# Metrics, Reports and Search across ACGR Regions
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The topics in this section describe consolidated metrics, reports and search across AWS Regions for Amazon Connect Global Resiliency (ACGR) customers.

**Topics**
+ [Contact search and contact details](contact-search-and-contact-details.md)
+ [Consolidated metrics across Regions](consolidated-metrics-across-regions.md)

# Contact search and contact details
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**Important**  
To enable consolidated contact search for your ACGR instance, please reach out to [AWS Support](https://console.aws.amazon.com/support/home).

**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.aws`. For example, if your ACGR instance is deployed in US East (N. Virginia) and US West (Oregon) with source alias configured as `source.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](integrate-idp.md) 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.
+ **Active region**: The AWS Region where a contact is being processed or was completed.

## Contact search experience
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### Active Region Filter
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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:

1. On the **contact search page **, choose **Add filter**.

1. Select **Active region** from the dropdown.

1. Choose one or more Regions.

![\[The Active region filter dropdown showing available Regions to select.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/active-region-filter.png)


### Region-Specific Resource Filters
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When you use the following filters, the dropdown options display only resources that were created in your logged in region:
+ Custom contact attributes
+ Contact categories
+ Evaluation filters
+ Email address
+ 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.  
Custom contact attributes
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
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Your saved searches display contacts from both ACGR instances. Any previously saved Region filters continue to work as expected.

## Contact details experience
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### Viewing contact information
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When you open a contact details page, you see comprehensive information regardless of which Region the contact originated from, including:
+ Overview, connection details, and queue information
+ Contact tags and attributes
+ Contact Lens data (conversational analytics, voice transcripts, chat transcripts)
+ Screen and audio recordings
+ Chat transcripts and IVR interactions
+ Email attachments and transcripts

The contact's active Region is displayed on the contact details page under **Global resiliency metadata**.

![\[The contact details page showing the Global resiliency metadata section with the active Region information.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/global-resiliency-metadata.png)


**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
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You have full access to Contact Lens data across Regions, including:
+ In-progress contacts: Conversational analytics, voice transcripts (redacted and unredacted), and chat transcripts.
+ Completed contacts: All conversational analytics, voice transcripts (redacted and unredacted), and chat transcripts.
+ Recordings: Screen and audio recordings are accessible regardless of the contact's active Region.
+ Transcripts: Chat, IVR, and email transcripts are available across Regions.

### Contact actions
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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
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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
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If you use the SearchContacts API programmatically, the response includes additional information:
+ GlobalResiliencyMetadata object: Contains the `ActiveRegion`, `OriginRegion`, and `TrafficDistributionGroupId` fields 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](https://docs.aws.amazon.com/connect/latest/APIReference/API_SearchContacts.html).

# Consolidated metrics across Regions
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**Important**  
To enable consolidated agent and contact metrics for your ACGR instance, please reach out to [AWS Support](https://console.aws.amazon.com/support/home).

When you view metrics in Amazon Connect, you see a consolidated view of agent and contact metrics across all your paired Regions, regardless of which Region you are currently logged into.

For example, if you have 5 agents logged into us-east-1 and available for BasicQueue, and 10 agents logged into us-west-2 and available for BasicQueue, the real-time metrics page shows a total of 15 agents online. This consolidated view enables you to monitor your contact center operations within a single interface.

## Available metrics
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The consolidated view is available across:
+ Real-time metrics: View current agent activity and contact metrics across your ACGR instances.
+ Historical metrics: Access historical performance data across ACGR instances.
+ Metrics APIs: API responses return consolidated metrics across your ACGR instances.

**Note**  
Agent and contact metrics are consolidated across Regions. Other metrics such as analytics remain Region-specific.

For more information about Amazon Connect reporting, see [Metrics, dashboards, and reports in Amazon Connect](amazon-connect-metrics.md).