This alert monitors the number of voice calls exceeding the concurrent calls quota for the Amazon Connect instance. Exceeding this quota can lead to service disruptions and degraded customer experience. The alert is triggered when the total number of calls breaching the concurrency quota exceeds 50 within a 10-minute period. Monitoring this metric helps ensure that your contact center operates within its service limits, maintaining optimal performance and availability. Customization Guidance: - Threshold: Adjust the threshold based on your instance's concurrency quota and expected call volume. - Monitoring Period: Modify the monitoring period to align with your contact center's peak hours and traffic patterns. - Notification Frequency: Set notification frequency to balance responsiveness with alert fatigue. Action: If this alert is triggered, consider reviewing and increasing your instance's concurrency quota or optimizing call routing strategies to manage high call volumes effectively.

This alert monitors the number of times the error branch in a contact flow is executed. Frequent errors in contact flows can indicate issues in configuration or integration, potentially affecting customer interactions. The alert is triggered when the number of contact flow errors exceeds 10 within a 10-minute period. Monitoring this metric helps in identifying and resolving issues within contact flows to ensure smooth customer experiences. Customization Guidance: - Threshold: Adjust the threshold based on the complexity and criticality of your contact flows. - Monitoring Period: Modify the monitoring period to detect issues promptly during high-traffic periods. - Notification Frequency: Set notification frequency to balance timely responses with alert fatigue. Action: If this alert is triggered, review the contact flow configurations, check for recent changes, and ensure all integrated services are functioning correctly.

This alert monitors the number of call recordings that failed to upload to the designated Amazon S3 bucket. Upload failures can result in loss of critical call data necessary for compliance and quality assurance. The alert is triggered when there are more than 5 call recording upload errors within a 10-minute period. Monitoring this metric ensures that call recordings are successfully stored, maintaining compliance and enabling quality assessments. Customization Guidance: - Threshold: Adjust the threshold based on your call volume and recording policies. - Monitoring Period: Modify the monitoring period to detect issues promptly, especially during peak operation times. - Notification Frequency: Set notification frequency to balance timely responses with alert fatigue. Action: If this alert is triggered, check the S3 bucket permissions, available storage, and network connectivity. Ensure that the Amazon Connect instance has the necessary permissions to write to the S3 bucket.

This alert monitors the number of calls rejected due to the queue reaching its capacity in Amazon Connect. Calls being rejected at this stage can lead to missed customer interactions and dissatisfaction. The alert is activated when the number of queue capacity exceeded errors surpasses 20 within a 10-minute period. Monitoring this metric ensures that your contact center queues are managed effectively, helping to optimize capacity and maintain customer service quality during peak periods. Customization Guidance: - Threshold: The default threshold is set at 20 queue capacity exceeded errors within 10 minutes. Adjust this value based on your queue configurations and typical call volume. - Monitoring Period: The monitoring period can be customized to align with your operational requirements and peak traffic times. Shorter periods might be more suitable for high-traffic times. - Notification Frequency: Balance responsiveness and alert fatigue by adjusting notification frequency to the criticality of uninterrupted service. Action: If this alert is triggered, review and adjust queue settings such as maximum queue capacity. Consider redistributing call loads across other queues, adding additional agents, or implementing overflow routing to handle increased demand.

This alert monitors the occurrence of fatal errors in Amazon Connect contact flows. Fatal errors indicate significant issues in the contact flow configuration or integrations, potentially disrupting customer interactions and impacting the contact center's performance. The alert is activated when the number of fatal contact flow errors exceeds 10 within a 10-minute period. Monitoring this metric helps identify and address configuration issues in real-time, ensuring smooth customer experiences and operational efficiency. Customization Guidance: - Threshold: The default threshold is set at 10 fatal errors in 10 minutes. Adjust this value based on the complexity and criticality of your contact flows. - Monitoring Period: The monitoring period can be customized to detect issues promptly, particularly during high-traffic periods. - Notification Frequency: Balance responsiveness and alert fatigue by adjusting notification frequency to the criticality of the contact flows. Action: If this alert is triggered, immediately investigate the affected contact flow(s) to identify the root cause. Verify that all integrations, such as Lambda functions or external APIs, are functioning correctly. Test and validate changes in a sandbox environment before applying them to production.

This alert monitors the number of misconfigured phone numbers in Amazon Connect. Misconfigured phone numbers can result in failed customer calls and degraded contact center performance. The alert is triggered when the number of misconfigured phone numbers exceeds 5 within a 10-minute period. Monitoring this metric helps ensure all phone numbers are correctly configured and functional, maintaining seamless customer interactions and reducing the risk of missed calls. Customization Guidance: - Threshold: The default threshold is set at 5 misconfigured phone numbers in 10 minutes. Adjust this value based on the scale and complexity of your phone number configurations. - Monitoring Period: The monitoring period can be customized to detect issues promptly, especially during periods of high call volume. - Notification Frequency: Adjust notification frequency to balance responsiveness and alert fatigue based on the criticality of resolving misconfigurations. Action: If this alert is triggered, review the affected phone number configurations in the Amazon Connect console. Check for issues such as incorrect routing, missing settings, or invalid phone number formats. Correct misconfigurations immediately to restore functionality and ensure customer calls are handled successfully.

This alert monitors the packet loss rate for an Amazon Connect instance. A high packet loss rate can indicate network issues, potentially leading to degraded audio quality, dropped calls, and poor customer experiences. The alert is triggered when the packet loss rate exceeds 5% within a 10-minute period. Monitoring this metric helps identify and address network connectivity issues, ensuring optimal performance and reliability of the contact center. Customization Guidance: - Threshold: The default threshold is set at 5% packet loss rate in 10 minutes. Adjust this value based on acceptable audio quality standards for your contact center. - Monitoring Period: Customize the monitoring period to detect issues promptly, particularly during peak traffic periods. - Notification Frequency: Adjust notification frequency to balance responsiveness and alert fatigue based on the criticality of network performance. Action: If this alert is triggered, investigate network connectivity issues within the AWS region hosting the Amazon Connect instance. Check for potential issues with internet service providers, network configurations, or infrastructure bottlenecks. Coordinate with your network team to resolve any identified issues and monitor the metric closely until the issue is resolved.