Knowledge

Exporting Abandoned Call Reports in Amazon Connect

This guide details how to export abandoned call reports from Amazon Connect for further analysis.

Prerequisites:

• Access to an Amazon Connect Administrator account.
• Basic understanding of navigating the Amazon Connect console.

Steps:

1. Log in to the Amazon Connect administrator console (https://docs.aws.amazon.com/connect/latest/adminguide/ccp-login.html).
2. Navigate to the Reports section: In the left-hand menu, click on "Metrics & Quality" and then select "Historical Metrics."
3. Choose the "Contacts" report:  From the available report types, select "Contacts."

1. Define Report Criteria:
   • Date Range: Specify the desired date range for the report (e.g., last week, last month).
   • Filters:  Apply relevant filters to focus on abandoned calls. Here's how:
   • • Under "Filters," click on "Add filter"
     • Choose "Initiation Method" from the dropdown menu and select the value "Inbound"

1. • 
     
   • • Choose "Queue" from the dropdown menu and select the value "Abandoned Queue"

Choose additional feeds click settings icon on the right corner above generate report.

Select Agent connection attempts and click apply.

Now right next to the settings icon you have download option to download the report.

After Export:

• Open the csv file downloaded and filter column Agent connection attempts filter and select "0" to find the abandoned calls.
  
• The report will include details like call start time, queue name, duration in queue, and caller phone number (if available).

Additional Notes:

• You can schedule multiple abandoned call reports with different filters and delivery options.

In future, We will create an option to generate abandoned calls report hassle free.