How to get missed calls data/phone numbers specifically in amazon connect? OR push this data to google Sheets or S3 if possible?

Question

I am looking for a way out as how can i get the data/phone numbers of calls missed by agents so can i make some evaluation.
Is there any way? like we are getting it in historical metrics as a percentage.

Answer

Hi there Abdul!  You can find this information in Contact Trace Records.  If you enable data streaming in your instance settings, you can use Kinesis Data Firehose to store CTR in S3.

Once stored in S3, you can then use Amazon Athena and Quicksight to visualize the data, or AWS Lambda to process the data.

Here's a couple of reference links that you may find helpful:

* https://docs.aws.amazon.com/connect/latest/adminguide/data-streaming.html
* https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html
* https://aws.amazon.com/blogs/contact-center/analyze-amazon-connect-contact-trace-record-with-amazon-athena-and-amazon-quicksight-part-1/

Answer

I think this blog post will get you about 80% of the way there. Ultimately, you just need to figure out where you want to put the records extracted by the Lambda. https://aws.amazon.com/blogs/contact-center/recovering-abandoned-calls-with-amazon-connect/

david

How to get missed calls data/phone numbers specifically in amazon connect? OR push this data to google Sheets or S3 if possible?

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