Measures

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.

abandoned_time

After Contact Work Duration

The duration in whole seconds that the agent spent doing After Contact Work for the contact.

after_contact_work_duration

Agent After Contact Work Time

The total time, in whole seconds, that an agent spent doing after contact work for a contact.

acw_time

Agent Callback Contacts

Count of contacts that were initiated from a queued callback.

callback_contacts

Agent Connection Attempts

The number of times Amazon Connect attempted to connect a contact with an agent.

agent_connection_attempts

Agent Hung Up First

Count of contacts disconnected where the agent disconnected before the customer.

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.

idle_time

Agent Contact Duration

The time, in whole seconds, that an agent interacted with a customer.

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.

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.

agent_interval_count

Agent Interval Duration

The difference in time, in whole seconds, between Agent Interval Start Timestamp and Agent Interval End Timestamp.

interval_duration

Agent Queue After Contact Work Time

The total time, in whole seconds, that an agent spent doing after contact work for a contact.

acw_time2

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.

agent_contact_time2

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.

api_contacts2

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.

api_contacts_handled2

Agent Queue Callback Contacts

Count of contacts that were initiated from a queued callback.

callback_contacts2

Agent Queue Callback Contacts Handled

Count of contacts that were initiated from a queued callback and handled by an agent.

callback_contacts_handled2

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.

contact_flow_time2

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.

contact_handle_time2

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.

contacts_abandoned2

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.

contacts_handled2

Agent Queue Contacts Handled Incoming

Count of incoming contacts that were handled by an agent, including inbound contacts and transferred contacts.

contacts_handled_incoming2

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.

contacts_handled_outbound2

Agent Queue Contacts Held

Count of contacts put on hold by an agent one or more times.

contacts_held2

Agent Queue Contacts Hold Agent Disconnect

Count of contacts that were disconnected by the agent while the customer was on hold.

contacts_hold_agent_disconnect2

Agent Queue Contacts Hold Customer Disconnect

Count of contacts that were disconnected by the customer while the customer was on hold.

contacts_hold_customer_disconnect2

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.

contacts_hold_disconnect2

Agent Queue Contacts Incoming

Count of incoming contacts, including inbound contacts and transferred contacts.

contacts_incoming2

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.

contacts_missed2

Agent Queue Contacts Queued

Count of contacts placed in the queue.

contacts_queued2

Agent Queue Contacts Transferred In

Count of contacts transferred to the queue by an agent using the contact control panel.

contacts_transferred_in2

Agent Queue Contacts Transferred Out

Count of contacts transferred from the queue after being answered by an agent.

contacts_transferred_out2

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.

contacts_transferred_out_external2

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.

contacts_transferred_out_internal2

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.

customer_hold_time2

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.

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.

interval_duration3

Answered Time

The total answered time, in whole seconds, for all contacts that were connected to an agent for this queue.

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.

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.

api_contacts_handled

Callback Contacts Handled

Count of contacts that were initiated from a queued callback and handled by an agent.

callback_contacts_handled

Contact Count

A count value of one for a contact. Can be used as an aggregation on contact groupings.

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.

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.

contact_handle_time

Contact Recording Count

A count value of one for a contact recording. Can be used as an aggregation on contact groupings.

contact_recording_count

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.

contact_time

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.

contacts_abandoned

Contacts Abandoned in 15 Seconds

Count of contacts disconnected by the customer while in the queue for 0 to 15 seconds.

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.

contacts_abandoned_20_secs

Contacts Abandoned in 25 Seconds

Count of contacts disconnected by the customer while in the queue for 0 to 25 seconds.

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.

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.

contacts_abandoned_45_secs

Contacts Abandoned in 60 Seconds

Count of contacts disconnected by the customer while in the queue for 0 to 60 seconds.

contacts_abandoned_60_secs

Contacts Abandoned in 90 Seconds

Count of contacts disconnected by the customer while in the queue for 0 to 90 seconds.

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.

contacts_abandoned_120_secs

Contacts Abandoned in 180 Seconds

Count of contacts disconnected by the customer while in the queue for 0 to 180 seconds.

contacts_abandoned_180_secs

Contacts Abandoned in 240 Seconds

Count of contacts disconnected by the customer while in the queue for 0 to 240 seconds.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

contacts_handled

Contacts Handled Incoming

Count of incoming contacts that were handled by an agent, including inbound contacts and transferred contacts.

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.

contacts_handled_outbound

Contacts Held

Count of contacts put on hold by an agent one or more times.

contacts_held

Contacts Hold Agent Disconnect

Count of contacts that were disconnected by the agent while the customer was on hold.

contacts_hold_agent_disconnect

Contacts Hold Customer Disconnect

Count of contacts that were disconnected by the customer while the customer was on hold.

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.

contacts_hold_disconnect

Contacts Incoming

Count of incoming contacts, including inbound contacts and transferred contacts.

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.

contacts_missed

Contacts Queued

Count of contacts placed in the queue.

contacts_queued

Contacts Transferred In

Count of contacts transferred to the queue by an agent using the contact control panel.

contacts_transferred_in

Contacts Transferred In Queue

Count of contacts transferred to the queue from another in a Transfer to queue contact flow.

contacts_transferred_in_queue

Contacts Transferred Out

Count of contacts transferred from the queue after being answered by an agent.

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.

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.

contacts_transferred_out_internal

Contacts Transferred Out Queue

Count of contacts transferred from the queue to another in a Transfer to queue contact flow.

contacts_transferred_out_queue

Customer Hold Duration

The time, in whole seconds, that the customer spent on hold while connected to the agent.

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.

customer_hold_time

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.

error_status_time

Login Count

A count value of one for agent login logout. Can be used as an aggregation on agent login logout groupings.

login_count

Login Duration

The difference in time, in whole seconds, between Logout Timestamp and Login Timestamp.

login_duration

Longest Hold Duration

The longest time, in whole seconds, that the customer was put on hold by the agent.

longest_hold_duration

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.

non_productive_time

Number of Holds

The number of times the customer was put on hold while connected to the agent.

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.

online_time

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.

api_contacts3

Queue API Contacts Handled

Count of contacts that were initiated using an Amazon Connect API operation, such as StartOutboundVoiceContact, and handled by an agent.

api_contacts_handled3

Queue Callback Contacts

Count of contacts that were initiated from a queued callback.

callback_contacts3

Queue Callback Contacts Handled

Count of contacts that were initiated from a queued callback and handled by an agent.

callback_contacts_handled3

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.

contact_flow_time3

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.

contacts_handled3

Queue Contacts Handled Incoming

Count of incoming contacts that were handled by an agent, including inbound contacts and transferred contacts.

contacts_handled_incoming3

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.

contacts_handled_outbound3

Queue Contacts Incoming

Count of incoming contacts, including inbound contacts and transferred contacts.

contacts_incoming3

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.

contacts_missed3

Queue Contacts Transferred In

Count of contacts transferred to the queue by an agent using the contact control panel.

contacts_transferred_in3

Queue Contacts Transferred Out

Count of contacts transferred from the queue after being answered by an agent.

contacts_transferred_out3

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.

contacts_transferred_out_external3

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.

contacts_transferred_out_internal3

Queue Duration

The duration, in whole seconds, that the contact was in queue for.

queue_duration

Queue Interval Count

A count value of one for queue interval records. Can be used as an aggregation on queue interval groupings.

queue_count

Queue Interval Duration

The difference in time, in whole seconds, between Queue Interval Start Timestamp and Queue Interval End Timestamp.

interval_duration2