本文為英文版的機器翻譯版本，如內容有任何歧義或不一致之處，概以英文版為準。
Amazon Connect 中的客服人員事件串流範例
在下列客服人員事件串流範例中，系統會將客服人員指派至轉接描述檔，要求他們同時接聽聊天和通話。他們可以一次接聽一個通話，以及最多三個聊天。
注意
有關客服人員可以同時進行多少聊天和任務，請參閱 Amazon Connect 服務配額。
{
"AWSAccountId": "012345678901",
"AgentARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent/agent-ARN",
"CurrentAgentSnapshot":
{
"AgentStatus": {
"ARN": "example-ARN", //The ARN for the agent's current agent status (not for the agent).
"Name": "Available", //This shows the agent status in the CCP is set to Available.
"StartTimestamp": "2019-08-13T20:52:30.704Z"
},
"NextAgentStatus": {
"Name": "Lunch", //They set their next status, which pauses new contacts being routed to them while they finish their current contacts.
"ARN": "example-ARN2", //The ARN of the agent status that the agent has set as their next status.
"EnqueuedTimestamp": "2019-08-13T20:58:00.004Z", //When the agent set their next status and paused routing of incoming contacts.
}
} ,
"Configuration": {
"AgentHierarchyGroups": null,
"FirstName": "AgentEventStreamTest",
"LastName": "Agent",
"Proficiencies": [{
"Level": 3.0,
"Name": "Technology",
"Value": "Kinesis"
}, {
"Level": 1.0,
"Name": "Location",
"Value": "WA"
}],
"RoutingProfile": {
"ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/routing-profile/routing-profile-ARN",
"Concurrency": [
{
"AvailableSlots": 3, //This shows the agent has 3 slots available.
//They aren't on any chats right now.
"Channel": "CHAT",
"MaximumSlots": 3 //The agent's routing profile allows them to take up to 3 chats.
},
{
"AvailableSlots": 1, //The agent has 1 slot available to take a call.
"Channel": "VOICE",
"MaximumSlots": 1 //The agent's routing profile allows them to take 1 call at a time.
}
],
"DefaultOutboundQueue": {
"ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN",
"Channels": [
"VOICE" //This outbound queue only works for calls.
],
"Name": "OutboundQueue"
},
"InboundQueues": [
{
"ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/agent/agent-ARN",
"Channels": [
"VOICE",
"CHAT"
],
"Name": null //This queue has a name of "null" because it's an agent queue,
//and agent queues don't have names.
},
{
"ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN",
"Channels": [
"CHAT",
"VOICE"
],
"Name": "Omni-channel-queue" //This inbound queue takes both chats and calls.
}
],
"Name": "AgentEventStreamProfile"
},
"Username": "aestest"
},
"Contacts": [ ]
},
"EventId": "EventId-1",
"EventTimestamp": "2019-08-13T20:58:44.031Z",
"EventType": "HEART_BEAT",
"InstanceARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111",
"PreviousAgentSnapshot": {
"AgentStatus": {
"ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent-state/agent-state-ARN",
"Name": "Offline",
"StartTimestamp": "2019-08-13T20:52:30.704Z"
},
"Configuration": {
"AgentHierarchyGroups": null,
"FirstName": "AgentEventStreamTest",
"LastName": "Agent",
"Proficiencies": [{
"Level": 3.0,
"Name": "Technology",
"Value": "Kinesis"
}, {
"Level": 1.0,
"Name": "Location",
"Value": "WA"
}],
"RoutingProfile": {
"ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/routing-profile/routing-profile-ARN",
"Concurrency": [
{
"AvailableSlots": 3,
"Channel": "CHAT",
"MaximumSlots": 3
},
{
"AvailableSlots": 1,
"Channel": "VOICE",
"MaximumSlots": 1
}
],
"DefaultOutboundQueue": {
"ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN",
"Channels": [
"VOICE"
],
"Name": "OutboundQueue"
},
"InboundQueues": [
{
"ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/agent/agent-ARN",
"Channels": [
"VOICE",
"CHAT"
],
"Name": null
},
{
"ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN",
"Channels": [
"CHAT",
"VOICE"
],
"Name": "Omni-channel-queue"
}
],
"Name": "AgentEventStreamProfile"
},
"Username": "aestest"
},
"Contacts": [ ]
},
"Version": "2017-10-01"
} 