Case lifecycle model (Amazon Connect)

Use the case lifecycle model to forecast, staff, and report on every piece of work in a contact, not just the contact as a whole. Assembled turns each Amazon Connect contact trace record (CTR) into a unit of work, and groups the units of work for one customer interaction, such as a call and its transfers, into a case. This article explains how that works, and how queues, exclusions, and channels are set.

This article applies to Amazon Connect only. For Salesforce Service Cloud, see Case lifecycle model (Salesforce Service Cloud).

To set up queues for units of work, go to Configure > Queues and exclusions. For connecting Amazon Connect, see Amazon Connect integration.

How the case lifecycle model works

• Forecasts account for every unit of work your team does, so contacts that are transferred or escalated are staffed more accurately.
• You can see how cases break down, such as how many are transferred, and staff to meet your SLA for each unit of work. See Case lifecycle metrics.
• A case’s queue, channel, status, and exclusion come from its last unit of work.

Units of work

In Amazon Connect, a contact trace record captures the events of one contact. Each CTR becomes one unit of work in Assembled, so a new unit of work starts whenever a new CTR is created. CTRs from the same initial contact are grouped into one case.

• If the next CTR is a queue transfer, the previous unit of work ends as transferred.
• If a CTR records a completed transfer to another team member, its unit of work ends as reassigned.
• If a contact was queued but never connected to a team member, its unit of work ends as abandoned.
• A unit of work starts when the contact is queued, and its first response is when it’s connected to a team member.

Queues and exclusions

Each unit of work gets its own queue, and its own exclusion if it matches an exclusion rule. Set up rules in Configure > Queues and exclusions using these CTR fields: Channel, Initiation method, Queue name, Queue ARN, Routing profile name, and Routing profile ARN. For the steps, see Queues and exclusions.

CTRs with Initiation method set to Disconnect are excluded, with the exclusion Disconnected call. These are usually exit surveys at the end of a call. When the last CTR in a case is excluded this way, the unit of work before it is treated as the last one, so the case keeps its queue and channel.

Channels

The Channel field on each CTR sets the channel of its unit of work, and the last unit of work’s channel is the channel of the case.

To map Amazon Connect channels differently, contact our team.