Feeding Arena
Arena for Amazon Connect scores agents on quality, and survey answers are the best quality signal there is. SurveyCX feeds it in two ways; either is enough.
Through Arena's ingest endpoint (recommended)
- In Arena's console, open the Data button and create an ingest key.
- In SurveyCX, open Settings > Arena and paste Arena's site URL with
/api (for example https://d1234.cloudfront.net/api) and the key.
- Enter an agent ARN and click Send test score. Arena's panel for that agent shows a survey score of 5 within a few seconds.
From then on, every completed response with an agent-attributable score is sent to Arena as a CSAT_RECEIVED event: the agent's ARN, the contact id, the score on a 1-5 scale and the time. Arena deduplicates per contact, so a retry never double-counts, and the score lands on the agent's day in Arena's points and in its results report.
Company questions (NPS, effort, resolution) are not sent; they are not the agent's doing.
Through the contact attribute
If your Arena stack already reads Amazon Connect contact records, nothing else is needed: SurveyCX writes the agent score onto the contact as the csat attribute, which is the attribute Arena's CsatAttribute setting reads by default. Arena then scores it when the contact record arrives.
Use one method or the other. If both are on, Arena's per-contact deduplication keeps the first score it sees.
Other platforms
On a Genesys or other stack, the ingest endpoint route works unchanged: the agent id sent to Arena is the one your platform reported to SurveyCX, and Arena's linked ids map it to the person.
Current as of version 0.1.0. See the release notes for what changed since.