Enable data streaming for your instance

You can export contact records and agent events from Amazon Connect and perform real-time analysis on contacts. Data streaming sends data to Amazon Kinesis.

To enable data streaming for your instance

1. Open the Amazon Connect console at https://console.aws.amazon.com/connect/.

2. On the instances page, choose the instance alias. The instance alias is also your instance name, which appears in your Amazon Connect URL. The following image shows the Amazon Connect virtual contact center instances page, with a box around the instance alias.

   

3. In the navigation pane, choose Data streaming.

4. Choose Enable data streaming.

5. For Contact records, do one of the following:

   • Choose Kinesis Firehose and select an existing delivery stream, or choose Create a new Kinesis firehose to open the Kinesis Firehose console and create the delivery stream. For more information, see Creating an Amazon Kinesis Data Firehose Delivery Stream.

   • Choose Kinesis Stream and select an existing stream, or choose Create a Kinesis stream to open the Kinesis console and create the stream. For more information, see Creating and Managing Streams.

6. For Agent Events, select an existing Kinesis stream or choose Create a new Kinesis stream to open the Kinesis console and create the stream.

7. Choose Save.

Using server-side encryption for the Kinesis stream

If you enable server-side encryption for the Kinesis stream you select, Amazon Connect cannot publish to the stream because it does not have permission to call kms:GenerateDataKey so that it can encrypt data sent to Kinesis. To work-around this, do the following steps:

1. Enable encryption for recordings of conversations or scheduled reports.

2. Create a customer managed key to use for encryption.

3. Choose the same customer managed key for the Kinesis data stream that you use for scheduled reports or recordings of conversations.

   For more information, see Creating Keys in the AWS Key Management Service Developer Guide.