AWS Connect monitoring integration

Important

Enable the AWS CloudWatch Metric Streams integration to monitor all CloudWatch metrics from your AWS services, including custom namespaces. Individual integrations are no longer our recommended option.

New Relic infrastructure integrations include an integration for reporting your AWS Connect data to New Relic. Here we explain how to activate the integration and what data it collects.

Activate integration

To enable this integration follow standard procedures to Connect AWS services to New Relic.

Configuration and polling

You can change the polling frequency and filter data using configuration options.

Default polling information for the AWS Connect integration:

New Relic polling interval: 5 minutes
Amazon CloudWatch data interval: 1 minute

Find and use data

To find your integration data, go to one.newrelic.com > All capabilities > Infrastructure > AWS and select an integration.

Data is attached to the following event type:

Entity	Event Type	Provider
ContactFlow	`AwsConnectContactFlowSample`	`AwsConnectContactFlow`
Instance	`AwsConnectInstanceSample`	`AwsConnectInstance`
Queue	`AwsConnectQueueSample`	`AwsConnectQueue`

For more on how to use your data, see Understand and use integration data.

Metric data

This integration collects AWS Connect data for ContactFlow, Instance and Queue.

Connect ContactFlow data

Metric	Unit	Description
`callRecordingUploadError`	Count	The number of call recordings that failed to upload to the Amazon S3 bucket configured for your instance.
`contactFlowErrors`	Count	The number of times the error branch for a contact flow was executed.
`contactFlowFatalErrors`	Count	The number of times a contact flow failed to execute due to a system error.
`misconfiguredPhoneNumbers`	Count	The number of calls that failed because the phone number is not associated with a contact flow.
`publicSigningKeyUsage`	Count	The number of times a contact flow security key (public signing key) was used to encrypt customer input in a contact flow.

Connect Instance data

Metric	Unit	Description
`callsBreachingConcurrencyQuota`	Count	The total number of voice calls that exceeded the concurrent calls quota for the instance.
`callsPerInterval`	Count	The number of voice calls, both inbound and outbound, received or placed per second in the instance.
`concurrentCalls`	Count	The number of concurrent active voice calls in the instance.
`concurrentCallsPercentage`	Percent	The percentage of the concurrent active voice calls service quota used in the instance.
`missedCalls`	Count	The number of voice calls that were missed by agents during the refresh interval selected
`throttledCalls`	Count	The number of voice calls that were rejected because the rate of calls per second exceeded the maximum supported quota.

Connect Queue data

Metric	Unit	Description
`callBackNotDialableNumber`	Count	The 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.
`longestQueueWaitTime`	Seconds	The longest amount of time, in seconds, that a contact waited in a queue.
`queueCapacityExceededError`	Count	The number of calls that were rejected because the queue was full.
`queueSize`	Count	The number of contacts in the queue.