AWS Connect Call Service Test

Amazon CloudWatch is a monitoring and observability service which provides you with data and actionable insights to monitor your applications, respond to system-wide performance changes, and optimize resource utilization. CloudWatch collects monitoring and operational data in the form of logs, metrics, and events. You get a unified view of operational health and gain complete visibility of your AWS resources, applications, and services running on AWS and on-premises. Amazon CloudWatch dashboards are customizable home pages in the CloudWatch console that you can use to monitor your resources in a single view, even those resources that are spread across different Regions. You can use CloudWatch dashboards to create customized views of the metrics and alarms for your AWS resources.

Amazon Connect sends data about your instance to CloudWatch metrics so that you can collect, view, and analyze CloudWatch metrics for your Amazon Connect virtual contact center. You can use this data to monitor key operational metrics and set up alarms. Data about your contact center is sent to CloudWatch every 1 minute. An Amazon CloudWatch metrics dashboard is created with the data sent from Amazon Connect. If the data sent from the Amazon Connect mismatches with the data used to create the Amazon CloudWatch metrics dashboard, administrators may not be able to detect anomalous behavior in the target environment at a faster pace. To aid administrators analyze the flow of metrics from Amazon Connect to CloudWatch metrics, eG Enterprise offers the AWS Connect Call Service Test.

This test monitors the Amazon CloudWatch metrics dashboard and reports the number of concurrent active voice calls, calls missed by agents, throttled calls, concurrent call quota breach etc. Using this test, administrators can figure out the count of call recordings that failed to be uploaded to the configured Amazon S3 bucket as well as the packet loss experienced during calls. By analyzing these metrics, administrators can detect anomalous behavior in the target Amazon Connect instance, set alarms, visualize logs and metrics side by side, take automated actions, troubleshoot issues, and discover insights to keep the Amazon Connect contact center instance running smoothly.

Target of the test : An Amazon Connect Contact center

Agent deploying the test : A remote agent

Outputs of the test : One set of results for the target AWS Connect that is to be monitored.

Configurable parameters for the test

Parameter	Description
Test Period	How often should the test be executed.
Host	The IP address of the Amazon Connect that is being monitored.
Port	Specify the port number at which the specified HOST listens. By default, this is NULL.
AWS Access Key, AWS Secret Key, Confirm AWS Access Key, Confirm AWS Secret Key	To monitor an Amazon Connect instance, the eG agent has to be configured with the access key and secret key of a user with a valid AWS account. For this purpose, we recommend that you create a special user on the AWS cloud, obtain the access and secret keys of this user, and configure this test with these keys. The procedure for this has been detailed in the Obtaining an Access key and Secret key topic. Make sure you reconfirm the access and secret keys you provide here by retyping it in the corresponding Confirm text boxes.
AWS Default Region	This test uses Amazon Connect CLI to interact with AWS and pull relevant metrics. To enable the test to connect to AWS, you need to configure the test with the name of the region to which all requests for metrics should be routed, by default. Specify the name of this AWS Default Region, here.
AWS Instance ID	Specify a unique identifier for each instance created by Amazon Connect Note: To monitor multiple instances of Amazon Connect, each instance should be added as a separate Amazon Connect component in eG and assigned a unique nick name. When configuring tests for the component, you need to make sure that the specific Amazon Connect instance to be monitored is indicated using the Instance ID parameter.
Timeout	Specify the maximum duration (in seconds) for which the test will wait for a response from the server. The default is 10 seconds.

Measurements made by the test

Measurement	Description	Measurement Unit	Interpretation
Call breach concurrency quota	Indicates the total number of voice calls that exceeded the concurrent calls quota for the instance.	Number	This value indicates the number of calls that had exceeded the concurrent calls quota in a contact center. For example, if the service quota for a contact center is 100 concurrent calls and if the center receives 110 calls, a call breach is recorded.
Calls per interval	Indicates the number of voice calls, both inbound and outbound, received or placed per second in the instance.	Number
Call recording upload error	Indicates the number of call recordings that failed to upload to the Amazon S3 bucket configured for your instance.	Number	Ideally, the value of this measure should be zero. A sudden/gradual increase in the value of this measure may be due to lack of space to upload the recording, misconfiguration of Amazon S3 etc.
Concurrent calls	Indicates the number of concurrent active voice calls in the instance.	Number	The value displayed for this measure is the number of concurrent active calls at the time the dashboard is displayed (i.e., the time at which the eG agent collects the metrics), and not a sum for the entire interval of the refresh interval set in the Cloudwatch dashboard. All active voice calls are included, not only active calls that are connected to agents.
Misconfigured phone number	Indicates the number of calls that failed because the phone number is not associated with a contact flow.	Number	A contact flow defines how a customer experiences your contact center from start to finish. At the most basic level, contact flows enable you to customize your IVR (interactive voice response) system. A high value for this measure will result in a backlog of pending issues as the agents may not be able to calls the customers and resolve their queries.
Missed calls	Indicates the number of voice calls that were missed by agents.	Number	A missed call is one that is not answered by an agent within 20 seconds.
Throttled calls	Indicates the number of voice calls that were rejected because the rate of calls per second exceeded the maximum supported quota.	Number	To increase the supported rate of calls, request an increase in the service quota for concurrent active calls per instance. Throttling is usually done to prevent an overload of the system that is doing the call processing.
Instance packet loss rate	Indicates the ratio of packet loss for calls in the instance, reported every 10 seconds.	Percentage	Each data point is between 0 and 1, which represents the ratio of packets lost for the instance. .