Amazon Connect monitoring

Dynatrace ingests metrics for multiple preselected namespaces, including Amazon Connect. You can view metrics for each service instance, split metrics into multiple dimensions, and create custom charts that you can pin to your dashboards.

Prerequisites

To enable monitoring for this service, you need

ActiveGate version 1.197+

For Dynatrace SaaS deployments, you need an Environment ActiveGate or a Multi-environment ActiveGate.

For role-based access in SaaS deployment, you need an Environment ActiveGate installed on an Amazon EC2 host.

Dynatrace version 1.200+
An updated AWS monitoring policy to include the additional AWS services.

To update the AWS IAM policy, use the JSON below, containing the monitoring policy (permissions) for all supporting services.

{
  "Version": "2012-10-17",
  "Statement": [
    {
      "Sid": "VisualEditor0",
      "Effect": "Allow",
      "Action": [
        "acm-pca:ListCertificateAuthorities",
        "apigateway:GET",
        "apprunner:ListServices",
        "appstream:DescribeFleets",
        "appsync:ListGraphqlApis",
        "athena:ListWorkGroups",
        "autoscaling:DescribeAutoScalingGroups",
        "cloudformation:ListStackResources",
        "cloudfront:ListDistributions",
        "cloudhsm:DescribeClusters",
        "cloudsearch:DescribeDomains",
        "cloudwatch:GetMetricData",
        "cloudwatch:GetMetricStatistics",
        "cloudwatch:ListMetrics",
        "codebuild:ListProjects",
        "datasync:ListTasks",
        "dax:DescribeClusters",
        "directconnect:DescribeConnections",
        "dms:DescribeReplicationInstances",
        "dynamodb:ListTables",
        "dynamodb:ListTagsOfResource",
        "ec2:DescribeAvailabilityZones",
        "ec2:DescribeInstances",
        "ec2:DescribeNatGateways",
        "ec2:DescribeSpotFleetRequests",
        "ec2:DescribeTransitGateways",
        "ec2:DescribeVolumes",
        "ec2:DescribeVpnConnections",
        "ecs:ListClusters",
        "eks:ListClusters",
        "elasticache:DescribeCacheClusters",
        "elasticbeanstalk:DescribeEnvironmentResources",
        "elasticbeanstalk:DescribeEnvironments",
        "elasticfilesystem:DescribeFileSystems",
        "elasticloadbalancing:DescribeInstanceHealth",
        "elasticloadbalancing:DescribeListeners",
        "elasticloadbalancing:DescribeLoadBalancers",
        "elasticloadbalancing:DescribeRules",
        "elasticloadbalancing:DescribeTags",
        "elasticloadbalancing:DescribeTargetHealth",
        "elasticmapreduce:ListClusters",
        "elastictranscoder:ListPipelines",
        "es:ListDomainNames",
        "events:ListEventBuses",
        "firehose:ListDeliveryStreams",
        "fsx:DescribeFileSystems",
        "gamelift:ListFleets",
        "glue:GetJobs",
        "inspector:ListAssessmentTemplates",
        "kafka:ListClusters",
        "kinesis:ListStreams",
        "kinesisanalytics:ListApplications",
        "kinesisvideo:ListStreams",
        "lambda:ListFunctions",
        "lambda:ListTags",
        "lex:GetBots",
        "logs:DescribeLogGroups",
        "mediaconnect:ListFlows",
        "mediaconvert:DescribeEndpoints",
        "mediapackage-vod:ListPackagingConfigurations",
        "mediapackage:ListChannels",
        "mediatailor:ListPlaybackConfigurations",
        "opsworks:DescribeStacks",
        "qldb:ListLedgers",
        "rds:DescribeDBClusters",
        "rds:DescribeDBInstances",
        "rds:DescribeEvents",
        "rds:ListTagsForResource",
        "redshift:DescribeClusters",
        "robomaker:ListSimulationJobs",
        "route53:ListHostedZones",
        "route53resolver:ListResolverEndpoints",
        "s3:ListAllMyBuckets",
        "sagemaker:ListEndpoints",
        "sns:ListTopics",
        "sqs:ListQueues",
        "storagegateway:ListGateways",
        "sts:GetCallerIdentity",
        "swf:ListDomains",
        "tag:GetResources",
        "tag:GetTagKeys",
        "transfer:ListServers",
        "workmail:ListOrganizations",
        "workspaces:DescribeWorkspaces"
      ],
      "Resource": "*"
    }
  ]
}

If you don't want to add permissions to all services, and just select permissions for certain services, consult the table below. The table contains a set of permissions that are required for All AWS cloud services and, for each supporting service, a list of optional permissions specific to that service.

Permissions required for AWS monitoring integration:

"cloudwatch:GetMetricData"
"cloudwatch:GetMetricStatistics"
"cloudwatch:ListMetrics"
"sts:GetCallerIdentity"
"tag:GetResources"
"tag:GetTagKeys"
"ec2:DescribeAvailabilityZones"

Name

Permissions

All monitored Amazon services required

cloudwatch:GetMetricData,
cloudwatch:GetMetricStatistics,
cloudwatch:ListMetrics,
sts:GetCallerIdentity,
tag:GetResources,
tag:GetTagKeys,
ec2:DescribeAvailabilityZones

AWS Certificate Manager Private Certificate Authority

acm-pca:ListCertificateAuthorities

Amazon MQ

Amazon API Gateway

apigateway:GET

AWS App Runner

apprunner:ListServices

Amazon AppStream

appstream:DescribeFleets

AWS AppSync

appsync:ListGraphqlApis

Amazon Athena

athena:ListWorkGroups

Amazon Aurora

rds:DescribeDBClusters

Amazon EC2 Auto Scaling

autoscaling:DescribeAutoScalingGroups

Amazon EC2 Auto Scaling (built-in)

autoscaling:DescribeAutoScalingGroups

AWS Billing

Amazon Keyspaces

AWS Chatbot

Amazon CloudFront

cloudfront:ListDistributions

AWS CloudHSM

cloudhsm:DescribeClusters

Amazon CloudSearch

cloudsearch:DescribeDomains

AWS CodeBuild

codebuild:ListProjects

Amazon Cognito

Amazon Connect

Amazon Elastic Kubernetes Service (EKS)

eks:ListClusters

AWS DataSync

datasync:ListTasks

Amazon DynamoDB Accelerator (DAX)

dax:DescribeClusters

AWS Database Migration Service (AWS DMS)

dms:DescribeReplicationInstances

Amazon DocumentDB

rds:DescribeDBClusters

AWS Direct Connect

directconnect:DescribeConnections

Amazon DynamoDB

dynamodb:ListTables

Amazon DynamoDB (built-in)

dynamodb:ListTables,
dynamodb:ListTagsOfResource

Amazon EBS

ec2:DescribeVolumes

Amazon EBS (built-in)

ec2:DescribeVolumes

Amazon EC2 API

Amazon EC2 (built-in)

ec2:DescribeInstances

Amazon EC2 Spot Fleet

ec2:DescribeSpotFleetRequests

Amazon Elastic Container Service (ECS)

ecs:ListClusters

Amazon ECS Container Insights

ecs:ListClusters

Amazon ElastiCache (EC)

elasticache:DescribeCacheClusters

AWS Elastic Beanstalk

elasticbeanstalk:DescribeEnvironments

Amazon Elastic File System (EFS)

elasticfilesystem:DescribeFileSystems

Amazon Elastic Inference

Amazon Elastic Map Reduce (EMR)

elasticmapreduce:ListClusters

Amazon Elasticsearch Service (ES)

es:ListDomainNames

Amazon Elastic Transcoder

elastictranscoder:ListPipelines

Amazon Elastic Load Balancer (ELB) (built-in)

elasticloadbalancing:DescribeInstanceHealth,
elasticloadbalancing:DescribeListeners,
elasticloadbalancing:DescribeLoadBalancers,
elasticloadbalancing:DescribeRules,
elasticloadbalancing:DescribeTags,
elasticloadbalancing:DescribeTargetHealth

Amazon EventBridge

events:ListEventBuses

Amazon FSx

fsx:DescribeFileSystems

Amazon GameLift

gamelift:ListFleets

AWS Glue

glue:GetJobs

Amazon Inspector

inspector:ListAssessmentTemplates

AWS Internet of Things (IoT)

AWS IoT Analytics

Amazon Managed Streaming for Kafka

kafka:ListClusters

Amazon Kinesis Data Analytics

kinesisanalytics:ListApplications

Amazon Data Firehose

firehose:ListDeliveryStreams

Amazon Kinesis Data Streams

kinesis:ListStreams

Amazon Kinesis Video Streams

kinesisvideo:ListStreams

AWS Lambda

lambda:ListFunctions

AWS Lambda (built-in)

lambda:ListFunctions,
lambda:ListTags

Amazon Lex

lex:GetBots

Amazon Application and Network Load Balancer (built-in)

Amazon CloudWatch Logs

logs:DescribeLogGroups

AWS Elemental MediaConnect

mediaconnect:ListFlows

AWS Elemental MediaConvert

mediaconvert:DescribeEndpoints

AWS Elemental MediaPackage Live

mediapackage:ListChannels

AWS Elemental MediaPackage Video on Demand

mediapackage-vod:ListPackagingConfigurations

AWS Elemental MediaTailor

mediatailor:ListPlaybackConfigurations

Amazon VPC NAT Gateways

ec2:DescribeNatGateways

Amazon Neptune

rds:DescribeDBClusters

AWS OpsWorks

opsworks:DescribeStacks

Amazon Polly

Amazon QLDB

qldb:ListLedgers

Amazon RDS

rds:DescribeDBInstances

Amazon RDS (built-in)

rds:DescribeDBInstances,
rds:DescribeEvents,
rds:ListTagsForResource

Amazon Redshift

redshift:DescribeClusters

Amazon Rekognition

AWS RoboMaker

robomaker:ListSimulationJobs

Amazon Route 53

route53:ListHostedZones

Amazon Route 53 Resolver

route53resolver:ListResolverEndpoints

Amazon S3

s3:ListAllMyBuckets

Amazon S3 (built-in)

s3:ListAllMyBuckets

Amazon SageMaker Batch Transform Jobs

Amazon SageMaker Endpoint Instances

sagemaker:ListEndpoints

Amazon SageMaker Endpoints

sagemaker:ListEndpoints

Amazon SageMaker Ground Truth

Amazon SageMaker Processing Jobs

Amazon SageMaker Training Jobs

AWS Service Catalog

Amazon Simple Email Service (SES)

Amazon Simple Notification Service (SNS)

sns:ListTopics

Amazon Simple Queue Service (SQS)

sqs:ListQueues

AWS Systems Manager - Run Command

AWS Step Functions

AWS Storage Gateway

storagegateway:ListGateways

Amazon SWF

swf:ListDomains

Amazon Textract

AWS IoT Things Graph

AWS Transfer Family

transfer:ListServers

AWS Transit Gateway

ec2:DescribeTransitGateways

Amazon Translate

AWS Trusted Advisor

AWS API Usage

AWS Site-to-Site VPN

ec2:DescribeVpnConnections

AWS WAF Classic

AWS WAF

Amazon WorkMail

workmail:ListOrganizations

Amazon WorkSpaces

workspaces:DescribeWorkspaces

Example of JSON policy for one single service.

{
  "Version": "2012-10-17",
  "Statement": [
          {
                  "Sid": "VisualEditor0",
                  "Effect": "Allow",
                  "Action": [
                          "apigateway:GET",
                          "cloudwatch:GetMetricData",
                          "cloudwatch:GetMetricStatistics",
                          "cloudwatch:ListMetrics",
                          "sts:GetCallerIdentity",
                          "tag:GetResources",
                          "tag:GetTagKeys",
                          "ec2:DescribeAvailabilityZones"
                  ],
                  "Resource": "*"
          }
      ]
}

In this example, from the complete list of permissions you need to select

"apigateway:GET" for Amazon API Gateway
"cloudwatch:GetMetricData", "cloudwatch:GetMetricStatistics", "cloudwatch:ListMetrics", "sts:GetCallerIdentity", "tag:GetResources", "tag:GetTagKeys", and "ec2:DescribeAvailabilityZones" for All AWS cloud services.

Enable monitoring

To learn how to enable service monitoring, see Enable service monitoring.

View service metrics

You can view the service metrics in your Dynatrace environment either on the custom device overview page or on your Dashboards page.

View metrics on the custom device overview page

To access the custom device overview page

Go to Technologies & Processes or Technologies & Processes Classic (latest Dynatrace).
Filter by service name and select the relevant custom device group.
Once you select the custom device group, you're on the custom device group overview page.
The custom device group overview page lists all instances (custom devices) belonging to the group. Select an instance to view the custom device overview page.

View metrics on your dashboard

After you add the service to monitoring, a preset dashboard containing all recommended metrics is automatically listed on your Dashboards page. To look for specific dashboards, filter by Preset and then by Name.

AWS presets

For existing monitored services, you might need to resave your credentials for the preset dashboard to appear on the Dashboards page. To resave your credentials, go to Settings > Cloud and virtualization > AWS, select the desired AWS instance, and then select Save.

You can't make changes on a preset dashboard directly, but you can clone and edit it. To clone a dashboard, open the browse menu (…) and select Clone.

To remove a dashboard from the dashboards page, you can hide it. To hide a dashboard, open the browse menu (…) and select Hide.

Hiding a dashboard doesn't affect other users.

Clone hide AWS

To check the availability of preset dashboards for each AWS service, see the list below.

AWS service

Preset dashboard

Amazon EC2 Auto Scaling (built-in)

AWS Lambda (built-in)

Amazon Application and Network Load Balancer (built-in)

Amazon DynamoDB (built-in)

Amazon EBS (built-in)

Amazon EC2 (built-in)

Amazon Elastic Load Balancer (ELB) (built-in)

Amazon RDS (built-in)

Amazon S3 (built-in)

AWS Certificate Manager Private Certificate Authority

All monitored Amazon services

Amazon API Gateway

AWS App Runner

Amazon AppStream

AWS AppSync

Amazon Athena

Amazon Aurora

Amazon EC2 Auto Scaling

AWS Billing

Amazon Keyspaces

AWS Chatbot

Amazon CloudFront

AWS CloudHSM

Amazon CloudSearch

AWS CodeBuild

Amazon Cognito

Amazon Connect

AWS DataSync

Amazon DynamoDB Accelerator (DAX)

AWS Database Migration Service (AWS DMS)

Amazon DocumentDB

AWS Direct Connect

Amazon DynamoDB

Amazon EBS

Amazon EC2 Spot Fleet

Amazon EC2 API

Amazon Elastic Container Service (ECS)

Amazon ECS Container Insights

Amazon Elastic File System (EFS)

Amazon Elastic Kubernetes Service (EKS)

Amazon ElastiCache (EC)

AWS Elastic Beanstalk

Amazon Elastic Inference

Amazon Elastic Transcoder

Amazon Elastic Map Reduce (EMR)

Amazon Elasticsearch Service (ES)

Amazon EventBridge

Amazon FSx

Amazon GameLift

AWS Glue

Amazon Inspector

AWS Internet of Things (IoT)

AWS IoT Things Graph

AWS IoT Analytics

Amazon Managed Streaming for Kafka

Amazon Kinesis Data Analytics

Amazon Data Firehose

Amazon Kinesis Data Streams

Amazon Kinesis Video Streams

AWS Lambda

Amazon Lex

Amazon CloudWatch Logs

AWS Elemental MediaTailor

AWS Elemental MediaConnect

AWS Elemental MediaConvert

AWS Elemental MediaPackage Live

AWS Elemental MediaPackage Video on Demand

Amazon MQ

Amazon VPC NAT Gateways

Amazon Neptune

AWS OpsWorks

Amazon Polly

Amazon QLDB

Amazon RDS

Amazon Redshift

Amazon Rekognition

AWS RoboMaker

Amazon Route 53

Amazon Route 53 Resolver

Amazon S3

Amazon SageMaker Batch Transform Jobs

Amazon SageMaker Endpoints

Amazon SageMaker Endpoint Instances

Amazon SageMaker Ground Truth

Amazon SageMaker Processing Jobs

Amazon SageMaker Training Jobs

AWS Service Catalog

Amazon Simple Email Service (SES)

Amazon Simple Notification Service (SNS)

Amazon Simple Queue Service (SQS)

AWS Systems Manager - Run Command

AWS Step Functions

AWS Storage Gateway

Amazon SWF

Amazon Textract

AWS Transfer Family

AWS Transit Gateway

Amazon Translate

AWS Trusted Advisor

AWS API Usage

AWS Site-to-Site VPN

AWS WAF Classic

AWS WAF

Amazon WorkMail

Amazon WorkSpaces

Available metrics

InstanceId is the main dimension.

Name

Description

Unit

Statistics

Dimensions

Recommended

CallBackNotDialableNumber

The number of times a queued callback to a customer could not be dialed because the customer's number is in a country for which outbound calls are not allowed for the instance

Count

Sum

InstanceId, ContactFlowName, MetricGroup

CallRecordingUploadError

The number of call recordings that failed to upload to the Amazon S3 bucket configured for your instance

Count

Sum

InstanceId, MetricGroup

CallsBreachingConcurrencyQuota

The total number of voice calls that exceeded the concurrent calls quota for the instance

Count

Sum

CallsPerInterval

The number of voice calls, both inbound and outbound, received or placed per second in the instance

Count

Multi

InstanceId, MetricGroup

ConcurrentCalls

The number of concurrent active voice calls in the instance at the time the data is displayed on the dashboard

Count

Multi

InstanceId, MetricGroup

ConcurrentCallsPercentage

The percentage of the concurrent active voice calls service quota used in the instance

Percent

Multi

InstanceId, MetricGroup

ContactFlowErrors

The number of times the error branch for a contact flow was executed

Count

Sum

InstanceId, ContactFlowName, MetricGroup

ContactFlowFatalErrors

The number of times a contact flow failed to execute due to a system error

Count

Sum

InstanceId, ContactFlowName, MetricGroup

LongestQueueWaitTime

The longest amount of time, in seconds, that a contact waited in a queue

Seconds

Multi

InstanceId, MetricGroup, QueueName

MisconfiguredPhoneNumbers

The number of calls that failed because the phone number is not associated with a contact flow

Count

Sum

InstanceId, MetricGroup

MissedCalls

The number of voice calls that were missed by agents during the refresh interval selected, such as 1 minute or 5 minutes. A missed call is one that is not answered by an agent within 20 seconds.

Count

Multi

InstanceId, MetricGroup

PublicSigningKeyUsage

The number of times a contact flow security key (public signing key) was used to encrypt customer input in a contact flow

Count

Sum

InstanceId, SigningKeyId

QueueCapacityExceededError

The number of calls that were rejected because the queue was full

Count

Sum

InstanceId, MetricGroup, QueueName

QueueSize

The number of contacts in the queue

Count

Multi

InstanceId, MetricGroup, QueueName

ThrottledCalls

The number of voice calls that were rejected because the rate of calls per second exceeded the maximum supported quota

Count

Sum

InstanceId, MetricGroup

ToInstancePacketLossRate

The ratio of packet loss for calls in the instance, reported every 10 seconds. Each data point is between 0 and 1, which represents the ratio of packets lost for the instance.

None

Multi

Region, Instance ID, Participant, Stream Type, Type of Connection