I'm working with Amazon Connect and have a routing profile that consists of agents handling two different products, A and B. When an agent initiates an outbound call, the call is currently tagged to queueName A due to the default routing profile. I want to implement a check in my outbound flow to modify the queueName for better analytics and reporting purposes. How can I achieve this?
2 Answers
You can definitely adjust this in your outbound contact flow. Start by using the StartOutboundVoiceContact block, and then employ a Set contact attributes block to define a reporting key. After that, you can route the contact using either a Transfer to queue or Set working queue block. This way, the contact will be tagged correctly for your analytics. Just keep in mind that although you can specify a QueueId on StartOutboundVoiceContact, the final queue assignment will depend on the blocks in your flow, so make sure to set it directly within the flow for accurate results.
Have you thought about creating separate routing profiles for products A and B? They could be identical in every other aspect but have different default outbound queues, which might simplify your queue management without the need for additional checks.
I have an outbound whisper flow, and I noticed that the Set working queue block isn't permitted in that setup.