Update Contact Routing Data

connect_update_contact_routing_data

R Documentation

Updates routing priority and age on the contact (QueuePriority and QueueTimeAdjustmentInSeconds)

Description

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.

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

Usage

connect_update_contact_routing_data(InstanceId, ContactId,
  QueueTimeAdjustmentSeconds, QueuePriority, RoutingCriteria)

Arguments

InstanceId

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

ContactId

[required] The identifier of the contact in this instance of Amazon Connect.

QueueTimeAdjustmentSeconds

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

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

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

Value

An empty list.

Request syntax

svc$update_contact_routing_data(
  InstanceId = "string",
  ContactId = "string",
  QueueTimeAdjustmentSeconds = 123,
  QueuePriority = 123,
  RoutingCriteria = list(
    Steps = list(
      list(
        Expiry = list(
          DurationInSeconds = 123
        ),
        Expression = list(
          AttributeCondition = list(
            Name = "string",
            Value = "string",
            ProficiencyLevel = 123.0,
            MatchCriteria = list(
              AgentsCriteria = list(
                AgentIds = list(
                  "string"
                )
              )
            ),
            ComparisonOperator = "string"
          ),
          AndExpression = list(
            list()
          ),
          OrExpression = list(
            list()
          )
        )
      )
    )
  )
)