Connect LabAmazon Connect study

Ecosystem

Glossary

Learn it in 5 minutes

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About five minutes of reading

A migration argument is usually two definitions of the same word.

This lesson is the glossary. Search it. Each term has a one- or two-sentence meaning and a source. Prefer these meanings in design reviews. If a vendor uses the word differently, write their meaning next to it rather than overloading the word.

Start with contact, queue, routing profile, attribute, CTR, and ContactId. Then add the sister-system words: adherence, evaluation, civic address, and screen pop.

  • The glossary is also a flashcard deck.
  • Old-platform words are included on purpose.
  • Ended features stay in the glossary so people can see the date.
  • If a definition has no source, it does not belong here.

Number on this page: Terms 160+. In this campus glossary

Visual

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Glossary
Diagram SVGDiagram PNGDiagram HTMLFlow SVGFlow PNGFlow HTML

Picture from this room.

Worked example

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  1. Search. The word.
  2. Read. The source.
  3. Alias. The old name.
  4. Use. One meaning in the design.

What usually goes wrong: A project wiki that redefines 'skill' every quarter.

Quiz

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Question 1

Which term matches this description? The constraint native scheduling uses when an agent requests leave. It is not the same object as hours of operation.

Show the cited answer

The constraint native scheduling uses when an agent requests leave. It is not the same object as hours of operation. The term is Time-off rule.

Forecasting & agent scheduling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10

Sources

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Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10

The prose is a study paraphrase. The link is the source of the facts.

Ecosystem

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Glossary

  • Start media streaming Sends live customer audio to Kinesis Video Streams for a third-party recorder or bot.
  • Screen recording Records the agent desktop. On the Basic price list it is 0.006 USD per minute.
  • Forecasting and agent scheduling The 4 Aug 2026 name for native WFM: forecast, capacity, schedules, and adherence.
  • Schedule adherence How closely an agent's actual status matched the published schedule. Native metrics appear after schedules are published. Third-party WFM reads agent events.

Mind map

Open the Ecosystem mind map

Sister technologies

Connect answers the contact. Workforce, quality, emergency location, and the system of record sit beside it, and they only stay honest if they share ContactId.

Config and troubleshooting

A project wiki that redefines 'skill' every quarter.

Adherence needs agent events, not a person refreshing a report. ResourceType AGENT_EVENTS and StorageType KINESIS_STREAM is the hook. A second consumer should read the stream, not a second delivery on the instance.

InstanceStorageConfig

CloudFormation study snippet
Resources:
  AgentEvents:
    Type: AWS::Connect::InstanceStorageConfig
    Properties:
      InstanceArn: !GetAtt CampusInstance.Arn
      ResourceType: AGENT_EVENTS
      StorageType: KINESIS_STREAM
      KinesisStreamConfig:
        StreamArn: !GetAtt AgentStream.Arn

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.

Sources and go deeper

sources.json