Subjects
Subjects control how you want the business metrics (measures) grouped in a report. These are text fields that are used as category-style groupings, such as a team, a queue, or a department in your business.
| Display Name | Description | Caption | Keys | Tags | Attributes | Properties (List) |
|---|---|---|---|---|---|---|
| Agent Username | The username of the agent. | agent_username | agent_username | Agent, Agent Interval, Agent Login Logout, Agent Queue Interval, Amazon Connect, Contact Trace | agent_firstname, agent_lastname, routing_profile_name | |
| Channel | How the customer reached your contact center. | channel_type | channel_type | Amazon Connect, Contact, Contact Trace | ||
| Contact ID | The ID of the Contact. | contact_id | contact_id | Amazon Connect, Contact, Contact Trace | initial_contact_id, previous_contact_id, next_contact_id | |
| Contact Media Stream | The type of media stream used during the contact. | contact_media_stream_type | contact_media_stream_type | Amazon Connect, Contact, Contact Trace | ||
| Customer Endpoint Type | The customer endpoint type. Currently, an endpoint can only be a telephone number. | cust_endpoint_type | cust_endpoint_type | Amazon Connect, Contact, Contact Trace | customer_endpoint_address | |
| Initiation Method | This is the method of how the contact was initiated. | initiation_type | initiation_type | Amazon Connect, Contact, Contact Trace | ||
| Queue Name | The name of the queue. | queue_name | queue_name | Agent Queue Interval, Amazon Connect, Contact Trace, Queue, Queue Interval | ||
| Recording Media Stream | The media stream used during the recorded conversation. | recording_media_stream_type | recording_media_stream_type | Agent, Amazon Connect, Contact, Contact Recording | recording_fragment_start_num, recording_fragment_stop_num | |
| Recording Participant | Information about the conversation participant: whether it's all or they are an agent or contact. | recording_participant_type | recording_participant_type | Agent, Amazon Connect, Contact, Contact Recording | ||
| Recording Status | The status of the recording/transcript. | recording_status | recording_status | Agent, Amazon Connect, Contact, Contact Recording | recording_location, recording_deletion_reason, recording_storage_type | |
| System Endpoint Type | The system endpoint type. Currently, an endpoint can only be a telephone number. | sys_endpoint_type | sys_endpoint_type | Amazon Connect, Contact, Contact Trace | system_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. | transferred_to_endpoint_type | transferred_to_endpoint_type | Amazon Connect, Contact, Contact Trace | transferred_to_endpoint_address |