Configuring Email Alerts for Agent Status via Amazon API Gateway

Create Automated Email Alerts in AWS for Extended Agent Status

Lambda Function using Python

import boto3
import os
from datetime import datetime, timedelta
def lambda_handler(event, context):
    connect_client = boto3.client('connect')
    sns_client = boto3.client('sns')
    instance_id = os.environ['CONNECT_INSTANCE_ID']
    threshold_minutes = 15
    current_time = datetime.utcnow()
    cutoff_time = current_time - timedelta(minutes=threshold_minutes)
    response = connect_client.get_current_metric_data(
        InstanceId=instance_id,
        Filters={'Channels': ['VOICE'],
                 'Queues': [os.environ['QUEUE_ID']]},
        CurrentMetrics=[{'Name': 'AGENTS_AFTER_CONTACT_WORK', 'Unit': 'SECONDS'}]
    )
    for data in response['MetricResults']:
        if data['Collections'][0]['Value'] > threshold_minutes * 60:
            sns_client.publish(
                TopicArn=os.environ['SNS_TOPIC_ARN'],
                Message='Agent status exceeded 15 minutes.',
                Subject='Alert: Agent Status Time Exceeded'
            )
    return {'status': 'Complete'}

Set Email Notifications for Statuses of AWS CCP Custom Agents

SNS Integration with AWS CloudWatch

import boto3
import json
def create_cloudwatch_alarm():
    cw_client = boto3.client('cloudwatch')
    sns_topic_arn = 'arn:aws:sns:us-east-1:123456789012:MySNSTopic'
    cw_client.put_metric_alarm(
        AlarmName='CCPStatusDurationAlarm',
        AlarmDescription='Trigger when agent status exceeds 15 minutes.',
        ActionsEnabled=True,
        AlarmActions=[sns_topic_arn],
        MetricName='CustomStatusDuration',
        Namespace='AWS/Connect',
        Statistic='Maximum',
        Period=300,
        EvaluationPeriods=3,
        Threshold=900,
        ComparisonOperator='GreaterThanThreshold',
        Dimensions=[
            {'Name': 'InstanceId', 'Value': 'the-connect-instance-id'}
        ]
    )
    return 'CloudWatch Alarm has been created'

Crucial Answers for Setting Up Email Alerts on Amazon

1. How is AWS Lambda used for notifications, and what is it?
2. With the help of AWS Lambda, customers can have code executed in reaction to certain events, such an agent status threshold being exceeded, which causes notifications to be sent.
3. How can alert systems be improved by Amazon CloudWatch?
4. AWS apps and resources are monitored by CloudWatch, which also lets customers configure alarms that start automated reactions based on particular data.
5. What is the function of Amazon SNS in alert systems?
6. Sending messages to clients or endpoints that have subscribed is made easier by Amazon SNS (Simple Notification Service), which is essential for effectively dispersing alert notifications.
7. Can custom metrics be used by CloudWatch for alerts?
8. Indeed, CloudWatch offers flexibility in alert settings and can monitor custom metrics produced by placing logs or creating custom events.
9. What are the best ways to configure agent status alerts?
10. Using comprehensive measurements, establishing reasonable criteria, and making sure warnings are actionable and sent out quickly using services like Amazon SNS are examples of best practices.

Concluding Remarks on Amazon Automation Utilizing Agent Status Alerts

By implementing an efficient warning system for agent statuses in AWS, you can take advantage of cloud services' capabilities to improve customer service and operational supervision. By combining Amazon CloudWatch, Amazon SNS, and AWS Lambda, a strong system for keeping an eye on and reacting to agent activity is created. This configuration helps to maximize contact center effectiveness by guaranteeing that client contacts are promptly addressed in addition to assisting with workforce management.