Dynamo – Aspect Integration Architecture Legends: Deployment Steps:

(Deployment option for both, the Agent Productivity and Real-Time Adherence features of Aspect WFM) RTA: Real-Time Adherence Step 1. Prepare Your AWS Account
https://confluence.uk.jpmorgan.com/confluence/display/ECCSWFMFRONTOFFICE/Dynamo APS: Average Positions Staffed Step 2. Check Your Amazon Connect Instance
AC: Amazon Connect Step 3. Launch the Quick Start
PL: Private Line (dedicated) Step 4. Enable Data Streaming
Step 5. Test the Deployment

Managed by Dynamo Team Managed by CCB Operations Technology VPN/ PL JPMC-Managed Corporate Domain VPN/ PL Aspect-Managed WFM Cloud
https://aws.amazon.com/quickstart/connect/aspect-wfm/

OPT WFM Intermediary account

(Amazon VPC)

VPC
Quick Starts are automated reference deployments, using
CloudFormation templates to deploy services with AWS best practices.

Aspect WFM Agent Productivity integration Quick Start JPMC Domain

(“Historical Data Feed”)
Integration Option 1:
schedule export of Connection via Aspect
several AC reports. Collectors

Replicated
S3 Bucket ensures output objects
events rule calls on a
are written to S3 when
via schedule
h a red ole no agents are signed in.
Aspect Collector
S R
s s u med Calls every
A
5 minutes AWS S3
API Agent productivity: Enhances the standard AC
CloudWatch Lambda to update AWS reports with statistics based on agent sign-in/
Scheduled event Firehose Integration Option 2: sign-out information. You can designate whether
converts the information Aspect WFM format and
writes the Pass-through connection produces per-interval and daily historical reports to
custom agent status labels defined in Amazon
read agent events from at the network level Connect should be treated as available, signed in,
S3 Bucket for AC and categorize by
output to the support the forecasting, scheduling, and tracking features
CTC Ingress Account or signed out. For example, a custom agent
Exported S3 bucket of Aspect WFM.
“signed-in/out” times status called “Break,” which represents the agent
Reports taking time off from work, would typically be
treated as signed out, whereas a custom agent
AWS Kinesis status called "Project,” which represents some
Ref
ere Firehose output CTC VPC sort of project work, would typically be treated
Amazon Connect Ag an AC instance AWS nc holds agent Aspect WFM Adapter
m sto e data AWS S3 API PE-1 PE-2
en supports a single a i n strea le re productivity
as signed in. Aspect WFM uses this information
Str t Ev dat Ro Kinesis Service to produce statistics on APS by agent group,
ea en agent event stream
e a l time Assumed analytics
outputs
available time by agent, unavailable time by
m t R ia Public subnet
c c e s sed v agent, and sign-in/sign-out pairs by agent.
a
S3 Bucket for agent Integration Option 3:
Agent productivity Connection through
Event Stream proxy microservices

c
wr alle Aspect WFM Real-Time Adherence integration Quick Start
itt d w VPC Endpoint
en (“Real-time Data Feed”)
to hen
AWS ELB
Real-time Adherence: Provides AC agent state
th ev holds the latest Streaming change information to the Aspect Real-Time
e d en File Transfer
ata ts a state change Events (Agent Adherence (RTA) product, which enables you to
str re for each agent (Adherence) Productivity) monitor the activities of your Amazon Connect
ea
Dynamo m Updates DynamoDB AWS S3 API agents and monitor how well these activities
table and SQS queue adhere to the agents’ schedules.
(Amazon VPC) AWS Shield - 1) Pull current agent states from DynamoDB
Real Time Adherence
Agent State
queue for (RTA) Service
- 2) w
DynamoDB table - 3) Polls SQS
rite a relay agent agent events
RTA even gent state changes
ts to RTA
Lambda Function AWS WAF

Agent Event Integration Option 4: Aspect Cloud

RTA updates
configuration SQS queue Connection bypassing On Rackspace
of Lambda ? Internet GW JPMC

Internet