IVR Flow Log Collection

What is IVR Flow Log Collection?

Operata IVR Flow Log Collection captures Contact Flow Logs from Amazon Connect and ingests them into the Operata platform. Contact Flow Logs record the path each contact takes through your IVR, including every block executed, branch taken, and error encountered.

By correlating IVR flow data with Contact Trace Records, agent experience metrics, and Contact Lens analytics, Operata provides end-to-end visibility across the entire customer journey, from the moment a caller enters the IVR through to agent interaction and post-call wrap-up.

Why Collect IVR Flow Logs?

Understanding what happens inside your IVR is critical to improving customer experience. IVR Flow Log Collection enables you to:

• Identify IVR bottlenecks - pinpoint where callers drop off, loop, or experience delays
• Measure self-service containment - understand which IVR paths resolve customer needs without agent involvement
• Detect IVR errors in real time - surface Lambda timeouts, failed integrations, and misconfigured flow blocks before they impact customers at scale
• Correlate IVR behaviour with agent outcomes - connect what happened in the IVR to downstream queue times, transfers, and call duration

Prerequisites

Before deploying the IVR Flow Log Collection stack, ensure you have:

• An active Operata subscription
• An AWS account with appropriate IAM permissions to deploy CloudFormation stacks
• Contact Flow Logging enabled in your Amazon Connect instance
• The CloudWatch Log Group name where your Contact Flow Logs are delivered

Tip: Contact Flow Logging must be enabled on each contact flow you want to monitor. You can enable it in the Amazon Connect console under each flow's settings, or by adding a "Set logging behavior" block to your flows.

Architecture Overview

IVR Flow Log Collection uses an EventBridge Pipeline to stream Contact Flow Logs from CloudWatch into the Operata platform.

Data flow:

1. Amazon Connect writes Contact Flow Logs to a CloudWatch Log Group
2. The Operata CloudFormation stack creates an EventBridge Pipeline that subscribes to this Log Group
3. Log events are streamed to the Operata API endpoint via an EventBridge API Destination
4. Operata correlates the flow log data with CTR, Contact Lens, and agent experience data

AWS Services Deployed

The CloudFormation template provisions the following resources in your AWS account:

Deployment

Preparation

Provide Operata with the following details to generate your custom CloudFormation template:

• Region of your AWS Account
• CloudWatch Log Group name for your Contact Flow Logs
  • Example: /aws/connect/operata-prod
• Operata Group ID
  • we can assist on this if you are unsure
• Amazon Connect Instance alias
  • Example: operata-prod (must be 32 characters or less)

Installation

1. Operata will provide a CloudFormation quick-create link pre-filled with your configuration.
2. Click the link to open the CloudFormation console.
3. Enter your Operata API Key in the parameter field. (How to create an API Key)
4. Review the stack, agree to the terms, and deploy.
5. Wait for the stack to reach CREATE_COMPLETE status (typically under 5 minutes).

Post-Deployment Testing

1. Make a test call through a contact flow that has logging enabled.
2. Log into the Operata console.
3. Locate your call and verify that IVR flow log data appears alongside the Contact Trace Record.

Note: Contact Flow Logs may take up to 5 minutes to appear in the Operata console after a call completes.

Data Included

Each event contains the Contact Flow Log entry as generated by Amazon Connect. This includes:

• Contact Flow name and ID
• Contact ID (for correlation with CTR data)
• Block type and identifier for each step executed
• Block results, branches taken, and any errors
• Timestamps for each flow execution step
• External endpoint references (Lambda ARNs, Lex bot aliases, etc.)

For the full Contact Flow Log data model, see the AWS documentation.

Charges

All AWS service charges for the resources deployed by this stack are the responsibility of the customer. IVR Flow Log Collection is included in all Operata plans at no additional Operata cost.

Primary cost factors:

• EventBridge Pipe event processing
• CloudWatch Logs data transfer
• Secrets Manager secret storage

Data Transfer: You may incur additional data transfer charges for data out to the internet. See AWS Data Transfer pricing for details.

Deploying Alongside Other Stacks

IVR Flow Log Collection is designed as an independent CloudFormation stack. You can deploy it alongside the existing CTR Collection, Contact Lens, and Amazon Lex stacks. Each stack operates independently and can be added or removed without affecting the others.

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