Configuration of AwsConRMChaTest

This test auto-discovers the intents that the customers want to resolve by contacting the agents through chat channels in the target Amazon Connect instance, and for each intent, this test reports the count of available agents, agents in error state, non-productive state etc. Using this test, administrators can figure out the intent that has been frequently handled by the agents and in the process, figure out how well the performance of the agents is while handing the intent. If the performance of the agents suffers while handling each intent, administrators can analyze if it is due to too many agents in error state? or is it due to too many agents being non-productive? or is it due to too many contacts contacting the contact center for the same intent? or is it due to unavailability of slots for handling each intent?

Outputs of the test: One set of results for each intent handled through the chat channel of the target AWS Connect that is to be monitored.

This page depicts the default parameters that need to be configured for the AwsConRMChaTest.

• The TEST PERIOD list box helps the user to decide how often this test needs to be executed.

• In the HOST text box, specify the IP address of the Amazon Connect that is being monitored.

• In the PORT text box, specify the port number at which the specified HOST listens. By default, this is NULL.

• To monitor an Amazon Connect instance, the eG agent has to be configured with the ACCESS KEY and SECRET KEY of a user with a valid AWS account. For this purpose, we recommend that you create a special user on the AWS cloud, obtain the access and secret keys of this user, and configure this test with these keys. The procedure for this has been detailed in the Obtaining an Access key and Secret key. Make sure you reconfirm the access and secret keys you provide here by retyping it in the corresponding CONFIRM text boxes.

• This test uses Amazon Connect CLI to interact with AWS and pull relevant metrics. To enable the test to connect to AWS, you need to configure the test with the name of the region to which all requests for metrics should be routed, by default. Specify the name of this AWS DEFAULT REGION, here.

• In the AWS INSTANCE ID text box, specify a unique identifier for each instance created by Amazon Connect.

• Note: To monitor multiple instances of Amazon Connect, each instance should be added as a separate Amazon Connect component in eG and assigned a unique nick name. When configuring tests for the component, you need to make sure that the specific Amazon Connect instance to be monitored is indicated using the INSTANCE ID parameter.

• In the TIMEOUT text box, specify the maximum duration (in seconds) for which the test will wait for a response from the server. The default is 10 seconds.

• Once the above values are provided, click on the UPDATE button to register the changes made.

When changing the configuration for specific servers, a “*” beside the text box corresponding to the parameter signifies that these values have to be manually configured by the user. The parameter values that require to be configured will typically be prefixed with a “$” or contain a series of “*”. A value of “none” in the parameter value indicates that the corresponding parameter value can be changed if required.