Amazon Connect Administrator Guide

Contacts transferred out ................................................................................................................ 2041

Contacts transferred out by agent ............................................................................................... 2042
Contacts transferred out external ................................................................................................ 2042
Contacts transferred out internal ................................................................................................. 2043
Contacts transferred out queue .................................................................................................... 2043
Conversations abandoned .............................................................................................................. 2044
Current cases ..................................................................................................................................... 2045
Customer hold time ......................................................................................................................... 2046
Customer talk time percent ........................................................................................................... 2046
Delivery attempts ............................................................................................................................. 2047
Delivery attempt disposition rate ................................................................................................. 2048
Duration .............................................................................................................................................. 2049
Effective staffing .............................................................................................................................. 2049
Error status time .............................................................................................................................. 2049
Estimated Wait Time ....................................................................................................................... 2050
Evaluations performed .................................................................................................................... 2051
Flows outcome .................................................................................................................................. 2052
Flows outcome percentage ............................................................................................................ 2053
Flows started ..................................................................................................................................... 2054
Human answered .............................................................................................................................. 2054
Maximum flow time ......................................................................................................................... 2055
Maximum queued time ................................................................................................................... 2056
Max Test Case Execution Duration ............................................................................................... 2056
Minimum flow time ......................................................................................................................... 2057
Non-adherent time .......................................................................................................................... 2058
Non-talk time percent ..................................................................................................................... 2058
Occupancy .......................................................................................................................................... 2059
Oldest ................................................................................................................................................. 2060
Online agents .................................................................................................................................... 2060
Online time ........................................................................................................................................ 2062
Percent agent on contact time ..................................................................................................... 2062
Percent agent idle time .................................................................................................................. 2063
Percent agent non-productive time ............................................................................................. 2063
Percent bot conversations outcome ............................................................................................. 2064
Percent bot intents outcome ......................................................................................................... 2065
Position in Queue ............................................................................................................................. 2065

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Recipients attempted ...................................................................................................................... 2066

Recipients interacted ....................................................................................................................... 2067
Recipients targeted .......................................................................................................................... 2067
Scheduled time ................................................................................................................................. 2068
Scheduled ........................................................................................................................................... 2068
Service level X ................................................................................................................................... 2069
Staffed agents ................................................................................................................................... 2070
Step contacts queued ...................................................................................................................... 2072
Step expired % ................................................................................................................................. 2073
Step joined ........................................................................................................................................ 2073
Talk time percent ............................................................................................................................. 2074
Test case execution count .............................................................................................................. 2074
Test case failed rate ........................................................................................................................ 2075
Test case success rate ...................................................................................................................... 2075
Custom metric primitives ..................................................................................................................... 2076
After contact work time ................................................................................................................. 2076
Agent Active Time ............................................................................................................................ 2076
Agent Interaction Time ................................................................................................................... 2077
Contact Hold Time ........................................................................................................................... 2077
Agent Pause Time ............................................................................................................................ 2077
Contact Duration .............................................................................................................................. 2077
Contact Queue Time ....................................................................................................................... 2078
Contacts Abandoned ....................................................................................................................... 2078
Contacts Created .............................................................................................................................. 2078
Contacts Handled ............................................................................................................................. 2078
Contacts Hold Abandons ................................................................................................................ 2079
Contacts Put On Hold ..................................................................................................................... 2079
Contacts Queued .............................................................................................................................. 2079
Contacts Transferred Out ............................................................................................................... 2079
Contact Handle Time ...................................................................................................................... 2080
Contact Holds ................................................................................................................................... 2080
Contact Resolution Time ................................................................................................................ 2080
Contact Flow Duration .................................................................................................................... 2081
Agent Greeting Time ....................................................................................................................... 2081
Agent Interruption Time ................................................................................................................. 2081
Agent Interruptions ......................................................................................................................... 2082

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Talk Time Agent ............................................................................................................................... 2082

Talk Time Customer ......................................................................................................................... 2082
Non-Talk Time .................................................................................................................................. 2083
Talk Time ............................................................................................................................................ 2083
Conversation Duration .................................................................................................................... 2084
Contacts Routed ............................................................................................................................... 2084
Agent Contacts Missed .................................................................................................................... 2084
Agent Idle Time ................................................................................................................................ 2085
Agent Contact Time ......................................................................................................................... 2085
Agent Online Time ........................................................................................................................... 2085
Agent Error Status Time ................................................................................................................. 2086
Agent Non-Productive Time .......................................................................................................... 2086
Current Contacts In Queue ............................................................................................................ 2086
Current Contact Queue Time ......................................................................................................... 2086
Current Contacts Scheduled .......................................................................................................... 2087
Current Slots Available ................................................................................................................... 2087
Current Slots Active ......................................................................................................................... 2087
Current Agents Online .................................................................................................................... 2088
Metric level filters supported per metric primitive category .................................................. 2088
Groupings supported per metric primitive category ................................................................ 2097
Supported top-level metric filters per metric primitive category .......................................... 2099
Guidelines for Metric Primitive creation and usage with out-of-the-box metrics ............... 2105
Assign permissions ................................................................................................................................ 2108
Access metrics permission .............................................................................................................. 2108
Individual feature permissions ...................................................................................................... 2109
Custom metrics and permissions .................................................................................................. 2110
Dashboards .............................................................................................................................................. 2111
Get started ......................................................................................................................................... 2112
Specify time range and "Compare to" benchmark .................................................................... 2114
Save, download, and share your dashboard ............................................................................... 2115
Customize your dashboard ............................................................................................................. 2116
Contact Lens conversational analytics dashboard ..................................................................... 2130
Agent performance evaluations dashboard ............................................................................... 2137
AI Agent performance dashboard ................................................................................................ 2150
Flows and conversational bot performance dashboard ........................................................... 2156
Outbound campaigns performance dashboard ......................................................................... 2167

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Queue and agent performance dashboard ................................................................................. 2180

Testing and simulation dashboard ............................................................................................... 2190
Intraday forecast performance dashboard ................................................................................. 2194
Agent workspace performance dashboard ................................................................................. 2197
Integrate a published dashboard into the agent workspace ................................................... 2200
[New] Custom Metrics ..................................................................................................................... 2201
Real-time metrics reports .................................................................................................................... 2212
Real-time metrics tag-based access control ............................................................................... 2213
How often real-time metrics refresh in Amazon Connect ....................................................... 2219
Create alerts on real-time metrics ............................................................................................... 2220
Use one-click drill-downs ............................................................................................................... 2225
Visualize: Queue dashboard ........................................................................................................... 2228
View contacts in queue ................................................................................................................... 2229
Create a real-time metrics report ................................................................................................. 2233
Troubleshoot no metrics or too few rows in a report .............................................................. 2234
List queues by routing profile ....................................................................................................... 2236
List agents by routing profile ........................................................................................................ 2236
Sort agents by activity .................................................................................................................... 2237
Change an agent's activity status ................................................................................................. 2238
Download real-time metrics .......................................................................................................... 2241
Historical metrics reports .................................................................................................................... 2242
Apply tag-based access control ..................................................................................................... 2243
Create a custom historical metrics report in Amazon Connect .............................................. 2245
Report limits ...................................................................................................................................... 2249
Schedule a historical metrics report in Amazon Connect ........................................................ 2250
Update a historical metrics report ............................................................................................... 2255
Download a historical metrics report in Amazon Connect ...................................................... 2256
Show agent queues in a Queues table ........................................................................................ 2257
How many contacts in queue on a specific date ....................................................................... 2259
Agent activity audit report in Amazon Connect ........................................................................ 2259
Login/Logout reports for agents in Amazon Connect ................................................................... 2265
Why your Login/Logout report may appear incorrect ............................................................. 2265
Report limit: 10,000 rows .............................................................................................................. 2266
Required permissions ...................................................................................................................... 2267
Generate a Login/Logout report .................................................................................................. 2267
Edit a Saved Login/Logout Report ............................................................................................... 2269

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Download a Login/Logout report as a CSV file ......................................................................... 2269

Share a Login/Logout report ......................................................................................................... 2271
Schedule a Login/Logout report .................................................................................................. 2271
Delete a Saved Login/Logout report ........................................................................................... 2273
Not supported: Tag-based access control ................................................................................... 2273
Agent event streams ............................................................................................................................. 2273
Enable agent event streams to report agent activity in Amazon Connect ........................... 2274
Sample agent event stream in Amazon Connect ...................................................................... 2275
Determine the contact center agent's ACW (After Contact Work) time ................................ 2279
Agent event streams data model in Amazon Connect ............................................................. 2286
Contacts, contact chains, and contact attributes ........................................................................... 2296
Contacts .............................................................................................................................................. 2296
Contact chains .................................................................................................................................. 2296
Contact attributes ............................................................................................................................ 2298
Contact events ....................................................................................................................................... 2300
Contact events data model ............................................................................................................ 2301
Contact timestamps ......................................................................................................................... 2321
Subscribe to Amazon Connect contact events ........................................................................... 2325
Sample to stop streaming an event type ................................................................................... 2328
Sample contact event for when a voice call is connected to an agent ................................. 2328
Sample contact event for when a voice call is disconnected .................................................. 2330
Sample contact data updated event ............................................................................................ 2331
Sample contact event for when a voice call is connected to an agent ................................. 2333
Sample event for when routing step expires on a contact ...................................................... 2335
Sample contact event for when a voice call is connected to an agent provided by the
customer using routing criteria ..................................................................................................... 2337
Contact records data model ................................................................................................................ 2339
Important things to know .............................................................................................................. 2339
Agent ................................................................................................................................................... 2340
AgentHierarchyGroup ...................................................................................................................... 2343
AgentHierarchyGroups .................................................................................................................... 2343
AttributeCondition ........................................................................................................................... 2344
ChatMetrics ........................................................................................................................................ 2346
ContactMetrics .................................................................................................................................. 2346
CustomerMetrics ............................................................................................................................... 2347
AgentMetrics ...................................................................................................................................... 2347

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