Posted On: Feb 22, 2021
Amazon Connect CTR (contact trace records) stream now includes disconnect reason for Voice calls & Tasks. This will indicate whether an agent or customer disconnected the call, or whether a telecom or network issue caused a call to disconnect, or if a task was completed by an agent or flow.
Disconnect reason is available in CTR streams in all AWS regions where Amazon Connect is offered. There is no additional charge to use these metrics. To learn more about Amazon Connect, please visit the Amazon Connect website.