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Create Values

Before You Begin

Values are the values associated with your predefined attributes. The values page shows a list of your values and their associated predefined attributes. You can add and delete values from this page.

Before working with values, make sure you have the following in place:

  • CxPortal access. You'll need to sign in to CxPortal using the credentials your organization provides.
  • The required role. Proficiency-Based Routing is subject to role-based access. You must have the role designated by your organization to manage values.
  • At least one predefined attribute. Every value must be linked to a predefined attribute, so you'll need to create the relevant predefined attribute before you can add values to it. For example, before adding a value of "Fluent," you'd first need a "Language" predefined attribute to associate it with.
  • A decision on your rating scale. Each value uses a value type that determines how skill levels are expressed — either the standard 1–5 numeric scale or a custom scale with descriptive labels such as "Beginner" or "Expert." It's worth deciding which approach fits your team before you start, since this controls how ratings appear in CxPortal.

Limits and Constraints

Keep the following limitations in mind when managing values:

  • Values must be linked to a predefined attribute. Every value has to be associated with a predefined attribute and can't exist on its own.
  • Reserved naming. You can't create a value that starts with "connect." This terminology is reserved by Amazon Web Services.
  • Amazon Connect uses a 1–5 scale behind the scenes. Amazon Connect requires a 1–5 rating scale for values. Custom labels you define act as alias values for the 1–5 scale — CxPortal displays your labels, but Amazon Connect still uses the underlying numbers internally.
  • You don't have to define all five levels. With a custom rating scale, you only need to define the values you actually use; you can customize the scale as needed rather than filling in all five.
  • Values in use can't be deleted. A value can't be deleted if it's used in an active routing rule. You'll need to remove that dependency first.
  • Deleting values can break inactive rules. If an inactive routing rule contains a value that was previously deleted, any attempt to reactivate that rule will fail.

Step-by-Step Instructions

Add Values

  1. Open CxPortal.
  2. On the left menu, expand Proficiency Routing and then click Values.
  3. Select the predefined attributes associated with your value.
  4. Enter a value name. You can’t create a value that starts with “connect”. This terminology is reserved by Amazon Web Services.
  5. Select a value type. A value type is a rating scale for values. In Amazon Connect you must use a 1-5 rating scale for values, but you can enter custom values in CxPortal to create alias values for the 1-5 rating scale.
  6. For a standard 1-5 rating scale, click 1-5.
  7. For a custom rating scale, click Custom.
    1. Enter the custom text for value 1, 2, 3 ,4 and 5. You don’t need to use all 5 values. You can customize the rating scale as needed.
    2. Click Confirm.
  8. Click +Add Value.

Edit Values

  1. Open CxPortal.
  2. On the left menu, expand Proficiency Routing and then click Values.
  3. Navigate to the values list and click the pencil icon next to the one you want to edit.
  4. Edit the value content and click Update to apply your changes.

Delete Values

  1. Open CxPortal.
  2. On the left menu, expand Proficiency Routing and then click Values.
  3. Navigate to the value list and click the trash icon next to the one you want to delete.
  4. A deletion confirmation message appears. Review the message and click Confirm to delete the value.

Note: A value can’t be deleted if it’s used in an active routing rule. If an inactive routing rule contains a value that was previously deleted, a reactivation attempt will fail.