Agent Workspace - making agents ready automatically

Question

Hi

I have created a deafultflowforagentui and am using a detail showview block within the flow but currently i cannot seem to get it work in a way so that agents, after a contact ends, are automatically made 'ready'  after a certain amount of time. Note that it works fine when using the ccp.

Is this functionaility available within the agent workspace and if yes, please advise on how to achieve this.

Thanks

Faizal

NARRAVULA MUNI SAI TEJA · Answer

Hello,

> **Yes, this functionality is often available within agent workspaces. **

* **1. Go to Agent Settings:** Find the section where you manage agent preferences.
* **2. Look for Status Management:** Locate the area related to controlling agent status.
* **3. Configure Automatic Status:** Set up a time interval after a call ends to automatically change the agent's status to "ready" or "available."

**That's it!** Your agents will now automatically be ready for new calls after the specified time.

**Example :**

* Go to "Agent Settings" -> "Status Management."
* Enable "Automatic Status Updates."
* Set "Time Interval After Call Ends" to 30 seconds.
* Select "Status to Change" as "Ready."
* Click "Save Changes."

Pandu · Answer

Hi Fizz,

Please go through the below steps and its documentation links, I hope it will helps solve your issue.

**1. Understanding the Amazon Connect Agent Workspace**

The Amazon Connect Agent Workspace provides a unified interface where agents can manage customer interactions. It's designed to streamline the agent experience, but certain functionalities, like automatically changing an agent's status after a call ends, might need additional configuration.

**Documentation:**

https://docs.aws.amazon.com/connect/latest/adminguide/agent-workspace.html

**2. Automating Agent Status Changes Using Contact Flows**

In Amazon Connect, contact flows control the path a contact follows within the system. To automatically set an agent to "ready" after a contact ends, you can implement the following:

**a. Using the Wait Block**

The Wait block can be utilized to introduce a delay before the agent's status is changed. This is useful if you want to give agents a buffer period before they are made available for the next contact.

**How to Implement:**

* Insert a "Wait" block towards the end of your contact flow to introduce a delay.
* After the "Wait" block, use a Lambda function or direct API call to change the agent’s status.

**Documentation:**

https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html

**b. Invoking AWS Lambda Functions**

You can use the Invoke AWS Lambda Function block to trigger a Lambda function that changes the agent’s status after the specified time. The Lambda function can call the UpdateAgentStatus API to change the agent's status.

**Steps:**

* Create a Lambda function that invokes the UpdateAgentStatus API.
* Integrate this Lambda function into your contact flow using the "Invoke AWS Lambda Function" block.

**Documentation:**

https://docs.aws.amazon.com/lambda/latest/dg/welcome.html

**3. Using the UpdateAgentStatus API**

The UpdateAgentStatus API allows you to programmatically change an agent's status. This API can be integrated into your custom agent UI or invoked via Lambda to automate the transition to "ready" status after a contact ends.

**API Example:**

```
{
  "InstanceId": "your-instance-id",
  "AgentStatusId": "your-agent-status-id",
  "AgentId": "your-agent-id"
}

```
**Use Cases:**

* Direct API Call: Implement this API call in your contact flow to change agent status after a delay.
* Custom UI Integration: If using a custom agent UI, ensure it handles this status change by invoking this API.

**Documentation:**

https://docs.aws.amazon.com/connect/latest/APIReference/API_UpdateAgentStatus.html

**4. Integrating Custom UI with Amazon Connect**

If you are using a custom agent interface (defaultflowforagentui), you can leverage the Amazon Connect Streams API to manage agent states programmatically.

**How to Implement:**

* Use the Streams API to monitor contact state changes and trigger the status update after a specific event (e.g., after a contact ends).
* Implement logic to automatically set the agent's status to "ready" after a specified time interval.

**Documentation:**

https://docs.aws.amazon.com/connect/latest/adminguide/upgrade-ccp-streams-api.html

**5. Ensuring Proper Permissions and Settings**

Ensure that the appropriate IAM roles and permissions are in place for the Lambda functions or APIs to manage agent status changes. This includes:

* Permissions to invoke the UpdateAgentStatus API.
* Lambda execution role permissions.

**Documentation:**

https://docs.aws.amazon.com/connect/latest/adminguide/security-iam.html

https://docs.aws.amazon.com/lambda/latest/dg/lambda-intro-execution-role.html

Agent Workspace - making agents ready automatically

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