is an AND condition and its operands consist of two conditions that represent beginning and end score respectively.

Parameters that represent the beginning score

  • Operator - "NumberLessOrEqualTo | "NumberGreaterOrEqualTo"

  • Operands – An array of number, array length can only be 1. Value is an integer between -5 and 5, inclusive.

  • ComparisonValue – "$.ContactLens.PostCall.Sentiment.Score.Beginning"

  • FilterClause – 

    {
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        },
    ]
}

  • Negate - false

Parameters that represent the end score

  • Operator - "NumberLessOrEqualTo | "NumberGreaterOrEqualTo"

  • Operands – An array of number, array length can only be 1. Value is an integer between -5 and 5, inclusive.

  • ComparisonValue – "$.ContactLens.PostCall.Sentiment.Score.End"

  • FilterClause – 

    {
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        },
    ]
}

  • Negate - false

Following is an example:

{
        "Operator": "AND",
        "Operands": [
          {
            "Operator": "NumberGreaterOrEqualTo",
            "Operands": [
              2
            ],
            "ComparisonValue": "$.ContactLens.PostCall.Sentiment.Score.Beginning",
            "FilterClause": {
              "LogicOperator": "AND",
              "Filters": [
                {
                  "Type": "ParticipantRole",
                  "Data": "AGENT"
                }
              ]
            },
            "Negate": false
          },
          {
            "Operator": "NumberGreaterOrEqualTo",
            "Operands": [
              3
            ],
            "ComparisonValue": "$.ContactLens.PostCall.Sentiment.Score.End",
            "FilterClause": {
              "LogicOperator": "AND",
              "Filters": [
                {
                  "Type": "ParticipantRole",
                  "Data": "AGENT"
                }
              ]
            },
            "Negate": false
          }
        ]
      }
Parameters for overall score

  • Operator - "NumberLessOrEqualTo | "NumberGreaterOrEqualTo"

  • Operands – An array of number, array length can only be 1. Value is an integer between -5 and 5, inclusive.

  • ComparisonValue – "$.ContactLens.PostCall.Sentiment.OverallScore"

  • FilterClause – 

    {
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "ParticipantRole",
            "Data": "CUSTOMER" | "AGENT" | "ANY"
        },
    ]
}

  • Negate - false

PostCall total non-talk time condition

Parameters

  • Operator - "NumberLessOrEqualTo | "NumberGreaterOrEqualTo"

  • Operands – An array of number, array length can only be 1. Value is an integer with minimum value 1.

  • ComparisonValue – "$.ContactLens.PostCall.NonTalkTime.TotalTimeSecs"

  • Negate - false

PostCall longest non-talk time condition

Parameters

  • Operator - "NumberLessOrEqualTo | "NumberGreaterOrEqualTo"

  • Operands – An array of number, array length can only be 1. Value is an integer with minimum value 1.

  • ComparisonValue – "$.ContactLens.PostCall.NonTalkTime.LongestTimeSecs"

  • Negate - false

PostCall interruption condition

Parameters

  • Operator - "NumberLessOrEqualTo | "NumberGreaterOrEqualTo"

  • Operands – An array of number, array length can only be 1. Value is an integer with minimum value 1.

  • ComparisonValue – "$.ContactLens.PostCall.Interruptions.Instances"

  • Negate - false