Model contact transfers and conferencing in Connect Customer

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/model-contact-transfers-conferencing.html

Published

unknown

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

AWS documentation; all rights reserved by AWS; no-redistribution; short excerpts and locators only

Source notes citing this source

• Amazon Connect models each agent-customer interaction as an independent contact segment with its own contact record, and a transfer leg is linked to the previous segment by previousContactId. in context
• A transferred call can count as more than one handled contact on a platform that writes one contact record per leg, such as Amazon Connect, so per-call totals from a migrated platform need stitching by initial contact ID before comparison. inferred in context

Cite this source record

APA

WarmTransfer. (2026, October 2). Model contact transfers and conferencing in Connect Customer. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-model-transfers-conferencing

BibTeX

@misc{warmtransfer-aws-connect-model-transfers-conferencing,
  title  = {Model contact transfers and conferencing in Connect Customer},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-model-transfers-conferencing},
  note   = {Amazon Web Services, accessed 2026-10-02}
}