Cannot access agent arn, username, first name, or last name from contact flow

Question

Hello, I am trying to access my agent's arn from the contact flow so that i can automatically assign the agent to a case, but all the agent attributes are empty. agents are able to assign the cases to themselves using the agent workspace, and using the api i am able to see the arn of the agent that assigned the case to themselves with no issue. I know this is an issue of an empty variable because when i try to store agent related fields ase customer attributes and check the cloudwatch logs and they're all empty, and the same thing happens when i send them as a parameter on a lambda.  My users are all added through OKTA SSO.
thanks for all the help in advance

Patrick_Bode · Answer

Per this documentation (https://docs.aws.amazon.com/connect/latest/adminguide/connect-attrib-list.html#attribs-agent), agent attributes are not accessible in inbound contact flows--only "Agent whisper, Customer whisper, Agent hold, Customer hold, Outbound whisper, and Transfer to agent (In this case, the agent attributes reflect the target agent, not the one who initiated the transfer)"

This kind of makes sense--an agent won't be assigned to a contact until the agent has answered the contact.

Digging Deeper:
What's your use case? It sounds like you are trying to automatically assign agents to a case via the contact flow rather than having them select the case themselves? Are you trying to assign agents via specific criteria rather than using the default routing (longest-available)?

To do that, you could use a "Set working queue" block, and then choose agents, and then dynamic. However, you would have to assign all of the agent ARN's as user variables first.

Without knowing your use case, it's hard to recommend a specific next step. But I hope the above answer was helpful!

-Pat

Cannot access agent arn, username, first name, or last name from contact flow

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