Business Productivity

Monitoring Voice Communications: Building a Dashboard for Amazon Chime SDK Voice Connectors using CloudWatch


When creating an Amazon Chime SDK Voice Connector dashboard with the help of Amazon CloudWatch’s robust monitoring capabilities, you can proactively identify and address issues that may arise, ensuring uninterrupted and high-quality voice communication. Amazon Chime SDK Voice Connector is a cloud-based service that provides Session Initiation Protocol (SIP) trunking for voice calling. It is widely used by businesses and organizations to facilitate communication with customers and partners. However, monitoring and analyzing the call detail records (CDRs) generated by applications can be a daunting task. That’s where CloudWatch comes in; it provides a centralized platform for monitoring and analyzing logs and metrics from various AWS services, including Amazon Chime SDK Voice Connector.

In this blog, we will guide you through the process of creating a dashboard using CloudWatch, so you can gain valuable insights into your Amazon Chime SDK Voice Connector usage.

Use Cases

There are several use cases for using a CloudWatch dashboard with your Amazon Chime SDK Voice Connector:

1. Voice Connector Call Quality Monitoring: With a CloudWatch dashboard, you can monitor call quality metrics such as jitter, latency, and packet loss. This allows you to identify and troubleshoot issues that may be impacting call quality and ensure that your customers are having a high-quality voice calling experience.

2. Resource and Capacity Planning: By monitoring call volume metrics such as the number of calls per minute or hour, you can plan and optimize your infrastructure to handle peak call volumes. This helps you to ensure that your service is always available and can handle the demands of your customers.

3. Voice Connector Cost Optimization: With CloudWatch, you can monitor and analyze your Amazon Chime SDK voice connector usage and identify opportunities to optimize costs. For example, you can identify unused resources or inefficient configurations and make adjustments to reduce costs.

4. Compliance Monitoring for Voice Communications: CloudWatch can be used to monitor and track compliance-related metrics such as call duration, call recording, and call routing. This helps you to ensure that your service is compliant with regulatory requirements and industry standards.

These features empower you to effectively manage your voice connector, detect and resolve issues promptly, and ensure the smooth operation of your applications and services.


The CloudWatch Dashboard plays a crucial role in providing a comprehensive visual allowing you to monitor and analyze your voice connector performance in real-time. With the ability to create customized dashboards, you can easily track key metrics, set up alarms, and receive alerts when certain thresholds are breached. Additionally, we will explore the power of log insights and filtering, enabling you to gain valuable insights from your logs and efficiently troubleshoot any issues that may arise. Join us as we uncover the importance of these features and how they contribute to optimizing your Amazon Chime SDK Voice Connector.

CloudWatch Dashboard and Metrics

When setting up your CloudWatch Dashboard, you have two options for logging: SIP message logs and media metric logs.

  • SIP message logs provide detailed information about the signaling messages exchanged during SIP sessions. These logs capture the communication between different endpoints, including details such as call setup, termination, and any errors or warnings encountered. By analyzing SIP message logs, you can gain insights into the overall health and performance of your voice connector.
  • Media metric logs focus on capturing metrics related to the media streams in your voice calls. These logs provide valuable data on metrics such as audio quality, network latency, and jitter. By monitoring these metrics, you can identify any issues affecting the media streams and take appropriate actions to optimize the user experience.

Both SIP message logs and media metric logs are essential for troubleshooting and optimizing your voice connector. They provide valuable insights into the underlying protocols and performance metrics, enabling you to diagnose and resolve any issues that may arise. By leveraging these logging options, you can ensure the smooth and efficient operation of your Amazon Chime SDK Voice Connector.

The CloudWatch Dashboard offers a range of customizable widgets that provide valuable insights into the performance of your voice connector. These widgets can display metrics such as, Mean Opinion Score (MOS), which measures the quality of audio calls. Round Trip Time (RTT), which calculates the time taken for a packet to travel from the source to the destination and back. Additionally, you can monitor metrics such as Jitter, which measures the variation in packet delay, and Packet Loss, which tracks the percentage of lost packets during transmission. By analyzing these metrics, you can identify potential issues and take proactive measures to optimize your voice connectors performance.

  • Factors that can cause an increase in RTT, including network congestion, long distances between the source and destination, and routing issues. These factors can lead to delays in packet delivery and impact the overall responsiveness of your voice connector.
  • Jitter can be caused by network congestion or inconsistent network performance. Jitter can result in uneven delivery of packets, leading to disruptions in audio streams and affecting the overall quality of communication.
  • Packet loss can be caused by network congestion, hardware or software issues, or errors in transmission. Packet loss can result in missing or distorted audio, leading to a degraded user experience and potential communication disruptions.

Alarms and Alerts

Alarms and alerts in a CloudWatch Dashboard offer several benefits for monitoring and managing Amazon Chime SDK Voice Connector.

Firstly, alarms allow you to set thresholds for specific metrics. When a metric breaches the defined threshold, an alarm is triggered. This helps you proactively identify and address any issues or anomalies in your system.

Secondly, alerts provide real-time notifications when an alarm is triggered. These alerts can be sent via various channels such as email, Amazon Simple Notification Service (SNS), or even integrated with other notification systems. By receiving immediate alerts, you can quickly respond to critical situations and take necessary actions to mitigate any potential problems.

Additionally, alarms and alerts enable you to automate your monitoring processes. Instead of manually checking metrics and logs, you can rely on the automated system to notify you when specific conditions are met. This saves time and effort, allowing you to focus on other important tasks.

Log Insights and Filtering

Amazon CloudWatch Log Insights and filtering are essential tools for gaining valuable insights from your logs and efficiently troubleshooting any issues that may arise.

Log Insights allows you to analyze and query your logs in a user-friendly and intuitive manner. Instead of manually scanning through numerous log entries, Log Insights enables you to search for specific patterns, keywords, or values within your logs. This helps you quickly identify relevant information and extract meaningful insights from your log data.

Filtering, on the other hand, allows you to narrow down your log data based on specific criteria. You can filter logs based on time ranges, log sources, error codes, or any other relevant attributes. By applying filters, you can focus on the specific log entries that are most relevant to your investigation or analysis, saving time and effort.


Please be aware that costs can be incurred using this starting point. Pricing details can be found here:


Often, to get a full view of your application, multiple AWS services can be used for data monitoring and analysis, both CloudWatch and Amazon Kinesis Data Firehose serve different purposes and have different use cases.

CloudWatch is primarily used as centralized platform for collecting and analyzing metrics, logs, and events. CloudWatch is ideal for monitoring the performance and health of Amazon Chime SDK Voice Connector, and for troubleshooting issues.

On the other hand, Kinesis Data Firehose is a data streaming service that is used for ingesting, transforming, and delivering real-time data streams into a CDR processor, which helps in recording and processing call data. To learn more about using Kinesis Data Firehose as a CDR take a look at the Optimizing Communication Infrastructure by Analyzing CDRs (Call Detail Records) blog.

In conclusion, creating a CloudWatch dashboard for Amazon Chime SDK Voice Connector is a powerful way to monitor and analyze the CDRs generated by the service. By following the steps outlined in this blog, you can create a CloudWatch dashboard that will allow you to gain valuable insights into your Amazon Chime SDK Voice Connector usage, optimize your infrastructure, ensure that your applications are always running smoothly, and provide your customers with a high-quality voice calling experience.

Learn More

Amazon Chime SDK the AWS Console
Github: Amazon Chime SDK Voice Connector Cloudwatch Dashboard and Alarms
Amazon CloudWatch Pricing
Blog: Optimizing Communication Infrastructure by Analyzing CDRs (Call Detail Records)
Amazon Chime SDK
Managing Amazon Chime SDK Voice Connectors

Jillian Munro

Jillian Munro

Jillian Munro is a Program Manager for the Amazon Chime SDK. Jillian is focused on Amazon Chime SDK education and awareness.

Court Schuett

Court Schuett

Court Schuett is the Lead Evangelist for the Amazon Chime SDK with a background in telephony and now loves to build things that build things. Court is focused on teaching developers and non-developers alike how to build with AWS.