Amazon Connect adds near real-time insights into voice call, chat, and task activity in the AWS GovCloud (US-West) Region
Categories: AWS(Amazon Web Services) Technical News
Amazon Connect adds near real-time insights into voice call, chat, and task activity in the AWS GovCloud (US-West) Region
Amazon Connect now allows customers to subscribe to a near real-time stream of contact (voice calls, chat, and task) events (e.g., call is queued) in your Amazon Connect contact center in the AWS GovCloud (US-West) Region. These events include when a voice call, chat, or task is initiated, queued to be assigned to an agent, connected to an agent, transferred to another agent or queue, and disconnected. Contact events can be used to create analytics dashboards to monitor and track contact activity, integrate into workforce management (WFM) solutions to better understand contact center performance, or to integrate applications that react to events (e.g., call disconnected) in real-time. Amazon Connect contact events are published via Amazon EventBridge, and can be set up in a couple of clicks by going to the Amazon EventBridge AWS console and creating a new rule.
Amazon Connect contact events do not incur additional Amazon Connect charges. You may incur charges for Amazon Eventbridge usage. Please see Amazon EventBridge Pricing for more information. To learn more, see our help documentation, or visit the Amazon Connect website.
Introduction to the AWS GovCloud (US) Regions
AWS GovCloud (US) gives government customers and their partners the flexibility to architect secure cloud solutions that comply with the FedRAMP High baseline; the DOJ’s Criminal Justice Information Systems (CJIS) Security Policy; U.S. International Traffic in Arms Regulations (ITAR); Export Administration Regulations (EAR); Department of Defense (DoD) Cloud Computing Security Requirements Guide (SRG) for Impact Levels 2, 4 and 5; FIPS 140-2; IRS-1075; and other compliance regimes.
AWS GovCloud (US-East) and (US-West) Regions are operated by employees who are U.S. citizens on U.S. soil. AWS GovCloud (US) is only accessible to U.S. entities and root account holders who pass a screening process. Customers must confirm that they will only use a U.S. person (green card holder or citizen as defined by the U.S. Department of State) to manage and access root account keys to these regions.
From Controlled Unclassified Information (CUI), Personally Identifiable Information (PII), sensitive patient medical records, and financial data to law enforcement data, export controlled data and other forms of CUI, AWS GovCloud (US) Regions can help customers address compliance at every stage of their cloud journey.