How do I troubleshoot issues with contact trace records or applying filters in Amazon Connect?

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I want to troubleshoot issues when viewing contact trace records or applying filters in Amazon Connect.


Contact trace records (CTRs) capture the events associated with a contact in your contact center. Real-time and historical metrics are based on the data captured in the contact records.

CTRs are generated in the following ways:

  • After the call has ended and the Agent Status is moved from ACW to Available or Offline status.
  • When a call is transferred to another agent or queue.
  • Abandoned contacts, where a contact is disconnected by the customer when in queue.

Not all calls result in CTRs. For example, short-lived contacts, such as a customer hanging up immediately after dialing, won't create a CTR. Amazon Connect doesn't create a CTR when there's no agent engagement. For more information, see Contact records data model.

Amazon Connect delivers contact records at least once. Contact records can be delivered again for multiple reasons such as when new information arrives after initial delivery. For example, if you use update-contact-attributes to update a contact record, Amazon Connect delivers a new contact record. This contact record is available for 24 months from the time that the associated contact was initiated. For more information, see the Contact records data model.

To troubleshoot issues with CTRs or applying filters, consider the following:

Contact trace records

To troubleshoot issues with accessing contact trace records, review the following:

User permissions

For a user to view all contact records, be sure that the required permissions are assigned to the user. To add permissions to an existing security profile, see Update security profiles.

Overlapping security profiles

Overlapping security profiles might occur if a user has both a privileged security profile, such as Admin, and a less privileged profile, such as Agent. To avoid unexpected access issues from overlapping security profiles, make sure that all security profiles attached to a user have the Restrict contact access turned off.

Agent hierarchy

If agent hierarchy isn't configured, then remove the user’s security profile permission for Restrict contact access. Turning off the Restrict contact access permission allows the user to view all contact records.

Note: If Restrict contact access is turned on, then contact search results are restricted based on the agent's hierarchy.

If agent hierarchy is configured, then a user's access to contacts is based on their agent hierarchy. This means that the user has access only to contacts handled by an agent within their hierarchy. This is because contact records must be classified with the user's agent hierarchy before they can be filtered. Be sure that you're checking the CTRs after the agent hierarchy is set up.

Agent security profile

To view and edit the security profile for an agent, you must log in as a user with the following permissions:

  • Users - View and Edit permissions
  • Security profiles - View and Edit permissions

To access the security profile for an agent, do the following:

  1. Log in to your contact center at https://instance You must be logged in with an Amazon Connect account that has permissions to update security profiles.
  2. In the navigation pane, choose Users, and then choose User management.
  3. Select the agent, and then choose Edit. The Security profiles section lists the security profiles associated with the agent.
  4. To add or remove permissions to an existing security profile, see Update security profiles.

If the user has the correct permissions, security profile, and agent hierarchy, but still can't see the CTRs, then create a Support case. Be sure to include screenshots with the following information:

  • The user's security profile
  • The agent hierarchy
  • An example CTR of Contact IDs that can't be accessed by that user

Using the agent filter

To use the Agent filter on the Contact search page, the user must have the required permissions to use the Agent search filter. To change security profiles, see Update security profiles.

Using the custom contact attribute filter

To use the custom contact attribute filter, the user must have the required permissions to configure searchable contact attributes.

After assigning the required permissions in the security profile, refresh the Contact search page, choose Add filter, and then choose Custom contact attribute.

When using the custom contact attribute filter, consider the following:

  • By default a custom attribute isn't indexed for search until a user with appropriate permissions specifies that it's searchable. Only a user with the Configure searchable contact attributes permission can configure the custom contact attributes search key.
  • If the Contact attributes permission isn't present, then the user can't view the filter option of custom contact attribute.
  • If the Configure searchable contact attributes permissions isn't present, the user can apply only previously configured searchable contact attributes. The user can't create new searchable contact attributes.
  • If a Custom contact attribute is added, then users can search on Attribute keys for any future contacts. But the user can't search on Attribute keys for previously formed contacts.

Related information

Analyze Amazon Connect Contact Trace Record with Amazon Athena and Amazon QuickSight

AWS OFFICIALUpdated 2 months ago