Amazon Connect is an easy to use omnichannel cloud contact center that helps provide superior customer service at a lower cost.
External reference
Setup
To set up the AWS integration and discover the AWS service, go to AWS Integration Discovery Profile and select Amazon Connnect.
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 | Metric Display Name | Unit | Aggregation Type |
|---|---|---|---|
| aws_connect_CallsBreachingConcurrencyQuota Total number of voice calls that exceeded the concurrent calls quota for the instance. | Calls Breaching Concurrency Quota | Count | Sum |
| aws_connect_CallRecordingUploadError 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. | Call Recording Upload Error | Count | Sum |
| aws_connect_CallsPerInterval Number of voice calls, both inbound and outbound, received or placed per second in the instance. | Calls Per Interval | Count | Sum |
| aws_connect_ConcurrentCalls Number of concurrent active voice calls in the instance at the time the data is displayed in the dashboard. | Concurrent Calls | Count | Sum |
| aws_connect_ConcurrentCallsPercentage Percentage of the concurrent active voice calls service quota used in the instance. This is calculated by ConcurrentCalls/ConfiguredConcurrentCallsLimit. | ConcurrentCallsPercentage | Percent | Average |
| aws_connect_MissedCalls 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. | Missed Calls | Seconds | Sum |
| aws_connect_MisconfiguredPhoneNumbers Number of calls that failed because the phone number is not associated with a contact flow. | Misconfigured Phone Numbers | Count | Sum |
| aws_connect_ThrottledCalls 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. | Throttled Calls | Count | Sum |
| aws_connect_ToInstancePacketLossRate Ratio 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. | To Instance Packet Loss Rate | Percent | Average |
Contact flow metrics
| OpsRamp Metric | Metric Display Name | Unit | Aggregation Type |
|---|---|---|---|
| aws_connect_CallBackNotDialableNumber Number 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. | Call Back Not Dialable Number | Count | Sum |
| aws_connect_ContactFlowErrors Number of times the error branch for a contact flow was executed. | Contact Flow Errors | Count | Sum |
| aws_connect_ContactFlowFatalErrors Number of times a contact flow failed to execute due to a system error. | Contact Flow Fatal Errors | Count | Sum |