This guide is intended to help employees set up a custom agent view in Amazon Connect. A custom agent view provides agents with relevant information about the incoming call before, during, and after the interaction. In the example below, we will capture the Queue Name attribute and pass it to the custom agent view.
In the finished flow, the Set contact attributes block is followed by a Set event flow block (showing Set DefaultAgentUI to O...), which is followed by the Transfer to queue block. The Success and Error outputs of each block connect to the next block.
Set Contact Attributes
You must capture the relevant data as a variable before it can be passed to the custom view.
- Add block: Set contact attributes
- note: you must add the block to your contact flow AFTER the Set working queue block. Otherwise, there will be no Queue Name value to pull. Also, it must be added BEFORE the Transfer to queue block.
- Set attributes on: Current contact
- Namespace: User defined
- Key: queueName
- Set dynamically
- Namespace: System
- Key: Queue name
In the Set contact attributes Config panel, Set attributes on is Current contact. The single attribute entry has Namespace set to User defined and Key set to queueName, with Set dynamically selected; beneath it, Namespace is System and Key is Queue name.
Set Event Flow
Call the handler flow that references the custom view that will be presented to the agents.
- Add block: Set event flow
- note: you must add the block to your contact flow AFTER the Set contact attributes block and before the Transfer to queue block.
- Select event: Default flow for Agent UI
- Set manually: Operation View v1 (or the name of any other custom flow that you've built)
In the Set event flow Config panel, under Select event the event hook is Default flow for Agent UI; under Select a flow, Set manually is selected and the flow is Operations View v1.