Connect LabAmazon Connect study

Analytics

Agent events are the live staffing truth

Learn it in 5 minutes

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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

Visual

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Agent events are the live staffing truth
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Picture from this room.

Worked example

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  1. Enable. The stream.
  2. Map. Statuses.
  3. Consume. Adherence.
  4. Reconcile. Against the published schedule.

What usually goes wrong: Exporting a CSV once a night and calling it real-time adherence.

Quiz

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Question 1

Which term matches this description? Near real-time Kinesis stream of login, logout, status, and contact join. This is the WFM adherence feed.

Show the cited answer

Near real-time Kinesis stream of login, logout, status, and contact join. This is the WFM adherence feed. The term is Agent event stream.

Connect Customer agent event streams - Amazon Connect Customer AWS docs. last checked 2026-10

Question 2

Which term matches this description? Rules on a live contact, announced 1 Dec 2020. Default quota is 300 concurrent real-time analytics calls.

Show the cited answer

Rules on a live contact, announced 1 Dec 2020. Default quota is 300 concurrent real-time analytics calls. The term is Real-time analytics.

Amazon Connect โ€“ Now Smarter and More Integrated With Third-Party Tools | AWS News Blog AWS docs. last checked 2026-10

Question 3

Which term matches this description? Handle time plus ACW, divided by signed-in time that was available for work. Agent events supply the clocks.

Show the cited answer

Handle time plus ACW, divided by signed-in time that was available for work. Agent events supply the clocks. The term is Occupancy.

Connect Customer agent event streams - Amazon Connect Customer AWS docs. last checked 2026-10

Sources

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Connect Customer agent event streams - Amazon Connect Customer AWS docs. last checked 2026-10

The prose is a study paraphrase. The link is the source of the facts.

Ecosystem

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Glossary

  • Conversational analytics The 4 Aug 2026 name for Contact Lens: transcripts, sentiment, redaction, summaries, and categories.
  • Contact Lens The former name of conversational analytics. The product page says the function remains.
  • Real-time analytics Rules on a live contact, announced 1 Dec 2020. Default quota is 300 concurrent real-time analytics calls.
  • Post-contact summary A generated summary after the contact. Preview 28 Nov 2023, generally available 25 Mar 2024.

Mind map

Open the Analytics mind map

Sister technologies

You cannot staff, coach, or dispute a contact you cannot join back to one ContactId.

Config and troubleshooting

Exporting a CSV once a night and calling it real-time adherence.

Contact trace records leave the instance through AWS::Connect::InstanceStorageConfig. ResourceType CONTACT_TRACE_RECORDS and StorageType KINESIS_STREAM is the fan-out path. Contact Lens is an instance attribute plus the recording and analytics block in the flow.

InstanceStorageConfig CfnInstance

CloudFormation study snippet
Resources:
  CtrStream:
    Type: AWS::Connect::InstanceStorageConfig
    Properties:
      InstanceArn: !GetAtt CampusInstance.Arn
      ResourceType: CONTACT_TRACE_RECORDS
      StorageType: KINESIS_STREAM
      KinesisStreamConfig:
        StreamArn: !GetAtt ContactStream.Arn

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.

Sources and go deeper

sources.json