Simplify custom contact center insights with Amazon Connect analytics data lake

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Analytics are vital to the success of a contact center. Having insights into each touchpoint of the customer experience allows you to accurately measure performance and adapt to shifting business demands. While you can find common metrics in the Amazon Connect console, sometimes you need to have more details and custom requirements for reporting based on the unique needs of your business. 

Starting today, the Amazon Connect analytics data lake is generally available. As announced last year as preview, this new capability helps you to eliminate the need to build and maintain complex data pipelines. Amazon Connect data lake is zero-ETL capable, so no extract, transform, or load (ETL) is needed.

Here’s a quick look at the Amazon Connect analytics data lake:

Improving your customer experience with Amazon Connect
Amazon Connect analytics data lake helps you to unify disparate data sources, including customer contact records and agent activity, into a single location. By having your data in a centralized location, you now have access to analyze contact center performance and gain insights while reducing the costs associated with implementing complex data pipelines.

With Amazon Connect analytics data lake, you can access and analyze contact center data, such as contact trace records and Amazon Connect Contact Lens data. This provides you the flexibility to prepare and analyze data with Amazon Athena and use the business intelligence (BI) tools of your choice, such as, Amazon QuickSight and Tableau

Get started with the Amazon Connect analytics data lake
To get started with the Amazon Connect analytics data lake, you’ll first need to have an Amazon Connect instance setup. You can follow the steps in the Create an Amazon Connect instance page to create a new Amazon Connect instance. Because I’ve already created my Amazon Connect instance, I will go straight to showing you how you can get started with Amazon Connect analytics data lake.

First, I navigate to the Amazon Connect console and select my instance.

Then, on the next page, I can set up my analytics data lake by navigating to Analytics tools and selecting Add data share.

This brings up a pop-up dialog, and I first need to define the target AWS account ID. With this option, I can set up a centralized account to receive all data from Amazon Connect instances running in multiple accounts. Then, under Data types, I can select the types I need to share with the target AWS account. To learn more about the data types that you can share in the Amazon Connect analytics data lake, please visit Associate tables for Analytics data lake.

Once it’s done, I can see the list of all the target AWS account IDs with which I have shared all the data types.

Besides using the AWS Management Console, I can also use the AWS Command Line Interface (AWS CLI) to associate my tables with the analytics data lake. The following is a sample command:

$> aws connect batch-associate-analytics-data-set --cli-input-json file:///input_batch_association.json

Where input_batch_association.json is a JSON file that contains association details. Here’s a sample:

{
	"InstanceId": YOUR_INSTANCE_ID,
	"DataSetIds": [
		"<DATA_SET_ID>"
		],
	"TargetAccountId": YOUR_ACCOUNT_ID
} 

Next, I need to approve (or reject) the request in the AWS Resource Access Manager (RAM) console in the target account. RAM is a service to help you securely share resources across AWS accounts. I navigate to AWS RAM and select Resource shares in the Shared with me section.

Then, I select the resource and select Accept resource share

At this stage, I can access shared resources from Amazon Connect. Now, I can start creating linked tables from shared tables in AWS Lake Formation. In the Lake Formation console, I navigate to the Tables page and select Create table.

I need to create a Resource link to a shared table. Then, I fill in the details and select the available Database and the Shared table’s region.

Then, when I select Shared table, it will list all the available shared tables that I can access.

Once I select the shared table, it will automatically populate Shared table’s database and Shared table’s owner ID. Once I’m happy with the configuration, I select Create.

To run some queries for the data, I go to the Amazon Athena console.The following is an example of a query that I ran:

With this configuration, I have access to certain Amazon Connect data types. I can even visualize the data by integrating with Amazon QuickSight. The following screenshot show some visuals in the Amazon QuickSight dashboard with data from Amazon Connect.

Customer voice
During the preview period, we heard lots of feedback from our customers about Amazon Connect analytics data lake. Here’s what our customer say:

Joulica is an analytics platform supporting insights for software like Amazon Connect and Salesforce. Tony McCormack, founder and CEO of Joulica, said, “Our core business is providing real-time and historical contact center analytics to Amazon Connect customers of all sizes. In the past, we frequently had to set up complex data pipelines, and so we are excited about using Amazon Connect analytics data lake to simplify the process of delivering actionable intelligence to our shared customers.”

Things you need to know

  • Pricing — Amazon Connect analytics data lake is available for you to use up to 2 years of data without any additional charges in Amazon Connect. You only need to pay for any services you use to interact with the data.
  • Availability — Amazon Connect analytics data lake is generally available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Mumbai, Seoul, Singapore, Sydney, Tokyo), Canada (Central), and Europe (Frankfurt, London)
  • Learn more — For more information, please visit Analytics data lake documentation page.

Happy building,
Donnie

"K1w1" InfoStealer Uses gofile.io for Exfiltration, (Fri, May 31st)

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Python remains a nice language for attackers and I keep finding interesting scripts that are usually not very well detected by antivirus solutions. The one I found has a VT score of 7/65! (SHA256:a6230d4d00a9d8ecaf5133b02d9b61fe78283ac4826a8346b72b4482d9aab54c[1]). I decided to call it "k1w1" infostealer because this string is referenced in many variable and function names. The script has classic infostealer capabilities to find interesting pieces of data on the victim's computer but has some interesting techniques. 

Feeding MISP with OSSEC, (Thu, May 30th)

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I'm a big fan of OSSEC[1] for years. OSSEC ("Open Source Security Event Correlator") is a comprehensive, open-source host-based intrusion detection system (HIDS). It is designed to monitor and analyze system logs, detect suspicious activities, and provide real-time alerts for security incidents. OSSEC can perform log analysis, file integrity monitoring, rootkit detection, and active response to mitigate threats. It supports various platforms including Linux, Windows, and macOS, and can be integrated with various security tools and SIEM solutions. I already wrote some diaries about it in the past[2]. I'm running my instance on all my servers, I made some contributions to the project. 

Amazon EC2 high memory U7i Instances for large in-memory databases

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Announced in preview form at re:Invent 2023, Amazon Elastic Compute Cloud (Amazon EC2) U7i instances with up to 32 TiB of DDR5 memory and 896 vCPUs are now available. Powered by custom fourth generation Intel Xeon Scalable Processors (Sapphire Rapids), these high memory instances are designed to support large, in-memory databases including SAP HANA, Oracle, and SQL Server. Here are the specs:

Instance Name vCPUs
Memory (DDR5)
EBS Bandwidth
Network Bandwidth
u7i-12tb.224xlarge 896 12,288 GiB 60 Gbps 100 Gbps
u7in-16tb.224xlarge 896 16,384 GiB 100 Gbps 200 Gbps
u7in-24tb.224xlarge 896 24,576 GiB 100 Gbps 200 Gbps
u7in-32tb.224xlarge 896 32,768 GiB 100 Gbps 200 Gbps

The new instances deliver the best compute price performance for large in-memory workloads, and offer the highest memory and compute power of any SAP-certified virtual instance from a leading cloud provider.

Thanks to AWS Nitro System, all of the memory on the instance is available for use. For example, here’s the 32 TiB instance:

In comparison to the previous generation of EC2 High Memory instances, the U7i instances offer more than 135% of the compute performance, up to 115% more memory performance, and 2.5x the EBS bandwidth. This increased bandwidth allows you to transfer 30 TiB of data from EBS into memory in an hour or less, making data loads and cache refreshes faster than ever before. The instances also support ENA Express with 25 Gbps of bandwidth per flow, and provide an 85% improvement in P99.9 latency between instances.

Each U7i instance supports attachment of up to 128 General Purpose (gp2 and gp3) or Provisioned IOPS (io1 and io2 Block Express) EBS volumes. Each io2 Block Express volume can be as big as 64 TiB and can deliver up to 256K IOPS at up to 32 Gbps, making them a great match for U7i instances.

The instances are SAP certified to run Business Suite on HANA, Business Suite S/4HANA, Business Warehouse on HANA (BW), and SAP BW/4HANA in production environments. To learn more, consult the Certified and Supported SAP HANA Hardware and the SAP HANA to AWS Migration Guide. Also, be sure to take a look at the AWS Launch Wizard for SAP.

Things to Know
Here are a couple of things that you should know about these new instances:

Regions – U7i instances are available in the US East (N. Virginia), US West (Oregon), and Asia Pacific (Seoul, Sydney) AWS Regions.

Operating Systems – Supported operating systems include Amazon Linux, Red Hat Enterprise Linux, SUSE Linux Enterprise Server, Ubuntu, and Windows Server.

Larger Instances – We are also working on offering even larger instance later this year with increased compute to meet our customer needs.

Jeff;

AWS Weekly Roundup – LlamaIndex support for Amazon Neptune, force AWS CloudFormation stack deletion, and more (May 27, 2024)

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Last week, Dr. Matt Wood, VP for AI Products at Amazon Web Services (AWS), delivered the keynote at the AWS Summit Los Angeles. Matt and guest speakers shared the latest advancements in generative artificial intelligence (generative AI), developer tooling, and foundational infrastructure, showcasing how they come together to change what’s possible for builders. You can watch the full keynote on YouTube.

AWS Summit LA 2024 keynote

Announcements during the LA Summit included two new Amazon Q courses as part of Amazon’s AI Ready initiative to provide free AI skills training to 2 million people globally by 2025. The courses are part of the Amazon Q learning plan. But that’s not all that happened last week.

Last week’s launches
Here are some launches that got my attention:

LlamaIndex support for Amazon Neptune — You can now build Graph Retrieval Augmented Generation (GraphRAG) applications by combining knowledge graphs stored in Amazon Neptune and LlamaIndex, a popular open source framework for building applications with large language models (LLMs) such as those available in Amazon Bedrock. To learn more, check the LlamaIndex documentation for Amazon Neptune Graph Store.

AWS CloudFormation launches a new parameter called DeletionMode for the DeleteStack API — You can use the AWS CloudFormation DeleteStack API to delete your stacks and stack resources. However, certain stack resources can prevent the DeleteStack API from successfully completing, for example, when you attempt to delete non-empty Amazon Simple Storage Service (Amazon S3) buckets. The DeleteStack API can enter into the DELETE_FAILED state in such scenarios. With this launch, you can now pass FORCE_DELETE_STACK value to the new DeletionMode parameter and delete such stacks. To learn more, check the DeleteStack API documentation.

Mistral Small now available in Amazon Bedrock — The Mistral Small foundation model (FM) from Mistral AI is now generally available in Amazon Bedrock. This a fast-follow to our recent announcements of Mistral 7B and Mixtral 8x7B in March, and Mistral Large in April. Mistral Small, developed by Mistral AI, is a highly efficient large language model (LLM) optimized for high-volume, low-latency language-based tasks. To learn more, check Esra’s post.

New Amazon CloudFront edge location in Cairo, Egypt — The new AWS edge location brings the full suite of benefits provided by Amazon CloudFront, a secure, highly distributed, and scalable content delivery network (CDN) that delivers static and dynamic content, APIs, and live and on-demand video with low latency and high performance. Customers in Egypt can expect up to 30 percent improvement in latency, on average, for data delivered through the new edge location. To learn more about AWS edge locations, visit CloudFront edge locations.

Amazon OpenSearch Service zero-ETL integration with Amazon S3 — This Amazon OpenSearch Service integration offers a new efficient way to query operational logs in Amazon S3 data lakes, eliminating the need to switch between tools to analyze data. You can get started by installing out-of-the-box dashboards for AWS log types such as Amazon VPC Flow Logs, AWS WAF Logs, and Elastic Load Balancing (ELB). To learn more, check out the Amazon OpenSearch Service Integrations page and the Amazon OpenSearch Service Developer Guide.

For a full list of AWS announcements, be sure to keep an eye on the What’s New at AWS page.

Other AWS news
Here are some additional news items and a Twitch show that you might find interesting:

AWS Build On Generative AIBuild On Generative AI — Now streaming every Thursday, 2:00 PM US PT on twitch.tv/aws, my colleagues Tiffany and Mike discuss different aspects of generative AI and invite guest speakers to demo their work. Check out show notes and the full list of episodes on community.aws.

Amazon Bedrock Studio bootstrapper script — We’ve heard your feedback! To everyone who struggled setting up the required AWS Identity and Access Management (IAM) roles and permissions to get started with Amazon Bedrock Studio: You can now use the Bedrock Studio bootstrapper script to automate the creation of the permissions boundary, service role, and provisioning role.

Upcoming AWS events
Check your calendars and sign up for these AWS events:

AWS SummitsAWS Summits — It’s AWS Summit season! Join free online and in-person events that bring the cloud computing community together to connect, collaborate, and learn about AWS. Register in your nearest city: Dubai (May 29), Bangkok (May 30), Stockholm (June 4), Madrid (June 5), and Washington, DC (June 26–27).

AWS re:InforceAWS re:Inforce — Join us for AWS re:Inforce (June 10–12) in Philadelphia, PA. AWS re:Inforce is a learning conference focused on AWS security solutions, cloud security, compliance, and identity. Connect with the AWS teams that build the security tools and meet AWS customers to learn about their security journeys.

AWS Community DaysAWS Community Days — Join community-led conferences that feature technical discussions, workshops, and hands-on labs led by expert AWS users and industry leaders from around the world: Midwest | Columbus (June 13), Sri Lanka (June 27), Cameroon (July 13), New Zealand (August 15), Nigeria (August 24), and New York (August 28).

You can browse all upcoming in-person and virtual events.

That’s all for this week. Check back next Monday for another Weekly Roundup!

— Antje

This post is part of our Weekly Roundup series. Check back each week for a quick roundup of interesting news and announcements from AWS!

Files with TXZ extension used as malspam attachments, (Mon, May 27th)

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Malicious e-mail attachments come in all shapes and sizes. In general, however, threat actors usually either send out files, which themselves carry a malicious payload – such as different scripts, Office documents or PDFs – or they send out “containers”, which include such files – e.g., image files or archives. These container files, especially, can sometimes be quite unusual… Which is where today’s diary comes in.

AWS Weekly Roundup – Application Load Balancer IPv6, Amazon S3 pricing update, Amazon EC2 Flex instances, and more (May 20, 2024)

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AWS Summit season is in full swing around the world, with last week’s events in Bengaluru, Berlin, and  Seoul, where my blog colleague Channy delivered one of the keynotes.

AWS Summit Seoul Keynote

Last week’s launches
Here are some launches that got my attention:

Amazon S3 will no longer charge for several HTTP error codesA customer reported how he was charged for Amazon S3 API requests he didn’t initiate and which resulted in AccessDenied errors. The Amazon Simple Storage Service (Amazon S3) service team updated the service to not charge such API requests anymore. As always when talking about pricing, the exact wording is important, so please read the What’s New post for the details.

Introducing Amazon EC2 C7i-flex instances – These instances delivers up to 19 percent better price performance compared to C6i instances. Using C7i-flex instances is the easiest way for you to get price performance benefits for a majority of compute-intensive workloads. The new instances are powered by the 4th generation Intel Xeon Scalable custom processors (Sapphire Rapids) that are available only on AWS and offer 5 percent lower prices compared to C7i.

Application Load Balancer launches IPv6 only support for internet clientsApplication Load Balancer now allows customers to provision load balancers without IPv4s for clients that can connect using just IPv6s. To connect, clients can resolve AAAA DNS records that are assigned to Application Load Balancer. The Application Load Balancer is still dual stack for communication between the load balancer and targets. With this new capability, you have the flexibility to use both IPv4s or IPv6s for your application targets while avoiding IPv4 charges for clients that don’t require it.

Amazon VPC Lattice now supports TLS Passthrough – We announced the general availability of TLS passthrough for Amazon VPC Lattice, which allows customers to enable end-to-end authentication and encryption using their existing TLS or mTLS implementations. Prior to this launch, VPC Lattice supported HTTP and HTTPS listener protocols only, which terminates TLS and performs request-level routing and load balancing based on information in HTTP headers.

Amazon DocumentDB zero-ETL integration with Amazon OpenSearch Service – This new integration provides you with advanced search capabilities, such as fuzzy search, cross-collection search and multilingual search, on your Amazon DocumentDB (with MongoDB compatibility) documents using the OpenSearch API. With a few clicks in the AWS Management Console, you can now synchronize your data from Amazon DocumentDB to Amazon OpenSearch Service, eliminating the need to write any custom code to extract, transform, and load the data.

Amazon EventBridge now supports customer managed keys (CMK) for event buses – This capability allows you to encrypt your events using your own keys instead of an AWS owned key (which is used by default). With support for CMK, you now have more fine-grained security control over your events, satisfying your company’s security requirements and governance policies.

For a full list of AWS announcements, be sure to keep an eye on the What’s New at AWS page.

Other AWS news
Here are some additional news items, open source projects, and Twitch shows that you might find interesting:

The Four Pillars of Managing Email Reputation – Dustin Taylor is the manager of anti-abuse and email deliverability for Amazon Simple Email Service (SES). He wrote a remarkable post exploring Amazon SES approach to managing domain and IP reputation. Maintaining a high reputation ensures optimal recipient inboxing. His post outlines how Amazon SES protects its network reputation to help you deliver high-quality email consistently. A worthy read, even if you’re not sending email at scale. I learned a lot.

AWS Build On Generative AIBuild On Generative AI – Season 3 of your favorite weekly Twitch show about all things generative artificial intelligence (AI) is in full swing! Streaming every Monday, 9:00 AM US PT, my colleagues Tiffany and Darko discuss different aspects of generative AI and invite guest speakers to demo their work.

AWS open source news and updates – My colleague Ricardo writes this weekly open source newsletter, in which he highlights new open source projects, tools, and demos from the AWS Community.

Upcoming AWS events

AWS Summits – Join free online and in-person events that bring the cloud computing community together to connect, collaborate, and learn about AWS. Register in your nearest city: Hong Kong (May 22), Milan (May 23), Stockholm (June 4), and Madrid (June 5).

AWS re:Inforce – Explore 2.5 days of immersive cloud security learning in the age of generative AI at AWS re:Inforce, June 10–12 in Pennsylvania.

AWS Community Days – Join community-led conferences that feature technical discussions, workshops, and hands-on labs led by expert AWS users and industry leaders from around the world: Midwest | Columbus (June 13), Sri Lanka (June 27), Cameroon (July 13), Nigeria (August 24), and New York (August 28).

Browse all upcoming AWS led in-person and virtual events and developer-focused events.

That’s all for this week. Check back next Monday for another Weekly Roundup!

— seb

This post is part of our Weekly Roundup series. Check back each week for a quick roundup of interesting news and announcements from AWS!