Release Notes - Amazon Kinesis Real-time v2.5

Owned by Arielle Kaye Odeste
Jul 23, 2024
2 min read

Overview

This AWS RealTime adapter version features its handling of concurrent interactions. Alongside, the adapter underwent technical changes as part of its decoupling process.

Product Enhancements

  • ERFE-127 AWS Concurrency - AWS allows an agent to handle a call and several chats/tasks simultaneously. The maximum number of concurrent activities an agent can manage depends on the Channel Settings configured on the Routing profile page in AWS Connect.

In return, AWS RealTime adapter supports the ingestion of these concurrent contacts. AgentEvents displays each contact as a separate record where parent interaction shows AgentARN and the other interactions show AgentARN_contactID.

  • Improvements for Kinesis UpdateAgents operation - Frequency of updating the list of agents depends on the new configuration AgentUpdateIntervalTimeInMinutes, where agent update operation runs one at a time only. The adapter doesn't create a new thread until after it finishes running, or it terminates the current operation and starts a new one.

Default value = 60 mins
If an invalid interval time is entered, default interval time is used.

  • Use Regional STS Endpoint for AWS Kinesis Realtime- Adapter config “UseStsRegionalEndpoint” specifies how the SDK or tool determines the AWS service endpoint that it uses to talk to the AWS Security Token Service (AWS STS).

  • Move "AWSKinesis" config options from global.config.json to KinesisRT adapter config on DB - Configuration, EnableConversationId, was moved from global.config.json to schema page. When enabled, SegmentId in CTR is computed.

By default, EnableConversationId = true.
When disabled, SegmentId in CTR = 1

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Bug Fix

  • Custom Attributes error when loading from raw data files - Handling improvements on modification of existing custom attribute and creation of new ones. E.g. Modifying String to QA Testing

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