How do I fix a missing or incorrect Amazon Connect ID on an agent's profile? – Assembled

Assembled links each agent's Amazon Connect activity to their Assembled profile using an Amazon Connect ID. If that ID is missing or incorrect, the agent's Scorecard can show no data at all, or show the wrong status and activity. This article explains why that happens and how to fix it.

Important: Don't confuse a Salesforce user ID with an Amazon Connect ID. Salesforce IDs commonly start with 005 and won't work in the Amazon Connect ID field.

Why does an agent's Scorecard show no data or the wrong status?

Assembled tries to automatically link each agent to their Amazon Connect user by matching email addresses. When that match fails, the agent's Amazon Connect activity can't sync to their Scorecard.

This shows up in two ways:

No Amazon Connect ID linked: the agent's Scorecard shows no Amazon Connect data or status at all.
An incorrect Amazon Connect ID linked: the agent's Scorecard shows the wrong status (for example, Offline all day) because it's pulling data for the wrong Amazon Connect user.

If you've confirmed the agent is active and correctly configured in both Salesforce and Amazon Connect, the issue is most likely a missing or mismatched Amazon Connect ID in their Assembled profile.

How do I find an agent's Amazon Connect ID?

You'll need this from your Amazon Connect instance directly, since Assembled can't look it up for you.

In Amazon Connect, navigate to Users > User management.
Select the agent's profile.
Copy their User ID. This is typically an 18-character alphanumeric string.

Note: While you're there, confirm the agent's login email is populated on their Amazon Connect profile. A missing or different email is often why Assembled's automatic matching didn't link them.

How do I link or correct an agent's Amazon Connect ID in Assembled?

Once you have the correct Amazon Connect ID, update it directly on the agent's profile:

Go to People management and open the agent's profile.
Scroll to the IDs section and find the Amazon Connect ID field.
Enter the correct Amazon Connect ID.
Select Save.

If the agent had no Amazon Connect ID linked, this adds it for the first time. If they had an incorrect ID linked, this replaces it with the correct one.

How do I know it worked?

After saving, allow some time for activity and status to start flowing before checking the agent's Scorecard again. If the Scorecard still shows no data, or the status still looks wrong, double-check that the ID you entered is the Amazon Connect User ID and not a Salesforce ID or another identifier.

Questions? Contact support@assembled.com and we'll be glad to help.