Install CTR collection for Amazon Connect

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Before you start

• An Operata account with Admin role and your Operata Group ID.
• An AWS account with the IAM permissions required to deploy CloudFormation in your Amazon Connect region.
• An Amazon Connect instance with CTRs enabled to a Kinesis stream. Firehose-only setups need a Kinesis stream first; see Why Kinesis Streams, not Firehose.
• Familiarity with the Cloud Collector data path.

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Steps

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1. Send Operata the install details

• CTR Kinesis stream ARN — for example, arn:aws:kinesis:ap-southeast-2:083560123456:stream/Connect_CTR_Prod.
• Amazon Connect instance alias — 32 characters or fewer (for example, operata-prod).
• Redaction enablement — whether the redactor Lambda runs. If yes, provide the VPC ID and private subnet IDs to deploy it into.

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2. Open the quick-create link

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3. Enter your Operata API token

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4. (Optional) Configure CTR upsert

• agentDataS3BucketName — S3 bucket holding JSON-line or JSON-array data files. Format: bucket-name/prefix.
• agentLookupKey — the CTR field used to look up enrichment data (for example, USERNAME or userId).

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5. Deploy the stack

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6. Place a test contact

• The Agent Experience Collector Chrome extension is installed in the agent’s browser.
• The CCP URL matches the Amazon Connect instance you just installed the stack against.
• You close the contact when the call ends — CTRs are only emitted on close.

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Verify

{
  "traceRecord": {
    "ContactId": "0772a43f-65dc-4936-a51a-bf291bced3ab",
    "InitiationTimestamp": "2026-05-18T10:14:22Z",
    "DisconnectTimestamp": "2026-05-18T10:15:08Z",
    "InitiationMethod": "INBOUND",
    "Channel": "VOICE",
    "Queue": {
      "Name": "operata-prod-queue",
      "EnqueueTimestamp": "2026-05-18T10:14:23Z",
      "DequeueTimestamp": "2026-05-18T10:14:25Z"
    },
    "Agent": {
      "Username": "operataAgent",
      "ConnectedToAgentTimestamp": "2026-05-18T10:14:25Z",
      "AgentInteractionDuration": 33
    },
    "Attributes": {
      "contactId": "0772a43f-65dc-4936-a51a-bf291bced3ab"
    },
    "AWSContactTraceRecordFormatVersion": "2017-03-10"
  },
  "contactDurationSummary": {
    "contactDurationRoundedMin": 1,
    "contactDurationActualSec": 46
  }
}

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Related

• Configure CTR redaction — strip PII fields before they leave your AWS account.
• Tag your AWS resources — apply cost-allocation and access-control tags to the deployed stack.
• Concept: Cloud Collector — the runtime that processes each CTR.
• Troubleshoot the integration — missing records, CloudFormation failures, secret management.