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Reconnected WhatsApp chats not showing in Amazon Connect real-time metrics or agent queue view

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We’re using Amazon Connect Chat integrated with WhatsApp for live customer support.

Here’s our setup and issue:

Setup:

Customers connect via WhatsApp (Amazon Connect Chat integration).

If a customer leaves mid-conversation and later returns, we reconnect them to the same agent queue.

If that agent is not available, we transfer the reconnecting chat to the original queue.

Problem:

When a customer reconnects, the chat does not appear in the real-time metrics dashboard under the Agent Queues or Contact Queues views.

The reconnecting chats are not visible to supervisors in real-time metrics, even though the contact flow shows the chat is being routed correctly.

Also, not all online agents appear under the corresponding agent queue in real-time metrics when these reconnections happen.

What we’ve checked:

Agents are logged in and in “Available” state.

Queues and routing profiles are correctly configured.

Contact routing and transfer to the correct queue are confirmed in CloudWatch logs.

Question:

Is this expected behavior for reconnected chats (using Persistent Chat or ReconnectContactId) in Amazon Connect?

Do reconnecting chat contacts bypass standard queue metrics or agent visibility in real-time reports?

What’s the recommended way to ensure reconnecting chats appear in real-time metrics and queue dashboards, or how can we track these reconnects in a supported way?

Topics
Business Applications
Tags
Amazon Connect
Language
English

asked 10 months ago100 views

1 Answer
0

This behavior is expected with reconnected chats in Amazon Connect. When customers reconnect to a chat using Persistent Chat or ReconnectContactId functionality, these reconnected contacts don't appear in the standard real-time metrics dashboard under Agent Queues or Contact Queues views.

The discrepancy occurs because Amazon Connect's real-time metrics have specific counting mechanisms. Reconnected chats are handled differently in the metrics system compared to new contacts. This is similar to how other contact types (like callbacks or transfers) can sometimes show discrepancies in metrics reporting.

For monitoring and tracking these reconnected chats, you have several options:

  1. Use the Queue and agent performance dashboard, which provides more comprehensive real-time statistics including agent activity and queue performance metrics that might capture these reconnection scenarios better than the standard real-time metrics view.

  2. Consider implementing custom monitoring using Amazon Connect's APIs, particularly GetCurrentMetricData, to build a custom solution that specifically tracks reconnected chats.

  3. Set up Rules in the Analytics and Optimization section to generate alerts or events when specific conditions are met in your queues, which could help identify when reconnected chats are being processed.

  4. For a more comprehensive view, you could implement a custom dashboard solution using Amazon Connect's metrics APIs to specifically track and display reconnected chat contacts.

The Amazon Connect dashboard capabilities continue to evolve, with features like intraday forecast performance dashboards that provide more granular insights into contact center performance, but the current standard real-time metrics have this limitation with reconnected chats.
Sources
How do I turn on alerts so that agents that are not on an available state are notified that there are voice calls waiting to be picked up? | AWS re:Post
Why is contacts queued (enqueue timestamp) larger than contacts queued in amazon connect Dashboard | AWS re:Post
Elevate your contact center: AI-powered analytics with Amazon Connect | AWS Contact Center
Queue and agent performance dashboard in Amazon Connect - Amazon Connect

answered 10 months ago

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