Integration settings for Amazon Connect

The following fields appear if the Platform you select is Amazon Connect v1.

IMPORTANT You must configure the historical data integration before you can configure the real-time integration. This is because the agent synchronization process from the contact center platform relies on historical data collection. All other types of integrations, such as the user import, can be configured in any order.

Historical settings

Display name	Description
Group	A unique name assigned to a collection of integrations within a selected platform. You must provide the name when adding multiple integrations for the same platform and operation. You can skip it if there is only one integration. The name of the group must be distinct for each integration and integration type.
Status	A toggle to enable or disable the integration. When enabled, the integration is active and processes data according to the configured settings.
Historical data range (Days)	The number of days of historical data to load from the source system. The acceptable value range is 0 to 30 days.
Amazon Data Firehose access key	The unique access key configured for your Amazon Data Firehose HTTP endpoint destination in Amazon Web Services (AWS). This same access key is used for both historical and real-time (RTA) connectors.
Include callbacks in offered count	Determines whether callbacks are counted as offered on the callback queue if the initial contact was not assigned to a queue. For Contact Trace Record (CTR) data: When true, ensure you fetch data for 96 additional intervals beyond the aggregation window. For Contact Events: When true, the offered count for contacts with initiation method callback will appear on both the initial and callback queues. The default value is false.
Exclude customer's abandoned callbacks from WFM abandon count	When set to true, callbacks terminated by the customer (without an assigned agent) are not counted as abandoned in WFM metrics. The default value is false.
Service level and abandonment threshold	Sets the acceptable service level threshold used to measure answered contacts and the acceptable threshold for abandoned contacts. The default value is 20.
Abandoned short contact threshold	Defines the duration threshold used to classify abandoned short contacts. This value determines which contacts are considered “short abandons” for reporting. The default value is 5.
Contact events configured in AWS	Indicates whether contact events are configured in AWS. When true, they are used to calculate offered calls for queue statistics. The default value is false.

Realtime settings

Display name	Description
Group	A unique name assigned to a collection of integrations within a selected platform. You must provide the name when adding multiple integrations for the same platform and operation. You can skip it if there is only one integration. The name of the group must be distinct for each integration and integration type.
Status	A toggle to enable or disable the integration. When enabled, the integration is active and processes data according to the configured settings.
Amazon Data Firehose access key	The unique access key configured for your Amazon Data Firehose HTTP endpoint destination in AWS. This same access key is used for both historical and real-time (RTA) connectors.
Include call direction	Indicates whether the contact’s initiation method (for example, inbound or outbound) is added to the voice channel state. When true, the voice channel state displays the initiation method, for example, Voice Connected (Inbound). The default value is false.