This example shows how you can capture agent events from a Kinesis stream and process those events to store agent event data in S3 or log CTR data to CloudWatch.
To enable agent event logging, we need to deploy one AWS Lambda function.
For these deployments, the following AWS Lambda function is provided:
- awsscv_ae_logger_%InstanceName% (awsscv-ae-logger.py): Provides ability to receive agent events from Kinesis, store those events in S3, and/or log those events to CloudWatch.
- AWSSCV Common Layers deployed
- AWSSCV Salesforce Config deployed
- Access to the AWS Console
- Right-click/control-click to download the AWSSCV AgentEventLogger template.
- In a new browser tab, login to the AWS Console
- Make sure you are in the same region as your Amazon Connect instance. You can set the region by expanding the region selector in the upper right and choosing the region
- Navigate to the CloudFormation console
- Select Create Stack, and choose With new resources (standard)
- In the Specify Template section, choose Upload a template file
- Select Choose file
- Navigate to the folder where you saved awsscv_ae_logger.yaml
- Select Next
- In the Stack Name field, enter
AWSSCV-AgentEventLogger - Enter the parameters as follows (most from your notepad):
- AWSRegion: Select the region that you have deployed Amazon Connect in
- AWSSCVCommonRole: ARN of the awsscv_common_role role
- ConnectInstanceName: Provide the instance name for Amazon Connect.
- AgentEventKinesisStream: ARN of the agent event Kinesis stream
- DetailedLogging: Log all agent events (true) rather than just state changes.
- Format: Pretty print the agent event output (true)
- LambdaLoggingLevel: INFO or DEBUG
- Select Next
- In Service Cloud Voice deployments, it is normal to see a warning on the next page, Configure stack options
- Scroll to the bottom and select Next
- Scroll to the bottom, make sure to check the acknowledgement that AWS CloudFormation might create IAM resource, and select Create Stack
- After a minute or two, the stack should complete.