Amazon Connect CCP Diagnostics

About

Amazon Connect CCP Diagnostics is an official Amazon Web Services extension that helps Amazon Connect contact center agents, supervisors, and IT administrators capture comprehensive diagnostic data from their Contact Control Panel (CCP) sessions. When agents experience call quality issues, connectivity problems, or unexpected CCP behavior, this extension replaces the manual and error-prone process of collecting HAR files, screenshots, and log exports with a single-click automated capture.

What it does

With one click, the extension begins recording a complete snapshot of everything happening in the CCP session:

1. WebRTC statistics including round-trip time, packet loss, jitter, bandwidth usage, and audio quality metrics from the active voice connection
2. Network activity including all HTTP/HTTPS requests and responses made by the CCP, with timing breakdowns for DNS, TCP, SSL, wait, and receive phases
3. Amazon Connect application logs from the CCP's internal logger, filtered to the exact recording window
4. WebSocket connection events including handshake details and frame-level activity from the Connect shared worker
5. Browser environment information including user agent, platform, screen resolution, memory usage, and network connection type
6. Extension operational logs capturing the full lifecycle of the diagnostic session

When the agent clicks Stop, all of this data is packaged into a single ZIP file containing a structured JSON document. The agent downloads the file and shares it with their IT team or Amazon Connect support, who can immediately begin root cause analysis without needing to reproduce the issue or ask the agent to collect additional information.

Who it is for

This extension is designed for Amazon Connect customers — specifically:

1. Contact center agents who experience call quality degradation, audio issues, dropped calls, or CCP loading problems and need a simple way to capture diagnostic data without technical knowledge
2. Supervisors and team leads who need to document and escalate recurring issues affecting their teams
3. IT administrators and network engineers who support Amazon Connect deployments and need detailed technical data to diagnose connectivity, WebRTC, or network-layer problems
4. Amazon Connect support engineers who work with customers to resolve CCP issues and need structured diagnostic data rather than verbal descriptions

What data is captured

The extension captures technical diagnostic data about the CCP session, including:

1. WebRTC peer connection statistics (audio quality metrics, network performance)
2. HTTP network request metadata (URLs, status codes, timing — no request or response bodies containing personal data)
3. Amazon Connect application log entries generated during the recording window
4. WebSocket connection metadata
5. Browser and device environment information (user agent, screen size, memory)
6. Extension operational logs

All captured data is encrypted at rest in the browser using AES-256-GCM encryption before being stored locally. Encryption keys are stored in session storage and are automatically cleared when the browser is closed. No data is ever transmitted to any server — everything stays on the local machine until the agent explicitly downloads and shares the ZIP file.

Privacy and data handling

1. No data is collected, transmitted, or stored outside the local browser
2. All diagnostic data is encrypted at rest using AES-256-GCM with ephemeral session keys
3. Captured data automatically expires after 15 minutes
4. Data is deleted immediately after download
5. The extension only activates on Amazon Connect CCP pages (*.awsapps.com/connect/, *.my.connect.aws, *.connect.aws.a2z.com)
6. No analytics, telemetry, or usage tracking of any kind

Permissions explained

The extension requests the following Chrome permissions, each with a specific purpose:

1. debugger: Required to attach the Chrome DevTools Protocol to the CCP tab, which is the only way to capture network request timing and WebSocket frame events
2. storage / unlimitedStorage: Required to store encrypted diagnostic captures locally between the recording stop and the download
3. tabs / activeTab: Required to identify which tab is running the CCP so recording targets the correct page
4. downloads: Required to trigger the ZIP file download when the agent clicks Download
5. scripting: Required to inject the content script that collects browser environment information and to access the CCP's JavaScript context to retrieve application logs
6. webNavigation: Required to detect when a CCP page loads, including when the CCP is embedded as an iframe inside a custom contact center application

System requirements

Google Chrome version 119 or later
An active Amazon Connect instance
Access to the Amazon Connect Contact Control Panel
Support

This extension is provided by Amazon Web Services for use with Amazon Connect. For support, contact your Amazon Connect administrator or reach out through your existing AWS support channels.