SoftPhone/Telemetry Reports & Metrics

[electronicalias]

More of a request for guidance/feature than a bug.

I cannot find anywhere else to get this data, I assume it's logged to the web browser here, however we're collecting the agent logs. We use virtual agents based on Amazon Connect, so we're automating the entire process. We upload all of the logs to S3 and we want to be able to process a couple of things after. Some things of note:

1. I'm particularly interested in SoftphoneMetrics, TelemetryCallReport, SoftphoneReport which are all located in the text field of the entry in agent logs.
2. Creating regex and other means to extract this information is tedious, especially when the string for text contains an array or just a string.
3. A ContactId would be really useuful, as these appear to relate to calls, successful or not and looking at the streams code wouldn't be impossible
4. using the objects field in the agent-logs to store the report and ContactId may help when processing
5. standardise the format of the string and incorporate all of the records inside an array [] rather than some with, and some without.

Now imagine I we10000 logs for just a single job and I want to find out what the average time between the start of the call and the actual connection, I need to be able to get the records with regex using something like AWS Glue, re-process them and standardise the structure of the text field, process them and then finally average any values I'm interested in.

It's not a great output because we're having to use higher level id's to consolidate the data, instead of being able to get as granular as contact_id, which in some cases we need.