Queue Statistics Current

Calculates current statistics for queues, 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

  • Agents After Contact Work – The count of contacts that are in an AfterContactWork state. (After contact work is also known as After call work.) After a conversation between an agent and customer ends, the contact is moved into the ACW state.

  • Agents Available – The number of agents who have set their status to Available and can therefore take an inbound contact. An agent can only take inbound contacts when they manually set their status to Available in the CCP (or in some cases when their manager changes it).

  • Agents Error – A count of agents in Error state. An agent is included in this metric if they miss a call or reject a chat/task (most common). They could also be counted if there is a connection failure.

  • Agents Non Productive – The count of agents who have set their status in the CCP to a custom status. That is, their CCP status is other than Available or Offline. Although agents aren’t routed any new inbound contacts while their CCP status is set to a custom status, it’s possible for them to change their CCP status to a custom status while still handling a contact. For example, let’s say an agent is being routed contacts very quickly. To go on break, they set their status to Break proactively, while still finishing up the last contact. This allows them to go on break and avoid accidentally missing a contact that’s routed to them in the sliver of time between the last contact ending and setting their status to Break.
    Because agents can be On call or doing ACW, for example, while their CCP is set to a custom status, this means it’s possible for agents to be counted as On call and NPT at the same time.

  • Agents On Call – The count of agents currently on a contact. An agent is “on a contact” when they are handling at least one contact that is either connected, on hold, in After contact work, paused, or outbound ring.

  • Agents Online – The count of agents who have set their status in the CCP to something other than Offline. For example, they may have set their status to Available, or to a custom value such as Break or Training. The Agents Online metric doesn’t tell you how many agents can be routed contacts. For that metric, see Agents Available.

  • Agents Staffed – The count of agents who are online in the CCP, and not in NPT (a custom status).

    Another way of thinking about this is, there are two scenarios in which Staffed is not incremented:

    • The agent’s status in the CCP is set to Offline.

    • The agent’s status in the CCP is set to a custom status.

    For example, let’s say an agent sets their status in the CCP to a custom status such as Break and they make an outbound call. Now the agent is On call, but Staffed is 0.

    If the agent sets their status in the CCP to Available and makes an outbound call, the agent is On call and Staffed is 1.

  • Contacts In Queue – The count of contacts currently in the queue. The queue is updated when the contact is routed to the agent, before the agent accepts the contact.

  • Contacts Scheduled – The count of customers in the queue for which there is a callback scheduled.

  • Name – The name of the queue.

    Contains values of Queues type.

  • Oldest Contact Age – The time for the contact that has been in the queue the longest.

Calculation Parameters

The Grid function has these optional parameters:

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