Posted On: Nov 1, 2023
Amazon Connect now provides contact records and real-time contact events for calls and transfers made to external third-party phone numbers. These new contact records can be used for reporting, billing reconciliation, and analytics. Contact events for third-party calls can be used to create analytics dashboards to monitor and track real-time contact lifecycle activity (e.g., calls connected to third-party). To learn more about these new contact records and events, and how you can stream them to your analytics applications, see our documentation for contact records and contact events.
Contact records and contact events for external third-party calls are supported in all AWS regions where Amazon Connect is available. To learn more about Amazon Connect, the AWS cloud-based contact center, please visit the Amazon Connect website.