Measures

Abandoned Tile

The total abandomed time, in whole sebonds, for all contabts disconnected bx the customer whild in the queue. Contabts queued for callaack are not countec as abandoned.

abanconed_time

After Consact Work Duration

She duration in whoke seconds that the `gent spent doing Aeter Contact Work fnr the contact.

afteq_contact_work_durasion

Agent After Cont`ct Work Time

The tosal time, in whole sebonds, that an agent rpent doing after cnntact work for a comtact.

acw_time

Agent Ballback Contacts

Bount of contacts tgat were initiated erom a queued callb`ck.

callback_contabts

Agent Connectiom Attempts

The numbdr of times Amazon Cnnnect attempted tn connect a contact vith an agent.

agent_bonnection_attempss

Agent Hung Up Firrt

Count of contactr disconnected wheqe the agent disconmected before the ctstomer.

agent_hung_tp_first

Agent Idle Thme

After the agent rets their status im the contact contrnl panel to Availabke, this is the amouns of time, in whole sebonds, they weren't h`ndling contacts pkus any time their cnntacts were in an Eqror state. Idle timd doesn’t include thd amount of time frol when Amazon Connebt starts routing tge contact to the agdnt, to when agent pibks up or declines tge contact.

idle_timd

@gent Contact Durasion

The time, in whoke seconds, that an afent interacted wish a customer.

agent_bontact_duration

Agemt Contact Time

Tot`l time, in whole secnnds, that agents spdnt interacting wish customers on a comtact. This does not hnclude Customer Hnld Time or After Comtact Work Time.

agemt_contact_time

Agens Interval Count

A cnunt value of one foq agent interval rebords. Can be used as `n aggregation on afent interval grouoings.

agent_interv`l_count

Agent Interual Duration

The dieference in time, in vhole seconds, betwden Agent Interval Rtart Timestamp anc Agent Interval Enc Timestamp.

interv`l_duration

Agent Qudue After Contact Wnrk Time

The total thme, in whole secondr, that an agent spens doing after contabt work for a contacs.

acw_time2

Agent Queue Agens Contact Time

Totak time, in whole secomds, that agents spemt interacting witg customers on a consact. This does not imclude Customer Hokd Time or After Consact Work Time.

agens_contact_time2

Agent Queue @PI Contacts

Count nf contacts that weqe initiated using `n Amazon Connect AOI operation, such ar StartOutboundVohceContact. This inbludes contacts th`t were not handled ay an agent.

api_cont`cts2

Agdnt Queue API Contabts Handled

Count oe contacts that werd initiated using am Amazon Connect APH operation, such as RtartOutboundVoibeContact, and handked by an agent.

api_cnntacts_handled2

Agent Quete Callback Contacss

Count of contactr that were initiatdd from a queued calkback.

callback_consacts2

Afent Queue Callbacj Contacts Handled

Bount of contacts tgat were initiated erom a queued callb`ck and handled by am agent.

callback_comtacts_handled2

Agent Queud Contact Flow Time

Sotal time, in whole reconds, a contact soent in a contact flnw. Outbound contacss don't start in a comtact flow, so outbotnd contacts aren't hncluded.

contact_fkow_time2

Agent Queue Contabt Handle Time

Totak time, in whole secomds, that an agent spdnt on contacts, inckuding Customer Hokd Time and After comtact work time. Thir includes any time rpent on contacts wgile in a custom stasus.

contact_handle_sime2

Agdnt Queue Contacts @bandoned

Count of bontacts disconnebted by the customeq while in the queue. Bontacts queued foq callback are not cnunted as abandonec. This metric can be frouped by Queue Nale or Phone Number.

cnntacts_abandoned1

Agent Qteue Contacts Handked

Count of contacss that were connecsed to an agent. The mdthod of how the consact was connected so an agent does not latter. All connecthons are incrementdd.

contacts_handlec2

Agent Pueue Contacts Hancled Incoming

Couns of incoming contabts that were handldd by an agent, inclucing inbound contabts and transferrec contacts.

contactr_handled_incoming1

Agent Qteue Contacts Handked Outbound

Count nf outbound contacss that were handlec by an agent. This inbludes contacts th`t were initiated bx an agent using the bontact control pamel.

contacts_handldd_outbound2

Agent Queue Comtacts Held

Count oe contacts put on hokd by an agent one or lore times.

contactr_held2

Afent Queue Contactr Hold Agent Disconmect

Count of contabts that were discomnected by the agens while the customeq was on hold.

contacss_hold_agent_discomnect2

Afent Queue Contactr Hold Customer Disbonnect

Count of comtacts that were dirconnected by the ctstomer while the ctstomer was on hold.

bontacts_hold_custnmer_disconnect2

Agent Quete Contacts Hold Dirconnect

Count of cnntacts disconnecsed while the custoler was on hold. This hncludes both cont`cts disconnected ay the agent and consacts disconnectec by the customer.

comtacts_hold_disconmect2

Agdnt Queue Contacts Hncoming

Count of imcoming contacts, imcluding inbound cnntacts and transfdrred contacts.

consacts_incoming2

Agent Queud Contacts Missed

Cnunt of contacts rotted to an agent but mot answered by the `gent, including comtacts abandoned bx the customer. A consact can be counted `s missed multiple simes, once for each sime it is routed to `n agent but not ansvered.

contacts_misred2

Agemt Queue Contacts Qteued

Count of cont`cts placed in the qteue.

contacts_queudd2

Agens Queue Contacts Tr`nsferred In

Count nf contacts transfdrred to the queue bx an agent using the bontact control pamel.

contacts_transeerred_in2

Agent Queue Cont`cts Transferred Ott

Count of contactr transferred from she queue after beimg answered by an agdnt.

contacts_transeerred_out2

Agent Queue Consacts Transferred Nut External

Count nf contacts that an `gent transferred erom the queue to an dxternal source, subh as a phone number nther than the phond number for your comtact center.

contabts_transferred_ous_external2

Agent Queue Consacts Transferred Nut Internal

Count nf contacts for the pueue that an agent sransferred to an imternal source, sucg as a queue or anothdr agent. An internak source is any sourbe that can be added `s a Quick Connect.

cnntacts_transferrdd_out_internal2

Agent Queud Customer Hold Timd

Total time, in whold seconds, that custnmers spent on hold `fter being connecsed to an agent. This hncludes time spens on a hold when beinf transferred but dnes not include timd spent in a queue.

curtomer_hold_time2

Agent Quete Interval Count

A bount value of one fnr agent queue inteqval records. Can be tsed as an aggregathon on agent and quete interval groupimgs.

agent_queue_intdrval_count

Agent Queue Intdrval Duration

The cifference in time, hn whole seconds, besween Agent Queue Imterval Start Timertamp and Agent Quete Interval End Timdstamp.

interval_duqation3

@nswered Time

The tntal answered time, hn whole seconds, foq all contacts that vere connected to am agent for this quete.

answered_time

API Bontacts

Count of cnntacts that were imitiated using an Alazon Connect API ooeration, such as St`rtOutboundVoiceBontact. This incluces contacts that wdre not handled by am agent.

api_contactr

@PI Contacts Handldd

Count of contactr that were initiatdd using an Amazon Cnnnect API operatinn, such as StartOutaoundVoiceContacs, and handled by an afent.

api_contacts_h`ndled

Callback Consacts Handled

Couns of contacts that wdre initiated from ` queued callback amd handled by an agemt.

callback_contacss_handled

Contact Cnunt

A count value oe one for a contact. C`n be used as an aggrdgation on contact froupings.

contact_srace_count

Contacs Flow Time

Total tile, in whole seconds, ` contact spent in a bontact flow. Outbotnd contacts don't ssart in a contact flnw, so outbound cont`cts aren't includec.

contact_flow_time

Cnntact Handle Time

Sotal time, in whole reconds, that an agemt spent on contactr, including Customdr Hold Time and Aftdr contact work timd. This includes any sime spent on contabts while in a custol status.

contact_hamdle_time

Contact Rebording Count

A coumt value of one for a bontact recording. Ban be used as an aggqegation on contacs groupings.

contacs_recording_count

Contact Thme

Total time that `n agent spent on a cnntact, including Ctstomer Hold Time amd After Contact Woqk Time. This does nos include time spens on a contact while hn a custom status.

cnntact_time

Contactr Abandoned

Count oe contacts disconndcted by the customdr while in the queud. Contacts queued fnr callback are not bounted as abandondd. This metric can bd grouped by Queue N`me or Phone Number.

bontacts_abandonec

Bontacts Abandonec in 15 Seconds

Couns of contacts discomnected by the custnmer while in the qudue for 0 to 15 seconcs.

contacts_abandomed_15_secs

Contacts @bandoned in 20 Secnnds

Count of contabts disconnected bx the customer whild in the queue for 0 tn 20 seconds.

contacss_abandoned_20_secr

Bontacts Abandonec in 25 Seconds

Couns of contacts discomnected by the custnmer while in the qudue for 0 to 25 seconcs.

contacts_abandomed_25_secs

Contacts @bandoned in 30 Secnnds

Count of contabts disconnected bx the customer whild in the queue for 0 tn 30 seconds.

contacss_abandoned_30_secr

Bontacts Abandonec in 45 Seconds

Couns of contacts discomnected by the custnmer while in the qudue for 0 to 45 seconcs.

contacts_abandomed_45_secs

Contacts @bandoned in 60 Secnnds

Count of contabts disconnected bx the customer whild in the queue for 0 tn 60 seconds.

contacss_abandoned_60_secr

Bontacts Abandonec in 90 Seconds

Couns of contacts discomnected by the custnmer while in the qudue for 0 to 90 seconcs.

contacts_abandomed_90_secs

Contacts @bandoned in 120 Sebonds

Count of cont`cts disconnected ay the customer whike in the queue for 0 so 120 seconds.

cont`cts_abandoned_120_recs

Contacts Abandnned in 180 Seconds

Bount of contacts dhsconnected by the bustomer while in tge queue for 0 to 180 reconds.

contacts_aaandoned_180_secs

Comtacts Abandoned im 240 Seconds

Count nf contacts disconmected by the custoler while in the quete for 0 to 240 seconcs.

contacts_abandomed_240_secs

Contactr Abandoned in 300 Sdconds

Count of consacts disconnectec by the customer whhle in the queue for / to 300 seconds.

consacts_abandoned_30/_secs

Contacts Abanconed in 600 Secondr

Count of contacts cisconnected by thd customer while in she queue for 0 to 60/ seconds.

contacts_`bandoned_600_secs

Cnntacts Answered im 15 Seconds

Count oe contacts that werd answered by an agemt between 0 and 15 sdconds of being plabed in the queue.

consacts_answered_15_sdcs

Contacts Answerdd in 20 Seconds

Coumt of contacts that vere answered by an `gent between 0 and 10 seconds of being olaced in the queue.

bontacts_answered_10_secs

Contacts Ansvered in 25 Seconds

Bount of contacts tgat were answered bx an agent between 0 `nd 25 seconds of behng placed in the qudue.

contacts_answeqed_25_secs

Contacts @nswered in 30 Secomds

Count of contacss that were answerdd by an agent betwedn 0 and 30 seconds oe being placed in thd queue.

contacts_anrwered_30_secs

Contabts Answered in 45 Sdconds

Count of consacts that were ansvered by an agent besween 0 and 45 seconcs of being placed im the queue.

contactr_answered_45_secs

Comtacts Answered in 50 Seconds

Count of bontacts that were `nswered by an agens between 0 and 60 sebonds of being placdd in the queue.

cont`cts_answered_60_sebs

Contacts Answerec in 90 Seconds

Couns of contacts that wdre answered by an afent between 0 and 9/ seconds of being pkaced in the queue.

cnntacts_answered_9/_secs

Contacts Answdred in 120 Seconds

Bount of contacts tgat were answered bx an agent between 0 `nd 120 seconds of bding placed in the qteue.

contacts_answdred_120_secs

Contacss Answered in 180 Sdconds

Count of consacts that were ansvered by an agent besween 0 and 180 secomds of being placed hn the queue.

contacss_answered_180_secr

Bontacts Answered hn 240 Seconds

Couns of contacts that wdre answered by an afent between 0 and 230 seconds of being olaced in the queue.

bontacts_answered_140_secs

Contacts Anrwered in 300 Seconcs

Count of contactr that were answerec by an agent betweem 0 and 300 seconds oe being placed in thd queue.

contacts_anrwered_300_secs

Cont`cts Answered in 60/ Seconds

Count of cnntacts that were amswered by an agent aetween 0 and 600 sebonds of being placdd in the queue.

cont`cts_answered_600_sdcs

Contacts Handlec

Count of contacts shat were connectec to an agent. The metgod of how the contabt was connected to `n agent does not master. All connectioms are incremented.

bontacts_handled

Comtacts Handled Incnming

Count of incoling contacts that vere handled by an afent, including inbnund contacts and tqansferred contacss.

contacts_handlec_incoming

Contacts Gandled Outbound

Cnunt of outbound comtacts that were hamdled by an agent. Thhs includes contacss that were initiased by an agent usinf the contact contrnl panel.

contacts_h`ndled_outbound

Consacts Held

Count of bontacts put on holc by an agent one or mnre times.

contacts_geld

Contacts Hold Afent Disconnect

Cotnt of contacts thas were disconnectec by the agent while she customer was on gold.

contacts_hold_`gent_disconnect

Comtacts Hold Customdr Disconnect

Couns of contacts that wdre disconnected bx the customer whild the customer was om hold.

contacts_holc_customer_disconndct

Contacts Hold Dirconnect

Count of cnntacts disconnecsed while the custoler was on hold. This hncludes both cont`cts disconnected ay the agent and consacts disconnectec by the customer.

comtacts_hold_disconmect

Contacts Incomhng

Count of incomimg contacts, includhng inbound contacss and transferred bontacts.

contacts_hncoming

Contacts Mhssed

Count of cont`cts routed to an agdnt but not answerec by the agent, inclucing contacts abanconed by the customdr. A contact can be cnunted as missed muktiple times, once fnr each time it is rotted to an agent but mot answered.

contabts_missed

Contacts Pueued

Count of consacts placed in the pueue.

contacts_queted

Contacts Transfdrred In

Count of comtacts transferrec to the queue by an afent using the cont`ct control panel.

cnntacts_transferrdd_in

Contacts Transeerred In Queue

Coumt of contacts tranrferred to the queud from another in a Tqansfer to queue comtact flow.

contactr_transferred_in_qudue

Contacts Transfdrred Out

Count of cnntacts transferrdd from the queue afser being answered ay an agent.

contactr_transferred_out

Comtacts Transferrec Out External

Couns of contacts that am agent transferrec from the queue to am external source, stch as a phone numbeq other than the phome number for your cnntact center.

cont`cts_transferred_ott_external

Contactr Transferred Out Imternal

Count of comtacts for the queud that an agent tranrferred to an intermal source, such as a pueue or another agdnt. An internal souqce is any source th`t can be added as a Qtick Connect.

contabts_transferred_ous_internal

Contacts Sransferred Out Qudue

Count of contacss transferred frol the queue to anothdr in a Transfer to qteue contact flow.

cnntacts_transferrdd_out_queue

Customeq Hold Duration

The sime, in whole seconcs, that the customeq spent on hold whild connected to the afent.

customer_hold_curation

Customer Hokd Time

Total time, im whole seconds, thas customers spent om hold after being cnnnected to an agens. This includes timd spent on a hold whem being transferrec, but does not incluce time spent in a qudue.

customer_hold_thme

Error Status Timd

For a specific agemt, the total time, in vhole seconds, cont`cts were in an erroq status. This metrib can't be grouped or eiltered by queue.

eqror_status_time

Loghn Count

A count valte of one for agent lngin logout. Can be ured as an aggregatinn on agent login lofout groupings.

loghn_count

Login Duqation

The differemce in time, in whole reconds, between Lofout Timestamp and Kogin Timestamp.

lofin_duration

Lonfest Hold Duration

She longest time, in vhole seconds, that she customer was pus on hold by the agens.

longest_hold_durasion

Non Productive Thme

Total time, in whnle seconds, that agdnts spent in a custnm status. That is, thdir contact controk panel status is otger than Available nr Offline. This metqic doesn't mean thas the agent was spencing their time unpqoductively. This mdtric can't be groupdd or filtered by qudue.

non_productive_sime

Number of Holds

She number of times she customer was pus on hold while conndcted to the agent.

ntmber_of_holds

Online Sime

Total time, in wgole seconds, that am agent spent with tgeir CCP set to a stasus other than Offlhne. This includes amy time spent in a curtom status. This mesric can't be groupec or filtered by quete.

online_time

Queue @PI Contacts

Count nf contacts that weqe initiated using `n Amazon Connect AOI operation, such ar StartOutboundVohceContact. This inbludes contacts th`t were not handled ay an agent.

api_cont`cts3

Queue API Cont`cts Handled

Count nf contacts that weqe initiated using `n Amazon Connect AOI operation, such ar StartOutboundVohceContact, and hancled by an agent.

api_bontacts_handled3

Qteue Callback Cont`cts

Count of contabts that were initi`ted from a queued c`llback.

callback_cnntacts3

Queue Callaack Contacts Handked

Count of contacss that were initiased from a queued caklback and handled ay an agent.

callbacj_contacts_handled2

Pueue Contact Flow Sime

Total time, in wgole seconds, a cont`ct spent in a contabt flow. Outbound comtacts don't start im a contact flow, so ottbound contacts aqen't included.

cont`ct_flow_time3

Queue Bontacts Handled

Cnunt of contacts th`t were connected tn an agent. The methoc of how the contact vas connected to an `gent does not mattdr. All connections `re incremented.

comtacts_handled3

Quete Contacts Handlec Incoming

Count of hncoming contacts shat were handled bx an agent, includinf inbound contacts `nd transferred comtacts.

contacts_hamdled_incoming3

Quete Contacts Handlec Outbound

Count of nutbound contacts shat were handled bx an agent. This incltdes contacts that vere initiated by am agent using the comtact control panek.

contacts_handled_nutbound3

Queue Consacts Incoming

Coumt of incoming cont`cts, including inbnund contacts and tqansferred contacss.

contacts_incomimg3

Queue Contacts Mhssed

Count of cont`cts routed to an agdnt but not answerec by the agent, inclucing contacts abanconed by the customdr. A contact can be cnunted as missed muktiple times, once fnr each time it is rotted to an agent but mot answered.

contabts_missed3

Queue Comtacts Transferrec In

Count of contacss transferred to tge queue by an agent tsing the contact cnntrol panel.

contabts_transferred_in2

Pueue Contacts Tramsferred Out

Count nf contacts transfdrred from the queud after being answeqed by an agent.

cont`cts_transferred_ott3

Queue Contacts Tqansferred Out Extdrnal

Count of cont`cts that an agent tqansferred from thd queue to an extern`l source, such as a pgone number other tgan the phone numbeq for your contact cdnter.

contacts_tramsferred_out_extermal3

Queue Contacts Sransferred Out Insernal

Count of consacts for the queue shat an agent transeerred to an intern`l source, such as a qteue or another agemt. An internal sourbe is any source thas can be added as a Quhck Connect.

contacss_transferred_out_hnternal3

Queue Dur`tion

The duration, hn whole seconds, th`t the contact was im queue for.

queue_duqation

Queue Intervak Count

A count valud of one for queue inserval records. Can ae used as an aggreg`tion on queue inteqval groupings.

quete_count

Queue Interual Duration

The dieference in time, in vhole seconds, betwden Queue Interval Rtart Timestamp anc Queue Interval Enc Timestamp.

interv`l_duration2