Mapping and displaying Amazon Connect attributes in Contact Center tickets (app)

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<p id="docs-hc-snippet" style="display: none;">Admins can use attributes captured on calls to customize and optimize contact center operations. You do this by mapping Amazon Connect contact attributes to ticket fields in Zendesk Support through Contact Center.</p>
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<p id="docs-ai-summary-content">Admins can enhance contact center operations by mapping Amazon Connect contact attributes to ticket fields. By mapping these attributes, you ensure critical information is captured in tickets, improving data organization and accessibility.</p>
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<p class="p">Admins can use attributes captured on calls to customize and optimize contact center
operations. You do this by mapping Amazon Connect contact attributes to ticket fields in
Zendesk Support through Contact Center.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="LM_contact_center_connect_attributes__ul_hng_qpv_zfc">
<li class="li"><a class="xref" href="#contact-attributes">Understanding contact attributes</a></li>
<li class="li"><a class="xref" href="#map">Mapping Connect attributes through Contact Center</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="contact-attributes">
<h2 class="title topictitle2" id="ariaid-title2">Understanding contact attributes</h2>
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<p class="p">Amazon Connect contact attributes are key-value pairs that store information about a
customer interaction. Think of them as labels or tags that carry data throughout the
lifecycle of a call, chat, or task within your contact center.</p>
<p class="p">The following are Zendesk-specific contact attributes that you can use in your
mappings:</p>
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<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Contact attribute</strong></td>
<td class="entry cell-norowborder" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
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<td class="entry nocellnorowborder" style="vertical-align:top;"><code class="ph codeph">zendesk_ticket_id</code></td>
<td class="entry cell-norowborder" style="vertical-align:top;">If this attribute is set in the contact flow, it's used to attach
the call to the corresponding ticket with that ID or to create a new
ticket with that ID.</td>
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<td class="entry nocellnorowborder" style="vertical-align:top;"><code class="ph codeph">conversation_title</code></td>
<td class="entry cell-norowborder" style="vertical-align:top;">This attribute populates the ticket title and the first call
comment title. If the agent answers before the ticket is created,
the ticket title defaults to "Call answered by &lt;agent&gt;".
Otherwise, it defaults to the caller’s phone number. The first call
comment title always defaults to the caller’s phone number.</td>
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<td class="entry nocellnorowborder" style="vertical-align:top;"><code class="ph codeph">zendesk_user_id</code></td>
<td class="entry cell-norowborder" style="vertical-align:top;">This attribute is set based on matching the user and phone
number.<div class="note note">
<span class="notetitle">Note:</span> Using the value of this attribute from the contact
flow isn't currently supported.</div>
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<td class="entry nocellnorowborder" style="vertical-align:top;"><code class="ph codeph">zendesk_agent_id</code></td>
<td class="entry cell-norowborder" style="vertical-align:top;">The ID of the Zendesk user who answers the call.</td>
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<td class="entry row-nocellborder" style="vertical-align:top;"><code class="ph codeph">zendesk_call_id</code></td>
<td class="entry cellrowborder" style="vertical-align:top;">The ID of the call object that Contact Center creates when an
agent accepts a call.</td>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="map">
<h2 class="title topictitle2" id="ariaid-title3">Mapping Connect attributes through Contact Center</h2>
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<p class="p">You can map Amazon Connect attributes from a Contact flow to a Zendesk ticket field
through Contact Center. </p>
<p class="p">Mapping a Connect attribute to a Zendesk ticket field involves the following
tasks:</p>
<ul class="ul" id="map__ul_v5s_vqr_vjc">
<li class="li"><a class="xref" href="#add-attribs">Adding Connect attributes to contact flows</a></li>
<li class="li">(Optional) <a class="xref" href="#add-fields">Adding custom ticket fields</a>
</li>
<li class="li"><a class="xref" href="#map-attribs-fields">Mapping Connect attributes to ticket fields</a></li>
</ul>
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<div aria-labelledby="ariaid-title4" class="topic nested2" id="add-attribs">
<h3 class="title topictitle3" id="ariaid-title4">Adding Connect attributes to contact flows</h3>
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<div class="p">
<strong class="ph b">To map a Connect attribute through Contact Center</strong><ol class="ol" id="add-attribs__ol_k2d_fdk_43c">
<li class="li">In Amazon Connect, select <strong class="ph b">Routing</strong> &gt; <strong class="ph b">Contact flows</strong>.</li>
<li class="li">Select the contact flow to edit.</li>
<li class="li">Add a <strong class="ph b">Set contact attributes</strong> block to the flow to capture the
attribute.<p class="p"><img class="image" id="add-attribs__image_f5k_drr_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_aws_contactflow_attributes_block_set.png" width="300"></p>
</li>
<li class="li">Add a <strong class="ph b">User defined</strong> key and value.<p class="p"><img class="image" id="add-attribs__image_g5k_drr_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_aws_contactflow_attributes_userdef.png" width="300"></p>
</li>
<li class="li">Click <strong class="ph b">Confirm</strong>, to confirm the block's configuration.</li>
<li class="li">Click <strong class="ph b">Save</strong>, to save the flow.<p class="p">A contact attribute is now
captured and assigned to calls through the flow. For more details,
see the <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/connect-contact-attributes.html" target="_blank">Amazon Connect contact attributes
guide</a>.</p>
</li>
</ol>
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<div aria-labelledby="ariaid-title5" class="topic nested2" id="add-fields">
<h3 class="title topictitle3" id="ariaid-title5">Adding custom ticket fields</h3>
<div class="body">
<p class="p">You can add custom ticket fields or use existing ticket fields to map to an
attribute.</p>
<p class="p"><strong class="ph b">To add a customer ticket field</strong></p>
<ol class="ol">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="add-fields__d8e1661" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Fields</strong>.</span></li>
<li class="li">Click <strong class="ph b">Add field</strong>.</li>
<li class="li">Select a field type.<p class="p">When you use dropdown fields, the key in Zendesk must
match the value passed from Amazon Connect.</p>
<p class="p">Also, the values
passed from Amazon Connect in the Contact attribute must match the type
of ticket field in Zendesk</p>
</li>
<li class="li">Enter a name and description.<p class="p"><img class="image" id="add-fields__image_rn5_l4k_43c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_aws_contactflow_support_ticket_field.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p">You now have a Zendesk ticket field to associate with
the Amazon Contact attribute. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794" target="_blank">Adding custom ticket fields to your
tickets and forms</a>.</p>
</li>
</ol>
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<div aria-labelledby="ariaid-title6" class="topic nested2" id="map-attribs-fields">
<h3 class="title topictitle3" id="ariaid-title6">Mapping Connect attributes to ticket fields</h3>
<div class="body">
<p class="p"><strong class="ph b">To map a Connect attribute to a ticket field</strong></p>
<div class="p">
<ol class="ol">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9696121449114" target="_blank">Contact Center</a>, click <strong class="ph b">Admin
Settings</strong> from the Agent Status menu.</li>
<li class="li">Click <img class="image" id="map-attribs-fields__image_slw_hcx_23l" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_settings_zd_icon.png" width="16">
<strong class="ph b">Zendesk settings</strong> in the sidebar, then access <strong class="ph b">Standard
Settings</strong> &gt; <strong class="ph b">Contact attributes</strong>.</li>
<li class="li">Click <strong class="ph b">Add new attribute</strong>.</li>
<li class="li">Enter the <strong class="ph b">Contact attribute</strong> key and select the corresponding
<strong class="ph b">Ticket Field</strong>.<p class="p"><img class="image" id="map-attribs-fields__image_gh1_grr_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_settings_zd_contactattributes_new.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong> to save the attribute.</li>
<li class="li">Click <strong class="ph b">Save</strong> to apply the configuration.<p class="p">The attribute mapping
between Amazon Connect and Zendesk is now in place. After refreshing
your Zendesk workspace, you can perform a test call to confirm that
the Contact attribute is captured in tickets.</p>
</li>
</ol>
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