CloudWatch collects metrics about Amazon Connect instances to facilitate monitoring, troubleshooting, and alerts. Amazon Connect agent event streams provide near real-time reporting of agent activity and feed that information into analytics dashboards, helping you manage agent staffing and efficiency. Amazon Connect contact event streams facilitate monitoring. Amazon Connect case event streams can integrate into data lake solutions and dashboards to display case performance metrics, letting you implement business rules or automated actions based on case events.

OpenSearch Service also provides built-in event monitoring and can automatically send alerts through CloudWatch based on preconfigured thresholds. Additionally, Lambda runs code and extends with other AWS services in response to multiple types of events in addition to automatically managing underlying compute resources.

This Guidance uses OpenSearch Service to securely connect applications to the OpenSearch environment, with configured network access using virtual private cloud (VPC) security groups or IP-based access policies. It provides granular permissions for indices, documents, and fields, and it supports built-in encryption for data at rest and in transit. OpenSearch Service systematically detects potential threats (such as cyberattacks or the exposure of confidential data) and reacts to a system’s state using machine learning, alerting, and visualization.

This Guidance uses OpenSearch Service, a fully managed service designed to provide at least 99.9 percent monthly uptime. With the Multi-AZ with Standby deployment option, OpenSearch Service managed clusters are resilient to infrastructure failures like node drops or single Availability Zone (AZ) failures, helping prevent any impact to performance or availability. Additionally, OpenSearch Service provisions all the resources for OpenSearch clusters and launches them in any AWS Region within minutes. It automatically detects and replaces failed OpenSearch nodes, and you can scale your cluster horizontally or vertically—up to 3 PB of data—with virtually zero downtime. With this flexibility, OpenSearch Service can support any workload from single-node development clusters to production-scale multi-node clusters.

Amazon Connect Contact Lens uses real-time segment streams that meet ultra-low latency requirements to assist agents on live calls; Amazon Connect voice ID generates events for every transaction and sends them to EventBridge; and Amazon Connect API facilitates reporting at scale. Additionally, Lambda automatically responds to code implementation requests at scale, optimizing implementation time and performance. Kinesis Data Streams and Kinesis Data Firehose capture, transform, and deliver streaming data to storage and analytics services at scale and with low latency.

This Guidance uses UltraWarm storage for OpenSearch Service. This storage tier provides less expensive storage for older and less frequently accessed data while still providing an interactive querying experience. You can retain up to 3 PB of data in a single OpenSearch Service cluster while reducing cost per gigabyte by nearly 90 percent compared to the hot storage tier. Additionally, the cold storage tier lets you securely store and analyze historical logs on demand. It does not use compute when you are not actively performing data analysis, so you can keep your data readily available at low cost.

This Guidance uses OpenSearch Service, which offers hot, warm, and cold storage tiers for different access patterns and storage needs. These tiers help you optimize storage space use and reduce ongoing cloud storage resources. Additionally, Lambda supports sustainability by allocating CPU power, network bandwidth, and disk input or output that are proportional to the amount of memory allocated to functions. It invokes code only when needed and automatically scales to support the rate of incoming requests. This helps you effectively optimize and minimize your workload’s environmental impact.