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To determine if an outbound call made using Amazon Connect's start_outbound_voice_contact
API was connected or not, you'll need to investigate the following:
-
Subscribe to the event stream to monitor events like
INITIATED
,RINGING
,CONNECTED
, andDISCONNECTED
. Look for patterns that indicate whether the call was answered or not. -
Analyze CTRs, focusing on attributes like
ConnectedToSystemTimestamp
,DisconnectTimestamp
, andAfterContactWorkCompletedTimestamp
. Compare these timestamps to infer the call's outcome. CTR data model -
Set up integration with CloudWatch or S3 to store and analyze CTRs for detailed post-call analysis. This can help you understand call outcomes and refine your contact strategy.
-
Based on your analysis, automate your notification system to take alternative actions if the call was not answered, such as sending an SMS or email notification.
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