Track AWS Connect calls which hang up before reaching a queue

Question

On our setup we have a welcome message which plays before transferring the caller into a queue.
As I understand it, the abandoned calls stats only count calls which made it into the queue, but hung up before connecting to an agent.
Is there any way to get a count of callers who hang up before the welcome message ends, before they're even transferred to the queue?

Accepted Answer

Yes, you can use the historical "Phone numbers" report, you will see all the phone numbers shows up as the first column.  Make sure to include the following metric:

Contacts incoming

Contacts queued

Contacts incoming is the total number of calls the phone number answered, and Contacts queued should be a smaller number which are the calls that went into queue.  The difference will be how many calls did NOT go into a queue.

Track AWS Connect calls which hang up before reaching a queue

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