Historical Amazon Connect contact data

Use a historical export to give Assembled your Amazon Connect contacts from before you connected, so forecasting and performance reporting have past volume to work with right away. You export the contacts from Amazon Connect as a CSV file, and our team loads it into Assembled. You can do this for each Amazon Connect instance you connect.

This article covers Amazon Connect only. To connect Amazon Connect first, see Amazon Connect integration.

How historical uploads work

• Each file is loaded for one AWS region, so export and send a separate file for each region.
• Assembled reads the Contact ID column, which must be the first column, plus Initial contact ID, Channel, Initiation method, Initiation timestamp, Connected to agent timestamp, Disconnect timestamp, ACW start timestamp, ACW end timestamp, Is transferred out, Queue, and Routing profile.
• Selecting all fields when you export includes every column Assembled needs.

Export contacts from Amazon Connect

Important: Export contacts only up to the time you connected Amazon Connect to Assembled. Contacts after that already arrive through streaming, so exporting them too counts them twice. Make sure the export ends where streaming started, so there’s no gap either.

1. In your Amazon Connect instance, go to Analytics and optimization > Contact search.

   

2. Under Time range, set the dates you want to export.

   

3. In the Contacts panel, select the settings (gear) icon.

4. Select every field in the list, and confirm.

5. Select the export (download) icon. Amazon Connect downloads the contacts as a CSV file.

6. Send the CSV file to your Assembled contact or our support team, and tell them which AWS region the contacts are from.

When our team has loaded the file, the past contacts count toward your history in Assembled, the same as contacts that arrive through streaming.