Lifecycle model overview

Our new case lifecycle model enables teams to forecast, staff, and report on the units of work that comprise a support case. Key benefits include:

• Forecasts that account for all “touches” / units of work done by your agents.
• More accurate staffing for cases that transfer or escalate.
• Visibility into case breakdown (reopens, transfers, etc).
• Optimize staffing to meet SLA requirements for each touch.

Units of work

In Amazon connect, a Contact Trace Record (CTR) captures the events associated with a contact. In Assembled, we map CTRs 1:1 with units of work. Multiple units of work can make up an Assembled case.

A new unit of work is triggered when a new CTR is created.

Example of how CTRs map to units of work to create a case in Assembled.

Queues & exclusions in Assembled

The queue, channel, and status of a case are determined by its final unit of work.

Queue & exclusion rules:

To set up your Assembled queues for your new Amazon Connect integration, we recommend following the steps in our queue configuration guide.

Queue and exclusion rules in Assembled can be set up from one of the following fields on the CTR:

Channels in Assembled

The channel field on the CTR determines the channel of the unit of work in Assembled. The channel of the last unit of work determines the channel of the entire case.

• Assembled will map Amazon Connect channels to Assembled channels as follows:

Note: we exclude any CTRs with Channel = Task or Initiation Method = Disconnect from Amazon Connect.