# Amazon Connect agent event streams Agent event streams Amazon Connect agent event streams are Amazon Kinesis data streams that provide you with near real-time reporting of agent activity within your Amazon Connect instance. The events published to the stream include these CCP events: + Agent login + Agent logout + Agent connects with a contact + Agent status change, such as to Available to handle contacts, or on Break or at Training. You can use the agent event streams to create dashboards that display agent information and events, integrate streams into workforce management (WFM) solutions, and configure alerting tools to trigger custom notifications of specific agent activity. Agent event streams help you manage agent staffing and efficiency. **Topics** + [ # Enable agent event streams to report agent activity in Amazon Connect ](agent-event-streams-enable.md) + [ # Sample agent event stream in Amazon Connect ](sample-agent-event-stream.md) + [ # Determine the contact center agent's ACW (After Contact Work) time ](determine-acw-time.md) + [ # Agent event streams data model in Amazon Connect ](agent-event-stream-model.md) # Enable agent event streams to report agent activity in Amazon Connect Agent event streams are not enabled by default. Before you can enable agent event streams in Amazon Connect, create a data stream in Amazon Kinesis Data Streams. Then, choose the Kinesis stream as the stream to use for agent event streams. Though you can use the same stream for both agent event streams and contact records, managing and getting data from the stream is much easier when you use a separate stream for each. For more information, see the [Amazon Kinesis Data Streams Developer Guide](https://docs.aws.amazon.com/streams/latest/dev/). When data is sent to Kinesis, the partition key used is the agent ARN. All events for a single agent are sent to the same shard, and any resharding events in the stream are ignored. **Note** If you enable server-side encryption for the Kinesis stream you select for agent event streams, Amazon Connect cannot publish to the stream. This is because it does not have permission to Kinesis `kms:GenerateDataKey`. To work around this, first enable encryption for scheduled reports or recordings of conversations. Next, create a AWS KMS key using KMS for encryption. Finally, choose the same KMS key for your Kinesis data stream that you use for encryption of scheduled reports or recordings of conversations so that Amazon Connect has appropriate permissions to encrypt data sent to Kinesis. For more information about creating a KMS key, see [Creating Keys](https://docs.aws.amazon.com/kms/latest/developerguide/create-keys.html). **To enable agent event streams** 1. Open the Amazon Connect console at [https://console.aws.amazon.com/connect/](https://console.aws.amazon.com/connect/). 1. On the console, choose the name in the **Instance Alias** column of the instance for which to enable agent event streams. 1. Choose **Data streaming**, then select **Enable data streaming**. 1. Under **Agent Events**, select the Kinesis stream to use, and then choose **Save**. # Sample agent event stream in Amazon Connect In the following sample agent event stream, the agent is assigned to a routing profile that requires them to take both chats and calls. They can take one call, and up to three chats at a time. **Note** For how many chats and tasks an agent can take concurrently, see [Amazon Connect service quotas](amazon-connect-service-limits.md). ``` { "AWSAccountId": "012345678901", "AgentARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent/agent-ARN", "CurrentAgentSnapshot": { "AgentStatus": { "ARN": "example-ARN", //The ARN for the agent's current agent status (not for the agent). "Name": "Available", //This shows the agent status in the CCP is set to Available. "StartTimestamp": "2019-08-13T20:52:30.704Z" }, "NextAgentStatus": { "Name": "Lunch", //They set their next status, which pauses new contacts being routed to them while they finish their current contacts. "ARN": "example-ARN2", //The ARN of the agent status that the agent has set as their next status. "EnqueuedTimestamp": "2019-08-13T20:58:00.004Z", //When the agent set their next status and paused routing of incoming contacts. } } , "Configuration": { "AgentHierarchyGroups": null, "FirstName": "AgentEventStreamTest", "LastName": "Agent", "Proficiencies": [{ "Level": 3.0, "Name": "Technology", "Value": "Kinesis" }, { "Level": 1.0, "Name": "Location", "Value": "WA" }], "RoutingProfile": { "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/routing-profile/routing-profile-ARN", "Concurrency": [ { "AvailableSlots": 3, //This shows the agent has 3 slots available. //They aren't on any chats right now. "Channel": "CHAT", "MaximumSlots": 3 //The agent's routing profile allows them to take up to 3 chats. }, { "AvailableSlots": 1, //The agent has 1 slot available to take a call. "Channel": "VOICE", "MaximumSlots": 1 //The agent's routing profile allows them to take 1 call at a time. } ], "DefaultOutboundQueue": { "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN", "Channels": [ "VOICE" //This outbound queue only works for calls. ], "Name": "OutboundQueue" }, "InboundQueues": [ { "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/agent/agent-ARN", "Channels": [ "VOICE", "CHAT" ], "Name": null //This queue has a name of "null" because it's an agent queue, //and agent queues don't have names. }, { "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN", "Channels": [ "CHAT", "VOICE" ], "Name": "Omni-channel-queue" //This inbound queue takes both chats and calls. } ], "Name": "AgentEventStreamProfile" }, "Username": "aestest" }, "Contacts": [ ] }, "EventId": "EventId-1", "EventTimestamp": "2019-08-13T20:58:44.031Z", "EventType": "HEART_BEAT", "InstanceARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111", "PreviousAgentSnapshot": { "AgentStatus": { "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent-state/agent-state-ARN", "Name": "Offline", "StartTimestamp": "2019-08-13T20:52:30.704Z" }, "Configuration": { "AgentHierarchyGroups": null, "FirstName": "AgentEventStreamTest", "LastName": "Agent", "Proficiencies": [{ "Level": 3.0, "Name": "Technology", "Value": "Kinesis" }, { "Level": 1.0, "Name": "Location", "Value": "WA" }], "RoutingProfile": { "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/routing-profile/routing-profile-ARN", "Concurrency": [ { "AvailableSlots": 3, "Channel": "CHAT", "MaximumSlots": 3 }, { "AvailableSlots": 1, "Channel": "VOICE", "MaximumSlots": 1 } ], "DefaultOutboundQueue": { "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN", "Channels": [ "VOICE" ], "Name": "OutboundQueue" }, "InboundQueues": [ { "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/agent/agent-ARN", "Channels": [ "VOICE", "CHAT" ], "Name": null }, { "ARN": "arn:aws:connect:us-west-2:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN", "Channels": [ "CHAT", "VOICE" ], "Name": "Omni-channel-queue" } ], "Name": "AgentEventStreamProfile" }, "Username": "aestest" }, "Contacts": [ ] }, "Version": "2017-10-01" } ``` # Determine the contact center agent's ACW (After Contact Work) time There's no event in the agent event stream that tells you how long a contact is in the After Contact Work (ACW) state, and by extension how long an agent spends doing ACW. However, there's other data in the agent event stream that you can use to figure this out. First, identify when the contact entered ACW. Here's how to do that: 1. Identify when the conversation between the contact and agent `ENDED`. 1. View the `StateStartTimeStamp` for the event. For example, in the following agent event stream output, the contact enters ACW state at "**StateStartTimestamp**": "2019-05-25T18:55:27.017Z". **Tip** In the agent event stream, events are listed in reverse chronological order. We recommend reading through following examples by starting at the bottom of each example. ``` { "AWSAccountId": "012345678901", "AgentARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent/agent-ARN", "CurrentAgentSnapshot": { "AgentStatus": { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent-state/agent-state-ARN", "Name": "Available", //This just refers to the status that the agent sets manually in the CCP. It means they are ready to handle contacts, not say, on Break. "StartTimestamp": "2019-05-25T18:43:59.049Z" }, "Configuration": { "AgentHierarchyGroups": null, "FirstName": "(Removed)", "LastName": "(Removed)", "RoutingProfile": { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/routing-profile/routing-profile-ARN", "DefaultOutboundQueue": { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue", "Name": "BasicQueue" }, "InboundQueues": [ { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue", "Name": "BasicQueue" }, { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-PrimaryQueue", "Name": "PrimaryQueue" } ], "Name": "Basic Routing Profile" }, "Username": "(Removed)" }, "Contacts": [ { "Channel": "VOICE", "ConnectedToAgentTimestamp": "2019-05-25T18:55:21.011Z", "ContactId": "ContactId-1", //This is the same contact the agent was working on when their state was CONNECTED (below). Since it's still the same contact but they aren't connected, we know the contact is now in ACW state. "InitialContactId": null, "InitiationMethod": "OUTBOUND", //This indicates how the contact was initiated. OUTBOUND means the agent initiated contact with the customer. INBOUND means the customer initiated contact with your center. "Queue": { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue", "Name": "BasicQueue" }, "QueueTimestamp": null, "State": "ENDED", //This shows the conversation has ended. "StateStartTimestamp": "2019-05-25T18:55:27.017Z" //This is the timestamp for the ENDED event (above), which is when the contact entered ACW state. } ] }, "EventId": "EventId-1", "EventTimestamp": "2019-05-25T18:55:27.017Z", "EventType": "STATE_CHANGE", //This shows that the state of the contact has changed; above we can see the conversation ENDED. "InstanceARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111", "PreviousAgentSnapshot": { "AgentStatus": { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent-state/agent-state-ARN", "Name": "Available", //This just refers to the status that the agent sets manually in the CCP. It means they were ready to handle contacts, not say, on Break. "StartTimestamp": "2019-05-25T18:43:59.049Z" }, "Configuration": { "AgentHierarchyGroups": null, "FirstName": "(Removed)", "LastName": "(Removed)", "RoutingProfile": { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/routing-profile/routing-profile-ARN", "DefaultOutboundQueue": { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue", "Name": "BasicQueue" }, "InboundQueues": [ { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue", "Name": "BasicQueue" }, { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-PrimaryQueue", "Name": "PrimaryQueue" } ], "Name": "Basic Routing Profile" }, "Username": "(Removed)" }, "Contacts": [ { "Channel": "VOICE", //This shows the agent and contact were talking on the phone. "ConnectedToAgentTimestamp": "2019-05-25T18:55:21.011Z", "ContactId": "ContactId-1", //This shows the agent was working with a contact identified as "ContactId-1". "InitialContactId": null, "InitiationMethod": "OUTBOUND", "Queue": { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue", "Name": "BasicQueue" }, "QueueTimestamp": null, "State": "CONNECTED", //This shows the contact was CONNECTED to the agent, instead of say, MISSED. "StateStartTimestamp": "2019-05-25T18:55:21.011Z" //This shows when the contact was connected to the agent. } ] }, "Version": "2019-05-25" } ``` Next, determine when a contact left ACW. Here's how to do that: 1. Find where the `CurrentAgentSnapshot` has no contacts, and the state for the contact listed in the `PreviousAgentSnapshot` equals ENDED. Because a STATE\$1CHANGE event also occurs when the agent's configuration is changed, such as when they are assigned a different routing profile, this step confirms you have the right event. 1. Find where the `EventType` = "STATE\$1CHANGE". 1. View the `EventTimeStamp` for it. For example, in the following agent event stream file, the contact left ACW at "**EventTimestamp**": "2019-05-25T18:55:32.022Z". ``` { "AWSAccountId": "012345678901", "AgentARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent/agent-ARN", "CurrentAgentSnapshot": { "AgentStatus": { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent-state/agent-state-ARN", "Name": "Available", //This just refers to the status that the agent sets manually in the CCP. It means they are ready to handle contacts, not say, on Break. "StartTimestamp": "2019-05-25T18:43:59.049Z" }, "Configuration": { "AgentHierarchyGroups": null, "FirstName": "(Removed)", "LastName": "(Removed)", "RoutingProfile": { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/routing-profile/routing-profile-ARN", "DefaultOutboundQueue": { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue", "Name": "BasicQueue" }, "InboundQueues": [ { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue", "Name": "BasicQueue" }, { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-PrimaryQueue", "Name": "PrimaryQueue" } ], "Name": "Basic Routing Profile" }, "Username": "(Removed)" }, "Contacts": [] //Since a contact isn't listed here, it means ACW for ContactId-1 (below) is finished, and the agent is ready for a new contact to be routed to them. }, "EventId": "477f2c4f-cd1a-4785-b1a8-97023dc1229d", "EventTimestamp": "2019-05-25T18:55:32.022Z", //Here's the EventTimestamp for the STATE_CHANGE event. This is when the contact left ACW. "EventType": "STATE_CHANGE", //Here's the STATE_CHANGE "InstanceARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111", "PreviousAgentSnapshot": { "AgentStatus": { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent-state/agent-state-ARN", "Name": "Available", //This just refers to the status that the agent sets manually in the CCP. It means they were at work, not say, on Break. "StartTimestamp": "2019-05-25T18:43:59.049Z" }, "Configuration": { "AgentHierarchyGroups": null, "FirstName": "(Removed)", "LastName": "(Removed)", "RoutingProfile": { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/routing-profile/routing-profile-ARN", "DefaultOutboundQueue": { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue", "Name": "BasicQueue" }, "InboundQueues": [ { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue", "Name": "BasicQueue" }, { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-PrimaryQueue", "Name": "PrimaryQueue" } ], "Name": "Basic Routing Profile" }, "Username": "(Removed)" }, "Contacts": [ { "Channel": "VOICE", "ConnectedToAgentTimestamp": "2019-05-25T18:55:21.011Z", "ContactId": "ContactId-1", //This is the ContactId of the customer the agent was working on previously. "InitialContactId": null, "InitiationMethod": "OUTBOUND", "Queue": { "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue", "Name": "BasicQueue" }, "QueueTimestamp": null, "State": "ENDED", //The ACW for ContactId-1 has ended. "StateStartTimestamp": "2019-05-25T18:55:27.017Z" } ] }, "Version": "2019-05-25" } ``` Finally, to calculate the amount of time the contact was in the ACW state, and thus how long the agent spent working on it: + Subtract the "**StateStartTimestamp**": "2019-05-25T18:55:27.017Z" from the "**EventTimestamp**": "2019-05-25T18:55:32.022Z". In this example, the agent spent 5.005 seconds doing ACW for ContactId-1. # Agent event streams data model in Amazon Connect Agent event streams are created in JavaScript Object Notation (JSON) format. For each event type, a JSON blob is sent to the Kinesis data stream. The following event types are included in agent event streams: + LOGIN—An agent login to the contact center. + LOGOUT—An agent logout from the contact center. + STATE\$1CHANGE—One of the following changed: + The agent changed their status in the Contact Control Panel (CCP). For example, they changed it from Available to on Break. + The state of the conversation between the agent and contact changed. For example, they were connected and then on hold. + One of the following settings changed in the agent's configuration: + Their routing profile + The queues in their routing profile + Auto-accept call + Sip address + Agent hierarchy group + Language preference setting in the CCP + HEART\$1BEAT—This event is published every 120 seconds if there are no other events published during that interval. **Note** These events continue to be published up to an hour after an agent has logged off. **Topics** + [ ## AgentEvent ](#AgentEvent) + [ ## AgentSnapshot ](#AgentSnapshot) + [ ## Configuration ](#Configuration) + [ ## Contact object ](#Contact) + [ ## HierarchyGroup object ](#Hierarchygroup-object) + [ ## AgentHierarchyGroups object ](#Hierarchygroups-object) + [ ## Proficiency ](#proficiency-object) + [ ## Queue object ](#queue-object) + [ ## RoutingProfile object ](#routingprofile) ## AgentEvent The `AgentEvent` object includes the following properties: **AgentARN** The Amazon Resource Name (ARN) for the agent account. Type: ARN **AWSAccountId** The 12-digit AWS account ID for the AWS account associated with the Amazon Connect instance. Type: String **CurrentAgentSnapshot** Contains agent configuration, such as username, first name, last name, routing profile, hierarchy groups, contacts, and agent status. Type: `AgentSnapshot` object **EventId** Universally unique identifier (UUID) for the event. Type: String **EventTimestamp** A time stamp for the event, in ISO 8601 standard format. Type: String (*yyyy*-*mm*-*dd*T*hh*:*mm*:*ss*.*sss*Z) **EventType** The type of event. Valid values: `STATE_CHANGE` \$1 `HEART_BEAT` \$1 `LOGIN` \$1 `LOGOUT` **InstanceARN** Amazon Resource Name for the Amazon Connect instance in which the agent's user account is created. Type: ARN **PreviousAgentSnapshot** Contains agent configuration, such as username, first name, last name, routing profile, hierarchy groups), contacts, and agent status. Type: `AgentSnapshot` object **Version** The version of the agent event stream in date format, such as 2019-05-25. Type: String ## AgentSnapshot The `AgentSnapshot` object includes the following properties: **AgentStatus** Agent status data, including: + ARN—The ARN for the agent's current agent status (not for the agent). + Name—This is the [status of the agent that they manually set in the CCP](metrics-agent-status.md), or that the supervisor manually [changes in the real-time metrics report](rtm-change-agent-activity-state.md). For example, their status might be **Available**, which means that they are ready for inbound contacts to be routed to them. Or it might be a custom status, such as Break or Training, which means that inbound contacts can't be routed to them BUT they can still make outbound calls. A status of `Error` indicates an internal Amazon Connect error. + StartTimestamp—The timestamp in ISO 8601 standard format for the time at which the agent entered the status. Type: String (*yyyy*-*mm*-*dd*T*hh*:*mm*:*ss*.*sss*Z) + Type—ROUTABLE, CUSTOM, or OFFLINE Type: `AgentStatus` object. **NextAgentStatus** If the agent set a next agent status, the data appears here. + ARN—The ARN of the agent status that the agent has set as their next status. + Name—This is the name of the agent status that the agent has set as their next status. + EnqueuedTimestamp—The timestamp in ISO 8601 standard format for the time at which the agent set their next status and paused routing of incoming contacts. Type: String (*yyyy*-*mm*-*dd*T*hh*:*mm*:*ss*.*sss*Z) Type: `NextAgentStatus` object. **Configuration** Information about the agent, including: + FirstName—The agent's first name. + HierarchyGroups—The hierarchy group the agent is assigned to, if any. + LastName—The agent's last name. + RoutingProfile—The routing profile the agent is assigned to. + Username—the agent's Amazon Connect user name. Type: `Configuration` object **Contacts** The contacts Type: `List of Contact Objects` object ## Configuration The `Configuration` object includes the following properties: **FirstName** The first name entered in the agent's Amazon Connect account. Type: String Length: 1-100 **AgentHierarchyGroups** The hierarchy group, up to five levels of grouping, for the agent associated with the event. Type: `AgentHierarchyGroups` object **LastName** The last name entered in the agent's Amazon Connect account. Type: String Length: 1-100 **Proficiencies** List of all the proficiencies assigned to the agent. Type: List of Proficiency objects **RoutingProfile** The routing profile assigned to the agent associated with the event. Type: `RoutingProfile` object. **Username** The user name for the agent's Amazon Connect user account. Type: String Length: 1-100 ## Contact object The `Contact` object includes the following properties: **ContactId** The identifier for the contact. Type: String Length: 1-256 **InitialContactId** The original identifier of the contact that was transferred. Type: String Length: 1-256 **Channel** The method of communication. Valid values: `VOICE`, `CHAT`, `TASKS` **InitiationMethod** Indicates how the contact was initiated. Valid values: + `INBOUND`: The customer initiated voice (phone) contact with your contact center. + `OUTBOUND`: An agent initiated voice (phone) contact with the customer, by using the CCP to call their number. This initiation method calls the [StartOutboundVoiceContact](https://docs.aws.amazon.com/connect/latest/APIReference/API_StartOutboundVoiceContact.html) API. + `TRANSFER`: The customer was transferred by an agent to another agent or to a queue, using quick connects in the CCP. This results in a new contact record being created. + `CALLBACK`: The customer was contacted as part of a callback flow. For more information about the InitiationMethod in this scenario, see [Queued callbacks in real-time metrics in Amazon Connect](about-queued-callbacks.md). + `API`: The contact was initiated with Amazon Connect by API. This could be an outbound contact you created and queued to an agent, using the [StartOutboundVoiceContact](https://docs.aws.amazon.com/connect/latest/APIReference/API_StartOutboundVoiceContact.html) API, or it could be a live chat that was initiated by the customer with your contact center, where you called the [StartChatContact](https://docs.aws.amazon.com/connect/latest/APIReference/API_StartChatContact.html) API. + `WEBRTC_API`: The contact used the communication widget to make an in-app voice/video call to an agent. + `QUEUE_TRANSFER`: While the customer was in one queue (listening to Customer queue flow), they were transferred into another queue using a flow block. + `MONITOR`: A supervisor initiated monitor on an agent. The supervisor can silently monitor the agent and customer, or barge the conversation. **Note** This status shows only if you have opted into [Multi-Party Calls and Enhanced Monitoring](update-instance-settings.md#update-telephony-options). + `DISCONNECT`: When a [Set disconnect flow](set-disconnect-flow.md) block is triggered, it specifies which flow to run after a disconnect event during a contact. A disconnect event is when: + A chat, or task is disconnected. + A task is disconnected as a result of a flow action. + A task expires. The task is automatically disconnected when it completes its expiry timer. The default is 7 days and task expiry is configurable up to 90 days. If a new contact is created while running a disconnect flow, then the initiation method for that new contact is DISCONNECT. + `EXTERNAL_OUTBOUND`: An agent initiated voice (phone) contact with an external participant to your contact center using either quick connect in the CCP or a flow block. + `AGENT_REPLY`: An agent has replied to an inbound email contact to create an outbound email reply. + `FLOW`: An email initiated by a flow block. + `CAMPAIGN_PREVIEW`: The contact was initiated by an outbound campaign using preview dialing mode. The agent previews customer information before the call is placed. **State** The state of the contact. Valid values: `INCOMING` \$1 `PENDING` \$1 `CONNECTING` \$1 `CONNECTED` \$1 `CONNECTED_ONHOLD` \$1 `MISSED` \$1 `PAUSED` \$1 `REJECTED` \$1 `ERROR` \$1 `ENDED` The `PAUSED` state is only available for tasks. **StateStartTimestamp** The time at which the contact entered the current state. Type: String (*yyyy*-*mm*-*dd*T*hh*:*mm*:*ss*.*sss*Z) **ConnectedToAgentTimestamp** The time at which the contact was connected to an agent. Type: String (*yyyy*-*mm*-*dd*T*hh*:*mm*:*ss*.*sss*Z) **QueueTimestamp** The time at which the contact was put into a queue. Type: String (*yyyy*-*mm*-*dd*T*hh*:*mm*:*ss*.*sss*Z) **Queue** The queue the contact was placed in. Type: `Queue` object ## HierarchyGroup object The `HierarchyGroup` object includes the following properties: **ARN** The Amazon Resource Name (ARN) for the agent hierarchy. Type: String **Name** The name of the hierarchy group. Type: String ## AgentHierarchyGroups object The `AgentHierarchyGroups` object includes the following properties: **Level1** Includes details for Level1 of the hierarchy assigned to the agent. Type: `HierarchyGroup` object **Level2** Includes details for Level2 of the hierarchy assigned to the agent. Type: `HierarchyGroup` object **Level3** Includes details for Level3 of the hierarchy assigned to the agent. Type: `HierarchyGroup` object **Level4** Includes details for Level4 of the hierarchy assigned to the agent. Type: `HierarchyGroup` object **Level5** Includes details for Level5 of the hierarchy assigned to the agent. Type: `HierarchyGroup` object ## Proficiency The `Proficiency` object includes the following properties: **Name** The name of predefined attribute. Type: String Length: 1-64 **Value** The value of predefined attribute. Type: String **ProficiencyLevel** The proficiency level of the agent. Type: Float Valid values: 1.0, 2.0, 3.0, 4.0 and 5.0 ## Queue object The `Queue` object includes the following properties: **ARN** The Amazon Resource Name (ARN) for the queue. Type: String **Name** The name of the queue. Type: String **Channels** The type of communication channel. Type: List of Channel objects ## RoutingProfile object The `RoutingProfile` object includes the following properties: **ARN** The Amazon Resource Name (ARN) for the agent's routing profile. Type: String **Name** The name of the routing profile. Type: String **InboundQueues** The `Queue` objects associated with the agent's routing profile. Type: List of `Queue` object **DefaultOutboundQueue** The default outbound queue for the agent's routing profile. Type: `Queue` object **Concurrency** A list of concurrency information. Concurrency information objects have AvailableSlots (number), Channel (a channel object), and MaximumSlots (number) values.