Splunk enhances Amazon Connect by providing deep visibility into contact center operations through real-time and historic data analysis. It captures queue metrics via Amazon Connect APIs, enabling monitoring of customer wait times and service levels. Splunk ingests Contact Flow Logs from Amazon CloudWatch to analyze customer journey experiences. Additionally, near real-time Agent Events—such as login/logout, contact connections, and status changes—are tracked to optimize workforce management. Contact Record (CTR) events further enrich insights, empowering organizations to improve customer service, agent performance, and operational efficiency within Amazon Connect environments.

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