Amazon Connect error messages

This section describes the error messages you can receive while working on the ACD Configuration page for Amazon Connect and how you can resolve them.

Folder (<path to report folder>) is empty or does not exist in bucket (<name of S3 bucket>)

Cause

This error message indicates that there is a problem with one of the three paths that you have entered in the Historical Data Capture section:

  • The path does not lead to any folder in the S3 bucket.
  • The folder that the path leads to does not contain any reports.

Solution

Do one of the following:

  • Verify that the path to the folder excludes the S3 bucket prefix and leads to the folder where Amazon Connect stores the exported report.

    This path usually contains four prefixes: <name of Amazon service>/<name of Amazon Connect instance>/<name of folder for all exported reports>/<name of folder for specific report>

    EXAMPLE   connect/AcmeCo/Reports/ServiceHistorical

  • Verify that you have enabled exported reports in the AWS management console. Reports will not be exported unless this option is enabled.
  • Verify that the exported reports are stored in the S3 bucket that Calabrio ONE is authorized to access.
  • Verify that you have scheduled the report for delivery in the Amazon Connect instance.

Failed to validate (<path to CSV report file>). Missing column (<missing metric name>) in Call Statistics Report

Cause

One of the three custom Amazon Connect reports for historical data capture does not contain a metric that Calabrio ONE requires.

Solution

  1. In the Amazon Connect instance, navigate to Metrics and Quality > Saved Reports > Historical Metrics.
  2. Select the report identified by the <path to CSV report file> variable.
  3. Click the Settings icon in the upper-right-hand corner.
  4. Select the Metrics tab.
  5. Select the metric identified by the <missing metric name> variable.
  6. Click Apply.
  7. Click Save.