Amazon Connect Data Dictionary v2

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.

Predefined 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_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)
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)
Maximum queued time	QUEUED_TIME Avg	The longest time that a contact spent waiting in the queue. This includes all contacts added to the queue, even if they were not connected with an agent, such as abandoned contacts.	queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation)
Average 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)
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)
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 interaction time	INTERACTION_TIME Avg	The average time that agents interacted with customers during contacts.	queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation)
Average interaction and hold time	INTERACTION_AND_HOLD_TIME Avg	Average of the sum of the agent interaction and customer hold time. This is calculated by averaging the sum of the following values from the CTR: AgentInteractionDuration and CustomerHoldDuration.	queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation)
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)
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)
Service level 25 seconds	SERVICE_LEVEL_25	Percentage of contacts removed from the queue between 0 and 25 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows: (Contacts removed from queue in X seconds / Contacts queued) * 100	queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation)
Service level 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)
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 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)
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)
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: (Contacts removed from queue in X seconds / Contacts queued) * 100	queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation)
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)
Service level 240 seconds	SERVICE_LEVEL_240	Percentage of contacts removed from the queue between 0 and 240 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows: (Contacts removed from queue in X seconds / Contacts queued) * 100	queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation)
Service level 300 seconds	SERVICE_LEVEL_300	Percentage of contacts removed from the queue between 0 and 300 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows: (Contacts removed from queue in X seconds / Contacts queued) * 100	queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation)
Service level 600 seconds	SERVICE_LEVEL_600	Percentage of contacts removed from the queue between 0 and 600 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows: (Contacts removed from queue in X seconds / Contacts queued) * 100	queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation)
Agents online	AGENTS_ONLINE	Count of agents who have set their status in the CCP to something other than Offline.	queueobservations
Agents on call	AGENTS_ON_CALL		queueobservations
Agents staffed	AGENTS_STAFFED	Count of agents who are online in the CCP, and not in NPT (a custom status).	queueobservations
Agents after contact work	AGENTS_AFTER_CONTACT_WORK	Count of agents who are in ACW status.	queueobservations
Agents NPT	AGENTS_NON_PRODUCTIVE	Count of agents who have set their status in the CCP to a custom status. That is, their CCP status is other than Available or Offline.	queueobservations
Oldest contact age	OLDEST_CONTACT_AGE	Length of time in the queue for the contact that has been in the queue the longest.	queueobservations
Contacts scheduled	CONTACTS_SCHEDULED	Count of customers in the queue for which there is a callback scheduled.	queueobservations
Agents error	AGENTS_ERROR	When this term appears in the Agent Status column, it means there's a contact in an error state.	queueobservations
Contacts in queue	CONTACTS_IN_QUEUE	Count of contacts currently in the queue.	queueobservations
Agents available	AGENTS_AVAILABLE	The number of agents who can take an inbound contact. An agent can only take inbound contacts when they manually set their status to Available in the CCP (or in some cases when their supervisor changes it).	queueobservations

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.

emite_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])

Queue 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])
% Agents hung up first	Custom Measures	(SUM({} * [Measures].[CONTACTS_AGENT_HUNG_UP_FIRST Sum])/SUM({} * [Measures].[CONTACTS_HANDLED Sum]))*100
Transferred In and Out	Custom Measures	SUM({} * [Measures].[CONTACTS_TRANSFERRED_IN Sum])+SUM({} * [Measures].[CONTACTS_TRANSFERRED_OUT Sum])
Org Service Level	Custom Measures	SUM({} * [Measures].[SERVICE_LEVEL_X Avg])
Yesterday Handled Count	Trend Measures	SUM({[StartDate].[Date]=@Yesterday} * [Measures].[CONTACTS_HANDLED Sum])
Today Handled Count	Trend Measures	SUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_HANDLED Sum])
Last 6 Days Handled Count	Trend Measures	SUM({[StartDate].[Date]=@Last6days} * [Measures].[CONTACTS_HANDLED Sum])
Last 7 Days Handled Count	Trend Measures	SUM({[StartDate].[Date]=@Last7days} * [Measures].[CONTACTS_HANDLED Sum])
7 Days Ago Handled Count	Trend Measures	SUM({} * [Measures].[Handled 7])-SUM({} * [Measures].[Handled 6])
Today Abandoned Count	Trend Measures	SUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_ABANDONED Sum])
Yesterday Abandoned Count	Trend Measures	SUM({[StartDate].[Date]=@Yesterday} * [Measures].[CONTACTS_ABANDONED Sum])
Last 6 Days Abandoned Count	Trend Measures	SUM({[StartDate].[Date]=@Last6days} * [Measures].[CONTACTS_ABANDONED Sum])
Last 7 Days Abandoned Count	Trend Measures	SUM({[StartDate].[Date]=@Last7days} * [Measures].[CONTACTS_ABANDONED Sum])
7 Days Ago Abandoned Count	Trend Measures	SUM({} * [Measures].[Last 7 Days Abandoned Count])-SUM({} * [Measures].[Last 6 Days Abandoned Count])
Last 7 Days % Answered	Trend Measures	(SUM({[StartDate].[Date]=@Last7Days} * [Measures].[CONTACTS_HANDLED Sum])/SUM({[StartDate].[Date]=@Last7Days} * [Measures].[Total Calls]))*100
Last 7 Days % Abandoned	Trend Measures	(SUM({[StartDate].[Date]=@Last7Days} * [Measures].[CONTACTS_ABANDONED Sum])/SUM({[StartDate].[Date]=@Last7Days} * [Measures].[Total Calls]))*100
Today GOS	Trend Measures	SUM({[StartDate].[Date]=@Today} * [Measures].[SERVICE_LEVEL_60 Avg])

QueueMetrics_Daily

eMite Measure Name	Classification	Measure Definition
% Agents first hung up	Custom Measures	(SUM({} * [Measures].[CONTACTS_AGENT_HUNG_UP_FIRST Sum])/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
% Transferred	Custom Measures	(SUM({} * [Measures].[Transferred_In_and_out])/SUM({} * [Measures].[CONTACTS_HANDLED Sum]))*100
Transferred_In_and_out	Custom Measures	SUM({} * [Measures].[CONTACTS_TRANSFERRED_IN Sum])+SUM({} * [Measures].[CONTACTS_TRANSFERRED_OUT Sum])
Offered Calls (excludes outbound calls made by agent but not answered)	Custom Measures	SUM({} * [Measures].[CONTACTS_ABANDONED Sum])+SUM({} * [Measures].[CONTACTS_HANDLED Sum])
Today GOS	Trend Measures	SUM({[StartDate].[Date]=@Today} * [Measures].[SERVICE_LEVEL_60 Avg])
Yesterday GOS	Trend Measures	SUM({[StartDate].[Date]=@Yesterday} * [Measures].[SERVICE_LEVEL_60 Avg])
Today Handled Count	Trend Measures	SUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_HANDLED Sum])
Yesterday Handled Count	Trend Measures	SUM({[StartDate].[Date]=@Yesterday} * [Measures].[CONTACTS_HANDLED Sum])
Last 6 Days Handled Count	Trend Measures	SUM({[StartDate].[Date]=@Last6days} * [Measures].[CONTACTS_HANDLED Sum])
Last 7 Days Handled Count	Trend Measures	SUM({[StartDate].[Date]=@Last7days} * [Measures].[CONTACTS_HANDLED Sum])
7 Days Ago Handled Count	Trend Measures	SUM({} * [Measures].[Last 7 Days Handled Count])-SUM({} * [Measures].[Last 6 Days Handled Count])
Last 6 Days GOS	Trend Measures	SUM({[StartDate].[StartDate].[Date]=@Last6days} * [Measures].[SERVICE_LEVEL_60 Avg])
Last 7 Days GOS	Trend Measures	SUM({[StartDate].[StartDate].[Date]=@Last7days} * [Measures].[SERVICE_LEVEL_60 Avg])
7 Days Ago GOS	Trend Measures	SUM({} * [Measures].[Last 7 Days GOS])-SUM({} * [Measures].[Last 6 Days GOS])
Today ASA	Trend Measures	SUM({[StartDate].[Date]=@Today} * [Measures].[QUEUE_ANSWER_TIME Sum])
Yesterday ASA	Trend Measures	SUM({[StartDate].[Date]=@Yesterday} * [Measures].[QUEUE_ANSWER_TIME Sum])
Last 6 Days ASA	Trend Measures	SUM({[StartDate].[Date]=@Last6days} * [Measures].[QUEUE_ANSWER_TIME Sum])
Last 7 Days ASA	Trend Measures	SUM({[StartDate].[Date]=@Last7days} * [Measures].[QUEUE_ANSWER_TIME Sum])
7 Days Ago ASA	Trend Measures	SUM({} * [Measures].[Average GOS 7])-SUM({} * [Measures].[Average GOS 6])
Today Abandoned Count	Trend Measures	SUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_ABANDONED Sum])
Yesterday Abandoned Count	Trend Measures	SUM({[StartDate].[Date]=@Yesterday} * [Measures].[CONTACTS_ABANDONED Sum])
Last 6 Days Abandoned Count	Trend Measures	SUM({[StartDate].[Date]=@Last6days} * [Measures].[CONTACTS_ABANDONED Sum])
Last 7 Days Abandoned Count	Trend Measures	SUM({[StartDate].[Date]=@Last7days} * [Measures].[CONTACTS_ABANDONED Sum])
7 Days Ago Abandoned Count	Trend Measures	SUM({} * [Measures].[Last 7 Days Abandoned Count])-SUM({} * [Measures].[Last 6 Days Abandoned Count])
Last 7 Days % Abandoned	Trend Measures	(SUM({[StartDate].[Date]=@Last7Days} * [Measures].[CONTACTS_ABANDONED Sum])/SUM({[StartDate].[Date]=@Last7Days} * [Measures].[Offered Calls]))*100
Last 7 Days % Answered	Trend Measures	(SUM({[StartDate].[Date]=@Last7Days} * [Measures].[CONTACTS_HANDLED Sum])/SUM({[StartDate].[Date]=@Last7Days} * [Measures].[Offered Calls]))*100
Today Avg Handle Time	Trend Measures	SUM({[StartDate].[Date]=@Today} * [Measures].[HANDLE_TIME Sum])
Today Avg Hold Time	Trend Measures	SUM({[StartDate].[Date]=@Today} * [Measures].[HOLD_TIME Sum])
Yesterday Avg Hold Time	Trend Measures	SUM({[StartDate].[Date]=@Yesterday} * [Measures].[HOLD_TIME Sum])
Last 6 Days Avg Hold Time	Trend Measures	SUM({[StartDate].[Date]=@Last6days} * [Measures].[HOLD_TIME Sum])
Last 7 Days Hold Time	Trend Measures	SUM({[StartDate].[Date]=@Last7days} * [Measures].[HOLD_TIME Sum])
7 Days Ago Avg Hold Time	Trend Measures	SUM({} * [Measures].[Last 7 Days Hold Time])-SUM({} * [Measures].[Last 6 Days Avg Hold Time])
Last 7 Days Avg Handle Time	Trend Measures	SUM({[StartDate].[Date]=@Last7Days} * [Measures].[HANDLE_TIME Sum])
Today % Occupancy	Trend Measures	SUM({[StartDate].[Date]=@Today} * [Measures].[OCCUPANCY Sum])
Yesterday % Occupancy	Trend Measures	SUM({[StartDate].[Date]=@Yesterday} * [Measures].[OCCUPANCY Sum])
Last 6 Days % Occupancy	Trend Measures	SUM({[StartDate].[Date]=@Last6Days} * [Measures].[OCCUPANCY Sum])
Last 7 Days % Occupancy	Trend Measures	SUM({[StartDate].[Date]=@Last7Days} * [Measures].[OCCUPANCY Sum])
7 Days Ago % Occupancy	Trend Measures	SUM({} * [Measures].[Last 7 Days % Occupancy])-SUM({} * [Measures].[Last 6 Days % Occupancy])
Today Offered Calls	Trend Measures	SUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_ABANDONED Sum])+SUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_HANDLED Sum])
Today Callback Handled	Trend Measures	SUM({[StartDate].[Date]=@Today} * [Measures].[CALLBACK_CONTACTS_HANDLED Sum])

Queue Observations

eMite Measure Name	Classification	Measure Definition
% Agents Interacting	Custom Measures	(SUM({[LastUpdate].[Date]=@Today} * [Measures].[AGENTS_ON_CALL Sum])/SUM({[LastUpdate].[Date]=@Today} * [Measures].[AGENTS_STAFFED Sum]))*100
Today Calls Waiting	Trend Measures	SUM({[LastUpdate].[Date]=@Today} * [Measures].[CONTACTS_IN_QUEUE Sum])
Today Longest Wait Time	Trend Measures	SUM({[LastUpdate].[Date]=@Today} * [Measures].[OLDEST_CONTACT_AGE Sum])

emite_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]

emite_awsconnectagenteventobservation

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)