Amazon Connect is an easy to use omnichannel cloud contact center that helps you provide superior customer service at a lower cost. Over 10 years ago, Amazon’s retail business needed a contact center that would give our customers personal, dynamic, and natural experiences. We couldn’t find one that met our needs, so we built it. We’ve now made this available for all businesses, and today thousands of companies ranging from 10 to tens of thousands of agents use Amazon Connect to serve millions of customers daily.

Setup

To set up the OpsRamp AWS integration and discover the AWS service, go to AWS Integration Discovery Profile and select Amazon Connnect.

Metrics

Domain metrics

OpsRamp MetricMetric Display NameUnitAggregation TypeDescription
aws_connect_CallsBreachingConcurrencyQuotaCalls Breaching Concurrency QuotaCountAVERAGETotal number of voice calls that exceeded the concurrent calls quota for the instance.
aws_connect_CallRecordingUploadErrorCall Recording Upload ErrorCountAVERAGENumber of call recordings that failed to upload to the Amazon S3 bucket configured for your instance. This is the bucket specified in Data Storage > Call Recordings settings for the instance.
aws_connect_CallsPerIntervalCalls Per IntervalCountAVERAGENumber of voice calls, both inbound and outbound, received or placed per second in the instance.
aws_connect_ConcurrentCallsConcurrent CallsCountAVERAGENumber of concurrent active voice calls in the instance at the time the data is displayed in the dashboard.
aws_connect_ConcurrentCallsPercentageConcurrentCallsPercentagePercentAVERAGEPercentage of the concurrent active voice calls service quota used in the instance. This is calculated by ConcurrentCalls/ConfiguredConcurrentCallsLimit.
aws_connect_MissedCallsMissed CallsSecondsAVERAGENumber of voice calls that were missed by agents during the refresh interval selected, such as 1 minute or 5 minutes. A missed call is one that is not answered by an agent within 20 seconds.
aws_connect_MisconfiguredPhoneNumbersMisconfigured Phone NumbersCountAVERAGENumber of calls that failed because the phone number is not associated with a contact flow.
aws_connect_ThrottledCallsThrottled CallsCountAVERAGENumber of voice calls that were rejected because the rate of calls per second exceeded the maximum supported quota. To increase the supported rate of calls, request an increase in the service quota for concurrent active calls per instance.
aws_connect_ToInstancePacketLossRateTo Instance Packet Loss RatePercentAVERAGERatio of packet loss for calls in the instance, reported every 10 seconds. Each data point is between 0 and 1, which represents the ratio of packets lost for the instance.

Contact flow metrics

OpsRamp MetricMetric Display NameUnitAggregation TypeDescription
aws_connect_CallBackNotDialableNumberCall Back Not Dialable NumberCountAVERAGENumber of times a queued callback to a customer could not be dialed because the customers number is in a country for which outbound calls are not allowed for the instance. The countries allowed for an instance are defined by the service quotas.
aws_connect_ContactFlowErrorsContact Flow ErrorsCountAVERAGENumber of times the error branch for a contact flow was executed.
aws_connect_ContactFlowFatalErrorsContact Flow Fatal ErrorsCountAVERAGENumber of times a contact flow failed to execute due to a system error.

Event support

CloudTrail event support

  • Supported: AWS Cloud trail event for Connect[CreateInstance,DeleteInstance].
  • Configure Stream CloudTrail messages in the OpsRamp AWS integration discovery profile.

CloudWatch alarm support

  • Not Supported

External reference