Enable data streaming for your instance - Amazon Connect

Enable data streaming for your instance

You can export contact trace records (CTRs) 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. For example, in https://mytest88.awsapps.com/connect/home the instance name is mytest88.

  3. In the navigation pane, choose Data streaming.

  4. Choose Enable data streaming.

  5. For Contact Trace 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.

    • Choose Kinesis Stream and select an existing stream, or choose Create a new Kinesis firehose to open the Kinesis console and create the stream.

  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 master key (CMK) to use for encryption.

  3. Choose the same CMK 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.