Release Notes - Amazon Connect Real-Time Adapter v2.2
- Arielle Kaye Odeste
Analytics
Overview
Version 2.2 of Amazon Connect Real-Time Adapter includes new features, enhancements, and bug fixes.
New Product Features
Onboard custom attributes - Custom attributes can now be onboarded into eMite if it can be sent via Contact Trace Record (CTR) from Amazon Connect. Onboarding IVR data can now slice and dice this data on eMite dashboards by sending such data as Custom Attributes.
A feature has been added in adapter configuration to set up with custom attributes. This ensures that you have control over the custom attributes that must be onboarded.
When configuring custom attributes, you can specify data type of the custom attribute. The default data type is “String” if no data type is specified. This ensures that if a custom attribute is Date field, then it is persisted in the index as a member with date data type. Dashboard operations specific to date data types can also be carried out.
Custom attributes with pipe-delimiter can be onboarded now. The custom attribute will be persisted in indexes as comma-analyzed value.
For example, "CustomerJourney": "Start | Identified as Merchant | Tablets" will be persisted as "CustomerJourney": "Start , Identified as Merchant , Tablets" in index.
This allows you to filter the data by each custom attribute between the pipes ('|').
Re-index offline - Functionality to re-index offline has been introduced. This feature allows manually onboarding the raw data into indexes without interfering with the normal adapter run. Since re-indexing is usually done for large data, this ensures that normal adapter run continues with a separate token and does not have to wait for re-indexing to be completed.
Product Enhancements
Process speed-up - The time taken to fetch lookup data when starting the adapter has been reduced considerably. This is a huge improvement in the overall time taken to display data on eMite dashboards after an adapter start/restart.
New Agent State Duration Index fields - Two new fields have been added to the Agent State Duration Index. The fields are AgentHierarchyGroups and RoutingProfileName.
Security - Security improvements have been added to introduce a security layer over the webservice calls.
SDK version upgrade - eMite SDK version has been upgraded to improve the integration capabilities of the adapter.
Bug Fix
Bug fixes to resolve issues reported by customers and additional exception handling