AWS Connect - EXPIRED Calls (Disconnect Reason)

Question

We have been using AWS Connect for our HVOC using Predictive Dialer. We have our segments and journey created in PinPoint. This is for our voice channel. We noticed the EXPIRED calls started last December 29, 2023 and as we increase the list of contacts in our segment, it also increases the number of expired contacts. We also noticed about 90 to 100+ contacts being placed in somewhat "waiting list" to be dialed by the campaign and it expires after 15 minutes of being in that "waiting list".

We tried increasing our Concurrent Active Call Quota to 300 from 110 and it didn't resolve the issue.

We also contacted AWS Support and was advised that there's no way to lessen those expired calls which I don't believe as it impacts directly the revenue of our business if we are unable to contact those numbers on the list because it only expires.

Posting this question here hoping someone has the same experience before and was able to resolve it.

Thanks in advance!

Gunasekaran, Makendran · Answer

Increasing the concurrent active call quota may not fully resolve the issue, as the "Expired" contacts are not actually considered failed call attempts, but rather contacts that were queued for an outbound call but could not be connected due to resource constraints. "Expired" contacts are automatically retried as part of the normal dialer operation.

To potentially mitigate the impact of these "Expired" contacts, you can adjust the agent bandwidth allocation to 50-60% to reduce the number of call attempts when the dialer detects agent availability. This may help ensure agents are available when customers are contacted.

Additionally, it's recommended to follow the best practices outlined in the AWS blog post:

"Outbound Best Practices" (https://aws.amazon.com/blogs/contact-center/outbound-best-practices/) for running outbound campaigns effectively.

Greg Smith - CXE Specialist · Answer

Please be sure to follow the Amazon Connect Outbound Campaigns Best Practices from the admin guide: https://docs.aws.amazon.com/connect/latest/adminguide/campaign-best-practices.html#journey-settings. This was just updated earlier this year with some prescriptive guidance.
Amazon Connect campaigns have a 15 minute limit of buffering events that have been either sent from Amazon Pinpoint or PutDialRequestBatch API. If you are using Amazon Pinpoint for Journey Orchestration, **do not** use "Add participants when they perform an activity" Journey Entry. This method in known to have issues with throttling based on agent availability in Amazon Connect. It is know to pass dial requests Connect even though agents are not available. Please use "Add participants from a segment" with a dynamic segment. This will allow you to create "event-based triggers". Reference this blog for ideas on how to achieve this: https://aws.amazon.com/blogs/contact-center/event-based-outbound-campaigns-with-amazon-connect/.
If you want to continue using "Add participants when they perform an activity" in Journey Entry or PutDialRequestBatch API, ensure that you're monitoring the EventBridge event stream and create a mechanism (AWS Lambda, Step Function, SQS and other mechanisms work well for this) that will monitor the event stream for expired events and manage reentry to the Journey.
Cheers!

AWS Connect - EXPIRED Calls (Disconnect Reason)

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