Mapping and displaying Amazon Connect attributes in Contact Center tickets

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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. This is done 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. This is done 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>
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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 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.</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 is used for the ticket and voice comment title,
otherwise it uses the default.</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 that 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>
<div class="p">
<strong class="ph b">To map a Connect attribute through Contact Center</strong><ol class="ol" id="map__ol_k2d_fdk_43c">
<li class="li">In Amazon Connect, select Routing &gt; Contact flows.</li>
<li class="li">Select the contact flow to edit.</li>
<li class="li">Add a Set contact attributes block to the flow, to capture the
attribute.<p class="p"><img class="image" 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 User defined key and value.<p class="p"><img class="image" 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>
<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="map__d8e1615" 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="map__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.</p>
</li>
<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__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" 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 save 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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