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ACGR Reference

Field Reference Table

Playbook Fields

Field Name Type Required Description
Name Text Yes The Playbook name, shown as a clickable link that opens the Edit Playbook dialog.
Description Text Yes* A short summary of the Playbook's purpose.
Traffic Distribution Groups Selection Yes One or more TDGs the Playbook controls.

TDG — Create Fields

Field Name Type Required Description
Name Text Yes Display name for the TDG. Cannot be changed after creation.
Description Text No Optional description. Cannot be changed after creation.

TDG — Detail Header Fields

Field Name Type Description
Name Read-only The display name of the TDG.
ID Read-only The system-generated UUID of the TDG.
Primary Region Read-only The AWS Region designated as the primary (for example, us-west-2).
Secondary Region Read-only The AWS Region designated as the secondary (for example, us-east-1).
Agents Read-only Current agent distribution percentage (e.g., "100/0") and total agent count assigned.
Phone Numbers Read-only Current telephony distribution percentage (e.g., "100/0") and total phone number count assigned.

Distributions Panel

Control Type Description
Agent Distribution Slider Splits agent routing between the primary Region (left) and secondary Region (right).
Telephony Distribution Slider Splits incoming call traffic between the primary and secondary Regions.

Dashboard Sections and Metrics

The ACGR Operations Dashboard provides an executive view of Global Resiliency.

Section What it shows
Agent Summary Total agents, number of agents not assigned to a TDG, and percentage unassigned.
Phone Number Summary Total phone numbers, number of unassigned phone numbers, and percentage unassigned. Unassigned numbers do not follow distribution rules, so this confirms all inbound traffic is covered.
Primary Region Summary Total calls initiated, average call duration, and active agents for the primary Region.
Secondary Region Summary Total calls initiated, average call duration, and active agents for the secondary Region.
TDG Agents & Number Distribution Donut charts showing agent distribution by TDG and phone number distribution by TDG.
Regional Activity Current operational metrics (total calls, average call duration, active agents) for each Region, helping you confirm which Region is handling traffic.
Traffic Trends Per-Region line charts of total contacts over the last 30 days (includes calls that may not have been answered by an agent).
Recently Used Playbooks Recently executed Playbooks with timestamps; lets you review recent failover activity and rerun common Playbooks.
Failover to other region The card containing the Failover Now action. When no Playbooks exist, it shows "Set up playbooks to enable this feature."
Last Failover Information about the most recent failover event (see below). When none has occurred it shows "Never triggered."

Last Failover Fields

Field Description
Time elapsed How long ago the last failover occurred (for example, "1 day ago").
Timestamp The exact date and time of the last failover (for example, "May 16, 1:23 PM").

Info: Average contact duration measures the time from contact initiation (when the customer starts ringing) to disconnection, including time in queue and with an agent.

Limits and Constraints

  • Agent Distribution percentages for the primary and secondary Regions must total 100 within each TDG. The same applies to Telephony Distribution.
  • All phone numbers must belong to a TDG. Unassigned numbers do not follow distribution rules during a failover.
  • TDG Name and Description cannot be changed after creation.
  • Changes are applied asynchronously: a new TDG should appear in the list within a minute after creation, and a newly created TDG may take a few minutes before it appears in a Playbook's TDG selector. Failover and distribution changes may take a short time to reflect on the Dashboard.
  • Phone numbers created after ACGR is enabled are automatically assigned to the Default TDG; numbers created before ACGR was enabled may be unassigned and require manual assignment.
  • For agent distribution to function when traffic shifts, agents must be active in both the primary and secondary Regions before the failover occurs.