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Missing CPA Attributes in Amazon Connect HVOC Outbound Campaign CTRs

0

We are running an outbound campaign using Amazon Connect HVOC. While the system successfully dials the calls, and we are receiving CPA attributes and their values for many calls, there are several instances where no CPA attributes or values are present in CTRs. Additionally, the disconnect reasons show "Customer Disconnected" and "Contact Flow Disconnected."

How can we address this inconsistency with missing CPA attributes?

Topics
Application IntegrationFront-End Web & MobileBusiness ApplicationsMachine Learning & AI
Tags
Amazon ConnectAmazon Pinpoint
Language
English
asked a year ago97 views
1 Answer
0

Hi there,

Apologies for the delay.

I understand you observed missing Call Progress Analysis (CPA) attributes in the CTR for some of the calls. This may happen when the disconnect happens before call progress analysis is finished. Hence to answer this, we would need more information regarding details on your setup which may include non-public information (such as contact Ids and corresponding logs). To guide you effectively, please open a support case with AWS using the following link.

https://console.aws.amazon.com/support/home#/case/create

Thank you!

AWS
SUPPORT ENGINEER
answered a year ago

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