Amazon Connect > streams_api_flashcards > Flashcards

streams_api_flashcards

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1
Q

Amazon Connect Streams API

A

Amazon Connect Streams API is a real-time communication toolkit that integrates web applications with Amazon Connect. It provides a bi-directional pipeline that streams contact and agent events in real time through WebSocket connections. This JavaScript library lets you build custom agent desktops, embed softphone capabilities into CRMs, and receive real-time notifications about contact state changes, all without polling or refreshing.

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2
Q

Contact Control Panel (CCP)

A

Web browser application that agents use to handle customer inquiries. Agents can dial

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3
Q

Context

A

Structured data representing current state of contact

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4
Q

Events

A

Represent changes in states for different interfaces. Applications listen to events to update agent interface or integrate with other systems.

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5
Q

Handlers

A

Handlers are callback routines called after events take place in your application. They define the specific action that follows an event, essentially answering “what should happen when X occurs?” When your application subscribes to events (like contact connected, agent state change, or button clicked), you link handler functions that execute automatically when those events fire. They’re the bridge between event detection and action execution.

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6
Q

Interfaces

A

Interfaces provide access through multiple API interfaces, giving developers the ability to handle events associated with agents and contacts and call action methods. In Amazon Connect context, interfaces are the contracts or touchpoints where different systems interact - like the Streams API interface for agent desktop integration, REST API interfaces for programmatic control, or EventBridge interfaces for event consumption. They define what methods are available and how to interact with them.

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7
Q

Event Subscription

A

Application subscribes to events and related handler is called. Developer gets event context like contact information and displays in user interface.

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8
Q

Action Methods

A

Methods that can be called to get or set context on agents

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9
Q

Consistent Experience Benefit

A

Maintain consistent UI/UX for agents across business applications. CCP seamlessly integrated into existing CRM and tools for unified application.

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10
Q

Enhanced Flexibility Benefit

A

Fully customize the CCP including look and feel

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11
Q

Streamlined Integration Benefit

A

Facilitates integration with existing systems and data sources. Display customer data

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12
Q

Built-in Features

A

CCP widget directly integrated into web-based agent applications. Use existing functionality without custom development.

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13
Q

Extended Functionality

A

Extend agent user interface with Amazon Connect functionality. Example: integrate Customer Profiles to provide unified view of customer information.

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14
Q

Custom Agent Experience

A

Build customized interface that meets specific functional and business requirements. Handle real-time data on agent and contact state events and control agent workflow programmatically.

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15
Q

CRM Integration

A

Embed call and agent status controls within CRM interface. Use Streams to handle events and action methods to control agent workflow.

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16
Q

connect.core.initCCP()

A

API to initialize the CCP widget in your webpage. Mandatory first step to verify setup is correct and application can listen to events.

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17
Q

agent.onStateChange()

A

Method to subscribe to notifications when CCP agent’s state changes. Triggered when agent’s state changes including routable and not routable states.

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18
Q

contact.onAccepted()

A

Method to subscribe to event when agent accepts incoming contact. Use to display customer information when contact is accepted.

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19
Q

agent.onRoutable()

A

Subscribes to routable event triggered when agent becomes available to receive new contacts. Occurs when agent chooses Available button in CCP.

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20
Q

agent.onNotRoutable()

A

Subscribes to not routable event triggered when agent becomes unavailable. Agent is paused for break

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21
Q

agent.onOffline()

A

Subscribes to offline event triggered when agent goes offline. Occurs when agent chooses Offline button. Offline is logged out not paused.

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22
Q

Agent API

A

Offers methods to subscribe to events and perform actions on behalf of agent. Provides event subscription methods and action methods.

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23
Q

Connection API

A

Provides action methods to manipulate state of particular connection in a contact. Has no event subscriptions. Connections are transient and cannot be accessed after contact completes.

Connection API is purely for actions - if you need to know when something happens, use Contact API events.”

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24
Q

connection.getContactId()

A

Gets unique contactId of contact to which this connection belongs. Used to identify specific contact.

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25
connection.getEndpoint()
Gets endpoint to which this connection is connected. Retrieve destination point and implement custom logic based on data.
26
connection.hold() and connection.resume()
Put connection on hold and resume it. Control specific party being put on hold and connected back depending on number of parties.
27
connection.isActive()
Determines if connection is active. Test if connection is active before associating data or putting connection on hold.
28
Contact API
Provides event subscription methods and action methods on behalf of contact. Create subscriptions and handlers for contact events.
29
contact.onConnecting()
Notifies when contact is connecting. Happens when contact comes in before it is accepted by agent.
30
contact.onConnected()
Notifies when contact is connected indicating agent is connected with customer. Use to track when conversation starts.
31
contact.onEnded()
Notifies when contact is ended either because agent ended conversation or contact was missed. Use contact.getState() to determine state and take action.
32
Core API
Provides mechanism to initiate connection to Amazon Connect. Initializing Streams API is mandatory first step.
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CCP Widget Display
When Streams initialized on web page it can automatically display CCP widget. Option to use integrated CCP or hide widget and build customized agent experiences.
34
Event Subscription Benefits
Create custom event handlers to extend agent application functionality. Incorporate custom UIs and integrate with external third-party systems using real-time events.
35
When to Subscribe to Events
Subscribe to events when you need to integrate CCP UI with your CRM system. Event subscriptions let you sync contact center activities with CRM records in real-time - when calls connect, update the CRM; when agents change status, log it; when calls end, save notes. This creates a unified experience where phone activities automatically reflect in your business systems.
36
connect.agent() Method
Method from Agent API used to subscribe to agent events. Pass subscribeToAgentEvents function as parameter which runs when agent logs in.
37
connect.contact() Method
Method from Contact API used to set up event handlers for changes in contact state. Subscribe to contact events like connecting
38
Customer Profiles
Provides agents with unified view of customer information including product details
39
Customer Profiles Initialization
Include Customer Profiles statement in initialization of CCP interface. Cloud admin must enable feature at Amazon Connect instance level first.
40
Amazon Q in Connect
Generative AI customer service assistant that delivers real-time recommendations to agents. Helps resolve issues quickly using organization's knowledge base.
41
Amazon Q Initialization
Include Amazon Q statement in initialization of CCP interface. Cloud admin must enable feature at instance level.
42
ChatJS
ChatJS — this is part of the Amazon Connect chat ecosystem. It’s a JavaScript library that sits on top of amazon-connect-streams specifically for chat functionality. You’d use it when building custom chat widgets for either the agent-side (CCP customization) or customer-side (embedded website chat).
43
ChatJS Use Cases
Mask inappropriate words
44
TaskJS
Provides APIs and events for handling task contacts. Tasks are units of work that agent or automated process must complete. Available in agent interface.
45
TaskJS Use Cases
Start workflows when tasks assigned
46
VDI Audio Optimization
Streams provides parameters to initialize CCP that optimizes audio in VDI environment. Checks running environment when CCP started in browser.
47
VDI Without Media
Stop CCP from handling audio portion of call to create CCP without media for call signaling. Develop two separate applications: one for media on local desktop
48
Event Handler
Function that runs when event occurs. Provided with on*() methods to subscribe to events. Custom handlers extend agent application functionality.
49
SAML Authentication
Best practice for enhancing security and streamlining user authentication across multiple applications. Enables single sign-on and centralized user management.
50
Single Sign-On (SSO)
Reduces necessity for agents to manage multiple credentials across applications. Agents log in once through identity provider to access multiple systems.
51
Multi-Factor Authentication (MFA)
Elevated security measure that can be enforced when using SAML. Adds extra layer of protection beyond username and password.
52
Identity Provider (IdP)
Service agents log in through to start single sign-on flow. Opens pop-up window or tab for authentication.
53
loginUrl Parameter
Parameter in initCCP() function to link configured IdP with Streams. Specifies URL for identity provider authentication.
54
loginPopup Parameter
Optional parameter in initCCP() that handles configuration of pop-up window for login. Controls how login window appears.
55
loginOptions Parameter
Optional parameter in initCCP() for additional login configuration. Customizes login window behavior and appearance.
56
SAML Federation Requirement
SAML federation must be completed successfully along with CCP initialization flow for CCP to load successfully. Both processes must complete.
57
Streams Logger Library
Built-in logging utility that streamlines process of gathering diagnostic logs. Logs written to console log and kept in memory.
58
Built-in Logs
Built-in Logs — essential for troubleshooting agent-side issues in Amazon Connect. These are client-side logs stored in the browser that capture what’s happening in the CCP from the agent’s perspective.
59
CCP Log Parser Tool
Tool to access CCP logs in user-friendly readable format for analysis and troubleshooting. Makes log review easier.
60
getLog() Method
Programmatically access logs from Streams. Configure level of information returned by setting log or console level.
61
DEBUG Log Level
Setting for getLog() method that provides detailed diagnostic information. Shows verbose logging for troubleshooting.
62
connect.getLog().download()
Method to download logs to agent's machine in JSON form. Useful for offline analysis and sharing with support.
63
Console Log
Location where Streams writes diagnostic logs. Logs also kept in memory for programmatic access.
64
Download CCP Logs
Feature in CCP user interface to gain access to built-in logs. Captures agent actions and event timing.
65
Centralized Authentication
SAML enables centralized user authentication and authorization. Reduces complexity of managing credentials across multiple systems.
Amazon Connect
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