WAF - Determine key performance indicators (KPIs)

Question

Hi all,

We had a WAF review completed earlier this year, and are reviewing recommendations with a view to action. One of those is:

Determine key performance indicators (KPIs) and workload metrics. Refer:

https://docs.aws.amazon.com/wellarchitected/latest/operational-excellence-pillar/ops_observability_identify_kpis.html

For context, we provide Cloud Contact Centre solutions to customer throughout the state. While we don't have specific metrics, our measure of success post implementation is mainly customer driven based on their business needs and feedback. With this recommendation we would like to establish KPIs to we can measure the success, remain accountable and drive improvement.

I'm keen what KPIs similar services have implemented if you could provide some examples. Cheers

elfman

Praveen Muppala · Answer

When it comes to defining KPIs, it's essential to establish them in collaboration with your customers to ensure they align with their business needs and expectations.

To help you get started, here are some resources that provide a comprehensive overview of how to define and implement KPIs effectively:

1. **AWS Blog on Navigating the Cloud: Key Performance Indicators for Success**  
   This blog provides insights into how KPIs can be aligned with business objectives to measure success in the cloud.  
   [Read the blog here](https://aws.amazon.com/blogs/enterprise-strategy/navigating-the-cloud-key-performance-indicators-for-success/)

2. **KPIs on the Enterprise Journey: From Technology to Business**  
   This article focuses on the evolution of KPIs from a technology perspective to a business-centric view, which might be helpful as you integrate your Cloud Contact Centre solutions.  
   [Read the blog here](https://aws.amazon.com/blogs/mt/kpis-enterprise-journey-from-technology-to-business/)

3. **Amazon Connect Metrics**  
   These metrics are specifically related to Amazon Connect and could serve as valuable indicators for your Cloud Contact Centre solutions.  
   [Learn more here](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-metrics.html)

4. **WAF Metrics**  
   This resource outlines the metrics available within AWS WAF, which can be used to track and evaluate the effectiveness of your WebACL rules.  
   [Explore WAF Metrics here](https://docs.aws.amazon.com/waf/latest/developerguide/waf-metrics.html)

By reviewing these resources, you can better define KPIs tailored to your specific needs, leveraging WAF Metrics derived from your WebACL rules, along with Amazon Connect metrics to measure success and drive continuous improvement.

WAF - Determine key performance indicators (KPIs)

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