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당사는 사이트와 서비스를 제공하는 데 필요한 필수 쿠키 및 유사한 도구를 사용합니다. 고객이 사이트를 어떻게 사용하는지 파악하고 개선할 수 있도록 성능 쿠키를 사용해 익명의 통계를 수집합니다. 필수 쿠키는 비활성화할 수 없지만 '사용자 지정' 또는 ‘거부’를 클릭하여 성능 쿠키를 거부할 수 있습니다.

사용자가 동의하는 경우 AWS와 승인된 제3자도 쿠키를 사용하여 유용한 사이트 기능을 제공하고, 사용자의 기본 설정을 기억하고, 관련 광고를 비롯한 관련 콘텐츠를 표시합니다. 필수가 아닌 모든 쿠키를 수락하거나 거부하려면 ‘수락’ 또는 ‘거부’를 클릭하세요. 더 자세한 내용을 선택하려면 ‘사용자 정의’를 클릭하세요.

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AWS Documentation
AWS 계정 생성
OnPostChatAnalysisAvailable - Amazon Connect
PostChat words or phrases - Exact matchPostChat words or phrases - Semantic matchPostChat natural language - Semantic matchPostChat words or phrases - Pattern matchPostChat agent conditionPostChat queue conditionPostChat contact attributes conditionPostChat sentiment state conditionPostChat sentiment overall score conditionPostchat sentiment score shift conditionPostChat agent first response time conditionPostChat agent average response time conditionPostChat agent longest response time conditionPostChat agent interaction duration condition
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OnPostChatAnalysisAvailable

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PostChat words or phrases - Exact match

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands – A list of strings

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

  • FilterClause –

    {
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "PostChatContactPeriodSeconds", // 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.

PostChat words or phrases - Semantic match

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands – A list of strings

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

  • FilterClause –

    {
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "PostChatContactPeriodSeconds", // 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.

PostChat natural language - Semantic match

Parameters

  • Operator - "EQUALS"

  • Operands – A list with a single string

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

  • FilterClause –

    {
     Operator: "EQUALS",
     Operands: [
          "Customer called to change their address and agent proceeded with the address change during the call."
     ],
     ComparisonValue: "$.ContactLens.PostChat.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.

PostChat words or phrases - Pattern match

Parameters

  • Operator - "CONTAINS_ANY"

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

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

  • FilterClause –

    {
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "PostChatContactPeriodSeconds", // 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 the transcript does not contain any of the words mentioned in the Operands.

PostChat agent condition

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands – A list of agent IDs

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

  • Negate - false

PostChat queue condition

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands – A list of queue IDs

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

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

PostChat 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.PostChat.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 .

PostChat 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.PostChat.Sentiment.State"

  • FilterClause – 

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

  • Negate - false

PostChat 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.PostChat.Sentiment.OverallScore"

  • FilterClause – 

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

  • Negate - false

Postchat sentiment score shift condition

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

PostChat agent first response 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.PostChat.ResponseTime.Agent.FirstResponseTimeSecs"

  • Negate - false

PostChat agent average response 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.PostChat.ResponseTime.Agent.AverageTimeSecs"

  • Negate - false

PostChat agent longest response 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.PostChat.ResponseTime.Agent.LongestTimeSecs"

  • Negate - false

PostChat agent interaction duration condition

Parameters

  • Operator - "NumberLessOrEqualTo" | "NumberGreaterOrEqualTo"

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

  • "$.ContactLens.PostChat.Agent.AgentInteractionDurationSecs"

  • Negate - false

다음 주제:

OnZendeskTicketCreate

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