In short, the searching results using ‘Disconnect’ as Initiation Method in Contact Search are the contacts generated when chats or calls follow disconnect flow. It is different from the metric of Contacts agent hung up first. In order to verify this statement, I did experiments in my account by setting up a sample of post call surveys based on this documentation

https://aws.amazon.com/blogs/contact-center/create-post-call-surveys-in-amazon-connect/

// test 1

My first test was very straight forward including initiate a call from user –> agent pick up the call –> agent end the call –> user completes the post call survey –> call ends by Connect. I would share my findings below.

1. On the Contact search page, I can see two contact ids generated when I don’t use any Initiation methods.

2. After selecting ‘Disconnect’ as Initiation Method, the result includes only one contact id which generated on the post call survey.

3. Then I moved to the Historical metrics and there is no record under the metric of Contacts agent hung up first.

You can see when you set ‘Disconnect’ as Initiation Method on Contact search, you will see the contacts which are generated when chats or calls follow disconnect flow. But it doesn’t show up in the metric of Contacts agent hung up first.

// test 2

In addition, I did another test without the contact block (Set disconnect flow). The test flow was initiate a call from user –> agent pick up the call –> agent ends the call, I found:

1. I can see this contact on Contact search with empty Initiation method

2. However I cannot find it when I selected ‘Disconnect’ as Initiation Method, still only one contact (same as step 2 of test 1)

3. I can see it under the metric of Contacts agent hung up first in the Historical metrics.

Without using the contact block (Set disconnect flow), you will see the records in the metric of Contacts agent hung up first when the agent disconnected the contacts before the customer.