# 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)](https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html) 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](https://support.assembled.com/hc/en-us/articles/7764774375437-Queue-configuration-ticket-exclusions).

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:

| Amazon Connect | Assembled |
| --- | --- |
| Voice | phone |
| Chat | chat |

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