AWS Integration
Details of Operata's integration with Amazon Connect, using AWS EventBridge Pipes.
What is Operata AWS Integration?
Operata AWS Integration collects relevant contact and performance metadata for your customer interactions within Amazon Connect and securely sends this data to the Operata platform.
This data is correlated with both softphone performance metrics and other events collected during the lifecycle of the interaction.
This end-to-end view is presented inside the Operata platform with rich visualisations providing clear insights, powerful reporting, learning and alerting.
Optional CTR upsert
There is the option of adding data to the CTR record before passing data to Operata. A customer S3 data source and look-up key are used in conjunction to add details to the CTR record.
Agent Hierarchy for example can be added by using the Agent name as the look-up key and the S3 having thier associated Hierarchy details.
Prerequisites
- An AWS Account
- An active Operata Subscription
- Appropriate IAM permissions to deploy the supplied CloudFormation Stack
Architecture Overview
Operata AWS Integration utilises Amazon EventBridge Pipes for secure, robust event handling.
The following diagram explains the use of EventBridge to send Amazon Connect Contact Trace Records (CTR) to Operata
Operata AWS Integration architecture diagram
AWS Services Deployed
The following AWS Services are deployed when using the CloudFormation template provided by Operata
| Service | Quantity |
|---|---|
| EventBridge Pipe | 1 |
| API Destination | 1 |
| IAM Role | 1 |
| IAM Policies | 2 |
| Lambda Function if using Privacy Controls (Allow/Deny) | 1 |
| Secrets Manager Secret | 1 |
Data included in Events
Each event sent to the target (Operata API) sends the complete Amazon Connect Contact Trace Record (CTR). If using the Operata Privacy Controls feature you can allow/deny certain fields as described here
The full data model for Connect Contact Trace Records (CTR) can be found here.
Information on logging, monitoring and auditing these events can be found here.
Charges
All charges relating to using EventBridge, Lambda and its associated components are the responsibility of the customer. EventBridge pricing details are available here and vary between regions.
Costs example
EventBridge Charges:
If your EventBridge Pipe in ap-southeast-2 using source Amazon Kinesis Data Stream receives 1 million contact events per month (i.e. 1 Million Amazon Connect interactions) your charges for sending those matching records to a target would be as follows:
Usage:
- Requests = 1 million
Charges:
- EventBridge Requests = 1M × $0.40/M
- API Destination target = 1M × $0.24/M
Total monthly EventBridge charges = $USD 0.64
Data Transfer ChargesYou may incur additional data transfer charges for data out to the internet. You will be billed at standard AWS Data Transfer Charges.
Event Payload sizes are typically <10kB
Lambda Charges if using Privacy Controls (Allow/Deny)
If your Lambda Function in ap-southeast-2 is used to transform the EventBridge payload for 1 million contact events per month (i.e. 1 Million Amazon Connect interactions) your charges for Lambda processing would be as follows:
Usage:
- Invocations = 1 million
- Memory = 128MB
- Average Duration = 2ms
Charges:
Total monthly Lambda charges = $USD 0.20
Secrets Management
When CloudFormation creates an EventBridge API destination as part of the deployment, EventBridge stores the connection for it in a Secrets Manager secret with the prefix events.
The cost of storing the secret is included with the charge for using an API destination.
For more information, see API destinations in the Amazon EventBridge User Guide.
Updated 4 months ago
