amazon connect integration

Cisco ThousandEyes Last-Mile Connectivity on AWS

Identifies contact-center connectivity issues in real time for faster remediation

This Quick Start integrates Cisco ThousandEyes with Amazon Connect on the Amazon Web Services (AWS) Cloud. It gives contact-center employees real-time information on connectivity issues that arise in the last mile, that is, close to the customer. When employees learn about audio delays, channel noise, or signal latency right away, they can take action to maintain call quality and avoid degraded or dropped calls.

This serverless architecture comprises various components that benefit particular roles:

  • For remote agents who talk directly with customers, a ThousandEyes dashboard is embedded as an iFrame widget in the softphone client app for real-time understanding of call quality and local network issues.
  • For supervisors, an agent-connectivity dashboard calls attention to remote agents who need to move to a better connection or method of communication.
  • For IT teams, the ThousandEyes Endpoint Agent software diagnoses the health of remote agents’ devices, networks, and app performance, accelerating remediation by alerting IT as soon as issues arise.

For more information, refer to Monitoring End Users’ Application Experience on AWS with Cisco ThousandEyes.

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This Quick Start was developed by ThousandEyes (a part of Cisco) in collaboration with AWS. Cisco is an AWS Partner.

  •  What you'll build
  • This Quick Start sets up the following:

    • Amazon Connect, which communicates with the Amazon Connect Contact Control Panel (CCP) softphone client app using the Amazon Connect Streams API.
      • The Amazon Connect Health widget is integrated into the CCP. This widget displays end-user metrics from the ThousandEyes Endpoint Agent software. You can edit the client-side code to show additional metrics in the widget.
      • The Endpoint Agent software comprises a browser plugin and a lightweight system service installed on end-user Windows or macOS laptops or desktops.
    • Amazon API Gateway, which sets up the ThousandEyes metrics service.
    • AWS Lambda functions, which query the customer’s deployed Endpoint Agent software. Among other things, these functions display the response time of the server (Amazon Connect instance), the strength of the Wi-Fi signal, and the network latency.
    • An AWS Identity and Access Management (IAM) role for the Lambda functions.
    • Amazon Simple Storage Service (S3) to store the metrics.
  •  How to deploy
  • To deploy this Quick Start, follow the steps in the deployment guide, which includes these steps. The stack takes about 10 minutes to launch.

    1. Deploy and configure the ThousandEyes Endpoint Agent software.
    2. Configure ThousandEyes to monitor Amazon Connect.
    3. Sign in to your AWS account. If you don't have an account, sign up at
    4. Deploy the Quick Start into your AWS account. Before you create the stack, choose the AWS Region from the top toolbar. 
    5. Embed the ThousandEyes client widget.

    Amazon may share user-deployment information with the AWS Partner that collaborated with AWS on this solution.  

  •  Cost and licenses
  • To deploy this Quick Start, you need a ThousandEyes account. If you don't have an account, you can sign up for a 15-day free trial. No licenses are required.

    You are responsible for the cost of the AWS services and any third-party licenses used while running this Quick Start reference deployment. There is no additional cost for using the Quick Start.

    The AWS CloudFormation templates for Quick Starts include configuration parameters that you can customize. Some of the settings, such as the instance type, affect the cost of deployment. For cost estimates, see the pricing pages for each AWS service you use. Prices are subject to change.

    Tip: After you deploy the Quick Start, create AWS Cost and Usage Reports to track costs associated with the Quick Start. These reports deliver billing metrics to an Amazon Simple Storage Service (Amazon S3) bucket in your account. They provide cost estimates based on usage throughout each month and aggregate the data at the end of the month. For more information about the report, see What are AWS Cost and Usage Reports?