Posted On: May 12, 2021
HAQM Connect now allows customers to subscribe to a near real-time stream of contact (voice calls, chat, and task) events (e.g., call is queued) in your HAQM Connect contact center. These events include when a voice call, chat, or task is initiated, queued to be assigned to an agent, connected to an agent, transferred to another agent or queue, and disconnected. Contact events can be used to create analytics dashboards to monitor and track contact activity, integrate into workforce management (WFM) solutions to better understand contact center performance, or to integrate applications that react to events (e.g., call disconnected) in real-time. HAQM Connect contact events are published via HAQM EventBridge, and can be set up in a couple of clicks by going to the HAQM EventBridge AWS console and creating a new rule.
HAQM Connect contact events are available in the following AWS regions where HAQM Connect is offered: US East (N. Virginia), US West (Oregon), Asia Pacific (Singapore), Asia Pacific (Tokyo), Europe (Frankfurt), and Europe (London). HAQM Connect contact events do not incur additional HAQM Connect charges. You may incur charges for HAQM Eventbridge usage. Please see HAQM EventBridge Pricing for more information. To learn more, see our help documentation, or visit the HAQM Connect website.