Amazon Connect now provides audit logging for agent activity status changes made through analytics dashboards to AWS CloudTrail. This enhancement provides visibility into who changed agent activity status, and when changes occurred, helping contact centers maintain clear audit trails. For example, if an agent is scheduled to be on break, a supervisor can change an agent’s status from “Available” to “Break”, this action is now captured in CloudTrail with details including the supervisor’s identity, timestamp, and the specific status change.
Logging agent activity status changes made from analytics dashboards to AWS CloudTrail is available in all AWS commercial and AWS GovCloud (US-West) regions where Amazon Connect is offered. To get started, ensure CloudTrail logging is enabled for your AWS account, and status changes made through Amazon Connect analytics dashboards will automatically appear in your CloudTrail logs. To learn more about dashboards, see the Amazon Connect Administrator Guide. To learn more about Amazon Connect, the AWS cloud-based contact center, please visit the Amazon Connect website.
Categories: marketing:marchitecture/contact-center,marketing:marchitecture/business-productivity,general:products/amazon-connect,general:products/aws-govcloud-us
Source: Amazon Web Services
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