Logging mechanisms are essential tools in identifying possible issues and easing the troubleshooting process. If you're planning to keep track of your cloud contact center logs, you can do so with these simple steps.
Amazon Connect has a Contact Search feature which allows you to search for contacts as far back as two years ago, but search results are limited to the first 10,0000. To access this,
- Log in to your instance. Hover over the second icon and choose
Contact Searchfrom the selection.
- On the Contact Search page, you can filter the results by date, channel, and a few more parameters. Click on each result to view more information.
You can examine each items further using CloudWatch. This approach allows a more detailed view on how each block in your contact flow was executed. Each call made to your contact center is identified by a unique Contact ID, which you will see later on. To access this,
Choose the log group of your Connect instance. It usually goes in this format:
aws/connect/NAME_OF_YOUR_CONNECT_INSTANCE. Simply click an item from the log streams to view more information about the call.
Examine the content of the log stream. Again, each item will contain detailed information on how blocks in your contact flows were executed. You would usually find the following elements:
- ContactId - a unique identifier for the call
- ContactFlowId - specifies the ARN of the contact flow to which the block belongs to
- ContactFlowModuleType - represents the type of module that is being executed
- Timestamp - specifies the time of execution