Call signalling and handling events

The callEvents object contains timestamps for every signalling and handling state change in one Amazon Connect Contact’s lifecycle. The Agent Experience Collector emits this object on every Contact.

Schema

"callEvents": {
  "initiated": "2026-05-18T10:14:13Z",
  "incoming": "2026-05-18T10:14:14.427Z",
  "connecting": "2026-05-18T10:14:14.428Z",
  "accepted": "2026-05-18T10:14:20.025Z",
  "connected": "2026-05-18T10:14:20.626Z",
  "muted": "2026-05-18T10:14:44.975Z",
  "unmuted": "2026-05-18T10:14:55.018Z",
  "onHold": "2026-05-18T10:14:22.346Z",
  "resumed": "2026-05-18T10:14:33.951Z",
  "disconnected": "2026-05-18T10:15:49Z",
  "ended": {
    "party": "Agent",
    "timestamp": "2026-05-18T10:15:05.182Z"
  }
}

Fields

All timestamps are ISO 8601 UTC strings.

Name	Type	Required	Description	Example
`initiated`	string (ISO 8601)	yes	The time the Contact connected to the Amazon Connect environment.	`2026-05-18T10:14:13Z`
`incoming`	string (ISO 8601)	no	The Contact is incoming and waiting for acceptance.	`2026-05-18T10:14:14.427Z`
`connecting`	string (ISO 8601)	no	The Contact is connecting. For voice Contacts, this is when the agent accepts the incoming call; for other Contact types, the Contact is accepted during the `INCOMING` state.	`2026-05-18T10:14:14.428Z`
`accepted`	string (ISO 8601)	no	The Contact has been accepted by the agent.	`2026-05-18T10:14:20.025Z`
`connected`	string (ISO 8601)	no	The Contact is connected.	`2026-05-18T10:14:20.626Z`
`muted`	string (ISO 8601)	no	The agent’s local media is muted.	`2026-05-18T10:14:44.975Z`
`unmuted`	string (ISO 8601)	no	The agent’s local media is unmuted.	`2026-05-18T10:14:55.018Z`
`onHold`	string (ISO 8601)	no	The Contact is connected but on hold.	`2026-05-18T10:14:22.346Z`
`resumed`	string (ISO 8601)	no	The Contact has been taken off hold.	`2026-05-18T10:14:33.951Z`
`disconnected`	string (ISO 8601)	no	The connection is no longer connected to the Contact.	`2026-05-18T10:15:49Z`
`ended.party`	string	no	Party that ended the Contact. One of `Agent`, `Customer`, `System`.	`Agent`
`ended.timestamp`	string (ISO 8601)	no	The time the Contact ended.	`2026-05-18T10:15:05.182Z`

Notes

All fields except initiated are optional. They’re absent when the corresponding state didn’t occur — for example, muted and unmuted are absent on contacts where the agent never muted the microphone.
initiated is always present and marks when the Contact connected to the Amazon Connect environment.
ended.party distinguishes who terminated the Contact: Agent, Customer, or System.

Amazon Connect

Genesys Cloud

NICE CXOne

Schema

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