Amazon Connect is an easy to use omnichannel cloud contact center that helps provide superior customer service at a lower cost.
Resource Information:
- Type of Resource: Generic monitorable resource
- Discovery type: AWS SDK discovery type
- Discovery profile selection: Resource can be discovered by “Amazon Connect” in the profiler
- ResourceTag: AWS_AMAZON_CONNECT
- Resource Unique Identification: InstanceId (connectInstance.id())
- Dependencies: Amazon Connect instances may depend on other AWS services for telephony and integration capabilities
Contact Flow Information:
- Type of Resource: Generic monitorable resource
- Discovery profile selection: Resource can be discovered by “Contact Flow” in the profiler
- ResourceTag: AWS_CONTACT_FLOW
- Resource Unique Identification: FlowId (contactFlow.id())
- Dependencies: Contact Flow runs on Amazon Connect instances and may integrate with Lambda functions, DynamoDB, and other AWS services
External reference
Setup
To set up the AWS integration and discover the AWS service, go to AWS Integration Discovery Profile and select Amazon Connect or Contact Flow.
Event support
CloudTrail event support
- Supported: AWS Cloud trail event for Connect[CreateInstance,DeleteInstance].
- Configure Stream CloudTrail messages in your AWS integration discovery profile.
CloudWatch alarm support
- Not Supported
Supported metrics
| OpsRamp Metric | AWS Metric | Metric Display Name | Unit | Aggregation Type | Description |
|---|---|---|---|---|---|
| aws_connect_CallsBreachingConcurrencyQuota | CallsBreachingConcurrencyQuota | Calls Breaching Concurrency Quota | Count | Sum | The total number of voice calls that exceeded the concurrent calls quota for the instance. |
| aws_connect_CallRecordingUploadError | CallRecordingUploadError | Call Recording Upload Error | Count | Average | The number 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_CallsPerInterval | CallsPerInterval | Calls Per Interval | Count | Average | The number of voice calls, both inbound and outbound, received or placed per second in the instance. |
| aws_connect_ChatsBreachingActiveChatQuota | ChatsBreachingActiveChatQuota | Chats Breaching Active Chat Quota | Count | Sum | The total number of valid requests made to start a chat that exceeded the concurrent active chats quota for the instance. |
| aws_connect_ConcurrentActiveChats | ConcurrentActiveChats | Concurrent Active Chats | Count | Average | The number of concurrent active chats in the instance at the time the data is displayed in the dashboard. |
| aws_connect_ConcurrentActiveChatsPercentage | ConcurrentActiveChatsPercentage | Concurrent Active Chats Percentage | Percent | Average | The percentage of the concurrent active chats service quota used in the instance. |
| aws_connect_ConcurrentCalls | ConcurrentCalls | Concurrent Calls | Count | Average | The number of concurrent active voice calls in the instance at the time the data is displayed in the dashboard. |
| aws_connect_ConcurrentCallsPercentage | ConcurrentCallsPercentage | Concurrent Calls Percentage | Percent | Average | The percentage of the concurrent active voice calls service quota used in the instance. |
| aws_connect_ConcurrentEmails | ConcurrentEmails | Concurrent Emails | Count | Average | This is the total of all email contacts in an Amazon Connect instance in an active state. |
| aws_connect_ConcurrentEmailsPercentage | ConcurrentEmailsPercentage | Concurrent Emails Percentage | Percent | Average | The percentage of concurrent active emails service quota used in the instance. |
| aws_connect_ConcurrentTasks | ConcurrentTasks | Concurrent Tasks | Count | Average | The number of concurrent active tasks in the instance at the time the data is displayed in the dashboard. |
| aws_connect_ConcurrentTasksPercentage | ConcurrentTasksPercentage | Concurrent Tasks Percentage | Percent | Average | The percentage of the concurrent active tasks service quota used in the instance. |
| aws_connect_MissedCalls | MissedCalls | Missed Calls | Count | Sum | The number 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_MisconfiguredPhoneNumbers | MisconfiguredPhoneNumbers | Misconfigured Phone Numbers | Count | Average | The number of calls that failed because the phone number is not associated with a flow. |
| aws_connect_SuccessfulChatsPerInterval | SuccessfulChatsPerInterval | Successful Chats Per Interval | Count | Average | The number of chats successfully started in the instance for the defined interval. |
| aws_connect_TasksBreachingConcurrencyQuota | TasksBreachingConcurrencyQuota | Tasks Breaching Concurrency Quota | Count | Sum | The total number of tasks that exceeded the concurrent tasks quota for the instance. |
| aws_connect_TasksExpired | TasksExpired | Tasks Expired | Count | Sum | Tasks which have expired after being active for 7 days. |
| aws_connect_TasksExpiryWarningReached | TasksExpiryWarningReached | Tasks Expiry Warning Reached | Count | Sum | Tasks that have been active for 6 days 22 hours and reached expiry warning limit. |
| aws_connect_ThrottledCalls | ThrottledCalls | Throttled Calls | Count | Sum | The number 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_ToInstancePacketLossRate | ToInstancePacketLossRate | To Instance Packet Loss Rate | Percent | Average | The ratio of packet loss for calls in the instance, reported every 10 seconds. Each data point is between 0 and 100. The ratio of packet loss for calls in the instance appears as a percent between 0 and 1. |
Contact flow metrics
| OpsRamp Metric | AWS Metric | Metric Display Name | Unit | Aggregation Type | Description |
|---|---|---|---|---|---|
| aws_connect_CallBackNotDialableNumber | CallBackNotDialableNumber | Call Back Not Dialable Number | Count | Average | The number of times a queued callback to a customer could not be dialed because the customer''s 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_ContactFlowErrors | ContactFlowErrors | Contact Flow Errors | Count | Average | The number of times the error branch for a flow was run. |
| aws_connect_ContactFlowFatalErrors | ContactFlowFatalErrors | Contact Flow Fatal Errors | Count | Average | The number of times a flow failed to execute due to a system error. |