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Historical Reports, if you scheduled them, they are saved on S3. the location is specified in the instance configuration under Data Storage, https://docs.aws.amazon.com/connect/latest/adminguide/update-instance-settings.html#update-data-storage-options Under "Exported Reports". Then your scheduled historical reports will be exported to this bucket, optionally you can add additional prefix to each scheduled reports as well, https://docs.aws.amazon.com/connect/latest/adminguide/schedule-historical-metrics-report.html
They are not saved anywhere you can access. Have you checked out this blog post on reporting on agent states? (https://aws.amazon.com/blogs/contact-center/analyze-amazon-connect-agent-event-stream-with-amazon-athena-and-amazon-quicksight-part-5/)
David
Hello David,
I followed all those blogs, but unfortunately it is near impossible to calculate Available time accurately using agent events as AWS does not track a timestamp for when an agent ends ACW but remains available. The heartbeat messages can be used for 2min intervals but difficult to obtain further granularity.
A workaround is to store historical reports in S3 per the other answer. I tried to use Glue Crawler per AWS Support but it didn't work; however, if you run the 30 min/3day report only and "slam" the schema directly into native Glue 1:1 from S3 you can visualize in Athena/Quicksight, and with some Hive SQL magic JOIN with the call data.
John
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Thanks - I found if you only schedule one report it maps easily into Glue/Athena/Quicksight. However, I could not get Glue Crawler to work to differentiate per report type, but the 30min/3day agent status report is enough for our needs.
John
Reports can be separated, when you schedule your report in the Connect UI. You can put a different prefix for each saved report. So that in your S3, your schedule/saved reports are in different prefixes (folders) and you Glue/Athena will then be able to specify the S3/Prefix for each type of report