Where can I find contact trace records and CloudWatch Logs in Amazon Connect?

Question

Where do I find my contact trace records and CloudWatch Logs in Amazon Connect?

Answer

Contact trace records

Amazon Connect creates contact trace records (CTRs) for every inbound, outbound, transfer, and callback interaction. You can retrieve contact trace records in the Amazon Connect console or in Amazon CloudWatch Logs, based on your investigation needs.

Find CTRs with Contact Search in Amazon Connect console:

This option is best for a quick visual review of call details.

1. Open the Amazon Connect console
2. Go to Analytics and Optimization > Contact Search
3. Search by one of these options:
   • Contact ID
   • Agent
   • Queue
   • Customer phone number
   • Date and time
4. Open the contact record to review:
   • Call segments
   • Metadata

5. Export the contact details or take a screenshot if needed

   

CloudWatch Logs

Use Amazon CloudWatch Logs for deep technical analysis, especially when a contact flow behaves unexpectedly. An Amazon Web Services (AWS) admin must retrieve these logs from the customer's AWS environment.

1. Open the Amazon Web Services (AWS) Management Console
2. Go to CloudWatch
3. Go to Logs > Logs Insights
4. Make sure the Set logging behavior block is on in the relevant contact flows
5. In Logs Insights:
   1. Select the log group name
   2. Choose the Amazon Connect instance

6. Use this query:

   fields @timestamp, @message, ContactFlowModuleType, ContactFlowName
   | filter ContactId = "your_contact_id"
   | limit 20

7. Replace your_contact_id with the relevant Contact ID
8. Update the date and time filter to match the call time frame
9. Run the query
10. Export the results as a JavaScript Object Notation (JSON) file
    

For more information, see Setting up Zendesk for Contact Center.