Fields mappings
The fields mappings table displays how the field name you see in Data Explorer relates to the column name in the source data set.
| Display Name | Description | Type | Tags | Aggregator | Display Format | Attributes | Source | Dataset Column Name |
|---|---|---|---|---|---|---|---|---|
| Abandoned Time | The total abandoned time, in whole seconds, for all contacts disconnected by the customer while in the queue. Contacts queued for callback are not counted as abandoned. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | abandoned_time | |
| After Contact Work Duration | The duration in whole seconds that the agent spent doing After Contact Work for the contact. | NUMBER | Agent, Amazon Connect, Contact Trace | Sum | {0,number,#} | Contact Trace | after_contact_work_duration | |
| After Contact Work End Timestamp | The date and time when the agent stopped doing After Contact Work for the contact. | DATE | Agent, Amazon Connect, Contact Trace | Latest | {0,date,yyyy/MM/dd HH:mm:ssZZ} | Contact Trace | after_contact_work_end_utc | |
| After Contact Work Start Timestamp | The date and time when the agent started doing After Contact Work for the contact. | DATE | Agent, Amazon Connect, Contact Trace | Latest | {0,date,yyyy/MM/dd HH:mm:ssZZ} | Contact Trace | after_contact_work_start_utc | |
| Agent After Contact Work Time | The total time, in whole seconds, that an agent spent doing after contact work for a contact. | NUMBER | Agent, Agent Interval, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | acw_time | |
| Agent Callback Contacts | Count of contacts that were initiated from a queued callback. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | callback_contacts | |
| Agent Connection Attempts | The number of times Amazon Connect attempted to connect a contact with an agent. | NUMBER | Amazon Connect, Contact, Contact Trace | Sum | {0,number,#} | Contact Trace | agent_connection_attempts | |
| Agent Contact Time | 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. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | contact_time | |
| Agent First Name | The first name of the agent. | STRING | Agent, Agent Interval, Agent Login Logout, Agent Queue Interval, Amazon Connect, Contact Attribute, Contact Trace | Latest | Agent Queue Interval | agent_firstname | ||
| Agent First Name | The first name of the agent. | STRING | Agent, Agent Interval, Agent Login Logout, Agent Queue Interval, Amazon Connect, Contact Attribute, Contact Trace | Latest | Contact Recording | agent_firstname | ||
| Agent First Name | The first name of the agent. | STRING | Agent, Agent Interval, Agent Login Logout, Agent Queue Interval, Amazon Connect, Contact Attribute, Contact Trace | Latest | Contact Trace | agent_firstname | ||
| Agent First Name | The first name of the agent. | STRING | Agent, Agent Interval, Agent Login Logout, Agent Queue Interval, Amazon Connect, Contact Attribute, Contact Trace | Latest | Agent Interval | agent_firstname | ||
| Agent First Name | The first name of the agent. | STRING | Agent, Agent Interval, Agent Login Logout, Agent Queue Interval, Amazon Connect, Contact Attribute, Contact Trace | Latest | Agent Login Logout | agent_firstname | ||
| Agent Hung Up First | Count of contacts disconnected where the agent disconnected before the customer. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | agent_hung_up_first | |
| Agent Idle Time | After the agent sets their status in the contact control panel to Available, this is the amount of time, in whole seconds, they weren't handling contacts plus any time their contacts were in an Error state. Idle time doesn’t include the amount of time from when Amazon Connect starts routing the contact to the agent, to when agent picks up or declines the contact. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | idle_time | |
| Agent Contact Duration | The time, in whole seconds, that an agent interacted with a customer. | NUMBER | Agent, Amazon Connect, Contact Trace | Sum | {0,number,#} | Contact Trace | agent_contact_duration | |
| Agent Contact Time | Total time, in whole seconds, that agents spent interacting with customers on a contact. This does not include Customer Hold Time or After Contact Work Time. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | agent_contact_time | |
| Agent Interval Count | A count value of one for agent interval records. Can be used as an aggregation on agent interval groupings. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | agent_interval_count | |
| Agent Interval Duration | The difference in time, in whole seconds, between Agent Interval Start Timestamp and Agent Interval End Timestamp. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | interval_duration | |
| Agent Last Name | The last name of the agent. | STRING | Agent, Agent Interval, Agent Login Logout, Agent Queue Interval, Amazon Connect, Contact Attribute, Contact Trace | Latest | Contact Trace | agent_lastname | ||
| Agent Last Name | The last name of the agent. | STRING | Agent, Agent Interval, Agent Login Logout, Agent Queue Interval, Amazon Connect, Contact Attribute, Contact Trace | Latest | Agent Interval | agent_lastname | ||
| Agent Last Name | The last name of the agent. | STRING | Agent, Agent Interval, Agent Login Logout, Agent Queue Interval, Amazon Connect, Contact Attribute, Contact Trace | Latest | Contact Recording | agent_lastname | ||
| Agent Last Name | The last name of the agent. | STRING | Agent, Agent Interval, Agent Login Logout, Agent Queue Interval, Amazon Connect, Contact Attribute, Contact Trace | Latest | Agent Queue Interval | agent_lastname | ||
| Agent Last Name | The last name of the agent. | STRING | Agent, Agent Interval, Agent Login Logout, Agent Queue Interval, Amazon Connect, Contact Attribute, Contact Trace | Latest | Agent Login Logout | agent_lastname | ||
| Agent Queue After Contact Work Time | The total time, in whole seconds, that an agent spent doing after contact work for a contact. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | acw_time | |
| Agent Queue Agent Contact Time | Total time, in whole seconds, that agents spent interacting with customers on a contact. This does not include Customer Hold Time or After Contact Work Time. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | agent_contact_time | |
| Agent Queue API Contacts | Count of contacts that were initiated using an Amazon Connect API operation, such as StartOutboundVoiceContact. This includes contacts that were not handled by an agent. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | api_contacts | |
| Agent Queue API Contacts Handled | Count of contacts that were initiated using an Amazon Connect API operation, such as StartOutboundVoiceContact, and handled by an agent. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | api_contacts_handled | |
| Agent Queue Callback Contacts | Count of contacts that were initiated from a queued callback. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | callback_contacts | |
| Agent Queue Callback Contacts Handled | Count of contacts that were initiated from a queued callback and handled by an agent. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | callback_contacts_handled | |
| Agent Queue Contact Flow Time | Total time, in whole seconds, a contact spent in a contact flow. Outbound contacts don't start in a contact flow, so outbound contacts aren't included. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | contact_flow_time | |
| Agent Queue Contact Handle Time | Total time, in whole seconds, 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. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | contact_handle_time | |
| Agent Queue Contacts Abandoned | Count of contacts disconnected by the customer while in the queue. Contacts queued for callback are not counted as abandoned. This metric can be grouped by Queue Name or Phone Number. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | contacts_abandoned | |
| Agent Queue Contacts Handled | Count of contacts that were connected to an agent. The method of how the contact was connected to an agent does not matter. All connections are incremented. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | contacts_handled | |
| Agent Queue Contacts Handled Incoming | Count of incoming contacts that were handled by an agent, including inbound contacts and transferred contacts. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | contacts_handled_incoming | |
| Agent Queue Contacts Handled Outbound | Count of outbound contacts that were handled by an agent. This includes contacts that were initiated by an agent using the contact control panel. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | contacts_handled_outbound | |
| Agent Queue Contacts Held | Count of contacts put on hold by an agent one or more times. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | contacts_held | |
| Agent Queue Contacts Hold Agent Disconnect | Count of contacts that were disconnected by the agent while the customer was on hold. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | contacts_hold_agent_disconnect | |
| Agent Queue Contacts Hold Customer Disconnect | Count of contacts that were disconnected by the customer while the customer was on hold. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | contacts_hold_customer_disconnect | |
| Agent Queue Contacts Hold Disconnect | Count of contacts disconnected while the customer was on hold. This includes both contacts disconnected by the agent and contacts disconnected by the customer. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | contacts_hold_disconnect | |
| Agent Queue Contacts Incoming | Count of incoming contacts, including inbound contacts and transferred contacts. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | contacts_incoming | |
| Agent Queue Contacts Missed | Count of contacts routed to an agent but not answered by the agent, including contacts abandoned by the customer. A contact can be counted as missed multiple times, once for each time it is routed to an agent but not answered. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | contacts_missed | |
| Agent Queue Contacts Queued | Count of contacts placed in the queue. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | contacts_queued | |
| Agent Queue Contacts Transferred In | Count of contacts transferred to the queue by an agent using the contact control panel. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | contacts_transferred_in | |
| Agent Queue Contacts Transferred Out | Count of contacts transferred from the queue after being answered by an agent. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | contacts_transferred_out | |
| Agent Queue Contacts Transferred Out External | 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. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | contacts_transferred_out_external | |
| Agent Queue Contacts Transferred Out Internal | Count of contacts for the queue that an agent transferred to an internal source, such as a queue or another agent. An internal source is any source that can be added as a Quick Connect. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | contacts_transferred_out_internal | |
| Agent Queue Customer Hold Time | Total time, in whole seconds, 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. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | customer_hold_time | |
| Agent Queue Interval Count | A count value of one for agent queue interval records. Can be used as an aggregation on agent and queue interval groupings. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | agent_queue_interval_count | |
| Agent Queue Interval Duration | The difference in time, in whole seconds, between Agent Queue Interval Start Timestamp and Agent Queue Interval End Timestamp. | NUMBER | Agent Queue, Agent Queue Interval, Amazon Connect | Sum | {0,number,#} | Agent Queue Interval | interval_duration | |
| Agent Username | The username of the agent. | STRING | Agent, Agent Group, Agent Interval, Agent Login Logout, Agent Queue Interval, Amazon Connect, Contact Trace | Latest | Contact Trace | agent_username | ||
| Agent Username | The username of the agent. | STRING | Agent, Agent Group, Agent Interval, Agent Login Logout, Agent Queue Interval, Amazon Connect, Contact Trace | Latest | Agent Queue Interval | agent_username | ||
| Agent Username | The username of the agent. | STRING | Agent, Agent Group, Agent Interval, Agent Login Logout, Agent Queue Interval, Amazon Connect, Contact Trace | Latest | Agent Interval | agent_username | ||
| Agent Username | The username of the agent. | STRING | Agent, Agent Group, Agent Interval, Agent Login Logout, Agent Queue Interval, Amazon Connect, Contact Trace | Latest | Agent Login Logout | agent_username | ||
| Agent Username | The username of the agent. | STRING | Agent, Agent Group, Agent Interval, Agent Login Logout, Agent Queue Interval, Amazon Connect, Contact Trace | Latest | Contact Recording | agent_username | ||
| Agent Username | The username of the agent. | STRING | Agent, Agent Group, Agent Interval, Agent Login Logout, Agent Queue Interval, Amazon Connect, Contact Trace | Latest | Agent Group | agent_username | ||
| Answered Time | The total answered time, in whole seconds, for all contacts that were connected to an agent for this queue. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | answered_time | |
| API Contacts | Count of contacts that were initiated using an Amazon Connect API operation, such as StartOutboundVoiceContact. This includes contacts that were not handled by an agent. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | api_contacts | |
| API Contacts Handled | Count of contacts that were initiated using an Amazon Connect API operation, such as StartOutboundVoiceContact, and handled by an agent. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | api_contacts_handled | |
| Callback Contacts Handled | Count of contacts that were initiated from a queued callback and handled by an agent. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | callback_contacts_handled | |
| Channel | How the customer reached your contact center. | STRING | Amazon Connect, Contact, Contact Trace | Latest | Contact Trace | channel_type | ||
| Connected to Agent Timestamp | The date and time the contact was connected to the agent. | DATE | Agent, Amazon Connect, Contact Trace | Latest | {0,date,yyyy/MM/dd HH:mm:ssZZ} | Contact Trace | connected_to_agent_utc | |
| Connected To System Timestamp | The date and time the customer endpoint connected to Amazon Connect. | DATE | Amazon Connect, Contact, Contact Trace | Latest | {0,date,yyyy/MM/dd HH:mm:ssZZ} | Contact Trace | connected_to_system_utc | |
| Contact Count | A count value of one for a contact. Can be used as an aggregation on contact groupings. | NUMBER | Amazon Connect, Contact, Contact Recordings, Contact Trace | Sum | {0,number,#} | Contact Trace | contact_trace_count | |
| Contact Flow Time | Total time, in whole seconds, a contact spent in a contact flow. Outbound contacts don't start in a contact flow, so outbound contacts aren't included. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | contact_flow_time | |
| Contact Handle Time | Total time, in whole seconds, 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. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | contact_handle_time | |
| Contact ID | The ID of the Contact. | STRING | Amazon Connect, Contact, Contact Trace | Latest | Contact Recording | contact_id | ||
| Contact ID | The ID of the Contact. | STRING | Amazon Connect, Contact, Contact Trace | Latest | Contact Trace | contact_id | ||
| Contact Media Stream | The type of media stream used during the contact. | STRING | Amazon Connect, Contact, Contact Trace | Latest | Contact Trace | contact_media_stream_type | ||
| Contact Recording Count | A count value of one for a contact recording. Can be used as an aggregation on contact groupings. | NUMBER | Agent, Amazon Connect, Contact, Contact Recording | Sum | {0,number,#} | Contact Recording | contact_recording_count | |
| Contacts Abandoned | Count of contacts disconnected by the customer while in the queue. Contacts queued for callback are not counted as abandoned. This metric can be grouped by Queue Name or Phone Number. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_abandoned | |
| Contacts Abandoned 60 Seconds | Count of contacts disconnected by the customer while in the queue for 0 to 60 seconds. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_abandoned_60_secs | |
| Contacts Abandoned 180 Seconds | Count of contacts disconnected by the customer while in the queue for 0 to 180 seconds. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_abandoned_180_secs | |
| Contacts Abandoned in 15 Seconds | Count of contacts disconnected by the customer while in the queue for 0 to 15 seconds | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_abandoned_15_secs | |
| Contacts Abandoned in 20 Seconds | Count of contacts disconnected by the customer while in the queue for 0 to 20 seconds | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_abandoned_20_secs | |
| Contacts Abandoned in 25 Seconds | Count of contacts disconnected by the customer while in the queue for 0 to X seconds. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_abandoned_25_secs | |
| Contacts Abandoned in 30 Seconds | Count of contacts disconnected by the customer while in the queue for 0 to 30 seconds | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_abandoned_30_secs | |
| Contacts Abandoned in 45 Seconds | Count of contacts disconnected by the customer while in the queue for 0 to 45 seconds. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_abandoned_45_secs | |
| Contacts Abandoned in 90 Seconds | Count of contacts disconnected by the customer while in the queue for 0 to 90 seconds. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_abandoned_90_secs | |
| Contacts Abandoned in 120 Seconds | Count of contacts disconnected by the customer while in the queue for 0 to 120 seconds. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_abandoned_120_secs | |
| Contacts Abandoned in 240 Seconds | Count of contacts disconnected by the customer while in the queue for 0 to 240 seconds. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_abandoned_240_secs | |
| Contacts Abandoned in 300 Seconds | Count of contacts disconnected by the customer while in the queue for 0 to 300 seconds | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_abandoned_300_secs | |
| Contacts Abandoned in 600 Seconds | Count of contacts disconnected by the customer while in the queue for 0 to 600 seconds | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_abandoned_600_secs | |
| Contacts Answered in 15 Seconds | Count of contacts that were answered by an agent between 0 and 15 seconds of being placed in the queue. | NUMBER | Sum | {0,number,#} | Queue Interval | contacts_answered_15_secs | ||
| Contacts Answered in 20 Seconds | Count of contacts that were answered by an agent between 0 and 20 seconds of being placed in the queue. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_answered_20_secs | |
| Contacts Answered in 25 Seconds | Count of contacts that were answered by an agent between 0 and 25 seconds of being placed in the queue. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_answered_25_secs | |
| Contacts Answered in 30 Seconds | Count of contacts that were answered by an agent between 0 and 30 seconds of being placed in the queue. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_answered_30_secs | |
| Contacts Answered in 45 Seconds | Count of contacts that were answered by an agent between 0 and 45 seconds of being placed in the queue. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_answered_45_secs | |
| Contacts Answered in 60 Seconds | Count of contacts that were answered by an agent between 0 and 60 seconds of being placed in the queue. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_answered_60_secs | |
| Contacts Answered in 90 Seconds | Count of contacts that were answered by an agent between 0 and 90 seconds of being placed in the queue. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_answered_90_secs | |
| Contacts Answered in 120 Seconds | Count of contacts that were answered by an agent between 0 and 120 seconds of being placed in the queue. | NUMBER | Sum | {0,number,#} | Queue Interval | contacts_answered_120_secs | ||
| Contacts Answered in 180 Seconds | Count of contacts that were answered by an agent between 0 and 180 seconds of being placed in the queue. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_answered_180_secs | |
| Contacts Answered in 240 Seconds | Count of contacts that were answered by an agent between 0 and 240 seconds of being placed in the queue. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_answered_240_secs | |
| Contacts Answered in 300 Seconds | Count of contacts that were answered by an agent between 0 and 300 seconds of being placed in the queue. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_answered_300_secs | |
| Contacts Answered in 600 Seconds | Count of contacts that were answered by an agent between 0 and 600 seconds of being placed in the queue. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_answered_600_secs | |
| Contacts Handled | Count of contacts that were connected to an agent. The method of how the contact was connected to an agent does not matter. All connections are incremented. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | contacts_handled | |
| Contacts Handled Incoming | Count of incoming contacts that were handled by an agent, including inbound contacts and transferred contacts. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | contacts_handled_incoming | |
| Contacts Handled Outbound | Count of outbound contacts that were handled by an agent. This includes contacts that were initiated by an agent using the contact control panel. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | contacts_handled_outbound | |
| Contacts Held | Count of contacts put on hold by an agent one or more times. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | contacts_held | |
| Contacts Hold Agent Disconnect | Count of contacts that were disconnected by the agent while the customer was on hold. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | contacts_hold_agent_disconnect | |
| Contacts Hold Customer Disconnect | Count of contacts that were disconnected by the customer while the customer was on hold. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | contacts_hold_customer_disconnect | |
| Contacts Hold Disconnect | Count of contacts disconnected while the customer was on hold. This includes both contacts disconnected by the agent and contacts disconnected by the customer. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | contacts_hold_disconnect | |
| Contacts Incoming | Count of incoming contacts, including inbound contacts and transferred contacts. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | contacts_incoming | |
| Contacts Missed | Count of contacts routed to an agent but not answered by the agent, including contacts abandoned by the customer. A contact can be counted as missed multiple times, once for each time it is routed to an agent but not answered. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | contacts_missed | |
| Contacts Queued | Count of contacts placed in the queue. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_queued | |
| Contacts Transferred In | Count of contacts transferred to the queue by an agent using the contact control panel. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | contacts_transferred_in | |
| Contacts Transferred In Queue | Count of contacts transferred to the queue from another in a Transfer to queue contact flow. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_transferred_in_queue | |
| Contacts Transferred Out | Count of contacts transferred from the queue after being answered by an agent. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | contacts_transferred_out | |
| Contacts Transferred Out External | 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. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | contacts_transferred_out_external | |
| Contacts Transferred Out Internal | Count of contacts for the queue that an agent transferred to an internal source, such as a queue or another agent. An internal source is any source that can be added as a Quick Connect. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | contacts_transferred_out_internal | |
| Contacts Transferred Out Queue | Count of contacts transferred from the queue to another queue in a Transfer to queue contact flow. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_transferred_out_queue | |
| Customer Endpoint Address | The value for the type of endpoint. Currently, this is a telephone number. | NUMBER | Amazon Connect, Contact, Contact Trace | Latest | Contact Trace | customer_endpoint_address | ||
| Customer Endpoint Type | The customer endpoint type. Currently, an endpoint can only be a telephone number. | STRING | Amazon Connect, Contact, Contact Trace | Latest | Contact Trace | cust_endpoint_type | ||
| Customer Hold Duration | The time, in whole seconds, that the customer spent on hold while connected to the agent. | NUMBER | Agent, Amazon Connect, Contact Trace | Sum | {0,number,#} | Contact Trace | customer_hold_duration | |
| Customer Hold Time | Total time, in whole seconds, 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. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | customer_hold_time | |
| Disconnect Timestamp | The date and time that the customer endpoint disconnected from Amazon Connect. | DATE | Amazon Connect, Contact, Contact Trace | Latest | {0,date,yyyy/MM/dd HH:mm:ssZZ} | Contact Trace | disconnect_utc | |
| Error Status Time | For a specific agent, the total time, in whole seconds, contacts were in an error status. This metric can't be grouped or filtered by queue. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | error_status_time | |
| Group Count | NUMBER | Agent, Agent Group, Amazon Connect, Contact Trace | Sum | {0,number,#} | Agent Group | Group Count | ||
| Group Level Five | The name of the level five hierarchy group. | STRING | Agent, Agent Group, Amazon Connect, Contact Trace | Latest | Agent Group | level_5 | ||
| Group Level Four | The name of the level four hierarchy group. | STRING | Agent, Agent Group, Amazon Connect, Contact Trace | Latest | Agent Group | level_4 | ||
| Group Level One | The name of the level one hierarchy group. | STRING | Agent, Agent Group, Amazon Connect, Contact Trace | Latest | Agent Group | level_1 | ||
| Group Level Three | The name of the level three hierarchy group. | STRING | Agent, Agent Group, Amazon Connect, Contact Trace | Latest | Agent Group | level_3 | ||
| Group Level Two | The name of the level two hierarchy group. | STRING | Agent, Agent Group, Amazon Connect, Contact Trace | Latest | Agent Group | level_2 | ||
| Initial Contact ID | If this contact is related to other contacts, this is the ID of the initial contact. | STRING | Amazon Connect, Contact, Contact Trace | Latest | Contact Trace | initial_contact_id | ||
| Initiation Method | This is the method of how the contact was initiated. | STRING | Amazon Connect, Contact, Contact Trace | Latest | Contact Trace | initiation_type | ||
| Initiation Timestamp | The date and time this contact was initiated. In regards to Initiation Method: For INBOUND, this is when the contact arrived. For OUTBOUND, this is when the agent began dialing. For CALLBACK, this is when the callback contact was created. For TRANSFER and QUEUE_TRANSFER, this is when the transfer was initiated. For API, this is when the request arrived. | DATE | Amazon Connect, Contact, Contact Trace | Latest | {0,date,yyyy/MM/dd HH:mm:ssZZ} | Contact Trace | initiation_utc | |
| Interval End Timestamp | The date and time for the end of the interval. | DATE | Agent, Agent Interval, Agent Queue Interval, Amazon Connect, Queue, Queue Interval | Latest | {0,date,yyyy-MM-dd HH:mm:ss} | Queue Interval | queue_interval_end_utc | |
| Interval End Timestamp | The date and time for the end of the interval. | DATE | Agent, Agent Interval, Agent Queue Interval, Amazon Connect, Queue, Queue Interval | Latest | {0,date,yyyy-MM-dd HH:mm:ss} | Agent Queue Interval | agent_queue_interval_end_utc | |
| Interval End Timestamp | The date and time for the end of the interval. | DATE | Agent, Agent Interval, Agent Queue Interval, Amazon Connect, Queue, Queue Interval | Latest | {0,date,yyyy-MM-dd HH:mm:ss} | Agent Interval | agent_interval_end_utc | |
| Interval Start Timestamp | The date and time for the end of the queue interval. | DATE | Agent, Agent Interval, Agent Queue Interval, Amazon Connect, Queue, Queue Interval | Latest | {0,date,yyyy-MM-dd HH:mm:ss} | Agent Interval | agent_interval_start_utc | |
| Interval Start Timestamp | The date and time for the end of the queue interval. | DATE | Agent, Agent Interval, Agent Queue Interval, Amazon Connect, Queue, Queue Interval | Latest | {0,date,yyyy-MM-dd HH:mm:ss} | Agent Queue Interval | agent_queue_interval_start_utc | |
| Interval Start Timestamp | The date and time for the end of the queue interval. | DATE | Agent, Agent Interval, Agent Queue Interval, Amazon Connect, Queue, Queue Interval | Latest | {0,date,yyyy-MM-dd HH:mm:ss} | Queue Interval | queue_interval_start_utc | |
| Last Updated Timestamp | The date and time a contact was last updated. | DATE | Amazon Connect, Contact, Contact Trace | Latest | {0,date,yyyy/MM/dd HH:mm:ssZZ} | Contact Trace | aws_updated_utc | |
| Last Updated Timestamp | The date and time a contact was last updated. | DATE | Amazon Connect, Contact, Contact Trace | Latest | {0,date,yyyy/MM/dd HH:mm:ssZZ} | Contact Recording | aws_updated_utc | |
| Login Count | A count value of one for agent login logout. Can be used as an aggregation on agent login logout groupings. | NUMBER | Agent, Agent Login Logout, Amazon Connect | Sum | {0,number,#} | Agent Login Logout | login_count | |
| Login Duration | The difference in time, in whole seconds, between Logout Timestamp and Login Timestamp. | NUMBER | Agent, Agent Login Logout, Amazon Connect | Sum | {0,number,#} | Agent Login Logout | login_duration | |
| Login Timestamp | The date and time when the agent logged into Amazon Connect. | DATE | Agent, Agent Login Logout, Amazon Connect | Latest | {0,date,yyyy-MM-dd HH:mm:ss} | Agent Login Logout | login_utc | |
| Logout Timestamp | The date and time when the agent logged out of Amazon Connect. | DATE | Agent, Agent Login Logout, Amazon Connect | Latest | {0,date,yyyy-MM-dd HH:mm:ss} | Agent Login Logout | logout_utc | |
| Longest Hold Duration | The longest time, in whole seconds, that the customer was put on hold by the agent. | NUMBER | Agent, Amazon Connect, Contact Trace | Sum | {0,number,#} | Contact Trace | longest_hold_duration | |
| Next Contact ID | If this contact is not the last contact, this is the ID of the next contact. | STRING | Amazon Connect, Contact, Contact Trace | Latest | Contact Trace | next_contact_id | ||
| Non Productive Time | Total time, in whole seconds, that agents spent in a custom status. That is, their contact control panel status is other than Available or Offline. This metric doesn't mean that the agent was spending their time unproductively. This metric can't be grouped or filtered by queue. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | non_productive_time | |
| Number of Holds | The number of times the customer was put on hold while connected to the agent. | NUMBER | Agent, Amazon Connect, Contact Trace | Sum | {0,number,#} | Contact Trace | number_of_holds | |
| Online Time | Total time, in whole seconds, 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. | NUMBER | Agent, Agent Interval, Amazon Connect | Sum | {0,number,#} | Agent Interval | online_time | |
| Previous Contact ID | If this contact is not the first contact, this is the ID of the previous contact. | STRING | Amazon Connect, Contact, Contact Trace | Latest | Contact Trace | previous_contact_id | ||
| Queue API Contacts | Count of contacts that were initiated using an Amazon Connect API operation, such as StartOutboundVoiceContact. This includes contacts that were not handled by an agent. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | api_contacts | |
| Queue API Contacts Handled | Count of contacts that were initiated using an Amazon Connect API operation, such as StartOutboundVoiceContact, and handled by an agent. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | api_contacts_handled | |
| Queue Callback Contacts | Count of contacts that were initiated from a queued callback. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | callback_contacts | |
| Queue Callback Contacts Handled | Count of contacts that were initiated from a queued callback and handled by an agent. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | callback_contacts_handled | |
| Queue Contact Flow Time | Total time, in whole seconds, a contact spent in a contact flow. Outbound contacts don't start in a contact flow, so outbound contacts aren't included. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contact_flow_time | |
| Queue Contacts Handled | Count of contacts that were connected to an agent. The method of how the contact was connected to an agent does not matter. All connections are incremented. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_handled | |
| Queue Contacts Handled Incoming | Count of incoming contacts that were handled by an agent, including inbound contacts and transferred contacts. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_handled_incoming | |
| Queue Contacts Handled Outbound | Count of outbound contacts that were handled by an agent. This includes contacts that were initiated by an agent using the contact control panel. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_handled_outbound | |
| Queue Contacts Incoming | Count of incoming contacts, including inbound contacts and transferred contacts. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_incoming | |
| Queue Contacts Missed | Count of contacts routed to an agent but not answered by the agent, including contacts abandoned by the customer. A contact can be counted as missed multiple times, once for each time it is routed to an agent but not answered. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_missed | |
| Queue Contacts Transferred In | Count of contacts transferred to the queue by an agent using the contact control panel. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_transferred_in | |
| Queue Contacts Transferred Out | Count of contacts transferred from the queue after being answered by an agent. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_transferred_out | |
| Queue Contacts Transferred Out External | 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. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_transferred_out_external | |
| Queue Contacts Transferred Out Internal | Count of contacts for the queue that an agent transferred to an internal source, such as a queue or another agent. An internal source is any source that can be added as a Quick Connect. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | contacts_transferred_out_internal | |
| Queue Dequeue Timestamp | The date and time when either the customer disconnected or the contact was connected to an agent. | DATE | Amazon Connect, Contact Trace, Queue | Latest | {0,date,yyyy/MM/dd HH:mm:ssZZ} | Contact Trace | queue_dequeue_utc | |
| Queue Duration | The duration, in whole seconds, that the contact was in queue for. | NUMBER | Amazon Connect, Contact Trace, Queue | Sum | {0,number,#} | Contact Trace | queue_duration | |
| Queue Enqueue Timestamp | The date and time the contact was added to the queue. | DATE | Amazon Connect, Contact Trace, Queue | Latest | {0,date,yyyy/MM/dd HH:mm:ssZZ} | Contact Trace | queue_enqueue_utc | |
| Queue Interval Count | A count value of one for queue interval records. Can be used as an aggregation on queue interval groupings. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | queue_count | |
| Queue Interval Duration | The difference in time, in whole seconds, between Queue Interval Start Timestamp and Queue Interval End Timestamp. | NUMBER | Amazon Connect, Queue, Queue Interval | Sum | {0,number,#} | Queue Interval | interval_duration | |
| Queue Name | The name of the queue. | STRING | Agent Queue Interval, Amazon Connect, Contact Trace, Queue, Queue Interval | Latest | Contact Recording | queue_name | ||
| Queue Name | The name of the queue. | STRING | Agent Queue Interval, Amazon Connect, Contact Trace, Queue, Queue Interval | Latest | Agent Queue Interval | queue_name | ||
| Queue Name | The name of the queue. | STRING | Agent Queue Interval, Amazon Connect, Contact Trace, Queue, Queue Interval | Latest | Queue Interval | queue_name | ||
| Queue Name | The name of the queue. | STRING | Agent Queue Interval, Amazon Connect, Contact Trace, Queue, Queue Interval | Latest | Contact Trace | queue_name | ||
| Recording Deletion Reason | If the recording/transcript was deleted, this is the reason entered for the deletion. | STRING | Agent, Amazon Connect, Contact, Contact Recording | Latest | Contact Recording | recording_deletion_reason | ||
| Recording Duration | The length of the recorded conversation in whole seconds. This is the difference between Recording Stop Timestamp and Recording Start Timestamp. | NUMBER | Agent, Amazon Connect, Contact, Contact Recording | Sum | {0,number,#} | Contact Recording | recording_duration | |
| Recording Location | The location, in Amazon S3, for the recording/transcript. | STRING | Agent, Amazon Connect, Contact, Contact Recording | Latest | Contact Recording | recording_location | ||
| Recording Media Stream | The media stream used during the recorded conversation. | STRING | Agent, Amazon Connect, Contact, Contact Recording | Latest | Contact Recording | recording_media_stream_type | ||
| Recording Participant | Information about the conversation participant: whether it's all or they are an agent or contact. | STRING | Agent, Amazon Connect, Contact, Contact Recording | Latest | Contact Recording | recording_participant_type | ||
| Recording Start Timestamp | The date and time when the conversation started recording. | DATE | Agent, Amazon Connect, Contact, Contact Recording | Latest | {0,date,yyyy/MM/dd HH:mm:ssZZ} | Contact Recording | recording_start_utc | |
| Recording Status | The status of the recording/transcript. | STRING | Agent, Amazon Connect, Contact, Contact Recording | Latest | Contact Recording | recording_status | ||
| Recording Stop TImestamp | The date and time when the conversation stopped recording. | DATE | Agent, Amazon Connect, Contact, Contact Recording | Latest | {0,date,yyyy/MM/dd HH:mm:ssZZ} | Contact Recording | recording_stop_utc | |
| Recording Storage Type | Where the recording/transcript is stored. | STRING | Agent, Amazon Connect, Contact, Contact Recording | Latest | Contact Recording | recording_storage_type | ||
| Routing Profile Name | The name of the routing profile of the agent. | STRING | Agent, Amazon Connect, Contact Trace | Latest | Contact Recording | routing_profile_name | ||
| Routing Profile Name | The name of the routing profile of the agent. | STRING | Agent, Amazon Connect, Contact Trace | Latest | Contact Trace | routing_profile_name | ||
| System Endpoint Address | The value for the type of endpoint. Currently, this is a telephone number. | STRING | Amazon Connect, Contact, Contact Trace | Latest | Contact Trace | system_endpoint_address | ||
| System Endpoint Type | The system endpoint type. Currently, an endpoint can only be a telephone number. | STRING | Amazon Connect, Contact, Contact Trace | Latest | Contact Trace | sys_endpoint_type | ||
| Transfer Completed Timestamp | If contact was transferred out of Amazon Connect, this is the date and time the transfer endpoint was connected. | DATE | Amazon Connect, Contact, Contact Trace | Latest | {0,date,yyyy/MM/dd HH:mm:ssZZ} | Contact Trace | transfer_completed_utc | |
| Transferred to Endpoint Address | If this contact was transferred out of Amazon Connect, this is the value for the type of endpoint. Currently, this is a telephone number. | STRING | Amazon Connect, Contact, Contact Trace | Latest | Contact Trace | transferred_to_endpoint_address | ||
| Transferred to Endpoint Type | If this contact was transferred out of Amazon Connect, this is the transfer endpoint type. Currently, an endpoint can only be a telephone number. | STRING | Amazon Connect, Contact, Contact Trace | Latest | Contact Trace | transferred_to_endpoint_type | ||
| Video Fragment Start Number | The number that identifies the Kinesis Video Streams fragment where the customer audio stream started. | STRING | Agent, Amazon Connect, Contact, Contact Recording | Latest | Contact Recording | recording_fragment_start_num | ||
| Video Fragment Stop Number | The number that identifies the Kinesis Video Streams fragment where the customer audio stream stopped. | STRING | Agent, Amazon Connect, Contact, Contact Recording | Latest | Contact Recording | recording_fragment_stop_num |