# Search for completed and in-progress contacts in Amazon Connect
Search for completed and in-progress contacts

**Note**  
End of support notice: On May 20, 2026, AWS will end support for Amazon Connect Voice ID. After May 20, 2026, you will no longer be able to access Voice ID on the Amazon Connect console, access Voice ID features on the Amazon Connect admin website or Contact Control Panel, or access Voice ID resources. For more information, visit [Amazon Connect Voice ID end of support](https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html). 

This topic is for administrators and contact center managers who need to search for contacts using the Amazon Connect admin website. For the APIs used to search for contacts programmatically, see [APIs to search contacts](#apis-search-contacts). 

**Topics**
+ [

## Important things to know
](#important-contact-search)
+ [

## Key search features
](#key-search-features)
+ [

## Manage who can search for contacts and access detailed information
](#required-permissions-search-contacts)
+ [

## How to search for a contact
](#how-to-search-contacts)
+ [

## Additional fields: Add columns to your search results
](#additional-fields)
+ [

## Download search results
](#download-search-results)
+ [

## APIs to search contacts
](#apis-search-contacts)
+ [

# Search for in-progress contacts in Amazon Connect
](search-in-progress-contacts.md)
+ [

# Search for contacts in Amazon Connect by using custom contact attributes or contact segment attributes
](search-custom-attributes.md)

## Important things to know

+ You can search for contacts as far back as two years ago.
+ You can search for both completed and in-progress contacts. For contacts handled by agents, a contact is only marked as completed after the agent has completed After Contact Work (ACW).
+ The ability to search for in-progress contacts varies by channel (see [Contact events data model](contact-events.md#contact-events-data-model) for reference):
  + **Voice**
    + You can search for in-progress queued callbacks after they are queued, connected to an agent or disconnected.
    + For other voice contacts, you can search them only after they are connected to an agent, or have been disconnected. Queued in-progress voice contacts (with the exception of callbacks) are not shown on the **Contact search** page.
  + **Chat**: You can search for contacts after they are connected to system, queued, connected to an agent or disconnected.
  + **Tasks** and **Email**: You can search for all in-progress after they are initiated.
+ The search results for a given query are limited to the first 10K results returned.
+ You cannot search for multiple contact IDs at the same time.

## Key search features
Key search features
+ [Search by custom contact attributes](search-custom-attributes.md) (user-defined attributes).
+ [Search for contacts that are in progress](search-in-progress-contacts.md) or completed using the **Contact status** filter.
+ Search a time range up to 8 weeks. Within the time range filter, you can specify the **Timestamp type**. This enables you to specify the time range. You can choose from initiated, connected to agent, disconnected, and scheduled timestamps.
**Important**  
Time range filter on Contact search has Timestamp type set to "Initiated" by default. Before the Timestamp type selection was introduced, the Timestamp type used by the Time Range filter was "Disconnected".
Saved searches on Contact search created prior to the launch of the ability to search for in-progress contacts (launched September 2023) have been updated with the filters Contact status = "Completed" and Timestamp type = "Disconnected". These selections were implied before the launch of in-progress contacts.
+ Multi-select filters for agent names, contact queues and the name of the initial flow for the contact.
+ Filter for agent hierarchy. You can progressively apply filters to drill-down into agent hierarchy levels. 
**Note**  
When you select multiple values at any hierarchy level, you cannot filter on the next hierarchy level(s).
+ Filter contacts by channel and channel subtype, such as SMS.
+ Filter to search for email contacts using email address (To, From and CC) and email subject. Searching on an email subject is not case sensitive. Also, searching for a subset of words within an email subject provides search results. For example, if you enter **inquiry**, Amazon Connect return emails with the subject **Customer Inquiry**.
+ Filters for [conversation analytics](analyze-conversations.md). You can search for contacts that have conversational analytics enabled. e.g. **Conversational analytics: Voice - Agent interaction** returns contacts where the agent interaction has been analyzed by conversational analytics. You can [search for Contact categories](search-conversations.md#contact-category-search) by specifying the full category name. Choose to search using **Match any** or **Match all** or **Match none**. For example, you can search contacts with both "category A" and "category B", or with either one of the two categories. 

   You can refer to the complete list of conversational analytics filters [here](search-conversations.md). You can apply these filters only if your organization has enabled Contact Lens. 

  In the **Add filter** drop-down box, the Contact Lens filters have **CL** next to them. You can apply these filters only if your organization has enabled Contact Lens.   
![\[The contact search page, the filters section, the filter dropdown menu.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/contact-lens-search-contact-category-1.png)

  If you want to remove the Contact Lens filters from a user's drop-down list, remove the following permissions from their security profile: 
  + **Search contacts by conversation**: This controls access to the sentiment scores, non-talk time, and category searches.
  +  **Search contacts by keywords**: This controls access to the keywords search.
  +  **Contact Lens - conversational analytics**: On the **Contact details** page, this displays graphs that summarize conversational analytics.
+ Filters for recordings. Using the **recording** filter, you can filter for contacts with a screen recording (video) or audio recording (voice). 
+ Filter for Active Region. Search for contacts by the AWS region where they were handled. This filter is available for Amazon Connect instances using global resiliency, where contacts may be handled in a different AWS region than the region you are logged into.
**Important**  
Some Amazon Connect features may be unavailable when accessing cross-region contact data. For complete details, refer to the [Set up Amazon Connect Global Resiliency](setup-connect-global-resiliency.md).
+ Filters for [Voice ID](voice-id.md). You can search for the Voice ID authentication and fraud detection status of contacts, if your organization has enabled Voice ID. To access this functionality, on your security profile, you need **Analytics and Optimization**, **Voice ID - attributes and search** - **View** permission.

  The following image shows the filters available to search Voice ID: **Authentication result**, **Fraud detection result**, **Speaker actions**.  
![\[The filter dropdown menu, filters for Voice ID.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/voiceid-search-filters.png)

## Manage who can search for contacts and access detailed information
Manage who can search for contacts and access detailed information

Before users can search for contacts in Amazon Connect, or access detailed contact information, they need to be assigned to the **CallCenterManager** security profile, or have the following **Analytics and Optimization** permissions:
+ At least one of the following permissions is required to view contacts on **Contact search** and **Contact details** pages:
  + **Contact search - View**: Allows a user to access all contacts on **Contact search** and **Contact details** pages.
  + **View my contacts - View**: On the **Contact search** and **Contact details** pages, allows agents to view only those contacts that they handled.
+ **Restrict contact access** (Optional): Manage a user's access to results on the **Contact search** page based on their agent hierarchy group. For example:
  + Agents who are assigned to AgentGroup-1 can only view contact records for contacts handled by agents in that hierarchy group, and any groups below them. (If they have permissions for **Recorded conversations**, they can also listen to call recordings and view transcripts.)
  + Agents assigned to AgentGroup-2 can only access contact records for contacts handled by their group, and any groups below them. 
  + Managers and others who are in higher level groups can view contact records for contacts handled by all the groups below them, such as AgentGroup-1 and 2.

  For this permission, **All** = **View** since **View** is the only action granted.

  For more information about hierarchy groups, see [Organize agents into teams and groups for reporting and access by creating hierarchies](agent-hierarchy.md).
**Important**  
Deleting a hierarchy level severs the link to existing contacts. This action can not be reversed.
When you change a user's hierarchy group, it may take a couple of minutes for their contact search results to reflect their new permissions.

  The following table lists the typical permissions and what contacts can be views on **Contact search** and **Contact details** pages.    
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/contact-search.html)
**Important**  
We do not recommend assigning permissions in any other combination than what is shown in the preceding table.
+ **Contact Lens - conversational analytics**: On the ** Contact details** page for a contact, you can view graphs that summarize conversational analytics: customer sentiment trend, sentiment, and non-talk time. 
+ **Call recordings (redacted) - Access**: If your organization uses Contact Lens, you can assign this permission so agents access only those agent call recordings in which sensitive data has been redacted.
+ **Contact transcripts (redacted) - Access**: If your organization uses Contact Lens, you can assign this permission so agents access only those contact transcripts in which sensitive data has been redacted.
+ **Call recordings (unredacted) - Access**: Use this permission to manage who can access recordings on the **Contact search** and **Contact details** pages. If desired, you can use **Restrict contact access** to ensure they only have access to detailed information for those contacts handled by their hierarchy group.
+ **Contact transcripts (unredacted) - Access**: Use this permission to manage who can view unredacted chat and email conversations, and unredacted voice transcripts produced by Contact Lens on the **Contact search** and **Contact details** pages. If desired, you can use **Restrict contact access** to ensure they only have access to detailed information for those contacts handled by their hierarchy group.
+ **Evaluation forms - perform evaluations**: Allows users to [search for](search-evaluations.md) evaluations by evaluation form, score, last updated date/range, evaluator, and status. 
+ **Voice ID - attributes and search**: If your organization uses Voice ID, users with this permission can search for and view Voice ID results in the **Contact detail** page. 
+ **Users - View** permission: You must have this permission to use the **Agent** filter on the **Contact search** page.

By default, the Amazon Connect **Admin** and **CallCenterManager** security profiles have these permissions.

For information about how to add more permissions to an existing security profile, see [Update security profiles in Amazon Connect](update-security-profiles.md).

## How to search for a contact


1. Log in to Amazon Connect with a user account that has [permissions to access contact records](#required-permissions-search-contacts).

1. In Amazon Connect choose **Analytics and optimization**, **Contact search**.

1. Use the filters on the page to narrow your search. For date, you can search up to 8 weeks at a time.

**Tip**  
To see if a conversation was recorded, you need to be assigned to a profile that has **Manager monitor** permissions. If a conversation was recorded, by default the search result will indicate so with an icon in the **Recording** column. You won't see this icon if you don't have permission to review the recordings.

## Additional fields: Add columns to your search results


Use the options under **Additional fields** to add columns in your search results. These options are not used to filter your search.

For example, if you want to include columns for **Agent Name** and **Routing profile** in your search output, choose those columns here.

**Tip**  
The **Is transferred out** option indicates whether the contact was transferred to an external number. For the date and time (in UTC time) when the transfer was connected, see `TransferCompletedTimestamp` in the [ContactTraceRecord](ctr-data-model.md#ctr-ContactTraceRecord). 

## Download search results


You can download up to 3,000 search results at a time. 

## APIs to search contacts
APIs to search contacts

Use the following APIs to search contacts programmatically:
+ [SearchContacts](https://docs.aws.amazon.com/connect/latest/APIReference/API_SearchContacts.html)
+ [DescribeContact](https://docs.aws.amazon.com/connect/latest/APIReference/API_DescribeContact.html)
+ [DescribeContactEvaluation](https://docs.aws.amazon.com/connect/latest/APIReference/API_DescribeContactEvaluation.html)

# Search for in-progress contacts in Amazon Connect
Search for in-progress contacts

For a contact that is handled by an agent, a contact is considered **In Progress** until the agent completes After Contact Work. For a contact that is never handled by an agent, a contact is considered **In Progress** until the contact is disconnected.

**Topics**
+ [

## Permissions needed to search for in-progress contacts
](#permissions-inprogress)
+ [

## Contact states supported by Contact search
](#contactstates-inprogress)
+ [

## How to search for in-progress contacts
](#howto-search-inprogress)
+ [

## Filter contacts by using timestamp types
](#filter-by-timestamp)
+ [

## View in progress contacts
](#view-inprogress-contacts)
+ [

## Review real-time transcripts
](#review-realtime-transcripts)

## Permissions needed to search for in-progress contacts
Permissions needed to search for in-progress contacts

The permissions needed to search for in-progress contacts are the same as those for searching for completed contacts. For more information, see [Manage who can search for contacts and access detailed information](contact-search.md#required-permissions-search-contacts).

## Contact states supported by Contact search
Contact states supported by Contact search

The ability to search for in-progress contacts varies by channel (see [Contact events data model](contact-events.md#contact-events-data-model) for reference):
+ **Voice**
  + You can search for in-progress queued callbacks after they are queued, connected to an agent or disconnected.
  + For other voice contacts, you can search them only after they are connected to an agent, or have been disconnected. Queued in-progress voice contacts (with the exception of callbacks) are not shown on the **Contact search** page.
+ **Chat**: You can search for contacts after they are connected to system, queued, connected to an agent or disconnected.
+ **Tasks** and **Email**: You can search for all in-progress after they are initiated.

## How to search for in-progress contacts
How to search for in-progress contacts

1. Log in to Amazon Connect with a user account that has [permissions to access contact records](contact-search.md#required-permissions-search-contacts).

1. In Amazon Connect choose **Analytics and optimization**, **Contact search**.

1. Select the **Contact status** filter and change the selected value to **In progress**. The default Contact status is **Completed**.  
![\[The in progress filter.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/contact-search-in-progress-filter.png)

## Filter contacts by using timestamp types
Filter contacts by using timestamp types

You can search for contacts in a particular contact state using **Timestamp type** within the **Time range** filter. For example, you can search for task contacts that are scheduled for the next day by selecting **Contact status = In progress**, **Timestamp type = Scheduled** and the appropriate date within **Time range**.

The following timestamp types are supported: initiated, connected (to agent), disconnected and scheduled. When you search for contacts using a certain ** Timestamp type**, the search results do not contain contacts that do not have that timestamp populated, e.g. if you search for a contact with **Timestamp type = Disconnected** and **Contact status = In progress**, then you will only view contacts that are in After Contact Work state.

**Important**  
The **Time range** filter on the **Contact search** page has **Timestamp type** set to ** Initiated** by default. Before the Timestamp type selection was introduced, the Timestamp type used by the **Time range** filter was **Disconnected**.
Saved searches on **Contact search** created before to the launch of the ability to search for in-progress contacts (launched September 2023) have been updated with the filters **Contact status = Completed** and **Timestamp type = Disconnected**. These selections were implied before the launch of in-progress contacts.

## View in progress contacts
View in progress contacts

You can click on a Contact ID within the **Contact search** results to view details of an in-progress contact. 

![\[View an in-progress contact.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/contact-search-in-progress-view.png)


### Important things to know
Important things to know
+ The **Contact details** page for an in-progress contact shows data available at the time **Contact details** page was opened. It does not automatically refresh as the contact progresses. You need to refresh the page manually using your browser.
+ Certain fields on **Contact search** and **** may have missing or inconsistent information while the contact is in progress. After a contact is completed, information is eventually made consistent with the underlying contact record, after the page is manually refreshed. 
+ There may be a delay between the contact being **Completed** and the contact being marked as **Completed** on the contact record.

## Review real-time transcripts
Review real-time transcripts

For voice contacts, with real-time call analytics enabled, you can view transcripts of a contact in real-time on a **Contact details** page if you have the security profile permission **Contact transcripts (unredacted) - Access**. 

**Note**  
Redaction is not supported for in-progress voice contacts. Users with **Contact transcripts (unredacted) - Access** can not view in-progress voice contacts.

Choose the refresh icon on the bottom of the transcript to pull the latest available turns of the conversation. The following image shows the location of the refresh icon on the page.

![\[A transcript, the refresh icon at the bottom of the page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/contact-search-real-time-transcripts.png)


# Search for contacts in Amazon Connect by using custom contact attributes or contact segment attributes
Search by custom contact attributes or contact segment attributes

You can create search filters based on custom contact attributes (also called [user-defined contact attributes](connect-attrib-list.md#user-defined-attributes)) or contact segment attributes. 

For example, if you add `AgentLocation` and `InsurancePlanType` to your contact records as custom attributes, you can search for contacts with specific values in these attributes, such as calls handled by agents located in Seattle, or calls made by customers who purchased homeowners insurance.

**Topics**
+ [

## Required permissions to configure searchable contact attributes
](#permissions-search-custom-attributes)
+ [

## Configure searchable custom contact attributes
](#configure-search-custom-attributes)
+ [

## Edit, add, or remove contact attributes
](#edit-add-remove-attribute-keys)
+ [

## Filter contact search results on contact attributes
](#howto-search-for-custom-attributes)
+ [

## Filter contact search results on contact segment attributes
](#filter-contact-search-segment)

## Required permissions to configure searchable contact attributes


By default, a custom attribute isn't indexed until someone with appropriate permissions, such as an admin or manager, specifies it should be searchable. You grant permissions to select users so they can configure which custom contact attributes can be added as a search filter. 

Assign the following permissions to their security profile: 
+ Enable one of the following permissions to access the **Contact Search** page:
  + **Contact search**. Allows you to search for all contacts.
  + **View my contacts**: Allows agents to view only those contacts that they handled.
+ **Contact attributes**: Allows users to view contact attributes. Also controls access to the search filters based on contact attributes.
+ **Configure searchable contact attributes** - **All**: People who have this permission determine what custom data will be searchable (by people who have the **Contact attributes** permission). It allows them to access the following configuration page:   
![\[The search customer contact attributes page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/contact-search-custom-attributes-configuration-page.png)

## Configure searchable custom contact attributes


1. On the **Contact search** page, choose **Add filter**, **Custom contact attribute**. Only people with **Configure searchable contact attributes** permissions in their security profile see this option.  
![\[The contact search page, the filters dropdown menu, the Customer contact attribute option.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/contact-search-custom-attributes-specify1.png)

1. The first time you choose **Custom contact attribute**, the following box appears, indicating no attributes have been configured for this Amazon Connect instance. Choose **Specify searchable attribute keys**.  
![\[The add filter option, a message that no keys have been specified for search.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/contact-search-custom-attributes-specify2.png)

1. In the **Attribute key** box, type the name of your custom attribute, and then choose **Add key**.
**Important**  
You must type the exact key name. It is case sensitive.

1. When finished, choose **Save**.

Your users will be able to search on these keys for any future contacts.

## Edit, add, or remove contact attributes


To edit, add, or remove keys, choose **Attribute**, **Settings**. If you don't see the **Settings** option, you don't have the required permissions.

![\[The add filter tab, the settings gear in the upper right corner of the page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/contact-search-custom-attributes-settings.png)


## Filter contact search results on contact attributes


Users who have the **Contact attributes** permission in their security profile can find contacts by using the contact attribute filters.

1. On the **Contact search** page, choose **Add filter**, **Custom contact attribute**, and then choose **Specify searchable attribute keys**.

1. On the **Searchable customer contact attributes** page, in the **Attribute key** box, enter the attribute key, and choose **\$1Add key** and then choose **Save**.

1. Return to the **Contact search** page. Use **Add filter** to choose from the dropdown menu the attribute you just added. In the **Attribute value box**, enter the value you want to find. 

## Filter contact search results on contact segment attributes


After you create predefined attributes and attached them to a contact segment (explained in [Use contact segment attributes](use-contact-segment-attributes.md)), you can filter contact search results based on the segment attribute values. 

The following image shows the **Contact search** page, and the option to filter contact search results based on custom segment attribute values. 

![\[The Contact search page, the Segment attributes filter.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/attribute-management-4.png)


1. On the **Contact search** page, under the **Add filter** drop-down, select **Custom contact segment attributes**.

1. Select the predefined attribute you want to apply to filtering criteria. For example, the previous images shows Business-unit-name as the **Attribute name**.

1. If the selected predefined attribute has established values, they are listed under **Attribute value(s)** as a multi-selection choice. For example, the previous image shows Accounts, Billing, Customer Support, and Marketing as options.

1. Choose **Apply**.