Setting up Amazon Connect for Zoom Workforce Management app

Requirements for setting up the Amazon Connect for Zoom Workforce Management app

• Account owner or administrator privileges
• Zoom Workforce Management license
• An active Amazon Connect instance
• AWS IAM Role ARN with the following permissions:
  • connect:ListUsers
  • connect:DescribeUser
  • connect:ListQueues
  • connect:DescribeQueue
  • connect:ListRoutingProfiles
  • connect:DescribeRoutingProfile
  • connect:ListHoursOfOperations
  • connect:DescribeHoursOfOperation
  • connect:GetCurrentMetricData
  • connect:GetMetricData
  • connect:GetMetricDataV2
  • connect:ListAgentStatuses
  • connect:DescribeAgentStatus
• Your Amazon Connect Instance ID, Instance ARN, and AWS Region

Important: Agent email addresses in Amazon Connect should match Zoom user emails for automatic user mapping. Zoom does not provide technical support for Amazon Connect. If you need assistance with Amazon Connect configuration, contact AWS Support directly or reach out to your IT administrator who manages Amazon Connect.

Limitations for setting up the Amazon Connect for Zoom Workforce Management app

• Currently, only one Amazon Connect instance can be connected per Workforce Management account.
• Amazon Connect integration cannot be added to accounts that already have Zoom Contact Center configured.
• Workday integration cannot be added to an account that has integrated with Amazon Connect.
• Write-back to Amazon Connect (such as publishing schedules) is not supported at this time.
• Amazon Connect Proficiencies mapping is not yet available.
• Amazon Connect users must have a corresponding Workforce Management user for real-time adherence to work properly.

How to add the Amazon Connect for Zoom Workforce Management app

You can access the Amazon Connect for Zoom Workforce Management app from the Zoom App Marketplace listing page.

1. Sign in to the Zoom web portal as an account owner or admin with edit privileges.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Marketplace Management.
   Zoom App Marketplace will open in a new browser tab.
4. Use the search box to find the Amazon Connect for Zoom Workforce Management app.
5. Click on the app's icon or name to access it.
6. Click Add to create the connector.

How to set up the Amazon Connect for Zoom Workforce Management app

1. Access the Amazon Connect for Zoom Workforce Management app from the Zoom App Marketplace.
2. On the Marketplace custom form, enter the following required information:
   • Region: Enter the AWS region where your Amazon Connect instance is hosted (e.g., us-east-1, us-west-2, eu-west-1).
   • Instance ID: Enter your Amazon Connect instance ID (found in the Amazon Connect console, this is the value after instance/ in your Instance ARN).
   • Instance ARN: Enter the full Amazon Resource Name (ARN) of your Amazon Connect instance (for example, arn:aws:connect:us-east-1:123456789012:instance/your-instance-id).
3. On the following page, enter:
   • ARN: Enter your AWS IAM Role ARN that has the required Amazon Connect permissions.
4. Complete the App Marketplace authorization flow.
   Upon successful connection, you will be returned to WFM and the Amazon Connect integration will appear with a status of Connected in the integrations table.

How to obtain the required details from AWS

1. Log in to your AWS Management Console.
2. Click Amazon Connect service to find your instance details:
   • Click on your instance alias.
   • The Instance ARN is displayed on the instance overview page.
   • The Instance ID is the value after instance/ in the ARN.
   • Note the Region from the ARN (for example, us-east-1)
3. Click IAM service to create or access an IAM role:
   • Create an IAM role with the required Amazon Connect permissions (see Requirements section)
   • Copy the Role ARN for use in the App Marketplace setup

For detailed instructions, refer to the Amazon Connect Administrator Guide.

How to add the Amazon Connect integration in Workforce Management

1. Sign in to the Zoom web portal as an admin.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click CX management .
4. Click Workforce Management.
   A new tab will open.
5. In the navigation menu, click Preferences.
6. Click the Integrations tab.
7. Click Add integration, then select Amazon Connect.
   You will be redirected to the Zoom App Marketplace to complete the setup.
8. Enter your Amazon Connect instance details (Region, Instance ID, Instance ARN) and IAM Role ARN as described above.
9. Complete the authorization flow.
   Upon successful connection, the Amazon Connect integration will appear with a status of Connected in the integrations table. Once the integration is connected, Workforce Management will automatically perform an initial sync to import your agents, queues, and agent status definitions from Amazon Connect.

What data syncs from Amazon Connect

When you connect Amazon Connect to Workforce Management, the following data is synchronized:

Initial sync (automatic)

When the integration is first connected, WFM automatically syncs:

• Users: Amazon Connect agent users
• Queues: Contact queues configured in Amazon Connect
• Agent Status Definitions: Agent availability statuses (Available, Offline, Break, etc.)

Automatic background sync

• New users and queues: Synced automatically every 60 seconds from the App Marketplace
• Deleted users and queues: Removed from WFM within 15 minutes
• Agent status definitions: Must be manually re-synced (to match behavior with Zoom Contact Center)

Scheduled syncs

• Historical metrics: Synced every 15 minutes including:
  • Contacts offered (queued)
  • Contacts handled
  • Contacts abandoned
  • Average handle time
  • Average abandon time
  • Average hold time

Real-time data

• Agent status updates (RTA): Agent statuses are synced automatically from Amazon Connect to WFM for real-time adherence monitoring. This includes:
  • Current status name (e.g., Available, Offline, Break)
  • Status category (Routable, Custom, or Offline)
  • Timestamp of status change

How to perform a manual sync

Admins can manually trigger a sync to immediately import the latest data from Amazon Connect.

1. Sign in to the Zoom web portal as an admin.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click CX management .
4. Click Workforce Management.
   A new tab will open.
5. In the navigation menu, click Preferences.
6. Click the Integrations tab.
7. Find your Amazon Connect integration in the list.
8. Click the ellipsis icon next to the integration.
9. Select one of the following sync options:
   • Sync Users: Refresh the user list from Amazon Connect
   • Sync Queues: Refresh the queue list from Amazon Connect
   • Sync Agent Statuses: Refresh agent status definitions from Amazon Connect
   • Sync All: Sync all data types simultaneously

Note: The context menu options are disabled while a sync is in progress.

User mapping

Auto-mapping

Amazon Connect users will automatically attempt to map to WFM users based on matching email addresses during the initial sync.

Important: Real-Time Adherence (RTA) will not work properly unless Amazon Connect users are correctly mapped to WFM users. Confirm user mappings are verified after the initial sync.

Manual mapping

Users can be manually mapped or unmapped through the Amazon Connect User Mapping Modal:

1. Sign in to the Zoom web portal as an admin.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click CX management .
4. Click Workforce Management.
   A new tab will open.
5. In the navigation menu, click Users.
6. Open the Amazon Connect user mapping interface.
7. Search for Workforce Management users and associate them with Amazon Connect users using the dropdown.
8. Save changes to apply mappings.

The mapping modal supports:

• Pagination through Workforce Management users
• Search and filter functionality
• Bulk save of mapping changes
• Duplicate mapping detection (prevents the same Amazon Connect user from being mapped to multiple WFM users)

Admin experience

• Admins are required to add the Amazon Connect for Zoom Workforce Management app from the Zoom App Marketplace and configure the instance details and IAM Role ARN.
• A new integration is created in Workforce Management upon successful completion of the App Marketplace authorization flow.
• The initial sync happens automatically when the integration is first connected.
• Admins can trigger manual syncs (Users, Queues, Agent Statuses, or All) via the context menu on the integration row.
• Admins can manage user mappings between Amazon Connect users and WFM users.

Supervisor experience

• Supervisors can view real-time agent adherence status based on live data from Amazon Connect.
• Supervisors can access historical queue metrics and reports populated from Amazon Connect data.
• Supervisors can use WFM forecasting features with historical data from Amazon Connect.

Agent experience

• Agents are automatically synced from Amazon Connect and appear in WFM.
• Agent real-time status (Available, Offline, Break, etc.) is reflected in WFM's adherence view.
• Agents can be scheduled using WFM's scheduling features based on Amazon Connect queue data.

How to delete the app

1. Sign in to the Zoom web portal as an admin.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click CX management .
4. Click Workforce Management.
   A new tab will open.
5. In the navigation menu, click Preferences.
6. Click the Integrations tab.
7. Delete Amazon Connect integration from the table.

How to remove the app

1. Log in to the Zoom App Marketplace.
2. Click Manage then Added Apps.
3. Next to Amazon Connect for Zoom Workforce Management app, click Remove.

Support responsibilities

Zoom

For the following issues, contact Zoom Support:

Marketplace:

• Issues adding the Amazon Connect app to an account
• Issues completing the Marketplace authorization flow
• Issues when updating or configuring Amazon Connect credentials

Workforce Management (WFM):

• Queues or users not appearing after sync
• Issues with user mapping between WFM and Amazon Connect
• Agent status not updating in real-time adherence
• Historical metrics not appearing in reports
• Discrepancies between WFM and Amazon Connect data

AWS / Amazon Connect

For the following issues, contact AWS Support or consult the Amazon Connect documentation:

• Creating an IAM role with appropriate permissions
• Finding your Amazon Connect Instance ID, Instance ARN, and Region
• Configuring Amazon Connect queues and agent statuses
• API rate limits and throttling issues
• Amazon Connect service availability

Data security

Communications between this app and Zoom and [third-party] are encrypted:

• Protocol: TLS 1.2
• Cipher suite: ECDHE-ECDSA-AES128-GCM-SHA256
• Key length: 128 bits
• Perfect Forward Secrecy: YES

This app stores access credentials in the local data store:

• AWS SigV4 tokens and Zoom OAuth credentials (both user-level only) are stored in an encrypted database.

How your data is used

The Amazon Connect for Zoom Workforce Management connector allows Zoom to integrate your contact center data for workforce management purposes. The permissions you share with Zoom include:

• Users: Zoom will have permission to retrieve agent user information from your Amazon Connect instance, including user IDs and usernames.
• Queues: Zoom will have permission to retrieve queue information, including queue IDs, names, and types.
• Agent Status Definitions: Zoom will retrieve agent status configurations for mapping to WFM activities.
• Agent Status (Real-Time): Zoom will receive real-time agent status updates for adherence monitoring, including current status and timestamp of status changes.
• Historical Metrics: Zoom will retrieve historical queue metrics for forecasting and reporting, including contact volumes, handle times, and abandonment data.