Release Notes - Amazon Kinesis Real-Time Adapter v2.6

Owned by Arielle Kaye Odeste
Feb 15, 2023
2 min read

Product Enhancements

  • Addition of Disconnect reason into AWS Contact Trace adapter - Display DisconnectReason field in CTR data

    • CUSTOMER_DISCONNECT: Customer disconnected first. 

    • AGENT_DISCONNECT: Agent disconnected when the contact was still on the call.

    • THIRD_PARTY_DISCONNECT: In a third-party call, after the agent has left, the third-party disconnected the call while the contact was still on the call.

    • TELECOM_PROBLEM: Disconnected due to an issue with connecting the call from the carrier, network congestion, network error, etc.

    • CONTACT_FLOW_DISCONNECT: Call was disconnected in a flow.

    • OTHER: This includes any reason not explicitly covered by the previous codes. For example, the contact was disconnected by an API.

Value may not be accurate when there’s agent or customer connectivity issue. For example, if the agent is having connectivity issue, the customer might not be able to hear them ("Are you there?") and hang up. This would be recorded as CUSTOMER_DISCONNECT and not reflect TELECOM_PROBLEM.

 

  • Split of Hierarchy Groups into Columns - Display 5 new separate AgentHierarchyGroup fields for the 5 levels of hierarchy data available in the CTR record. This is applicable to CTR and AgentEvent indexes (AgentEventHistory, AgentObservation and AgentStateDuration)

AgentHierarchyGroups of old data are not splitted into columns. Only the new ones after the implementation of this adapter version will be splitted into columns.

Bug Fix

  • AWS real-time issues - AgentEvent is not showing current agent states without changing one. The solution is to get AgentEvent data from LiteDB file when the adapter runs and store it in cache just like in CTR. That upon login to dashboard, AgentEvent should display agent state.