Queue Statistics Historical

Calculates interval 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.

  • 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.

  • 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 – The percent of contacts that were disconnected without being connected to an agent. Contacts queued for callback are not counted as abandoned.

  • Adherence – The percentage of time that an agent correctly follows their schedule. This is measured by tracking if an agent is in an Available agent status when they should be in productive state. This percentage is calculated as follows:

    Formula:

    (Total Adherent Minutes / Total Scheduled Adherence Minutes) × 100%

    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 Non-Productive status (for example, a custom status), when the shift activity is Non-Productive. Otherwise the agent is considered non-adherent. This means that if a shift activity is named Lunch but marked as productive, the agent is considered adherent if they are in the Available agent status. This metric is available only in AWS Regions where Forecasting, capacity planning, and scheduling is available.

  • Adherent Time – The total time an agent was in an Available status when their shift activity is productive or was is in 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 that an agent spent doing ACW for a contact. In some businesses, also known as Call Wrap Up time.

    You specify the amount of time an agent has to do ACW in their agent configuration settings. 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.

  • Agent Answer Rate – Percentage of contacts routed to an agent that were answered.

  • Average Abandon Time – Average time that contacts waited in the queue before being abandoned. This is calculated by averaging the difference between EnqueueTimestamp and DequeueTimestamp (from the contact record) for abandoned contacts.

    A contact is considered abandoned if it was removed from a queue but not answered by an agent or queued for callback.

  • Average Active Time – The average time, from start to finish, that an agent was working on a contact (average active time). It includes talk time, hold time, and After Contact Work (ACW) time. It applies to both inbound and outbound calls. Average Active Time does not include any time spent in a custom status; Contact handle time (CHT) does include it.

  • 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 (from the contact record) for all contacts included in the report, based on the selected filters.

  • 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 Contact Duration – The average duration of a contact is calculated by taking the difference between their initiation time and their disconnect time (from the contact record) 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 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 All Contacts – Average hold time for all contacts handled by an agent. The calculation includes contacts that were never put on hold. This metric is available only by using the GetMetricDataV2 API; it is not available in the Amazon Connect admin website.

  • Average Greeting Time – This metric 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 (average handled time). 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 Hold Time – Average time that customers spent on hold while connected to an agent. This is calculated by averaging CustomerHoldDuration (from the contact record).

  • Average Holds – This metric 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, providing an average representation of the number of holds experienced per contact.

  • Average 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 Interaction And Hold Time – Sum of Agent interaction time and Customer hold time.

  • Average 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).

  • 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 – This metric 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. Non-talk time refers to the combined duration of hold time and periods of silence exceeding 3 seconds, during which neither the agent nor the customer is engaged in conversation. To calculate non-talk time, we add up all the intervals in which both participants remained silent and then divide this total by the number of contacts.

  • Average Outbound After Contact Work Time – Average time that agents spent doing 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 that agents spent interacting with a customer during an outbound contact.

  • Average Pause Time – Average time that contact got paused after being connected to agent during inbound and outbound contacts.

  • Average Queue Answer Time – Average time that contacts waited in the queue before being answered by an agent. In some businesses, this is also known as average speed of answer (ASA).

    Average queue answer time also includes the time during the agent whisper, because the contact remains in queue until the agent whisper is completed.

    This is the average of Duration (from the contact record).

  • Average Resolution Time – This metric is available only by using the GetMetricDataV2 API; it is not available in the Amazon Connect admin website.

    The average time, beginning from the time a contact was initiated to the time it resolved. The resolution time for a contact is defined as: beginning from InitiationTimestamp, and ending at AfterContactWorkEndTimestamp or DisconnectTimestamp, whichever one is later.

  • Average Talk Time – Average time that was spent talking during a voice contact across either the customer or the agent. This is calculated by summing up all the intervals in which either an agent, a customer, or both were engaged in conversation, and then dividing it by the total number of contacts. This metric is available only for contacts analyzed by Contact Lens conversational analytics.

  • Average Talk Time Agent – Average time that was spent talking in a conversation by an agent. This is calculated by summing up the durations of all intervals during which the agent was speaking and then dividing that sum by the total number of contacts. This metric is available only for contacts analyzed by Contact Lens conversational analytics.

  • Average Talk Time Customer – Average time that was spent talking in a conversation by a customer. This is calculated by summing up the durations of all intervals during which the customer was speaking and then dividing that sum by the total number of contacts. This metric is available only for contacts analyzed by Contact Lens conversational analytics.

  • Callback Attempts – The number of contacts where a callback was attempted, but the customer did not pick up.

  • Callback Contacts Handled – The count of contacts that were initiated from a queued callback and handled by an agent.

  • Contact Disconnected – Sum of contacts disconnected in a queue. The metric can be filtered by Disconnect Reason.

  • Contact Flow Time – Total time a contact spent in a flow. Outbound contacts don’t start in a flow, so outbound contacts aren’t included.

  • Contact Handle Time – Total time that 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. (Custom status = the agent’s CCP status is other than Available or Offline. For example, Training would be a custom status.) Contact handle time includes any time the agent was Offline and made an outbound call, even if the call was personal.

  • Contacts Abandoned – The count of contacts disconnected without being connected to an agent. Contacts queued for callback are not counted as abandoned. When you create customized historical reports, to include this metric, on the Groupings tab choose either Queue or Phone Number.

  • Contacts Abandoned In X Seconds – The count of contacts disconnected without being connected to an agent for 0 to 604800 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 604800 seconds of being placed in the queue, based on the value of EnqueueTimestamp.

  • Contacts Created – The count of contacts in a queue. The metric can be filtered by initiation methods.

  • Contacts Handled – The count of contacts that were connected to an agent.

    It doesn’t matter how the contact got to the agent. It could be a customer calling your contact center, or an agent calling the customer. It could be a contact transferred from one agent to another. It could be a contact where the agent answered it, but then they weren’t sure what to do and they transferred the contact away again. As long as the agent was connected to the contact, it increments Contacts handled.

  • Contacts Handled By Connected To Agent – The count of contacts that were connected to an agent, updated as soon as a contact is connected to an agent.

  • Contacts Handled Incoming – The count of incoming contacts that were handled by an agent, including inbound contacts and transferred contacts. This includes contacts for all channels, such as voice, chat, tasks.

  • Contacts Handled Outbound – The count of outbound contacts that were handled by an agent. This includes contacts that were initiated by an agent using the CCP.

  • Contacts Hold Abandons – The count of contacts disconnected while the customer was on hold. This includes both contacts disconnected by the agent and contacts disconnected by the customer.

  • Contacts Hold Agent Abandons – The count of contacts that were disconnected by the agent while the customer was on hold.

  • Contacts Hold Customer Abandons – The count of contacts that were disconnected by the customer while the customer was on hold.

  • Contacts Missed – 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, we attempt 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.

  • Contacts Missed 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.

  • 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.

  • Contacts Queued By Enqueue – The count of contacts placed in the queue, updated as soon as a contact is enqueued. Contacts queued (enqueue timestamp) is aggregated on the ENQUEUE timestamp.

  • Contacts Resolved In X – The count of contacts that have a resolution duration between 0 and 604800 seconds after being initiated based on InitiationTimestamp. The resolution time for a contact is defined as: beginning from InitiationTimestamp, and ending at AfterContactWorkEndTimestamp or DisconnectTimestamp, whichever one is later.

    The GetMetricDataV2 API enables you to create custom duration to get this metric. Choose from additional durations, such as minutes, hours, or days. The maximum duration for a custom value is 7 days. That’s because in Amazon Connect you can’t have a contact that lasts longer than 7 days.

  • Contacts Step Expired Percent – Refers to the percentage of contacts that have reached a specific step in a contact flow but have not progressed further within the expected time frame.

  • Contacts Step Joined Percent – Refers to the percentage of contacts that have reached a specific step in a contact flow and have progressed further within the expected time frame

  • Contacts Transferred In – The count of contacts transferred in from queue to queue, and transferred in 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 transferred out by an agent using the CCP.

  • Contacts Transferred Out External – The count of contacts that an agent transferred from the queue to an external source, such as a phone number other than the phone number for your contact center.

  • Contacts Transferred Out From Queue – The count of contacts transferred from the queue to another queue in a Transfer to queue flow.

  • Contacts Transferred Out Internal – The count of contacts transferred out by an agent using the CCP.

  • Customer Hold Time – Total time that customers spent on hold after being connected to an agent. This includes time spent on a hold when being transferred, but does not include time spent in a queue.

  • Interaction And Hold Time – Sum of Agent interaction time and Customer hold time.

  • 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).

  • Longest Queued Time – The longest time that a contact spent waiting in the queue. This includes all contacts added to the queue, even if they were not connected with an agent, such as abandoned contacts.

  • Name – The name of the Queue.

  • Non Adherent Time – This metric is available only in AWS Regions where Forecasting, capacity planning, and scheduling is available.

    Total time an agent was not in an Available status when their shift activity is productive or not in a non-productive status when their shift activity is non-productive. This metric is available only in AWS Regions where Forecasting, capacity planning, and scheduling is available.

  • Non Talk Time Percent – The non-talk time in a voice conversation as a percent of the total conversation duration. To calculate non-talk time percent, Amazon Connect totals all the intervals in which participants remained silent (non-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.

  • Service Level – Percentage of contacts removed from the queue between 0 and X after being added to it. A contact is removed from a queue when the following occurs - an agent answers the contact, the customer abandons the contact, or the customer requests a call back.

  • Step Contacts Queued – The count of contacts that have reached a specific step in a contact flow and are currently in the queue.

  • 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 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. This metric is available only for contacts analyzed by Contact Lens conversational analytics.

Calculation Parameters

The Grid function has these optional parameters:

  • 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. One threshold value has to be selected, otherwise the ServiceLevel column will show 0.