etc Agent Metrics Collector

Collects metrics from Amazon Connect

Important: The etc Agent Metrics Collector should only be used as directed by your Amazon Connect administrator. Installation may not be necessary as the extension may be deployed to your browser via managed policies. etc is a cloud-based tool that makes supporting and managing Amazon Connect easier and scalable. This browser extension collect WebRTC data from the Chrome browser and streams it to the customer's AWS account for later querying to speed up troubleshooting and remediation of Quality of Service (QOS) audio and network issues. The etc Agent Metrics Collector integrates with Amazon Connect CCP to collect operational and call metrics for troubleshooting and optimizing your contact center. Say goodbye to manual downloading of Agent Logs and guesswork for call failures. Data collection starts only on Amazon Connect CCPs enrolled on etc. The following metrics are collected: 1. CPU, memory, and disk data of agents. 2. Logging data from Amazon Connect CCP. 3. Telephony metrics from Amazon Connect, including Softphone WebRTC data. 4. Call reports from Amazon Connect. Data collected from Amazon Connect usage will be used to generate reports for administrators, improve call quality, and maintain optimal agent experience. Privacy Policy: All data collected above will be stored in the administrator's servers (in Amazon Web Services). Collected data is also attributed to the currently logged-in agent in Amazon Connect. No data is shared with VT Team at any time.