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

Note: This release is in preview. Features described here don’t become generally available until the latest general availability date that Salesforce announces for this release. Before then, and where features are noted as beta, pilot, or developer preview, we can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.

Customer Alerts Dashboards

Salesforce provides two CloudWatch custom dashboards to monitor potential issues with your contact center.
You can fine-tune these dashboards as necessary for your Voice implementation. To learn how to customize dashboards, see Using Amazon CloudWatch dashboards in the Amazon CloudWatch User Guide.

Salesforce Voice Connect Dashboard

The customer alerts dashboards apply to these telephony models:

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

The Salesforce Voice Connect Dashboard shows general activity associated with your Amazon Connect implementation.

CloudWatch connect dashboard

To learn what each of the metrics means, see Monitoring your instance using CloudWatch in the Amazon Connection Administrative Guide.

Salesforce Voice Lambda Dashboard

The Salesforce Voice Lambda Dashboard shows issues associated with the Lambda functions in your Amazon Connect instance.

CloudWatch Lambda dashboard

This dashboard tracks invocations, concurrent executions, and errors associated with each Lambda function.