Sync Amazon Connect statuses to Kustomer

Last Update: Oct 2024 • Est. Read Time: 2 MIN
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In order for Amazon Connect statuses to work within Kustomer and properly identify whether an agent is available, you must sync their statuses to each other. 

Who can access this feature?
User typesAdmins can access Amazon Connect page.


In this article:

Prerequisites

You must have the Amazon Connect integration installed in your Kustomer app before syncing statuses. For more information, see Integrate voice with Amazon Connect.

Sync Amazon Connect statuses to Kustomer

To do this, map the Connect Statuses to Kustomer Statuses in the Amazon Connect settings page. For information on creating Kustomer Statuses, see User Statuses.

To sync statuses:

  1. Go to Appsand select Amazon Connect.
  2. Select the Statuses tab.
    If you are not currently signed into Connect you will be prompted to do so.
  3. Find the Connect statuses that are set to Unlinked and link them to an available Kustomer status. Custom Statuses can only be mapped 1:1.

(Optional) Map custom statuses for capacity

The Available status in Kustomer also offers sub-statuses to denote agents who are at capacity or partial capacity. This allows you to change call routing behavior depending on your agents' current conversation load. For example, if an agent is set to Available status but is already occupied with conversations, you can use custom status mapping to avoid routing voice calls to them. 

By default, this functionality is disabled, and available agents will be routed calls, regardless of their current capacity. You can enable capacity routing by creating custom statuses in Amazon Connect to correspond to the Available - At Capacity and Available - Partial Capacity statuses. You can decide what's best for your organization and map either of these statuses to meet your business needs.

The Availability sub-statuses are defined as follows:

  • Available: the user is available for routed work.
  • Available - Partial Capacity: the user is available, but has one or more open conversations assigned.
  • Available - At Capacity: the user is available, and has the maximum number of conversations assigned.

    Note: Conversation Capacity is set under the Routing Profile Settings.

To add capacity statuses:

  1. As an Amazon Connect administrator, create the custom agent statuses in the Amazon Connect control panel.
  2. In Kustomer, go to Appsand select Voice.
  3. Select the Statuses tab.
  4. Map the custom Amazon Connect statuses to the Kustomer statuses as your organization desires.