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S3 or similar location for Amazon Connect Reports

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Has anyone found where Amazon Connect historical and real-time reports are stored, S3 or otherwise? For example, I have a historical report for agents status that runs every 30 minutes, and stores what state the agent was in i.e. available, after call for every 30 minutes. This is exactly what I want in Athena to build an every 30 minute query. However, currently my reporting is based on CTR and agent status changes via Kinesis and Quicksight into Athena, meaning I can't build a report every 30 minutes if say in a 2hr block four agents were online yet no calls came in and they never changed their status. Yet, in my historical report that data is there, but I don't see an S3 bucket where this is stored.

John

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AnalysenServerlosAnwendungsintegrationGeschäftsanwendungenInternet der Dinge (IoT)
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Amazon AthenaAmazon EventBridgeAmazon ConnectAmazon Kinesis
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English
johnwitt
gefragt vor einem Jahr440 Aufrufe
2 Antworten
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Historical Reports, if you scheduled them, they are saved on S3. the location is specified in the instance configuration under Data Storage, https://docs.aws.amazon.com/connect/latest/adminguide/update-instance-settings.html#update-data-storage-options Under "Exported Reports". Then your scheduled historical reports will be exported to this bucket, optionally you can add additional prefix to each scheduled reports as well, https://docs.aws.amazon.com/connect/latest/adminguide/schedule-historical-metrics-report.html

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ClarenceChoi
beantwortet vor einem Jahr
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EXPERTE
AWS-samfred
überprüft vor einem Jahr
  • John
    vor einem Jahr

    Thanks - I found if you only schedule one report it maps easily into Glue/Athena/Quicksight. However, I could not get Glue Crawler to work to differentiate per report type, but the 30min/3day agent status report is enough for our needs.

    John

  • ClarenceChoi
    vor einem Jahr

    Reports can be separated, when you schedule your report in the Connect UI. You can put a different prefix for each saved report. So that in your S3, your schedule/saved reports are in different prefixes (folders) and you Glue/Athena will then be able to specify the S3/Prefix for each type of report

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They are not saved anywhere you can access. Have you checked out this blog post on reporting on agent states? (https://aws.amazon.com/blogs/contact-center/analyze-amazon-connect-agent-event-stream-with-amazon-athena-and-amazon-quicksight-part-5/)

David

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dmacias
beantwortet vor einem Jahr
  • John
    vor einem Jahr

    Hello David,

    I followed all those blogs, but unfortunately it is near impossible to calculate Available time accurately using agent events as AWS does not track a timestamp for when an agent ends ACW but remains available. The heartbeat messages can be used for 2min intervals but difficult to obtain further granularity.

    A workaround is to store historical reports in S3 per the other answer. I tried to use Glue Crawler per AWS Support but it didn't work; however, if you run the 30 min/3day report only and "slam" the schema directly into native Glue 1:1 from S3 you can visualize in Athena/Quicksight, and with some Hive SQL magic JOIN with the call data.

    John

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