Historical metrics definitions - Amazon Connect
Abandonment rateAdherenceAdherent timeAfter contact work timeAgent answer rateAgent API connecting timeAgent callback connecting timeAgent first nameAgent idle timeAgent incoming connecting timeAgent interaction and hold timeAgent interaction timeAgent last nameAgent nameAgent non-responseAgent non-response without customer abandonsAgent on contact timeAgent outbound connecting timeAgent talk time percentAPI contactsAPI contacts handledAverage active timeAverage agent pause timeAverage after contact work timeAverage agent API connecting timeAverage agent callback connecting timeAverage agent greeting timeAverage agent incoming connecting timeAverage agent interaction and customer hold timeAverage agent interaction timeAverage agent interruptionsAverage agent interruption timeAverage agent outbound connecting timeAverage agent talk timeAverage case resolution timeAverage contact durationAverage contacts per caseAverage conversation durationAverage customer hold timeAverage customer hold time all contactsAverage customer talk timeAverage flow timeAverage handle timeAverage holdsAverage non-talk timeAverage outbound after contact work timeAverage outbound agent interaction timeAverage queue abandon timeAverage queue answer timeAverage resolution timeAverage talk timeCallback attemptsCallback contactsCallback contacts handledCases createdCases reopenedCases resolvedCases resolved on first contactContact abandonedContact disconnectedContact flow timeContact handle timeContacts abandoned in X secondsContacts agent hung up firstContacts answered in X secondsContacts createdContacts consultedContacts handledContacts handled (connected to the agent timestamp)Contacts handled incomingContacts handled outboundContacts hold agent disconnectContacts hold customer disconnectContacts hold disconnectContacts incomingContacts put on holdContacts queuedContacts queued (enqueue timestamp)Contacts resolved in XContacts transferred inContacts transferred in by agentContacts transferred in from queueContacts transferred outContacts transferred out by agentContacts transferred out externalContacts transferred out internalContacts transferred out queueCurrent casesCustomer hold timeCustomer talk time percentError status timeFlows outcomeFlows outcome percentageFlows startedMaximum flow timeMaximum queued timeMinimum flow timeNon-adherent timeNon-Productive TimeNon-talk time percentOccupancyOnline timeScheduled timeService level XTalk time percent

Historical metrics definitions

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

Developers can use the GetMetricDataV2 and GetMetricData APIs to get a subset of the following historical metrics from the specified Amazon Connect instance.

Tip

We recommend using the GetMetricDataV2 API. It provides more flexibility, features, and the ability to query longer time ranges than GetMetricData. Use it to retrieve historical agent and contact metrics for the last 3 months, at varying intervals. You can also use it to build custom dashboards to measure historical queue and agent performance. For example, you can track the number of incoming contacts for the last 7 days, with data split by day, to see how contact volume changed per day of the week.

Abandonment rate

The percent of contacts that were disconnected without being connected to an agent. Contacts queued for callback are not counted as abandoned.

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

Type: String (hh:mm:ss)

Min value: 0.00%

Max value: 100.00%

Category: contact record-driven metric

Adherence

This metric is available only in AWS Regions where Forecasting, capacity planning, and scheduling is available.

The percentage of time that an agent correctly follows their schedule. This is measured by tracking if an agent is in an Available agent status when they should be in productive state. This percentage is calculated as follows:

Adherence % = ((Total Adherent Minutes)/ Total Scheduled Adherence Minutes)

An agent is considered adherent if the agent is in an Available status, when the shift activity is Productive, or if the agent is in Non-Productive status (for example, a custom status), when the shift activity is Non-Productive. Otherwise the agent is considered non-adherent. This means that if a shift activity is named Lunch but marked as productive, the agent is considered adherent if they are in the Available agent status.

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

Type: String

Min value: 0.00%

Max value: 100.00%

Category: Agent activity-driven metric

Note

Any time you change the schedule, Schedule Adherence is re-calculated up to 30 days in the past from the current date (not the date of the schedule), if schedules are changed.

Adherent time

This metric is available only in AWS Regions where Forecasting, capacity planning, and scheduling is available.

The total time an agent was in an Available status when their shift activity is productive or was is in non-productive status when the shift activity is non-productive.

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

Type: String

Category: Agent activity-driven metric

After contact work time

The total time that an agent spent doing ACW for a contact. In some businesses, also known as Call Wrap Up time.

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.

In the GetMetricData API, this metric can be retrieved by using AFTER_CONTACT_WORK_TIME.

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

Type: String (hh:mm:ss)

Category: contact record-driven metric

Agent answer rate

Percentage of contacts routed to an agent that were answered.

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

Type: String

Min value: 0.00%

Max value: 100.00%

Category: Agent activity-driven metric

Agent API connecting time

The total time between when a contact is initiated using an Amazon Connect API, and the agent is connected.

In the GetMetricDataV2 API, this metric can be retrieved by using SUM_CONNECTING_TIME_AGENT with a MetricFilters parameter set as follows:

  • MetricFilterKey = INITIATION_METHOD

  • MetricFilterValues = API

Type: String (hh:mm:ss)

Category: Agent activity-driven metric

Agent callback connecting time

The total time between when a callback contact is initiated by Amazon Connect reserving the agent for the contact, and the agent is connected.

In the GetMetricDataV2 API, this metric can be retrieved by using SUM_CONNECTING_TIME_AGENT with a MetricFilters parameter set as follows:

  • MetricFilterKey = INITIATION_METHOD

  • MetricFilterValues = API

Type: String (hh:mm:ss)

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 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.

Note

This metric can't be grouped or filtered by queue. For example, when you create a historical metrics report and filter by one or more queues, Agent idle time is not displayed.

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

Type: String (hh:mm:ss)

Category: Agent activity-driven metric

Agent incoming connecting time

The total time between when a contact is initiated by Amazon Connect reserving the agent for the contact, and the agent is connected.

In the agent event stream, this is the duration between the contact state of STATE_CHANGE event changes from CONNECTING to CONNECTED/MISSED/ ERROR.

In the GetMetricDataV2 API, this metric can be retrieved by using SUM_CONNECTING_TIME_AGENT with a MetricFilters parameter set as follows:

  • MetricFilterKey = INITIATION_METHOD

  • MetricFilterValues = API

Type: String (hh:mm:ss)

Category: Agent activity-driven metric

Agent interaction and hold time

Sum of Agent interaction time and Customer hold time.

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

Type: String (hh:mm:ss)

Category: contact record-driven metric

Agent interaction time

Total time that agents spent interacting with customers on inbound and outbound contacts. This does not include Customer Hold Time, After Contact Work Time, or agent pause duration (which applies only to tasks).

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

Type: String (hh:mm:ss)

Category: contact record-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

The 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.

In the GetMetricData API, this metric can be retrieved by using CONTACTS_MISSED.

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

Type: Integer

Category: Agent activity-driven metric

Agent non-response without customer abandons

The count of contacts routed to an agent but not answered by that agent, excluding contacts abandoned by the customer.

If a contact is not answered by a given agent, Amazon Connect attempts 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.

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

Data for this metric is available starting from October 1, 2023 0:00:00 GMT.

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 or Offline status. (Custom status = the agent's CCP status is other than Available or Offline. For example, Training would be a custom status.)

Tip

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

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

Type: String (hh:mm:ss)

Category: Agent activity-driven metric

Agent outbound connecting time

Total time between when an outbound contact is initiated by Amazon Connect reserving the agent for the contact, and the agent is connected.

In the GetMetricDataV2 API, this metric can be retrieved by using SUM_CONNECTING_TIME_AGENT with a MetricFilters parameter set as follows:

  • MetricFilterKey = INITIATION_METHOD

  • MetricFilterValues = API

Type: String (hh:mm:ss)

Category: Agent activity-driven metric

Agent talk time percent

The talk time by an agent in a voice conversation as a percent of the total conversation duration. To calculate this metric, Amazon Connect totals all the intervals in which an agent was engaged in conversation (talk time agent), and then divides this total by the total conversation duration.

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

Note

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

  • Type: Percent

  • Category: Contact Lens driven metric

API contacts

The 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: contact record-driven metric

API contacts handled

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

In the GetMetricData API, this metric can be retrieved by using API_CONTACTS_HANDLED.

In the GetMetricDataV2 API, this metric can be retrieved by using CONTACTS_HANDLED with a MetricFilters parameter set as follows:

  • MetricFilterKey = INITIATION_METHOD

  • MetricFilterValues = API

Type: Integer

Category: contact record-driven metric

Average active time

The average time, from start to finish, that an agent was working on a contact (average active time). It includes talk time, hold time, and After Contact Work (ACW) time. It applies to both inbound and outbound calls.

Average Active Time does not include any time spent in a custom status; Contact handle time (CHT) does include it.

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

Type: String (hh:mm:ss)

Category: contact record-driven metric

Average agent pause time

Average time that contact got paused after being connected to agent during inbound and outbound contacts.

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

Type: String (hh:mm:ss)

Category: contact record-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 contact record) for all contacts included in the report, based on the selected filters.

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

Type: String (hh:mm:ss)

Category: contact record-driven metric

Average agent API connecting time

The average time between when a contact is initiated using an Amazon Connect API, and the agent is connected.

In the GetMetricDataV2 API, this metric can be retrieved by using AVG_AGENT_CONNECTING_TIME with a MetricFilters parameter set as follows:

  • MetricFilterKey = INITIATION_METHOD

  • MetricFilterValues = API

Type: String (hh:mm:ss)

Category: Agent activity-driven metric

Average agent callback connecting time

The average time between when a callback contact is initiated by Amazon Connect reserving the agent for the contact, and the agent is connected.

In the GetMetricDataV2 API, this metric can be retrieved by using AVG_AGENT_CONNECTING_TIME with a MetricFilters parameter set as follows:

  • MetricFilterKey = INITIATION_METHOD

  • MetricFilterValues = CALLBACK

Type: String (hh:mm:ss)

Category: Agent activity-driven metric

Average agent greeting time

This metric represents the average first response time of agents on chat, indicating how quickly they engage with customers after joining the chat. It is calculated by dividing the total time it takes for an agent to initiate their first response by the number of chat contacts.

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

Note

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

Type: String (hh:mm:ss)

Category: Contact Lens driven metric

Average agent incoming connecting time

The average time between when contact is initiated by Amazon Connect reserving the agent for the contact, and the agent is connected. This is the ring time for configurations where the agent is not set to auto-answer.

No equivalent to this metric is available in the GetMetricData API.

In the GetMetricDataV2 API, this metric can be retrieved by using AVG_AGENT_CONNECTING_TIME with a MetricFilters parameter set as follows:

  • MetricFilterKey = INITIATION_METHOD

  • MetricFilterValues = INBOUND

Type: String (hh:mm:ss)

Category: Agent activity-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 contact record: AgentInteractionDuration and CustomerHoldDuration.

In the GetMetricData API, this metric can be retrieved by using INTERACTION_AND_HOLD_TIME.

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

Type: String (hh:mm:ss)

Category: contact record-driven metric

Average agent interaction time

Average time that agents interacted with customers during inbound and outbound contacts. This does not include Customer Hold Time or After Contact Work Time.

In the GetMetricData API, this metric can be retrieved by using INTERACTION_TIME.

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

Type: String (hh:mm:ss)

Category: contact record-driven metric

Average agent interruptions

This metric quantifies the average frequency of agent interruptions during customer interactions by dividing the total number of agent interruptions by the total number of contacts.

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

Note

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

Type: String (hh:mm:ss)

Category: Contact Lens driven metric

Average agent interruption time

Average of total agent interruption time while talking to a contact. Calculating the average duration of agent interruptions during contact conversations involves summing the interruption intervals within each conversation and dividing the total by the number of conversations that experienced at least one interruption.

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

Note

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

Type: String (hh:mm:ss)

Category: Contact Lens driven metric

Average agent outbound connecting time

The average time between when an outbound contact is initiated by Amazon Connect reserving the agent for the contact, and the agent is connected.

In the GetMetricDataV2 API, this metric can be retrieved by using AVG_AGENT_CONNECTING_TIME with a MetricFilters parameter set as follows:

  • MetricFilterKey = INITIATION_METHOD

  • MetricFilterValues = OUTBOUND

Type: String (hh:mm:ss)

Category: Agent activity-driven metric

Average agent talk time

Average time that was spent talking in a conversation by an agent. This is calculated by summing up the durations of all intervals during which the agent was speaking and then dividing that sum by the total number of contacts.

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

Note

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

Type: String (hh:mm:ss)

Category: Contact Lens driven metric

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 contact duration

The average duration of a contact is calculated by taking the difference between their initiation time and their disconnect time (from the contact record) and dividing it by the total number of contacts. This metric reflects the average amount of time a contact spends from the moment they initiate the interaction to when they disconnect.

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

Type: String (hh:mm:ss)

Category: Contact record-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

Average conversation duration

The average conversation duration of voice contacts with agents is determined by calculating the total time from the start of the conversation until the last word spoken by either the agent or the customer. This value is then divided by the total number of contacts to provide an average representation of the conversation time spent on the call.

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

Note

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

Type: String (hh:mm:ss)

Category: Contact Lens 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 contact record).

In the GetMetricData API, this metric can be retrieved by using HOLD_TIME.

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

This average only includes contacts that went on hold.

Type: String (hh:mm:ss)

Category: contact record-driven metric

This metric doesn't apply to tasks so you'll notice a value of 0 on the report for them.

Average customer hold time all contacts

Average hold time for all contacts handled by an agent. The calculation includes contacts that were never put on hold.

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

Type: String (hh:mm:ss)

Category: contact record-driven metric

Average customer talk time

Average time that was spent talking in a conversation by a customer. This is calculated by summing up the durations of all intervals during which the customer was speaking and then dividing that sum by the total number of contacts.

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

Note

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

Type: String (hh:mm:ss)

Category: Contact Lens driven metric

Average flow time

The average duration of flow for the specified start time and end time.

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

Data for this metric is available starting from April 22, 2024 0:00:00 GMT.

Type: String (hh:mm:ss)

Category: Flow 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, After Contact Work (ACW) time, custom status time, and agent pause duration (which applies only to tasks).

AHT is calculated by averaging the amount of time between the contact being answered by an agent and the conversation ending. It applies to both inbound and outbound calls.

In the GetMetricData API, this metric can be retrieved by using HANDLE_TIME.

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

Type: String (hh:mm:ss)

Category: contact record-driven metric

Average holds

This metric determines the average number of times a voice contact was put on hold while interacting with an agent. It is calculated by dividing the total number of holds by the total number of contacts, providing an average representation of the number of holds experienced per contact.

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

Type: String (hh:mm:ss)

Category: contact record-driven metric

Average non-talk time

Average of total non-talk time in a voice conversation. Non-talk time refers to the combined duration of hold time and periods of silence exceeding 3 seconds, during which neither the agent nor the customer is engaged in conversation. To calculate non-talk time, we add up all the intervals in which both participants remained silent and then divide this total by the number of contacts.

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

Note

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

Type: String (hh:mm:ss)

Category: Contact Lens driven metric

Average outbound after contact work time

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

In the GetMetricDataV2 API, this metric can be retrieved by using AVG_AFTER_CONTACT_WORK_TIME with a MetricFilters parameter set as follows:

  • MetricFilterKey = INITIATION_METHOD

  • MetricFilterValues = OUTBOUND

Type: String (hh:mm:ss)

Category: contact record-driven metric

Average outbound agent interaction time

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

In the GetMetricDataV2 API, this metric can be retrieved by using AVG_INTERACTION_TIME with a MetricFilters parameter set as follows:

  • MetricFilterKey = INITIATION_METHOD

  • MetricFilterValues = OUTBOUND

Type: String (hh:mm:ss)

Category: contact record-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 contact record) 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.

In the GetMetricData API, this metric can be retrieved by using ABANDON_TIME.

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

Type: String (hh:mm:ss)

Category: contact record-driven metric

Average queue answer time

Average time that contacts waited in the queue before being answered by an agent. In some businesses, this is also known as average speed of answer (ASA).

Average queue answer time also includes the time during the agent whisper, because the contact remains in queue until the agent whisper is completed.

This is the average of Duration (from the contact record).

In the GetMetricData API, this metric can be retrieved by using QUEUE_ANSWER_TIME.

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

Type: String (hh:mm:ss)

Category: contact record-driven metric

Average resolution time

The average time, beginning from the time a contact was initiated to the time it resolved. The resolution time for a contact is defined as: beginning from InitiationTimestamp, and ending at AfterContactWorkEndTimestamp or DisconnectTimestamp, whichever one is later.

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

Type: String (hh:mm:ss)

Category: contact record-driven metric

Average talk time

Average time that was spent talking during a voice contact across either the customer or the agent. This is calculated by summing up all the intervals in which either an agent, a customer, or both were engaged in conversation, and then dividing it by the total number of contacts.

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

Note

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

Type: String (hh:mm:ss)

Category: Contact Lens driven metric

Callback attempts

The number of contacts where a callback was attempted, but the customer did not pick up.

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

Type: Integer

Category: contact record-driven metric

Callback contacts

The count of contacts that were initiated from a queued callback.

  • Type: Integer

  • Category: contact record-driven metric

Callback contacts handled

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

In the GetMetricData API, this metric can be retrieved by using CALLBACK_CONTACTS_HANDLED.

In the GetMetricDataV2 API, this metric can be retrieved by using CONTACTS_HANDLED with a MetricFilters parameter set as follows:

  • MetricFilterKey = INITIATION_METHOD

  • MetricFilterValues = CALLBACK

Type: Integer

Category: contact record-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

Contact abandoned

The count of contacts disconnected without being connected to an agent. 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.

In the GetMetricData and GetMetricDataV2 APIs, this metric can be retrieved by using CONTACTS_ABANDONED.

  • Type: Integer

  • Category: contact record-driven metric

Contact disconnected

Sum of contacts disconnected in a queue. The metric can be filtered by Disconnect Reason.

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

  • Type: Integer

  • Category: contact record-driven metric

Contact flow time

Total time a contact spent in a flow.

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

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

  • Type: String (hh:mm:ss)

  • Category: contact record-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. (Custom status = the agent's CCP status is other than Available or Offline. For example, Training would be a custom status.)

Note

Contact handle time includes any time the agent was Offline and made an outbound call, even if the call was personal.

Tip

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

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

  • Type: String (hh:mm:ss)

  • Category: contact record-driven metric

Contacts abandoned in X seconds

The count of contacts disconnected without being connected to an agent for 0 to X seconds. The possible values for X are: 15, 20, 25, 30, 45, 60, 90, 120, 180, 240, 300, and 600.

In the GetMetricDataV2 API, this metric can be retrieved by using CONTACTS_ABANDONED_IN_X. The API enables you to create custom duration to get this metric. Choose from additional durations, such as minutes, hours, or days. The maximum duration for a custom value is 7 days. That's because in Amazon Connect you can't have a contact that goes longer than 7 days.

  • Type: Integer

  • Category: contact record-driven metric

Contacts agent hung up first

The count of contacts disconnected where the agent disconnected before the customer.

In the GetMetricData API, this metric can be retrieved by using CONTACTS_AGENT_HUNG_UP_FIRST.

In the GetMetricDataV2 API, this metric can be retrieved by using CONTACTS_HANDLED with a MetricFilters parameter set as follows:

  • MetricFilterKey = DISCONNECT_REASON

  • MetricFilterValues = AGENT_DISCONNECT

Type: Integer

Category: contact record-driven metric

Contacts answered in X seconds

The 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.

In the GetMetricDataV2 API, this metric can be retrieved by using CONTACTS_ANSWERED_IN_X. The API enables you to create custom duration to get this metric. Choose from additional durations, such as minutes, hours, or days. The maximum duration for a custom value is 7 days. That's because in Amazon Connect you can't have a contact that goes longer than 7 days.

  • Type: Integer

  • Category: contact record-driven metric

Contacts created

The count of contacts in a queue. The metric can be filtered by initiation methods.

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

  • Type: Integer

  • Category: contact record-driven metric

Contacts consulted

Deprecated May 2019. When used in a report, it returns a dash (-).

The 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.

In the GetMetricData API, this metric can be retrieved by using CONTACTS_CONSULTED.

  • Type: Integer

  • Category: contact record-driven metric

Contacts handled

The 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.

Tip

Contacts handled is a contact record-driven metric, meaning it gets incremented when a contact disconnects. If you want to see the count of contacts handled as soon as a contact is connected to an agent, see Contacts handled (connected to the agent timestamp).

In the GetMetricData and GetMetricDataV2 APIs, this metric can be retrieved by using CONTACTS_HANDLED.

Type: Integer

Category: contact record-driven metric

Contacts handled (connected to the agent timestamp)

The count of contacts that were connected to an agent, updated as soon as a contact is connected to an agent. Contacts handled is aggregated on the CONNECTED_TO_AGENT timestamp.

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

Data for this metric is available starting from January 12, 2024 0:00:00 GMT.

Type: Integer

Category: contact event-driven metric

Tip

Contact events are from a near real-time stream of contact (voice calls, chat, and task) events (for example, call is queued) in your Amazon Connect contact center. For more information, see Amazon Connect contact events. If you want to see the count of contacts handled when a contact disconnects, see Contacts handled.

Contacts handled incoming

The count of incoming contacts that were handled by an agent, including inbound contacts and transferred contacts. This includes contacts for all channels, such as voice, chat, tasks.

Note

Incoming new chats are not included in this metric. Only transferred chats (both agent transfers and queue transfers) are included.

In the GetMetricData API, this metric can be retrieved by using CONTACTS_HANDLED_INCOMING.

In the GetMetricDataV2 API, this metric can be retrieved by using CONTACTS_HANDLED with a MetricFilters parameter set as follows:

  • MetricFilterKey = INITIATION_METHOD

  • MetricFilterValues = INBOUND, TRANSFER, QUEUE_TRANSFER

Type: Integer

Category: contact record-driven metric

Contacts handled outbound

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

In the GetMetricData API, this metric can be retrieved by using CONTACTS_HANDLED_OUTBOUND.

In the GetMetricDataV2 API, this metric can be retrieved by using CONTACTS_HANDLED with a MetricFilters parameter set as follows:

  • MetricFilterKey = INITIATION_METHOD

  • MetricFilterValues = OUTBOUND

Type: Integer

Category: contact record-driven metric

Contacts hold agent disconnect

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

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

  • Type: Integer

  • Category: contact record-driven metric

Contacts hold customer disconnect

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

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

  • Type: Integer

  • Category: contact record-driven metric

Contacts hold disconnect

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

In the GetMetricData and GetMetricDataV2 APIs, this metric can be retrieved by using CONTACTS_HOLD_ABANDONS.

  • Type: Integer

  • Category: contact record-driven metric

Contacts incoming

The count of incoming contacts, including inbound contacts and transferred contacts.

  • Type: Integer

  • Category: contact record-driven metric

Contacts put on hold

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

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

  • Type: Integer

  • Category: contact record-driven metric

Contacts queued

The count of contacts placed in the queue.

Tip

Contacts queued is a contact record-driven metric, meaning it gets incremented when a contact disconnects. If you want to see the count of contacts queued as soon as a contact is enqueued, see Contacts queued (enqueue timestamp).

In the GetMetricData and GetMetricDataV2 APIs, this metric can be retrieved by using CONTACTS_QUEUED.

  • Type: Integer

  • Category: contact record-driven metric

Contacts queued (enqueue timestamp)

The count of contacts placed in the queue, updated as soon as a contact is enqueued. Contacts queued (enqueue timestamp) is aggregated on the ENQUEUE timestamp.

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

Data for this metric is available starting from January 12, 2024 0:00:00 GMT.

Type: Integer

Category: contact event-driven metric

Tip

Contact events are from a near real-time stream of contact (voice calls, chat, and task) events (for example, call is queued) in your Amazon Connect contact center. For more information, see Amazon Connect contact events. If you want to see the count of contacts queued when a contact disconnects, see Contacts queued.

Contacts resolved in X

The count of contacts that have a resolution duration between 0 and X seconds after being initiated based on InitiationTimestamp. The resolution time for a contact is defined as: beginning from InitiationTimestamp, and ending at AfterContactWorkEndTimestamp or DisconnectTimestamp, whichever one is later.

You can create custom duration to get this metric. Choose from additional durations, such as minutes, hours, or days. The maximum duration for a custom value is 7 days. That's because in Amazon Connect you can't have a contact that lasts longer than 7 days.

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

Type: Integer

Category: contact record-driven metric

Contacts transferred in

The count of contacts transferred in from queue to queue, and transferred in by an agent using the CCP.

In the GetMetricData API, this metric can be retrieved by using CONTACTS_TRANSFERRED_IN.

In the GetMetricDataV2 API, this metric can be retrieved by using CONTACTS_CREATED with a MetricFilters parameter set as follows:

  • MetricFilterKey = INITIATION_METHOD

  • MetricFilterValues = TRANSFER, QUEUE_TRANSFER

Type: Integer

Category: contact record-driven metric

Contacts transferred in by agent

The count of contacts transferred in by an agent using the CCP.

In the GetMetricData API, this metric can be retrieved by using CONTACTS_TRANSFERRED_IN_BY_AGENT.

In the GetMetricDataV2 API, this metric can be retrieved by using CONTACTS_CREATED with a MetricFilters parameter set as follows:

  • MetricFilterKey = INITIATION_METHOD

  • MetricFilterValues = TRANSFER

Type: Integer

Category: contact record-driven metric

Contacts transferred in from queue

The count of contacts transferred to the queue from another in a Transfer to queue flow.

In the GetMetricData API, this metric can be retrieved by using CONTACTS_TRANSFERRED_IN_FROM_Q.

In the GetMetricDataV2 API, this metric can be retrieved by using CONTACTS_CREATED with a MetricFilters parameter set as follows:

  • MetricFilterKey = INITIATION_METHOD

  • MetricFilterValues = QUEUE_TRANSFER

Type: Integer

Category: contact record-driven metric

Contacts transferred out

The count of contacts transferred out from queue to queue, and transferred out by an agent using the CCP.

In the GetMetricData and GetMetricDataV2 APIs, this metric can be retrieved by using CONTACTS_TRANSFERRED_OUT.

Tip
  • Contacts transferred out includes all transferred contacts, including contacts who were not connected to an agent before they were transferred out.

  • Contacts transferred out by an agent is limited to contacts who were connected to an agent before that agent transferred them out.

  • Type: Integer

  • Category: contact record-driven metric

Contacts transferred out by agent

The count of contacts transferred out by an agent using the CCP.

In the GetMetricData and GetMetricDataV2 APIs, this metric can be retrieved by using CONTACTS_TRANSFERRED_OUT_BY_AGENT.

Tip
  • Contacts transferred out includes all transferred contacts, including contacts who were not connected to an agent before they were transferred out.

  • Contacts transferred out by an agent is limited to contacts who were connected to an agent before that agent transferred them out.

  • Type: Integer

  • Category: contact record-driven metric

Contacts transferred out external

The 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.

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

  • Type: Integer

  • Category: contact record-driven metric

Contacts transferred out internal

The 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.

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

  • Type: Integer

  • Category: contact record-driven metric

Contacts transferred out queue

The count of contacts transferred from the queue to another queue in a Transfer to queue flow.

In the GetMetricData and GetMetricDataV2 APIs, this metric can be retrieved by using CONTACTS_TRANSFERRED_OUT_FROM_QUEUE.

  • Type: Integer

  • Category: contact record-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

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.

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

  • Type: String (hh:mm:ss)

  • Category: contact record-driven metric

Customer talk time percent

The talk time by a customer in a voice conversation as a percent of the total conversation duration. To calculate this metric, Amazon Connect totals all the intervals in which a customer was engaged in conversation, and then divides this total by the total conversation duration.

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

Note

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

  • Type: Percent

  • Category: Contact Lens 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.

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

  • Type: String (hh:mm:ss)

  • Category: Agent activity-driven metric

Flows outcome

This metric returns the count for following flow outcomes within the specified start time and end time. The outcomes are terminal blocks in a flow.

For a given start and end time this metric shows the count those flows where the start time is between the start and end interval specified and has end time. The end time of flow can be greater than end time specified in query interval. The metric does not show the count of flow that started before the start time and is in progress during the specified interval

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

Data for this metric is available starting from April 22, 2024 0:00:00 GMT.

Following are the system-defined flow outcomes:

  • DROPPED: When a contact drops from the flow before reaching terminal block.

  • DISCONNECTED_PARTICIPANT: When a contact reaches a Disconnect / hang up terminal block in a flow.

  • ENDED_FLOW_EXECUTION: When a contact reaches an End flow / Resume terminal block in a flow.

  • TRANSFERED_TO_AGENT: When a contact is transferred to an agent after running a Transfer to agent (beta) block.

  • TRANSFERED_TO_PHONE_NUMBER: When a contact is transferred to a phone number specified in a Transfer to phone number block.

  • TRANSFERED_TO_FLOW: When a contact is transferred to another flow specified in a Transfer to flow block.

  • TRANSFERED_TO_QUEUE: When a contact is transferred to agent queue by using a Transfer to queue block.

  • RETURNED_TO_FLOW: When a contact returns back to its original flow from a module.

Type: Integer

Category: Flow driven metric

Flows outcome percentage

This metric returns the percentage of the specified outcome type in the metric level filter. The count value of this metric can be obtained from the FLOWS_OUTCOME metric.

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

Data for this metric is available starting from April 22, 2024 0:00:00 GMT.

Type: Percent

Category: Flow driven metric

Flows started

The count of flows that started running within the specified start time and end time. For a given start and end time this metric shows the count of those flows where the start time is between the start and end interval specified.

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

Data for this metric is available starting from April 22, 2024 0:00:00 GMT.

Type: String (hh:mm:ss)

Category: Flow driven metric

Maximum flow time

This metric returns the maximum time the flow took to completed for the specified start time and end time.

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

Data for this metric is available starting from April 22, 2024 0:00:00 GMT.

Type: String (hh:mm:ss)

Category: Flow 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.

In the GetMetricData API, this metric can be retrieved by using QUEUED_TIME.

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

  • Type: String (hh:mm:ss)

  • Category: contact record-driven metric

Minimum flow time

This metric returns the minimum time a flow took to complete within the specified start time and end time.

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

Data for this metric is available starting from April 22, 2024 0:00:00 GMT.

Type: String (hh:mm:ss)

Category: Flow driven metric

Non-adherent time

This metric is available only in AWS Regions where Forecasting, capacity planning, and scheduling is available.

Total time an agent was not in an Available status when their shift activity is productive or not in a non-productive status when their shift activity is non-productive.

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

  • Type: String (hh:mm:ss)

  • Category: Agent activity-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.

For example, if an agent changes their status to a custom status, and then makes an outbound call, it would be counted as non-productive time.

When you create a historical metrics report, this metric can't be grouped or filtered by queue.

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

  • Type: String (hh:mm:ss)

  • Category: Agent activity-driven metric

Non-talk time percent

The non-talk time in a voice conversation as a percent of the total conversation duration. To calculate non-talk time percent, Amazon Connect totals all the intervals in which participants remained silent (non-talk time), and then divides this total by the total conversation duration.

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

Note

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

  • Type: Percent

  • Category: Contact Lens 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))

Where:

  • (Agent on contact + Agent idle time) = total amount of agent time

  • So (Agent on contact)/(total amount of agent time) = percentage of time agents were active on contacts.

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.

In the GetMetricData API, this metric can be retrieved by using OCCUPANCY.

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

  • 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. When you create a historical metrics reports, this metric can't be grouped or filtered by queue, phone number, or channels.

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

  • Type: String

  • Category: Agent activity-driven metric

Scheduled time

This metric is available only in AWS Regions where Forecasting, capacity planning, and scheduling is available.

Total time an agent was scheduled (either for productive or non-productive time) and Adherence for those shifts was set to Yes.

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

  • Type: String ((hh:mm:ss)

  • Category: Agent activity-driven metric

Service level X

Percentage of contacts removed from the queue between 0 and X 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.

For X you can choose from pre-set times in seconds: 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

In the GetMetricData and GetMetricDataV2 APIs, this metric can be retrieved by using SERVICE_LEVEL.

  • Type: String

  • Min value: 0.00%

  • Max value: 100.00%

  • Category: contact record-driven metric

Custom service levels

You can also create custom service level metrics. Choose from additional durations, such as minutes, hours, or days.

Custom service levels are localized to the report where they are created. For example, you create a report that has a custom service level of 75. You leave the page and then create another report. The custom service level 75 won't exist in the second report. You'll need to create it again.

The maximum duration for a custom service level is 7 days. That's because in Amazon Connect you can't have a contact that goes longer than 7 days.

You can add up to 10 custom service levels per report.

Talk time percent

The talk time in a voice conversation as a percent of the total conversation duration. To calculate talk time percent, Amazon Connect totals all the intervals in which either an agent, a customer, or both were engaged in conversation (talk time), and then divides this total by the total conversation duration.

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

Note

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

  • Type: Percent

  • Category: Contact Lens driven metric