Data model for Connect Customer contact records

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html

Published

unknown

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

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

Source notes citing this source

• A contact record is available in Amazon Connect for 24 months from the time the associated contact was initiated. in context
• Amazon Connect delivers contact records at least once, and a contact record may be delivered again, for example when new information arrives after the initial delivery. in context
• Amazon Connect contact records capture the events associated with a contact, and Amazon Connect real-time and historical metrics are based on the data captured in contact records. in context
• Updating a contact's attributes with the update-contact-attributes command causes Amazon Connect to deliver a new contact record for that contact. in context
• AWS adds new fields to the contact record data model over time, states that changes are backward compatible, and recommends that consuming applications ignore newly added fields. in context
• Because contact records are delivered at least once and are re-emitted after attribute updates, a CTR consumer that loads from Kinesis or Firehose must de-duplicate by ContactId and keep the most recent version rather than treat each record as a new contact. inferred in context
• An Amazon Connect contact record is available for 24 months from the time the associated contact was initiated. in context
• AWS adds new fields to the Amazon Connect contact record data model in a backward-compatible way and recommends that applications ignore fields they do not recognise. in context
• Amazon Connect delivers contact records at least once and may deliver them again when new information arrives, for example after contact attributes are updated. in context
• Ingestion into a normalised CDR store should upsert on the native record key, not append, because Amazon Connect redelivers records, Graph callRecords are versioned upward and the Webex cdr_stream backfills late records. inferred in context
• Amazon Connect contact records remain available in the instance for 24 months from when the contact was initiated. in context

Cite this source record

APA

WarmTransfer. (2026, September 24). Data model for Connect Customer contact records. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-ctr-data-model

BibTeX

@misc{warmtransfer-aws-connect-ctr-data-model,
  title  = {Data model for Connect Customer contact records},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-ctr-data-model},
  note   = {Amazon Web Services, accessed 2026-09-24}
}