Troubleshooting

The Create stack button does nothing

The launch page has three acknowledgement boxes at the bottom, not one: IAM resources, IAM resources with custom names, and CAPABILITY_AUTO_EXPAND. All three must be ticked. When one is missed the console shows only a small "Please acknowledge all checkboxes" notice above the button. Tick the remaining boxes and choose Create stack again.

Nothing scores

• In the Connect console, under Data streaming, confirm agent events go to the stream named in the stack's StreamArn output. Events only flow for agents who change state or handle a contact after this is set.
• In CloudWatch, the arena-ingest-<stack> function's logs show each batch. No invocations means no events are arriving.
• The ingest alarm fires if the function errors.

An agent sees the panel but shows at zero

Their user's agent attribute does not match the ARN on the event stream. Re-run the sync script, or check the custom:agentArn attribute on their Cognito user.

The panel is blank inside the workspace

• The application URL must be exactly <SiteUrl>/agent-panel.html.
• If you set ConnectInstanceUrl, it must match the access URL of the instance, including https://.
• The agent's security profile must grant Access to the application.

Sign-in loops or "not your team"

• Agents need a custom:team attribute that matches their routing profile name exactly. The sync script sets it.
• With an external identity provider, the token must carry custom:team, custom:agentArn and a groups claim.

Evaluations or sentiment are not scoring

• The bucket name on the stack must match where Connect writes, and EventBridge notifications must be on for the bucket.
• Each evaluation and each analysed contact scores once. Re-submitting an evaluation does not score again.
• Sentiment needs the agent event that names the handler to arrive first. Arena retries for an hour, then logs the contact id.

The report shows no earlier period

It needs twice the chosen period in recorded days. A new install has none; wait, or choose a shorter period.

What to send support

Email [email protected] with:

• Your AWS region and stack name.
• What you expected and what happened, with the time in UTC.
• For scoring questions, the agent's Connect username. Please do not send customer contact content.

We answer within one business day.

Current as of version 0.5.0. See the release notes for what changed since.