Amazon Connect - Last call date for each phone number

Question

I want to audit phone numbers in my Amazon Connect Instance for unused numbers. I want to collect information for all phone numbers and the recent call date of a call received in the last 90 days.
I could not find which metric would give this information in the Historical metrics report. I tried "search_contacts" and "get_metric_data" methods in boto3, but did not find proper parameters, that I could use to retrieve the information I need.

Any pointers on how I can generate this report?

Thanks in advance
- Shiva

re:Post Agent · Answer

To generate a report of phone numbers and their most recent call dates in Amazon Connect, you have a few options, but you'll need to combine different approaches as there's no single metric that provides this information directly.

1. Historical Metrics Report:
While the Historical Metrics report doesn't have a specific metric for the last call date, you can use the "Phone numbers" report type. This report shows all phone numbers associated with your instance. However, it won't directly give you the last call date.

2. Contact Trace Records (CTRs):
CTRs provide the most comprehensive data about each contact, including phone numbers and timestamps. This is likely your best option for getting the information you need.

To use CTRs:
- Ensure CTRs are being stored in an Amazon S3 bucket.
- Use Amazon Athena to query this data directly from S3.
- Write a SQL query that selects the phone number and the maximum (most recent) timestamp for calls within the last 90 days.

3. Amazon Connect Analytics Data Lake:
If you have access to the Amazon Connect Analytics data lake, you can use SQL queries to extract this information. The data lake contains various types of Connect data, including contact records, which should have the phone number and timestamp information you need.

4. Custom Solution:
If the above methods don't meet your needs, you might need to create a custom solution:
- Use the GetMetricData or GetMetricDataV2 API to retrieve data about incoming contacts for each phone number.
- Store this data in a database or data warehouse.
- Run queries against this data to find the most recent call date for each number.

Remember that data retention policies may affect your ability to retrieve information older than a certain period, so ensure your Connect instance is configured to retain data for at least 90 days.

Given the complexity of this task, you may want to consult with AWS Support for guidance tailored to your specific Connect setup and requirements.  
**Sources**  
[GetMetricDataV2 grouping by phone number | AWS re:Post](https://repost.aws/questions/QURHFYkrozQiSNS1Fp1XqVYA/getmetricdatav2-grouping-by-phone-number)  
[Downloading yearly call data from Amazon Connect | AWS re:Post](https://repost.aws/questions/QUrvzS1nmcTTWFwSweioz_iA/downloading-yearly-call-data-from-amazon-connect)  
[Create a custom historical metrics report in Amazon Connect - Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/create-historical-metrics-report.html)

Amazon Connect - Last call date for each phone number

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