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JC San Juan 🏳️‍🌈 for AWS Community Builders

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Easily inspect call logs in Amazon Connect

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.

Using Contact Search

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,

  1. Log in to your instance. Hover over the second icon and choose Contact Search from the selection. image
  2. 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. image


Using CloudWatch Logs

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,

  1. Search for CloudWatch on the search bar, and click on the first result.
    image

  2. Expand Logs, then click on Log Groups
    image

  3. 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.
    image

  4. 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:

Amazon Connect Logs

  • 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
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I hope you found this helpful. You can reach me on LinkedIn, Twitter, or you can leave a comment if you have further questions. I'd be glad to help you out.

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