Amazon Connect Real Time Metrics

Here we explore Amazon Connect Real Time Metrics and drill down how we can use the statistics to make improvements.

Amazon Connect Real Time Metrics – Metrics and Quality

On the left hand side of Amazon Connect there is a little graph icon. If you select this, you are presented with the “Metrics and Quality” menu. This consists of “Real Time Metrics”, “Historical Metrics”, “Contact Search”, “Rules”, “Log In Logout” and “Saved Reports”.

Amazon Connect Real Time Metrics

In this screen we can select 3 types of real time reports for Queues, Agents and Routing Profiles.

There are standard metrics that are found in each report which are explained further below:

Agents NPT

Stands for “Non Productive Time” and is the number of agents in a status of anything outside of “Available” or “Offline”. For Instance, “Break”, “Lunch” etc.

Agents ACW

Stands for “After Contact Work”. Legacy platforms call this “After Call Work”. With the explosion of Omni-Channel this is a term that has been updated. Further, “After contact work” is the wrap up time an advisor takes to close that particular contact before being ready to take another contact.

Agent Error

This is the number of agents in an Error state.

Agents Available

This is the number of agents in an available state. When the agent is in this state, they will be able to take a voice or chat session when one arrives.

Contacts Availability

In this Onmi Channel environment there is a concept of availability. An Agent can only ever have 1 voice call, but the administrator can also specify the number of concurrent chat sessions as well. Availability is the remaining number of slots available after you have taken away the number of slots that are being used. For Instance, if an agent has 1 Voice and 3 Chat but the agent is currently engaged in a chat session then the Availability will be 2

Contacts Active

Contact Active is the number of slots in use by an agent. For Instance, when an agent is connected to one voice and one chat slot then the Contact Active count will be 2.

Performance In Queue

This is the number of contacts currently waiting in the queue.

Performance Oldest

This is the amount of time the oldest contact in the queue has been waiting to connect to an agent.

Performance Scheduled

The number of contacts waiting in queue where a call back is scheduled.

Performance Queued

The number of contacts added to the queue in the time frame specified.

Performance Handled

The number of contacts handled by an agent in the time frame specified.

Performance Abandoned

This is the number of contacts where the customer disconnected whilst waiting in the queue to connect with an agent.

Performance AHT

AHT stands for “Average Handling Time”. This is the average amount of time across all agents where there are in talk time, hold time, and After Contact Work (ACW) time.

SL 60 Secs or SL X

SL Stands for “Service Level”. Service Level 60 Secs is the % of contacts that were removed from the queue in a 60 second time frame. Removal from a queue can be for the following reasons: answers the call, the customer abandons the call, or the customer requests a call back.

The possible values for X are: 15, 20, 25, 30, 45, 60, 90, 120, 180, 240, 300, and 600.

 

Amazon Connect Real Time Metrics – Queues Report

What is a Queue in Amazon Connect?

A queue in Amazon Connect is much like a skill in legacy platforms.

What data is available in the queues report?

Amazon Connect Real Time Metrics Queues data

Online

The value in this column is the number of agents where the status is not “Offline”.

On Contact

This is the number of agents that are currently on a contact. The counter is incremented if the status is connected, on hold, in after contact work or outbound ring.

 

Amazon Connect Real Time Metrics – Agent Report

Amazon Connect Real Time Metrics agent data

 

Amazon Connect Real Time Metrics – Routing Profiles

What is a Routing Profile in Amazon Connect?

A routing profile in Amazon Connect is a configuration that defines what queues an agent will receive traffic from. It also defines what channel the advisor can use for that queue such as voice or\and chat. Finally, you are able to set the priority level on each queue.

What data is available in the routing profile report?

Amazon Connect Real Time Metrics Routing Profile data

Online

The value in this column is the number of agents where the status is not “Offline”.

On Contact

This is the number of agents that are currently on a contact. The counter is incremented if the status is connected, on hold, in after contact work or outbound ring.

 

In conclusion, For more information on Amazon Connect Real Time Metrics please click the following link.

Would you like to read more about the reporting data provided by Amazon Connect? in this blog we explore Amazon Connect historical metrics.