Independent study lab
This is an independent, free, learning-only student project. It respects every company and vendor. Trademarks belong to their owners. It is not affiliated with or endorsed by Amazon Web Services, Cisco, Genesys, Salesforce, Twilio, or any other company. If you have a concern, the page will be removed or corrected promptly through the contact form. Nothing here is sold. There are no ads. The author is happy to volunteer for any organization.
Agent events are the live staffing truth — Learn it in 5 minutes
About five minutes of reading
The real-time board is a view. The event stream is the feed other systems can trust.
Events include login, logout, status change, and connecting to a contact. WFM products such as Aspect and Eleveo consume this stream for adherence. You enable data streaming and point it at a Kinesis stream. Size the shards for the number of consumers.
ACW duration is derivable from the events. If your occupancy formula needs ACW, this is the source, not a guess from the wall board.
- A missed logout event leaves someone 'available' in the third-party tool.
- Status names must match the WFM map.
- Do not let a test tool consume the production stream without its own iterator.
- Firehose to S3 is the historical copy. The stream is the live copy.
Number on this page: Feed Kinesis. Agent event stream
Sources and go deeper
- Connect Customer agent event streams - Amazon Connect Customer AWS docs. last checked 2026-10
- Connect Customer contact events - Amazon Connect Customer AWS docs. last checked 2026-10
- Contact Lens for Amazon Connect is now generally available - AWS AWS docs. last checked 2026-10
- Integrate Amazon Connect with Amazon Kinesis | AWS re:Post community. last checked 2026-10
- What is Amazon Kinesis Data Streams? - Amazon Kinesis Data Streams AWS docs. last checked 2026-10
- Amazon Kinesis - Wikipedia Wikipedia. last checked 2026-10