Amazon connect Dashboard not showing successful Transferred to phone number stats

When transferring calls from Amazon Connect to external phone numbers using the "Transfer to phone number" block, there's a known limitation in how these transfers are tracked in the Amazon Connect dashboard metrics.

The issue you're experiencing is that transfers to external phone numbers via the "Transfer to phone number" block are not specifically captured in the dashboard metrics. This is a documented gap in the metrics tracking system. While the transfer functionality works correctly, there isn't a dedicated metric that captures these external transfers in the dashboard.

This explains why your contact flow is successfully transferring calls to external numbers, but you're not seeing these transfers reflected in the dashboard statistics. The formula for "Contacts queued" includes components like "Contacts handled," "Contacts abandoned," and "Contacts transferred out queue," but transfers to external parties using "Transfer to phone number" aren't explicitly captured in any metric, causing a discrepancy in the dashboard reporting.

The "Transfer to phone number" block itself has branches for Success, Call Failed, Timeout, and Error, which you can use in your flow logic, but these statuses aren't automatically reflected in the dashboard metrics.

If tracking these external transfers is important for your reporting needs, you might need to implement a custom solution, such as setting contact attributes before the transfer and then using those attributes in custom reports or analytics.
Sources
Resolve discrepancy between metrics in Connect | AWS re:Post
Flow block in Amazon Connect: Transfer to phone number - Amazon Connect

Hello,

Which dashboards are you looking at? I believe the only way to see these contacts is to use the Contacts transferred out from queue metric.

I'm not sure which dashboard you are looking at but you can use historical metrics to monitor/track these external transfers.

Let me know if I'm misunderstanding something.