Historical metrics definitions - Amazon Connect

Historical metrics definitions

The following metrics are available to include in historical metrics reports in Amazon Connect.

Tip

Developers can use the GetMetricData API to get a subset of the following historical metrics from the specified Amazon Connect instance.

After contact work time

The total time that an agent spent doing ACW for a contact.

You specify the amount of time an agent has to do ACW in their agent configuration settings. When a conversation with a contact ends, the agent is automatically allocated to do ACW for the contact. They stop doing ACW for a contact when they indicate they are ready for another contact in the CCP.

  • Type: String (hh:mm:ss)

  • Category: CTR-driven metric

Agent answer rate

Percentage of contacts routed to an agent that were answered.

  • Type: String

  • Min value: 0.00%

  • Max value: 100.00%

  • Category: Agent activity-driven metric

Agent first name

The first name of the agent, as entered in their Amazon Connect user account. This metric is available only when grouping by agent.

  • Type: String

  • Length: 1-255

Agent first name

The first name of the agent, as entered in their Amazon Connect user account. This metric is available only when grouping by agent.

  • Type: String

  • Length: 1-255

Agent idle time

After the agent sets their status in the CCP to Available, this is the amount of time they weren't handling contacts + any time their contacts were in an Error state.

Agent idle time doesn’t include the amount of time from when Amazon Connect starts routing the contact to the agent, to when agent picks up or declines the contact.

  • Type: String (hh:mm:ss)

  • Category: Agent activity-driven metric

Agent interaction and hold time

Sum of Agent interaction time and Customer hold time.

  • Type: String (hh:mm:ss)

  • Category: CTR-driven metric

Agent interaction time

Total time that agents spent interacting with customers on a contact. This does not include Customer Hold Time or After Contact Work Time.

  • Type: String (hh:mm:ss)

  • Category: CTR-driven metric

Agent last name

The last name of the agent, as entered in their Amazon Connect user account. This metric is available only when grouping by agent.

  • Type: String

  • Length: 1-255

Agent name

The name of the agent, displayed as follows: Agent last name, Agent first name. This metric is available only when grouping by agent.

Agent non-response

Count of contacts routed to an agent but not answered by that agent, including contacts abandoned by the customer.

If a contact is not answered by a given agent, we attempt to route it to another agent to handle; the contact is not dropped. Because a single contact can be missed multiple times (including by the same agent), it can be counted multiple times: once for each time it is routed to an agent but not answered.

This metric appears as Contacts missed in scheduled reports and exported CSV files.

  • Type: Integer

  • Category: Agent activity-driven metric

Agent on contact time

Total time that an agent spent on a contact, including Customer Hold Time and After Contact Work Time. This does not include time spent on a contact while in a custom status.

Tip

If you want to include the time spent in a custom status, see Contact handle time.

  • Type: String (hh:mm:ss)

  • Category: Agent activity-driven metric

API contacts

Count of contacts that were initiated using an Amazon Connect API operation, such as StartOutboundVoiceContact. This includes contacts that were not handled by an agent.

  • Type: Integer

  • Category: CTR-driven metric

API contacts handled

Count of contacts that were initiated using an Amazon Connect API operation, such as StartOutboundVoiceContact, and handled by an agent.

  • Type: Integer

  • Category: CTR-driven metric

Average after contact work time

Average amount of time that an agent spent doing After Contact Work (ACW) for contacts. This is calculated by averaging AfterContactWorkDuration (from the CTR) for all contacts included in the report, based on the selected filters.

  • Type: String (hh:mm:ss)

  • Category: CTR-driven metric

Average agent interaction and customer hold time

Average of the sum of the agent interaction and customer hold time. This is calculated by averaging the sum of the following values from the CTR: AgentInteractionDuration and CustomerHoldDuration.

  • Type: String (hh:mm:ss)

  • Category: CTR-driven metric

Average agent interaction time

Average time that agents interacted with customers during contacts.

  • Type: String (hh:mm:ss)

  • Category: CTR-driven metric

Average customer hold time

Average time that customers spent on hold while connected to an agent. This is calculated by averaging CustomerHoldDuration (from the CTR).

  • Type: String (hh:mm:ss)

  • Category: CTR-driven metric

Average handle time

The average time, from start to finish, that a contact was connected with an agent (average handled time). It includes talk time, hold time, and After Contact Work (ACW) time.

AHT is calculated by averaging the amount of time between the contact being answered by an agent and the conversation ending.

  • Type: String (hh:mm:ss)

  • Category: CTR-driven metric

Average outbound after contact work time

Average time that agents spent doing After Contact Work (ACW) for an outbound contact.

  • Type: String (hh:mm:ss)

  • Category: CTR-driven metric

Average outbound agent interaction time

Average time that agents spent interacting with a customer during an outbound contact.

  • Type: String (hh:mm:ss)

  • Category: CTR-driven metric

Average queue abandon time

Average time that contacts waited in the queue before being abandoned. This is calculated by averaging the difference between EnqueueTimestamp and DequeueTimestamp (from the CTR) for abandoned contacts.

A contact is considered abandoned if it was removed from a queue but not answered by an agent or queued for callback.

  • Type: String (hh:mm:ss)

  • Category: CTR-driven metric

Average queue answer time

Average time that contacts waited in the queue before being answered by an agent. This is the average of Duration (from the CTR).

  • Type: String (hh:mm:ss)

  • Category: CTR-driven metric

Callback contacts

Count of contacts that were initiated from a queued callback.

  • Type: Integer

  • Category: CTR-driven metric

Callback contacts handled

Count of contacts that were initiated from a queued callback and handled by an agent.

  • Type: Integer

  • Category: CTR-driven metric

Contact flow time

Total time a contact spent in a contact flow.

Outbound contacts don't start in a contact flow, so outbound contacts aren't included.

  • Type: String (hh:mm:ss)

  • Category: CTR-driven metric

Contact handle time

Total time that an agent spent on contacts, including Customer Hold Time and After contact work time. This includes any time spent on contacts while in a custom status.

Tip

If you want to exclude the amount of time spent in a custom status, see Agent on contact time.

  • Type: String (hh:mm:ss)

  • Category: CTR-driven metric

Contact abandoned

Count of contacts disconnected by the customer while in the queue. Contacts queued for callback are not counted as abandoned. When you create customized historical reports, to include this metric, on the Groupings tab choose either Queue or Phone Number.

  • Type: Integer

  • Category: CTR-driven metric

Contacts abandoned in X seconds

Count of contacts disconnected by the customer while in the queue for 0 to X seconds. The possible values for X are: 15, 20, 25, 30, 45, 60, 90, 120, 180, 240, 300, and 600.

  • Type: Integer

  • Category: CTR-driven metric

Contacts agent hung up first

Count of contacts disconnected where the agent disconnected before the customer.

  • Type: Integer

  • Category: CTR-driven metric

Contacts answered in X seconds

Count of contacts that were answered by an agent between 0 and X seconds of being placed in the queue, based on the value of EnqueueTimestamp. The possible values for X are: 15, 20, 25, 30, 45, 60, 90, 120, 180, 240, 300, and 600.

  • Type: Integer

  • Category: CTR-driven metric

Contacts consulted

Count of contacts handled by an agent who consulted with another agent in Amazon Connect. The agent interacts with the other agent, but the customer is not transferred to the other agent.

  • Type: Integer

  • Category: CTR-driven metric

Contacts handled

Count of contacts that were connected to an agent.

It doesn’t matter how the contact got to the agent. It could be a customer calling your contact center, or an agent calling the customer. It could be a contact transferred from one agent to another. It could be a contact where the agent answered it, but then they weren’t sure what to do and they transferred the contact away again. As long as the agent was connected to the contact, it increments Contacts handled.

  • Type: Integer

  • Category: CTR-driven metric

Contacts handled incoming

Count of incoming contacts that were handled by an agent, including inbound contacts and transferred contacts.

  • Type: Integer

  • Category: CTR-driven metric

Contacts handled outbound

Count of outbound contacts that were handled by an agent. This includes contacts that were initiated by an agent using the CCP.

  • Type: Integer

  • Category: CTR-driven metric

Contacts hold agent disconnect

Count of contacts that were disconnected by the agent while the customer was on hold.

  • Type: Integer

  • Category: CTR-driven metric

Contacts hold customer disconnect

Count of contacts that were disconnected by the customer while the customer was on hold.

  • Type: Integer

  • Category: CTR-driven metric

Contacts hold disconnect

Count of contacts disconnected while the customer was on hold. This includes both contacts disconnected by the agent and contacts disconnected by the customer.

  • Type: Integer

  • Category: CTR-driven metric

Contacts incoming

Count of incoming contacts, including inbound contacts and transferred contacts.

  • Type: Integer

  • Category: CTR-driven metric

Contacts missed

Count of contacts routed to an agent but not answered by the agent, including contacts abandoned by the customer. A contact can be counted as missed multiple times, once for each time it is routed to an agent but not answered.

When you add this to a historical metrics report, it appears under the column named Agent non-response.

  • Type: Integer

  • Category: Agent activity-driven metric

Contacts put on hold

Count of contacts put on hold by an agent one or more times.

  • Type: Integer

  • Category: CTR-driven metric

Contacts queued

Count of contacts placed in the queue.

  • Type: Integer

  • Category: CTR-driven metric

Contacts transferred in

Count of contacts transferred to the queue by an agent using the CCP.

  • Type: Integer

  • Category: CTR-driven metric

Contacts transferred in from queue

Count of contacts transferred to the queue from another in a Transfer to queue contact flow.

  • Type: Integer

  • Category: CTR-driven metric

Contacts transferred out

Count of contacts transferred from the queue after being answered by an agent.

  • Type: Integer

  • Category: CTR-driven metric

Contacts transferred out external

Count of contacts that an agent transferred from the queue to an external source, such as a phone number other than the phone number for your contact center.

  • Type: Integer

  • Category: CTR-driven metric

Contacts transferred out queue

Count of contacts transferred from the queue to another queue in a Transfer to queue contact flow.

  • Type: Integer

  • Category: CTR-driven metric

Contacts transferred out internal

Count of contacts for the queue that an agent transferred to an internal source, such as a queue or another agent. An internal source is any source that can be added as a Quick Connect.

  • Type: Integer

  • Category: CTR-driven metric

Customer hold time

Total time that customers spent on hold after being connected to an agent. This includes time spent on a hold when being transferred, but does not include time spent in a queue.

  • Type: String (hh:mm:ss)

  • Category: CTR-driven metric

Error status time

For a specific agent, the total time contacts were in an error status. This metric can't be grouped or filtered by queue.

  • Type: String (hh:mm:ss)

  • Category: Agent activity-driven metric

Maximum queued time

The longest time that a contact spent waiting in the queue. This includes all contacts added to the queue, even if they were not connected with an agent, such as abandoned contacts.

  • Type: String (hh:mm:ss)

  • Category: CTR-driven metric

Non-Productive Time

Total time that agents spent in a custom status. That is, their CCP status is other than Available or Offline.

This metric doesn't mean that the agent was spending their time unproductively.

Tip

Agents can handle contacts while their CCP status is set to a custom status. For example, agents can be On contact or doing ACW while their CCP is set to a custom status. This means it's possible for agents to be counted as On contact and NPT at the same time.

This metric can't be grouped or filtered by queue.

  • Type: String (hh:mm:ss)

  • Category: Agent activity-driven metric

Occupancy

Percentage of time that agents were active on contacts. This percentage is calculated as follows:

(Agent on contact (wall clock time) / (Agent on contact (wall clock time) + Agent idle time))

Important

Occupancy doesn't account for concurrency. That is, an agent is considered 100% occupied for a given interval if they are handling at least one contact for that entire duration.

  • Type: String

  • Min value: 0.00%

  • Max value: 100.00%

  • Category: Agent activity-driven metric

Online time

Total time that an agent spent with their CCP set to a status other than Offline. This includes any time spent in a custom status. This metric can't be grouped or filtered by queue.

  • Type: String

  • Category: Agent activity-driven metric

Service level X seconds

Percentage of contacts removed from the queue between 0 and X seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a call back. The possible values for X are: 15, 20, 25, 30, 45, 60, 90, 120, 180, 240, 300, and 600. This percentage is calculated as follows:

(Contacts removed from queue in X seconds / Contacts queued) * 100

  • Type: String

  • Min value: 0.00%

  • Max value: 100.00%

  • Category: CTR-driven metric