Statistics Historical¶
Displays historical data for a queue in a tabular format.
Depending on the KPI Function, the following parameters may be used:
Agents – Allows you to select from a list of agents.
Queues – Allows you to select from a list of queue names.
Threshold – Allows you to set a threshold value.
Average Active Time¶
Returns 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.
Parameters: Agents, Queues
Average Callback Connecting Time¶
Returns the average time between when a callback contact is initiated by Amazon Connect reserving the agent for the contact, and the agent is connected.
Parameters: Agents, Queues
Average Case Resolution Time¶
Returns the average amount of time spent to resolve a case during the provided time interval.
Parameters: Agents
Average Contact Duration¶
Returns 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.
Parameters: Agents, Queues
Average Contacts Per Case¶
Returns the average number of contacts (calls, chat, and tasks) for cases created during the provided time interval.
Parameters: Agents
Average Conversation Duration¶
Returns 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.
Parameters: Agents, Queues
Average Customer Hold Time¶
Returns 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.
Parameters: Agents, Queues
Average Customer Hold Time All Contacts¶
Returns average hold time for all contacts handled by an agent. The calculation includes contacts that were never put on hold.
Parameters: Agents, Queues
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.
Parameters: Agents, Queues
Average Handle Time¶
Returns 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.
Parameters: Agents, Queues
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.
Parameters: Agents, Queues
Average Incoming Connecting Time¶
Returns 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.
Parameters: Agents, Queues
Average Interaction And Customer Hold Time¶
Returns 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.
Parameters: Agents, Queues
Average Interaction Time¶
Returns average time that agents interacted with customers during inbound and outbound contacts. This does not include Customer Hold Time or After Contact Work Time.
Parameters: Agents, Queues
Average Interruption Time¶
Returns 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.
Parameters: Agents, Queues
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.
Parameters: Agents, Queues
Average Non Talk Time¶
Returns 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.
Parameters: Agents, Queues
Average Outbound After Contact Work Time¶
Returns average time agents spent on After Contact Work (ACW) for an outbound contact.
Parameters: Agents, Queues
Average Outbound Connecting Time¶
eturns the average time between when an outbound contact is initiated by Amazon Connect reserving the agent for the contact, and the agent is connected.
Parameters: Agents, Queues
Average Outbound Interaction Time¶
Returns average time agents spent interacting with customers during outbound contacts.
Parameters: Agents, Queues
Average Pause Time¶
Returns 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.
Parameters: Agents, Queues
Average Queue Abandon Time¶
Returns average time contacts waited in the queue before being abandoned. Calculated by averaging the difference between EnqueueTimestamp and DequeueTimestamp for abandoned contacts.
Parameters: Agents, Queues
Average Queue Answer Time¶
Returns average time contacts waited in the queue before being answered by an agent. Includes time during the agent whisper.
Parameters: Agents, Queues
Average Resolution Time¶
Returns average time from the initiation of a contact to its resolution, defined from InitiationTimestamp to the later of AfterContactWorkEndTimestamp or DisconnectTimestamp.
Parameters: Agents, Queues
Average Talk Time¶
Returns 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.
Parameters: Agents, Queues
Average Talk Time Agent¶
Returns 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.
Parameters: Agents, Queues
Average Talk Time Customer¶
Returns 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.
Parameters: Agents, Queues
Callback Attempts¶
Returns the number of contacts where a callback was attempted but not picked up by the customer.
Parameters: Agents, Queues
Callback Contacts Handled¶
Returns the count of queued callback contacts handled by an agent.
Parameters: Agents, Queues
Cases Created¶
Returns the count of all cases created.
Parameters: Agents
Cases Reopened¶
Returns the number of times cases have been reopened.
Parameters: Agents, Queues
Cases Resolved¶
Returns the number of times cases have been resolved.
Parameters: Agents, Queues
Cases Resolved On First Contact¶
Returns the percentage of cases resolved on the first contact.
Parameters: Agents, Queues
Contacts Abandoned¶
Returns 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.
Parameters: Agents, Queues
Contacts Abandoned In X Seconds¶
Returns the count of contacts disconnected without being connected to an agent for 0 to X seconds.
Parameters: Agents, Queues, Threshold
Contacts Agent Hung Up First¶
Returns the count of contacts disconnected where the agent disconnected before the customer.
Parameters: Agents, Queues
Contacts Answered In X Seconds¶
Returns the count of contacts that were answered by an agent between 0 and X 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’.
Parameters: Agents, Queues, Threshold
Contacts Created¶
Returns the count of contacts in a queue.
Parameters: Agents, Queues
Contacts Disconnected¶
Returns the sum of contacts disconnected in a queue. Can be filtered by Disconnect Reason.
Parameters: Agents, Queues
Contacts Flow Time¶
Returns the total time a contact spent in a flow. Outbound contacts are not included as they don’t start in a flow.
Parameters: Agents, Queues
Contacts Handle Time¶
Returns 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.
Parameters: Agents, Queues
Contacts Handled¶
Returns 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.
Parameters: Agents, Queues
Contacts Handled By Connected To Agent¶
Counts contacts connected to an agent, updated immediately upon connection.
Parameters: Agents, Queues
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.
Parameters: Agents, Queues
Contacts Handled Outbound¶
Counts outbound contacts handled by an agent, including those initiated by an agent using the CCP.
Parameters: Agents, Queues
Contacts Hold Agent Disconnect¶
Returns the count of contacts disconnected by the agent while the customer was on hold.
Parameters: Agents, Queues
Contacts Hold Customer Disconnect¶
Returns the count of contacts disconnected by the customer while on hold.
Parameters: Agents, Queues
Contacts Hold Disconnect¶
Returns the count of contacts disconnected while the customer was on hold, including those by both the agent and the customer.
Parameters: Agents, Queues
Contacts Put On Hold¶
Returns the count of contacts put on hold by an agent one or more times.
Parameters: Agents, Queues
Contacts Queued¶
Returns 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.
Parameters: Agents, Queues
Contacts Queued By Enqueue¶
Returns the count of contacts placed in the queue, updated immediately upon enqueuing.
Parameters: Agents, Queues
Contacts Resolved In X¶
Returns the count of contacts with a resolution duration between 0 and X seconds after initiation. Custom duration options available up to 7 days.
Parameters: Agents, Queues, Threshold
Contacts Transferred In¶
Returns the count of contacts transferred in from queue to queue, and by an agent using the CCP.
Parameters: Agents, Queues
Contacts Transferred In By Agent¶
Returns the count of contacts transferred in by an agent using the CCP.
Parameters: Agents, Queues
Contacts Transferred In From Queue¶
Returns the count of contacts transferred to the queue from another in a Transfer to queue flow.
Parameters: Agents, Queues
Contacts Transferred Out¶
Returns 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.
Parameters: Agents, Queues
Contacts Transferred Out By Agent¶
Returns 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.
Parameters: Agents, Queues
Contacts Transferred Out External¶
Returns the count of contacts an agent transferred from the queue to an external source.
Parameters: Agents, Queues
Contacts Transferred Out Internal¶
Returns the count of contacts for the queue that an agent transferred to an internal source.
Parameters: Agents, Queues
Contacts Transferred Out Queue¶
Returns the count of contacts transferred from the queue to another queue in a Transfer to queue flow.
Parameters: Agents, Queues
Current Cases¶
Returns the total count of cases existing in a given domain.. The queried time window should be limited to 5 minutes for accurate data.
Parameters: Agents, Queues
Customer Hold Time¶
Returns the total time customers spent on hold after being connected to an agent. This metric does not include time spent in a queue.
Parameters: Agents, Queues
Error Status Time¶
Returns the total time contacts were in an error status for a specific agent.
Parameters: Agents, Queues
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.
Parameters: Agents
Incoming Connecting Time¶
Returns 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.
Parameters: Agents, Queues
Interaction And Hold Time¶
Returns the sum of Agent interaction time and Customer hold time.
Parameters: Agents, Queues
Interaction Time¶
Returns 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).
Parameters: Agents, Queues
Longest Queued Time¶
Returns the longest time a contact waited in the queue, including all contacts, even those not connected with an agent.
Parameters: Agents, Queues
Non-Adherent Time¶
Returns the 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.
Parameters: Agents, Queues
Non-Productive Time¶
Returns the 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.
Parameters: Agents
Non-Response¶
Returns 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.
Parameters: Agents, Queues
Non-Response Without Customer Abandons¶
Returns 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.
Parameters: Agents, Queues
Non Talk Time Percent¶
Returns 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.
Parameters: Agents, Queues
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%
Parameters: Agents
On Contact Time¶
Returns 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.
Parameters: Agents, Queues
Online Time¶
Returns the 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.
Parameters: Agents
Outbound Connecting Time¶
Returns total time between when an outbound contact is initiated by Amazon Connect reserving the agent for the contact, and the agent is connected.
Parameters: Agents, Queues
Scheduled Time¶
Returns the total time an agent was scheduled (either for productive or non-productive time) and Adherence for those shifts was set to Yes.
Parameters: Agents, Queues
Service Level¶
Returns the 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.
Parameters: Agents, Queues, Threshold
Talk Time Agent Percent¶
Returns 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.
Parameters: Agents, Queues
Talk Time Customer Percent¶
Returns 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.
Parameters: Agents, Queues
Talk Time Percent¶
Returns 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.
Parameters: Agents, Queues
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.
Parameters: Agents, Queues
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%
Parameters: Agents, Queues
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.
Parameters: Agents, Queues
After Contact Work Time¶
Returns 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.
Parameters: Agents, Queues
Answer Rate¶
Returns the percentage of contacts routed to an agent that were answered.
Parameters: Agents, Queues
Average After Contact Work Time¶
Returns the 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.
Parameters: Agents, Queues
Callback Connecting Time¶
Returns 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 as follows - MetricFilterKey = INITIATION_METHOD, MetricFilterValues = API, in the GetMetricDataV2 API.
Parameters: Agents, Queues
Contacts Handled¶
Returns 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.
Parameters: Agents, Queues