Amazon Connect - Incident Detection and Response Alarming Best Practices

Overview

Here we have included Alarm Best Practices for Amazon Connect that Incident Detection and Response (IDR) customers can refer to. They can use these best practices as a starting point in creating alarms fit to be onboarded to IDR. There are also AWS recommended alarms available, which customers may make use of.

The CloudWatch alarm best practices provided on this page are intended solely as general guidelines to assist you in configuring alarms for the Incident Detection and Response service. The final selection, configuration, and implementation of CloudWatch alarms should be tailored to the unique requirements of your environment, workloads, and operational needs. The recommendations we provide do not guarantee comprehensive coverage or detection of all issues, incidents, or outages. For more information on detailed configuration, we recommend consulting with your technical team.

Recommended Metrics to Monitor

Note

• You can determine the Maximum ConcurrentCalls/ConcurrentActiveChats/ConcurrentTasks limit for your instance by following the steps here.

• Instances created on or before October 2018 require additional IAM permissions to publish chat metrics to CloudWatch. Required IAM permissions.

Additional Resources

For additional information on CloudWatch metrics and dimensions for Amazon Connect please refer to the following documentation: Amazon Connect CloudWatch Metrics.