What's new in metrics - Amazon Connect

What's new in metrics

Thanks to your feedback, we've made changes to Amazon Connect metrics. This topic gives you an overview of the improvements.

New contact transferred related metrics

We are upgrading the existing Contacts transferred in and Contacts transferred out historical metrics to have consistent definitions. We are adding Contacts transferred in by agent and Contacts transferred out by agent for more granular contact transferred related metrics.

Changes to real-time metrics agent tables

We are rolling out a new service to maintain the high availability from metrics that you expect from Amazon Connect. Due to this change, the agent tables will now be sorted by availability status by default, rather than by agent login.

Additionally, the queues and routing profiles table will sort by agents online by default instead of queue or routing profile name.

Faster reload times for the Real-time metrics page

We are upgrading the performance of the Real-time metrics page so reload times are faster. The page will have the same functionality and user experience as the existing Real-time metrics page.

Upcoming changes: Download the Agent activity audit report

The following changes will be released in the future:

  • After you generate a report, you will now be able to download it using the Download CSV button.

  • If you don’t generate a report, the Download CSV button will be inactive.

The following image shows an example where the first report has been generated and can be downloaded, the second report hasn't:

April 2021

The following updates were released in April 2021.

  • Amazon Connect incorrectly reported that chat contacts that were created from disconnect flows were created from transfer flows.

  • With these fixes, Amazon Connect correctly reflects in the contact records and agent event stream that these chat contacts were created from disconnect flows.

There is no impact to voice or task contacts.

Chat contacts created through disconnect flows no longer increment the following metrics:

In addition, note the following fixes for contact records and the agent event stream for chat contacts:

  • Contact records: There was an issue in the Attributes section of a chat contact record where the initiation method is API for both disconnect and transfer contacts. With this fix, the initiation method correctly reflect Disconnect and Transfer, respectively.

  • Agent event stream: Chat contacts created from disconnect flows now have Disconnect as the initiation method.

March 2021

The following updates were released in March 2021.

When customizing a historical metrics report, you have the option to select a 15 minutes interval, in addition to the current option of a 30 minutes interval.

The 15 minutes interval works the same as the 30 minutes interval. For example, you can query up to three days of data at a time, for the past 35 days.

February 2021

The following updates were released in February 2021.

New metric groupings and categories

With the release of custom service level metrics, we also made the following changes:

  • On the Table settings pages, pre-set and custom service level metrics are in a new group called Contact Service Levels.

  • Historical metrics on the Table settings page are grouped into categories.

  • The order of metric columns on historical metrics reports changed to match the order of the metrics on the Table settings page.

Following is more information about these changes.

Real-time metrics: New Contact Service Level category

A new category of metrics appears on the Table settings page: Contact Service Level.

The following image shows this new category on the Table settings page, in an expandable group. Choose the arrow next to the group to view and select the metrics you want to add to your report.

Use the Contact Service Level category to choose pre-set service level metrics, and to create custom service level metrics.

The following image shows the user interface for creating custom service level metrics.

Historical metrics: New categories for metrics

To make it easier to find the historical metrics you want to add to a report, metrics on the Table settings page are grouped into the following categories:

  • Agents

  • Contacts Abandoned

  • Contact Service Level: This group contains preset and custom service levels.

  • Contacts Answered

  • Performance

Choose Add Custom SL to add custom service levels to your historical metrics report.

The order of the metric columns on the historical metrics reports has changed

The order of the metric columns on the historical metrics reports matches the updated grouping scheme and order of the metrics on the Table settings page.

This change supports the addition of custom service level metrics. It also allows us to make future improvements for where, for example, control of how a report looks resides on the Real-time metrics page and the Historical metrics page, not the Table settings page.

Note how metric columns now appear on reports:

  • When you open the Real-time metrics page, custom service levels appear at the end of the Performance group.

  • Metrics on existing Scheduled reports (the processed documents that arrive in your Amazon S3 buckets) are not re-ordered automatically. However, if you update an existing report, the metrics are re-ordered to match the order on the Table settings page.

  • Service level metrics:

    • Real-time metrics reports: Service level metrics are always added to the end of the Performance group, in ascending order.

    • Historical metrics reports: When you add custom service level metrics, they are added to the end of the report in the order they were created.

Custom service level metrics

You have the ability to add custom service level metrics. You can also choose from additional durations, such as minutes, hours, or days.

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.

Group by channel in a historical metrics report

To group by channel on historical metrics reports

  1. On the navigation menu, choose Metrics and quality, Historical metrics, and then choose a report.

  2. Choose Settings.

  3. On the Table Settings page, choose the Groupings tab. Add Channel, and choose Apply.

  4. The table shows a column for Channel, as shown in the following image.

October 2020

New historical metrics for inbound and outbound contact time

Released the following real-time metrics:

Released the following historical metrics:

One-click drill-downs for Routing profiles and Queues tables

In real-time metrics reports, for Routing profiles and Queues tables, you can open pre-filtered tables that display the associated queues, routing profiles, or agents. These one-click filters provide a way for you to drill into the performance data.

For more information, see Use one-click drill-downs for Routing profiles and Queues tables

June 2020: Changes for omnichannel support

Group by channel

To group queues or routing profiles by channel on real-time metrics reports

  1. On the navigation menu, choose Metrics and quality, Real-time metrics, and then select either Queues or Routing profiles.

  2. Choose Settings.

  3. On the Table Settings page, choose the Groupings tab and then select Queues grouped by channels. Or, if you're setting up a Routing profiles report, choose Routing profiles grouped by channels.

  4. Choose Apply.

  5. The table shows a column for Channel.

Group by queue in historical metrics reports

In the historical metrics report, when you group or filter metrics by Queue, the results for the following metrics aren't accurate:

  • Agent idle time (not supported in queue grouping as of June, 2020)

  • Agent on contact time (not supported in queue grouping as of June, 2020)

  • Occupancy (not supported in queue grouping as of June, 2020)

Because of this, on the Table Settings page, Metrics tab, these metrics are inactive, as shown in the following image:

In addition, in the historical metrics report, Amazon Connect displays a hyphen (-) in place of results for these metrics, and the cells are inactive (gray).

Effect of queue grouping on saved and scheduled reports

If the Queue grouping or filter is used on the following reports, note these effects:

  • Saved reports. The columns for these metrics don't appear in the saved reports when grouped by Queue. When the saved report is filtered by Queue, however, it shows "-".

  • Scheduled reports. These reports continue to run successfully, but no results are returned for these metrics.

Agent on contact time (not supported in queue grouping as of June, 2020)

On historical metrics reports when an agent handles multiple chats concurrently, Agent on contact time shows wall clock time: the amount of time spent chatting. However, there isn't a metric that shows the time an agent spends chatting with each contact.

In addition, no results are returned when you use the Queue grouping or filter with Agent on contact time.

Agent idle time (not supported in queue grouping as of June, 2020

The Agent idle time metric divides the idle time into each queue associated with the agent. When contacts are grouped or filtered by Queue, however, Amazon Connect doesn't provide an accurate view into the how the agent is working. Because of this, Amazon Connect doesn't show Agent idle time when you apply the Queue grouping or filter to your report.

Occupancy (not supported in queue grouping as of June, 2020)

With the addition of chat, the Occupancy metric is now defined as the percentage of time that an agent was active on contacts. This percentage is calculated as follows:

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

Because Agent idle time is now inaccurate when contacts are grouped or filtered by Queues, the Occupancy metric is also inaccurate. As a result, when contacts are grouped or filtered by Queues, Occupancy doesn't appear on the report.

Occupancy no longer appears on the Dashboard page.

November 2019

Name changes for "Missed" and "Agent status" and "On call"

The following real-time metrics were renamed:

Old name New name

Missed

Agent non-response

Agent status

Agent activity

On call

On contact

For each metric, existing saved reports automatically start displaying the new name; you don't need to do anything for the new name to appear in your reports.

The column order for a saved report containing one of these metrics stays the same. For example, if you previously saved a report where Agent status was the third metric, now when you open that saved report, Agent activity is the name for the third metric.

For Missed, only the name of the metric changed; the underlying calculation stayed the same. We've changing the name of this metric to Agent non-response so it better reflects its definition:

  • Agent non-response increments whenever a contact is offered to an agent, and the agent doesn't respond to the contact for whatever reason.

    For example, the agent could have intentionally let the timer run out, or the agent could have forgotten to grant microphone access in the Contact Control Panel and never heard the ring. In these situations, Amazon Connect doesn't drop the contact. Instead, the routing engine will offer it to another available agent, while the customer continues to wait in queue. This means a single contact could result in multiple Agent non-responses before an agent responds and handles the contact.

For On call, the name change to On Contact applies to the Real-time metrics UI only. You can continue using AGENTS_ON_CALL with the GetCurrentMetricData API to retrieve data for this metric.

Label updates for "Agent activity" and "Contact state"

Labels are the values returned in a report. For example, in the following image Available and Basic Routing Profile are labels.

For Agent Activity and Contact State, we renamed some of the labels that describe what the agent's current activity is and what's happening with the contact they are currently working on. This way, the labels in the Real-Time Metrics report are more consistent with the labels the agent sees in the Contact Control Panel. They also align with the data returned about these different states in other parts of Amazon Connect.

When the name of Agent Status changed to Agent Activity, the following labels changed, too:

Scenario Before: Agent Status Labels After: Agent Activity Labels Notes

Agent is logged in but offline

Not shown

Not shown

Agent switches to Available in the CCP

Available

Available

Agent has an incoming call

CallIncoming

Incoming

ContactState = Incoming contact

Agent has an incoming callback

CallbackIncoming

Incoming

ContactState = Inbound callback

Agent accepted a callback, which is now making an outbound call to the customer

Calling

On Contact

ContactState = Outbound callback

Agent makes outbound call (regardless of what status the agent chose in their CCP)

Calling

On Contact

ContactState = Outbound contact

Agent missed a phone call due to timer expired

MissedCallAgent

Missed

Agent is interacting with customer on phone call (regardless of what status the agent chose in their CCP)

On call

On Contact

Agent puts customer on hold while on phone call (regardless of what status the agent chose in their CCP)

On call

On Contact

After agent hangs up call

After call work

After contact work

Agent is on Lunch (a custom status)

Lunch

Lunch

Supervisor's activity state if they are monitoring some agent

Monitoring

Monitoring

Agent's activity state if they are connected to customer while being monitored by a supervisor

On call

On Contact

The following table shows the how the labels changed for Contact State.

Scenario Label Name Before Label Name After

Agent is logged in but offline

Agent switches to Available in the CCP

-

-

Agent has an incoming call

-

Incoming contact

Agent has an incoming callback

-

Inbound callback

Agent accepted a callback, which is now making an outbound call to the customer

Initial

Outbound callback

Agent makes outbound call (regardless of what status the agent chose in their CCP)

Initial

Outbound contact

Agent missed a phone call due to timer expired

Missed call

Missed contact

Agent is interacting with customer on phone call (regardless of what status the agent chose in their CCP)

Busy

Connected

Agent puts customer on hold while on phone call (regardless of what status the agent chose in their CCP)

OnHold

On hold

After agent hangs up call

After call work

After contact work

Agent is on Lunch (a custom status)

-

-

Supervisor's contact state if they are monitoring an agent

Monitoring

Monitoring