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Read a CTR before you build a dashboard — Learn it in 5 minutes
About five minutes of reading
The CTR is the finished contact. Real-time metrics are a picture of now. They answer different questions.
Fields you should be able to point at: ContactId, Channel, InitiationMethod, the endpoints, queue duration, the agent timestamps, ACW, disconnect reason, attributes, and the recording location. Transfers create another contact. PreviousContactId and NextContactId are the chain.
Delivery to Firehose or a stream is near real time and can duplicate. Consumers must be idempotent. Five minutes of silence is when you check the error prefix.
- DisconnectReason is the first field when someone says the carrier dropped the call.
- Attributes are whatever you wrote. They are not infinite.
- A missing Recording.Location means recording was off or the write failed.
- Do not average a day from real-time screenshots.
Number on this page: Join key ContactId. Across logs, audio, and events
Sources and go deeper
- Integrate Amazon Connect with Amazon Kinesis | AWS re:Post community. last checked 2026-10
- Connect Customer agent event streams - Amazon Connect Customer AWS docs. last checked 2026-10
- Connect Customer contact events - Amazon Connect Customer AWS docs. last checked 2026-10
- Contact Lens for Amazon Connect is now generally available - AWS AWS docs. last checked 2026-10
- What is Amazon Kinesis Data Streams? - Amazon Kinesis Data Streams AWS docs. last checked 2026-10
- Amazon Kinesis - Wikipedia Wikipedia. last checked 2026-10