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Attached Data

Amazon Connect Contact Attributes that you want to display to the agent in the CX softphone/workspace are referred to as 'Attached Data'. These can be used to provide contact or customer meta-data.

The attribute name controls where the attribute appears and, for a plain text value, what colour it is. The attribute value controls how it renders.

Attribute Names​

To configure specific Contact Attributes as 'Attached Data', the name of the attribute must be of a specific format, and can be configured dynamically within the Contact Flow. The Contact Flow(s) can display different data depending on the queue, or any other business logic within the Contact Flow.

  • CW-NEON_AttributeName - Shows a basic string attribute in both the incoming task banner and the profile column in the workspace.
  • CW-NEON-ACTIVE_AttributeName - Shows a basic string attribute in the profile column in the workspace only.
  • CW-NEON-INC_AttributeName - Shows a basic string attribute in the incoming task banner only.
  • phoneNumber (any permutation of this, eg. phonenumber, phone-number) - Shows a click-to-call link to make an outbound call if valid

The attribute name will be normalised, such as CW-NEON_AttributeName will display as 'Attribute Name'

Coloured Attributes​

You can make any of the above attribute types (except phone number) display as a coloured badge instead of plain text. Simply append -TYPE to any of the above attributes, where TYPE is one of the below:

  • DEFAULT - will display blue
  • DANGER - will display red
  • SUCCESS - will display green
  • WARNING - will display yellow
  • NEUTRAL - will display gray

For example:

  • CW-NEON-ACTIVE-WARNING_MyAttribute
  • CW-NEON-DEFAULT_MyAttribute
  • CW-NEON-INC-SUCCESS_MyAttribute

The colour applies only where the attribute value is plain text. See Attribute Values.

Attribute Values​

The value of the attribute determines how it renders to the agent. These are not separate attribute types - they are value formats, and they work with any of the attribute names above. CW-NEON-INC_Website still shows in the incoming task banner only, whatever format its value takes. Colour is the exception - only a plain text value displays as a coloured badge. A value that renders as a link or an audio player uses that format instead, and any colour on the attribute name has no effect.

  • Plain text - the default. Any value that is not one of the formats below displays as text.
  • Markdown link - a value in the form [Display Text](URL) displays as a labelled link, so the agent sees a meaningful label rather than a long raw URL.
  • Audio - a direct, accessible audio file URL ending in .mp3, .ogg or .wav displays as an inline audio player, which the agent can play without leaving the interaction.

For example:

  • CW-NEON_Website set to [Visit our site](https://example.com) displays as a link labelled 'Visit our site'
  • CW-NEON_Recording set to https://example.com/recording.mp3 displays as an audio player
note

An audio URL must point directly at the file and be reachable by the agent's browser. A link to a page that embeds the audio, or one that requires a further sign in, will not play.

Layout​

Attached Data is laid out to suit the interface it appears in:

  • In the workspace, attributes display as a grid of cards in the profile column.
  • In the softphone, attributes display as a list of labels and values.

Wide values, such as an audio player, span the full width of the grid or list rather than sitting in a single column.

Concierge Attributes​

Contact centres using Concierge have two further attributes available. Both are | delimited, so a single attribute can carry several values, and neither appears for contact centres without Concierge.

  • intents - displays as a list of tags, one tag per value, showing the intents Concierge identified from the caller.
  • transcript - displays as a small chat panel, showing what the caller said before the interaction reached the agent.

Contact attributes can also change how an interaction behaves rather than what the agent sees. See Contact Attributes for that reference.