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Amazon Connect - Runbook & Reference

中文 · GitHub source Facts verified against official AWS documentation: 2026-08-19

Overview

Amazon Connect is a cloud contact center that lets you build and manage customer communication experiences. Amazon Connect now refers to a portfolio of agentic solutions for business functions; the legacy contact center product is called Amazon Connect Customer (or simply Customer). Connect Customer provides voice, chat, SMS, and task channels, intelligent routing, real-time metrics, and AI-powered capabilities, and you pay only for what you use.

Key concepts

  • Contact center: the hub where customers reach agents through voice, chat, SMS, or tasks, and where interactions are recorded, routed, and measured.
  • Phone numbers and channels: provision phone numbers (local, toll-free, DID) and enable chat/SMS channels for customer entry points.
  • Flows (contact flows): visual, drag-and-drop workflows that define how contacts are handled (IVR menus, queueing, attributes, transfers, Lambda integration).
  • Queues and routing profiles: queues hold contacts waiting for agents; routing profiles map agents to queues and prioritize contact types.
  • Agent workspace: the agent UI for handling contacts, chat, and tasks, with integrated CRM and other applications.
  • Supervisor and analytics: real-time and historical metrics, dashboards, and reporting for queue performance and agent productivity.
  • Integration: connect to AWS services (Lambda, Lex, DynamoDB, S3, Kinesis) and third-party CRM/ticketing systems.
  • Pay-per-use: you pay for usage (voice minutes, chat/SMS messages, tasks) without long-term contracts.

Common operations (AWS CLI)

# List instances and claim a phone number
aws connect list-instances
aws connect claim-phone-number --phone-number countryCode=+1,type=TOLL_FREE

# Create a queue, routing profile, and user
aws connect create-queue --instance-id <instance-id> --name support \
  --hours-of-operation-id <hours-id>
aws connect create-routing-profile --instance-id <instance-id> \
  --name main --default-outbound-queue-id <queue-id> \
  --queue-configs file://queues.json
aws connect create-user --instance-id <instance-id> --username agent1 \
  --routing-profile-id <profile-id> --identity-info file://identity.json \
  --phone-config '{"PhoneType":"SOFT_PHONE"}'

# Monitor contacts
aws connect list-contact-flow --instance-id <instance-id>
aws connect get-current-metric-data --instance-id <instance-id> \
  --filters file://filters.json --current-metrics file://metrics.json

Best practices

  • Design flows with clear entry points, error handling, and escalation paths; test flows in a staging instance first.
  • Use routing profiles and queues to match contact priority and agent skill instead of manual transfers.
  • Integrate Lambda for dynamic data (customer lookup, attribute enrichment) and Lex for self-service.
  • Record and transcribe calls where compliance requires; store recordings in encrypted S3.
  • Monitor real-time metrics (queue length, abandonment) and set alarms for degradation.
  • Control access with IAM and Connect permission profiles; keep the root user out of day-to-day administration.

Troubleshooting

Symptom Checks and fixes
Calls not routing Check the contact flow, queue/routing profile association, and phone number status.
Agents cannot receive contacts Verify agent user setup, routing profile, and channel availability.
Flow errors Test the flow with sample attributes; check Lambda integration and permissions.
No metrics Confirm the queue/agent is in the metrics filters and the instance Region matches.
Recording missing Check recording configuration, S3 bucket permissions, and encryption keys.

Limits

Phone numbers per instance, concurrent contacts, and API request rates have quotas; contact limits vary by Region and instance type. See the Amazon Connect endpoints and quotas page and Service Quotas console for current values.

Official references