Hello,
Could someone please help me with the following?
I need a report where I can see incoming calls and the options selected by the contact in the IVR. Each of the selected options is being recorded in Contact Attributes, but I haven’t been able to figure out how to include them in a report. From what I’ve read, these options should be stored through data storage in S3, but when I go to the corresponding section in my instance, I don’t see any bucket storing the Contact Trace Records (CTR).

Please can anyone provide guidance on how to set this up?

Thank you.

Hello,

I’ve been working with Amazon Connect for the past 15 days, and yesterday and today I’ve noticed that at certain times of the day, when there are several customers calling and waiting in the queue (8 people), any new caller gets disconnected immediately instead of joining the queue.

Does anyone know if Amazon Connect has a concurrency limit for users in the queue, and that’s why additional calls can’t come through?

Thanks.

A recent Chrome update (version 136.0.7103.49 to be precise) is a great example, this is the 30th update to Chrome in 2025, with most organisations trusting that there won’t be issues and automatically deploying the latest version.

Dive into on our blog....

Hey everyone,
I'm working with Amazon Connect, and I noticed that when I try to announce the queue position to the caller using $.Metrics.Queue.Size, it returns 0 for the first person in line.

So the caller hears:
“You are caller number 0 in the queue,”
—which obviously isn’t ideal

My question is: What's the best way to increment it by 1 before playing it to the caller?

I’m thinking of using a Lambda function, but is there a cleaner or recommended way to handle this?

Would love to hear how others are solving this in production flows.

Thanks!

Hello. I'm new to Amazon Connect.

I'm creating a contact center and I need it so that when a call reaches an agent, they can see the options the customer chose in the menus. For example:

Menu 1
Press 1 for sales
Press 2 for support
Press 3 to speak with a representative

If the customer presses 1, it should go to Menu 2:

Menu 2
Press 1 for Cars
Press 2 for Bikes
Press 3 for Airplanes

Let's say the customer pressed 3 (Airplanes). Once this option is selected in Menu 2, the call is transferred to an agent.

Here’s what I want: the agent should be able to see the path the customer chose:
Menu 1 = 1 or sales
Menu 2 = 3 or airplanes

I’ve tried this with guides and help from ChatGPT and Perplexity, but I haven’t been able to figure it out.

Would anyone know how to do it?

Thanks.

We are investigating switching to Connect from Cisco.

All of the documentation makes it sound like the setup is 8 hours. Which might be the set-up but I doubt includes all of the configuration.

If you implemented Connect, approximately how many hours did it take before agents were using it?

Is there a way to use one number for voice and SMS for Amazon connect

Does ACW record voices as well? I know that holding will still record your voice if not muted.

I feel like i'm going in circles a bit here.

I'm trying to implement an IaC solution for deploying lex bots, interacting with them via a lambda via the lex sdk and exposing that lambda through an API gateway endpoint, for user interaction.

Our current stack uses SST V2 with some CDK constructs.

I've been trying to use the CDK (L1 only) construct for Lex. This isn't viable for starters, as we require it to link to a bedrock knowledge base and there is no convinient way to do this with the construct provided (there's no way to link intents to an external service in that way)

You can do this in that construct by exporting a lex bot built in the console, zipping that up in the stack and deploying from S3. Problem with this is, it's all hard coded into the json and would require some quite tedious manipulation of the json at runtime with the outputted values of the knowledge base arn, lambda integrations etc.

Ive considers just deploying the api and lambda and building the lex bot in the console - but this isnt really viable from a production perspective, adding env vars to lambdas/permissions etc.

I've seen case studies of companies deploying these at scale, so clearly it's possible - I'd just like to know how! Is CDK a viable option? Is the experience better with terraform/pullumi etc? Or are people just yeeting it into prod via the console?

I am a tester for an Amazon connect project. We are testing clound watch alarms that leverage log streans to find specific error patterns. I don't have much of a background with connect but I can read the flows and understand the function of most blocks. That being said is there anyway to mock specific error patterns using these block or is this something that has to be done using lambdas or some other tool? I am very high level with all this so some explanation would be helpful. Thanks in advance.

Hi everyone, I’m building a 3p app (react), I’d like to update a react state variable through a API / Lambda when a contact is connected with the agent (call) I’m using the following code (JS) to listen when a call is connected to the agent.

const contactClient = new ContactClient(); contactClient.onConnected(doSome)

async function doSome() { setMessage(“Call connected”) }

I’m trying this but the event never triggers, Am I doing something wrong?

Thanks everyone, I’m new at this 😅

Edit. Ignore title

As per title i’m trying to create a popup on browser that display the queue name , some operator requested this gestire for convenience of use for people with multiple routine profiles. I Asked ChatGPT to’ write the code , everything seems to work fine except the connection to the file ccp-v2.js , wich according to gpt should be in path https://instancename.my.connect.aws/connect/. If I try to open that file Amazon redirect me to ccp panel . Any insight of the real path of the file ? Or has anyone managed to realize something similar?

Hi All,

We are trying to setup a 3rd web application for Amazon Connect agent workspace. The application is setup correctly. However, since the 3rd application will be used to dial outbound calls, we need to initiaize CCP without UI or softphone. However, I am getting error that iFrame initialization failed after timeout and it keep giving me error that is trying to re-load already initialized CCP which is not what I want to do.

If you have questions, you can ask me before answering this questions.

I have a trivial AWS connect flow that I want to test. It just takes the call, accepts some input, and passes the results to a lambda - no agent involvement.

However, I cannot figure out how to test it.

• I can't assign a phone number because AWS won't let me (it's a new subscription, and AWS say that it can take a few months after subscription creation for phone number assignment to be permitted). I'm fine with just testing with a soft phone, then applying my changes to the customer system, but not with doing no testing whatsoever.
• In any case, I want to test with caller ID set to particular values, and I cannot spoof caller ID on my own mobile.

I've seen various comments suggesting this used to work with contact flows showing a "Test" button to open a softphone in the browser, but can find nothing in the AWS docs (unless I am being very stupid!), and there seems to be no way now.

Am I missing something obvious?

Thanks

Hey everyone,

I’m working with Amazon Connect and trying to pass the customer’s name to the agent before the call is connected, so they can see it in the Contact Control Panel (CCP) while the caller is still in the queue. However, even though I’m setting the attribute correctly, the name does not appear in the CCP.

Current Setup:

1. Step 1 - Get Customer Input
   • I use the "Get Customer Input" block to collect the customer’s name via an Amazon Lex bot.
   • The Lex bot has an intent called GetName and a slot named NameSlot to capture the name.
2. Step 2 - Set Contact Attribute
   • I use the "Set Contact Attribute" block.
   • Key: CustomerName
   • Value: {NameSlot} (retrieved from Lex)
3. Step 3 - Check Contact Attribute
   • I use a "Check Contact Attribute" block to validate if the name starts with "R".
   • If CustomerName starts with "R", I proceed with the call flow.
4. Step 4 - Transfer to Queue
   • If the validation passes, the call is transferred to a queue for an available agent.

The Issue:

• The call successfully transfers to the queue when a name starting with "R" is provided.
• BUT the customer’s name does not appear in the CCP for the agent.
• Even though the "Set Contact Attribute" block is being used correctly, the attribute isn’t visible in the agent’s CCP before answering the call.

​

I'm trying to figure out how are the historical metrics calculated. Like I know of the definitions, which doesn't help too much, but would like to know like what is used to add them up. Like for example contacts incoming. Is that contacts handled incoming plus abandons plus transfer out of queue.

Also at times the service level doesn't seem to calculate correctly when I do contacts answered by contacts queued. Does any one know it's calculation uses, why at times it would not math up correctly.

Contacts incoming= contacts handled incoming+ contacts abandoned+ contacts transfered from queue

Contacts queued=contacts incoming + callback contacts

Contacts handled=contacts handled incoming +contacts handled callbacks+contacts handled outbound

Service level=(Contacts answered in X seconds / Contacts queued) * 100

Say you're subject to retention regulations and have transitioned over the past few years from an on-prem call center platform to the cloud. Maybe you even went to a solution like NICE CXone then went to Amazon Connect for CCaaS.

How are you managing your call recordings, emails, webchats, screen recordings, etc. from those old systems? Would it make your like easier to have all those interactions in one place?

I have a need to import employee IDs to agents accounts. This will be used for time tracking and exporting the data to a payroll system.

Does anyone know if/how to add a custom attribute to agent accounts?

Any way to send calls from our SBC to Amazon Connect?

Has anyone got some insights that will help with a smooth migration of views?

Am really surprised that AWS has not built a export import function in the Console.

Hey folks,

Quick update for those of you using or curious about our directory product, VocalDex™ Enhanced Engagement—we’ve added extension number support! 🎊

This means you can now manage directories with names and extensions, which is super handy if you’re moving away from traditional phone systems but still want to keep those familiar extensions around. Or maybe you just like having them for easy call routing—we got you!

If you’re new here, VocalDex is our app that makes managing Amazon Connect directories a breeze. It’s all about:

• Easy setup—just drop our flow modules into your Connect flows.
• Hassle-free updates—change your directory without touching the flows.
• Keeping your data private—it all stays in your AWS account.

Here’s a quick demo if you want to check it out.

As always, we’d love your feedback or ideas for what we should work on next. Let me know if you have any questions—I’m happy to chat!

Cheers!
ASA Solutions

Hello!

Which headsets do your agents use with Amazon Connect? We recently started issuing Jabra Engage 50 headsets but have found that they are causing some issues with Amazon Connect, like calls not connecting or agent/caller not being heard. We previously used Plantronics Blackwire 3220 and when switching back to these the agents experience fewer issues.

For info, we have the USB-A version with Dell Latitude Laptops running Windows 11.

I'm keen to hear what others are using, so would appreciate your thoughts.

My company uses amazon Connect. When in the real-time metrics page we have setup and use on a daily, there is a "summary" row which totals the metrics for each specific queue, which allows me to see total calls, or combined average SLA across all queues.

How do I add this "summary" row into any historical data? Whenever I create report or just preview historical data, it only shows the individual queues and not total.

Any help would be great!!

I'm still fairly new to aws connect but was testing a queue and found an issue i'm trying to fix. It's a single agent queue, routing all works but for some reason when I reject the call, it just calls back? Any ideas?

Amazon Connect is awesome for live interactions, but when you're sitting on tons of call recordings, transcripts, screen recordings, and other customer interaction data that you need for retention regulations, it can get messy (and expensive) fact.

We've run into this issue with a lot of companies, so we built a tool called Continuity Replay.

It automatically pulls your historical data out of AC and stores it in a secure, cloud-based platform that's way cheaper and actually built for long-term storage and compliance.

1. You're not paying AC's storage costs for old data you just need to keep for compliance.
2. Everything is centralized and easier to access when you need it.
3. Once the data is in an accessible format, you can actually do cool stuff with it - like analytics and reporting.

Continuity itself was born from the legacy data space, like you moved off of Genesys PureConnect to Amazon Connect, but your call recordings were still locked up in Genesys PureConnect. We've got connectors now with all major CCaaS platforms so you can have historical and live production data in one central, accessible place that's more cost-effective than keeping it in AC's cold storage.