Posted On: Nov 16, 2017

Amazon Connect now provides contact flow logs for real-time details about events in your contact flows. Contact flows are used to define the path a customer takes to resolve their issue. You can view the contact flow logs to understand what is happening during the interaction, and quickly identify areas for improvement in your contact center. 

The Amazon Connect contact flow logs will generate a log in Amazon CloudWatch Logs, a cloud monitoring service. A new log entry is added as each process in your contact flow is executed. You can configure Amazon CloudWatch to send alerts in real-time based on the criteria you set. Contact center managers can aggregate data from the contact flow logs to analyze the performance of contact flows to optimize the support experience for customers.

Amazon Connect contact flow logs are available today in all AWS regions where Amazon Connect is offered. The contact flow logs do not incur additional Amazon Connect charges, and standard rates for Amazon CloudWatch service usage apply for ingestion and storage of the logs. Please see the Amazon CloudWatch Pricing for more information. To learn more about Amazon Connect, a self-service, cloud-based contact center, please visit the Amazon Connect website.