TIL: Amazon Connect CTR Segments Can Double-Count

While investigating a data reconciliation issue between Amazon Connect and our WFM system, I discovered that CTR (Contact Trace Record) segments can result in double-counting if you’re not careful about how you aggregate them.

The Problem

Our contact volume reports were consistently showing ~15% higher numbers than what our outsource partner was reporting. The discrepancy was large enough to affect capacity planning and cost reconciliation.

The Root Cause

Each Connect contact can generate multiple CTR segments — one for each leg of the contact (queue, agent, transfer, etc.). If you’re counting contacts by counting CTR records, you’ll over-count any contact that was transferred or had multiple segments.

The Fix

Filter your aggregation to only count the CONNECTED_TO_AGENT segment type, or deduplicate by the root contactId rather than counting individual segment records.

SELECT COUNT(DISTINCT contact_id) as actual_contacts
FROM ctr_records
WHERE segment_type = 'CONNECTED_TO_AGENT'
AND date = '2026-03-01'

A simple fix once you know, but it took a surprising amount of investigation to pin down.