Contact (Amazon Connect) - Operata Developer Hub

The contact object captures identifiers, direction, queue, and key event timestamps for a single Amazon Connect Contact. The Agent Experience Collector emits it with every contact record; the Cloud Collector merges in Contact Trace Record (CTR)-derived fields when you enable CTR collection.

Schema

"contact": {
  "id": {
    "current": "b0c9d4d1-aaaa-bbbb-cccc-ee75d4240340",
    "previous": "",
    "next": ""
  },
  "callerId": "+61402960149",
  "queueName": "Operata Prod Default Queue",
  "type": "VOICE",
  "direction": "Inbound",
  "initiation": "INBOUND",
  "durationSec": 71,
  "events": {
    "enqueued": "2026-05-18T10:14:22.959Z",
    "connectingToAgent": "2026-05-18T10:14:43.861Z",
    "muted": ["2026-05-18T10:15:06.827Z"],
    "unmuted": ["2026-05-18T10:15:17.042Z"],
    "onHold": ["2026-05-18T10:14:51.246Z"],
    "resumed": ["2026-05-18T10:15:33.481Z"]
  },
  "endedBy": "Agent",
  "recordingUrl": "op.performance.sampling/connect/operata-prod/2026/05/18/b0c9d4d1_20260518T1014_UTC.wav",
  "connectedToAgent": "2026-05-18T10:14:43Z",
  "disconnectReason": "AGENT_DISCONNECT"
}

Fields

Name	Type	Required	Description	Example
`id.current`	string (UUID)	yes	Amazon Connect Contact ID for this leg.	`b0c9d4d1-aaaa-bbbb-cccc-ee75d4240340`
`id.previous`	string (UUID)	no	The previous Contact ID when the Contact was transferred from another contact. Empty when there’s no predecessor.	`""`
`id.next`	string (UUID)	no	The next Contact ID when the Contact transferred to another contact. Empty when there’s no successor.	`""`
`callerId`	string (E.164)	no	Caller’s phone number as presented to Amazon Connect. Redacted when the caller-ID privacy control is enabled.	`+61402960149`
`queueName`	string	no	Name of the Amazon Connect queue that handled the Contact.	`Operata Prod Default Queue`
`type`	string	yes	Contact type. One of `VOICE`, `CHAT`, `TASK`.	`VOICE`
`direction`	string	yes	Contact direction from the agent’s perspective. One of `Inbound`, `Outbound`.	`Inbound`
`initiation`	string	no	How the Contact entered Amazon Connect, from the CTR `InitiationMethod` field. One of `INBOUND`, `OUTBOUND`, `TRANSFER`, `CALLBACK`, `API`, `QUEUE_TRANSFER`, `DISCONNECT`, `MONITOR`, `EXTERNAL_OUTBOUND`.	`INBOUND`
`durationSec`	integer	yes	Total Contact duration in seconds, from incoming to disconnected.	`71`
`events`	object	yes	Timestamps of key events in the Contact lifecycle. See Call signalling and handling events for the full event reference.	—
`endedBy`	string	yes	Which party disconnected the Contact. One of `Agent`, `Customer`, `System`.	`Agent`
`recordingUrl`	string	no	S3 key of the call recording, when CTR collection is enabled and the Contact was recorded.	`op.performance.sampling/connect/.../b0c9d4d1.wav`
`connectedToAgent`	string (ISO 8601)	no	When the Contact connected to an agent, from the CTR `ConnectedToAgentTimestamp` field.	`2026-05-18T10:14:43Z`
`disconnectReason`	string	no	How the Contact ended, from the CTR `DisconnectReason` field. Common values: `AGENT_DISCONNECT`, `CUSTOMER_DISCONNECT`, `THIRD_PARTY_DISCONNECT`, `TELECOM_PROBLEM`, `CONTACT_FLOW_DISCONNECT`.	`AGENT_DISCONNECT`

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