Agent event streams data model in Connect Customer

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-stream-model.html

Published

unknown

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

AWS Site Terms; documentation copyright Amazon Web Services; no-redistribution; short excerpts and locators only

Source notes citing this source

• Agent events continue to be published for up to an hour after an agent has logged off. in context
• The Contact object in the agent event stream data model lists Channel values VOICE, CHAT and TASKS. in context
• The Contact object in agent events has State values INCOMING, PENDING, CONNECTING, CONNECTED, CONNECTED_ONHOLD, MISSED, PAUSED, REJECTED, ERROR and ENDED, with PAUSED available only for tasks. in context
• The agent event stream EventType field takes the values STATE_CHANGE, HEART_BEAT, LOGIN and LOGOUT. in context
• A HEART_BEAT agent event is published every 120 seconds if no other event was published for that agent during the interval. in context
• A STATE_CHANGE agent event fires not only for agent status and conversation state changes but also when agent configuration changes, such as routing profile, its queues, auto-accept, SIP address, hierarchy group or CCP language preference. in context
• Each agent event carries a Version field in date format, such as 2019-05-25. in context
• The InitiationMethod values documented in the agent event stream Contact object are INBOUND, OUTBOUND, TRANSFER, CALLBACK, API, WEBRTC_API, QUEUE_TRANSFER, MONITOR, DISCONNECT, EXTERNAL_OUTBOUND, AGENT_REPLY, FLOW and CAMPAIGN_PREVIEW. in context
• The MONITOR initiation method appears only if the instance has opted into Multi-Party Calls and Enhanced Monitoring. in context
• When an agent transfers a customer to another agent or queue using quick connects in the CCP, the new leg has InitiationMethod TRANSFER and a new contact record is created. in context
• Amazon Connect agent event stream EventType values are STATE_CHANGE, HEART_BEAT, LOGIN and LOGOUT. in context
• Amazon Connect agent events continue to be published for up to an hour after an agent has logged off. in context
• Amazon Connect publishes an agent HEART_BEAT event every 120 seconds if no other agent event was published during that interval. in context
• The Amazon Connect InitialContactId property holds the original identifier of a contact that was transferred, which allows chained contact records to be grouped into one interaction. in context
• In Amazon Connect, when an agent transfers a customer to another agent or queue using quick connects, a new contact record is created with initiation method TRANSFER. in context

Cite this source record

APA

WarmTransfer. (2026, September 24). Agent event streams data model in Connect Customer. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-agent-event-stream-model

BibTeX

@misc{warmtransfer-aws-connect-agent-event-stream-model,
  title  = {Agent event streams data model in Connect Customer},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-agent-event-stream-model},
  note   = {Amazon Web Services, accessed 2026-09-24}
}