Amazon Connect - Show View System Attributes

Question

I have been testing presenting contact attributes to the agent workspace.  I can get static attributes to show, I can get some dynamic attributes to show (language, calling party ani, etc) but I cannot figure out how to present the Queue name the caller who triggered the flow.

https://docs.aws.amazon.com/connect/latest/adminguide/connect-attrib-list.html

I have tried using $.Queue.Name directly in the "Show View" json. I have also tried "Set contact attribute" in the main flow using System>Queue Name and setting it to a user-defined attribute and referencing that in the JSON on the "Show View".

The value always comes back blank.

PSTN > Main Flow (Working queue is set before event flow) > Event Flow (with show view) > Agent

Deeksha · Answer

Insert a "Set contact attribute" block in your contact flow.

Configure it with:

Attribute name: QueueName
Attribute value: $.Queue.Name

Example Configuration:
{
  "AttributeType": "System",
  "SystemAttributeName": "QueueName",
  "Value": "$.Queue.Name"
}

This setup captures the queue name and assigns it to a custom attribute named QueueName.

Step 2: Display in "Show View"
Purpose: Display the stored Queue Name in the agent workspace.

Implementation:

Insert a "Show view" block in your contact flow.

Configure the JSON for the "Show view" block. The corrected syntax for referencing a user-defined contact attribute is:

{
  "type": "details",
  "header": "Contact Details",
  "sections": [
    {
      "title": "Queue Information",
      "fields": [
        {
          "key": "Queue Name",
          "value": "${Attributes.QueueName}"
        }
      ]
    }
  ]
}

Amazon Connect - Show View System Attributes

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