Posted On: Sep 30, 2022

Amazon Connect now publishes metrics for third-party integrations for Wisdom, Tasks, and Customer profiles to Amazon CloudWatch, making it easier to help monitor operational metrics. These integrations enable Amazon Connect customers to ingest data (e.g., purchase history, knowledge content) and/or automate task creation from third-party SaaS applications such as Zendesk, Salesforce, or ServiceNow. You can now collect, view, and analyze operational and utilization metrics, such as number and size of documents ingested by Wisdom from a third-party application like Zendesk. This feature is available out-of-the box and no coding is required to access data through CloudWatch. 

These Amazon Connect CloudWatch metrics are available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London). To learn more and get started, see the help documentation. To learn more about Amazon Connect, the easy-to-use cloud contact center solution, visit the Amazon Connect website.