Completed Contacts

Calculates today’s completed contacts or more accurately contacts whose Last Update Timestamp is of today, which are then displayed in a tabular format.

This Grid takes its data from the Amazon Kinesis Stream and as such additional AWS configuration may be required.

Call Center Terminology:
- Callback: Allows customers to request a call back from an agent instead of waiting on hold. When the customer chooses the callback option, Amazon Connect reserves a place for them in the queue and calls them back when an agent becomes available.
- Cases: Individual customer interactions or issues that need to be resolved. Each case usually represents a single customer request or problem.
- Contact: A single interaction between a customer and the contact center. This interaction could be through various channels such as a phone call, email, chat, or social media message.
- Error State: State indicating that an error or issue has occurred during a contact or interaction. This could be due to a variety of reasons such as technical issues, network problems, or configuration errors.
- Inbound Contact: Incoming communications initiated by the customer. This could be a phone call, email, chat, or any other form of communication that the customer initiates to reach out to the contact center.
- Outbound Contact - Communications initiated by the contact center or agent towards the customer. This could be a follow-up call, promotional call, reminder, or any other form of communication that the contact center initiates towards the customer.
- Paused Call: Call where the agent has temporarily halted the interaction. This could be for various reasons such as to consult with a supervisor, look up information, or handle some other task.

Columns

  • Address - The value for the type of endpoint. For telephone number, the value is a phone number in E.164 format.

    In Amazon Connect, an endpoint is the destination for a contact, such as a customer phone number, or a phone number for the contact center. Currently, an endpoint can only be a telephone number.

  • After Contact Work Duration - The time, in whole seconds, that an agent spent on after contact work.

  • Agent ID - The ID of the agent.

  • Agent Interaction Duration - The time, in whole seconds, that an agent interacted with a customer. For outbound calls, this is the time, in whole seconds, that an agent was connected to a contact, even if the customer is not present.

    This does not include agent pause duration (which applies only to tasks).

  • Channel - How the contact reached the contact center.

    Can be either Voice, Chat, or Task.

  • Contact ID - The ID of the contact.

  • Customer Hold Duration - The time, in whole seconds, that the customer spent on hold while connected to the agent.

  • Disconnect Reason - Indicates how the contact was terminated.

  • Initiation Method - Indicates how the contact was initiated.

  • Last Update Timestamp - The date and time this contact was last updated.

  • Queue Duration - The time, in whole seconds, that the contact spent waiting in the queue.

  • Queue ID - The ID of the queue.

  • Queue Name - The name of the queue.

Calculation Parameters

The Grid function has these optional parameters:

  • Agent Hierarchy Group Level 1 - Allows you to select from a list of hierarchy groups of level 1.

  • Agent Hierarchy Group Level 2 - Allows you to select from a list of hierarchy groups of level 2.

  • Agent Hierarchy Group Level 3 - Allows you to select from a list of hierarchy groups of level 3.

  • Agent Hierarchy Group Level 4 - Allows you to select from a list of hierarchy groups of level 4.

  • Agent Hierarchy Group Level 5 - Allows you to select from a list of hierarchy groups of level 5.

  • Agents - Allows you to select from a list of agent names.

  • Channel - Allows you to select from a list of channel types.

  • Queues - Allows you to select from a list of queue names.