Agent Events
An agent event is published by Amazon Connect when any of the following activities are triggered:
- Login / Logout
- State changes
- Agent status (for example: Available → Break)
- Conversation state (for example: call accepted, call placed on hold)
- Configuration
- Routing profile
- Queues in routing profile
- Agent hierarchy group
- Other settings
- Heartbeat (published if no other events are logged for an agent in 120 seconds)
Users with suitable permissions can see agents’ current state in the following locations:
- SmartAgent Metrics & Data > Real-time data - Agents
- Amazon Connect Metrics and quality > Real-time metrics > Agents
Users with suitable permissions can also see agents’ historic state in the following locations:
- Amazon Connect Metrics and quality > Login/Logout report
Data Model
The Amazon Connect documentation shows the full data model for Agent Event records:
SmartAgent Data Warehouse
For Agent Event records, the following data is available in Athena:
| Type | Name | Description |
|---|---|---|
| Table | agent_event_log_raw | All Agent Event data delivered from Amazon Connect via Kinesis. |
Data Model
The data model for Agent Events in the SmartAgent data warehouse is identical to the Agent event streams data model, except for the differences noted here:
- All field names are stored in lowercase
Subscribing to Agent Events via Amazon Kinesis
Agent Events are streamed from Amazon Connect using Kinesis data streams; this is also how we populate the SmartAgent data warehouse. It is possible to have multiple delivery streams connected to the data stream using either Amazon Kinesis Firehose or other external services. Third Party Workforce Management (WFM) tools often integrate in this way.