Contact records data model - Amazon Connect
Important things to knowAgentAgentHierarchyGroupAgentHierarchyGroupsContactDetailsContactTraceRecordEndpointExternalThirdPartyMediaStreamQueueInfoRecordingInfoRecordingsInfoReferencesRoutingProfilestateTransitionsVoiceIdResultAuthenticationFraudDetectionHow to identify abandoned contacts

Contact records data model

This article describes the data model for Amazon Connect contact records. Contact records capture the events associated with a contact in your contact center. Real-time and historical metrics are based on the data captured in the contact records.

Important things to know

  • We continually release new features that result in the addition of new fields to the contact records data model. Any changes we make to the data model are backward compatible. When you develop applications, we recommend that you build them to ignore the addition of new fields in the contact records data model. This will help ensure your applications are resilient.

  • Amazon Connect delivers contact records at least once. Contact records may be delivered again for multiple reasons, such as new information arriving after initial delivery. For example, when you use update-contact-attributes to update a contact record, Amazon Connect delivers a new contact record. This contact record is available for 24 months from the time the associated contact was initiated.

    If you're building a system that consumes contact record export streams, be sure to include logic that checks for duplicate contact records for a contact. Use the LastUpdateTimestamp property to determine if a copy contains new data than previous copies. Then use the ContactId property for deduplication.

  • Every action taken on a unique contact generates an event. These events appear as a field or an attribute on the contact record. If the number of actions for a contact exceeds a threshold, such as an internal storage limit, then any actions that follow will not appear on that contact record.

  • For the contact record retention period and maximum size of the attributes section of a contact record, see Amazon Connect feature specifications.

  • For information about when a contact record is created (and thus can be exported or used for data reporting), see Events in the contact record.

  • For a list of all contact attributes, including telephony call and case attributes, see List of available contact attributes and their JSONPath reference.

Agent

Information about the agent who accepted the incoming contact.

AgentInteractionDuration

The time, in whole seconds, that an agent interacted with a customer. For outbound calls, this is the time, in whole seconds, that an agent was connected to a contact, even if the customer is not present.

Type: Integer

Min value: 0

AfterContactWorkDuration

The difference in time, in whole seconds, between AfterContactWorkStartTimestamp and AfterContactWorkEndTimestamp.

Type: Integer

Min value: 0

AfterContactWorkEndTimestamp

The date and time when the agent stopped doing After Contact Work for the contact, in UTC time.

Type: String (yyyy-mm-ddThh:mm:ssZ)

AfterContactWorkStartTimestamp

The date and time when the agent started doing After Contact Work for the contact, in UTC time.

Type: String (yyyy-mm-ddThh:mm:ssZ)

ARN

The Amazon Resource Name of the agent.

Type: ARN

ConnectedToAgentTimestamp

The date and time the contact was connected to the agent, in UTC time.

Type: String (yyyy-mm-ddThh:mm:ssZ)

CustomerHoldDuration

The time, in whole seconds, that the customer spent on hold while connected to the agent.

Type: Integer

Min value: 0

HierarchyGroups

The agent hierarchy groups for the agent.

Type: AgentHierarchyGroups

LongestHoldDuration

The longest time, in whole seconds, that the customer was put on hold by the agent.

Type: Integer

Min value: 0

NumberOfHolds

The number of times the customer was put on hold while connected to the agent.

Type: Integer

Min value: 0

RoutingProfile

The routing profile of the agent.

Type: RoutingProfile

Username

The username of the agent.

Type: String

Length: 1-100

stateTransitions

The state transitions of a supervisor.

Type: Array of stateTransitions.

AgentHierarchyGroup

Information about an agent hierarchy group.

ARN

The Amazon Resource Name (ARN) of the group.

Type: ARN

GroupName

The name of the hierarchy group.

Type: String

Length: 1-256

AgentHierarchyGroups

Information about the agent hierarchy. Hierarchies can be configured with up to five levels.

Level1

The group at level one of the agent hierarchy.

Type: AgentHierarchyGroup

Level2

The group at level two of the agent hierarchy.

Type: AgentHierarchyGroup

Level3

The group at level three of the agent hierarchy.

Type: AgentHierarchyGroup

Level4

The group at level four of the agent hierarchy.

Type: AgentHierarchyGroup

Level5

The group at level five of the agent hierarchy.

Type: AgentHierarchyGroup

ContactDetails

Contains user-defined attributes which are lightly typed within the contact.

This object is used only for task contacts. For voice or chat contacts, or for tasks that have contact attributes set with the flow block, check the ContactTraceRecord Attributes object.

ContactDetailsName

Type: String

Length: 1-128

ContactDetailsValue

Type: String

Length: 0-1024

ReferenceAttributeName

Type: String

Length: 1-128

ReferenceAttributesValue

Type: String

Length: 0-1024

ContactTraceRecord

Information about a contact.

Agent

If this contact successfully connected to an agent, this is information about the agent.

Type: Agent

AgentConnectionAttempts

The number of times Amazon Connect attempted to connect this contact with an agent.

Type: Integer

Min value: 0

Attributes

The contact attributes, formatted as a map of keys and values.

Type: Attributes

Members: AttributeName, AttributeValue

AWSAccountId

The ID of the AWS account that owns the contact.

Type: String

AWSContactTraceRecordFormatVersion

The record format version.

Type: String

Channel

How the contact reached your contact center.

Valid values: VOICE, CHAT, TASK

ConnectedToSystemTimestamp

The date and time the customer endpoint connected to Amazon Connect, in UTC time. For INBOUND, this matches InitiationTimestamp. For OUTBOUND, CALLBACK, and API, this is when the customer endpoint answers.

Type: String (yyyy-mm-ddThh:mm:ssZ)

ContactId

The ID of the contact.

Type: String

Length: 1-256

CustomerEndpoint

The customer or external third party participant endpoint.

Type: Endpoint

DisconnectTimestamp

The date and time that the customer endpoint disconnected from Amazon Connect, in UTC time.

Type: String (yyyy-mm-ddThh:mm:ssZ)

DisconnectReason

Indicates how the contact was terminated. This data is currently available in the Amazon Connect contact record stream and Contact details page.

The disconnect reason may not be accurate when there are agent or customer connectivity issues. For example, if the agent is having connectivity issues, the customer might not be able to hear them ("Are you there?") and hang up. This would be recorded as CUSTOMER_DISCONNECT and not reflect the connectivity issue.

Type: String

Voice contacts can have the following disconnect reasons:

  • CUSTOMER_DISCONNECT: Customer disconnected first.

  • AGENT_DISCONNECT: Agent disconnected when the contact was still on the call.

  • THIRD_PARTY_DISCONNECT: In a third-party call, after the agent has left, the third-party disconnected the call while the contact was still on the call.

  • TELECOM_PROBLEM: Disconnected due to an issue with connecting the call from the carrier, network congestion, network error, etc.

  • BARGED: Supervisor disconnected the agent from the call.

  • CONTACT_FLOW_DISCONNECT: Call was disconnected in a flow.

  • OTHER: This includes any reason not explicitly covered by the previous codes. For example, the contact was disconnected by an API.

Chats can have the following disconnect reasons:

  • AGENT_DISCONNECT: Agent explicitly disconnects or rejects a chat.

  • CUSTOMER_DISCONNECT: Customer explicitly disconnects.

  • OTHER: Used only for error states such as message transport issues.

For many contacts, such as contacts ended by flows or APIs, there will not be any disconnect reason. In the contact record it will appear as null.

Tasks can have the following disconnect reasons:

  • AGENT_DISCONNECT: Agent marked the task as complete.

  • EXPIRED: Task expired automatically because it was not assigned or completed within 7 days.

  • CONTACT_FLOW_DISCONNECT: Task was disconnected or completed by a flow.

  • API: The StopContact API was called to end the task.

  • OTHER: This includes any reason not explicitly covered by the previous codes.

InitialContactId

The identifier of the initial contact.

Type: String

Length: 1-256

InitiationMethod

Indicates how the contact was initiated.

Valid values:

  • INBOUND: The customer initiated voice (phone) contact with your contact center.

  • OUTBOUND: An agent initiated voice (phone) contact with the customer, by using the CCP to call their number. This initiation method calls the StartOutboundVoiceContact API.

  • TRANSFER: The customer was transferred by an agent to another agent or to a queue, using quick connects in the CCP. This results in a new CTR being created.

  • CALLBACK: The customer was contacted as part of a callback flow.

    For more information about the InitiationMethod in this scenario, see About queued callbacks in metrics.

  • API: The contact was initiated with Amazon Connect by API. This could be an outbound contact you created and queued to an agent, using the StartOutboundVoiceContact API, or it could be a live chat that was initiated by the customer with your contact center, where you called the StartChatConnect API.

  • QUEUE_TRANSFER: While the customer was in one queue (listening to Customer queue flow), they were transferred into another queue using a flow block.

  • EXTERNAL_OUTBOUND: An agent initiated voice (phone) contact with an external participant to your contact center using either quick connect in the CCP or a flow block.

  • MONITOR: A supervisor initiated monitor on an agent. The supervisor can silently monitor the agent and customer, or barge the conversation.

  • DISCONNECT: When a Set disconnect flow block is triggered, it specifies which flow to run after a disconnect event during a contact.

    A disconnect event is when:

    • A call, chat, or task is disconnected.

    • A call is disconnected by a customer, agent, third party, supervisor, flow, telecom problem, API, or any other reason.

    • A task is disconnected as a result of a flow action.

    • A task expires. The task is automatically disconnected if it is not completed in 7 days.

    If a new contact is created while running a disconnect flow, then the initiation method for that new contact is DISCONNECT.

InitiationTimestamp

The date and time this contact was initiated, in UTC time. For INBOUND, this is when the contact arrived. For OUTBOUND, this is when the agent began dialing. For CALLBACK, this is when the callback contact was created. For EXTERNAL_OUTBOUND, this is when the agent started dialing the external participant. For MONITOR, this is when the supervisor started listening to a contact. For TRANSFER and QUEUE_TRANSFER, this is when the transfer was initiated. For API, this is when the request arrived.

Type: String (yyyy-mm-ddThh:mm:ssZ)

InstanceARN

The Amazon Resource Name of the Amazon Connect instance.

Type: ARN

LastUpdateTimestamp

The date and time this contact was last updated, in UTC time.

Type: String (yyyy-mm-ddThh:mm:ssZ)

MediaStreams

The media streams.

Type: Array of MediaStream

NextContactId

If this contact is not the last contact, this is the ID of the next contact.

Type: String

Length: 1-256

PreviousContactId

If this contact is not the first contact, this is the ID of the previous contact.

Type: String

Length: 1-256

Queue

If this contact was queued, this is information about the queue.

Type: QueueInfo

Recording

If recording was enabled, this is information about the recording.

Type: RecordingInfo

Recordings

If recording was enabled, this is information about the recording.

Type: Array of RecordingsInfo

Note

The first recording for a contact will appear in both the Recording and Recordings sections of the contact record.

RelatedContactId

If this contact is associated with another contact, this is the identifier of the related contact.

Type: String

Length: 1-256.

ScheduledTimestamp

The date and time when this contact was scheduled to trigger the flow to run, in UTC time. This is supported only for the task channel.

Type: String (yyyy-mm-ddThh:mm:ssZ)

SystemEndpoint

The system endpoint. For INBOUND, this is the phone number that the customer dialed. For OUTBOUND and EXTERNAL_OUTBOUND, this is the outbound caller ID number assigned to the outbound queue that is used to dial the customer. For callback, this shows up as Softphone for calls handled by agents with softphone.

Type: Endpoint

TransferCompletedTimestamp

If this contact was transferred out of Amazon Connect, the date and time the transfer endpoint was connected, in UTC time.

Type: String (yyyy-mm-ddThh:mm:ssZ)

TransferredToEndpoint

If this contact was transferred out of Amazon Connect, the transfer endpoint.

Type: Endpoint

Endpoint

Information about an endpoint. In Amazon Connect, an endpoint is the destination for a contact, such as a customer phone number, or a phone number for your contact center.

Address

The value for the type of endpoint. For TELEPHONE_NUMBER, the value is a phone number in E.164 format.

Type: String

Length: 1-256

Type

The endpoint type. Currently, an endpoint can only be a telephone number.

Valid values: TELEPHONE_NUMBER

ExternalThirdParty

Information about the External Third Party participant.

ExternalThirdPartyInteractionDuration

The time, in whole seconds, that the external participant interacted with the customer.

Type: Integer

Min value: 0

MediaStream

Information about the media stream used during the contact.

Type

Type: MediaStreamType

Valid values: AUDIO, VIDEO, CHAT

QueueInfo

Information about a queue.

ARN

The Amazon Resource Name of the queue.

Type: ARN

DequeueTimestamp

The date and time the contact was removed from the queue, in UTC time. Either the customer disconnected or the agent started interacting with the customer.

Type: String (yyyy-mm-ddThh:mm:ssZ)

Duration

The difference in time, in whole seconds, between EnqueueTimestamp and DequeueTimestamp.

Type: Integer

Min value: 0

EnqueueTimestamp

The date and time the contact was added to the queue, in UTC time.

Type: String (yyyy-mm-ddThh:mm:ssZ)

Name

The name of the queue.

Type: String

Length: 1-256

RecordingInfo

Information about a voice recording.

DeletionReason

If the recording was deleted, this is the reason entered for the deletion.

Type: String

Location

The location, in Amazon S3, for the recording.

Type: String

Length: 0-256

Status

The recording status.

Valid values: AVAILABLE | DELETED | NULL

Type

The recording type.

Valid values: AUDIO

RecordingsInfo

Information about a voice recording or chat transcript.

DeletionReason

If the recording/transcript was deleted, this is the reason entered for the deletion.

Type: String

FragmentStartNumber

The number that identifies the Kinesis Video Streams fragment where the customer audio stream started.

Type: String

FragmentStopNumber

The number that identifies the Kinesis Video Streams fragment where the customer audio stream stopped.

Type: String

Location

The location, in Amazon S3, for the recording/transcript.

Type: String

Length: 0-256

MediaStreamType

Information about the media stream used during the conversation.

Type: String

Valid values: AUDIO, VIDEO, CHAT

ParticipantType

Information about the conversation participant: whether they are an agent or contact. Following are the participant types:

  • All

  • Manager

  • Agent

  • Customer

  • Thirdparty

  • Supervisor

Type: String

StartTimestamp

When the conversation started.

Type: String (yyyy-mm-ddThh:mm:ssZ)

Status

The status of the recording/transcript.

Valid values: AVAILABLE | DELETED | NULL

StopTimestamp

When the conversation stopped.

Type: String (yyyy-mm-ddThh:mm:ssZ)

StorageType

Where the recording/transcript is stored.

Type: String

Valid values: Amazon S3 | KINESIS_VIDEO_STREAM

References

Contains links to other documents that are related to a contact.

Reference Info

Name

Type

Value

RoutingProfile

Information about a routing profile.

ARN

The Amazon Resource Name of the routing profile.

Type: ARN

Name

The name of the routing profile.

Type: String

Length: 1-100

stateTransitions

Information about the state transitions of a supervisor.

stateStartTimestamp

The date and time when the state started in UTC time.

Type: String (yyyy-mm-ddThh:mm:ssZ)

stateEndTimestamp

The date and time when the state ended in UTC time.

Type: String (yyyy-mm-ddThh:mm:ssZ)

state

Valid values: SILENT_MONITOR | BARGE.

VoiceIdResult

The latest Voice ID status.

Authentication

The voice authentication information for the call.

Type: Authentication

FraudDetection

The fraud detection information for the call.

Type: FraudDetection

GeneratedSpeakerId

The speaker identifier generated by Voice ID.

Type: String

Length: 25 characters

SpeakerEnrolled

Was the customer enrolled during this contact?

Type: Boolean

SpeakerOptedOut

Did the customer opt out during this contact?

Type: Boolean

Authentication

Information about Voice ID authentication for a call.

ScoreThreshold

The minimum authentication score required for a user to be authenticated.

Type: Integer

Min value: 0

Max value: 100

MinimumSpeechInSeconds

The number of seconds of speech used to authenticate the user.

Type: Integer

Min value: 5

Max value: 10

Score

The output of Voice ID authentication evaluation.

Type: Integer

Min value: 0

Max value: 100

Result

The string output of Voice ID authentication evaluation.

Type: String

Length: 1-32

Valid values: Authenticated | Not Authenticated| Not Enrolled | Opted Out | Inconclusive | Error

FraudDetection

Information about Voice ID fraud detection for a call.

ScoreThreshold

The threshold for detection of fraudsters in a watchlist that was set in the flow for the contact.

Type: Integer

Min value: 0

Max value: 100

Result

The string output of detection of fraudsters in a watchlist.

Type: String

Valid values: High Risk | Low Risk | Inconclusive | Error

Reasons

Contains fraud types: Known Fraudster and Voice Spoofing.

Type: List of String

Length: 1-128

RiskScoreKnownFraudster

The detection of fraudsters in a watchlist score for Known Fraudster category.

Type: Integer

Min value: 0

Max value: 100

RiskScoreVoiceSpoofing

The fraud risk score based on Voice Spoofing, such as playback of audio from Text-to-Speech systems recorded audio.

Type: Integer

Length: 3

RiskScoreSyntheticSpeech (unused)

This field is unused. This score is presented as a combined risk score for Voice Spoofing.

Type: Integer

Length: 3

GeneratedFraudsterID

The fraudster ID if the fraud type is Known Fraudster.

Type: String

Length: 25 characters

WatchlistID

The fraudster watchlist that was set in the flow for the contact. Use for Known Fraudster Detection.

Type: String

Length: 22 characters

How to identify abandoned contacts

An abandoned contact refers to a contact that was disconnected by the customer while in queue. This means that they weren't connected to an agent.

The contact record for an abandoned contact has a Queue, and an Enqueue Timestamp because it was enqueued. It won’t have a ConnectedToAgentTimestamp, or any of the other fields that populate only after the contact has been connected to an agent.