Does Connect has a call trace feature that follows a call through call flow

Hi,
There is no out of the box feature for this. We offer reporting and Customer Journey Maps which might answer your questions.

https://comstice.com/amazon-connect-reporting-analytics

https://comstice.com/customer-journey-maps

Regards,
Halim

Hi,

The first thing to do is to get your Connect instance logging the Contact Flow Logs:

https://docs.aws.amazon.com/connect/latest/adminguide/contact-flow-logs.html

Once you have this, then you can use CloudWatch insights https://docs.aws.amazon.com/AmazonCloudWatch/latest/logs/AnalyzingLogData.html or even better send the logs to Lambda and onto Elastic Search.

Then you can run all sorts of queries to get what you need.

If you want to track customer journey mapping, you could simply use a Contact attribute and append data as you go, then use the CTR.

Thx
Dan