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The integration is the agent event stream plus a historical extract. If either is late, adherence is fiction.
Aspect's deployment uses one agent-event stream, optionally Firehose into S3, and scheduled report exports. Eleveo describes the same pair: agent events for the live listener, CTRs and recordings for history. Both need a status map.
Faults: one shard and two consumers, a status renamed in Connect and not in the WFM tool, a missed logout, and a schedule that was never published so adherence is blank.
Number on this page: Stream 1. Agent events, sized for every consumer
Picture from this room.
What usually goes wrong: A VPN from the WFM server into the CCP as the 'integration'.
Which term matches this description? A third-party recorder in another account needs the stream ARN from the contact event and an IAM role that can read the stream.
A third-party recorder in another account needs the stream ARN from the contact event and an IAM role that can read the stream. The term is Cross-account KVS.
Set up live media streaming of customer audio in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10
Which term matches this description? How closely an agent's actual status matched the published schedule. Native metrics appear after schedules are published. Third-party WFM reads agent events.
How closely an agent's actual status matched the published schedule. Native metrics appear after schedules are published. Third-party WFM reads agent events. The term is Schedule adherence.
Forecasting & agent scheduling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10
Which term matches this description? Live audio for third-party recorders. Start media streaming opens it. Customer and agent audio are separate tracks.
Live audio for third-party recorders. Start media streaming opens it. Customer and agent audio are separate tracks. The term is Kinesis Video Streams.
Set up live media streaming of customer audio in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10
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.
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.
A VPN from the WFM server into the CCP as the 'integration'.
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.
Resources:
AgentEvents:
Type: AWS::Connect::InstanceStorageConfig
Properties:
InstanceArn: !GetAtt CampusInstance.Arn
ResourceType: AGENT_EVENTS
StorageType: KINESIS_STREAM
KinesisStreamConfig:
StreamArn: !GetAtt AgentStream.Arn
Join records on ContactId. The integration map room lists the seams.
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.
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.