Voice Customer Alerts with CloudWatch

Ensure that your Voice implementation is running properly with the Amazon CloudWatch dashboards and alarms that we provide. Monitor the health of your contact center with two dashboards. Fine-tune the alarms so they trigger when something needs attention in your environment. Notify the right people about these events with the new RealtimeAlertEvent platform event.

This configuration applies to these telephony models:

  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect

Customer Alerts overview

These customer alert features are available to all customers running version 8.0 or later of the Service Cloud Voice contact center in Amazon. To learn how to view or update your contact center, see Update Your Contact Center in Salesforce Help.

  • Customer Alerts Alarms

    Salesforce provides a set of alarms that you should fine-tune so that you can monitor the status of your contact center and get notified when important events are triggered. Some of these alarms are enabled by default, others must be enabled if you want them to operate in your environment.

  • Customer Alerts Dashboards

    Salesforce provides two CloudWatch custom dashboards to monitor potential issues with your contact center.

  • Customer Alerts Platform Event

    The RealtimeAlertEvent platform event notifies subscribers about triggered alarms in your Amazon Connect instance.

See Also