# Manager assist contacts in metrics and reporting
<a name="manager-assist-metrics-reporting"></a>

When you enable the manager assist feature in Connect Customer, the system creates chat contacts for each manager session. These contacts have the subType `connect:Assistant`.

**Key behavior:**
+ Manager assist contacts are excluded from out-of-the-box historical and real-time reports by default.
+ Manager assist contacts do appear in the Connect Customer analytics data lake and are accessible through the Connect Customer API.
+ Manager assist contacts do not route to agents.
+ Contact details for manager assist contacts are not surfaced in the Contact Search page.

**Impact on custom reporting:**

If you have built custom reports, dashboards, or custom ingestion pipelines, you must filter on the `connect:Subtype` segment attribute to exclude manager assist contacts.

Without this filter:
+ Chat metrics such as `contact_flow_time_ms` and `chat_customer_metrics_max_response_time_ms` might show unexpectedly high values.
+ Any query against `contact_statistic_record` that filters on `initiationMethod = 'API'` or `channel = 'CHAT'` will return manager assist contacts alongside standard customer chat contacts.

**Important**  
The `contact_statistic_record` table does not contain a `subType` field. To filter out manager assist contacts, you must JOIN to `contact_record` and filter on the segment attribute. For an example query, see [Sample query to exclude manager assist contacts](data-lake-contact-data.md#data-lake-contact-statistic-sample-queries).