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&rsquo;re not careful about how you aggregate them. &#xA; The Problem &#xA; Our contact volume reports were consistently showing ~15% higher numbers than what our outsource partner was reporting. The discrepancy was…