Why doesn't Kinesis Streams Data Viewer show any Agent Events after call through Amazon Connect contact Flow?

Question

QUESTION: Why don't I see Agent Events in the Data Viewer for the Kinesis Stream I attached to an instance of Amazon Connect?

Here is what I did:

1. Created a Kinesis Stream. Call it amzn-conn-agent-events.
2. In the dashboard for instance of Amazon Connect, I visited Data Streaming and enabled data streaming; I selected amzn-conn-agent-events for Agent Events, but did not select any Kinesis resource for Contact Trace Records.
3. Logged out of my instance of Amazon Connect, then logged back in.
4. Opened Agent Workspace, and from my cell, called the Connect phone #, was routed to the Agent Workspace, and completed a 30s conversation.
5. Opened dashboard for Kinesis Stream amzn-conn-agent-events.
6. Visited Data Viewer tab.

At this point, I was expecting to see Agent Events. There was nothing. I then selected each of 4 different shards, and pressed on Get Records ... still nothing.

What is going on? How do I get the Agent Events to be pushed into the stream amzn-conn-agent-events.

Answer 1

Agent events should be flowing as long as you have an agent logged in (heartbeats post every 2 minutes) so potentially a permissions issue, check cloudtrail for any errors. I've also had some issues with data viewer showing me data consistently honestly. Not the easiest thing to use. If you really want to check an easy thing to do is set up a lambda that has logging turned on and subscribe it the event stream.

Answer 2

Contact trace records get published when the contact ends (after the agent leaves ACW). However, I'm not sure if that's the case also for agent events. But worth checking!