Data types - Amazon Connect Data Lake Best Practices

Data types

Amazon Connect manages a variety of contact center data, including:

  • Resources and configurations such as queues, contact flows, users, and routing profiles

  • Contact metadata such as connection time, handle time, source number or automatic number identification (ANI), destination number or dialed number identification service (DNIS), and user-defined contact attributes

  • Agent-related performance data such as login time, status changes, and contacts handled

  • Phone call audio streams such as call recordings

  • Chat transcripts

  • Attachments

  • Integration configuration with external applications

  • Knowledge documents

  • Voiceprints for authenticating customer’s voice

This section gives an overview of various data types available in Amazon Connect.

Customer profiles

Amazon Connect Customer Profiles enables agents to deliver efficient and personalized customer service by importing customer information from various applications into a unified customer profile. You can ingest customer data from homegrown or third-party applications such as Salesforce, ServiceNow, Zendesk, and Marketo into your Amazon Simple Storage Service (Amazon S3) data lake using pre-built connectors.

Contact trace record

Contact trace records (CTR) captures transactional metrics such as hold time, wait time, and agent interaction time in JavaScript Object Notation (JSON) format. Amazon Connect aggregates CTR data to create metrics reporting. Data retention for CTR is 24 months upon contact initiation. You can stream CTRs to Amazon Kinesis for extended retention and advanced analysis. The CTR data model describes various event types available in CTRs.

Contact flow logs

Amazon Connect contact flow logs capture real-time events and metrics about how your customers interact with contact flows. Amazon CloudWatch creates a log group for each Amazon Connect instance when you enable contact flow logging and include a set logging behavior block for the contact flows.

Contact flow logs contain the contact flow ID, the customer’s contact ID, and the block’s actions. Using contact flow logs, you can compare customer’s interactions with different contact flow versions or trace their interactions through each contact flow. Contact flow logs help you debug and roll back contact flows to previous versions should any issues arise.

Contact Lens output files

Using natural language processing (NLP) and speech-to-text analytics, Contact Lens for Amazon Connect provides insights to analyze customer sentiment, identify conversations trends for product feedback, and compliance audits for standard greetings and sign-offs.

With advanced conversational search, you can perform a fast full-text search for relevant calls by sentiment scores and non-talk time to identify common utterances that result in positive or negative customer sentiment. Contact Lens automatically redacts sensitive personally identifiable information (PII) for data privacy.

You can intercept potential poor customer experience by creating rules to send alerts on specific keywords or phrases. Agents can escalate the issue and transfer calls while passing real-time transcripts to ensure proper handoff.

Contact Lens stores metadata for call transcript, sentiment analysis, non-talk time, talk speed, interruptions, and categorization labels in Amazon S3. You can create custom visualization or machine learning (ML) models using data from Contact Lens and CTR stored in S3.

Agent events streams

Amazon Connect agent event streams capture and store agent activity in S3 via Amazon Kinesis Data Streams. You can create dashboards for near real-time agent reporting such as agent login, agent logout, agent connects with a contact and agent status change.

You can integrate agent event streams into workforce management (WFM) solutions for agent staffing management or configure alerts on specific agent activity.

Voice and chat recordings

Amazon Connect records a conversation only when a customer connects to an agent. When the contact disconnects, the call recordings are available in your S3 bucket, or accessible in the customer's contact trace record (CTR).

As an omnichannel contact center, Amazon Connect Chat enables customers to chat with agents across your business applications, web, or mobile. Customers can resume conversations and switch devices during the chat.

Amazon Connect redacts, encrypts, and stores voice and chat conversations between the agent and the contact in your S3 bucket for advanced analytics.

Third-party integration

When using AWS Partners or other third-party solutions with Amazon Connect, you can consolidate logs and external data sources in Amazon S3.