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OnEmailAnalysisAvailable - Amazon Connect
Agent HierarchyInitiation MethodDisconnectReasonAfter Contact Work DurationRouting ProfileCustom User-Defined Segment AttributeEmail agent conditionEmail queue conditionEmail no queue conditionEmail contact attributes conditionEmail agent interaction duration condition

OnEmailAnalysisAvailable

Agent Hierarchy

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands - Agent hierarchy ARNs.

  • ComparisonValue - "$.ContactLens.Email.Agent.HierarchyGroup.ARN"

  • Negate - false

Initiation Method

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands - A validated enum set of possible values. Possible values are as follows:

    • 'INBOUND'

    • 'OUTBOUND'

    • 'AGENT_REPLY'

    • 'FLOW'

  • ComparisonValue - "$.ContactLens.Email.InitiationMethod"

  • Negate - false

DisconnectReason

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands - A validated enum set of possible values. Possible values are as follows:

    • 'AGENT_DISCONNECT'

    • 'CONTACT_FLOW_DISCONNECT'

    • 'EXPIRED'

    • 'DISCARDED'

    • 'OTHER'

    • 'API'

    • 'TRANSFERRED'

  • ComparisonValue - "$.ContactLens.Email.DisconnectReason"

  • Negate - false

After Contact Work Duration

Parameters

  • Operator - "NumberGreaterOrEqualTo" | "NumberLessOrEqualTo"

  • Operands - A positive integer or zero.

  • ComparisonValue - "$.ContactLens.Email.Agent.AfterContactWorkDurationSecs"

  • Negate - false

Routing Profile

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands - Routing profile ARNs.

  • ComparisonValue - "$.ContactLens.Email.Agent.RoutingProfile"

  • Negate - false

Custom User-Defined Segment Attribute

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands - A list of segment attribute values. The values must be a value in the pre-defined attribute resource.

  • ComparisonValue - "$.ContactLens.Email.SegmentAttributes.UserDefined.[KEY]"

    The KEY must be an instance pre-defined attribute resource.

  • Negate - false or true

Email agent condition

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands – A list of agent IDs

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

  • Negate - false

Email queue condition

Parameters

  • Operator - "CONTAINS_ANY"

  • Operands – A list of queue IDs.

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

  • Negate - false

Email no queue condition

Parameters

  • Operator - "EQUALS"

  • Operands – No value.

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

  • Negate - false

Email 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.Email.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 .

Email 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.

  • ComparisonValue – "$.ContactLens.Email.Agent.AgentInteractionDurationSecs"

  • Negate - false