Posted On: Nov 16, 2017

You can now monitor and report on agent activity in your Amazon Connect contact center in real-time, with the data provided by Amazon Connect agent event streams. The data can be used to create dashboards in Amazon Connect that display agent information and activities, integrate the event streams into workforce management (WFM) solutions, and configure alerting tools to notify you about specific agent activity. 

Agent event streams allow you to subscribe to a stream of activity that is generated each time an agent logs in, logs out, answers a call, or changes their status, via Amazon Kinesis. You can enable agent event streams in the data streaming settings on Amazon Connect. The data collected in Amazon Kinesis can then be used to populate your dashboards, integrate into WFM solutions, and generate custom alerts.

Amazon Connect agent event streams are available today in all AWS regions where Amazon Connect is offered. Agent event streams do not incur additional Amazon Connect charges. You may incur charges for Amazon Kinesis usage. Please see Amazon Kinesis Pricing for more information. To learn more about Amazon Connect, a self-service, cloud-based contact center, please visit the Amazon Connect website.