How do I troubleshoot issues with real-time metrics in Amazon Connect?

Resolution

Prerequisite: Be sure that you have the required permissions to view real-time metric reports.

Wait for the dashboard to refresh

The Real-time Metrics page refreshes approximately every 15 seconds and remains open and active when it's refreshing. If you don't see the expected metrics, then wait approximately 15 seconds.

Note: The Amazon Connect near real-time metrics refresh approximately 1 minute after a contact ends.

For more information, see How often real-time metrics refresh in Amazon Connect.

Make sure that agents log in to the CCP

To view the number of active agents, check the Online agents metric. For an accurate Online agents metric value, agents must be logged in to the Contact Control Panel (CCP). If an agent didn't log in to the CCP, then the Online agents metric doesn't include the agent in its value. 

Wait for queues to be active

You can view real-time metrics only for 100 active queues because Amazon Connect collects data only from the first 100 active queues. A queue is active when it has current or recent contact activity. 

Check your settings to barge live conversations

To barge a call, you must include the Set recording and analytics behavior block in the contact flow. If the Set recording and analytics behavior flow block is missing, then you receive a “400 Bad Request“ HTTP error.

To troubleshoot issues with the barge feature, turn on Enhanced contact monitoring capabilities. Also, make sure that you assigned the correct security profile permissions to barge a live conversation.

You receive an error message when the barge request can't start because of the call setup or instance configuration. For more information about how to troubleshoot a live conversation, see Troubleshoot agent conversation monitoring ability in Amazon Connect.

If you still can't barge a live conversation, then contact AWS Support. Create an HTTP Archive (HAR) file to capture events when you use the barge feature. Then, create a support case and attach the HAR file to the support case.

Review all real-time metrics for an Amazon Connect instance

Use the GetCurrentMetricData API operation to get all the metrics for an Amazon Connect instance from the Real-time Metrics page.

By default, the API response shows the number of online agents in descending order. If it's taking too long for a response or the response appears incomplete, then reduce the number of queues or routing profiles in the request to limit data size.

Check the service level X metric

Check the service level X metric for contacts that Amazon Connect removed from the queue between zero and the number that you set (X). For example, if you preset X to 30, then the percentage of contacts that Amazon Connect removes from the queue between zero and 30 includes 30.