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

Question

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

Answer

Contact trace records

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

Find CTRs with Contact Search in the Connect console:

This option is best for quick visual reviews of call details.

Open the Amazon Connect Customer console

Go to Analytics and Optimization > Contact Search

Search by one of these options:

Contact ID

Agent

Queue

Customer phone number

Date and time

Open the contact record to review:

Call segments

Metadata

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.

Open the Amazon Web Services (AWS) Management Console

Go to CloudWatch

Go to Logs > Logs Insights

Make sure the Set logging behavior block is on in the relevant contact flows

In Logs Insights:

Select the log group name for the Query Scope

Search and select the Amazon Connect log group in the selection criteria box.

Note: If you're not seeing the Connect log group, change the region of the AWS Management Console is set to the same region your resources are deployed in (for example, Lambda, EC2 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 (Gold button)

10. Export the results as a JavaScript Object Notation (JSON) file

For more information, see How to access agent logs and Implementing Zendesk Contact Center.