The document provides an overview and summary of Amazon Connect and Contact Lens. It begins with introductions to AWS User Groups of Florida and the presenter. It then provides a high-level overview of Amazon Connect, including its key features like contact flows, queues, metrics, data storage and event streams. It also summarizes Contact Lens and how it can be used for sentiment analysis and quality monitoring. The presentation concludes with a discussion on how these services can be extended and a contact for the presenting company.

1. Exploring Contact Lens and Amazon Connect
AWS User Groups of Florida –Virtual
August 19th, 2020

2. AWS User Groups of Florida – Updates
• Our first virtual MeetUp… after 6 years of in-person MeetUps
• Collaborate with us after the MeetUp!
• Future MeetUps – Presenters?Topics? Formats?
• Slideshare – Keep an eye on our MeetUp Page – we will post a link to the Slides
• Youtube – Keep an eye on our MeetUp Page – we will post a link to theVideo
• Slack – Keep the conversation going - http://aws-usergroup-florida.slack.com/
• Today’s MeetUp Format
• Ask questions and answer the presenter’s questions with sli.do (Event 30920) or go to
https://app.sli.do/event/wh4c490s

3. AWS User Groups of Florida – Coverage
• Doral: https://www.meetup.com/AWSUserGroupDoral
• Miami: https://www.meetup.com/Miami-AWS-Users-Group
• Miami Beach: https://www.meetup.com/aws-user-group-miami
• Fort Lauderdale: https://www.meetup.com/South-Florida-Amazon-Web-Services-Meetup
• Boca Raton: https://www.meetup.com/awsflorida
• Orlando: https://www.meetup.com/Orlando-AWS-Users-Group
• Tampa: https://www.meetup.com/Tampa-AWS-Users-Group
• Jacksonville: https://www.meetup.com/AWS-User-Groups-of-Florida-Jacksonville

4. Who am I?
• Who am I?

5. Who is CloudHesive?
• Professional Services
• Assessment (Current environment,
datacenter or cloud)
• Strategy (Getting to the future state)
• LandingZone (Pre-Migration)
• Migration (Environment-to-cloud,
Datacenter-to-cloud)
• Implementation (Point solutions)
• Support (Break/fix and ongoing
enhancement)
• DevOps Services
• Assessment
• Strategy
• Implementation (Point solutions)
• Management (Supporting infrastructure,
solutions or ongoing enhancement)
• Support (Break/fix and ongoing
enhancement)
• Managed Security Services (SecOps)
• Encryption as a Service (EaaS) –
encryption at rest/in flight
• End Point Security as a Service
• Threat Management
• SOC IIType 2Validated
• Next Generation Managed Services
(MSP)
• Leveraging our Professional, DevOps
and Managed Security Services
• Single payer billing
• Intelligent operations and
automation
• AWS Audited
• Cost Management

6. Choose your own adventure
• How familiar are you with Contact Center Operations/Technology?
• How familiar are you with AWS? What aspects?
• How familiar are you with Amazon Connect?

7. Agenda
• Introduction
• Amazon Connect Overview
• Amazon Connect Deep Dive
• Contact Lens Overview
• Contact LensWalkthrough
• Conclusion

8. Amazon Connect Overview
• ACD-as-a-service
• ProvisionToll Free orToll Numbers
• Port in/port out existing numbers
• Outbound Caller ID Name + Number
• Pre-configurable speed dial numbers
• Environment ready within minutes from provisioning (regardless of size)
• Near-infinite capacity
• Multi-Channel (Voice, Chat)
• Simple pricing:
• Per minute/message, per leg (Inbound from customer, outbound to agent, platform usage)
• Per day, per number
• Supports Data encryption at rest with Key Management Service (KMS)
• Reports, Recordings
• Supports Data encryption in flight with customer supplied key
• Credit-card-in-IVR-collection

9. Amazon Connect Users
• Integrates with your existing technology footprint
• Active Directory (or use Directory Service) or SAML
• User provisioning requires less than 30 seconds of administrator time (point and click), can
be automated through API and supports bulk provisioning
• Connectivity
• WebRTC stream can be routed over Direct Connect
• Granular role/permission assignment; Does not need to conform
Traditional Administrator/Supervisor/Agent roles
• Empower your business to run their business
• Supports hierarchies (Supervisor, Lead,Tier 3,Tier 2,Tier 1, etc.) for
reporting purposes
• Administrative Changes are Logged
• Agent Status Changes are Logged

10. Amazon Connect Queues
• Supports Hours of Operations
• Define a maximum number of calls for overflow capabilities
• Supports prioritization and skill based routing (routing profile)
• Supports custom statuses (On Break, etc.) for reporting and routing
purposes

11. Amazon Connect Contact Flows
• IVR-as-a-service
• Each leg of the call can be influenced:
• What caller first sees/hears
• What caller sees/hears when in queue
• What caller sees/hears when connecting to an agent
• What agent sees/hears when connecting to a caller
• Enable/disable recording of caller/agent legs
• Play custom audio or text to speech or text (numerous languages and voices)
• Menus + Digit collection
• Percentage allocation, look ahead routing, error handling, timeout handling, default routing
• Speech to text/natural language processing (via Lex)
• Programmatic functions (via Lambda) – perform real time data lookup against nearly anything, based on
call data, pass results back to the call
• Pass data to Agent (via JavaScript API), CTR (via Kinesis) or lookup historically via
Administrator/Supervisory view

12. Amazon Connect Metrics
• Per Call
• CustomerTrace Record (CTR)
• Call Recording
• Sent to S3
• Administrator/Supervisor
• Trailing since midnight, Past n hours
• 30 minute granularity
• Built in reports/dashboards
• Real time + Historical
• Detailed data extracts
• CSV to S3, transferred hourly
• Basic
• CloudWatch
• Per Agent
• Agent Event
• Streams API

13. Data Storage
• Recordings (Voice) => S3 as WAV
• Transcripts (Chat) => S3 as JSON
• Streaming (Voice) => Kinesis as PCM
• Reports (Data) => S3 as CSV

14. Event Streams (CTR and Agent)
• CTR => Kinesis (Stream) as JSON
• Lifecycle of the Contact
• Agent Event => Kinesis (Stream) as JSON
• Lifecycle of the Agent

15. Kinesis Destinations
• Kinesis (Stream) to:
• Lambda (Destination)
• Kinesis (Analytics)
• Kinesis (Firehose)
• Kinesis (Analytics) to:
• Kinesis (Firehose)
• Kinesis (Streams
• Lambda (Preprocessing or Destination)
• Kinesis (Firehose) to:
• Lambda (Transforms)
• S3
• Redshift
• ElasticSearch (AWS)
• Splunk

16. Kinesis Common Problems and Solutions
• Contact ID is not a primary key – multiple streams will be emitted per
Contact ID. Historical reporting should omit all but the newest.
• Sometimes weird things happen  - missing Contact IDs,
Timestamps, or lack of “Finalization”. Generally self resolved and
backfilled.
• Forget to enable Kinesis for CTRs? Once enabled, you can “replay”
contacts (by adding an arbitrary attribute) which will then send them
through Kinesis.

17. SDK
• Agent
• Javascript SDK (“Streams API”)
• Examples
• http://connectdemo.com/
• https://github.com/amazon-connect/amazon-connect-streams
• Chat
• Connect SDK (x2)
• Examples
• https://github.com/amazon-connect/amazon-connect-chat-ui-examples/

18. Lex
• Monitoring
• Transcripts => Cloudwatch
• Audio => S3
• Sentiment =>API
• Errors => Cloudwatch
• Best Practices
• DTMF Collection
• RegEx
• $LATEST != Production

19. Lambda
• Asynchronous approach can be taken for long running requests
• Max timeout is 8 seconds per function, or 30 seconds combined
• Input should be logged as JSON (Cloudwatch Insights parses it very
well)
• Output should be formatted as JSON (Connect is expecting it)

20. Lambda – Error Handling
• If no results, “No Results” should be emitted (as JSON) so we can handle it
• If error, Error should be emitted as JSON so we can handle it
• Good error handing means the Error flow will not be used – add a branch block to branch based on Error or
no Results
• Plan for unexpected results as well
• Have a method to measure each
• Good/bad inputs/outputs/processing?Systemic issue?
• Without error handling retries will occur (3 times or 8 seconds)
• https://docs.aws.amazon.com/connect/latest/adminguide/connect-lambda-functions.html
• https://docs.aws.amazon.com/lambda/latest/dg/nodejs-exceptions.html

21. Lambda – Lifecycle Management
• Environment can be passed as an attribute, negating the need to
maintain multiple, lifecycle specific functions
• ANI, among other system attributes can be overridden as custom
attributes, to facilitate testing

22. Operational Monitoring – Metrics
• [ "AWS/Billing", "EstimatedCharges", "ServiceName", "AmazonConnect", "Currency", "USD ]
• Value > x indicates change in usage pattern requiring further investigation
• [ "AWS/Billing", "EstimatedCharges", "ServiceName", " ContactCenterTelecomm ", "Currency", "USD ]
• Value > x indicates change in usage pattern requiring further investigation
• CallBackNotDialableNumber
• N/A
• CallRecordingUploadError
• Value should be 0
• Value > 0 indicates issue with S3 bucket or KMS key configuration
• CallsBreachingConcurrencyQuota
• Value should be 0
• Value > 0 indicates soft limit of Amazon Connect Instance exceeded
• CallsPerInterval
• Informational Only
• ConcurrentCalls
• Informational Only
• ConcurrentCallsPercentage
• Value should be < 50%
• Value > 50% indicates call pattern has changed and needs investigated, with a potential soft limit increase request submitted
• ContactFlowErrors
• Value should be 0
• Value > 0 indicates a potential configuration error with Contact Flow

23. Operational Monitoring – Metrics
• ContactFlowFatalErrors
• Value should be 0
• Value > 0 indicates a potential configuration error with Contact Flow
• LongestQueueWaitTime
• Informational Only
• Ideally < 300 seconds from a Contact Center performance perspective
• MisconfiguredPhoneNumbers
• Value should be 0
• Value > 0 indicates phone number missing Contact Flow assignment
• MissedCalls
• Value should be 0
• Value > 0 indicates potential agent technology or training issue
• PublicSigningKeyUsage
• N/A
• QueueCapacityExceededError
• Value should be 0
• Value > 0 indicates a potential configuration error with Contact Flow
• QueueSize
• Informational Only
• ThrottledCalls
• Value should be 0
• Value > 0 indicates soft limit of Amazon Connect Instance exceeded

24. Operational Monitoring – Logs
• Contact Flow Logs => Cloudwatch
• Lambda Functions => Cloudwatch
• Cloudwatch => Logs
• Lambda Logs can produce composite Metrics (dashboards, alarms) without
additional code

25. Operational Monitoring
• Reports

26. What is Contact Lens?
Contact Lens for Amazon Connect is a set of machine learning (ML)
capabilities integrated into Amazon Connect.With Contact Lens for
Amazon Connect, contact center supervisors can better understand
the sentiment, trends, and compliance of customer conversations to
effectively train agents, replicate successful interactions, and identify
crucial company and product feedback.
-AWS Marketing

27. What is sentiment analysis?
Sentiment analysis (also known as opinion mining or emotion AI)
refers to the use of natural language processing, text analysis,
computational linguistics, and biometrics to systematically identify,
extract, quantify, and study affective states and subjective
information. Sentiment analysis is widely applied to voice of the
customer materials such as reviews and survey responses, online and
social media, and healthcare materials for applications that range
from marketing to customer service to clinical medicine.
-Wikipedia

28. A brief history of quality in the Contact Center
• Tabulation/Notes/Desk-side monitoring
• Statistical Measurement/Ticketing/Remote-monitoring
• Scorecards
• Speech toText
• Speech Analytics

29. Why Contact Lens?
• Approximately same cost as third-party SaaS solution
• 62.5% of the cost of build-your-own-Transcribe-based solution
• Integrated with AmazonConnect from a supervisor interface perspective (single
login, single screen to do both call analytics and reporting), easier to onboard
and permission folks to and cleaner/more responsive
• Leverages the same integration approaches as AmazonConnect (APIs, data
sources, etc.)
• Supports multiple channels (e.g.Voice, Chat)
• Selectively enable/disable analytics (e.g. does not need to analyze 100% of
contacts nor do all calls need to be recorded), potential to offer different service
tiers to customers

30. What does it do?
• Analyzes displays both agent and customer side of conversation as
separate entities
• Handles content categorization (Present, Missing, Segment,
Channel, And/Or)
• Search (Keyword, Channel, Keyword, Sentiment, Non-talk time)
• Loudness/Speed/Overtalking Measurements
• Issue/Call Driver Identification
• Sensitive Data Redaction
• Multi Language/Accent Support

31. How do we extend its capabilities?
• Contact Lens + Lex
• Contact Lens lets us see what’s transpired during the call but what if we used
that information to tune the up-front experience?
• Implementing Lex + integration to a customer’s API allowed a talk
time reduction of 11 seconds
• How do we know the customer journey continues to remain relevant?
• Transcribed Audio (JSON) > Comprehend >Themes
• This is how we know if the customer journey continues to remain relevant.

32. Walkthrough

33. Conclusion
• Moving a Contact Center, while a seemingly arduous task can be done on an
expedited timeline with minimal up-front investment
• Adding additional capabilities can be done in an agile manner, again with
minimal up-front cost
• And finally, adding AI/ML based/powered services, such as Contact Lens to your
Contact Canter can be done with minimal effort, allowing you to better
understand and optimize your customer’s experience

34. Q&A

35. Contact Us
• Partner Solutions Finder
• https://aws.amazon.com/partners/find/partnerdetails/?n=CloudHesive&id=001E000000qK5f6IAC
• E-Mail
• sales@cloudhesive.com
• URL
• https://cloudhesive.com
• Phone
• United States: 800-860-2040 x1 (Miami, Florida, US & Norfolk,Virginia, US)
• Argentina: +54 (11) 51737475 x1 (Buenos Aires,AR & Santiago,CL)
• United Kingdom: +44 (20) 37955127 x1
• Australia: +61 (2) 80742932 x1