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 a overview of the improvements.

Upcoming 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 will show a column for Channel.

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 will show a column for Channel, as shown in the following image.

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

  • Agent on contact time

  • Occupancy

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

In addition, in the historical metrics report, Amazon Connect will display 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 won't appear in the saved reports.

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

Agent On Contact Time

On historical metrics reports when an agent handles multiple chats concurrently, Agent on contact time will show 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 will be returned when you use the Queue grouping or filter with Agent On Contact Time.

Agent Idle Time

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 won't provide an accurate view into the how the agent is working. Because of this, Amazon Connect won't show Agent idle time when you apply the Queue grouping or filter to your report.

Occupancy

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 won't appear on the report.

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