Configure Amazon Connect reports for historical data capture

To import historical data into Calabrio ONE, you need to configure and schedule three reports in Amazon Connect, one for each of the following three fields on the ACD Configuration page for Amazon Connect:

To create and save a report for the Service Historical Report S3 Folder field:

First, create and save a new report with the following configurations.

  1. Point to the Metrics and quality icon, and then click Historical metrics.
  2. Next to Queues, select and then click Contact metrics.
  3. Click the Settings icon in the upper-right-hand corner.
  4. Click the Interval & Time range tab.
    • Under Interval, select 30 Minutes.
    • Under Time Zone, select the time zone for your organization.
    • Under Time range, select Today (since 12 am).
  5. Click the Groupings tab. Make sure that Queue and Interval are included in selected groupings.
  6. Click the Metrics tab, and then select Agent metrics. Select the following metrics:
    • Contacts incoming
    • Contacts handled
    • Contacts abandoned
    • After contact work time
    • Customer hold time
    • Contact handle time
    • Agent contact time
    • Contacts missed

    • Service level <number> seconds

      NOTE   Amazon Connect allows you to select a range of service level seconds, from “Service level 15 seconds” to “Service level 600 seconds.” Select the service levels that you want to include in the report and thus use in Calabrio ONE. The metric that you select in this report must match the value that you select in the Service Level Threshold field.

    If you select other metrics, Calabrio ONE will ignore them. If this report is missing any metrics that Calabrio ONE requires, it will be moved to the penaltyBox subfolder for the report in the S3 bucket when Calabrio ONE processes it.

  7. Click Apply.
  8. Click Save.

    • In the Name field, type a name for the report.

      BEST PRACTICE   Give this report the following name: ServiceHistorical.

    • Click Save.

Second, schedule the report that you have just created to run.

  1. Click the drop-down arrow next to Save, and then click Schedule.
  2. Click the Recurrence tab.
    • Under Generate this report, select Hourly, and then select every 0.5 hours.
    • Under Starting at, select 1 AM. The time zone is UTC by default.

    • Under For the previous, select how many hours (0–24) of past data you want the report to include from the time that it runs.

      BEST PRACTICE   The report includes data only on calls that begin during the hours that you select. It does not include data on calls that are active during the hours that you select but begin before them. To make sure that your data is accurate, select the number of hours based on how long your average calls are.

  3. Click the Delivery Options tab, and then type a prefix in the Prefix field. This prefix will be the name of the folder that is created to store the report in the default location.

    NOTE   The default location is where you have configured Amazon Connect to store exported reports.

    BEST PRACTICE   Enter the following prefix: ServiceHistorical.
  4. Click Create.

To create and save a report for the Agent Productivity Report S3 Folder field:

First, create and save a new report with the following configurations.

  1. Point to the Metrics and quality icon, and then click Historical metrics.
  2. Next to Agents, select and then click Agent performance.
  3. Click the Settings icon in the upper-right-hand corner.
  4. Click the Interval and Time range tab.
    • Under Interval, select 30 Minutes.
    • Under Time Zone, select the time zone for your organization.
    • Under Time Range, select Today (since 12 am).
  5. Click the Groupings tab. Make sure that Interval and Agent are included in selected groupings.
  6. Click the Metrics tab, and then select Agent metrics. Select only the following metrics:
    • Agent idle time
    • Non-productive time
    • Online time

    If you select other metrics, Calabrio ONE will ignore them. If this report is missing any metrics that Calabrio ONE requires, it will be moved to the penaltyBox subfolder for the report in the S3 bucket when Calabrio ONE processes it.

  7. Click Apply.
  8. Click Save.

    • In the Name field, type a name for the report.

      BEST PRACTICE   Give this report the following name: AgentProductivity.

    • Click Save.

Second, schedule the report that you have just created to run.

  1. Click the drop-down arrow next to Save, and then click Schedule.
  2. Click the Recurrence tab.
    • Under Generate this report, select Hourly, and then select every 0.5 hours.
    • Under Starting at, select 1 AM. The time zone is UTC by default.

    • Under For the previous, select how many hours (0–24) of past data you want the report to include from the time that it runs.

      BEST PRACTICE   The report includes data only on calls that begin during the hours that you select. It does not include data on calls that are active during the hours that you select but begin before them. To make sure that your data is accurate, select the number of hours based on how long your average calls are.

  1. Click the Delivery Options tab, and then type a prefix in the Prefix field. This prefix will be the name of the folder that is created to store the report in the default location.

    NOTE   The default location is where you have configured Amazon Connect to store exported reports.

    BEST PRACTICE   Enter the following prefix: AgentProductivity.

  2. Click Create.

To create and save a report for the Agent Productivity by Queue Report S3 Folder field:

First, create and save a new report with the following configurations.

  1. Point to the Metrics and quality icon, and then click Historical metrics.
  2. Next to Agents, select and then click Agent performance.
  3. Click the Settings icon in the upper-right-hand corner.
  4. Click the Interval and Time range tab.
    • Under Interval, select 30 Minutes.
    • Under Time Zone, select the time zone for your organization.
    • Under Time Range, select Today (since 12 am).
  5. Click the Groupings tab. Make sure that Interval, Agent, and Queue are included in selected groupings.
  6. Click the Metrics tab, and then select Contact metrics. Select the following metrics:
    • Contacts handled
    • Contacts transferred out
    • After contact work time
    • Customer hold time
    • Contact handle time
    • Agent interaction time
    • Agent on contact time

    If you select other metrics, Calabrio ONE will ignore them. If this report is missing any metrics that Calabrio ONE requires, it will be moved to the penaltyBox subfolder for the report in the S3 bucket when Calabrio ONE processes it.

  7. Click Apply.
  8. Click Save.

    • In the Name field, type a name for the report.

      BEST PRACTICE   Give this report the following name: AgentProductivityByQueue.

    • Click Save.

Second, schedule the report that you have just created to run.

  1. Click the drop-down arrow next to Save, and then click Schedule.
  2. Click the Recurrence tab.
    • Under Generate this report, select Hourly, and then select every 0.5 hours.
    • Under Starting at, select 1 AM. The time zone is UTC by default.

    • Under For the previous, select how many hours (0–24) of past data you want the report to include from the time that it runs.

      BEST PRACTICE   The report includes data only on calls that begin during the hours that you select. It does not include data on calls that are active during the hours that you select but begin before them. To make sure that your data is accurate, select the number of hours based on how long your average calls are.

  3. Click the Delivery Options tab, and then type a prefix in the Prefix field. This prefix will be the name of the folder that is created to store the report in the default location.

    NOTE   The default location is where you have configured Amazon Connect to store exported reports.

    BEST PRACTICE   Enter the following prefix: AgentProductivityByQueue.

  4. Click Create.

Archive and penaltyBox subfolders

When you scheduled each of these reports, Amazon Connect automatically creates a folder for that report in the S3 bucket that stores exported reports. When Calabrio ONE connects to Amazon Connect, it automatically creates two subfolders in each report folder:

  • Archive—After Calabrio ONE processes a report, it moves that report to the archive subfolder. Reports in the archive folder can be deleted, either manually or by configuring a lifecycle rule to delete reports after a specific length of time. For more information about lifecycle rules, consult AWS documentation.
  • PenaltyBox—If a report is missing a metric that Calabrio ONE requires, Calabrio ONE moves that report to the penaltyBox subfolder. Reports in the penaltyBox subfolder can be downloaded and reviewed so that you can identify any missing metrics.