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, 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.
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:
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.
Cloud-service monitoring consumption
Beginning in early 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). For DDU consumption estimates per service instance (recommended metrics only, predefined dimensions, and assumed dimension values), see DDU consumption estimates per cloud service instance.
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.
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.
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 on the Dynatrace navigation menu.
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. 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.
To check the availability of preset dashboards for each AWS service, see the list below.
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