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
This metric is available only by using the GetMetricDataV2 API; it is not available in the Amazon Connect admin website.
The percentage of contacts that were disconnected by the customer while in the queue. 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 or After Contact Work Time.
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
This metric is available only by using the GetMetricDataV2 API; it is not available in the Amazon Connect admin website.
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
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 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 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 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 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
.
Note
This metric is only available in the GetMetricDataV2 API.
Type: String (hh:mm:ss)
Category: Contact record-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 and is only available in the GetMetricDataV2 API.
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
This metric is available only by using the GetMetricDataV2 API; it is not available in the Amazon Connect admin website.
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 greeting time agent
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 and is only available in the GetMetricDataV2 API.
Type: String (hh:mm:ss)
Category: Contact Lens 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. It applies to both inbound and outbound calls.
AHT is different from Contact handle time. AHT does not include any time spent in a custom status; Contact handle time (CHT) does include it.
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
.
Note
This metric is only available in the GetMetricDataV2 API.
Type: String (hh:mm:ss)
Category: contact record-driven metric
Average interruptions agent
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 and is only available in the GetMetricDataV2 API.
Type: String (hh:mm:ss)
Category: Contact Lens driven metric
Average interruption time agent
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 and is only available in the GetMetricDataV2 API.
Type: String (hh:mm:ss)
Category: Contact Lens 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 and is only available in the GetMetricDataV2 API.
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
This metric is available only by using the GetMetricDataV2 API; it is not available in the Amazon Connect admin website.
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 and is only available in the GetMetricDataV2 API.
Type: String (hh:mm:ss)
Category: Contact Lens driven metric
Average talk time agent
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 and is only available in the GetMetricDataV2 API.
Type: String (hh:mm:ss)
Category: Contact Lens driven metric
Average talk time customer
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 and is only available in the GetMetricDataV2 API.
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
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
SUM_CONTACT_FLOW_TIME
.
-
Type: String (hh:mm:ss)
-
Category: contact record-driven metric
Contact abandoned
The 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.
In the GetMetricData
and GetMetricDataV2
APIs, this metric can be retrieved by using
CONTACTS_ABANDONED
.
-
Type: Integer
-
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.
Contact handle time is different from Average handle time. Contact handle time includes time spent in a custom status; Average handle time does not include it.
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 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.
In the GetMetricDataV2 API, this metric can be retrieved by using
SUM_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
SUM_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.
In the GetMetricData
and GetMetricDataV2
APIs, this metric can be retrieved by using
CONTACTS_HANDLED
.
Type: Integer
Category: contact record-driven metric
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.
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.
In the GetMetricData
and GetMetricDataV2
APIs, this metric can be retrieved by using CONTACTS_QUEUED
.
-
Type: Integer
-
Category: contact record-driven metric
Contacts resolved in X
This metric is available only by using the GetMetricDataV2 API; it is not available in the Amazon Connect admin website.
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.
The GetMetricDataV2 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 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
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
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
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
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 and is only available in the GetMetricDataV2 API.
-
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 agent 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 and is only available in the GetMetricDataV2 API.
-
Type: Percent
-
Category: Contact Lens driven metric
Talk time customer 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 and is only available in the GetMetricDataV2 API.
-
Type: Percent
-
Category: Contact Lens driven metric
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 and is only available in the GetMetricDataV2 API.
-
Type: Percent
-
Category: Contact Lens driven metric