Displaying attributes to agents

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<p id="docs-hc-snippet" style="display: none;">You can display custom contact attributes to agents at the top of the main panel of Contact Center.</p>
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<p id="docs-ai-summary-content">Display custom contact attributes to agents in the main panel to enhance customer interactions. Use plain text, emojis, and URLs for attributes, and create buttons with the <code>btn_</code> prefix for quick actions. Customize label and panel attributes for better visibility. Set attributes in the contact flow using the <strong>Set Contact Attributes</strong> block or <strong>Invoke Lambda Function</strong> block, and prefix with <code>agt_</code> for agent relevance.</p>
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<p class="p">You can display custom contact attributes to agents at the top of the main panel of
Contact Center.</p>
<p class="p" dir="ltr"><img class="image" id="displaying_attributes_to_agents__image_env_gtp_zgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_extra_5.png" width="550"></p>
<div class="p">This article contains the following topics:<ul class="ul" id="displaying_attributes_to_agents__ul_r4h_5d5_ygc">
<li class="li"><a class="xref" href="#topic_wrl_5zt_ygc">About attributes</a></li>
<li class="li"><a class="xref" href="#topic_dth_hkg_wgc">Displaying attributes to
agents</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_wrl_5zt_ygc">
<h2 class="title topictitle2" id="ariaid-title2">About attributes</h2>
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<p class="p">Keep in mind the following for the various attributes.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_dsr_p15_ygc">
<h3 class="title topictitle3" id="ariaid-title3">Attribute content</h3>
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<p class="p" dir="ltr">Attributes in Amazon Connect support plain text, but do support emojis
(Unicode). You can also add line breaks by using <code class="ph codeph">\\n </code>.</p>
<p class="p">Example: <code class="ph codeph">agt_diagnosticResults"="❌ Line Connection - Down\\n❌ Modem not
connected</code></p>
<p class="p" dir="ltr"><img class="image" id="topic_dsr_p15_ygc__image_tnl_3tp_zgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_extra_6.png" width="350"></p>
<p class="p" dir="ltr">Contact Center detects any URLs in attributes and renders them as
links.</p>
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<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_e14_q15_ygc">
<h3 class="title topictitle3" id="ariaid-title4">Button content</h3>
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<p class="p" dir="ltr">You can use the attribute prefix <code class="ph codeph">btn_ admins</code> can
create buttons in the contact attribute block. You can create as many buttons as
you'd like.</p>
<div class="p">Keep in mind:<ul class="ul" id="topic_e14_q15_ygc__ul_mnb_v15_ygc">
<li class="li">Buttons show in Active Contacts and Historical</li>
<li class="li">URLs are not validated</li>
<li class="li">Links open in a new tab</li>
</ul>
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<p class="p">Example: <code class="ph codeph">btn_view_ticket"="https://someticket.com/1234</code></p>
<p class="p"><img class="image" id="topic_e14_q15_ygc__image_d4m_jtp_zgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_extra_7.png" width="550"></p>
<p class="p" dir="ltr">You can also configure a button attribute to open a utility using a
special url format: <code class="ph codeph">lm-utility://{{Utility
ID}}?location=main</code>.</p>
<p class="p" dir="ltr">The location parameter, either main or side, controls whether the
utility opens in the main panel or in the side panel: </p>
<p class="p" dir="ltr">To find the Utility ID, edit the utility in Settings. The ID is the
last section of the url.</p>
<p class="p" dir="ltr"><img class="image" id="topic_e14_q15_ygc__image_nlr_ktp_zgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_extra_8.png" width="650"></p>
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<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_zkv_q15_ygc">
<h3 class="title topictitle3" id="ariaid-title5">Label attributes</h3>
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<p class="p">Label Attributes display at the top of the Contact Attributes panel and can be
customized to use different color themes and icons. For more information, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9696142331034" target="_blank">Using label attributes in Contact
Center</a>.</p>
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<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_hyd_r15_ygc">
<h3 class="title topictitle3" id="ariaid-title6">Panel attributes</h3>
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<p class="p" dir="ltr">Panel Attributes display full-width in the Contact Attributes panel and
can be customized to use different color themes. </p>
<p class="p" dir="ltr"><img class="image" id="topic_hyd_r15_ygc__image_xyt_ltp_zgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_extra_9.png" width="550"></p>
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<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_dth_hkg_wgc">
<h2 class="title topictitle2" id="ariaid-title7">Displaying attributes to agents</h2>
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<p class="p" dir="ltr">Any attributes you want to display needs to be set in the contact flow. </p>
<div class="p" dir="ltr">
<strong class="ph b">To display attributes do one of the following</strong><ul class="ul" id="topic_dth_hkg_wgc__ul_sgc_dd5_ygc">
<li class="li">Use the <strong class="ph b">Set Contact Attributes</strong> block to create a user-defined
attribute. An example of this can be seen in the image below.</li>
<li class="li">Use the <strong class="ph b">Invoke Lambda Function</strong> block to trigger a Lambda function
that sets contact attributes using the UpdateContactAttributes API.</li>
</ul>
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<p class="p" dir="ltr">Rather than display all contact attributes here, admins can choose to
display attributes that are useful for the agents by adding <strong class="ph b">agt_</strong> to the
beginning of the attribute name. Attribute names can’t contain spaces, so you can
use underscores (_) or camelCase to separate words.</p>
<p class="p" dir="ltr">Example: <code class="ph codeph">agt_affected_account"="04224422554</code></p>
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