Contact search and contact details
Important
To enable consolidated contact search for your ACGR
instance, please reach out to AWS Support
Important
When you onboard to this feature, your Amazon Connect alias will be updated to a new
sub-domain with the format
region.sourcealias.my.connect.awssource.my.connect.aws and replica alias as
replica.my.connect.aws, after onboarding your Amazon Connect instances to this feature, the new sub-domains will be
us-east-1.source.my.connect.aws and us-west-2.source.my.connect.aws.
Additionally, supervisors and admins must be authenticated using the global sign-in endpoint instead of regional endpoints.
When you access the Contact Search page, you see contacts from your paired Amazon Connect Global Resiliency (ACGR) instances by default, giving you a complete view of customer interactions across your organization. This provides a seamless search experience regardless of which Region contacts originate from or which Region you are currently logged into.
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Active region: The AWS Region where a contact is being processed or was completed.
Contact search experience
Active Region Filter
You'll see a new 'Active region' filter in the filters dropdown. This allows you to narrow your search specific to a region when needed.
To use the Active region filter:
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On the contact search page , choose Add filter.
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Select Active region from the dropdown.
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Choose one or more Regions.
Region-Specific Resource Filters
When you use the following filters, the dropdown options display only resources that were created in your logged in region:
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Custom contact attributes
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Contact categories
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Evaluation filters
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Email address
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Custom contact segment attributes
Important
When you manually type filter values instead of selecting from dropdowns, and those resource names are identical across ACGR instances, your results will include contacts from both Regions.
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Custom contact attributes
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Email address
Evaluation filters only return contacts from your current Region, as they search using unique evaluation form IDs that are Region-specific.
Saved Searches
Your saved searches display contacts from both ACGR instances. Any previously saved Region filters continue to work as expected.
Contact details experience
Viewing contact information
When you open a contact details page, you see comprehensive information regardless of which Region the contact originated from, including:
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Overview, connection details, and queue information
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Contact tags and attributes
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Contact Lens data (conversational analytics, voice transcripts, chat transcripts)
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Screen and audio recordings
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Chat transcripts and IVR interactions
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Email attachments and transcripts
The contact's active Region is displayed on the contact details page under Global resiliency metadata.
Note
If the contact's active Region is impaired, some information may be unavailable, including screen and audio recordings, chat transcripts, IVR interactions, email attachments and transcripts, and Contact Lens data.
Contact Lens data access
You have full access to Contact Lens data across Regions, including:
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In-progress contacts: Conversational analytics, voice transcripts (redacted and unredacted), and chat transcripts.
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Completed contacts: All conversational analytics, voice transcripts (redacted and unredacted), and chat transcripts.
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Recordings: Screen and audio recordings are accessible regardless of the contact's active Region.
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Transcripts: Chat, IVR, and email transcripts are available across Regions.
Contact actions
You can perform contact actions such as Transfer, Reschedule, or End contact regardless of the contact's active Region. These actions route to the contact's active Region.
Contact evaluations
Contact evaluations are only available for contacts that are active in your logged in region. You cannot view or perform evaluations for replicated contacts from other regions.
SearchContacts API
If you use the SearchContacts API programmatically, the response includes additional information:
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GlobalResiliencyMetadata object: Contains the
ActiveRegion,OriginRegion, andTrafficDistributionGroupIdfields for all contacts, showing the specific Region where the contact is active.
For more information about the SearchContacts API, see the Amazon Connect API Reference.
