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Table of Contents
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The eMite Index Server maps the document keywords from the elasticsearch data storage against a virtual multidimensional array to allow advanced analytics and reporting. This data is displayed as either a Measure or Dimension, according to its definition. Additionally, the eMite RTBI engine allows for the creation of custom Measures and Dimensions. This data dictionary includes both Predefined and Custom definitions.

More details for Amazon Connect real-time metric definitions can be found here.

More details for Amazon Connect historical metric definitions can be found here.

Amazon Connect Index Summary

Each Index contains data for a particular area of Amazon Connect. 

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30 Seconds

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5 Seconds

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5 Mins

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5 Mins

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Performance metrics for queues aggregated on a daily basis.
All duration fields. Service Level x Seconds, Occupany % is the average of the 24 hours. (Unit: SECONDS
Statistic: AVG)

'Queue Metircs_Daily' aggregation data can be polled in a different timezone if required. If you have more than one timezone configured, you need to select the relevant timezone in your report to see the correct results. 

Also, 'Queue metrics daily' aggregate data by each queue individually and as a whole called 'All'.

When building reports make sure to choose 'All' queues or specific queue whichever you prefer to report on. 

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Agent activity, agent status events for agents. This captures login, logout, agent connects with a contact and state changes.
The index is generated from the real-time activity of the agents and is indexed for historical reporting purposes. 

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emite_awsconnectagenteventobservation

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This index shows current agent activity such as states and is indexed. The index is generated from the real-time activity of the agents and is indexed every 5 secs

Predefined Measures

There are a number of predefined measures that map directly to Amazon Connect metrics.

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titlePredefined Measures

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Table of Contents
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maxLevel7

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Overview

The eMite Index Server maps the document keywords from the Elasticsearch data storage against a virtual multidimensional array to allow advanced analytics and reporting. This data is displayed as either a Measure or Dimension, according to its definition. Additionally, the eMite RTBI engine allows for the creation of custom Measures and Dimensions. This data dictionary includes both Predefined and Custom definitions.

More details for Amazon Connect real-time metric definitions can be found here.

More details for Amazon Connect historical metric definitions can be found here.

...

Amazon Connect Index Summary

Each Index contains data for a particular area of Amazon Connect. 

Related Amazon Connect Area

eMite Index Name

Standard Polling Frequency

Index Description

Contact Trace Records (CTR)

emite_awsconnectcontacttrace

30 Seconds

Performance aggregated metrics for agents.
CTRs capture the events associated with a contact in your contact center. Real-time and historical metrics are based on the data captured in the CTRs.

Current Metrics

QueueObservations

5 Seconds

Organizational presence and routing status aggregated metrics for queues

Historical Metrics

Queue Metrics

5 Mins

Performance metrics for queues aggregated in 30 minutes blocks.
All duration fields. Service Level x Seconds and Occupany % are the averages of the 30-minute block. (Unit: SECONDS
Statistic: AVG)

Historical Metrics

Queue Metrics Daily

5 Mins

Performance metrics for queues aggregated on a daily basis.
All duration fields. Service Level x Seconds, Occupany % is the average of the 24 hours. (Unit: SECONDS
Statistic: AVG)

'Queue Metircs_Daily' aggregation data can be polled in a different timezone if required. If you have more than one timezone configured, you need to select the relevant timezone in your report to see the correct results. 

Also, 'Queue metrics daily' aggregate data by each queue individually and as a whole called 'All'.

When building reports make sure to choose 'All' queues or specific queue whichever you prefer to report on. 

Historical Metrics

emite_awsconnectagenteventhistory

120 Seconds

Agent activity, agent status events for agents. This captures login, logout, agent connects with a contact and state changes.
The index is generated from the real-time activity of the agents and is indexed for historical reporting purposes. 

Historical Metrics

emite_awsconnectagenteventobservation

5 Seconds

This index shows current agent activity such as states and is indexed. The index is generated from the real-time activity of the agents and is indexed every 5 secs

...

Predefined Measures

There are a number of predefined measures that map directly to Amazon Connect metrics.

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, Count of contacts disconnected by the customer while in the queue. Contacts queued for callback are not counted as abandoned. 
Expand
titlePredefined Measures
it increments Contacts handled.

eMite Alias

Amazon Connect Metric Name

Amazon Connect Metric Definition

eMite Index

Agent after contact work duration

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)

emite_awsconnectcontacttrace

Agent interaction duration

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)

emite_awsconnectcontacttrace

Agent customer hold duration

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)

emite_awsconnectcontacttrace

Agent longest hold duration

LongestHoldDuration 

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

emite_awsconnectcontacttrace

Agent number of holds

NumberOfHolds 

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

emite_awsconnectcontacttrace

Agent connection attempts

AgentConnectionAttempts

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

emite_awsconnectcontacttrace

Queue duration

QueueDuration

The difference in time, in whole seconds, between EnqueueTimestamp and DequeueTimestamp.

emite_awsconnectcontacttrace

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 consulted

CONTACTS_CONSULTED 

Count of contacts 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.

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 handled incoming

CONTACTS_HANDLED_INCOMING 

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

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts handled outbound

CONTACTS_HANDLED_OUTBOUND

Count of outbound contacts that were handled by an agent. This includes contacts that were initiated by an agent using the CCP.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contact hold abandons

CONTACTS_HOLD_ABANDONS 

Count of contacts disconnected by the customer while on hold.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts transferred in

CONTACTS_TRANSFERRED_IN 

Count of contacts transferred to the queue by an agent using the CCP.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts transferred out

CONTACTS_TRANSFERRED_OUT 

Count of contacts transferred from the queue after being answered 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 flow.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts transferred out from queue

CONTACTS_TRANSFERRED_OUT_FROM_QUEUE 

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

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.

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 agent.

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.

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

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Average 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 handledCONTACTS_HANDLED 

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)

Contacts abandonedCONTACTS_ABANDONED Count of contacts 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

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)

Contacts consultedCONTACTS_CONSULTED Count of contacts disconnected where the agent disconnected before the customer

Average queue abandon time

ABANDON_TIME Avg

The average time that contacts 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)

Contacts agent hung up firstCONTACTS_AGENT_HUNG_UP_FIRST Count of incoming contacts that were handled by an agent, including inbound contacts and transferred contacts

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).

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts handled incomingCONTACTS_HANDLED_INCOMING Count of outbound contacts that were handled by an agent. This includes contacts that were initiated by an agent using the CCP

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).

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts handled outboundCONTACTS_HANDLED_OUTBOUND

Average interaction time

INTERACTION_TIME Avg

The average time that agents interacted with customers during contacts.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contact

Average interaction and hold

abandons

time

CONTACTS

INTERACTION_AND_HOLD_

ABANDONS Count of contacts disconnected by the customer while on holdCount of contacts transferred to the queue by an agent using the CCP.

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.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

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

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)

Contacts transferred outCONTACTS_TRANSFERRED_OUT 

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)

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

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)

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

Service level 30 seconds

SERVICE_LEVEL_30

Percentage of contacts removed from the queue between 0 and 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)

Callback contacts handledCALLBACK_CONTACTS_HANDLED 

Service level 45 seconds

SERVICE_LEVEL_45

Percentage of contacts removed from the queue between 0 and 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)

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

Service level 60 seconds

SERVICE_LEVEL_60

Percentage of contacts removed from the queue between 0 and 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)

Contacts missedCONTACTS_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.Percentage of time that agents were active on contacts

Service level 90 seconds

SERVICE_LEVEL_90

Percentage of contacts removed from the queue between 0 and 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)

OccupancyOCCUPANCY

Service level 120 seconds

SERVICE_LEVEL_120

Percentage of contacts removed from the queue between 0 and 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:
(

Agent Handle Time / (Agent Handle Time + Agent Idle Time)

Contacts removed from queue in X seconds / Contacts queued) * 100

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Average handle timeHANDLE_TIME AvgThe average time that agents spent on contacts, including hold time and after contact work.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Average after contact work timeAFTER_CONTACT_WORK_TIME AvgThe average time that agents spent doing ACW for a contact.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.

Service level 180 seconds

SERVICE_LEVEL_180 

Percentage of contacts removed from the queue between 0 and 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)

Maximum queued timeQUEUED_TIME AvgThe average time that contacts 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.

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)

Average queue abandon timeABANDON_TIME AvgThe 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 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)

Average queue answer timeQUEUE_ANSWER_TIME Avg

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)

Average customer hold timeHOLD_TIME AvgThe average time that customers 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 interaction timeINTERACTION_TIME AvgThe average time that agents interacted with customers during contacts.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Average interaction and hold timeINTERACTION_AND_HOLD_TIME AvgAverage 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.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Service level 15 secondsSERVICE_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)

Service level 20 secondsSERVICE_LEVEL_20Percentage 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)

Service level 25 secondsSERVICE_LEVEL_25Percentage 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 30 secondsSERVICE_LEVEL_30Percentage of contacts removed from the queue between 0 and 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 45 secondsSERVICE_LEVEL_45Percentage of contacts removed from the queue between 0 and 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 60 secondsSERVICE_LEVEL_60Percentage of contacts removed from the queue between 0 and 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 90 secondsSERVICE_LEVEL_90Percentage of contacts removed from the queue between 0 and 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 120 secondsSERVICE_LEVEL_120Percentage of contacts removed from the queue between 0 and 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 180 secondsSERVICE_LEVEL_180 Percentage of contacts removed from the queue between 0 and 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 240 secondsSERVICE_LEVEL_240Percentage 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 secondsSERVICE_LEVEL_300Percentage 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 secondsSERVICE_LEVEL_600Percentage 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 onlineAGENTS_ONLINE Count of agents who have set their status in the CCP to something other than Offline.queueobservationsAgents on callAGENTS_ON_CALL queueobservationsAgents staffedAGENTS_STAFFED Count of agents who are online in the CCP, and not in NPT (a custom status).queueobservationsAgents after contact workAGENTS_AFTER_CONTACT_WORK Count of agents who are in ACW status.queueobservationsAgents NPTAGENTS_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.queueobservationsOldest contact ageOLDEST_CONTACT_AGE Length of time in the queue for the contact that has been in the queue the longest.queueobservationsContacts scheduledCONTACTS_SCHEDULED Count of customers in the queue for which there is a callback scheduled.queueobservationsAgents errorAGENTS_ERROR When this term appears in the Agent Status column, it means there's a contact in an error state.queueobservationsContacts in queueCONTACTS_IN_QUEUE Count of contacts currently in the queue.queueobservationsAgents availableAGENTS_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

Custom Measures

...

(SUM({} * [Measures].[CONTACTS_MISSED
Expand
titleemite_awsconnectcontacttrace
eMite Measure NameClassificationMeasure Definition
Handled CountCustom MeasuresSUM({} * [Measures].[NonZeroInteractions Count])
Transferred CountCustom MeasuresSUM({[InitiationMethod].[InitiationMethod].[TRANSFER]} * [Measures].[contacts Count])
Agent interaction and hold timeCustom MeasuresSUM({} * [Measures].[Agent.AgentInteractionDuration Sum])+SUM({} * [Measures].[Agent.CustomerHoldDuration Sum])
Contact handle timeCustom MeasuresSUM({} * [Measures].[Agent interaction and hold time])+SUM({} * [Measures].[Agent.AfterContactWorkDuration Sum])
Inbound CallsCustom MeasuresSUM({[InitiationMethod].[InitiationMethod].[INBOUND]} * [Measures].[contacts Count])
Outbound CallsCustom MeasuresSUM({[InitiationMethod].[InitiationMethod].[OUTBOUND]} * [Measures].[contacts Count])
Today Handled CountTrend MeasuresSUM({[InitiationTimestamp].[Date]=@Today} * [Measures].[NonZeroInteractions Count])
Today Interaction TimeTrend MeasuresSUM({[InitiationTimestamp].[Date]=@Today} * [Measures].[Agent.AgentInteractionDuration Sum])
Today Hold TimeTrend MeasuresSUM({[InitiationTimestamp].[Date]=@Today} * [Measures].[Agent.CustomerHoldDuration Sum])
Today ACW TimeTrend MeasuresSUM({[InitiationTimestamp].[Date]=@Today} * [Measures].[Agent.AfterContactWorkDuration Sum])
This Week Handled CountTrend MeasuresSUM({[InitiationTimestamp].[Date]=@ThisWeek} * [Measures].[NonZeroInteractions Count])
Last Week Handled CountTrend MeasuresSUM({[InitiationTimestamp].[Date]=@LastWeek} * [Measures].[NonZeroInteractions Count])
This Week Talk TimeTrend MeasuresSUM({[InitiationTimestamp].[Date]=@ThisWeek} * [Measures].[Agent.AgentInteractionDuration Sum])
Last Week Talk TimeTrend MeasuresSUM({[InitiationTimestamp].[Date]=@LastWeek} * [Measures].[Agent.AgentInteractionDuration Sum])
Expand
titleQueue Metrics
eMite Measure NameClassificationMeasure Definition
% MissedCustom Measures

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

...

Custom Measures

Some Indexes also include a number of measures which have been created by eMite as either a Custom Measure (KPI), Calculated Measure, or Virtual Member. eMite provides these measures over and above the standard measures received from Amazon Connect.

Expand
titleemite_awsconnectcontacttrace

eMite Measure Name

Classification

Measure Definition

Handled Count

Custom Measures

[Measures].[emite_awsconnectcontacttrace Count], FILTER [Handled].[Handled].[NonZeroInteractions]

(NonZeroInteractions = AgentInteractionDuration > 0)

Transferred Count

Custom Measures

[Measures].[emite_awsconnectcontacttrace Count], FILTER [InitiationMethod].[TRANSFER]

Agent interaction and hold time

Custom Measures

[Predefined Measures_Sum].[AgentInteractionDuration] + [Predefined Measures_Sum].[CustomerHoldDuration Sum]

Contact handle time

Custom Measures

[Custom Measures].[Agent interaction and hold time] + [Predefined Measures_Sum].[AgentAfterContactWorkDuration Sum])

Inbound Calls

Custom Measures

[Measures].[emite_awsconnectcontacttrace Count], FILTER [InitiationMethod].[INBOUND] && [Measures].[emite_awsconnectcontacttrace Count], FILTER[InitiationMethod].[TRANSFER]

Inbound Handled

Custom Measures

SUM({[InboundHandledCalls].[InboundHandledCalls].[InboundHandledCalls]} * [Measures].[emite_awsconnectcontacttrace Count])

(InboundHandledCalls = AgentInteractionDuration >= 0 and InitiationMethod = 'INBOUND' OR 'TRANSFER' )

Outbound Calls

Custom Measures

[Measures].[emite_awsconnectcontacttrace Count], FILTER [InitiationMethod].[OUTBOUND]

Outbound Handled

Custom Measures

SUM({[OutboundHandledCalls].[OutboundHandledCalls].[OutboundHandledCalls]} * [Measures].[emite_awsconnectcontacttrace Count])

(OutboundHandledCalls = AgentInteractionDuration > 0 and InitiationMethod = 'OUTBOUND')

ASA

Custom Measures

[Predefined Measures_Sum].[QueueDuration Sum], FILTER [InboundHandledCalls]/ [Measures].[emite_awsconnectcontacttrace Count], FILTER [InboundHandledCalls]

(Callbacks and Outbound Calls are NOT included)

Average Handle Time

Custom Measures

[Custom Measures].[Contact handle time] /  [Custom Measures].[Handled Count])

Average Talk Time

Custom Measures

[Predefined Measures_Sum].[AgentInteractionDuration]/  [Custom Measures].[Handled Count])

Abandoned Calls

Custom Measures

[Measures].[emite_awsconnectcontacttrace Count], FILTER [Abandoned].[Queue Abandoned]

(Queue Abandoned = AgentUsername is NULL and QueueName is NOTNULL and NextContactID is NULL)

Offered Calls

Custom Measures

[Measures].[emite_awsconnectcontacttrace Count], FILTER .[OfferedCalls].[Offered Calls]

(Offered Calls = QueueName is NOTNULL)

Org Service Level

(Default 60 Secs, Can be modified depending on organization standards)

Custom Measures

( [Custom Measures].[Offered Calls], FILTER [WaitTimeBucket].[Less Than 60 Seconds] && [Custom Measures].[Offered Calls], FILTER [InitiationMethod].[INBOUND] && [Custom Measures].[Offered Calls], FILTER [InitiationMethod].[TRANSFER] / [Custom Measures].[Offered Calls], FILTER [WaitTimeBucket].[All] && [Custom Measures].[Offered Calls], FILTER [InitiationMethod].[INBOUND] && [Custom Measures].[Offered Calls], FILTER [InitiationMethod].[TRANSFER] ) * 100

(WaitTimeBucket is based on QueueDuration where QueueDuration is created in different buckets e.g: Call answered within 20 Seconds, Call answered within 60 Seconds, etc. )

Calculated by:

(Offered calls removed from the queue in 60 seconds where InitiationMethod is INBOUND && TRANSFER / Offered Calls where InitiationMethod is INBOUND && TRANSFER ) * 100

Contacts transferred in

Custom Measures

[Measures].[emite_awsconnectcontacttrace Count], FILTER [InitiationMethod].[TRANSFER]

Contacts transferred out

Custom Measures

[Measures].[emite_awsconnectcontacttrace Count], FILTER [TransferredOut].[TransferredOut].[Yes]

(Transferred Out = TransferCompletedTimestamp is NOTNULL)

Contacts transferred out internal

Custom Measures

[Measures].[emite_awsconnectcontacttrace Count], FILTER [TransferredOutInternal].[TransferredOutInternal].[Yes]

(TransferredOutInternal= TransferCompletedTimestamp and TransferredToEndPointType is NOTNULL )

Contacts transferred out external

Custom Measures

[Measures].[emite_awsconnectcontacttrace Count], FILTER [TransferredExternal].[TransferredExternal].[TransferredExternal]

(TransferredExternal = TransferredToEndPointType is NOTNULL)

Average agent customer hold duration

Custom Measures

[Measures].[CustomerHoldDuration Sum] / [Measures].[emite_awsconnectcontacttrace Count], FILTER [CallsHold].[Hold_True] 

(Hold_True = CustomerHoldDuration > 0)

Callback Handled

Custom Measures

[Custom Measures].[Handled Count], FILTER [InitiationMethod].[CALLBACK]

% Answered

Custom Measures

([Measures].[Inbound Handled]/ [Custom Measures].[Offered Calls]) * 100

% Abandoned

Custom Measures

([Custom Measures].[Abandoned Calls] / [Custom Measures].[Offered Calls]) * 100

Average queue abandon time

Custom Measures

[Measures].[QueueDuration Avg], FILTER [Abandoned].[Queue Abandoned]

Today Handled Count

Trend Measures

SUM({[InitiationTimestamp].[Date]=@Today} * {[Handled].[Handled].[NonZeroInteractions]} * [Measures].[emite_awsconnectcontacttrace Count])

Yesterday Handled Count

Trend Measures

SUM({[InitiationTimestamp].[Date]=@Yesterday} * {[Handled].[Handled].[NonZeroInteractions]} * [Measures].[emite_awsconnectcontacttrace Count])

Today Interaction Time

Trend Measures

SUM({[InitiationTimestamp].[Date]=@Today} * [Measures].[AgentInteractionDuration Sum])

Today Hold Time

Trend Measures

SUM({[InitiationTimestamp].[Date]=@Today} * [Measures].[CustomerHoldDuration Sum])

Today ACW Time

Trend Measures

SUM({[InitiationTimestamp].[Date]=@Today} * [Measures].[AgentAfterContactWorkDuration Sum])

This Week Handled Count

Trend Measures

[Measures].[emite_awsconnectcontacttrace Count], FILTER .[Handled].[NonZeroInteractions] && [InitiationTimestamp].[Date]=@ThisWeek

Last Week Handled Count

Trend Measures

[Measures].[emite_awsconnectcontacttrace Count], FILTER .[Handled].[NonZeroInteractions] && [InitiationTimestamp].[Date]=@LastWeek

This Week Talk Time

Trend Measures

[Measures].[AgentInteractionDuration Sum], FILTER [InitiationTimestamp].[Date]=@ThisWeek

Last Week Talk Time

Trend Measures

[Measures].[AgentInteractionDuration Sum], FILTER [InitiationTimestamp].[Date]=@LastWeek

YTD Handled Count

Trend Measures

[Measures].[emite_awsconnectcontacttrace Count], FILTER .[Handled].[NonZeroInteractions] && [InitiationTimestamp].[Year]=@ThisYear

MTD Handled Count

Trend Measures

[Measures].[emite_awsconnectcontacttrace Count], FILTER .[Handled].[NonZeroInteractions] && [InitiationTimestamp].[Month And Year]=@ThisMonthAndYear

Last 1 Hour Handled Count

Trend Measures

[Measures].[emite_awsconnectcontacttrace Count], FILTER .[Handled].[NonZeroInteractions] && [InitiationTimestamp].[Date]=@Last1Hours

Today ASA

Trend Measures

[Custom Measures].[ASA], FILTER [InitiationTimestamp].[Date]=@Today

Today GOS

Trend Measures

[Custom Measures].[Org Service Level], FILTER [InitiationTimestamp].[Date]=@Today

Yesterday ASA

Trend Measures

[Custom Measures].[ASA], FILTER [InitiationTimestamp].[Date]=@Yesterday

Last 6 Days ASA

Trend Measures

[Custom Measures].[ASA], FILTER [InitiationTimestamp].[Date]=@Last6days

Last 7 Days ASA

Trend Measures

[Custom Measures].[ASA], FILTER [InitiationTimestamp].[Date]=@Last7days

Last 7 Days GOS

Trend Measures

[Custom Measures].[Org Service Level], FILTER [InitiationTimestamp].[Date]=@Last7days

Last 7 Days % Abandoned

Trend Measures

[Custom Measures].[% Abandoned], FILTER [InitiationTimestamp].[Date]=@Last7days

Last 7 Days % Answered

Trend Measures

[Custom Measures].[% Answered], FILTER [InitiationTimestamp].[Date]=@Last7days

7 Days Ago ASA

Trend Measures

SUM({} * [Trend Measures].[Last 7 Days ASA])-SUM({} * [Trend Measures].[Last 6 Days ASA])

SUM({
Expand
titleQueue Metrics

eMite Measure Name

Classification

Measure Definition

% Missed

Custom Measures

(SUM({} * [Measures].[CONTACTS_MISSED Sum])/SUM({} * [Measures].[CONTACTS_HANDLED Sum]))*100 

% Transferred

Custom Measures

(SUM({} * [Measures].[Transferred In and Out])/SUM({} * [Measures].[CONTACTS_HANDLED Sum]))*100 

% Abandoned

Custom Measures

(SUM({} * [Measures].[CONTACTS_ABANDONED Sum])/SUM({} * [Measures].[Offered Calls]))*100 

% Answered

Custom Measures

(SUM({} * [Measures].[CONTACTS_HANDLED Sum])/SUM({} * [Measures].[Offered Calls]))*100 

Offered Calls

(excludes outbound calls made by agent but not answered/callback requests/callback retries)

Custom Measures

SUM({} * [Measures].[CONTACTS_ABANDONED Sum])+SUM({} * [Measures].[CONTACTS_HANDLED Sum])

Answer Time per Call

Custom Measures

SUM({} * [Measures].[QUEUE_ANSWER_TIME Sum])/SUM({} * [Measures].[CONTACTS_HANDLED Sum]

)

)

*100 

%

Transferred

Agents hung up first

Custom Measures

(SUM({} * [Measures].[

Transferred In and Out

CONTACTS_AGENT_HUNG_UP_FIRST Sum])/SUM({} * [Measures].[CONTACTS_HANDLED Sum]))*100 

% Abandoned

Transferred In and Out

Custom Measures

(

SUM({} * [Measures].[CONTACTS_

ABANDONED

TRANSFERRED_IN Sum])

/

+SUM({} * [Measures].[

Offered Calls]))*100 % Answered

CONTACTS_TRANSFERRED_OUT Sum])

Org Service Level

Custom Measures

(

SUM({} * [Measures].[

CONTACTS_HANDLED Sum])/

SERVICE_LEVEL_X Avg])

Yesterday Handled Count

Trend Measures

SUM({

} *

[

Measures

StartDate].[

Offered Calls]))*100 
Offered CallsCustom Measures

Date]=@Yesterday} * [Measures].[CONTACTS_

ABANDONED

HANDLED Sum])

+Custom

Today Handled Count

Trend Measures

SUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_HANDLED Sum])

Answer Time per Call

Last 6 Days Handled Count

Trend Measures

SUM({[StartDate].[Date]=@Last6days} * [Measures].[

QUEUE

CONTACTS_

ANSWER_TIME

HANDLED Sum])

/Custom

Last 7 Days Handled Count

Trend Measures

SUM({[StartDate].[Date]=@Last7days} * [Measures].[CONTACTS_HANDLED Sum])

% Agents hung up first

7 Days Ago Handled Count

Trend Measures

(

SUM({} * [Measures].[

CONTACTS_AGENT_HUNG_UP_FIRST Sum

Handled 7])

/

-SUM({} * [Measures].[

CONTACTS_HANDLED Sum

Handled 6])

)*100 Transferred In and OutCustom

Today Abandoned Count

Trend Measures

SUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_

TRANSFERRED_IN

ABANDONED Sum])

+

Yesterday Abandoned Count

Trend Measures

SUM({[StartDate].[Date]=@Yesterday} * [Measures].[CONTACTS_

TRANSFERRED_OUT Custom

ABANDONED Sum])

Org Service Level

Last 6 Days Abandoned Count

Trend Measures

SUM({[StartDate].[Date]=@Last6days} * [Measures].[

SERVICE_LEVEL_X Avg

CONTACTS_ABANDONED Sum])

Yesterday Handled

Last 7 Days Abandoned Count

Trend Measures

SUM({[StartDate].[Date]=

@Yesterday

@Last7days} * [Measures].[CONTACTS_

HANDLED

ABANDONED Sum])

Today Handled

7 Days Ago Abandoned Count

Trend Measures

SUM({} * [

StartDate

Measures].[

Date]=@Today

Last 7 Days Abandoned Count])-SUM({} * [Measures].[

CONTACTS_HANDLED Sum

Last 6 Days Abandoned Count])

Last

6

7 Days

Handled Count

% Answered

Trend Measures

(SUM({[StartDate].[Date]=

@Last6days

@Last7Days} * [Measures].[CONTACTS_HANDLED Sum])

Last 7 Days Handled CountTrend Measures

/SUM({[StartDate].[Date]=

@Last7days

@Last7Days} * [Measures].[

CONTACTS_HANDLED Sum

Total Calls]))*100 

Last 7 Days

Ago Handled Count

% Abandoned

Trend Measures

(SUM({

} *

[

Measures

StartDate].[

Handled 7])-SUM({

Date]=@Last7Days} * [Measures].[

Handled 6

CONTACTS_ABANDONED Sum])

Today Abandoned CountTrend Measures

/SUM({[StartDate].[Date]=

@Today

@Last7Days} * [Measures].[

CONTACTS_ABANDONED Sum

Total Calls])

Yesterday Abandoned Count

)*100 

Today GOS

Trend Measures

SUM({[StartDate].[Date]=

@Yesterday

@Today} * [Measures].[

CONTACTS_ABANDONED Sum])Last 6 Days Abandoned CountTrend MeasuresSUM({[StartDate].[Date]=@Last6days

SERVICE_LEVEL_60 Avg])

Trend
Expand
titleQueueMetrics_Daily

eMite Measure Name

Classification

Measure Definition

% Agents first hung up

Custom Measures

(SUM({} * [Measures].[CONTACTS_AGENT_HUNG_UP_FIRST Sum])/SUM({} * [Measures].[CONTACTS_

ABANDONED

HANDLED Sum]))*100 

Last 7 Days

% Abandoned

Count

Trend

Custom Measures

(SUM({} * [

StartDate

Measures].[

Date]=@Last7days

CONTACTS_ABANDONED Sum])/SUM({} * [Measures].[

CONTACTS_ABANDONED Sum

Offered Calls])

7 Days Ago Abandoned Count

)*100 

% Answered

Custom Measures

(SUM({} * [Measures].[

Last 7 Days Abandoned Count

CONTACTS_HANDLED Sum])

-

/SUM({} * [Measures].[

Last 6 Days Abandoned Count

Offered Calls]))*100 

Last 7 Days

%

Answered

Transferred

Trend

Custom Measures

(SUM(

{[StartDate].[Date]=@Last7Days

{} * [Measures].[

CONTACTS_HANDLED Sum

Transferred_In_and_out])/SUM({

[StartDate].[Date]=@Last7Days

} * [Measures].[

Total CallsTrend

CONTACTS_HANDLED Sum]))*100 

Last 7 Days % Abandoned

Transferred_In_and_out

Custom Measures

(

SUM({

[StartDate].[Date]=@Last7Days

} * [Measures].[CONTACTS_TRANSFERRED_

ABANDONED

IN Sum])

/

+SUM({

[StartDate].[Date]=@Last7Days

} * [Measures].[

Total Calls]))*100 Today GOSTrend

CONTACTS_TRANSFERRED_OUT Sum])

Offered Calls

(excludes outbound calls made by agent but not answered)

Custom Measures

SUM({

[StartDate].[Date]=@Today

} * [Measures].[

SERVICE_LEVEL_60 Avg])
Expand
titleQueueMetrics_Daily
eMite Measure NameClassificationMeasure Definition% Agents first hung upCustom Measures(

CONTACTS_ABANDONED Sum])+SUM({} * [Measures].[CONTACTS_

AGENT_HUNG_UP_FIRST

HANDLED Sum])

/

Today GOS

Trend Measures

SUM({[StartDate].[Date]=@Today} * [Measures].[

CONTACTS_HANDLED Sum

SERVICE_LEVEL_60 Avg])

)*100 % AbandonedCustom

Yesterday GOS

Trend Measures

(

SUM({

} *

[

Measures

StartDate].[

CONTACTS_ABANDONED Sum])/SUM({

Date]=@Yesterday} * [Measures].[

Offered Calls

SERVICE_LEVEL_60 Avg])

)*100 % AnsweredCustom

Today Handled Count

Trend Measures

(

SUM({

} *

[

Measures

StartDate].[

CONTACTS_HANDLED Sum])/SUM({

Date]=@Today} * [Measures].[

Offered Calls

CONTACTS_HANDLED Sum])

)*100 % TransferredCustom

Yesterday Handled Count

Trend Measures

(

SUM({

} *

[

Measures

StartDate].[

Transferred_In_and_out])/SUM({

Date]=@Yesterday} * [Measures].[CONTACTS_HANDLED Sum])

)*100 Transferred_In_and_outCustom

Last 6 Days Handled Count

Trend Measures

SUM({

} *

[

Measures

StartDate].[

CONTACTS_TRANSFERRED_IN Sum])+SUM({

Date]=@Last6days} * [Measures].[CONTACTS_

TRANSFERRED_OUT Custom

HANDLED Sum])

Offered Calls

Last 7 Days Handled Count

Trend Measures

SUM({

} *

[

Measures

StartDate].[

CONTACTS_ABANDONED Sum])+SUM({

Date]=@Last7days} * [Measures].[CONTACTS_HANDLED Sum])

Today GOS

7 Days Ago Handled Count

Trend Measures

SUM({} * [

StartDate

Measures].[

Date]=@Today

Last 7 Days Handled Count])-SUM({} * [Measures].[

SERVICE_LEVEL_60 Avg

Last 6 Days Handled Count])

Yesterday

Last 6 Days GOS

Trend Measures

SUM({[StartDate].[StartDate].[Date]=

@Yesterday

@Last6days} * [Measures].[SERVICE_LEVEL_60 Avg])

Today Handled Count

Last 7 Days GOS

Trend Measures

SUM({[StartDate].[StartDate].[Date]=

@Today

@Last7days} * [Measures].[

CONTACTS_HANDLED Sum

SERVICE_LEVEL_60 Avg])

Yesterday Handled Count

7 Days Ago GOS

Trend Measures

SUM({

[StartDate].[Date]=@Yesterday

} * [Measures].[

CONTACTS_HANDLED Sum])Last 6 Days Handled CountTrend MeasuresSUM({[StartDate].[Date]=@Last6days

Last 7 Days GOS])-SUM({} * [Measures].[

CONTACTS_HANDLED Sum

Last 6 Days GOS])

Last 7 Days Handled Count

Today ASA

Trend Measures

SUM({[StartDate].[Date]=

@Last7days

@Today} * [Measures].[

CONTACTS

QUEUE_ANSWER_

HANDLED

TIME Sum])

7 Days Ago Handled Count

Yesterday ASA

Trend Measures

SUM({

} *

[

Measures

StartDate].[

Last 7 Days Handled Count])-SUM({

Date]=@Yesterday} * [Measures].[

Last 6 Days Handled Count

QUEUE_ANSWER_TIME Sum])

Last 6 Days

GOS

ASA

Trend Measures

SUM({[StartDate].[

StartDate].[

Date]=@Last6days} * [Measures].[

SERVICE

QUEUE_

LEVEL

ANSWER_

60 Avg

TIME Sum])

Last 7 Days

GOS

ASA

Trend Measures

SUM({

[StartDate].

[StartDate].[Date]=@Last7days} * [Measures].[

SERVICE

QUEUE_

LEVEL

ANSWER_

60 Avg

TIME Sum])

7 Days Ago

GOS

ASA

Trend Measures

SUM({} * [Measures].[

Last

Average GOS 7

Days GOS

])-SUM({} * [Measures].[

Last

Average GOS 6

Days GOS

])

Today

ASA

Abandoned Count

Trend Measures

SUM({[StartDate].[Date]=@Today} * [Measures].[

QUEUE

CONTACTS_

ANSWER_TIME

ABANDONED Sum])

Yesterday

ASA

Abandoned Count

Trend Measures

SUM({[StartDate].[Date]=@Yesterday} * [Measures].[

QUEUE

CONTACTS_

ANSWER_TIME

ABANDONED Sum])

Last 6 Days

ASA

Abandoned Count

Trend Measures

SUM({[StartDate].[Date]=@Last6days} * [Measures].[

QUEUE

CONTACTS_

ANSWER_TIME

ABANDONED Sum])

Last 7 Days

ASA

Abandoned Count

Trend Measures

SUM({[StartDate].[Date]=@Last7days} * [Measures].[

QUEUE

CONTACTS_

ANSWER_TIME

ABANDONED Sum])

7 Days Ago

ASA

Abandoned Count

Trend Measures

SUM({} * [Measures].[

Average GOS

Last 7 Days Abandoned Count])-SUM({} * [Measures].[

Average GOS

Last 6 Days Abandoned Count])

Today

Last 7 Days % Abandoned

Count

Trend Measures

(SUM({[StartDate].[Date]=

@Today

@Last7Days} * [Measures].[CONTACTS_ABANDONED Sum])

Yesterday Abandoned Count

/SUM({[StartDate].[Date]=@Last7Days} * [Measures].[Offered Calls]))*100 

Last 7 Days % Answered

Trend Measures

(SUM({[StartDate].[Date]=

@Yesterday

@Last7Days} * [Measures].[CONTACTS_

ABANDONED

HANDLED Sum])

Last 6 Days Abandoned CountTrend Measures

/SUM({[StartDate].[Date]=

@Last6days

@Last7Days} * [Measures].[

CONTACTS_ABANDONED Sum

Offered Calls])

Last 7 Days Abandoned Count

)*100 

Today Avg Handle Time

Trend Measures

SUM({[StartDate].[Date]=

@Last7days

@Today} * [Measures].[

CONTACTS

HANDLE_

ABANDONED

TIME Sum])

7 Days Ago Abandoned Count

Today Avg Hold Time

Trend Measures

SUM({

} *

[

Measures

StartDate].[

Last 7 Days Abandoned Count])-SUM({

Date]=@Today} * [Measures].[

Last 6 Days Abandoned Count

HOLD_TIME Sum])

Last 7 Days % Abandoned

Yesterday Avg Hold Time

Trend Measures

(

SUM({[StartDate].[Date]=

@Last7Days

@Yesterday} * [Measures].[

CONTACTS

HOLD_

ABANDONED

TIME Sum])

/

Last 6 Days Avg Hold Time

Trend Measures

SUM({[StartDate].[Date]=

@Last7Days

@Last6days} * [Measures].[

Offered Calls

HOLD_TIME Sum])

)*100 

Last 7 Days

% Answered

Hold Time

Trend Measures

(

SUM({[StartDate].[Date]=

@Last7Days

@Last7days} * [Measures].[

CONTACTS

HOLD_

HANDLED

TIME Sum])

/

7 Days Ago Avg Hold Time

Trend Measures

SUM({} * [

StartDate

Measures].[

Date]=@Last7Days

Last 7 Days Hold Time])-SUM({} * [Measures].[

Offered Calls]))*100 Today

Last 6 Days Avg Hold Time])

Last 7 Days Avg Handle Time

Trend Measures

SUM({[StartDate].[Date]=

@Today

@Last7Days} * [Measures].[HANDLE_TIME Sum])

Today

Avg Hold Time

% Occupancy

Trend Measures

SUM({[StartDate].[Date]=@Today} * [Measures].[

HOLD_TIME

OCCUPANCY Sum])

Yesterday

Avg Hold Time

% Occupancy

Trend Measures

SUM({[StartDate].[Date]=@Yesterday} * [Measures].[

HOLD_TIME

OCCUPANCY Sum])

Last 6 Days

Avg Hold Time

% Occupancy

Trend Measures

SUM({[StartDate].[Date]=

@Last6days

@Last6Days} * [Measures].[

HOLD_TIME

OCCUPANCY Sum])

Last 7 Days

Hold Time

% Occupancy

Trend Measures

SUM({[StartDate].[Date]=

@Last7days

@Last7Days} * [Measures].[

HOLD_TIME

OCCUPANCY Sum])

7 Days Ago

Avg Hold Time

% Occupancy

Trend Measures

SUM({} * [Measures].[Last 7 Days

Hold Time

% Occupancy])-SUM({} * [Measures].[Last 6 Days

Avg Hold Time

% Occupancy])

Last 7 Days Avg Handle TimeTrend Measures

Today Offered Calls

Trend Measures

SUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_ABANDONED Sum])+SUM({[StartDate].[Date]=

@Last7Days

@Today} * [Measures].[

HANDLE

CONTACTS_

TIME

HANDLED Sum])

Today

% Occupancy

Callback Handled

Trend Measures

SUM({[StartDate].[Date]=@Today} * [Measures].[

OCCUPANCY

CALLBACK_CONTACTS_HANDLED Sum])

Yesterday % OccupancyTrend Measures
Queue Observations
Expand
titleQueue Observations
title

eMite Measure Name

Classification

Measure Definition

% Agents Interacting

Custom Measures

(SUM({[

StartDate

LastUpdate].[Date]=

@Yesterday

@Today} * [Measures].[

OCCUPANCY

AGENTS_ON_CALL Sum])

Last 6 Days % OccupancyTrend Measures

/SUM({[

StartDate

LastUpdate].[Date]=

@Last6Days

@Today} * [Measures].[

OCCUPANCY

AGENTS_STAFFED Sum])

Last 7 Days % Occupancy

)*100 

Today Calls Waiting

Trend Measures

SUM({[

StartDate

LastUpdate].[Date]=

@Last7Days

@Today} * [Measures].[

OCCUPANCY

CONTACTS_IN_QUEUE Sum])

7 Days Ago % Occupancy

Today Longest Wait Time

Trend Measures

SUM({

} *

[

Measures

LastUpdate].[

Last 7 Days % Occupancy])-SUM({

Date]=@Today} * [Measures].[

Last 6 Days % Occupancy])Today Offered CallsTrend MeasuresSUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_ABANDONED Sum])+SUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_HANDLED Sum])Today Callback HandledTrend MeasuresSUM({[StartDate].[Date]=@Today} * [Measures].[CALLBACK_CONTACTS_HANDLED Sum]) Expand

OLDEST_CONTACT_AGE Sum])

Expand
titleemite_awsconnectagenteventhistory

eMite Measure Name

Classification

Measure Definition

Agent Status Duration

Sum

AgentStatusDuration = StartTimestamp - PreviousStartTimestamp

Average Agent Status Duration

Average

Avg (AgentStatusDuration = StartTimestamp - PreviousStartTimestamp)

State Duration

Sum

StateDuration = StateTimestamp - PreviousStateTimestamp

Average State Duration

Average

Avg (StateDuration = StateTimestamp - PreviousStateTimestamp)

Agent Missed Calls

Sum

[Measures].[emite_awsconnectagenteventhistory Count], FILTER [AgentStatus].[AgentStatus].[Not Responding]

SUM({[LastUpdate].[Date]=@Today} * [Measures].[OLDEST_CONTACT_AGE Sum]
Expand
titleemite_awsconnectagenteventobservation

eMite Measure Name

Classification

Measure Definition

% Agents InteractingCustom Measures(SUM({[LastUpdate].[Date]=@Today} * [Measures].[AGENTS_ON_CALL Sum])/SUM({[LastUpdate].[Date]=@Today} * [Measures].[AGENTS_STAFFED Sum]))*100 
Today Calls WaitingTrend MeasuresSUM({[LastUpdate].[Date]=@Today} * [Measures].[CONTACTS_IN_QUEUE Sum])
Today Longest Wait TimeTrend Measures

Agent Status Duration

Sum

AgentStatusDuration = StartTimestamp - PreviousStartTimestamp

Average Agent Status Duration

Average

Avg (AgentStatusDuration = StartTimestamp - PreviousStartTimestamp)

State Duration

Sum

StateDuration = StateTimestamp - PreviousStateTimestamp

Average State Duration

Average

Avg (StateDuration = StateTimestamp - PreviousStateTimestamp)