Question 384004 in Amazon Web Sevices Question posted in
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Amazon web services – Is there a way to view individual abandoned call records on AWS Connect?

On Amazon Connect reports I can see the summary of abandoned calls for the day, with how many were abandoned within 15sec, 30sec, 1min etc.

Is there any way to view the individuals calls to see the individual abandoned times for each call?

I checked in Contact Search but it only seems to give records of calls which actually got through to an agent, not abandoned calls.

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  1. Chosen as BEST ANSWER
    0

    Found it, 'Contacts incoming' is the total number of calls received, 'Contacts queued' is the number of calls which made it into a queue, so the difference between the two is the number which did not make it into a queue.


  2. 0

    I don’t have the contact search filter in front of me, but could you search for contacts that have not been assigned to an agent, or even to a queue?

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