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.
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). Agent Name – The name of the agent.
Channel – How the contact reached the contact center.
Can be either Voice, Chat, Email, 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.