Amazon Connect Tools

The place for AWS built and maintained tools for Amazon Connect.

Amazon Connect Endpoint Test Utility

Use the Amazon Connect Endpoint Test Utility to validate connectivity to Amazon Connect, or when your agents are experiencing problems with the Contact Control Panel (CCP).

The Amazon Connect Endpoint Test Utility performs the following checks:

  • Validates that the browser being used supports WebRTC.
  • Determines if the browser has appropriate access to media devices (microphone, speakers, etc).
  • Performs latency tests for all active Amazon Connect Regions.
  • Performs latency tests to a specific Amazon Connect instance, if provided.
  • Validates network connectivity across required ports for media streams.

The complete results are available for download as a JSON file. You can copy the results to include in a support ticket. You can also load the results file into the tool by selecting the Load previous results option. This option displays the contents of the file visually and makes it easier to analyze the results. Additionally, you can download a bookmark specifically for the provided instance to make future tests easier to run.

Amazon Connect Endpoint Test Utility

Amazon Connect CCP Log Parser

Agents use the Amazon Connect Contact Control Panel (CCP) to interact with customer contacts. It's how they receive calls, chat with contacts, transfer them to other agents, put them on hold, and perform other key tasks.

The CCP logs are one way to troubleshoot CCP related issues. This tool parses raw CCP logs into user-friendly readable format. You can easily find entries that you are interested in by filtering and it also tells you tips/hints regarding to errors recorded in the log.

The Amazon Connect CCP Log Parser provides access to:

  • Metrics including skew and api latency between API requests and responses.
  • Snapshots containing agent information such as state, contacts, skew, etc.
  • Logs filterable by keywords, regular expressions, and level.

Amazon Connect CCP Log Parser

Service Cloud Voice with Amazon Connect Onboarding Wizard

Use the Service Cloud Voice with Amazon Connect Onboarding Wizard to become familiar with deploying Service Cloud Voice with Amazon Connect.

The Service Cloud Voice with Amazon Connect Onboarding Wizard provide information and tools to help with your Service Cloud Deployment like:

  • AWS Consulting Partners with experience and a deep understanding of specific AWS services.
  • Enabling AWS Business Support which is included with Service Cloud Voice.
  • Information on opening AWS support cases for things like service quota increases or general assistance and troubleshooting.
  • A built-in tool for determining if an AWS service quota increase is required based upon your specific workload.
  • Guidance around phone number porting (moving an existing phone number from one carrier to another).
  • Links to AWS documentation for the most common AWS services used in Service Cloud Voice deployments.
  • Links to examples and best practices when deploying Service Cloud Voice with Amazon Connect.
  • Links to Salesforce documentation for Service Cloud Voice including learning maps, Trailhead, and implementation guides.

Service Cloud Voice with Amazon Connect Onboarding Wizard