Amazon Connect Data Dictionary v2

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

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])

% 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])

% 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])

% 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])

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]

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)