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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

...

5 Seconds

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5 Mins

...

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. 

...

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

...

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
minLevel1
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 transferred from the queue after being answered by an agent
Expand
titlePredefined Measures

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 

HANDLED_INCOMING 

Count of incoming contacts that were

connected to

handled by 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

, 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

abandoned

transferred in

CONTACTS_TRANSFERRED_

ABANDONED 

IN 

Count of contacts

disconnected by the customer while in the queue. Contacts queued for callback are not counted as abandoned. 

transferred to the queue by an agent using the CCP.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts

consulted

transferred out

CONTACTS_

CONSULTED 

TRANSFERRED_OUT 

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

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

agent hung up first

transferred out from queue

CONTACTS_

AGENT

TRANSFERRED_

HUNG

OUT_

UP

FROM_

FIRST 

QUEUE 

Count of contacts

disconnected where the agent disconnected before the customer

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

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts

Callback contacts handled

incoming

CALLBACK_CONTACTS_

HANDLED_INCOMING 

HANDLED 

Count of

incoming

contacts that were initiated from a queued callback and handled by an

agent, including inbound contacts and transferred contacts

agent.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Contacts

API contacts handled

outbound

API_CONTACTS_

HANDLED_OUTBOUND

HANDLED 

Count of

outbound

contacts that were initiated using an Amazon Connect API operation, such as StartOutboundVoiceContact, and 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 missed

CONTACTS_

HOLD_ABANDONS 

MISSED 

Count of contacts

disconnected by the customer while on hold

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)

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

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)

Contacts transferred outCONTACTS_TRANSFERRED_OUT  contact flow

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

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 transferred out from queueCONTACTS_TRANSFERRED_OUT_FROM_QUEUE 

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)

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

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 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(Agent Handle Time / (Agent Handle Time + Agent Idle Time)) * 100

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)

OccupancyOCCUPANCY

Percentage of time that agents were active on contacts. This percentage is calculated as follows:

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)

Average

handle

interaction time

HANDLE

INTERACTION_TIME Avg

The average time that agents

spent on contacts, including hold time and after contact work

interacted with customers during contacts.

queuemetrics (30 minutes aggregation),

queuemetrics_daily (Daily aggregation)

Average

after contact work

interaction and hold time

AFTER

INTERACTION_

CONTACT

AND_

WORK

HOLD_TIME Avg

The average time that agents spent doing ACW for a contact

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)

Maximum queued timeQUEUED_TIME AvgThe 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.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.

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 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 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 queue answer timeQUEUE_ANSWER_TIME AvgThe average time that customers spent on hold while connected to an agent. This is calculated by averaging CustomerHoldDuration (from the CTR).

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)

Average customer hold timeHOLD_TIME Avg

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)

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.

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)

Service level

15

60 seconds

SERVICE_LEVEL_

15 

60

Percentage of contacts removed from the queue between 0 and

15

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

20

90 seconds

SERVICE_LEVEL_

20

90

Percentage of contacts removed from the queue between 0 and

20

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

25

120 seconds

SERVICE_LEVEL_

25

120

Percentage of contacts removed from the queue between 0 and

25

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

30

180 seconds

SERVICE_LEVEL_

30

180 

Percentage of contacts removed from the queue between 0 and

30

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

45

240 seconds

SERVICE_LEVEL_

45

240

Percentage of contacts removed from the queue between 0 and

45

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

60

300 seconds

SERVICE_LEVEL_

60

300

Percentage of contacts removed from the queue between 0 and

60

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

90

600 seconds

SERVICE_LEVEL_

90

600

Percentage of contacts removed from the queue between 0 and

90

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 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({[InitiationMethod].[InitiationMethod].[INBOUND],[InitiationMethod].[InitiationMethod].[TRANSFER]} *
Expand
titleemite_awsconnectcontacttrace
eMite Measure NameClassificationMeasure Definition
Handled CountCustom MeasuresSUM({[Handled].[Handled].[NonZeroInteractions]} * [Measures].[emite_awsconnectcontacttrace Count])
Transferred CountCustom MeasuresSUM({[InitiationMethod].[InitiationMethod].[TRANSFER]} * [Measures].[emite_awsconnectcontacttrace Count])
Agent interaction and hold timeCustom MeasuresSUM({} * [Measures].[AgentInteractionDuration Sum])+SUM({} * [Measures].[CustomerHoldDuration Sum])
Contact handle timeCustom MeasuresSUM({} * [Measures].[Agent interaction and hold time])+SUM({} * [Measures].[AgentAfterContactWorkDuration Sum])
Inbound CallsCustom 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.

SUM({
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]

)
Transferred CountCustom Measures

, FILTER [InitiationMethod].[

InitiationMethod].[

TRANSFER]

} *

Contacts transferred out

Custom Measures

[Measures].[emite_awsconnectcontacttrace Count]

)Outbound CallsCustom MeasuresSUM({[InitiationMethod

, FILTER [TransferredOut].[

InitiationMethod

TransferredOut].[

OUTBOUND]} * [Measures].[emite_awsconnectcontacttrace Count])ASA

Yes]

(Transferred Out = TransferCompletedTimestamp is NOTNULL)

Contacts transferred out internal

Custom Measures

SUM({

[

Handled

Measures].[

Handled].[NonZeroInteractions]} * [Measures

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

QueueDuration Sum])/SUM({[Handled].[Handled].[NonZeroInteractions]} * [Measures].[emite_awsconnectcontacttrace Count])Average Handle TimeCustom MeasuresSUM({} *

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].[

Contact handle time])/SUM({} *

CustomerHoldDuration Sum] / [Measures].[

Handled Count])Abandoned Calls

emite_awsconnectcontacttrace Count], FILTER [CallsHold].[Hold_True] 

(Hold_True = CustomerHoldDuration > 0)

Callback Handled

Custom Measures

SUM({

[

Abandoned

Custom Measures].[

Abandoned

Handled Count]

.

, FILTER [

Queue Abandoned]} * [Measures]

InitiationMethod].[

emite_awsconnectcontacttrace Count

CALLBACK]

)

Offered Calls

% Answered

Custom Measures

SUM

(

{

[

OfferedCalls

Measures].[

OfferedCalls

Inbound Handled]

.[Offered Calls]} * [

/ [Custom Measures].[

emite_awsconnectcontacttrace Count

Offered Calls])

Org Service Level

* 100

% Abandoned

Custom Measures

(

SUM({

[

WaitTimeBucket

Custom Measures].[

WaitTimeBucket

Abandoned Calls]

.[Less Than 15 Seconds],[WaitTimeBucket].[WaitTimeBucket].[15 - 20 Seconds],[WaitTimeBucket].[WaitTimeBucket].[20 - 30 Seconds],[WaitTimeBucket].[WaitTimeBucket].[30 - 60 Seconds]} * {[InitiationMethod].[InitiationMethod].[TRANSFER],[InitiationMethod].[InitiationMethod].[INBOUND

/ [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].[

Offered Calls

emite_awsconnectcontacttrace Count])

/

Yesterday Handled Count

Trend Measures

SUM({[

WaitTimeBucket

InitiationTimestamp].[

WaitTimeBucket].[All]

Date]=@Yesterday} * {[

InitiationMethod

Handled].[

InitiationMethod

Handled].[

INBOUND

NonZeroInteractions]

,

} * [

InitiationMethod

Measures].[

InitiationMethod

emite_awsconnectcontacttrace Count])

Today Interaction Time

Trend Measures

SUM({[InitiationTimestamp].[

TRANSFER

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

Offered Calls

AgentInteractionDuration Sum])

)*100Transferred InCustom

Today Hold Time

Trend Measures

SUM({[

TransferredInOrOut

InitiationTimestamp].[

TransferredInOrOut].[Transferred In]

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

emite_awsconnectcontacttrace CountCustom

CustomerHoldDuration Sum])

Transferred Out

Today ACW Time

Trend Measures

SUM({[

TransferredInOrOut

InitiationTimestamp].[

TransferredInOrOut].[Transferred Out]

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

emite_awsconnectcontacttrace CountSUM({} *

AgentAfterContactWorkDuration Sum])

Average agent customer hold durationCustom Measures

This Week Handled Count

Trend Measures

[Measures].[

CustomerHoldDuration Sum])/SUM({[CallsHold

emite_awsconnectcontacttrace Count], FILTER .[Handled].[

CallsHold

NonZeroInteractions] && [InitiationTimestamp].[

Hold_True]} *

Date]=@ThisWeek

Last Week Handled Count

Trend Measures

[Measures].[emite_awsconnectcontacttrace

Count])CallbackCustom MeasuresSUM({[InitiationMethod].[InitiationMethod

Count], FILTER .[Handled].[

CALLBACK

NonZeroInteractions]

} *

&& [

Measures

InitiationTimestamp].[

Handled Count

Date]

)% AnsweredCustom Measures(SUM({} *

=@LastWeek

This Week Talk Time

Trend Measures

[Measures].[

Handled Count])/SUM({} * [Measures

AgentInteractionDuration Sum], FILTER [InitiationTimestamp].[

Offered Calls]))*100Today Handled Count

Date]=@ThisWeek

Last Week Talk Time

Trend Measures

SUM({

[

InitiationTimestamp

Measures].[

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

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

YTD Handled Count

Trend Measures

SUM({

[

InitiationTimestamp

Measures].[

Date]=@Yesterday} * {

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

Handled

InitiationTimestamp].[

NonZeroInteractions]} *

Year]=@ThisYear

MTD Handled Count

Trend Measures

[Measures].[emite_awsconnectcontacttrace Count]

)Today Interaction TimeTrend MeasuresSUM({[InitiationTimestamp

, FILTER .[Handled].[

Date]=@Today} * [Measures

NonZeroInteractions] && [InitiationTimestamp].[

AgentInteractionDuration Sum])Today Hold Time

Month And Year]=@ThisMonthAndYear

Last 1 Hour Handled Count

Trend Measures

SUM({

[

InitiationTimestamp

Measures].[

Date]=@Today} * [Measures

emite_awsconnectcontacttrace Count], FILTER .[Handled].[

CustomerHoldDuration Sum])Today ACW TimeTrend MeasuresSUM({

NonZeroInteractions] && [InitiationTimestamp].[Date]=

@Today} * [

@Last1Hours

Today ASA

Trend Measures

[Custom Measures].[

AgentAfterContactWorkDuration Sum])This Week Handled CountTrend MeasuresSUM({

ASA], FILTER [InitiationTimestamp].[Date]=

@ThisWeek} * {[Handled

@Today

Today GOS

Trend Measures

[Custom Measures].[

Handled].[NonZeroInteractions]} * [Measures

Org Service Level], FILTER [InitiationTimestamp].[

emite_awsconnectcontacttrace Count])Last Week Handled Count

Date]=@Today

Yesterday ASA

Trend Measures

SUM({

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

@LastWeek} * {[Handled

@Yesterday

Last 6 Days ASA

Trend Measures

[Custom Measures].[

Handled

ASA]

.

, FILTER [

NonZeroInteractions

InitiationTimestamp]

} * [Measures]

.[

emite_awsconnectcontacttrace Count])This Week Talk Time

Date]=@Last6days

Last 7 Days ASA

Trend Measures

SUM({

[

InitiationTimestamp

Custom Measures].[

Date]=@ThisWeek} * [Measures

ASA], FILTER [InitiationTimestamp].[

AgentInteractionDuration Sum

Date]

)

=@Last7days

Last

Week Talk Time

7 Days GOS

Trend Measures

SUM({

[

InitiationTimestamp

Custom Measures].[

Date]=@LastWeek} * [Measures

Org Service Level], FILTER [InitiationTimestamp].[

AgentInteractionDuration Sum

Date]

)YTD Handled Count

=@Last7days

Last 7 Days % Abandoned

Trend Measures

SUM({

[

Handled

Custom Measures].[

Handled

% Abandoned]

.[NonZeroInteractions]} * {[

, FILTER [InitiationTimestamp].[

Year

Date]=

@ThisYear} * [Measures].[emite_awsconnectcontacttrace Count])MTD Handled CountTrend MeasuresSUM({[Handled].[Handled].[NonZeroInteractions]} * {

@Last7days

Last 7 Days % Answered

Trend Measures

[Custom Measures].[% Answered], FILTER [InitiationTimestamp].[

Month And Year]=@ThisMonthAndYear} * [Measures].[emite_awsconnectcontacttrace Count])Last 1 Hour Handled Count

Date]=@Last7days

7 Days Ago ASA

Trend Measures

SUM({

[Handled].[Handled].[NonZeroInteractions]

} *

{

[

InitiationTimestamp

Trend Measures].[

Date]=@Last1Hours

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

emite_awsconnectcontacttrace Count])Today ASATrend MeasuresSUM({[InitiationTimestamp].[Date]=@Today

Last 6 Days ASA])

Expand
titleQueue Metrics

eMite Measure Name

Classification

Measure Definition

% Missed

Custom Measures

(SUM({} * [Measures].[

ASA

CONTACTS_MISSED Sum])

Yesterday ASATrend Measures

/SUM({

[InitiationTimestamp].[Date]=@Yesterday

} * [Measures].[

ASA

CONTACTS_HANDLED Sum])

Last 6 Days ASATrend

)*100 

% Transferred

Custom Measures

(SUM({

[InitiationTimestamp].[Date]=@Last6days

} * [Measures].[

ASA

Transferred In and Out])

Last 7 Days ASATrend Measures

/SUM({

[InitiationTimestamp].[Date]=@Last7days

} * [Measures].

[ASA

[CONTACTS_HANDLED Sum])

7 Days Ago ASATrend

)*100 

% Abandoned

Custom Measures

(SUM({} * [Measures].[

Last 7 Days ASA

CONTACTS_ABANDONED Sum])

-

/SUM({} * [Measures].[

Last 6 Days ASA])
Expand
titleQueue Metrics
eMite Measure NameClassificationMeasure Definition% Missed

Offered Calls]))*100 

% Answered

Custom Measures

(SUM({} * [Measures].[CONTACTS_

MISSED

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

CONTACTS_HANDLED Sum

Offered Calls]))*100 

% Transferred

Offered Calls

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

Custom Measures

(

SUM({} * [Measures].[

Transferred In and Out

CONTACTS_ABANDONED Sum])

/

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

)*100 % Abandoned

Answer Time per Call

Custom Measures

(

SUM({} * [Measures].[

CONTACTS

QUEUE_ANSWER_

ABANDONED

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

Offered Calls

CONTACTS_HANDLED Sum])

)*100 

%

Answered

Agents hung up first

Custom Measures

(SUM({} * [Measures].[CONTACTS

_HANDLED

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

Offered Calls

CONTACTS_HANDLED Sum]))*100 

Offered Calls

Transferred In and Out

Custom Measures

SUM({} * [Measures].[CONTACTS_TRANSFERRED_

ABANDONED

IN Sum])+SUM({} * [Measures].[CONTACTS_TRANSFERRED_

HANDLED

OUT Sum])

Answer Time per Call

Org Service Level

Custom Measures

SUM({} * [Measures].[

QUEUE

SERVICE_

ANSWER

LEVEL_

TIME Sum

X Avg])

/SUM({Custom

Yesterday Handled Count

Trend Measures

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

% Agents hung up first

Today Handled Count

Trend Measures

(

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

AGENT_HUNG_UP_FIRST

HANDLED Sum])

/

Last 6 Days Handled Count

Trend Measures

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

)*100 Transferred In and OutCustom

Last 7 Days Handled Count

Trend Measures

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

TRANSFERRED_IN

HANDLED Sum])

+

7 Days Ago Handled Count

Trend Measures

SUM({} * [Measures].[

CONTACTS_TRANSFERRED_OUT Sum])Org Service LevelCustom Measures

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

SERVICE_LEVEL_X Avg

Handled 6])

Yesterday Handled

Today Abandoned Count

Trend Measures

SUM({[StartDate].[Date]=

@Yesterday

@Today} * [Measures].[CONTACTS_

HANDLED

ABANDONED Sum])

Today Handled

Yesterday Abandoned Count

Trend Measures

SUM({[StartDate].[Date]=

@Today

@Yesterday} * [Measures].[CONTACTS_

HANDLED

ABANDONED Sum])

Last 6 Days

Handled

Abandoned Count

Trend Measures

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

HANDLED

ABANDONED Sum])

Last 7 Days

Handled

Abandoned Count

Trend Measures

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

HANDLED

ABANDONED Sum])

7 Days Ago

Handled

Abandoned Count

Trend Measures

SUM({} * [Measures].[

Handled

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

Handled 6])Today Abandoned CountTrend Measures

Last 6 Days Abandoned Count])

Last 7 Days % Answered

Trend Measures

(SUM({[StartDate].[Date]=@Last7Days} * [Measures].[CONTACTS_HANDLED Sum])/SUM({[StartDate].[Date]=

@Today

@Last7Days} * [Measures].[

CONTACTS_ABANDONED Sum])Yesterday Abandoned Count

Total Calls]))*100 

Last 7 Days % Abandoned

Trend Measures

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

@Yesterday

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

Last 6 Days Abandoned CountTrend Measures

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

@Last6days

@Last7Days} * [Measures].[

CONTACTS_ABANDONED Sum

Total Calls])

Last 7 Days Abandoned Count

)*100 

Today GOS

Trend Measures

SUM({[StartDate].[Date]=

@Last7days

@Today} * [Measures].[

CONTACTS_ABANDONED Sum])7 Days Ago Abandoned CountTrend Measures

SERVICE_LEVEL_60 Avg])

(
Expand
titleQueueMetrics_Daily

eMite Measure Name

Classification

Measure Definition

% Agents first hung up

Custom Measures

(SUM({} * [Measures].[

Last 7 Days Abandoned Count])-

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

Last 6 Days Abandoned Count

CONTACTS_HANDLED Sum]))*100 

Last 7 Days

%

Answered

Abandoned

Trend

Custom Measures

(SUM({

[StartDate].[Date]=@Last7Days

} * [Measures].[CONTACTS_

HANDLED

ABANDONED Sum])/SUM({

[StartDate].[Date]=@Last7Days

} * [Measures].[

Total

Offered Calls]))*100 

Last 7 Days

%

Abandoned

Answered

Trend

Custom Measures

(SUM({

[StartDate].[Date]=@Last7Days

} * [Measures].[CONTACTS_

ABANDONED

HANDLED Sum])/SUM({

[StartDate].[Date]=@Last7Days

} * [Measures].[

Total

Offered Calls]))*100 

Today GOS

% Transferred

Trend

Custom Measures

(SUM({} * [

StartDate

Measures].[

Date]=@Today

Transferred_In_and_out])/SUM({} * [Measures].[

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

CONTACTS_HANDLED Sum]))*100 

Transferred_In_and_out

Custom Measures

SUM({} * [Measures].[CONTACTS_

AGENT_HUNG_UP_FIRST

TRANSFERRED_IN Sum])

/

+SUM({} * [Measures].[CONTACTS

_HANDLED Sum]))*100 % Abandoned

_TRANSFERRED_OUT Sum])

Offered Calls

(excludes outbound calls made by agent but not answered)

Custom Measures

(

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

/

+SUM({} * [Measures].[

Offered Calls

CONTACTS_HANDLED Sum])

)*100 % AnsweredCustom

Today GOS

Trend Measures

(

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

CONTACTS_HANDLED Sum])/SUM({

SERVICE_LEVEL_60 Avg])

Yesterday GOS

Trend Measures

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

Offered Calls

SERVICE_LEVEL_60 Avg])

)*100 % TransferredCustom

Today Handled Count

Trend Measures

(

SUM({

} *

[

Measures

StartDate].[

Transferred_In_and_out])/SUM({

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

)

)

*100 Transferred_In_and_outCustom

Yesterday Handled Count

Trend Measures

SUM({

} *

[

Measures

StartDate].[

CONTACTS_TRANSFERRED_IN Sum])+SUM({

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

TRANSFERRED_OUT Custom

HANDLED Sum])

Offered Calls

Last 6 Days Handled Count

Trend Measures

SUM({

} *

[

Measures

StartDate].[

CONTACTS_ABANDONED Sum])+SUM({

Date]=@Last6days} * [Measures].[CONTACTS_HANDLED Sum])

Today GOS

Last 7 Days Handled Count

Trend Measures

SUM({[StartDate].[Date]=

@Today

@Last7days} * [Measures].[

SERVICE_LEVEL_60 Avg])Yesterday GOS

CONTACTS_HANDLED Sum])

7 Days Ago Handled Count

Trend Measures

SUM({} * [

StartDate

Measures].[

Date]=@Yesterday

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

SERVICE_LEVEL_60 Avg

Last 6 Days Handled Count])

Today Handled Count

Last 6 Days GOS

Trend Measures

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

@Today

@Last6days} * [Measures].[

CONTACTS_HANDLED Sum

SERVICE_LEVEL_60 Avg])

Yesterday Handled Count

Last 7 Days GOS

Trend Measures

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

@Yesterday

@Last7days} * [Measures].[

CONTACTS_HANDLED Sum

SERVICE_LEVEL_60 Avg])

Last 6 Days Handled Count

7 Days Ago GOS

Trend Measures

SUM({} * [

StartDate

Measures].[

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 Abandoned CountTrend Measures

Last 7 Days % Abandoned

Trend Measures

(SUM({[StartDate].[Date]=@Last7Days} * [Measures].[CONTACTS_ABANDONED Sum])/SUM({[StartDate].[Date]=

@Today

@Last7Days} * [Measures].[

CONTACTS_ABANDONED Sum])Yesterday Abandoned Count

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])Last 7 Days Abandoned Count

Offered Calls]))*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

Last 6 Days Avg Hold Time])

)*100 Today

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])Last 7 Days Avg Handle TimeTrend Measures

Days % Occupancy])

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
Expand
titleQueue Observations

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} *

OLDEST_CONTACT_AGE Sum])

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

CONTACTS

emite_

HANDLED Sum])
Today Callback HandledTrend Measures

awsconnectagenteventhistory Count], FILTER [AgentStatus].[AgentStatus].[Not Responding]

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