Amazon Connect

The integration enables voice and screen recordings from Amazon Connect to be imported into CXone Mpower for quality management, Interaction Analytics and reporting. Only new interactions, made after solution deployment are available for import.

This feature is available if you have the Amazon Connect license.

To set up the integration, the permission, Amazon Connect Setup must be enabled in Admin > Permissions > Interactions Hub > APIs.

The Amazon Connect solution uploads all the calls that were archived into the S3 bucket, and their metadata and User information were synced into CXone Mpower. If Amazon Connect fails to provide one of these data items, the calls will not be synced into CXone Mpower.

A copy of all Store & Forward (S&F) integrated calls are stored in temporary storage for up to 3 months. This allows for the recovery of these calls in case of technical issues. Please note that this temporary copy is not subject to GDPR enforcement. If a call needs to be restored, any previously deleted information associated with that call may also be recovered.

The integration does not support digital or IVR calls.

Supported Architecture

Standalone CXone Mpower tenant for Amazon Connect voice and screen recording.

The following channels are supported:

  • Voice

  • Screen

  • All segments of a contact must share the same Contact ID
  • There is no support in full Contact playback (playback is done by Segments)
  • There is no support for digital or IVR calls

Importing Users

Users from Amazon Connect are continuously synchronized to CXone Mpower.

All users imported from Amazon Connect must have an email address listed in Amazon Connect. Users without an email address are not created in CXone Mpower and their calls are not imported.

User teams are not automatically synchronized with CXone Mpower. You can upload them manually using the Bulk Employee Upload tool.

Importing Business Data

Up to 50 business data fields can be imported from Amazon Connect to CXone Mpower. The data fields are allocated as 35 fields with text values, 10 fields with number values, and 5 fields with Boolean values.

Only data available at the time of synchronization with Amazon Connect will be imported.

To support Quality Plans, all skills data must be imported as business data fields.

Importing Recordings

Only new interactions recorded by Amazon Connect after solution deployment are imported.

Calls will not be imported if they are not successfully archived, or do not have any valid audio packets for playback​ or may be of a very short duration (2 seconds or less)​ or are only partially recorded.

Reporting

Imported recordings appear in the Interactions Hub app and be available for Quality Management and Interaction Analytics within one hour of archiving.

FAQS

No, teams are not automatically synced. However, you can upload them manually using theBulk Upload Records tool.

No, real-time monitoring capabilities (such as live call tracking) are not supported.

No, only ongoing call data is supported. Historical data cannot be imported.

No, digital interactions are not supported in this integration.

No, IVR calls are not supported.

Up to 50 business data fields are supported.

No, role-based access control (RBAC) by skill is not supported because skills are not synced between Amazon Connect and CXone Mpower.

Only if the skill is stored as business data. Otherwise, quality plans by skill are not supported.

Yes, every user must have an email address. If an Amazon Connect user does not have one, they will not be created in CXone Mpower and their calls will not be uploaded. Customers must ensure all users have email addresses in Amazon Connect before integration.

No, only one Amazon Connect system can be connected to a single CXone Mpower tenant.