WebRTC session

The webRTCSession object captures WebRTC (Web Real-Time Communication) session details for one Amazon Connect Contact, written by the Agent Experience Collector when the Contact disconnects. It covers inbound and outbound packet metrics, MOS (mean opinion score), jitter, RTT (round-trip time), signalling and media endpoints, setup event timers, failure flags, and the audio devices in use.

Schema

"webRTCSession": {
  "metrics": {
    "inbound": {
      "packetsReceived": 2643,
      "packetsLost": 0,
      "packetsLostPercentage": 0,
      "bytesReceived": 298621,
      "audioLevel": { "max": 8191, "avg": 520.32 },
      "jitterBufferMils": { "min": 1, "max": 14, "avg": 3.25 }
    },
    "outbound": {
      "packetsSent": 2931,
      "packetsLost": 52,
      "packetsLostPercentage": 1.77,
      "bytesSent": 247605,
      "audioLevel": { "max": 18712, "avg": 6094.7 },
      "jitterBufferMils": { "min": 0.19, "max": 38.73, "avg": 7.79 }
    },
    "rtt": { "max": 566, "avg": 122 },
    "jitter": { "max": 14, "avg": 3 },
    "mos": { "min": 2.52, "max": 4.43, "avg": 4.3 }
  },
  "serviceEndpoint": {
    "fqdn": "",
    "transportLifeTimeSeconds": 0,
    "expiry": "0001-01-01T00:00:00Z"
  },
  "mediaEndpoint": {
    "fqdn": "turnnlb-93f2de0c97c4316b.elb.ap-southeast-2.amazonaws.com.",
    "destinationPort": "3478",
    "sourcePort": "63568",
    "transport": "udp",
    "privateIp": "10.4.3.213"
  },
  "signallingEndpoint": { "fqdn": "" },
  "eventTimer": {
    "gumTimeMillis": 418,
    "initializationTimeMillis": 445,
    "iceCollectionTimeMillis": 270,
    "signallingConnectTimeMillis": 2,
    "handshakingTimeMillis": 473,
    "preTalkingTimeMillis": 927,
    "cleanupTimeMillis": 163
  },
  "eventFailure": {
    "iceCollectionFailure": false,
    "signallingConnectionFailure": false,
    "handshakingFailure": false,
    "gumOtherFailure": false,
    "gumTimeoutFailure": false,
    "createOfferFailure": false,
    "setLocalDescriptionFailure": false,
    "userBusyFailure": false,
    "invalidRemoteSDPFailure": false,
    "noRemoteIceCandidateFailure": false,
    "setRemoteDescriptionFailure": false
  },
  "usedDevices": [
    {
      "timestamp": "2026-05-18T10:14:10.654Z",
      "deviceId": "default",
      "groupId": "ac3e3f65d873aaaabbbbbcccce1d2ccd24fd34c5d341089a66ef02589dabf06b0",
      "kind": "audioinput",
      "label": "Default - Elgato Wave:3 (0fd9:0070)"
    }
  ]
}

Fields

Name	Type	Required	Description	Example
`metrics.inbound.packetsReceived`	integer	yes	Total RTP packets received from Amazon Connect during the Contact.	`2643`
`metrics.inbound.packetsLost`	integer	yes	Total inbound RTP packets lost.	`0`
`metrics.inbound.packetsLostPercentage`	number	yes	Inbound packet loss as a percentage.	`0`
`metrics.inbound.bytesReceived`	integer	yes	Total inbound bytes received.	`298621`
`metrics.inbound.audioLevel`	object	yes	Inbound audio level range — `max` and `avg`.	—
`metrics.inbound.jitterBufferMils`	object	yes	Inbound jitter-buffer delay in milliseconds — `min`, `max`, `avg`.	—
`metrics.outbound.packetsSent`	integer	yes	Total RTP packets sent to Amazon Connect during the Contact.	`2931`
`metrics.outbound.packetsLost`	integer	yes	Total outbound RTP packets lost.	`52`
`metrics.outbound.packetsLostPercentage`	number	yes	Outbound packet loss as a percentage.	`1.77`
`metrics.outbound.bytesSent`	integer	yes	Total outbound bytes sent.	`247605`
`metrics.outbound.audioLevel`	object	yes	Outbound audio level range — `max` and `avg`.	—
`metrics.outbound.jitterBufferMils`	object	yes	Outbound jitter-buffer delay in milliseconds — `min`, `max`, `avg`.	—
`metrics.rtt`	object	yes	Round-trip time in milliseconds — `max` and `avg`.	`{ "max": 566, "avg": 122 }`
`metrics.jitter`	object	yes	Jitter in milliseconds — `max` and `avg`.	`{ "max": 14, "avg": 3 }`
`metrics.mos`	object	yes	Estimated Mean Opinion Score — `min`, `max`, `avg`. Range 1 (worst) to 5 (best).	`{ "min": 2.52, "max": 4.43, "avg": 4.3 }`
`serviceEndpoint.fqdn`	string	yes	Amazon Connect service WebSocket FQDN.	`service.connect.ap-southeast-2.amazonaws.com`
`serviceEndpoint.transportLifeTimeSeconds`	integer	yes	Transport lifetime advertised by the service endpoint, in seconds.	`0`
`serviceEndpoint.expiry`	string (ISO 8601)	yes	When the service-endpoint transport expires.	`0001-01-01T00:00:00Z`
`mediaEndpoint.fqdn`	string	yes	Amazon Connect TURN service FQDN.	`turnnlb-93f2de0c97c4316b.elb.ap-southeast-2.amazonaws.com.`
`mediaEndpoint.destinationPort`	string	yes	Destination port on the TURN service.	`3478`
`mediaEndpoint.sourcePort`	string	yes	Source port used on the agent endpoint.	`63568`
`mediaEndpoint.transport`	string	yes	Transport protocol. One of `udp`, `tcp`, `tls`.	`udp`
`mediaEndpoint.privateIp`	string (IPv4)	yes	Private IP the agent endpoint used for media.	`10.4.3.213`
`signallingEndpoint.fqdn`	string	yes	Amazon Connect signalling WebSocket FQDN.	`signalling.connect.ap-southeast-2.amazonaws.com`
`eventTimer.gumTimeMillis`	integer	yes	`getUserMedia` call duration in milliseconds.	`418`
`eventTimer.initializationTimeMillis`	integer	yes	WebRTC initialization duration in milliseconds.	`445`
`eventTimer.iceCollectionTimeMillis`	integer	yes	ICE candidate collection duration in milliseconds.	`270`
`eventTimer.signallingConnectTimeMillis`	integer	yes	Signalling connection duration in milliseconds.	`2`
`eventTimer.handshakingTimeMillis`	integer	yes	DTLS handshake duration in milliseconds.	`473`
`eventTimer.preTalkingTimeMillis`	integer	yes	Time from session start to first audio in milliseconds.	`927`
`eventTimer.cleanupTimeMillis`	integer	yes	Session teardown duration in milliseconds.	`163`
`eventFailure`	object	yes	Per-stage WebRTC failure flags. Each property is a boolean; `true` means the named failure occurred during session setup or teardown.	—
`usedDevices`	object[]	yes	Audio input and output devices the Contact Control Panel used during the session. Each entry has `timestamp`, `deviceId`, `groupId`, `kind`, `label`.	—
`usedDevices[].kind`	string	yes	Device kind. One of `audioinput`, `audiooutput`.	`audioinput`

Notes

Packet and byte counts are totals for the Contact, not rates. Loss percentages are derived values.
RTT and jitter values are in milliseconds.
jitterBufferMils is the jitter-buffer delay, distinct from the raw jitter reported in metrics.jitter. Both are in milliseconds.
All eventTimer durations are in milliseconds and measure discrete phases of WebRTC session setup and teardown.
eventFailure booleans are all present on every contact record, even when no failure occurred. A value of false means the named stage completed without error.

Amazon Connect

Genesys Cloud

NICE CXOne

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