Salesforce Voice with Telephony Providers Implementation Guide

Overview
Release Notes
Examples of Common Use Cases
Telephony Integration API
Toolkit API
Connect API
AWS Lambda Functions
Amazon Connect Flows
Amazon CloudWatch Monitoring
Alarms
Dashboards
Platform Event
Limits and Scaling
PDF

Voice Customer Alerts with CloudWatch

Ensure that your Voice implementation is running properly with the Amazon CloudWatch dashboards and alarms that we provide. Monitor the health of your contact center with two dashboards. Fine-tune the alarms so they trigger when something needs attention in your environment. Notify the right people about these events with the new RealtimeAlertEvent platform event.

This configuration applies to these telephony models:

  • Salesforce Voice with Amazon Connect
  • Salesforce Voice with Partner Telephony from Amazon Connect

Customer Alerts overview

These customer alert features are available to all customers running version 8.0 or later of the Service Cloud Voice contact center in Amazon. To learn how to view or update your contact center, see Update Your Contact Center in Salesforce Help.