Connect LabAmazon Connect study

Ecosystem

Integration maps

Learn it in 5 minutes

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About five minutes of reading

A map is a list of seams with a key on each line. A poster of logos is not a map.

Seam examples this campus will draw in the lab: Salesforce embed, ServiceNow queue map, Teams chat, CUCM transfer, WFM agent events, QM via S3 or KVS, E911 whisper, analytics stream. Each row has a producer, a consumer, a key, a protocol, and the first fault to check.

If you cannot name the key, you are not ready to build the seam.

  • ContactId joins contact-scoped tools.
  • Profile id joins customer-scoped tools.
  • Agent ARN or username joins WFM.
  • CivicAddress joins only the 911 whisper.

Number on this page: Columns 5. Producer, consumer, key, protocol, first fault

Confirm before relying. Prices, quotas, and exam names change. Use the source linked on this page.

Visual

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Integration maps
Diagram SVGDiagram PNGDiagram HTMLFlow SVGFlow PNGFlow HTML

Picture from this room.

Worked example

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  1. Row. One seam.
  2. Key. Name it.
  3. Fault. The first check.
  4. Test. One contact.

What usually goes wrong: An arrow labeled 'integrates'.

Quiz

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Question 1

Which term matches this description? Records the agent desktop. On the Basic price list it is 0.006 USD per minute.

Show the cited answer

Records the agent desktop. On the Basic price list it is 0.006 USD per minute. The term is Screen recording.

Amazon Connect Customer Pricing Appendix - AWS AWS docs. last checked 2026-10

Question 2

Which term matches this description? US enhanced 911. For a US agent, Connect can send a validated civic address with a direct 911 call from the CCP.

Show the cited answer

US enhanced 911. For a US agent, Connect can send a validated civic address with a direct 911 call from the CCP. The term is E911.

Set up US emergency calling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10

Question 3

Which term matches this description? Opening the customer record when the contact arrives. Connect does this with attributes, Profiles, and a workspace app. It is not a CTI cable.

Show the cited answer

Opening the customer record when the contact arrives. Connect does this with attributes, Profiles, and a workspace app. It is not a CTI cable. The term is Screen pop.

Embed the Connect Customer Contact Control Panel (CCP) into Salesforce - 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

  • Start media streaming Sends live customer audio to Kinesis Video Streams for a third-party recorder or bot.
  • Screen recording Records the agent desktop. On the Basic price list it is 0.006 USD per minute.
  • Forecasting and agent scheduling The 4 Aug 2026 name for native WFM: forecast, capacity, schedules, and adherence.
  • Schedule adherence How closely an agent's actual status matched the published schedule. Native metrics appear after schedules are published. Third-party WFM reads agent events.

Mind map

Open the Ecosystem mind map

Sister technologies

Connect answers the contact. Workforce, quality, emergency location, and the system of record sit beside it, and they only stay honest if they share ContactId.

Config and troubleshooting

An arrow labeled 'integrates'.

Adherence needs agent events, not a person refreshing a report. ResourceType AGENT_EVENTS and StorageType KINESIS_STREAM is the hook. A second consumer should read the stream, not a second delivery on the instance.

InstanceStorageConfig

CloudFormation study snippet
Resources:
  AgentEvents:
    Type: AWS::Connect::InstanceStorageConfig
    Properties:
      InstanceArn: !GetAtt CampusInstance.Arn
      ResourceType: AGENT_EVENTS
      StorageType: KINESIS_STREAM
      KinesisStreamConfig:
        StreamArn: !GetAtt AgentStream.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