Amazon Connect — Queue Health Check Notification System
In recent times, customers are very worried about proactive notification of the critical parameters. This situation can be addressed with a system which monitors the business functions (Essentially termed as Queues) with configurable parameters that can be tweaked as per the business requirements.
It can be popularised on parameters such as
- Easily Configurable
- Proactive Monitoring
- Omni Channel notification system
Lets deep dive into the technical simplicity of this use case for making it technically readable.
Architecture Of the System
Mechanism
Cloudwatch events can be polled. You can use AWS Step functions as well.
This event will, in turn, trigger a lambda that will do all the heavy lifting that includes
- Scanning the right record on the Database
- Invoking Amazon Connect APIs for the Real-time Data
- Decision logic based on the churned data.
- Medium identification (Currently SMS, Email, HTTP and Channel of Slack)
Things to note: It can be slacked according to the channel configured in the system
AWS Services Used
- Amazon DynamoDB
- AWS Lambda
- Amazon Connect API
- Amazon Cloudwatch
- Amazon SNS
External System
- Slack using Incoming Webhooks
There is a number of use cases where it can be used for better acceptance
- Tool for Operation Manager for Real-Time dedicated Monitoring
- It can be integrated into Mobile App by One-click Configuration of monitoring parameters
- Channel-Based segregation on Slack as per business unit for better governance
- Alexa and Lex can be integrated for post-treatment on the notification
Future Enhancement
Currently, I am looking at possibilities to productize this concept with various use cases that aims not only for CCaaS but also in other domains.
