Splunk news amazon8/2/2023 ![]() These metrics help to determine the overall health of the application. Metrics such as Average After Contact Work Time or Average Hold Time for a specific agent in the last one week, or Average Incoming Chat Requests for a specific queue for the last month, can help a supervisor or an analyst to better understand the bottlenecks and improve performance of the contact center.Ĭonnect also generates instance level metrics. Splunk uses these reports to display historical agent and queue metrics. Splunk can retrieve these CSV reports from S3 using the Simple Queue Service (SQS)-based S3 input provided in the Splunk Add-on for AWS. The app can also interpret the admin-generated, scheduled historic metrics like Queue contact metrics and Agent performance metrics scheduled reports that are in S3. Splunk uses these events to determine queue status in real-time. The data is then streamed into Kinesis Data Firehose (KDF) for Splunk to extract using HTTP Event Collector (HEC). In the above architecture diagram, Splunk uses a lambda function that is triggered every 60 seconds to retrieve real-time queue metrics from the application's API endpoints and the records are then coalesced with queue information and then sent to a Kinesis stream. The Splunk App for Amazon Connect can also make use of the real time queue metrics generated by your connect instance. A Splunk user can create alerts based on any of these variables. This data can help the operations team monitor and adjust agent schedules, number of contacts and length of sessions. CTRs are generated immediately when a contact session ends and the agent events are generated both periodically and at specific intervals when a state change occurs with an agent or contact.Ĭonnect sends these events to a Kinesis Data Stream and Splunk can leverage these events via Kinesis Firehose using the AWS supported Splunk and Firehose integration to determine agent status, contact information and initiation details, and timeline of the entire session among other things. Your Connect instance generates two types of real-time streaming events - Contact Trace Records (CTR) and Agent Events.
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