Connect LabAmazon Connect study

Analytics

Read a CTR before you build a dashboard

Learn it in 5 minutes

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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

Visual

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Read a CTR before you build a dashboard
Diagram SVGDiagram PNGDiagram HTMLFlow SVGFlow PNGFlow HTML

Picture from this room.

Worked example

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  1. Enable. Data streaming.
  2. Sample. Read one JSON.
  3. Join. ContactId.
  4. Dedupe. On replay.

What usually goes wrong: Building a warehouse table that keeps only the last contact in a transfer chain.

Quiz

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Question 1

Which term matches this description? Rules on a live contact, announced 1 Dec 2020. Default quota is 300 concurrent real-time analytics calls.

Show the cited answer

Rules on a live contact, announced 1 Dec 2020. Default quota is 300 concurrent real-time analytics calls. The term is Real-time analytics.

Amazon Connect โ€“ Now Smarter and More Integrated With Third-Party Tools | AWS News Blog AWS docs. last checked 2026-10

Question 2

Which term matches this description? Near real-time Kinesis stream of login, logout, status, and contact join. This is the WFM adherence feed.

Show the cited answer

Near real-time Kinesis stream of login, logout, status, and contact join. This is the WFM adherence feed. The term is Agent event stream.

Connect Customer agent event streams - Amazon Connect Customer AWS docs. last checked 2026-10

Question 3

Which term matches this description? Interval reports: 15 minutes, 30 minutes, daily, or total. They are not the real-time board.

Show the cited answer

Interval reports: 15 minutes, 30 minutes, daily, or total. They are not the real-time board. The term is Historical metrics.

confirm Metrics. AWS docs. last checked 2026-10. Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home.

Sources

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Integrate Amazon Connect with Amazon Kinesis | AWS re:Post community. last checked 2026-10

The prose is a study paraphrase. The link is the source of the facts.

Ecosystem

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Glossary

  • Conversational analytics The 4 Aug 2026 name for Contact Lens: transcripts, sentiment, redaction, summaries, and categories.
  • Contact Lens The former name of conversational analytics. The product page says the function remains.
  • Real-time analytics Rules on a live contact, announced 1 Dec 2020. Default quota is 300 concurrent real-time analytics calls.
  • Post-contact summary A generated summary after the contact. Preview 28 Nov 2023, generally available 25 Mar 2024.

Mind map

Open the Analytics mind map

Sister technologies

You cannot staff, coach, or dispute a contact you cannot join back to one ContactId.

Config and troubleshooting

Building a warehouse table that keeps only the last contact in a transfer chain.

Contact trace records leave the instance through AWS::Connect::InstanceStorageConfig. ResourceType CONTACT_TRACE_RECORDS and StorageType KINESIS_STREAM is the fan-out path. Contact Lens is an instance attribute plus the recording and analytics block in the flow.

InstanceStorageConfig CfnInstance

CloudFormation study snippet
Resources:
  CtrStream:
    Type: AWS::Connect::InstanceStorageConfig
    Properties:
      InstanceArn: !GetAtt CampusInstance.Arn
      ResourceType: CONTACT_TRACE_RECORDS
      StorageType: KINESIS_STREAM
      KinesisStreamConfig:
        StreamArn: !GetAtt ContactStream.Arn

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.

Sources and go deeper

sources.json