エージェント ACW (コンタクト後作業) 時間を決定する - Amazon Connect

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エージェント ACW (コンタクト後作業) 時間を決定する

エージェントイベントストリームには、コンタクトがコンタクト後処理 (ACW) 状態である時間や、エージェントが に費やした時間を示すイベントはありませんACW。ただし、エージェントイベントストリームには、これらを把握するために使用できる他のデータが存在します。

まず、問い合わせが に入った日時を特定しますACW。その方法を以下に示します。

  1. 問い合わせとエージェント間の会話が ENDED になったタイミングを特定します。

  2. イベントの StateStartTimeStamp を表示します。

例えば、次のエージェントイベントストリーム出力では、問い合わせはStateStartTimestamp「」:2019-05-25T18:55:27.017ZACW」の状態になります。

ヒント

エージェントイベントストリームでは、イベントは古い順にリスト化されます。各例の下部から開始して、以下の例を読み込むことをお勧めします。

{
    "AWSAccountId": "012345678901",
    "AgentARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent/agent-ARN",
    "CurrentAgentSnapshot": {
        "AgentStatus": {
            "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent-state/agent-state-ARN",
            "Name": "Available",  //This just refers to the status that the agent sets manually in the CCP. 
                It means they are ready to handle contacts, not say, on Break.  
            "StartTimestamp": "2019-05-25T18:43:59.049Z"
        },
        "Configuration": {
            "AgentHierarchyGroups": null,
            "FirstName": "(Removed)",
            "LastName": "(Removed)",
            "RoutingProfile": {
                "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/routing-profile/routing-profile-ARN",
                "DefaultOutboundQueue": {
                    "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
                    "Name": "BasicQueue"
                },
                "InboundQueues": [
                    {
                        "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
                        "Name": "BasicQueue"
                    },
                    {
                        "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-PrimaryQueue",
                        "Name": "PrimaryQueue"
                    }
                ],
                "Name": "Basic Routing Profile"
            },
            "Username": "(Removed)"
        },
        "Contacts": [
            {
                "Channel": "VOICE",
                "ConnectedToAgentTimestamp": "2019-05-25T18:55:21.011Z",
                "ContactId": "ContactId-1",  //This is the same contact the agent was working on when their state was CONNECTED (below). 
                    Since it's still the same contact but they aren't connected, we know the contact is now in ACW state.
                "InitialContactId": null,
                "InitiationMethod": "OUTBOUND",  //This indicates how the contact was initiated. OUTBOUND means the agent initiated contact with the customer. 
                    INBOUND means the customer initiated contact with your center.
                "Queue": {
                    "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
                    "Name": "BasicQueue"
                },
                "QueueTimestamp": null,
                "State": "ENDED",  //This shows the conversation has ended. 
                "StateStartTimestamp": "2019-05-25T18:55:27.017Z"  //This is the timestamp for the ENDED event (above), 
                    which is when the contact entered ACW state.
            }
        ]
    },
    "EventId": "EventId-1",
    "EventTimestamp": "2019-05-25T18:55:27.017Z",
    "EventType": "STATE_CHANGE",  //This shows that the state of the contact has changed; above we can see the conversation ENDED. 
    "InstanceARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111",
    "PreviousAgentSnapshot": {
        "AgentStatus": {
            "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent-state/agent-state-ARN",
            "Name": "Available", //This just refers to the status that the agent sets manually in the CCP. 
                It means they were ready to handle contacts, not say, on Break.  
            "StartTimestamp": "2019-05-25T18:43:59.049Z"
        },
        "Configuration": {
            "AgentHierarchyGroups": null,
            "FirstName": "(Removed)",
            "LastName": "(Removed)",
            "RoutingProfile": {
                "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/routing-profile/routing-profile-ARN",
                "DefaultOutboundQueue": {
                    "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
                    "Name": "BasicQueue"
                },
                "InboundQueues": [
                    {
                        "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
                        "Name": "BasicQueue"
                    },
                    {
                        "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-PrimaryQueue",
                        "Name": "PrimaryQueue"
                    }
                ],
                "Name": "Basic Routing Profile"
            },
            "Username": "(Removed)"
        },
        "Contacts": [
            {
                "Channel": "VOICE",  //This shows the agent and contact were talking on the phone. 
                "ConnectedToAgentTimestamp": "2019-05-25T18:55:21.011Z",
                "ContactId": "ContactId-1",  //This shows the agent was working with a contact identified as "ContactId-1".
                "InitialContactId": null,
                "InitiationMethod": "OUTBOUND",
                "Queue": {
                    "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
                    "Name": "BasicQueue"
                },
                "QueueTimestamp": null,
                "State": "CONNECTED",  //This shows the contact was CONNECTED to the agent, instead of say, MISSED. 
                "StateStartTimestamp": "2019-05-25T18:55:21.011Z"  //This shows when the contact was connected to the agent.
            }
        ]
    },
    "Version": "2019-05-25"
}

次に、問い合わせがいつ を離れたかを判断しますACW。その方法を以下に示します。

  1. CurrentAgentSnapshot に連絡先がなく、 にリストされている連絡先の状態が にPreviousAgentSnapshot等しい場所を見つけますENDED。

    STATE_CHANGE イベントは、別のルーティングプロファイルが割り当てられるなど、エージェントの設定が変更された場合にも発生するため、このステップでは正しいイベントがあることを確認します。

  2. EventType =STATE「_CHANGE」の場所を見つけます。

  3. EventTimeStamp を表示します。

例えば、次のエージェントイベントストリームファイルでは、連絡先はEventTimestampACW「」に残されています:2019-05-25T18:55:32.022Z」。

{
    "AWSAccountId": "012345678901",
    "AgentARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent/agent-ARN",
    "CurrentAgentSnapshot": {
        "AgentStatus": {
            "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent-state/agent-state-ARN",
            "Name": "Available",  //This just refers to the status that the agent sets manually in the CCP. It means they 
                are ready to handle contacts, not say, on Break. 
            "StartTimestamp": "2019-05-25T18:43:59.049Z"
        },
        "Configuration": {
            "AgentHierarchyGroups": null,
            "FirstName": "(Removed)",
            "LastName": "(Removed)",
            "RoutingProfile": {
                "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/routing-profile/routing-profile-ARN",
                "DefaultOutboundQueue": {
                    "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
                    "Name": "BasicQueue"
                },
                "InboundQueues": [
                    {
                        "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
                        "Name": "BasicQueue"
                    },
                    {
                        "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-PrimaryQueue",
                        "Name": "PrimaryQueue"
                    }
                ],
                "Name": "Basic Routing Profile"
            },
            "Username": "(Removed)"
        },
        "Contacts": []  //Since a contact isn't listed here, it means ACW for ContactId-1 (below)
            is finished, and the agent is ready for a new contact to be routed to them. 
    },
    "EventId": "477f2c4f-cd1a-4785-b1a8-97023dc1229d",
    "EventTimestamp": "2019-05-25T18:55:32.022Z",  //Here's the EventTimestamp for the STATE_CHANGE event. This is when
        the contact left ACW.
    "EventType": "STATE_CHANGE",  //Here's the STATE_CHANGE
    "InstanceARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111",
    "PreviousAgentSnapshot": {
        "AgentStatus": {
            "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent-state/agent-state-ARN",
            "Name": "Available",  //This just refers to the status that the agent sets manually in the CCP. 
                It means they were at work, not say, on Break. 
            "StartTimestamp": "2019-05-25T18:43:59.049Z"
        },
        "Configuration": {
            "AgentHierarchyGroups": null,
            "FirstName": "(Removed)",
            "LastName": "(Removed)",
            "RoutingProfile": {
                "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/routing-profile/routing-profile-ARN",
                "DefaultOutboundQueue": {
                    "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
                    "Name": "BasicQueue"
                },
                "InboundQueues": [
                    {
                        "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
                        "Name": "BasicQueue"
                    },
                    {
                        "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-PrimaryQueue",
                        "Name": "PrimaryQueue"
                    }
                ],
                "Name": "Basic Routing Profile"
            },
            "Username": "(Removed)"
        },
        "Contacts": [
            {
                "Channel": "VOICE",
                "ConnectedToAgentTimestamp": "2019-05-25T18:55:21.011Z",
                "ContactId": "ContactId-1",  //This is the ContactId of the customer the agent was working on previously. 
                "InitialContactId": null,
                "InitiationMethod": "OUTBOUND",
                "Queue": {
                    "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
                    "Name": "BasicQueue"
                },
                "QueueTimestamp": null,
                "State": "ENDED", //The ACW for ContactId-1 has ended.  
                "StateStartTimestamp": "2019-05-25T18:55:27.017Z"
            }
        ]
    },
    "Version": "2019-05-25"
}

最後に、問い合わせが ACW状態であった時間と、エージェントが問い合わせの処理に費やした時間を計算するには：

  • StateStartTimestamp「」:2019-05-25T18:55:27.017Z」をEventTimestamp2019-05-25T18:55:32.022Z」から減算します。

この例では、エージェントは ContactId-1 ACWに対して 5.005 秒を費やしました。