| eMite Alias | Amazon Connect Metric Name | Amazon Connect Metric Definition | eMite Index | Agent after contact work | eMite Index |
|---|
| Agent after contact work duration | Agent.AfterContactWorkDuration | Total time that an agent spent in the After Contact Work (ACW) status after handling a contact. Agents enter the ACW status after a contact ends and leave it when they select a different agent status. Type: String (hh:mm:ss) | contacts |
| Agent interaction duration | Agent.AgentInteractionDuration | Total time that agents spent interacting with customers on a contact. This does not include hold time or after contact work. Type: String (hh:mm:ss) | contacts |
| Agent customer hold duration | Agent.AfterContactWorkDurationCustomerHoldDuration | Total time that customers spent on hold after being connected to an agent spent in the After Contact Work (ACW) status after handling a contact. Agents enter the ACW status after a contact ends and leave it when they select a different agent status. This includes time spent on a hold when being transferred, but does not include time spent in a queue. Type: String (hh:mm:ss) | contacts |
| Agent | interaction longest hold duration | Agent. | AgentInteractionDurationLongestHoldDuration | Total time that agents spent interacting with customers on a contact. This does not include hold time or after contact work. Type: String (hh:mm:ss) | contacts |
| Agent customer hold duration | Agent.CustomerHoldDuration | Total time 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. Type: String (hh:mm:ss) | contacts |
| Agent longest hold duration | Agent.LongestHoldDuration | The longest time, in whole seconds, that the customer was put on hold by the agent. | contacts |
| Agent number of holds | Agent.NumberOfHolds | The number of times the customer was put on hold while connected to the agent. | contacts |
| Agent connection attempts | AgentConnectionAttempts | The number of times Amazon Connect attempted to connect this contact with an agent. | contacts |
| Queue duration | Queue.Duration | The difference in time, in whole seconds, between EnqueueTimestamp and DequeueTimestamp. | contacts |
| Contacts queued | CONTACTS_QUEUED | Count of contacts placed in the queue.The longest time, in whole seconds, that the customer was put on hold by the agent. | contacts |
| Agent number of holds | Agent.NumberOfHolds | The number of times the customer was put on hold while connected to the agent. | contacts |
| Agent connection attempts | AgentConnectionAttempts | The number of times Amazon Connect attempted to connect this contact with an agent. | contacts |
| Queue duration | Queue.Duration | The difference in time, in whole seconds, between EnqueueTimestamp and DequeueTimestamp. | contacts |
| Contacts queued | CONTACTS_QUEUED | Count of contacts placed in the queue. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts handled | CONTACTS_HANDLED | Count of contacts that were connected to an agent. It doesn’t matter how the contact got to the agent. It could be a customer calling your contact center, or an agent calling the customer. It could be a contact transferred from one agent to another. It could be a contact where the agent answered it, but then they weren’t sure what to do and they transferred the contact away again. As long as the agent was connected to the contact, it increments Contacts handled. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts abandoned | CONTACTS_ABANDONED | Count of contacts disconnected by the customer while in the queue. Contacts queued for callback are not counted as abandoned. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts handledconsulted | CONTACTS_HANDLED CONSULTED | Count of contacts that were connected to an agent.It doesn’t matter how the contact got to the agent. It could be a customer calling your contact center, or an agent calling the customer. It could be a contact transferred from one agent to another. It could be a contact where the agent answered it, but then they weren’t sure what to do and they transferred the contact away again. As long as the agent was connected to the contact, it increments Contacts handledhandled by an agent who consulted with another agent in Amazon Connect. The agent interacts with the other agent, but the customer is not transferred to the other agent. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts agent hung up first | CONTACTS_AGENT_HUNG_UP_FIRST | Count of contacts disconnected where the agent disconnected before the customer. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts abandonedhandled incoming | CONTACTS_ABANDONED HANDLED_INCOMING | Count of incoming contacts disconnected by the customer while in the queue. Contacts queued for callback are not counted as abandoned. that were handled by an agent, including inbound contacts and transferred contacts. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts consultedhandled outbound | CONTACTS_HANDLED_CONSULTED OUTBOUND | Count of outbound contacts that were handled by an agent who consulted with another agent in Amazon Connect. The agent interacts with the other agent, but the customer is not transferred to the other agent. This includes contacts that were initiated by an agent using the CCP. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts agent hung up firstContact hold abandons | CONTACTS_AGENT_HUNG_UP_FIRST HOLD_ABANDONS | Count of contacts disconnected where the agent disconnected before by the customer while on hold. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts handled incomingtransferred in | CONTACTS_HANDLEDTRANSFERRED_INCOMING IN | Count of incoming contacts that were handled contacts transferred to the queue by an agent , including inbound contacts and transferred contactsusing the CCP. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts handled outboundtransferred out | CONTACTS_HANDLEDTRANSFERRED_OUTBOUNDOUT | Count of outbound contacts that were handled by an agent. This includes contacts that were initiated contacts transferred from the queue after being answered by an agent using the CCP. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contact hold abandonsContacts transferred in from queue | CONTACTS_TRANSFERRED_HOLDIN_FROM_ABANDONS QUEUE | Count of contacts disconnected by the customer while on holdtransferred to the queue from another in a Transfer to queue contact flow. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts transferred inout from queue | CONTACTS_TRANSFERRED_IN OUT_FROM_QUEUE | Count of contacts transferred to the queue by an agent using the CCPfrom the queue to another queue in a Transfer to queue contact flow. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) | Contacts transferred out |
| Callback contacts handled | CALLBACK_CONTACTS_TRANSFERRED_OUT HANDLED | Count of contacts transferred from the queue after being answered that were initiated from a queued callback and handled by an agent. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) | Contacts transferred in from queue |
| CONTACTS_TRANSFERRED_IN_FROM_QUEUE | Count of contacts transferred to the queue from another in a Transfer to queue contact flowAPI contacts handled | API_CONTACTS_HANDLED | Count of contacts that were initiated using an Amazon Connect API operation, such as StartOutboundVoiceContact, and handled by an agent. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts transferred out from queuemissed | CONTACTS_TRANSFERRED_OUT_FROM_QUEUE MISSED | Count of contacts transferred from the queue to another queue in a Transfer to queue contact flowrouted 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 also referred as Agent non-response. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Callback contacts handled | CALLBACK_CONTACTS_HANDLED | Count of contacts that were initiated from a queued callback and handled by an agent.Occupancy | OCCUPANCY | Percentage of time that agents were active on contacts. This percentage is calculated as follows: (Agent Handle Time / (Agent Handle Time + Agent Idle Time)) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| API contacts handled | API_CONTACTS_HANDLED | Count of contacts that were initiated using an Amazon Connect API operation, such as StartOutboundVoiceContact, and handled by an agentAverage handle time | HANDLE_TIME Avg | The average time that agents spent on contacts, including hold time and after contact work. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts missed | 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 also referred as Agent non-response.Average after contact work time | AFTER_CONTACT_WORK_TIME Avg | The average time that agents spent doing ACW for a contact. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Occupancy | OCCUPANCY | Percentage of time that agents were active on contacts. This percentage is calculated as follows: (Agent Handle Time / (Agent Handle Time + Agent Idle Time)) * 100 | Maximum queued time | QUEUED_TIME Avg | The longest time that a contact spent waiting in the queue. This includes all contacts added to the queue, even if they were not connected with an agent, such as abandoned contacts. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Average handle queue abandon time | HANDLEABANDON_TIME Avg | The average time that agents spent on contacts, including hold time and after contact workcontacts waited in the queue before being abandoned. This is calculated by averaging the difference between EnqueueTimestamp and DequeueTimestamp (from the CTR) for abandoned contacts.
A contact is considered abandoned if it was removed from a queue but not answered by an agent or queued for callback. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Average after contact work queue answer time | AFTERQUEUE_CONTACT_WORKANSWER_TIME Avg | The average time that agents spent doing ACW for a contactcontacts waited in the queue before being answered by an agent. This is the average of Duration (from the CTR). | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Maximum queued Average customer hold time | QUEUEDHOLD_TIME Avg | The longest average time that a contact spent waiting in the queue. This includes all contacts added to the queue, even if they were not connected with an agent, such as abandoned contactscustomers spent on hold while connected to an agent. This is calculated by averaging CustomerHoldDuration (from the CTR). | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Average queue abandon interaction time | ABANDONINTERACTION_TIME Avg | The average time that contacts waited in the queue before being abandonedagents interacted with customers during contacts. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Average interaction and hold time | INTERACTION_AND_HOLD_TIME Avg | Average of the sum of the agent interaction and customer hold time. This is calculated by averaging the difference between EnqueueTimestamp and DequeueTimestamp (from the CTR) for abandoned contacts.
A contact is considered abandoned if it was removed from a queue but not answered by an agent or queued for callbacksum of the following values from the CTR: AgentInteractionDuration and CustomerHoldDuration. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Average queue answer time | QUEUE_ANSWER_TIME Avg | The average time that contacts waited in the queue before being answered by an agent. This is the average of Duration (from the CTR).Service level 15 seconds | SERVICE_LEVEL_15 | Percentage of contacts removed from the queue between 0 and 15 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Average customer hold time | HOLD_TIME Avg | The average time that customers spent on hold while connected to an agent. This is calculated by averaging CustomerHoldDuration (from the CTR).Service level 20 seconds | SERVICE_LEVEL_20 | Percentage of contacts removed from the queue between 0 and 20 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Average interaction time | INTERACTION_TIME Avg | The average time that agents interacted with customers during contacts. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Average interaction and hold time | INTERACTION_AND_HOLD_TIME Avg | Average of the sum of the agent interaction and customer hold time. This is calculated by averaging the sum of the following values from the CTR: AgentInteractionDuration and CustomerHoldDuration.Service level 25 seconds | SERVICE_LEVEL_25 | Percentage of contacts removed from the queue between 0 and 25 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 15 30 seconds | SERVICE_LEVEL_15 30 | Percentage of contacts removed from the queue between 0 and 15 30 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 20 45 seconds | SERVICE_LEVEL_2045 | Percentage of contacts removed from the queue between 0 and 20 45 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 25 60 seconds | SERVICE_LEVEL_2560 | Percentage of contacts removed from the queue between 0 and 25 60 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 30 90 seconds | SERVICE_LEVEL_3090 | Percentage of contacts removed from the queue between 0 and 30 90 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 45 120 seconds | SERVICE_LEVEL_45120 | Percentage of contacts removed from the queue between 0 and 45 120 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 60 180 seconds | SERVICE_LEVEL_60180 | Percentage of contacts removed from the queue between 0 and 60 180 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 90 240 seconds | SERVICE_LEVEL_90240 | Percentage of contacts removed from the queue between 0 and 90 240 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 120 300 seconds | SERVICE_LEVEL_120300 | Percentage of contacts removed from the queue between 0 and 120 300 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 180 600 seconds | SERVICE_LEVEL_180 600 | Percentage of contacts removed from the queue between 0 and 180 600 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 240 seconds | SERVICE_LEVEL_240 | Percentage of contacts removed from the queue between 0 and 240 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 300 seconds | SERVICE_LEVEL_300 | Percentage of contacts removed from the queue between 0 and 300 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 600 seconds | SERVICE_LEVEL_600 | Percentage of contacts removed from the queue between 0 and 600 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows:
(Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Agents online | AGENTS_ONLINE | Count of agents who have set their status in the CCP to something other than Offline. | queueobservations |
Agents on call | AGENTS_ON_CALL | queueobservations | | Agents staffed | AGENTS_STAFFED | Count of agents who are online in the CCP, and not in NPT (a custom status). | queueobservations |
| Agents after contact work | AGENTS_AFTER_CONTACT_WORK | Count of agents who are in ACW status. | queueobservations |
| Agents NPT | AGENTS_NON_PRODUCTIVE | Count of agents who have set their status in the CCP to a custom status. That is, their CCP status is other than Available or Offline. | queueobservations |
| Oldest contact age | OLDEST_CONTACT_AGE | Length of time in the queue for the contact that has been in the queue the longest. | queueobservations |
| Contacts scheduled | CONTACTS_SCHEDULED | Count of customers in the queue for which there is a callback scheduled. | queueobservations |
| Agents error | AGENTS_ERROR | When this term appears in the Agent Status column, it means there's a contact in an error state. | queueobservations |
| Contacts in queue | CONTACTS_IN_QUEUE | Count of contacts currently in the queue. | queueobservations |
| Agents available | AGENTS_AVAILABLE | The number of agents who can take an inbound contact. An agent can only take inbound contacts when they manually set their status to Available in the CCP (or in some cases when their supervisor changes it). | queueobservations |