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Partner Contact Center (Amazon Connect) : Inbound Voice Call Transcript May Include Transfer Conversation During Short-Warm Transfers

Veröffentlichungsdatum: Jul 21, 2026
Beschreibung

In Partner Contact Center (Amazon Connect), customers may observe that the transcript associated with the inbound Voice Call occasionally contains the entire conversation, including the portion that occurred after the call was warm transferred to another agent.

This behavior is observed during warm transfer scenarios where:

  • A customer calls into the contact center.
  • Agent 1 answers the inbound call.
  • Agent 1 initiates a warm transfer to another queue or agent.
  • Agent 2 joins the conversation, creating a three-way call.
  • Agent 1 leaves the conversation.
  • Agent 2 continues speaking with the customer before the call ends.

The expected behavior is:

  • Inbound Voice Call transcript contains only the conversation between the customer and Agent 1.
  • Transfer Voice Call transcript contains only the conversation between the customer and Agent 2.

However, under certain timing conditions, the inbound Voice Call transcript may also contain the portion of the conversation that occurred after Agent 1 left the call.

This is not a regression or product defect. It is a known architectural limitation of the current transcript association design that has existed since the original implementation of Partner Contact Center (Amazon Connect).

Note: This behavior has primarily been observed during customer testing scenarios where the transferred portion of the call has a very short duration (for example, a few seconds), such as test or dummy calls created solely for validation purposes. Longer, real-world conversations may not exhibit the same transcript behavior.

Lösung

This behavior is caused by a timing dependency between the Amazon Connect Contact Trace Record (CTR) synchronization process and the Salesforce PostCall transcript association job.

When Agent 1 leaves the call, Salesforce initially records the correct end time for the inbound Voice Call. However, the subsequent CTR synchronization updates the Voice Call end time using Amazon Connect's conversation-level DisconnectTimestamp. Since this timestamp represents the end of the entire customer conversation rather than the end of Agent 1's participation, the transcript association job may use a longer conversation boundary than intended.

Whether the issue occurs depends on the duration of Agent 2's conversation:

  • If Agent 2 remains on the call only briefly (typically around one to two minutes or less), the CTR synchronization may complete before the transcript association job runs. In this case, the inbound transcript can include both the inbound and transfer conversation.
  • If Agent 2 remains on the call longer, the transcript association job usually completes before the CTR synchronization updates the conversation end time. In this scenario, the inbound and transfer transcripts are correctly separated.

There is currently no configuration or administrative setting to prevent this behavior.

Engineering has logged a platform enhancement to use Amazon Connect's per-leg transfer timestamps instead of the conversation-wide timestamp when determining transcript boundaries. This enhancement is intended to eliminate the timing dependency and consistently associate transcripts with the correct Voice Call.

Until the enhancement is delivered, this behavior should be considered a known platform limitation for short-warm transfer scenarios.

Nummer des Knowledge-Artikels

005388978

 
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