Amazon Connect

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

an Environment or Cluster ActiveGate version 1.197+
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.

Predefined policy in JSON

Download

{
   "Version": "2012-10-17",
   "Statement": [
      {
         "Sid": "VisualEditor0",
         "Effect": "Allow",
         "Action": [
            "ec2:DescribeInstances",
            "support:DescribeTrustedAdvisorCheckResult",
            "athena:ListWorkGroups",
            "elasticbeanstalk:DescribeEnvironmentResources",
            "appsync:ListGraphqlApis",
            "kinesis:ListStreams",
            "elasticbeanstalk:DescribeEnvironments",
            "ec2:DescribeVolumes",
            "support:DescribeTrustedAdvisorCheckSummaries",
            "kinesisanalytics:ListApplications",
            "codebuild:ListProjects",
            "datasync:ListTasks",
            "mediaconnect:ListFlows",
            "cloudformation:ListStackResources",
            "mediatailor:ListPlaybackConfigurations",
            "support:SearchForCases",
            "lambda:ListFunctions",
            "support:DescribeCases",
            "chatbot:DescribeSlackChannels",
            "transfer:ListServers",
            "cloudwatch:GetMetricStatistics",
            "support:DescribeAttachment",
            "chatbot:DescribeSlackWorkspaces",
            "workmail:ListOrganizations",
            "firehose:ListDeliveryStreams",
            "eks:ListClusters",
            "ec2:DescribeSubnets",
            "swf:ListDomains",
            "support:DescribeTrustedAdvisorCheckRefreshStatuses",
            "tag:GetResources",
            "dynamodb:ListTables",
            "qldb:ListLedgers",
            "sns:ListTopics",
            "dynamodb:ListTagsOfResource",
            "dax:DescribeClusters",
            "support:DescribeTrustedAdvisorChecks",
            "cloudwatch:ListMetrics",
            "cloudhsm:DescribeClusters",
            "storagegateway:ListGateways",
            "ec2:DescribeAvailabilityZones",
            "lambda:ListTags",
            "rds:DescribeDBInstances",
            "support:DescribeSeverityLevels",
            "cloudsearch:DescribeDomains",
            "rds:DescribeEvents",
            "dms:DescribeReplicationInstances",
            "route53:ListHostedZones",
            "events:ListEventBuses",
            "chatbot:DescribeChimeWebhookConfigurations",
            "ec2:DescribeSecurityGroups",
            "es:ListDomainNames",
            "rds:ListTagsForResource",
            "s3:ListAllMyBuckets",
            "ec2:DescribeVpcs",
            "opsworks:DescribeStacks",
            "kinesisvideo:ListStreams",
            "chatbot:DescribeSlackChannelConfigurations",
            "chatbot:GetSlackOauthParameters",
            "elastictranscoder:ListPipelines",
            "elasticloadbalancing:DescribeLoadBalancers",
            "autoscaling:DescribeAutoScalingGroups",
            "support:DescribeSupportLevel",
            "support:DescribeCaseAttributes",
            "elasticloadbalancing:DescribeInstanceHealth",
            "apigateway:GET",
            "workspaces:DescribeWorkspaces",
            "support:DescribeServices",
            "support:DescribeCommunications",
            "support:DescribeIssueTypes",
            "elasticloadbalancing:DescribeRules",
            "elasticache:DescribeCacheClusters",
            "fsx:DescribeFileSystems",
            "kafka:ListClusters",
            "cloudwatch:GetMetricData",
            "route53resolver:ListResolverEndpoints",
            "tag:GetTagKeys",
            "ec2:DescribeNetworkInterfaces",
            "elasticloadbalancing:DescribeListeners",
            "elasticmapreduce:ListClusters",
            "appstream:DescribeFleets",
            "elasticfilesystem:DescribeFileSystems",
            "ecs:ListClusters",
            "sqs:ListQueues",
            "logs:DescribeLogGroups",
            "elasticloadbalancing:DescribeTags",
            "mediaconvert:DescribeEndpoints",
            "ec2:DescribeNatGateways",
            "robomaker:ListSimulationJobs",
            "ec2:DescribeSpotFleetRequests",
            "mediapackage:ListChannels",
            "cloudfront:ListDistributions",
            "elasticloadbalancing:DescribeTargetHealth",
            "redshift:DescribeClusters",
            "mediapackage-vod:ListPackagingGroups",
            "mediapackage-vod:ListPackagingConfigurations",
            "sts:GetCallerIdentity",
            "rds:DescribeDBClusters",
            "directconnect:DescribeConnections"
         ],
         "Resource": "*"
      }
   ]
}

Add the service to monitoring

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

To add a service to monitoring

Go to Settings > Cloud and virtualization and select AWS.
On the AWS overview page, scroll down and select the desired AWS instance. Select the Edit button.
Scroll down and select Add service. Choose the service name from the drop-down and select Add service.
Select Save changes.

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

To add and configure metrics

Go to Settings > Cloud and virtualization and select AWS.
On the AWS overview page, scroll down and select the desired AWS instance. Select the Edit button.
Scroll down to the Supporting services section and select Manage services.
To add a metric, select the service for which you want to add metrics.
Select Add metric.
From the menu, select the metric you want.
Select Add metric to add the metric to monitoring.
To configure a metric, select the Edit button associated to it.
Select Apply to save your configuration.

Import preset dashboards

Dynatrace provides preset AWS dashboards that you can import from GitHub to your environment's dashboard page. Once you download a preset dashboard locally, there are two ways to import it.

Import via Dynatrace web UI

On your Dynatrace dashboard page, select Edit and switch to Settings.
Select Advanced settings.
On the Dashboard settings menu, select Dashboard JSON.
Use Upload to choose and upload the dashboard JSON file that you want to import.

Import via Dynatrace API

Create an API token.
When creating the token, enable the Write configuration permission.
To import the dashboard, run the command below, replacing {DYNATRACE_HOST}, {DYNATRACE_TENANT}, {TOKEN}, and {PATH_TO_DASHBOARD} with your own values.

curl --location --request POST 'http://{DYNATRACE_HOST}/e/{DYNATRACE_TENANT}/api/config/v1/dashboards' \
--header 'Authorization: Api-Token {TOKEN}' \
--header 'Content-Type: application/json' \
--data-binary '{PATH_TO_DASHBOARD}'

For more information, see Dashboards API - POST a dashboard

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	✔️