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Deploy the CloudFormation stack so Amazon Connect contact-flow logs stream from CloudWatch into Operata — a test contact through a logged flow appears against its Contact Trace Record (CTR) in the Operata console within five minutes of contact end.

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Before you start

  • An Amazon Connect integration already streaming Contact Trace Records to Operata.
  • An Operata account with Admin role and your Operata Group ID.
  • AWS IAM permissions to deploy CloudFormation in the region hosting your Amazon Connect instance.
  • Contact Flow Logging enabled on each contact flow you want to monitor. Enable it in the Amazon Connect console under each flow’s settings, or by adding a Set logging behavior block to the flow.
  • The CloudWatch log group name where Amazon Connect delivers your contact-flow logs.

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Steps

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1. Send Operata the install details

Contact Operata Support with:
  • AWS region hosting your Amazon Connect instance.
  • CloudWatch log group name — for example, /aws/connect/operata-prod.
  • Operata Group ID — Operata can confirm yours if you do not have it on hand.
  • Amazon Connect instance alias — 32 characters or fewer (for example, operata-prod).
Operata returns a quick-create CloudFormation link pre-filled with your configuration. Click the link to open the CloudFormation console. Every parameter is pre-populated except the API key.

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3. Enter your Operata API token

Paste an Operata API token into the API key parameter. Create one in the Operata console under Settings → Config → API. See the Operata help article for the full lifecycle.

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4. Deploy the stack

Acknowledge the IAM resource creation and click Create stack. The stack reaches CREATE_COMPLETE in around five minutes. CloudFormation provisions:

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5. (Optional) Tag the new resources

Apply your cost-allocation and ownership tags. See Tag your AWS resources.

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6. Place a test contact

Trigger a call through a contact flow that has logging enabled. End the contact cleanly.

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Verify

In the Operata console, open Calls and Logs → Summary and locate the test contact. The contact-flow log data appears within five minutes of contact end and joins the Contact Trace Record by ContactId. If nothing appears after five minutes, see Troubleshooting.

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Data collected

Each event carries the raw contact-flow log entry as Amazon Connect emits it, including:
  • Contact flow name and ID.
  • Contact ID (the join key against the Contact Trace Record).
  • Block type and identifier for each step.
  • Block results, branches taken, and any errors.
  • Timestamps per flow-execution step.
  • External endpoint references — Lambda ARNs, Lex bot aliases, and similar.
For the full schema, see the AWS Contact Flow Logs reference.

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Privacy

Raw contact-flow logs can carry customer PII in flow parameters and external-results payloads. The integration ships a redaction Lambda that runs in your AWS account before any log leaves AWS. See: Contact Operata Support for help selecting a redaction configuration.

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Charges

All AWS service charges from this stack appear on your AWS bill. Contact Flow Logs collection is included in every Operata plan at no additional Operata cost. Primary cost factors:
  • Amazon EventBridge Pipe event processing.
  • CloudWatch Logs data transfer out of CloudWatch.
  • Secrets Manager (rolled into the API destination charge).
You may incur additional AWS data-transfer charges for data leaving AWS to Operata.

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Deploying alongside other stacks

The Contact Flow Logs stack runs independently of the CTR, Contact Lens, and Amazon Lex stacks. Add or remove any stack without affecting the others.