icon/x Created with Sketch.

Splunk Cookie Policy

We use our own and third-party cookies to provide you with a great online experience. We also use these cookies to improve our products and services, support our marketing campaigns, and advertise to you on our website and other websites. Some cookies may continue to collect information after you have left our website. Learn more (including how to update your settings) here.
Accept Cookie Policy

Accept License Agreements

This app is provided by a third party and your right to use the app is in accordance with the license provided by that third-party licensor. Splunk is not responsible for any third-party apps and does not provide any warranty or support. If you have any questions, complaints or claims with respect to this app, please contact the licensor directly.

Thank You

Downloading Amazon Connect App for Splunk
SHA256 checksum (amazon-connect-app-for-splunk_001.tgz) 3e998f92e22707b37fd3cbd18429aa13921437529bcc56cf22b08b3281a72b65
To install your download
For instructions specific to your download, click the Details tab after closing this window.

Flag As Inappropriate

Amazon Connect App for Splunk

Admins: Please read about Splunk Enterprise 8.0 and the Python 2.7 end-of-life changes and impact on apps and upgradeshere.
Overview
Details
Amazon Connect App for Splunk helps you analyze your contact center data from Amazon Connect. The app uses the connect data that is generated by several data sources such as Contact Records, Agent events from Kinesis streams, Reports and Transcripts from S3, connect application logs, contact flow logs and metrics via cloud watch to help gain insight on the current state and understand how customer service is being impacted at your contact center.

Amazon Connect App for Splunk

Amazon Connect App for Splunk helps you analyze your contact center data from Amazon Connect. The app uses the connect data that is generated by several data sources such as Contact Records, Agent events from Kinesis streams, Reports and Transcripts from S3, connect application logs, contact flow logs and metrics via cloud watch to help gain insight on the current state and understand how customer service is being impacted at your contact center.

Table of Contents

Support

This application can be installed on both On-Prem and Cloud deployments of Splunk.

Requirements

  • Splunk Add-on for AWS (for various inputs)
  • Timeline Viz (custom visualization)
  • Event Timeline Viz (custom visualization)

Installation

Install the application on Forwarders and Search Heads

Configuration

Connect Events [sourcetype=aws:connect:firehose]

Connect generates two type of events - Contact Trace Records (CTR) and Agent Events. Once data streaming for Connect is enabled, it generates CTRs after a contact session ends and these events are sent to Kinesis Streams.

There are two eventtypes for Agent events - HEART_BEAT and STATE_CHANGE events. The HEART_BEAT eventtype is periodically generated and STATE_CHANGE events are generated at specific times when the Agent/Contact has an internal state change. These events also use the same method of transport as CTRs. Splunk uses both of these event types to determine Agent Status and decode contact information. Be sure to use the aws:connect:firehose sourcetype for these data sources.

These events are then sent to Splunk via a Kinesis Firehose using Splunk Kinesis Data Firehose (KDF) integration. A HTTP Event collector input needs to be setup on Splunk and a Firehose delivery stream then has to be setup to relay messages from streams to Splunk.

NOTE:
Follow guidelines to create a firehose stream to Splunk: https://docs.aws.amazon.com/firehose/latest/dev/creating-the-stream-to-splunk.html

Connect S3 Reports [sourcetype=aws:connect:s3:reports]

Connect admin can generate scheduled reports and send them to a S3 bucket. These reports contain historic queue and agent metrics and can be scheduled in the Connect instance via the historical metrics tab.

The Amazon Connect app for Splunk uses the Queue Contact metrics and Agent Performance metrics. These reports (CSV) are pulled from S3 using the SQS-based S3 input provided in the Splunk AWS TA. Be sure to use the aws:connect:s3:reports sourcetype for this data source.

NOTE:
Splunk expects the above reports' file names to have the specific prefixes - historic_agent_performance_all_metrics-.csv and historic_queue_contact_all_metrics-.csv

Under Table Settings, select all metrics for Queue Contact and Agent Performance.

Modify respective source's csv header names in transforms.conf accordingly if you wish to not select all metrics for the Queue Contact or Agent Performance.

Connect API metrics [sourcetype=aws:connect:firehose]

Connect API metrics, both historic and realtime queue metric data are retrieved from the application's API endpoints. A lambda function is used to query Connect's REST endpoints every 60 seconds and the records are then coalesced with queue information and sent to the above configured Kinesis Streams. The API data is streamed into KDF from Kinesis Streams for Splunk to read using HEC input. Use the aws:connect:firehose sourcetype for this data source. (See in Artifacts for the Lambda function and configuration details)
Contact Lens Analysis Reports [sourcetype=aws:contactlens:s3]

Contact Lens Analysis Reports [sourcetype=aws:contactlens:s3]

Connect admin can generate voice analysis reports for every voice call using the Contact Lens service. When enabled, the service analyzes the voice call after the call is complete and publishes a report to a S3 bucket. Splunk pulls these JSON reports from S3 using the SQS-based-S3 input provided in the Splunk AWS TA. Splunk uses this data to provide bidirectional sentiment analysis for each contact. Use the aws:contactlens:s3 sourcetype for this data source.
Connect Instance Metrics [sourcetype=aws:connect:cloudwatch:metrics]

Connect Instance Metrics [sourcetype=aws:connect:cloudwatch:metrics]

Connect generates instance and application specific metrics. These metrics are sent to Cloudwatch. Splunk pulls these metrics using the Splunk AWS TA. Use the aws:connect:cloudwatch:metrics sourceytpe for this data source.

NOTE: The connect metric namespace has to be setup in the TA before the metric data can be pulled. See below in the Artifacts section for examples
Contact Flow Logs [sourcetype=aws:connect:cloudwatchlogs]

Contact Flow Logs [sourcetype=aws:connect:cloudwatchlogs]

Connect admin can generate contact flow logs for each contact flow. When contact flow logging is enabled in Connect, the logs are sent to Cloudwatch logs. Splunk can pull those logs from the specific cloud watch log groups using Splunk AWS TA. Use the aws:connect:cloudwatchlogs sourcetype for this data source.

NOTE: Permissions for Lambda functions used by contact flows need to be added to Connect configuration to invoke those functions. (Splunk can pull those lambda function logs from the respective cloud watch log groups using Splunk AWS TA. Use the aws:cloudwatchlogs sourcetype for this data source).

Artifacts

Use this template to pull data from the kinesis data stream with connect events: https://github.com/splunk/amazon-connect-app-for-splunk-data-collection/blob/master/cf_templates/amazon-connect-streaming-data-to-splunk.json

Use this template to install and configure the lambda function to query Connect API metrics and send the data to the same kinesis data stream: https://github.com/splunk/amazon-connect-app-for-splunk-data-collection/blob/master/cf_templates/splunk-amazon-connect-api-metrics-processor.yaml

Connect metric namespaces (These inputs are created under Splunk_TA_AWS for pulling connect Cloudwatch metrics)

[aws_cloudwatch://aws-connect-metrics_b10926bf-4a60-46a1-ab13-6f6143139a91]
aws_account = aws-xxx
aws_region = us-west-2
index = main
metric_dimensions = [{"Participant":[".*"],"Type of Connection":[".*"],"Instance ID":[".*"],"Stream Type":[".*"]}]
metric_names = ".*"
metric_namespace = AWS/Connect
period = 60
polling_interval = 3600
sourcetype = aws:connect:cloudwatch:metrics
statistics = ["Average","Sum","SampleCount","Maximum","Minimum"]
use_metric_format = false
disabled = 0

[aws_cloudwatch://aws-connect-metrics_28339aac-5985-421d-bab4-cc0abbeab432]
aws_account = aws-xxx
aws_region = us-west-2
index = main
metric_dimensions = [{"InstanceId":[".*"],"MetricGroup":[".*"],"QueueName":[".*"]}]
metric_names = ".*"
metric_namespace = AWS/Connect
period = 60
polling_interval = 3600
sourcetype = aws:connect:cloudwatch:metrics
statistics = ["Average","Sum","SampleCount","Maximum","Minimum"]
use_metric_format = false
disabled = 0

[aws_cloudwatch://aws-connect-metrics_1d096356-2d7f-42ca-a436-a12a4146ab2a]
aws_account = aws-xxx
aws_region = us-west-2
index = main
metric_dimensions = [{"InstanceId":[".*"],"MetricGroup":[".*"]}]
metric_names = ".*"
metric_namespace = AWS/Connect
period = 60
polling_interval = 3600
sourcetype = aws:connect:cloudwatch:metrics
statistics = ["Average","Sum","SampleCount","Maximum","Minimum"]
use_metric_format = false
disabled = 0

Running the app

The application dashboards should automatically populate as the data flows into Splunk.

Release Notes

Version 0.0.1
Aug. 24, 2020

11
Installs
30
Downloads
Share Subscribe LOGIN TO DOWNLOAD

Subscribe Share

AppInspect Tooling

Splunk AppInspect evaluates Splunk apps against a set of Splunk-defined criteria to assess the validity and security of an app package and components.

Are you a developer?

As a Splunkbase app developer, you will have access to all Splunk development resources and receive a 10GB license to build an app that will help solve use cases for customers all over the world. Splunkbase has 1000+ apps and add-ons from Splunk, our partners and our community. Find an app or add-on for most any data source and user need, or simply create your own with help from our developer portal.

Follow Us:
© 2005-2020 Splunk Inc. All rights reserved.
Splunk®, Splunk>®, Listen to Your Data®, The Engine for Machine Data®, Hunk®, Splunk Cloud™, Splunk Light™, SPL™ and Splunk MINT™ are trademarks and registered trademarks of Splunk Inc. in the United States and other countries. All other brand names, product names, or trademarks belong to their respective owners.