Amazon Connect Cases metrics - Amazon Connect
Average case resolution timeAverage contacts per caseCases createdCases reopenedCases resolvedCases resolved on first contactCurrent cases

Amazon Connect Cases metrics

The following case driven metrics are available on the Historical metrics reports. For instructions about how add these metrics to your report, see How to create a historical metrics report.

Average case resolution time

The average amount of time spent to resolve a case during the provided time interval.

In the GetMetricDataV2 API, this metric can be retrieved by using AVG_CASE_RESOLUTION_TIME.

Type: String (hh:mm:ss)

Category: Case driven metric

Average contacts per case

The average number of contacts (calls, chat, and tasks) for cases created during the provided time interval.

In the GetMetricDataV2 API, this metric can be retrieved by using AVG_CASE_RELATED_CONTACTS.

Type: String

Category: Case driven metric

Cases created

The count of all cases created.

In the GetMetricDataV2 API, this metric can be retrieved by using CASES_CREATED.

Type: Integer

Category: Case driven metric

Cases reopened

The number of times cases have been reopened.

In the GetMetricDataV2 API, this metric can be retrieved by using REOPENED_CASE_ACTIONS.

Type: Integer

Category: Case driven metric

Cases resolved

The number of times cases have been resolved.

In the GetMetricDataV2 API, this metric can be retrieved by using RESOLVED_CASE_ACTIONS.

Type: Integer

Category: Case driven metric

Cases resolved on first contact

The percent of cases that were resolved on the first contact (only including calls or chats). Cases that have been reopened and subsequently closed in the specified interval will contribute to this metric. If cases are reopened but not closed in the specified interval it will not contribute to this metric.

In the GetMetricDataV2 API, this metric can be retrieved by using PERCENT_CASES_FIRST_CONTACT_RESOLVED.

Type: String

Min value: 0.00%

Max value: 100.00%

Category: Case driven metric

Current cases

The total count of cases existing in a given domain.

Tip

We recommend limiting the queried time window to 5 minutes. Otherwise the returned data may be inaccurate.

In the GetMetricDataV2 API, this metric can be retrieved by using CURRENT_CASES.

Type: Integer

Category: Case driven metric