AWS connect documentation change
Summary
Restructured and rewrote content about service quota management across contact center lifecycle phases. Added numbered lists, clarified data requirements for quota requests, specified CloudWatch monitoring thresholds (80%), and reorganized emergency support procedures.
Security assessment
Changes focus on operational best practices and documentation clarity for quota management. No security vulnerabilities or security-specific features are addressed. The emergency support section describes priority handling for system availability issues, but this relates to general reliability rather than security incidents.
Diff
diff --git a/connect/latest/adminguide/plan-ahead-quotas.md b/connect/latest/adminguide/plan-ahead-quotas.md index 4f3f55e89..30381de01 100644 --- a//connect/latest/adminguide/plan-ahead-quotas.md +++ b//connect/latest/adminguide/plan-ahead-quotas.md @@ -5 +5 @@ -Production environment go liveIn life managementEmergent scaling events +Planning for production launchOngoing operations managementManaging emergency events @@ -9 +9 @@ Production environment go liveIn life managementEmergent scaling events -This topic discusses lifecycle events in your contact center where service quotas play an important role. +Learn how to plan for and manage service quotas during key phases of your contact center lifecycle. @@ -11 +11 @@ This topic discusses lifecycle events in your contact center where service quota -## Production environment go live +## Planning for production launch @@ -13 +13 @@ This topic discusses lifecycle events in your contact center where service quota -Before launching a contact center with Amazon Connect, you need to raise several service quota requests to ensure you have a sufficient number of agents for concurrent calls to be able to run your contact center. To help you with this process, we recommend the following: +Before launching your Amazon Connect contact center, request service quota increases to ensure sufficient capacity for your agents and concurrent calls. Follow these best practices: @@ -15 +15 @@ Before launching a contact center with Amazon Connect, you need to raise several - * **Include quotas in your migration plan**. We recommend that you include service quotas in the design phase of your project. Well before the final stages of migration work, open requests for the quotas your contact center will need. + 1. **Include quotas in your migration plan**. @@ -17 +17 @@ Before launching a contact center with Amazon Connect, you need to raise several - * **Size production workloads**. When you open a quota request, we will ask for information—based on the service quota—to justify the request. You may be required to provide information on the current number of agents, number of calls, and call duration to support us being able to correctly size the quotas you require. Be prepared to obtain and provide additional information so we can process your request. + * Address service quotas during the project design phase. @@ -18,0 +19 @@ Before launching a contact center with Amazon Connect, you need to raise several + * Submit quota increase requests well before final migration stages. @@ -19,0 +21 @@ Before launching a contact center with Amazon Connect, you need to raise several + 2. **Size your production workloads**. @@ -20,0 +23 @@ Before launching a contact center with Amazon Connect, you need to raise several + * Prepare the following data to support your quota requests: @@ -22 +25 @@ Before launching a contact center with Amazon Connect, you need to raise several -## In life management + * Current number of agents @@ -24 +27 @@ Before launching a contact center with Amazon Connect, you need to raise several -When you have your contact center up and working one of the best ways to keep track of your contact center's current utilization is to use the monitoring available in Amazon CloudWatch. For more information, see [Amazon Connect metrics sent to CloudWatch](./monitoring-cloudwatch.html#connect-metrics-cloudwatch). + * Call volume metrics @@ -26 +29 @@ When you have your contact center up and working one of the best ways to keep tr -You can configure CloudWatch to monitor the usage of the service quotas you have set up, and configure thresholds so you have time to request quota increases if you have a peak of demand. We recommend a threshold of about 20% as the right time to request changes to your quotas. + * Average call duration @@ -28 +31 @@ You can configure CloudWatch to monitor the usage of the service quotas you have -## Emergent scaling events + * Be ready to provide additional metrics as needed so we can process your request. @@ -30 +33 @@ You can configure CloudWatch to monitor the usage of the service quotas you have -At AWS we understand that businesses sometimes need support during emergency events. If you are experiencing an emergent event, the best way to request assistance is: +###### Note @@ -32 +35 @@ At AWS we understand that businesses sometimes need support during emergency eve - * Open a support case through the AWS Support Center using the highest available severity: +The data we ask for is based on the service quota. It is needed to correctly size the quotas you require. @@ -34 +36,0 @@ At AWS we understand that businesses sometimes need support during emergency eve - * Customers with a Business Support plan can choose **Production system down** (1-hour response). @@ -36 +37,0 @@ At AWS we understand that businesses sometimes need support during emergency eve - * Customers with an Enterprise On-Ramp or Enterprise Support plan can choose **Business-critical system down** (15-minute response for Enterprise Support and 30-minute response for Enterprise On-Ramp). @@ -38 +38,0 @@ At AWS we understand that businesses sometimes need support during emergency eve -For more information on creating a technical support case, see [Creating a support case](https://docs.aws.amazon.com/awssupport/latest/user/case-management.html#creating-a-support-case). @@ -40 +40 @@ For more information on creating a technical support case, see [Creating a suppo - * Engage your account team (such as your AWS Technical Account Manager and Solutions Architect) to ask for assistance. +## Ongoing operations management @@ -41,0 +42 @@ For more information on creating a technical support case, see [Creating a suppo +Monitor your contact center's quota utilization by using Amazon CloudWatch. For detailed metrics, see [Amazon Connect metrics sent to CloudWatch](./monitoring-cloudwatch.html#connect-metrics-cloudwatch). @@ -42,0 +44 @@ For more information on creating a technical support case, see [Creating a suppo +**Best practice** : Set CloudWatch alarms to monitor service quota usage: @@ -43,0 +46 @@ For more information on creating a technical support case, see [Creating a suppo + * Configure alerts at 80% of quota limits. @@ -45 +48 @@ For more information on creating a technical support case, see [Creating a suppo -During these events, we recommend ensuring your business is following best practices for effective queue management: + * Request quota increases when usage consistently exceeds this threshold. @@ -47 +49,0 @@ During these events, we recommend ensuring your business is following best pract - * Is your business using messages to communicate the time in queue to the customer? You can do this by using the [Get queue metrics](./get-queue-metrics.html) flow block. @@ -49 +50,0 @@ During these events, we recommend ensuring your business is following best pract - * Have you implemented [queued callbacks](./setup-queued-cb.html)? @@ -51,0 +53 @@ During these events, we recommend ensuring your business is following best pract +## Managing emergency events @@ -52,0 +55 @@ During these events, we recommend ensuring your business is following best pract +If you need urgent support during an emergency: @@ -54 +57,27 @@ During these events, we recommend ensuring your business is following best pract -It's important to ensure a sensible balance between implementing best practices and managing service quotas. + * Open a high-severity support case through the AWS Support Center: + + * Business Support plan: Select **Production system down** (1-hour response). + + * Enterprise On-Ramp or Enterprise Support plan: Select **Business-critical system down**. + + * Enterprise Support: 15-minute response + + * Enterprise On-Ramp: 30-minute response + + * Contact your account team (such as your AWS Technical Account Manager and Solutions Architect) to ask for assistance. + + + + +During high-volume events, implement these queue management practices: + + * Use the [Get queue metrics](./get-queue-metrics.html) flow block to communicate wait times to your customers. + + * Enable [queued callbacks](./setup-queued-cb.html). + + * Balance operational best practices with service quota constraints. + + + + +For more information, see [Creating a support case](https://docs.aws.amazon.com/awssupport/latest/user/case-management.html#creating-a-support-case).