Example: Metrics for a Queued Callback - Amazon Connect

Example: Metrics for a Queued Callback

This topic shows an example queued callback flow and reviews how the CTRs and times are set for it.

Assume we have set up the following contact flows:

  • Inbound contact flow -- Runs when the customer calls the customer service number.

  • Customer queue flow – Runs when the customer is waiting in queue. In this example, we build a flow that offers a callback to the customer. If the customer selects yes, this contact flow executes the Transfer to queue block to transfer the contact to the callback queue named CallbackQueue, with an initial delay of 99 seconds, and then hangs up.

  • Outbound whisper flow -- When a queued callback is placed, the customer hears this after they pick up and before they connect to the agent. For example, "Hello, this is your scheduled callback..."

  • Agent whisper flow -- The agent hears this right after they accept the contact, before they are joined to the customer. For example, "You are about to be connected to Customer John, who requested a refund for..."

In this example, John calls customer service. Here's what happens:

  1. Inbound contact flow creates CTR-1:

    1. John calls customer service at 11:35. The Inbound contact flow runs and puts him in queue at 11:35.

    2. The Customer queue flow runs. At 11:37, John chooses to schedule a callback, so Amazon Connect initiates a callback contact at 11:37, before the inbound contact is disconnected.

  2. Callback contact flow creates CTR-2:

    1. The callback contact was initiated at 11:37.

    2. Because the initial delay is 99 seconds, the callback contact is placed into CallbackQueue at 11:38:39, after the 99 seconds pass. Now the callback contact is offered to an available agent.

    3. After 21 seconds, an agent available at 11:39:00 and accepts the contact. The 10-second agent whisper flow is played to the agent.

    4. After the agent whisper flow is complete, Amazon Connect calls John at 11:39:10. John picks up, and listens to the 15-second outbound whisper flow.

    5. When the outbound whisper flow is complete, John is connected to the agent at 11:39:25. They talk until 11:45, and then John hangs up.

This scenario results in two CTRs, which include the following metadata.

CTR-1 Data Notes

Initiation Method

Inbound

Initiation Timestamp

11:35

The inbound contact is initiated in Amazon Connect.

ConnectedToSystem Timestamp

11:35

Because this is an inbound contact, InitiationTimestamp = ConnectedToSystemTimestamp.

Next Contact Id

points to CTR-2

Queue

InboundQueue

Enqueued Timestamp

11:35

The inbound contact is put in queue.

Dequeued Timestamp

11:37

Because no agent picked up, this is the same as DisconnectedTimestamp.

ConnectedToAgent Timestamp

N/A

John scheduled a callback before any agent could pick up.

Disconnected Timestamp

11:37:00

John was disconnected by contact flow.

CTR-2 Data Notes

PreviousContactId

points to CTR-1

Initiation Timestamp

11:37

The callback contact is created in Amazon Connect.

Queue

CallbackQueue

Enqueued Timestamp

11:38:39

The contact was put into the CallbackQueue, after the 99-second initial delay completes.

Dequeued Timestamp

11:39:00

After 21 seconds, an agent accepts the contact.

Queue Duration

120 seconds

This is the initial delay (99 seconds), plus any additional time sitting in queue waiting for an agent to become available (21 seconds).

ConnectedToSystem Timestamp

11:39:10

John is called after the 10 second agent whisper flow completes.

ConnectedToAgent Timestamp

11:39:25

John and the agent are connected, after the 15 second outbound whisper flow completes.

Disconnected Timestamp

11:45

John hangs up.