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

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.


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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.




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.
This article contains the following topics:

Understanding contact attributes
Mapping Connect attributes through Contact Center



Understanding contact attributes

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.
The following are Zendesk-specific contact attributes that you can use in your
mappings:








Contact attribute
Description


zendesk_ticket_id
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.


conversation_title
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.


zendesk_user_id
This attribute is set based on matching the user and phone
number.
Note: Using the value of this attribute from the contact
flow isn't currently supported.



zendesk_agent_id
The ID of the Zendesk user who answers the call.


zendesk_call_id
The ID of the call object that Contact Center creates when an
agent accepts a call.







Mapping Connect attributes through Contact Center

You can map Amazon Connect attributes from a Contact flow to a Zendesk ticket field
through Contact Center.
Mapping a Connect attribute to a Zendesk ticket field involves the following
tasks:

Adding Connect attributes to contact flows
(Optional) Adding custom ticket fields

Mapping Connect attributes to ticket fields



Adding Connect attributes to contact flows


To map a Connect attribute through Contact Center
In Amazon Connect, select Routing > Contact flows.
Select the contact flow to edit.
Add a Set contact attributes block to the flow to capture the
attribute.

Add a User defined key and value.

Click Confirm, to confirm the block's configuration.
Click Save, to save the flow. A contact attribute is now
captured and assigned to calls through the flow. For more details,
see the Amazon Connect contact attributes
guide.






Adding custom ticket fields

You can add custom ticket fields or use existing ticket fields to map to an
attribute.
To add a customer ticket field

In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Fields.
Click Add field.
Select a field type. When you use dropdown fields, the key in Zendesk must
match the value passed from Amazon Connect.
Also, the values
passed from Amazon Connect in the Contact attribute must match the type
of ticket field in Zendesk

Enter a name and description.

Click Save. You now have a Zendesk ticket field to associate with
the Amazon Contact attribute. For more information, see Adding custom ticket fields to your
tickets and forms.





Mapping Connect attributes to ticket fields

To map a Connect attribute to a ticket field


In Contact Center, click Admin
Settings from the Agent Status menu.
Click
Zendesk settings in the sidebar, then access Standard
Settings > Contact attributes.
Click Add new attribute.
Enter the Contact attribute key and select the corresponding
Ticket Field.

Click Save to save the attribute.
Click Save to apply the configuration. 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.






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