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Embedding or Integrating Amazon Connect Live Dashboard into ServiceNow (UI Builder) – Best Approach?

RoyyapalliB
Kilo Explorer

yesterday

Hi everyone,

I’m currently working on integrating Amazon Connect dashboards into ServiceNow and would appreciate some guidance on the best approach.

🔹 Requirement

We need to display a live, dynamic dashboard from Amazon Connect inside ServiceNow (preferably using UI Builder or dashboards).

🔹 What we have tried so far

  1. REST API Integration

    • We used APIs from Amazon Connect to fetch metrics.

    • Implemented using REST Message and Script Includes in ServiceNow.

    • Stored data in custom tables and attempted to build dashboards.

    • Issue: Only ~50–60% of the required data is available via APIs. Some dashboard insights (AI metrics, computed KPIs) are missing.

  1. UI Builder Embedding Attempt

    • Tried to embed the AWS Connect dashboard URL using UI Builder components.

    • Attempted using URL component and iframe approaches.

    • Issue: Instead of embedding, it redirects or gets blocked (likely due to X-Frame-Options / CSP).

🔹 Current Understanding

  • Direct iframe embedding of AWS Connect console may not be supported due to security restrictions.

  • REST APIs provide only partial data, requiring custom dashboard recreation.

  • Considering whether embedding via another AWS service might be better.

🔹 Questions

  1. Is there any supported way to embed Amazon Connect dashboards directly into ServiceNow UI Builder?

  2. Has anyone successfully implemented AWS Signature V4 authentication in ServiceNow RESTMessageV2 for Amazon Connect APIs?

  3. Is using Amazon QuickSight for dashboard creation and embedding into ServiceNow a better approach?

  4. What is the recommended architecture for:

    • Full data visibility

    • Real-time updates

    • Minimal custom development

🔹 Goal

To achieve:

  • A live, dynamic dashboard

  • Displayed within ServiceNow

  • Without losing key metrics or rebuilding everything manually

Any suggestions, implementation patterns, or references would be really helpful.

Thanks in advance!

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