Amazon Connect Global Resiliency (ACGR)¶
Overview¶
Amazon Connect Global Resiliency (ACGR) lets you operate your contact center across multiple AWS Regions. If one Region becomes unavailable, you can redirect traffic and agents to another Region to maintain continuity. CxPortal gives you a single interface for managing this setup — without AWS CLI commands or multiple consoles during an incident.
ACGR removes the need to use AWS CLI commands or multiple consoles during an incident.
Who Uses This¶
Operations Teams — Monitor regional health, manage traffic distribution, and trigger failovers during an incident.
Business Admins — Configure Traffic Distribution Groups and failover Playbooks, and assign agents and phone numbers.
Key Concepts¶
| Term | Definition |
|---|---|
| Primary Region | The Region that normally handles your production traffic. |
| Secondary Region | A backup Region that can receive traffic during failover. |
| Traffic Distribution Group (TDG) | A group of agents and phone numbers that share the same traffic distribution between Regions. |
| Failover | Redirecting traffic between Regions by updating distribution percentages. Agent assignments remain the same. |
| Playbook | A saved failover scenario that defines how traffic should shift between Regions. |
Prerequisites/Permissions¶
Before you begin:
- ACGR must be enabled for your instance. Your contact center is operated across two AWS Regions — a primary Region and a secondary Region (for example, us-west-2 as primary and us-east-1 as secondary).
- You have an ACGR role assigned to your account: ACGR Admin (full read/write, can trigger failovers), ACGR Editor (initiates failovers via change request), or ACGR Reader (view-only).
- Resources follow a dependency chain: a Traffic Distribution Group must exist before you can create a Playbook, and at least one Playbook must exist before the Dashboard's Failover Now action becomes available.
What You Can Do¶
What you can do in this module:
- Monitor primary and secondary Region health and resource distribution → Triggering a Failover
- Trigger a failover when a Region needs to fail over → Triggering a Failover
- Create, edit, and delete failover scenarios → Managing Playbooks
- Create Traffic Distribution Groups and assign agents and phone numbers → Managing Traffic Distribution Groups
- Adjust how agents and phone numbers are distributed between Regions → Managing Traffic Distribution Groups
Benefits at a Glance¶
- Continuous Service — Maintain service during regional outages.
- Faster Recovery — Reduce recovery time.
- Rapid Failover — Execute failover in minutes.
- Standardized Response — Use consistent, repeatable recovery procedures.
- Centralized Management — Manage multi-Region operations from one place.
Note ACGR centralizes failover controls and reduces the steps required to restore traffic during a service disruption.
Common Use Cases¶
The following scenarios highlight when ACGR is commonly used.