Important note before getting started:

Amazon Connect does not use a standard REST API for integration purposes and requires setting up data streaming. Setting this up requires good working knowledge of Amazon Connect and the proper permissions.

Furthermore, Amazon Connect only supports one data stream at a time and Assembled requires a Kinesis Firehose to S3 stream.

Overview

Assembled can pull live agent states and contact data known as Contact Trace Records (CTRs) in Amazon Connect, from your Amazon Connect instances across multiple regions. This information is used in forecasting for scheduling purposes, reporting and Assembled's Realtime dashboard.

Please note: Assembled's Amazon connect integration relies on the case lifecycle model. Please refer to the Case Lifecycle model (Amazon Connect) for details & overview of the model. 

Prerequisites

1. Contact support@assembledhq.com to enable this connection
2. Determine your existing setup for streaming agent events and contact trace records (CTRs). You can check this by navigating to Amazon Connect in AWS, and clicking on your instance alias > Data Streaming in the side panel.
   
3. Assembled currently supports the following configurations for CTRs
   1. CTR data is being streamed to an S3 bucket
   2. CTR data is being streamed to a Kinesis stream
   3. CTR data is not being streamed to an S3 bucket or Kinesis stream
4. Assembled currently supports the following configurations for Agent Events
   
   1. Agent events are being published to a Kinesis Stream
   2. Agent events are not being published to a Kinesis Stream
5. If AWS accounts is streaming either CTRs or Agent Events in a manner not listed above, do not proceed to the self service flow. Please contact support@assembledhq.com or your CSM to complete setup.

Streaming Data For Your First Region

1. Navigate to Settings > Integrations > Integration Directory in the Assembled app. Look for Amazon Connect, and click Add.
2. In the window, that pops up, click Get started.
3. Select your AWS configuration details. You can confirm your setup by going to the Data Streaming  page for your Amazon Connect instance.
4. Based on how your account is set up, we will create an AWS Cloudformation template for you to run on your account. Click Fill out AWS Form to access the template. This will prompt you to log into the AWS Console and take you to a CloudFormation quick create page.
5. The stack will default to us-east-1, but you can change the region via the dropdown in the top-right corner. Check off the acknowledgment on the bottom and click Create Stack. You will be directed to a status page. After a few minutes, you should see the stack created successfully with a CREATE_COMPLETE status.
   Tip: If you want to see what resources the template is creating before running it, you can click Create change set, which allows you to examine various configurations before executing the change set.
6. Navigate to the Connect dashboard in the AWS, and click on your instance alias > Data Streaming in the side panel. Check Enable data streaming, if it isn't already.
   
7. If the dropdown for Contact Trace Records, is already populated, you can skip this step. Select Kinesis Firehose and in the dropdown, pick the delivery stream that was created by the CloudFormation template, it will have a name formatted as <region>-assembled-ctr-delivery-stream
8. If the dropdown for Agent Events, is already populated, you can skip this step. Under Agent Events, select assembled-agent-events-stream from the dropdown.
9. Return to the Assembled app. The final step is for you to provide your AWS account details. Once you click Submit, Assembled will try to verify that the correct AWS resources are set up. If you encounter any errors on this page, please try to resolve them if possible. If you need assistance, don't hesitate to reach out to our support team.
10. If everything goes smoothly, you should see the following confirmation page. If you need to add another region, you can do that now. Otherwise click Done to finish the process.

Adding Historical Contact Data

If this is a new data stream, Amazon Connect will only stream new data from the point of creation onwards. In order to pull in historical CTR data in Assembled to view data in the past or generate a forecast, you will need to export the data from Amazon Connect and provide it to Assembled to do a one-time upload in to our platform.

For more information about how to do this, please visit our help article on how to upload historical CTR data to Assembled.