{"id":414,"date":"2017-11-02T15:12:45","date_gmt":"2017-11-02T06:12:45","guid":{"rendered":"https:\/\/p-corporate-blog-cms.mmmcorp.co.jp\/blog\/2017\/11\/02\/amazon-connect-skills-based-routing"},"modified":"2022-10-28T22:38:39","modified_gmt":"2022-10-28T13:38:39","slug":"amazon-connect-skills-based-routing","status":"publish","type":"post","link":"https:\/\/p-corporate-blog-cms.mmmcorp.co.jp\/blog\/2017\/11\/02\/amazon-connect-skills-based-routing\/","title":{"rendered":"Amazon Connect\u3092\u4f7f\u3063\u3066\u30b9\u30ad\u30eb\u30d9\u30fc\u30b9\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3092\u5b9f\u88c5\u3059\u308b"},"content":{"rendered":"<h2 id=\"outline__1\" id=\"\u6982\u8981\">\u6982\u8981<\/h2>\n<p>Amazon Connect\u3067\u306f\u3001\u30b9\u30ad\u30eb\u306b\u3088\u3063\u3066\u512a\u5148\u9806\u4f4d\u3092\u3064\u3051\u3001\u5bfe\u5fdc\u3059\u308b<code>Agent<\/code>\u3092\u632f\u308a\u5206\u3051\u308b\u3001\u3044\u308f\u3086\u308b\u30b9\u30ad\u30eb\u30d9\u30fc\u30b9\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u304c\u53ef\u80fd\u3060\u3002\u3044\u304f\u3064\u304b\u6982\u5ff5\u304c\u3042\u308b\u306e\u3067\u3001\u305d\u306e\u76f8\u95a2\u3092\u307e\u3068\u3081\u3066\u307f\u308b\u3002<\/p>\n<h2 id=\"outline__2\" id=\"\u5b9f\u88c5\u624b\u9806\">\u5b9f\u88c5\u624b\u9806<\/h2>\n<p>\u30b9\u30ad\u30eb\u30d9\u30fc\u30b9\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u306e\u5b9f\u88c5\u624b\u9806\u306f\u3001\u4ee5\u4e0b\u306e\u3088\u3046\u306a\u3082\u306e\u3067\u3042\u308b\u3002<\/p>\n<ol>\n<li>\u30b9\u30ad\u30eb\u3084\u7d44\u7e54\u306a\u3069\u306b\u3088\u3063\u3066<code>queue<\/code>\u3092\u4f5c\u6210\u3059\u308b<\/li>\n<li><code>Agent<\/code>\u306b\u5bfe\u3057\u3066<code>Routing Profiles<\/code>\u3092\u7d10\u4ed8\u3051\u308b<\/li>\n<li><code>Routing Profiles<\/code>\u306b\u8907\u6570\u306e<code>queue<\/code>\u3092\u7d10\u4ed8\u3051\u3001\u512a\u5148\u9806\u4f4d\u4ed8\u3051\u3092\u3059\u308b<\/li>\n<\/ol>\n<p><code>Contact flow<\/code>\u3067\u3001\u96fb\u8a71\u756a\u53f7\u3084\u5165\u529b\u306a\u3069\u306b\u3088\u3063\u3066<code>queue<\/code>\u3092\u5206\u5c90\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u306e\u3067\u3001\u8a72\u5f53\u306e<code>queue<\/code>\u3092<code>Routing Profiles<\/code>\u306b\u3082\u3064<code>Agent<\/code>\u306e\u4e2d\u3067\u3001\u305d\u306e\u512a\u5148\u9806\u4f4d\u304c\u9ad8\u3044<code>Agent<\/code>\u306bAmazon Connect\u5074\u3067\u5236\u5fa1\u3057\u3066\u304f\u308c\u308b\u3002<\/p>\n<h2 id=\"outline__3\" id=\"\u4f8b\">\u4f8b<\/h2>\n<p>\u57fa\u672c\u7684\u306b\u306f\u524d\u8ff0\u306e\u624b\u9806\u3067\u5b9f\u88c5\u53ef\u80fd\u3060\u304c\u3001\u3084\u3084\u3053\u3057\u3044\u3068\u601d\u3046\u306e\u3067\u3001\u4ee5\u4e0b\u306b\u4f8b\u3092\u793a\u3059\u3002\u4ee5\u4e0b\u306e\u3088\u3046\u306a\u76f8\u95a2\u3067\u30b9\u30ad\u30eb\u30d9\u30fc\u30b9\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3092\u8a2d\u5b9a\u3057\u3066\u3044\u305f\u3068\u3059\u308b\u3002<\/p>\n<p><img src=\"\/images\/amazon-connect-skills-based-routing\/1.png\" alt=\"\"><\/p>\n<p>\u3053\u306e\u5834\u5408\u3001\u305d\u308c\u305e\u308c\u4ee5\u4e0b\u306e<code>Agent<\/code>\u306b\u6700\u521d\u306b\u554f\u3044\u5408\u308f\u305b\u304c\u3064\u306a\u304c\u308b\u3002<\/p>\n<ul>\n<li><code>\u30ad\u30e5\u30fc1<\/code>\u306b\u5bfe\u3057\u3066\u554f\u3044\u5408\u308f\u305b\u304c\u6765\u305f\u5834\u5408=&gt;<code>\u30a8\u30fc\u30b8\u30a7\u30f3\u30c81<\/code>\u306b<\/li>\n<li><code>\u30ad\u30e5\u30fc2<\/code>\u306b\u5bfe\u3057\u3066\u554f\u3044\u5408\u308f\u305b\u304c\u6765\u305f\u5834\u5408=&gt;<code>\u30a8\u30fc\u30b8\u30a7\u30f3\u30c82<\/code>\u306b<\/li>\n<li><code>\u30ad\u30e5\u30fc3<\/code>\u306b\u5bfe\u3057\u3066\u554f\u3044\u5408\u308f\u305b\u304c\u6765\u305f\u5834\u5408=&gt;<code>\u30a8\u30fc\u30b8\u30a7\u30f3\u30c83<\/code>\u306b<\/li>\n<\/ul>\n<p>\u6700\u521d\u306e<code>Agent<\/code>\u306e\u30b9\u30c6\u30fc\u30bf\u30b9\u304c<code>Offline<\/code>\u306e\u5834\u5408\u3084\u3001<code>Agent<\/code>\u304c\u3057\u3070\u3089\u304f\u901a\u8a71\u306b\u51fa\u308b\u3053\u3068\u304c\u3067\u304d\u306a\u304b\u3063\u305f\u5834\u5408\u3001\u8a72\u5f53\u306e<code>queue<\/code>\u3092<code>Routing Profiles<\/code>\u306b\u3082\u3064<code>Agent<\/code>\u306e\u4e2d\u3067\u3001\u6b21\u306b\u512a\u5148\u9806\u4f4d\u304c\u9ad8\u3044<code>Agent<\/code>\u306b\u63a5\u7d9a\u3055\u308c\u308b\u3002<\/p>\n<p>\u307e\u305f\u3001\u624b\u304c\u7a7a\u3044\u3066\u3044\u308b\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c2\u4eba\u3044\u3066\u30012\u4eba\u3068\u3082\u540c\u3058\u30b9\u30ad\u30eb\u3092\u6301\u3063\u3066\u3044\u308b\u5834\u5408\u306f\u3001\u624b\u304c\u7a7a\u3044\u3066\u3044\u305f\u6642\u9593\u304c\u6700\u3082\u9577\u304b\u3063\u305f\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u30b3\u30f3\u30bf\u30af\u30c8\u3092\u53d7\u3051\u53d6\u308b\u3002<\/p>\n<h2 id=\"outline__4\" id=\"\u5bfe\u5fdc\u53ef\u5426\u72b6\u614b\u306e\u5909\u66f4\">\u5bfe\u5fdc\u53ef\u5426\u72b6\u614b\u306e\u5909\u66f4<\/h2>\n<p>Amazon Connect\u30b3\u30f3\u30bd\u30fc\u30eb\u3067<code>Agent<\/code>\u306e\u30b9\u30c6\u30fc\u30bf\u30b9\u3092\u5909\u66f4\u3067\u304d\u308b\u3002<\/p>\n<h3 id=\"outline__4_1\" id=\"\u30b3\u30f3\u30bd\u30fc\u30eb\u306b\u30ed\u30b0\u30a4\u30f3\u3059\u308b\">\u30b3\u30f3\u30bd\u30fc\u30eb\u306b\u30ed\u30b0\u30a4\u30f3\u3059\u308b<\/h3>\n<p>\u30e6\u30fc\u30b6\u30fc\u540d\u3068\u30d1\u30b9\u30ef\u30fc\u30c9\u3067\u30ed\u30b0\u30a4\u30f3\u3059\u308b\u3002\u3053\u308c\u306fAWS\u306e\u30b3\u30f3\u30bd\u30fc\u30eb\u3068\u306f\u5225\u3067\u3001\u30e6\u30fc\u30b6\u30fc\u540d\u3068\u30d1\u30b9\u30ef\u30fc\u30c9\u3055\u3048\u77e5\u3063\u3066\u3044\u308c\u3070\u30a2\u30af\u30bb\u30b9\u3067\u304d\u308b\u3002<\/p>\n<p><img width=\"477\" alt=\"\" src=\"\/images\/amazon-connect-skills-based-routing\/2.png\"><\/p>\n<h3 id=\"outline__4_2\" id=\"\u30b9\u30c6\u30fc\u30bf\u30b9\u3092\u5909\u66f4\u3059\u308b\">\u30b9\u30c6\u30fc\u30bf\u30b9\u3092\u5909\u66f4\u3059\u308b<\/h3>\n<p>\u53f3\u4e0a\u306e\u96fb\u8a71\u30de\u30fc\u30af\u3092\u30af\u30ea\u30c3\u30af<\/p>\n<p><img width=\"293\" alt=\"\" src=\"\/images\/amazon-connect-skills-based-routing\/3.png\"><\/p>\n<p><code>Change status<\/code>\u304b\u3089\u30b9\u30c6\u30fc\u30bf\u30b9\u3092\u5909\u66f4\u3059\u308b(\u5909\u66f4\u5f8c\u306f\u30a6\u30a3\u30f3\u30c9\u30a6\u3092\u9589\u3058\u3066OK)\u3002<\/p>\n<p><img width=\"322\" alt=\"\" src=\"\/images\/amazon-connect-skills-based-routing\/4.png\"><\/p>\n<h2 id=\"outline__5\" id=\"\u307e\u3068\u3081\">\u307e\u3068\u3081<\/h2>\n<p>\u4e0a\u8a18\u306e\u3088\u3046\u306b\u3001<code>Agent<\/code>\u3068\u305d\u308c\u306b\u7d10\u3065\u304f\u30b9\u30ad\u30eb\u306e\u512a\u5148\u9806\u4f4d\u3092\u6c7a\u3081\u3066\u3057\u307e\u3048\u3070\u3001\u3042\u3068\u306fAmazon Connect\u304c\u6700\u9069\u306a\u5224\u65ad\u3092\u3057\u3066\u304f\u308c\u308b\u3002\u3053\u308c\u3092\u30b3\u30fc\u30c9\u30ec\u30b9\u3067\u5b9f\u88c5\u3067\u304d\u308b\u306e\u3067\u3001\u3044\u308d\u3093\u306a\u3068\u3053\u308d\u3067\u4f7f\u7528\u3067\u304d\u305d\u3046\u3060\u3002\u4ed6\u306b\u3082\u591a\u304f\u306e\u6a5f\u80fd\u304c\u3042\u308b\u306e\u3067\u3001\u305d\u308c\u3082\u307e\u305f\u7d39\u4ecb\u3057\u3066\u3044\u3053\u3046\u3068\u601d\u3046\u3002<\/p>\n<h2 id=\"outline__6\" id=\"\u53c2\u8003\">\u53c2\u8003<\/h2>\n<ul>\n<li><a href=\"https:\/\/aws.amazon.com\/documentation\/connect\/\">Amazon Connect Documentation<\/a><\/li>\n<li><a href=\"https:\/\/aws.amazon.com\/jp\/connect\/faqs\/\">\u3088\u304f\u3042\u308b\u8cea\u554f - Amazon Connect<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>\u6982\u8981 Amazon Connect\u3067\u306f\u3001\u30b9\u30ad\u30eb\u306b\u3088\u3063\u3066\u512a\u5148\u9806\u4f4d\u3092\u3064\u3051\u3001\u5bfe\u5fdc\u3059\u308bAgent\u3092\u632f\u308a\u5206\u3051\u308b\u3001\u3044\u308f\u3086\u308b\u30b9\u30ad\u30eb\u30d9\u30fc\u30b9\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u304c\u53ef\u80fd\u3060\u3002\u3044\u304f\u3064\u304b\u6982\u5ff5\u304c\u3042\u308b\u306e\u3067\u3001\u305d\u306e\u76f8\u95a2\u3092\u307e\u3068\u3081\u3066\u307f\u308b\u3002 \u5b9f\u88c5\u624b\u9806 \u30b9\u30ad\u30eb\u30d9\u30fc\u30b9\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u306e\u5b9f\u88c5\u624b\u9806\u306f\u3001\u4ee5\u4e0b\u306e\u3088\u3046\u306a\u3082\u306e\u3067\u3042\u308b\u3002 \u30b9\u30ad\u30eb\u3084\u7d44\u7e54\u306a\u3069\u306b\u3088\u3063\u3066queue\u3092\u4f5c\u6210\u3059\u308b Agent\u306b\u5bfe\u3057\u3066Routing Profiles\u3092\u7d10\u4ed8\u3051\u308b Routing Prof [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":684,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[13],"tags":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/p-corporate-blog-cms.mmmcorp.co.jp\/wp-json\/wp\/v2\/posts\/414"}],"collection":[{"href":"https:\/\/p-corporate-blog-cms.mmmcorp.co.jp\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/p-corporate-blog-cms.mmmcorp.co.jp\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/p-corporate-blog-cms.mmmcorp.co.jp\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/p-corporate-blog-cms.mmmcorp.co.jp\/wp-json\/wp\/v2\/comments?post=414"}],"version-history":[{"count":1,"href":"https:\/\/p-corporate-blog-cms.mmmcorp.co.jp\/wp-json\/wp\/v2\/posts\/414\/revisions"}],"predecessor-version":[{"id":3482,"href":"https:\/\/p-corporate-blog-cms.mmmcorp.co.jp\/wp-json\/wp\/v2\/posts\/414\/revisions\/3482"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/p-corporate-blog-cms.mmmcorp.co.jp\/wp-json\/"}],"wp:attachment":[{"href":"https:\/\/p-corporate-blog-cms.mmmcorp.co.jp\/wp-json\/wp\/v2\/media?parent=414"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/p-corporate-blog-cms.mmmcorp.co.jp\/wp-json\/wp\/v2\/categories?post=414"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/p-corporate-blog-cms.mmmcorp.co.jp\/wp-json\/wp\/v2\/tags?post=414"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}