Amazon Connect Cases, a feature of Amazon Connect, allows your agents to track and manage customer issues that require multiple interactions, follow-up tasks, and teams in your contact center. For custom analytics and down-stream application, integration Amazon Connect Cases event streams provide you with near real-time updates when cases are created or modified within your Amazon Connect Cases domain. You can use the case event streams to integrate streams into your data lake solutions, create dashboards that display case performance metrics, implement business rules or automated actions based on case events, and configure alerting tools to trigger custom notifications of specific case activity.

It is assumed that you understand the use of the services below and you have the following prerequisites:

1. An AWS account with both management console and programmatic administrator access.
2. An existing Amazon Connect instance.
3. Amazon Connect Customer Profiles enabled on Connect Instance.
4. Amazon Connect Cases enabled on Connect Instance.

In the above architecture, when you create or modify the Amazon Connect case, Amazon Connect streams the data through Amazon EventBridge. The events are queued in the Amazon SQS service, followed by AWS Lambda function execution - storing the case event data in the Amazon DynamoDB for analytics purpose and invoking Amazon SNS service. You can integrate downstream application in subscribing to Amazon SNS notification, e.g., we have integrated with the Amazon SES.

1. Download the source code zip here.
2. Create a S3 solution bucket in your AWS account.
3. Upload the downloaded zip file (step 1) into S3 Bucket created in step 2.
4. Run the CFT located here.
5. Following parameters needed for the CFT:
   1. CasesAlertEmail: Email address where you want Cases event notification
   2. CasesDomainId: Copy the case domain ID from the Amazon Connect instance
   3. SolutionSourceBucket: Solution bucket created in step 3

1. Create or update your cases using by placing test call or using the Agent workspace
2. You will see the cases event in the Amazon DynamoDB table
3. You will also get an email alert for the cases in the email provided in the CFT parameter

In this guide, you learned how to stream Amazon Connect streams to create or update transaction to send and email notification and store the cases event in the Amazon DynamoDB table for custom analytics.