Configuration of AwsConHMChaTest

This test auto-discovers the intents that were handled by the agents through chat channel and for each intent, this test helps administrators historically analyze how well the contacts were handled by the agents in the target Amazon Connect contact center. The count of contacts handled by the agents, count of contacts initiated through call backs for each intent helps administrators analyze the customer experience with the contact center. The contact handling ability of the agents is also analyzed by periodically monitoring the time duration for which a contact was handled based on each intent, the time for which contacts were in queue before being answered by an agent etc. By periodically analyzing the historical records, administrator can understand the patterns followed by the agents while handling the contacts that were specific to each intent, understand the pain-points of the agents as well as customers in resolving the intent and identify means to improvise the efficiency of the contact center. This test also helps administrators figure out the intent that too a long time to be resolved by the agents through chat channel in the contact center.

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

• 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.