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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

Argomenti
AnalisiServerlessIntegrazione delle applicazioniApplicazioni aziendaliInternet delle cose (IoT)
Tag
Amazon AthenaAmazon EventBridgeAmazon ConnectAmazon Kinesis
Lingua
English
johnwitt
posta un anno fa440 visualizzazioni
2 Risposte
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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
con risposta un anno fa
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ESPERTO
AWS-samfred
verificato un anno fa
  • John
    un anno fa

    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
    un anno fa

    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
con risposta un anno fa
  • John
    un anno fa

    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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