Outbound campaign metrics in Amazon Connect

The following outbound campaign driven metrics are available on historical metrics reports. For instructions about how add these metrics to your report, see How to create a historical metrics report.

Also check out the outbound campaigns performance dashboard to understand the performance of your outbound campaigns across voice contacts.

Average dials per minute

The average number of outbound campaign dials per minute for the specified start time and end time.

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

Note

This metric is available only for outbound campaigns that use the agent assisted voice and automated voice delivery modes.

Data for this metric is available starting from June 25, 2024 0:00:00 GMT.

Type: Double

Category: Outbound campaigns driven metric

Average wait time after customer connection

The average duration of total wait time by the customer after they answer the outbound call through the Amazon Connect dialer.

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

Note

This metric is available only for outbound campaigns that use the agent assisted voice and automated voice delivery modes.

Data for this metric is available starting from June 25, 2024 0:00:00 GMT.

Type: String (hh:mm:ss)

Category: Outbound campaigns driven metric

Campaign contacts abandoned after X

The count of outbound campaign calls that were connected to a live customer but did not get connected to an agent within X seconds. The possible values for X are from 1 to 604800 inclusive. This metric is only available with answering machine detection enabled. For more information about answering machine detection, see Best practices for answering machine detection.

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

Note

This metric is available only for outbound campaigns using the agent assisted voice and automated voice delivery modes.

Data for this metric is available starting from June 25, 2024 0:00:00 GMT.

Type: Integer

Category: Outbound campaigns driven metric

Campaign contacts abandoned after X rate

The percentage of outbound campaign calls that were connected to a live customer but did not get connected to an agent within X seconds divided by the count of contacts connected to a live customer in an outbound campaign. The possible values for X are from 1 to 604800 inclusive. This metric is only available with answering machine detection enabled.

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

Note

This metric is available only for outbound campaigns using the agent assisted voice and automated voice delivery modes.

Data for this metric is available starting from June 25, 2024 0:00:00 GMT.

Type: Percent

Category: Outbound campaigns driven metric

Campaign interactions

The count of outbound campaign interactions after a successful delivery attempt. Example interactions include OPEN, CLICK, and COMPLAINT.

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

Note

This metric is available only for outbound campaigns that use the email delivery mode.

Data for this metric is available starting from November 6, 2024 0:00:00 GMT.

Type: Integer

Category: Outbound campaigns driven metric

Campaign send attempts

The count of outbound campaign send requests sent by Amazon Connect for delivery. A campaign send request represents a send attempt made to reach out to an recipient using email, SMS, or telephony delivery mode.

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

Data for this metric is available starting from November 6, 2024 0:00:00 GMT.

Type: Integer

Category: Outbound campaigns driven metric

Delivery attempts

The delivery outcome of a campaign outreach attempt. The count of outbound campaign contact outcomes from the Amazon Connect dialer, or the count of outbound campaign email or SMS message outcomes that were successfully sent to Amazon Connect to be delivered.

Tip

For details about telephony disposition definitions, see DisconnectReason for outbound campaigns and AnsweringMachineDetectionStatus in the ContactTraceRecord. For details about email and SMS disposition definitions, see campaign_event_type in the Outbound campaign events table.

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

Data for this metric is available starting from June 25, 2024 0:00:00 GMT.

Data for this metric is available starting from June 25, 2024 0:00:00 GMT for the Telephony delivery mode and November 6, 2024 0:00:00 GMT for the Email and SMS delivery modes.

Type: Integer

Category: Outbound campaigns driven metric

Delivery attempt disposition rate

The percentage of each delivery outcome from a campaign outreach. The percent of call classification by answering machine detection or disconnect reason from outbound campaign contacts executed by the Amazon Connect dialer, or the percent of outbound campaign email or SMS message outcomes that was successfully sent to Amazon Connect to be delivered.

Note

Dispositions for the agent assisted voice and automated voice delivery modes are available with answering machine detection enabled.

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

Data for this metric is available starting from June 25, 2024 0:00:00 GMT.

Data for this metric is available starting from June 25, 2024 0:00:00 GMT for the Telephony delivery mode and November 6, 2024 0:00:00 GMT for the Email and SMS delivery modes.

Type: Percent

Category: Outbound campaigns driven metric

Human answered

The count of outbound campaign calls that were connected to a live customer. This metric is available only when answering machine detection is enabled.

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

Note

This metric is available only for outbound campaigns that use the agent assisted voice and automated voice delivery modes.

Data for this metric is available starting from June 25, 2024 0:00:00 GMT.

Type: Integer

Category: Outbound campaigns driven metric