> ## Documentation Index
> Fetch the complete documentation index at: https://docs.operata.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact (Amazon Connect)

> The contact fields Operata captures for each Amazon Connect Contact — identifiers, queue, direction, event timestamps, and CTR-derived fields when CTR collection is enabled.

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

```json theme={null}
"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](/docs/call-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`                                 |