Agent Statistics Historical¶
Calculates interval statistics for agents, which are then displayed in a tabular format.
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.
Interruptions: Any event that disrupts the normal flow of a call or interaction. This could include technical issues, such as a dropped call or poor connection, or it could be an interruption in the conversation, such as an agent needing to put the call on hold to look up information or consult with a supervisor.
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¶
Abandonment Rate – This metric is available only by using the GetMetricDataV2 API; it is not available in the Amazon Connect admin website. It represents the percent of contacts tha were disconnected without being connected to an agent. Contacts queued for callback are not counted as abandoned.
Adherence – It reflects the percentage of time that an agent correctly follows their schedule, measured by tracking if an agent is in an Available agent status when they should be in a productive state.
An agent is considered adherent if the agent is in an Available status when the shift activity is Productive, or if the agent is in a Non-Productive status when the shift activity is Non-Productive.
Formula:
(Total Adherent Minutes / Total Scheduled Adherence Minutes) × 100%
This metric is available only in AWS Regions where Forecasting, capacity planning, and scheduling is available. Adherent Time – Measures the total time an agent was in an Available status when their shift activity is productive or in a non-productive status when the shift activity is non-productive.
This metric is available only in AWS Regions where Forecasting, capacity planning, and scheduling is available. After Contact Work Time – The total time an agent spent doing ACW for a contact, also known as Call Wrap Up time. When a conversation with a contact ends, the agent is automatically allocated to do ACW for the contact. They stop doing ACW for a contact when they indicate they are ready for another contact in the CCP.
Answer Rate – The percentage of contacts routed to an agent that were answered. It provides insights into the agent’s responsiveness and availability.
Average Active Time – The average time, from start to finish, that an agent was working on a contact. It includes talk time, hold time, and After Contact Work (ACW) time. It applies to both inbound and outbound calls.
Average After Contact Work Time – Average amount of time that an agent spent doing After Contact Work (ACW) for contacts. This is calculated by averaging AfterContactWorkDuration for all contacts included in the report, based on the selected filters.
Average Agent Incoming Connecting Time – The average time between when contact is initiated by Amazon Connect reserving the agent for the contact, and the agent is connected. This is the ring time for configurations where the agent is not set to auto-answer.
Average Callback Connecting Time – The average time between when a callback contact is initiated by Amazon Connect reserving the agent for the contact, and the agent is connected.
Average Case Resolution Time – The average amount of time spent to resolve a case during the provided time interval.
Average Contact Duration – The average duration of a contact is calculated by taking the difference between their initiation time and their disconnect time and dividing it by the total number of contacts. This metric reflects the average amount of time a contact spends from the moment they initiate the interaction to when they disconnect.
Average Contacts per Case – The average number of contacts (calls, chat, and tasks) for cases created during the provided time interval.
Average Conversation Duration – The average conversation duration of voice contacts with agents is determined by calculating the total time from the start of the conversation until the last word spoken by either the agent or the customer. This value is then divided by the total number of contacts to provide an average representation of the conversation time spent on the call.
Average Customer Hold Time – Average time that customers spent on hold while connected to an agent. This is calculated by averaging CustomerHoldDuration from the contact record. This average only includes contacts that went on hold.
Average Customer Hold Time All Contacts – Average hold time for all contacts handled by an agent. The calculation includes contacts that were never put on hold
Average Greeting Time – Represents the average first response time of agents on chat, indicating how quickly they engage with customers after joining the chat. It is calculated by dividing the total time it takes for an agent to initiate their first response by the number of chat contacts.
Average Handle Time – The average time, from start to finish, that a contact was connected with an agent. It includes talk time, hold time, After Contact Work (ACW) time, custom status time, and agent pause duration (which applies only to tasks). AHT is calculated by averaging the amount of time between the contact being answered by an agent and the conversation ending. It applies to both inbound and outbound calls.
Average Holds – Determines the average number of times a voice contact was put on hold while interacting with an agent. It is calculated by dividing the total number of holds by the total number of contacts.
Average Interaction Time – Average time that agents interacted with customers during inbound and outbound contacts. This does not include Customer Hold Time or After Contact Work Time.
Average Interaction and Customer Hold Time – Average of the sum of the agent interaction and customer hold time. This is calculated by averaging the sum of AgentInteractionDuration and CustomerHoldDuration from the contact record.
Average Interruption Time – Average of total agent interruption time while talking to a contact. Calculating the average duration of agent interruptions during contact conversations involves summing the interruption intervals within each conversation and dividing the total by the number of conversations that experienced at least one interruption.
Average Interruptions – Quantifies the average frequency of agent interruptions during customer interactions by dividing the total number of agent interruptions by the total number of contacts.
Average Non-Talk Time – Average of total non-talk time in a voice conversation, referring to the combined duration of hold time and periods of silence exceeding 3 seconds. Calculated by summing all silent intervals and dividing by the number of contacts.
Average Outbound After Contact Work Time – Average time agents spent on After Contact Work (ACW) for an outbound contact.
Average Outbound Connecting Time – The average time between when an outbound contact is initiated by Amazon Connect reserving the agent for the contact, and the agent is connected.
Average Outbound Interaction Time – Average time agents spent interacting with customers during outbound contacts.
Average Pause Time – Average time that contact got paused after being connected to an agent during inbound and outbound contacts. This metric can be retrieved by using AVG_AGENT_PAUSE_TIME in the GetMetricDataV2 API.
Average Queue Abandon Time – Average time contacts waited in the queue before being abandoned. Calculated by averaging the difference between EnqueueTimestamp and DequeueTimestamp for abandoned contacts.
Average Queue Answer Time – Average time contacts waited in the queue before being answered by an agent. Includes time during the agent whisper.
Average Resolution Time – Average time from the initiation of a contact to its resolution, defined from InitiationTimestamp to the later of AfterContactWorkEndTimestamp or DisconnectTimestamp.
Average Talk Time – Average time spent talking during a voice contact by either the customer or the agent. Calculated by summing all conversation intervals and dividing by the number of contacts.
Average Talk Time Agent – Average time an agent spent talking during a conversation. Calculated by summing durations when the agent was speaking and dividing by the number of contacts.
Average Talk Time Customer – Average time a customer spent talking during a conversation. Calculated by summing durations when the customer was speaking and dividing by the number of contacts.
Callback Attempts – Number of contacts where a callback was attempted but not picked up by the customer.
Callback Connecting Time – The total time between when a callback contact is initiated by Amazon Connect reserving the agent for the contact, and the agent is connected.
This metric can be retrieved by using SUM_CONNECTING_TIME_AGENT with a MetricFilters parameter set in the GetMetricDataV2 API as follows:
MetricFilterKey = INITIATION_METHOD
MetricFilterValues = API
Callback Contacts – Count of contacts initiated from a queued callback.
Callback Contacts Handled – Count of queued callback contacts handled by an agent.
Cases Created – Count of all cases created.
Cases Reopened – Number of times cases have been reopened.
Cases Resolved – Number of times cases have been resolved.
Cases Resolved on First Contact – Percentage of cases resolved on the first contact.
Contact Abandoned – The count of contacts disconnected without being connected to an agent. Contacts queued for callback are not counted as abandoned. For customized historical reports, include this metric on the Groupings tab by choosing either Queue or Phone Number.
Contact Disconnected – Sum of contacts disconnected in a queue. Can be filtered by Disconnect Reason.
Contact Flow Time – Total time a contact spent in a flow. Outbound contacts are not included as they don’t start in a flow.
Contact Handle Time – The total time an agent spent on contacts, including Customer Hold Time and After Contact Work Time. This includes any time spent on contacts while in a custom status (any status other than Available or Offline, such as Training). Note that contact handle time includes any time the agent was Offline and made an outbound call, even if the call was personal. To exclude the amount of time spent in a custom status, see Agent on Contact Time.
Contacts Abandoned in X Seconds – The count of contacts disconnected without being connected to an agent for 0 to X (Threshold) seconds.
Contacts Agent Hung Up First – The count of contacts disconnected where the agent disconnected before the customer.
Contacts Answered in X Seconds – The count of contacts that were answered by an agent between 0 and X (Threshold) seconds of being placed in the queue, based on the value of EnqueueTimestamp. The possible values for X are the same as those listed for ‘Contacts Abandoned in X Seconds’.
Contacts Created – The count of contacts in a queue.
Contacts Handled – The count of contacts that were connected to an agent. It includes any contact connected to an agent, regardless of how it was initiated. This metric increments each time an agent is connected to a contact. Contacts handled is incremented when a contact disconnects. For real-time updates as soon as a contact is connected to an agent, refer to Contacts handled by Connected to agent.
Contacts Handled Incoming – Counts incoming contacts handled by an agent, including inbound and transferred contacts across all channels. Note that new incoming chats are excluded; only transferred chats are counted.
Contacts Handled Outbound – Counts outbound contacts handled by an agent, including those initiated by an agent using the CCP.
Contacts Handled by Connected to Agent – Counts contacts connected to an agent, updated immediately upon connection.
Contacts Hold Agent Disconnect – The count of contacts disconnected by the agent while the customer was on hold.
Contacts Hold Customer Disconnect – The count of contacts disconnected by the customer while on hold.
Contacts Hold Disconnect – The count of contacts disconnected while the customer was on hold, including those by both the agent and the customer.
Contacts Incoming – The count of incoming contacts, encompassing both inbound and transferred contacts.
Contacts Put on Hold – The count of contacts put on hold by an agent one or more times.
Contacts Queued – The count of contacts placed in the queue. For real-time updates as soon as a contact is enqueued, refer to Contacts queued by Enqueue.
Contacts Queued by Enqueue – The count of contacts placed in the queue, updated immediately upon enqueuing.
Contacts Resolved in X – The count of contacts with a resolution duration between 0 and X (Threshold) seconds after initiation. Custom duration options available up to 7 days.
Contacts Transferred In – The count of contacts transferred in from queue to queue, and by an agent using the CCP.
Contacts Transferred In by Agent – The count of contacts transferred in by an agent using the CCP.
Contacts Transferred In from Queue – The count of contacts transferred to the queue from another in a Transfer to queue flow.
Contacts Transferred Out – The count of contacts transferred out from queue to queue, and by an agent using the CCP. This metric includes all transferred contacts, not limited to those connected to an agent before being transferred out.
Contacts Transferred Out External – The count of contacts an agent transferred from the queue to an external source.
Contacts Transferred Out Internal – The count of contacts for the queue that an agent transferred to an internal source.
Contacts Transferred Out Queue – The count of contacts transferred from the queue to another queue in a Transfer to queue flow.
Contacts Transferred Out by Agent – The count of contacts transferred out by an agent using the CCP. This metric is limited to contacts who were connected to an agent before that agent transferred them out.
Current Cases – The total count of cases existing in a given domain.. The queried time window should be limited to 5 minutes for accurate data.
Customer Hold Time – Total time customers spent on hold after being connected to an agent. This metric does not include time spent in a queue.
Error Status Time – Total time contacts were in an error status for a specific agent.
Idle Time – After the agent sets their status in the CCP to Available, this is the amount of time they weren’t handling contacts plus any time their contacts were in an Error state. Agent idle time doesn’t include the amount of time from when Amazon Connect starts routing the contact to the agent, to when the agent picks up or declines the contact.
This metric can’t be grouped or filtered by queue. For example, when you create a historical metrics report and filter by one or more queues, Agent idle time is not displayed. Incoming Connecting Time – The total time between when a contact is initiated by Amazon Connect reserving the agent for the contact, and the agent is connected. In the agent event stream, this is the duration between the contact state of STATE_CHANGE event changes from CONNECTING to CONNECTED/MISSED/ERROR.
Interaction Time – Total time that agents spent interacting with customers on inbound and outbound contacts. This does not include Customer Hold Time, After Contact Work Time, or Agent Pause Duration (which applies only to tasks).
Interaction and Hold Time – Sum of Agent interaction time and Customer hold time.
Longest Queued Time – The longest time a contact waited in the queue, including all contacts, even those not connected with an agent.
Non-Adherent Time – Total time an agent was not in an Available status during productive shift activity or not in a non-productive status during non-productive shift activity. Warning - This metric is available only in AWS Regions where Forecasting, capacity planning, and scheduling is available.
Non-Productive Time (NPT) – Total time agents spent in a custom status, not necessarily indicating unproductive time. Agents can handle contacts while in a custom status. Agents can be counted as On contact and NPT simultaneously if they handle contacts while in a custom status.
Non-Response – The count of contacts routed to an agent but not answered by that agent, including contacts abandoned by the customer. If a contact is not answered by a given agent, it is attempted to be routed to another agent to handle; the contact is not dropped. Because a single contact can be missed multiple times (including by the same agent), it can be counted multiple times - once for each time it is routed to an agent but not answered. This metric appears as Contacts missed in scheduled reports and exported CSV files.
Non-Response Without Customer Abandons – The count of contacts routed to an agent but not answered by that agent, excluding contacts abandoned by the customer. If a contact is not answered by a given agent, Amazon Connect attempts to route it to another agent to handle; the contact is not dropped. Because a single contact can be missed multiple times (including by the same agent), it can be counted multiple times - once for each time it is routed to an agent but not answered.
Non-Talk Time Percent – The silent intervals in a voice conversation as a percentage of the total conversation duration. Available only for contacts analyzed by Contact Lens conversational analytics.
Occupancy – Percentage of time that agents were active on contacts. This percentage is calculated as follows:
Formula:
(Agent on contact (wall clock time) / Agent idle time + Agent on contact (wall clock time)) × 100%
Occupancy doesn’t account for concurrency. An agent is considered 100% occupied for a given interval if they are handling at least one contact for that entire duration. On Contact Time – Total time that an agent spent on a contact, including Customer Hold Time and After Contact Work Time. This does not include time spent on a contact while in a custom status or Offline status. For including time spent in a custom status and Offline status, refer to Contact handle time.
Online Time – Total time that an agent spent with their CCP set to a status other than Offline. This includes any time spent in a custom status. This metric can’t be grouped or filtered by queue, phone number, or channels when creating historical metrics reports.
Outbound Connecting Time – Total time between when an outbound contact is initiated by Amazon Connect reserving the agent for the contact, and the agent is connected.
Scheduled Time – Total time an agent was scheduled (either for productive or non-productive time) and Adherence for those shifts was set to Yes.
This metric is available only in AWS Regions where Forecasting, capacity planning, and scheduling is available. Service Level X – Percentage of contacts removed from the queue between 0 and X seconds after being added to it. A contact is removed from a queue when an agent answers the contact, the customer abandons the contact, or the customer requests a call back.
Talk Time Agent Percent – The talk time by an agent in a voice conversation as a percent of the total conversation duration. To calculate this metric, Amazon Connect totals all the intervals in which an agent was engaged in conversation (talk time agent), and then divides this total by the total conversation duration.
Talk Time Customer Percent – The talk time by a customer in a voice conversation as a percent of the total conversation duration. To calculate this metric, Amazon Connect totals all the intervals in which a customer was engaged in conversation, and then divides this total by the total conversation duration.
This metric is available only for contacts analyzed by Contact Lens conversational analytics. Talk Time Percent – The talk time in a voice conversation as a percent of the total conversation duration. To calculate talk time percent, Amazon Connect totals all the intervals in which either an agent, a customer, or both were engaged in conversation (talk time), and then divides this total by the total conversation duration.
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
Calculation Parameters¶
The Grid function has these optional parameters:
Agents – Allows you to select from a list of agents.
Queues – Allows you to select from a list of queue names.
Threshold – Time in seconds. Calls with queue time lower than the threshold will be considered as handled in service level. The possible threshold values are 15, 20, 25, 30, 45, 60, 90, 120, 180, 240, 300, and 600.
Calculation Intervals¶
This Grid function supports these intervals:
Interval Type: 15 Minutes, Number of Intervals: 1-8, Interval Offset: 0-96
Interval Type: 30 Minutes, Number of Intervals: 1-4, Interval Offset: 0-48
Interval Type: Hour, Number of Intervals: 1-24, Interval Offset: 0-168
Interval Type: Day, Number of Intervals: 1-7, Interval Offset: 0-7
Interval Type: Week, Number of Intervals: 1-4, Interval Offset: 0-4
Interval Type: Month, Number of Intervals: 1, Interval Offset: 0-2