AWS Connect Instance Summary Test

Amazon Connect is an easy-to-use omnichannel cloud contact center that helps you provide superior customer service at a lower cost.

This test monitors and reports the current status of the target Amazon Connect Instance. In addition, this test reveals whether/not inbound and outbound calls are enabled on the target instance. This test also reveals the total number of queues in the instance. Using this test, administrators can figure out if the target instance is offline.

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.

Detailed Diagnosis

To make diagnosis more efficient and accurate, the eG Enterprise embeds an optional detailed diagnostic capability. With this capability, the eG agents can be configured to run detailed, more elaborate tests as and when specific problems are detected. To enable the detailed diagnosis capability of this test for a particular server, choose the On option. To disable the capability, click on the Off option.

The option to selectively enable/disable the detailed diagnosis capability will be available only if the following conditions are fulfilled:

  • The eG manager license should allow the detailed diagnosis capability
  • Both the normal and abnormal frequencies configured for the detailed diagnosis measures should not be 0.
Measurements made by the test
Measurement Description Measurement Unit Interpretation

Instance status

Indicates the current state of the Amazon Connect instance.

 

The values reported by this measure and its numeric equivalents are mentioned in the table below:

Measure Value Numeric Value
Active 100
Offline 0

Note:

This test typically reports the Measure Values listed in the table aboveto indicate the current status of the instance.However, the graph of this measure is represented using the numeric equivalents only i.e., 0 or 100.

Inbound calls enabled

Indicates whether inbound calls are enabled or not.

 

The values reported by this measure and its numeric equivalents are mentioned in the table below:

Measure Value Numeric Value
Yes 1
No 0

Note:

This test typically reports the Measure Values listed in the table aboveto indicate its current status. However, the graph of this measure is represented using the numeric equivalents only i.e., 0 or 1.

Outbound calls enabled

Indicates whether outbound calls are enabled or not.

 

The values reported by this measure and its numeric equivalents are mentioned in the table below:

Measure Value Numeric Value
Yes 1
No 0

Note:

This test typically reports the Measure Values listed in the table aboveto indicate its current status. However, the graph of this measure is represented using the numeric equivalents only i.e., 0 or 1.

Number of queues

Indicates the total number of queues.

Number