How to get contact details for any particular contact in AWS Connect using aws-sdk-javascript-v2

Question

Details like: -
Queue time and duration
Connected to agent details like ACW duration, ACW start and end

I'd like to extract all the details visible through console if possible.

Any tips?

ledge · Answer

You can get some of the data you are after via the DescribeContact API. You can calculate things like time in queue by comparing EnqueueTimestamp with either the ConnectedToAgentTimestamp or DisconnectTimestamp depending on whether the call was answered by an agent or not.

ACW information is only available by enabling Agent Event streams and capturing that data and processing it. There is a section in the admin guide about this here

ACW information is only available by enabling Agent Event streams and capturing that data and processing it. There is a section in the admin guide about this [here](https://docs.aws.amazon.com/connect/latest/adminguide/determine-acw-time.html)

How to get contact details for any particular contact in AWS Connect using aws-sdk-javascript-v2

Add your answer

Relevant content