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How to indentify what are all the agents didn't pick a single contactId and who handled that call?

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As per my analysis in CTR data through Amazon Athena, ContactID has information of Agent who handled the call and if no agent handled then it has cumulative incremental data in the 'AgentConnectionAttempts' field. But there are no information available in CTR to confirm who are all the agents missed the attempt to pick a single ContactID and finally who picked that contact.

Please help to find a logic or Knoweldge Resource where such information is available in Amazon Connect data streams?

Topics
AnalyticsApplication IntegrationBusiness ApplicationsMachine Learning & AI
Tags
Amazon ConnectAmazon Athena
Language
English
asked a year ago519 views
1 Answer
2

The information is in Agent Event Stream. You will need to interpret the State:Connecting and NOT followed by a State:Connected. Also to find out the reason why they did not pick up, check the state after Connecting as it can be REJECTED, ERROR, MISSED.

https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-stream-model.html

That is when you know an agent did NOT pick up the call.

AWS
answered a year ago

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