Overview

Introduction

The AmazonConnect connector is a part of the 2Ring Dashboards & Wallboards (DW) ecosystem that enables seamless integration with Amazon Connect, a cloud-based contact center platform provided by AWS. It retrieves both real-time and historical data from Amazon Connect APIs and Amazon Kinesis Streams, transforming them into actionable visualizations using DW Layouts and Widgets.

The connector supports a wide range of metrics across agents, queues, and contacts. It enables contact center supervisors and managers to monitor performance, analyze KPIs, and make informed decisions — all within the unified 2Ring DW interface.

Data Sources

The AmazonConnect connector retrieves data from two primary sources:

  • Amazon Connect API – Used for accessing agent states, queue and routing profile definitions, and current metrics.

  • Amazon Kinesis Data Stream – Used for retrieving streaming data, such as agent events and completed contacts. This allows the connector to reflect near real-time activity in grids and dashboards.

To enable data retrieval, appropriate AWS credentials and permissions must be configured. The connector supports enhanced fan-out for high-throughput Kinesis consumption.

Built-in Calculations

The AmazonConnect connector provides built-in Grid and KPI Calculation Functions that cover real-time and historical data for agents, queues, and contacts. These calculations are ready to use in dashboards and can be combined to support both operational monitoring and long-term performance analysis.

License Filters

Licensing is based on the number of agents logged into Amazon Connect and can be scoped using queue-based license filters to control visibility and consumption.

Customization

If advanced customization is needed, such as adding columns based on contact attributes, the 2Ring Support Team can assist by configuring the Completed Contacts Attributes grid using metadata-based mappings.

To request configuration changes, please contact 2Ring Support.

Use Cases

The AmazonConnect connector is ideal for organizations using Amazon Connect as their telephony platform and needing:

  • Live wallboards to monitor agent availability and queue statuses

  • Interval-based performance reports

  • Contact trace data enriched with custom attributes

  • Compliance insights based on handle time, adherence, or missed contacts