Mapping and displaying Amazon Connect attributes in Contact Center tickets

Admins can use attributes captured on calls to customize and optimize contact center operations. This is done 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. This is done 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 and 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 is used for the ticket and voice comment title,
otherwise it uses the default.


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 that 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.

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.

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.

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 save 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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