Korbyt Amazon Web Service (AWS) Connect Data Adapter Overview

Written By Ed Kinne

Last updated 11 months ago

The Korbyt Amazon Web Service (AWS) Connect adapter establishes a real-time bridge between Amazon Connect and Korbyt Anywhere. This integration easily enables contact centers to display real-time key performance indicators using a templated adapter from Korbyt by filling in some information from your AWS Connect queue.

This article reviews a specific data adapter. For more general information see
Data Integration and Data Adapters
How To Add Data To A Layout Or Message

The Basics

This Korbyt Templated Adapter utilizes a real-time API that will map contact data such as call volume, hold time, and dropped calls to your Korbyt Anywhere tenant.

Once active you will be able to display your metrics throughout your Korbyt tenant including setting custom rules or data thresholds to give the agents and supervisors access to meaningful data they can use to action on.

The Korbyt Data Adapter will periodically check the data in the AWS Connect Queue and bring the data into Korbyt utilizing the AWS SDK node to ingest data from AWS Connect.

Two different commands that can generate two different data tables

Using getCurrentMetricData, Korbyt requests agent staffing data and maps the following metrics into a data table
- AGENTS_AVAILABLE
- AGENTS_ONLINE
- AGENTS_ON_CALL
- AGENTS_STAFFED
- AGENTS_AFTER_CONTACT_WORK, AGENTS_NON_PRODUCTIVE
- CONTACTS_IN_QUEUE
- OLDEST_CONTACT_AGE
- CONTACTS_SCHEDULED

Using getMetricData, Korbyt requests agent staffing data and maps the following metrics into a data table
- CONTACTS_QUEUED
- CONTACTS_HANDLED
- CONTACTS_ABANDONED
- CONTACTS_CONSULTED
- CONTACTS_AGENT_HUNG_UP_FIRST
- CONTACTS_HANDLED_INCOMING
- CONTACTS_HANDLED_OUTBOUND, CONTACTS_HOLD_ABANDONS
- CONTACTS_TRANSFERRED_IN
- CONTACTS_TRANSFERRED_OUT
- CONTACTS_TRANSFERRED_IN_FROM_QUEUE
- CONTACTS_TRANSFERRED_OUT_FROM_QUEUE, CONTACTS_MISSED
- CALLBACK_CONTACTS_HANDLED, API_CONTACTS_HANDLED
- OCCUPANCY, HANDLE_TIME
- AFTER_CONTACT_WORK_TIME, QUEUED_TIME, ABANDON_TIME
- QUEUE_ANSWER_TIME, HOLD_TIME, INTERACTION_TIME
- INTERACTION_AND_HOLD_TIME
- SERVICE_LEVEL

If additional metrics are required, they may be available through the AWS API and Korbyt Professional Services can assist you in creating a custom data integration

Pre-requisites, Requirements, and Steps in AWS

To function correctly certain steps have to be taken in your AWS Account to configure and allow it to communicate with Korbyt.
The general steps below link to resources from AWS for control of their system

Create a new Amazon Connect instance for the integration, or use an existing instance.
Create a new IAM Policy that grants access only to the Connect Queues
Create a new IAM User and assign it the policy created previously
Generate a new secret\key for the User. This is used in Korbyt to create the adapter.

Creating the Data Adapter in Korbyt

With a Korbyt a Templated Data Adapter for AWS Connect you will only need to fill in some key details

Access key ID
- Generated in AWS Account
Secret Access Key
- Generated in AWS Account
Instance ID
- Found in AWS Account
Region (us-east-1)
Refresh Interval
- As low as 30 seconds
- Faster intervals are possible when the real-time data add-on has been purchased
DEFINE Queues
- Entering your Amazon Resources name in the Queue Field
- Entering a familiar name for the Korbyt Table in the Name field