Historical metrics definitions

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

Tip

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

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 is 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 is 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 is 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.

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.

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.

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.

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.

Type: String (hh:mm:ss)

Category: Agent activity-driven metric

Agent interaction and hold time

Sum of Agent interaction time and Customer hold time.

Type: String (hh:mm:ss)

Category: 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.

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

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

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

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

Type: Integer

Category: Agent activity-driven metric

Agent on contact time

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

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.

Type: String (hh:mm:ss)

Category: Agent activity-driven metric

API contacts

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

Type: Integer

Category: contact record-driven metric

API contacts handled

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

In the GetMetricData API, this metric is 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 is 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 is INTERACTION_AND_HOLD_TIME.

In the GetMetricDataV2 API, this metric is 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 is INTERACTION_TIME.

In the GetMetricDataV2 API, this metric is 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 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 is HOLD_TIME.

In the GetMetricDataV2 API, this metric is 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 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 is HANDLE_TIME.

In the GetMetricDataV2 API, this metric is AVG_HANDLE_TIME.

Type: String (hh:mm:ss)

Category: contact record-driven metric

Average outbound after contact work time

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

Type: String (hh:mm:ss)

Category: contact record-driven metric

Average outbound agent interaction time

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

Type: String (hh:mm:ss)

Category: 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 is ABANDON_TIME.

In the GetMetricDataV2 API, this metric is 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 is QUEUE_ANSWER_TIME.

In the GetMetricDataV2 API, this metric is AVG_QUEUE_ANSWER_TIME.

Type: String (hh:mm:ss)

Category: contact record-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 is SUM_RETRY_CALLBACK_ATTEMPTS.

Type: Integer

Category: contact record-driven metric

Callback contacts

Count of contacts that were initiated from a queued callback.

• Type: Integer

• Category: contact record-driven metric

Callback contacts handled

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

In the GetMetricData API, this metric is 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 is 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.

• 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.)

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.

• Type: String (hh:mm:ss)

• Category: contact record-driven metric

Contact abandoned

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

In the GetMetricData and GetMetricDataV2 APIs, this metric is CONTACTS_ABANDONED.

• Type: Integer

• Category: contact record-driven metric

Contacts abandoned in X seconds

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

In the GetMetricDataV2 API, this metric is 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

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

In the GetMetricData API, this metric is 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

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 is 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

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

In the GetMetricDataV2 API, this metric is CONTACTS_CREATED.

• Type: Integer

• Category: contact record-driven metric

Contacts consulted

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

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 is CONTACTS_CONSULTED.

• Type: Integer

• Category: contact record-driven metric

Contacts handled

Count of contacts that were connected to an agent.

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

In the GetMetricData and GetMetricDataV2 APIs, this metric is CONTACTS_HANDLED.

Type: Integer

Category: contact record-driven metric

Contacts handled incoming

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

In the GetMetricData API, this metric is 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

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 is 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

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

• Type: Integer

• Category: contact record-driven metric

Contacts hold customer disconnect

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

In the GetMetricData and GetMetricDataV2 APIs, this metric is CONTACTS_HOLD_ABANDONS.

• Type: Integer

• Category: contact record-driven metric

Contacts hold disconnect

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

• Type: Integer

• Category: contact record-driven metric

Contacts incoming

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

• Type: Integer

• Category: contact record-driven metric

Contacts missed

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

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

In the GetMetricData API, this metric is CONTACTS_MISSED.

In the GetMetricDataV2 API, this metric is AGENT_NON_RESPONSE.

Type: Integer

Category: Agent activity-driven metric

Contacts put on hold

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

• Type: Integer

• Category: contact record-driven metric

Contacts queued

Count of contacts placed in the queue.

In the GetMetricData and GetMetricDataV2 APIs, this metric is CONTACTS_QUEUED.

• Type: Integer

• Category: contact record-driven metric

Contacts transferred in

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

In the GetMetricData API, this metric is 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

Count of contacts transferred in by an agent using the CCP.

In the GetMetricData API, this metric is 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

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

In the GetMetricData API, this metric is 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

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 is CONTACTS_TRANSFERRED_OUT.

• Type: Integer

• Category: contact record-driven metric

Contacts transferred out by agent

Count of contacts transferred out by an agent using the CCP.

In the GetMetricData and GetMetricDataV2 APIs, this metric is CONTACTS_TRANSFERRED_OUT_BY_AGENT.

• Type: Integer

• Category: contact record-driven metric

Contacts transferred out external

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

• Type: Integer

• Category: contact record-driven metric

Contacts transferred out queue

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

In the GetMetricData and GetMetricDataV2 APIs, this metric is CONTACTS_TRANSFERRED_OUT_FROM_QUEUE.

• Type: Integer

• Category: contact record-driven metric

Contacts transferred out internal

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

• Type: Integer

• Category: 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.

• 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.

• 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 is QUEUED_TIME.

In the GetMetricDataV2 API, this metric is MAX_QUEUED_TIME.

• Type: String (hh:mm:ss)

• Category: contact record-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.

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

• Type: String (hh:mm:ss)

• Category: Agent activity-driven metric

Occupancy

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

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

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 is OCCUPANCY.

In the GetMetricDataV2 API, this metric is 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. This metric can't be grouped or filtered by queue, phone number, or channels.

• 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 is 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 is 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.