Connect / Client / update_contact_routing_data

update_contact_routing_data

Connect.Client.update_contact_routing_data(**kwargs)

Updates routing priority and age on the contact (QueuePriority and QueueTimeAdjustmentInSeconds). These properties can be used to change a customer’s position in the queue. For example, you can move a contact to the back of the queue by setting a lower routing priority relative to other contacts in queue; or you can move a contact to the front of the queue by increasing the routing age which will make the contact look artificially older and therefore higher up in the first-in-first-out routing order. Note that adjusting the routing age of a contact affects only its position in queue, and not its actual queue wait time as reported through metrics. These properties can also be updated by using the Set routing priority / age flow block.

Note

Either QueuePriority or QueueTimeAdjustmentInSeconds should be provided within the request body, but not both.

See also: AWS API Documentation

Request Syntax

response = client.update_contact_routing_data(
    InstanceId='string',
    ContactId='string',
    QueueTimeAdjustmentSeconds=123,
    QueuePriority=123,
    RoutingCriteria={
        'Steps': [
            {
                'Expiry': {
                    'DurationInSeconds': 123
                },
                'Expression': {
                    'AttributeCondition': {
                        'Name': 'string',
                        'Value': 'string',
                        'ProficiencyLevel': ...,
                        'Range': {
                            'MinProficiencyLevel': ...,
                            'MaxProficiencyLevel': ...
                        },
                        'MatchCriteria': {
                            'AgentsCriteria': {
                                'AgentIds': [
                                    'string',
                                ]
                            }
                        },
                        'ComparisonOperator': 'string'
                    },
                    'AndExpression': [
                        {'... recursive ...'},
                    ],
                    'OrExpression': [
                        {'... recursive ...'},
                    ],
                    'NotAttributeCondition': {
                        'Name': 'string',
                        'Value': 'string',
                        'ProficiencyLevel': ...,
                        'Range': {
                            'MinProficiencyLevel': ...,
                            'MaxProficiencyLevel': ...
                        },
                        'MatchCriteria': {
                            'AgentsCriteria': {
                                'AgentIds': [
                                    'string',
                                ]
                            }
                        },
                        'ComparisonOperator': 'string'
                    }
                }
            },
        ]
    }
)

Parameters:

• InstanceId (string) –

  [REQUIRED]

  The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

• ContactId (string) –

  [REQUIRED]

  The identifier of the contact in this instance of Amazon Connect.

• QueueTimeAdjustmentSeconds (integer) – The number of seconds to add or subtract from the contact’s routing age. Contacts are routed to agents on a first-come, first-serve basis. This means that changing their amount of time in queue compared to others also changes their position in queue.

• QueuePriority (integer) – Priority of the contact in the queue. The default priority for new contacts is 5. You can raise the priority of a contact compared to other contacts in the queue by assigning them a higher priority, such as 1 or 2.

• RoutingCriteria (dict) –

  Updates the routing criteria on the contact. These properties can be used to change how a contact is routed within the queue.

  • Steps (list) –

    When Amazon Connect does not find an available agent meeting the requirements in a step for a given step duration, the routing criteria will move on to the next step sequentially until a join is completed with an agent. When all steps are exhausted, the contact will be offered to any agent in the queue.

    • (dict) –

      Step defines the list of agents to be routed or route based on the agent requirements such as ProficiencyLevel, Name, or Value.

      • Expiry (dict) –

        An object to specify the expiration of a routing step.

        • DurationInSeconds (integer) –

          The number of seconds that the contact will be routed only to agents matching this routing step, if expiry was configured for this routing step.

      • Expression (dict) –

        A tagged union to specify expression for a routing step.

        • AttributeCondition (dict) –

          An object to specify the predefined attribute condition.

          • Name (string) –

            The name of predefined attribute.

          • Value (string) –

            The value of predefined attribute.

          • ProficiencyLevel (float) –

            The proficiency level of the condition.

          • Range (dict) –

            An Object to define the minimum and maximum proficiency levels.

            • MinProficiencyLevel (float) –

              The minimum proficiency level of the range.

            • MaxProficiencyLevel (float) –

              The maximum proficiency level of the range.

          • MatchCriteria (dict) –

            An object to define AgentsCriteria.

            • AgentsCriteria (dict) –

              An object to define agentIds.

              • AgentIds (list) –

                An object to specify a list of agents, by user ID.

                • (string) –

          • ComparisonOperator (string) –

            The operator of the condition.

        • AndExpression (list) –

          List of routing expressions which will be AND-ed together.

          • (dict) –

            A tagged union to specify expression for a routing step.

        • OrExpression (list) –

          List of routing expressions which will be OR-ed together.

          • (dict) –

            A tagged union to specify expression for a routing step.

        • NotAttributeCondition (dict) –

          An object to specify the predefined attribute condition.

          • Name (string) –

            The name of predefined attribute.

          • Value (string) –

            The value of predefined attribute.

          • ProficiencyLevel (float) –

            The proficiency level of the condition.

          • Range (dict) –

            An Object to define the minimum and maximum proficiency levels.

            • MinProficiencyLevel (float) –

              The minimum proficiency level of the range.

            • MaxProficiencyLevel (float) –

              The maximum proficiency level of the range.

          • MatchCriteria (dict) –

            An object to define AgentsCriteria.

            • AgentsCriteria (dict) –

              An object to define agentIds.

              • AgentIds (list) –

                An object to specify a list of agents, by user ID.

                • (string) –

          • ComparisonOperator (string) –

            The operator of the condition.

Return type:

dict

Returns:

Response Syntax

{}

Response Structure

• (dict) –

Exceptions

• Connect.Client.exceptions.ResourceConflictException

• Connect.Client.exceptions.InvalidParameterException

• Connect.Client.exceptions.ResourceNotFoundException

• Connect.Client.exceptions.InternalServiceException

• Connect.Client.exceptions.ThrottlingException

• Connect.Client.exceptions.AccessDeniedException