vocabulary: "1.0.0"

info:
  provider: Amazon Connect
  description: >-
    Complete taxonomy of the Amazon Connect contact center platform, covering
    the operational dimension (APIs, resources, actions, schemas) and the
    capability dimension (workflows, personas, and domains).
  created: "2026-04-19"
  modified: "2026-04-19"

operational:
  apis:
    - namespace: connect
      label: Amazon Connect Service API
      version: "2017-08-08"
      baseUrl: https://connect.amazonaws.com
      status: active
    - namespace: contact-lens
      label: Amazon Connect Contact Lens API
      version: "2020-08-21"
      baseUrl: https://contact-lens.amazonaws.com
      status: active
    - namespace: app-integrations
      label: Amazon AppIntegrations API
      version: "2020-07-29"
      baseUrl: https://app-integrations.amazonaws.com
      status: active
    - namespace: connect-cases
      label: Amazon Connect Cases API
      version: "2022-10-03"
      baseUrl: https://cases.amazonaws.com
      status: active
    - namespace: connect-participant
      label: Amazon Connect Participant Service API
      version: "2018-09-07"
      baseUrl: https://participant.connect.amazonaws.com
      status: active
    - namespace: customer-profiles
      label: Amazon Connect Customer Profiles API
      version: "2020-08-15"
      baseUrl: https://profile.profile.amazonaws.com
      status: active
    - namespace: amazon-q-connect
      label: Amazon Q Connect API
      version: "2020-10-19"
      baseUrl: https://wisdom.amazonaws.com
      status: active
    - namespace: outbound-campaigns
      label: Amazon Connect Outbound Campaigns API
      version: "2021-01-30"
      baseUrl: https://connect-campaigns.amazonaws.com
      status: active
    - namespace: voice-id
      label: Amazon Voice ID API
      version: "2021-09-27"
      baseUrl: https://voiceid.amazonaws.com
      status: deprecated

  resources:
    - name: instances
      description: Amazon Connect contact center instances
      apis:
        - connect
      actions:
        - list
        - create
        - describe
        - delete
    - name: users
      description: Agent user accounts within Amazon Connect instances
      apis:
        - connect
      actions:
        - list
        - create
        - describe
        - delete
        - update
    - name: queues
      description: Contact queues for routing and holding contacts
      apis:
        - connect
      actions:
        - list
        - create
        - describe
        - delete
        - update
    - name: routing-profiles
      description: Agent routing profiles defining channel concurrency and queue priority
      apis:
        - connect
      actions:
        - list
        - create
        - describe
        - delete
        - update
    - name: contact-flows
      description: Automated contact handling flows for IVR and routing logic
      apis:
        - connect
      actions:
        - list
        - create
        - describe
        - delete
        - update
    - name: hours-of-operations
      description: Business hours configuration for queues and contact centers
      apis:
        - connect
      actions:
        - list
        - create
        - describe
        - update
    - name: agent-statuses
      description: Agent availability states such as Available, Offline, and custom statuses
      apis:
        - connect
      actions:
        - list
        - create
        - describe
        - update
    - name: security-profiles
      description: Permission sets controlling agent access within Amazon Connect
      apis:
        - connect
      actions:
        - list
        - create
        - describe
        - update
    - name: contacts
      description: Individual contact interactions (voice, chat, task, email)
      apis:
        - connect
      actions:
        - describe
        - search
        - start
        - stop
        - update
    - name: metrics
      description: Real-time and historical performance metrics
      apis:
        - connect
      actions:
        - get-current
        - get-historical
    - name: cases
      description: Customer issue cases tracked across multiple interactions
      apis:
        - connect-cases
      actions:
        - list
        - create
        - describe
        - update
    - name: customer-profiles
      description: Unified customer profiles aggregating data from CRM and contact history
      apis:
        - customer-profiles
      actions:
        - list
        - create
        - describe
        - update
        - search

  actions:
    - name: list
      description: Retrieve a paginated collection of resources
      httpMethod: GET
      pattern: read
    - name: create
      description: Create a new resource
      httpMethod: POST
      pattern: write
    - name: describe
      description: Retrieve detailed information about a single resource
      httpMethod: GET
      pattern: read
    - name: delete
      description: Remove a resource permanently
      httpMethod: DELETE
      pattern: destructive
    - name: update
      description: Modify an existing resource
      httpMethod: POST
      pattern: write
    - name: search
      description: Query resources using filters and criteria
      httpMethod: POST
      pattern: query
    - name: start
      description: Initiate a new contact interaction
      httpMethod: POST
      pattern: write
    - name: stop
      description: End an active contact interaction
      httpMethod: POST
      pattern: write
    - name: get-current
      description: Retrieve real-time metrics
      httpMethod: POST
      pattern: query
    - name: get-historical
      description: Retrieve historical metrics for a time range
      httpMethod: POST
      pattern: query

  schemas:
    core:
      - name: Instance
        description: An Amazon Connect contact center instance
        keyProperties:
          - Id
          - Arn
          - InstanceAlias
          - InstanceStatus
          - InboundCallsEnabled
          - OutboundCallsEnabled
      - name: User
        description: An agent user account in Amazon Connect
        keyProperties:
          - Id
          - Username
          - IdentityInfo
          - PhoneConfig
          - RoutingProfileId
          - SecurityProfileIds
      - name: Queue
        description: A contact queue for routing and holding contacts
        keyProperties:
          - QueueId
          - Name
          - Status
          - HoursOfOperationId
          - MaxContacts
      - name: Contact
        description: A single contact interaction
        keyProperties:
          - Id
          - Channel
          - InitiationMethod
          - AgentInfo
          - QueueInfo
          - InitiationTimestamp
    routing:
      - name: RoutingProfile
        description: Agent routing configuration with channel concurrency settings
        keyProperties:
          - RoutingProfileId
          - Name
          - DefaultOutboundQueueId
          - MediaConcurrencies
      - name: MediaConcurrency
        description: Channel concurrency settings for a routing profile
        keyProperties:
          - Channel
          - Concurrency
    analytics:
      - name: GetMetricDataRequest
        description: Request for historical metrics
        keyProperties:
          - StartTime
          - EndTime
          - Filters
          - HistoricalMetrics
      - name: GetCurrentMetricDataRequest
        description: Request for real-time metrics
        keyProperties:
          - Filters
          - CurrentMetrics

  parameters:
    pagination:
      - name: nextToken
        description: Token for retrieving the next page of results
        type: string
      - name: maxResults
        description: Maximum number of results to return per page
        type: integer
    identifiers:
      - name: InstanceId
        description: Unique identifier of an Amazon Connect instance
        type: string
      - name: UserId
        description: Unique identifier of a user/agent
        type: string
      - name: QueueId
        description: Unique identifier of a queue
        type: string
      - name: ContactId
        description: Unique identifier of a contact interaction
        type: string
      - name: RoutingProfileId
        description: Unique identifier of a routing profile
        type: string
      - name: ContactFlowId
        description: Unique identifier of a contact flow
        type: string
    filters:
      - name: queueTypes
        description: Filter queues by type (STANDARD or AGENT)
        type: array
      - name: contactFlowTypes
        description: Filter contact flows by type
        type: array
      - name: agentStatusTypes
        description: Filter agent statuses by type
        type: array

  enums:
    channels:
      - VOICE
      - CHAT
      - TASK
      - EMAIL
    initiationMethods:
      - INBOUND
      - OUTBOUND
      - TRANSFER
      - QUEUE_TRANSFER
      - CALLBACK
      - API
    instanceStatus:
      - CREATION_IN_PROGRESS
      - ACTIVE
      - CREATION_FAILED
    identityManagementType:
      - SAML
      - CONNECT_MANAGED
      - EXISTING_DIRECTORY
    phoneType:
      - SOFT_PHONE
      - DESK_PHONE
    contactFlowType:
      - CONTACT_FLOW
      - CUSTOMER_QUEUE
      - CUSTOMER_HOLD
      - CUSTOMER_WHISPER
      - AGENT_HOLD
      - AGENT_WHISPER
      - OUTBOUND_WHISPER
      - AGENT_TRANSFER
      - QUEUE_TRANSFER
    queueType:
      - STANDARD
      - AGENT
    queueStatus:
      - ENABLED
      - DISABLED
    agentStatusType:
      - ROUTABLE
      - CUSTOM
      - OFFLINE
    contactFlowState:
      - ACTIVE
      - ARCHIVED
    metricUnit:
      - SECONDS
      - COUNT
      - PERCENT
    metricStatistic:
      - SUM
      - MAX
      - AVG
    daysOfWeek:
      - SUNDAY
      - MONDAY
      - TUESDAY
      - WEDNESDAY
      - THURSDAY
      - FRIDAY
      - SATURDAY

  authentication:
    schemes:
      - name: AWS Signature Version 4
        type: bearer
        description: >-
          All Amazon Connect API requests must be authenticated using
          AWS Signature Version 4 with IAM credentials that have the
          appropriate Amazon Connect permissions.
        requiredPermissions:
          - connect:ListInstances
          - connect:DescribeInstance
          - connect:ListUsers
          - connect:DescribeUser
          - connect:ListQueues
          - connect:ListContactFlows
          - connect:GetCurrentMetricData
          - connect:GetMetricData

capability:
  workflows:
    - name: Contact Center Operations
      file: capabilities/contact-center-operations.yaml
      description: >-
        Unified workflow for managing and monitoring the Amazon Connect contact
        center, combining instance administration, agent management, queue
        configuration, and real-time/historical metrics.
      apisCombined:
        - Amazon Connect Service API
      toolCount: 13
      personas:
        - Contact Center Administrator
        - Contact Center Supervisor
        - Operations Team

  personas:
    - id: contact-center-admin
      name: Contact Center Administrator
      description: >-
        Responsible for configuring and managing the Amazon Connect instance,
        including users, queues, routing profiles, and contact flows.
      workflows:
        - Contact Center Operations

    - id: contact-center-supervisor
      name: Contact Center Supervisor
      description: >-
        Monitors agent activity, queue health, and contact center performance
        using real-time and historical metrics dashboards.
      workflows:
        - Contact Center Operations

    - id: operations-team
      name: Operations Team
      description: >-
        Manages day-to-day contact center operations including agent status,
        contact handling, and performance reporting.
      workflows:
        - Contact Center Operations

  domains:
    - name: Instance Management
      description: Configuration and lifecycle management of Amazon Connect instances
      resources:
        - instances
    - name: Agent Management
      description: User/agent account management and workforce administration
      resources:
        - users
    - name: Routing Configuration
      description: Queue, routing profile, and contact flow configuration for intelligent routing
      resources:
        - queues
        - routing-profiles
        - contact-flows
        - hours-of-operations
    - name: Contact Handling
      description: Initiation, management, and search of contact interactions
      resources:
        - contacts
    - name: Analytics and Monitoring
      description: Real-time and historical performance metrics and reporting
      resources:
        - metrics

  namespaces:
    - name: connect
      type: consumed
      baseUri: https://connect.amazonaws.com
    - name: connect-service-api
      type: rest-exposed
      port: 8100
    - name: connect-service-mcp
      type: mcp-exposed
      port: 9100
    - name: contact-center-api
      type: rest-exposed
      port: 8080
    - name: contact-center-mcp
      type: mcp-exposed
      port: 9090

  binds:
    - name: AWS_ACCESS_KEY_ID
      description: AWS IAM access key ID for authentication
      workflows:
        - Contact Center Operations
    - name: AWS_SECRET_ACCESS_KEY
      description: AWS IAM secret access key for authentication
      workflows:
        - Contact Center Operations
    - name: AWS_SESSION_TOKEN
      description: AWS STS session token for temporary credentials
      workflows:
        - Contact Center Operations

crossReference:
  - resource: instances
    operations:
      - list-instances
      - create-instance
      - describe-instance
      - delete-instance
    workflows:
      - Contact Center Operations
    personas:
      - Contact Center Administrator
  - resource: users
    operations:
      - list-users
      - create-user
      - describe-user
      - delete-user
      - update-user
    workflows:
      - Contact Center Operations
    personas:
      - Contact Center Administrator
      - Contact Center Supervisor
  - resource: queues
    operations:
      - list-queues
      - create-queue
      - describe-queue
      - delete-queue
    workflows:
      - Contact Center Operations
    personas:
      - Contact Center Administrator
      - Contact Center Supervisor
  - resource: contacts
    operations:
      - describe-contact
      - search-contacts
      - start-chat-contact
      - start-outbound-voice-contact
      - stop-contact
    workflows:
      - Contact Center Operations
    personas:
      - Contact Center Supervisor
      - Operations Team
  - resource: metrics
    operations:
      - get-current-metric-data
      - get-metric-data
    workflows:
      - Contact Center Operations
    personas:
      - Contact Center Supervisor
      - Operations Team