Search for in-progress contacts
For a contact that is handled by an agent, a contact is considered In Progress until the agent completes After Contact Work. For a contact that is never handled by an agent, a contact is considered In Progress until the contact is disconnected.
Permissions needed to search for in-progress contacts
The permissions needed to search for in-progress contacts are the same as those for searching for completed contacts. For more information, see Manage who can search for contacts and access detailed information.
Contact states supported by Contact search
For voice and chat contacts, the Contact search page displays in-progress contacts that are connected to an agent or disconnected. For in-progress voice and chat contacts, contacts that are queued (including queued callbacks) are not displayed on the Contact search page.
For tasks, the Contact search displays all in-progress contacts after they are initiated.
How to search for in-progress contacts
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Log in to Amazon Connect with a user account that has permissions to access contact records.
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In Amazon Connect choose Analytics and optimization, Contact search.
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Select the Contact status filter and change the selected value to In progress. The default Contact status is Completed.
Filter contacts by using timestamp types
You can search for contacts in a particular contact state using Timestamp type within the Time range filter. For example, you can search for task contacts that are scheduled for the next day by selecting Contact status = In progress, Timestamp type = Scheduled and the appropriate date within Time range.
The following timestamp types are supported: initiated, connected (to agent), disconnected and scheduled. When you search for contacts using a certain Timestamp type, the search results do not contain contacts that do not have that timestamp populated, e.g. if you search for a contact with Timestamp type = Disconnected and Contact status = In progress, then you will only view contacts that are in After Contact Work state.
Important
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The Time range filter on the Contact search page has Timestamp type set to Initiated by default. Before the Timestamp type selection was introduced, the Timestamp type used by the Time range filter was Disconnected.
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Saved searches on Contact search created before to the launch of the ability to search for in-progress contacts (launched September 2023) have been updated with the filters Contact status = Completed and Timestamp type = Disconnected. These selections were implied before the launch of in-progress contacts.
View in progress contacts
You can click on a Contact ID within the Contact search results to view details of an in-progress contact.
Important things to know
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The Contact details page for an in-progress contact shows data available at the time Contact details page was opened. It does not automatically refresh as the contact progresses. You need to refresh the page manually using your browser.
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Certain fields on Contact search and may have missing or inconsistent information while the contact is in progress. After a contact is completed, information is eventually made consistent with the underlying contact record, after the page is manually refreshed.
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There may be a delay between the contact being Completed and the contact being marked as Completed on the contact record.
Review real-time transcripts
For voice contacts, with real-time call analytics enabled, you can view transcripts of a contact in real-time on a Contact Details page. Scrolling down within the transcript automatically pulls the latest available turn of the conversation. Alternatively, you can choose the refresh icon on the bottom the transcript to see the latest conversation.
