voicefoundry post-call surveys powered by smg agenttrack … · aws cloudformation & amazon...

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VoiceFoundry Post-Call Surveys powered by SMG AgentTrack for

Amazon Connect Integration Guide

September 2019

VoiceFoundry

Contents Overview ................................................................................................................................. 2

VoiceFoundry Post-Call Surveys Powered by SMG AgentTrack on AWS ......................... 2

Costs and Licenses .............................................................................................................. 2

Architecture ............................................................................................................................ 3

Prerequisites .......................................................................................................................... 4

Specialized Knowledge ....................................................................................................... 4

Deployment Options .............................................................................................................. 4

Deployment Steps .................................................................................................................. 4

Step 1. Prepare Your AWS Account .................................................................................... 4

Step 2. Subscribe to the VoiceFoundry Post-Call Surveys Powered by SMG AgentTrack SaaS..................................................................................................................................... 5

Step 3. Launch the Quick Start .......................................................................................... 6

Step 4. Test the Deployment .............................................................................................. 7

Contact Flow Setup .......................................................................................................................... 7

Create Contact Flow ............................................................................................................... 7

SMG AgentTrack April 2019

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Best Practices Using VoiceFoundry Post-Call Surveys Powered by SMG AgentTrack on AWS ...................................................................................................................................... 12

VoiceFoundry Post-Call Surveys Powered by SMG AgentTrack ......................................... 12

FAQ....................................................................................................................................... 12

Git Repository ...................................................................................................................... 12

Additional Resources ........................................................................................................... 13

Document Revisions ............................................................................................................ 13

This Quick Start deployment guide was created by VoiceFoundry LLC.

Overview This Quick Start reference deployment guide provides step-by-step instructions for deploying VoiceFoundry Post-Call Surveys Powered by SMG AgentTrack on the Amazon Web Services (AWS) Cloud.

This Quick Start is for users who understand Amazon Connect, AWS Lambda & AWS CloudFormation.

VoiceFoundry Post-Call Surveys Powered by SMG AgentTrack on AWS The SMG AgentTrack application utilizes AWS power of Lambda’s serverless computing, AWS CloudFormation & Amazon Connect to build a post contact center Agent Survey for collecting survey data from your clients after a call with an Amazon Connect Agent has ended. This is all done while maintaining a low cost to you by only paying for what you use.

Costs and Licenses You are responsible for the cost of the AWS services used while running this Quick Start deployment. There is no additional cost for using the Quick Start.

The AWS CloudFormation template for this Quick Start includes configuration parameters that you can customize. Some of these settings, such as instance type, will affect the cost of deployment. For cost estimates, see the pricing pages for each AWS service you will be using. Prices are subject to change.

Each survey incurs a $0.15 charge that will be a part of your AWS bill and is based on the account information used to sign up for the VoiceFoundry Post-Call Surveys SaaS application in the AWS marketplace.


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Architecture Deploying this Quick Start for a the VoiceFoundry Powered by SMG AgentTrack builds the following AWS services integration in your AWS environment in the AWS Cloud.

Figure 1: Quick Start architecture for VoiceFoundry Post-Call Surveys Powered by SMG AgentTrack on AWS

The Quick Start sets up the following:

• SMGPushtoSMGLambda function for sending survey results to the SMG AgentTrack API for report processing

• SMGNextQuestionLambda for keeping track of where the caller is in the survey & provide them the next question

• Amazon Kinesis Streams for processing survey data from Amazon Connect

• *SMG AgentTrack Call flow in Connect

* The template that deploys the Quick Start into an existing Amazon Connect instance requires your configuration prior to Lambda creation & integration


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Prerequisites Specialized Knowledge Before you deploy this Quick Start, we recommend that you become familiar with the following AWS services. (If you are new to AWS, see Getting Started with AWS.)

• Amazon Connect • AWS Lambda • Amazon Kinesis

Deployment Options This Quick Start provides 1 deployment option:

• Deploy VoiceFoundry Powered by SMG AgentTrack into your AWS Account (end-to-end deployment). This option deploys the CloudFormation script to provision the necessary AWS Lambda Functions & Amazon Kinesis Stream to your AWS account & provide the necessary access policies.

The Quick Start provides a template for this option. It also lets you configure your Amazon Connect instance to leverage the Lambda functions & Kinesis Stream.

Deployment Steps Step 1. Prepare Your AWS Account 1) If you don’t already have an AWS account, create one at https://aws.amazon.com by

following the on-screen instructions.

Use the region selector in the navigation bar to choose the AWS Region where you want to deploy VoiceFoundry Powered by SMG AgentTrack on AWS.

Create an Amazon Connect Instance

Claim a Phone Number

Make a note of your Amazon Connect Instance ID. You can find this ID by choosing Amazon Connect from the AWS Services menu, and clicking on the link for your Connect Instance. You will see something like this:

https://aws.amazon.com/getting-started/

https://aws.amazon.com/connect/

https://aws.amazon.com/lambda/

https://aws.amazon.com/kinesis/

https://aws.amazon.com/


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Your Amazon Connect Instance ARN in this case would be:

arn:aws:connect:us-east-1:123123123:instance/2fee1c1f-9d48-42f9-99ee-d129e7012345

And your Amazon Connect Instance ID would be:

2fee1c1f-9d48-42f9-99ee-d129e7012345

Remember to make a note of this ID, as you will need it to Register, and also to execute the QuickStart, both of which are described below.

Step 2. Subscribe to the VoiceFoundry Post-Call Surveys Powered by SMG AgentTrack SaaS 1) Log in to the AWS Marketplace at https://aws.amazon.com/marketplace.

2) Open the page for VoiceFoundry Post-Call Surveys Powered by SMG AgentTrack, and

choose Continue.

3) Subscribe to the VoiceFoundry Post-Call Surveys Powered by SMG AgentTrack

application & continue to the registration page link.

4) Register your account by clicking register

5) Confirm your email after receiving confirmation email

6) Enter your Amazon Connect Instance ARN GUID from the Overview page in Amazon

Connect on the Survey Setup screen

a) Note your API Key – it will be needed for Step 3

7) Select your Survey Questions

8) Save your Survey Questions

9) Enter the Amazon Connect Phone Number that was claimed in step 1

https://aws.amazon.com/marketplace


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Step 3. Launch the Quick Start

Note You are responsible for the cost of the AWS services used while running this Quick Start deployment. There is no additional cost for using this Quick Start. For full details, see the pricing pages for each AWS service you will be using in this Quick Start. Prices are subject to change.

1) Click “Deploy the integration” in Step 6 to launch the AWS CloudFormation template into your AWS account.

2) When prompted, you must provide:

• Your “Agent Track API Key” – found in the Agent Track Survey Setup page

• Your “Connect Instance Id” – also found on Agent Track Survey Setup page

• A unique name for your S3 bucket which will hold your Connect CTR records. See Amazon's bucket naming requirements.

Deploy VoiceFoundry Post-Call Surveys Powered by SMG

AgentTrack into your AWS

Account

Launch

https://docs.aws.amazon.com/AmazonS3/latest/dev/BucketRestrictions.html

https://console.aws.amazon.com/cloudformation/home?region=us-east-2#cstack=sn%7EOracle-Database%7Cturl%7Ehttps://s3.amazonaws.com/quickstart-reference/


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Each deployment takes about 15 minutes to complete.

Step 4. Test the Deployment

Contact Flow Setup

TIP: Be sure in your initial call flow you’ve setup an audio prompt to inform the customer that there is a survey available for them at the end of the call to rate the agent experience on their call.

Now you are ready to setup your call flow. Luckily for you we’ve supplied the identical call flow below for you to import to your Amazon Connect instance. You can download it from the Survey Setup Screen.

Create Contact Flow Select the Create Contact Flow Button to start a new Contact Flow


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Select the downward triangle to import the Contact Flow you downloaded earlier during the survey setup.

Select Import Flow (beta) & select the Contact Flow you downloaded earlier during the survey setup.

Congrats your Contact Flow is imported!


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Make sure you update the Store Customer Input block in the call flow by selecting the block and then toggling the “Encrypt entry (recommended)” checkbox, then save

Be sure to Save your Contact Flow


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• Your last step is to provide the call flow the lambda function it must reference to cycle through your survey questions.

• Open the Lambda Service in AWS and find the “SmgNextQuestionLambda” & copy the following information from the top right portion of your screen:

• This ARN number is unique to your environment and should not match this ARN in this screenshot.

• Paste the Lambda ARN in the lambda function in the call flow:


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• Save the Lambda Block • Save & Publish the Contact Flow

Test your deployment by calling the phone Number Claimed at the beginning of the integration guide.


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Best Practices Using VoiceFoundry Post-Call Surveys Powered by SMG AgentTrack on AWS • It’s best to provide post-call survey to a subset of your callers, not everyone on every call.

• Many businesses make post-call surveys an opt-in feature through a DTMF selection so that consumers do not feel manipulated or pushed into leaving feedback

• Keeping your surveys as short as you can will result in higher participation.

VoiceFoundry Post-Call Surveys Powered by SMG AgentTrack FAQ Q. I encountered a CREATE_FAILED error when I launched the Quick Start.

A. If AWS CloudFormation fails to create the stack, we recommend that you relaunch the template with Rollback on failure set to No. (This setting is under Advanced in the AWS CloudFormation console, Options page.) With this setting, the stack’s state will be retained and the instance will be left running, so you can troubleshoot the issue. (Look at the log files in %ProgramFiles%\Amazon\EC2ConfigService and C:\cfn\log.)

Important When you set Rollback on failure to No, you will continue to incur AWS charges for this stack. Please make sure to delete the stack when you finish troubleshooting.

For additional information, see Troubleshooting AWS CloudFormation on the AWS website.

Q. I encountered a size limitation error when I deployed the AWS Cloudformation templates.

A. We recommend that you launch the Quick Start templates from the location we’ve provided or from another S3 bucket. If you deploy the templates from a local copy on your computer or from a non-S3 location, you might encounter template size limitations when you create the stack. For more information about AWS CloudFormation limits, see the AWS documentation.

Git Repository You can visit our GitHub repository to download the templates and scripts for this Quick Start, to post your comments, and to share your customizations with others.

https://docs.aws.amazon.com/AWSCloudFormation/latest/UserGuide/troubleshooting.html

http://docs.aws.amazon.com/AWSCloudFormation/latest/UserGuide/cloudformation-limits.html

http://docs.aws.amazon.com/AWSCloudFormation/latest/UserGuide/cloudformation-limits.html

https://github.com/aws-quickstart/connect-integration-smg-agenttrack


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Additional Resources Additional reading, with full URLs. Revise the following as appropriate.

AWS services

• AWS CloudFormation https://aws.amazon.com/documentation/cloudformation/

• Amazon Connect

https://aws.amazon.com/documentation/connect/

• AWS Lambda

https://aws.amazon.com/documentation/lambda/

• Amazon Kinesis

https://aws.amazon.com/documentation/kinesis/

Quick Start reference deployments

• AWS Quick Start home page https://aws.amazon.com/quickstart/

Document Revisions Date Change In sections

May 2018 Initial publication —

https://aws.amazon.com/documentation/cloudformation/

https://aws.amazon.com/documentation/connect/

https://aws.amazon.com/documentation/lambda/

https://aws.amazon.com/documentation/kinesis/

https://aws.amazon.com/quickstart/

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