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.


To enable monitoring for this service, you need

  • An Environment or Cluster ActiveGate version 1.197+
    Note: For role-based access (whether in a SaaS or Managed deployment), you need an Environment ActiveGate installed on an AWS 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.

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 services (All monitored Amazon services) and, for each supporting service, a list of optional permissions specific to that service.

Example of JSON policy for one single service.

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 monitored Amazon services.

Enable monitoring

To enable monitoring for this service, you first need to integrate Dynatrace with Amazon Web Services:

Add the service to monitoring

In order to view the service metrics, you must add the service to monitoring in your Dynatrace environment.

Cloud-service monitoring consumption

As of 2021, all cloud services consume Davis data units (DDUs). The amount of DDU consumption per service instance depends on the number of monitored metrics and their dimensions (each metric dimension results in the ingestion of 1 data point; 1 data point consumes 0.001 DDUs).

Monitor resources based on tags

You can choose to monitor resources based on existing AWS tags, as Dynatrace automatically imports them from service instances. Nevertheless, the transition from AWS to Dynatrace tagging isn't supported for all AWS services. Expand the table below to see which supporting services are filtered by tagging.

To monitor resources based on tags

  1. In the Dynatrace menu, go to Settings > Cloud and virtualization > AWS and select Edit for the desired AWS instance.
  2. For Resources to be monitored, select Monitor resources selected by tags.
  3. Enter the Key and Value.
  4. Select Save.

Configure service metrics

Once you add a service, Dynatrace starts automatically collecting a suite of metrics for this particular service. These are recommended metrics.

Recommended metrics:

  • Are enabled by default
  • Can't be disabled
  • Can have recommended dimensions (enabled by default, can't be disabled)
  • Can have optional dimensions (disabled by default, can be enabled)

Apart from the recommended metrics, most services have the possibility of enabling optional metrics.

Optional metrics:

  • Can be added and configured manually

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

  1. In the Dynatrace menu, go to Technologies and processes.
  2. Filter by service name and select the relevant custom device group.
  3. Once you select the custom device group, you're on the custom device group overview page.
  4. 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.
Note: 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.
Note: 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.

Available metrics

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 ✔️