AWS Connect - How to Report on Transfers to Phone Number and Flows Being Triggered

Question

Hello,

We have recently set up AWS Connect and all working ok. We are trying to figure out if / how we can report on a few things:

* How many users have been transferred to a phone number (an external number)
* How many times users have pressed a certain option in the Get Customer Input
* How many times a particular flow was triggered

Some of these might be linked / solved by the same answer. If anyone could a least give me a pointer on where to look I would be very grateful. If I am missing something obvious, feel free to tell me!

Thanks,

Jason

Accepted Answer

At the moment, to capture Get Customer Input as a metric, you can either name your block specifically so you can find it in Cloudwatch Log when you turn on Contact Flow logging and build a report, or you will need to set contact attributes or call a lambda on what is pressed to store these data to report

At the moment Cloudwatch Log is the way to go to count a flow being executed with Contact Flow Logging turned on.

Transferred to specific phone number, that will need to be tracked in Contact Records (fka CTR), 
https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html#ctr-ContactTraceRecord
you will see the key "TransferredToEndpoint" with a JSON object call Endpoint that will have the phone number that the agent transferred to.

AWS Connect - How to Report on Transfers to Phone Number and Flows Being Triggered

Contenido relevante