This Quick Start integrates Cisco ThousandEyes with Amazon Connect on the Amazon Web Services (AWS) Cloud. It gives contact-center employees real-time information on connectivity issues that arise in the last mile, that is, close to the customer. When employees learn about audio delays, channel noise, or signal latency right away, they can take action to maintain call quality and avoid degraded or dropped calls.

This serverless architecture comprises various components that benefit particular roles:

• For remote agents who talk directly with customers, a ThousandEyes dashboard is embedded as an iFrame widget in the softphone client app for real-time understanding of call quality and local network issues.
• For supervisors, an agent-connectivity dashboard calls attention to remote agents who need to move to a better connection or method of communication.
• For IT teams, the ThousandEyes Endpoint Agent software diagnoses the health of remote agents’ devices, networks, and app performance, accelerating remediation by alerting IT as soon as issues arise.

  This Quick Start integrates Cisco ThousandEyes with Amazon Connect on the Amazon Web Services (AWS) Cloud. It gives contact-center employees real-time information on connectivity issues that arise in the last mile, that is, close to the customer. When employees learn about audio delays, channel noise, or signal latency right away, they can take action to maintain call quality and avoid degraded or dropped calls.

  This serverless architecture comprises various components that benefit particular roles:

• For remote agents who talk directly with customers, a ThousandEyes dashboard is embedded as an iFrame widget in the softphone client app for real-time understanding of call quality and local network issues.
• For supervisors, an agent-connectivity dashboard calls attention to remote agents who need to move to a better connection or method of communication.
• For IT teams, the ThousandEyes Endpoint Agent software diagnoses the health of remote agents’ devices, networks, and app performance, accelerating remediation by alerting IT as soon as issues arise.
• https://aws.amazon.com/quickstart/architecture/thousandeyes-amazon-connect/