Amazon Connect

개요

Amazon Connect는 자체 서비스 설정을 제공하여 역동적이고 개인적이며 자연스러운 고객 참여를 활성화합니다.

이 통합을 활성화하면 Datadog에서 모든 Connect 메트릭을 볼 수 있습니다.

설정

설치

이미 하지 않은 경우 먼저 Amazon Web Services 통합을 설정하세요.

메트릭 수집

  1. AWS 통합 페이지에서 Connect가 Metric Collection 탭에서 활성화되어 있는지 확인하세요.
  2. Datadog - Amazon Connect 통합을 설치합니다.

로그 수집

로깅 활성화

Amazon Connect를 설정해 S3 버킷이나 클라우드와치(CloudWatch)로 로그를 전송합니다.

참고: S3 버킷에 기록하면 amazon_connect를 _대상 접두어_로 설정합니다.

Datadog에 로그 전송

  1. 이미 하지 않은 경우 Datadog 포워더 람다 함수를 설정하세요.

  2. 람다 함수가 설치되면 AWS 콘솔에서 Amazon Connect 로그를 포함하는 S3 버킷 또는 클라우드와치(CloudWatch) 로그 그룹에 수동 트리거를 추가합니다.

수집한 데이터

메트릭

aws.connect.call_back_not_dialable_number
(count)		The average number of times a queued callback to a customer could not be dialed because the customer's number is in a country for which outbound calls are not allowed for the instance.
aws.connect.call_back_not_dialable_number.maximum
(count)		The maximum number of times a queued callback to a customer could not be dialed because the customer's number is in a country for which outbound calls are not allowed for the instance.
aws.connect.call_back_not_dialable_number.minimum
(count)		The minimum number of times a queued callback to a customer could not be dialed because the customer's number is in a country for which outbound calls are not allowed for the instance.
aws.connect.call_recording_upload_error
(count)		The average number of call recordings that failed to upload to the Amazon S3 bucket configured for your instance.
aws.connect.call_recording_upload_error.maximum
(count)		The maximum number of call recordings that failed to upload to the Amazon S3 bucket configured for your instance.
aws.connect.call_recording_upload_error.minimum
(count)		The minimum number of call recordings that failed to upload to the Amazon S3 bucket configured for your instance.
aws.connect.calls_breaching_concurrency_quota
(count)		The average number of voice that exceeded the concurrent active calls limit for the instance.
aws.connect.calls_breaching_concurrency_quota.maximum
(count)		The maximum number of voice that exceeded the concurrent active calls limit for the instance.
aws.connect.calls_breaching_concurrency_quota.minimum
(count)		The minimum number of voice that exceeded the concurrent active calls limit for the instance.
aws.connect.calls_per_interval
(count)		The average number of voice calls both inbound and outbound received or placed per second in the instance.
aws.connect.calls_per_interval.maximum
(count)		The maximum number of voice calls both inbound and outbound received or placed per second in the instance.
aws.connect.calls_per_interval.minimum
(count)		The minimum number of voice calls both inbound and outbound received or placed per second in the instance.
aws.connect.concurrent_calls
(count)		The average number of concurrent active voice calls in the instance at the time the data is displayed in the dashboard.
aws.connect.concurrent_calls.maximum
(count)		The maximum number of concurrent active voice calls in the instance at the time the data is displayed in the dashboard.
aws.connect.concurrent_calls.minimum
(count)		The minimum number of concurrent active voice calls in the instance at the time the data is displayed in the dashboard.
aws.connect.concurrent_calls_percentage
(gauge)		The average percentage of the concurrent active voice calls service limit used in the instance.
Shown as percent
aws.connect.concurrent_calls_percentage.maximum
(gauge)		The maximum percentage of the concurrent active voice calls service limit used in the instance.
Shown as percent
aws.connect.concurrent_calls_percentage.minimum
(gauge)		The minimum percentage of the concurrent active voice calls service limit used in the instance.
Shown as percent
aws.connect.contact_flow_errors
(count)		The average number of times the error branch for a contact flow was executed.
aws.connect.contact_flow_errors.maximum
(count)		The maximum number of times the error branch for a contact flow was executed.
aws.connect.contact_flow_errors.minimum
(count)		The minimum number of times the error branch for a contact flow was executed.
aws.connect.contact_flow_fatal_errors
(count)		The average number of times a contact flow failed to execute due to a system error.
aws.connect.contact_flow_fatal_errors.maximum
(count)		The maximum of times a contact flow failed to execute due to a system error.
aws.connect.contact_flow_fatal_errors.minimum
(count)		The minimum number of times a contact flow failed to execute due to a system error.
aws.connect.longest_queue_wait_time
(count)		The average of the longest amount of time in seconds that a contact waited in a queue. This is the length of time a contact waited in a queue during the refresh interval.
aws.connect.longest_queue_wait_time.maximum
(count)		The average of the longest amount of time in seconds that a contact waited in a queue. This is the length of time a contact waited in a queue during the refresh interval.
aws.connect.longest_queue_wait_time.minimum
(count)		The average of the longest amount of time in seconds that a contact waited in a queue. This is the length of time a contact waited in a queue during the refresh interval.
aws.connect.misconfigured_phone_numbers
(count)		The average number of calls that failed because the phone number is not associated with a contact flow.
aws.connect.misconfigured_phone_numbers.maximum
(count)		The maximum of calls that failed because the phone number is not associated with a contact flow.
aws.connect.misconfigured_phone_numbers.minimum
(count)		The minimum number of calls that failed because the phone number is not associated with a contact flow.
aws.connect.missed_calls
(count)		The average number of voice calls that were missed by agents during the refresh interval.
aws.connect.missed_calls.maximum
(count)		The maximum number of voice calls that were missed by agents during the refresh interval.
aws.connect.missed_calls.minimum
(count)		The minimum number of voice calls that were missed by agents during the refresh interval.
aws.connect.public_signing_key_usage
(count)		The average number of times a contact flow security key (public signing key) was used to encrypt customer input in a contact flow.
aws.connect.public_signing_key_usage.maximum
(count)		The maximum number of times a contact flow security key (public signing key) was used to encrypt customer input in a contact flow.
aws.connect.public_signing_key_usage.minimum
(count)		The minimum number of times a contact flow security key (public signing key) was used to encrypt customer input in a contact flow.
aws.connect.queue_capacity_exceeded_error
(count)		The average number of calls that were rejected because the queue was full.
aws.connect.queue_capacity_exceeded_error.maximum
(count)		The maximum number of calls that were rejected because the queue was full.
aws.connect.queue_capacity_exceeded_error.minimum
(count)		The minimum number of calls that were rejected because the queue was full.
aws.connect.queue_size
(count)		The average number of contacts in the queue.
aws.connect.queue_size.maximum
(count)		The maximum number of contacts in the queue.
aws.connect.queue_size.minimum
(count)		The minimum number of contacts in the queue.
aws.connect.throttled_calls
(count)		The average number of voice calls that were rejected because the rate of calls per second exceeded the maximum supported limit.
aws.connect.throttled_calls.maximum
(count)		The maximum number of voice calls that were rejected because the rate of calls per second exceeded the maximum supported limit.
aws.connect.throttled_calls.minimum
(count)		The minimum number of voice calls that were rejected because the rate of calls per second exceeded the maximum supported limit.
aws.connect.to_instance_packet_loss_rate
(count)		The average ratio of packet loss for calls in the instance reported every 10 seconds.
aws.connect.to_instance_packet_loss_rate.maximum
(count)		The maximum ratio of packet loss for calls in the instance reported every 10 seconds.
aws.connect.to_instance_packet_loss_rate.minimum
(count)		The minimum ratio of packet loss for calls in the instance reported every 10 seconds.

이벤트

Amazon Connect 통합은 이벤트를 포함하지 않습니다.

서비스 점검

Amazon Connect 통합은 서비스 점검을 포함하지 않습니다.

트러블슈팅

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