# 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**
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## Permissions needed to search for in-progress contacts
](#permissions-inprogress)
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## Contact states supported by Contact search
](#contactstates-inprogress)
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## How to search for in-progress contacts
](#howto-search-inprogress)
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## Filter contacts by using timestamp types
](#filter-by-timestamp)
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## View in progress contacts
](#view-inprogress-contacts)
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## 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)