AWS connect documentation change
Summary
Restructured metric documentation with standardized sections (Metric type, category, API/web access details, calculation logic, notes) and added detailed explanations for multiple Contact Lens metrics
Security assessment
Changes focus on improving documentation structure and clarity for Contact Lens metrics. No security vulnerabilities, access controls, encryption, or authentication mechanisms are mentioned. The added notes about metric availability for analyzed contacts relate to feature scope rather than security controls.
Diff
diff --git a/connect/latest/adminguide/contact-lens-metrics.md b/connect/latest/adminguide/contact-lens-metrics.md index 64e6d5674..d5421512c 100644 --- a//connect/latest/adminguide/contact-lens-metrics.md +++ b//connect/latest/adminguide/contact-lens-metrics.md @@ -17 +17 @@ Also check out the [Contact Lens conversational analytics dashboard](./contact-l -The talk time by an agent in a voice conversation as a percent of the total conversation duration. To calculate this metric, Amazon Connect totals all the intervals in which an agent was engaged in conversation (talk time agent), and then divides this total by the total conversation duration. +This metric measures the talk time by an agent in a voice conversation as a percent of the total conversation duration. @@ -19 +19 @@ The talk time by an agent in a voice conversation as a percent of the total conv -In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API, this metric can be retrieved by using `PERCENT_TALK_TIME_AGENT`. +**Metric type** : Percent @@ -21 +21 @@ In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference - * Type: Percent +**Metric category** : Conversational analytics driven metric @@ -23 +23,26 @@ In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference - * Category: Conversational analytics driven metric +**How to access using the Amazon Connect API** : + + * [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `PERCENT_TALK_TIME_AGENT` + + + + +**How to access using the Amazon Connect admin website** : + + * Historical metrics reports: Agent talk time percent + + + + +**Calculation logic** : + + * Sum all the intervals in which an agent was engaged in conversation (talk time agent). + + * Divide the sum by the total conversation duration. + + + + +**Notes** : + + * This metric is available only for contacts analyzed by Contact Lens conversational analytics. @@ -30 +55,30 @@ In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference -This metric represents the average first response time of agents on chat, indicating how quickly they engage with customers after joining the chat. It is calculated by dividing the total time it takes for an agent to initiate their first response by the number of chat contacts. +This metric provides the average first response time of agents on chat, indicating how quickly they engage with customers after joining the chat. + +**Metric type** : String (_hh:mm:ss_) + +**Metric category** : Conversational analytics driven metric + +**How to access using the Amazon Connect API** : + + * [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `AVG_GREETING_TIME_AGENT` + + + + +**How to access using the Amazon Connect admin website** : + + * Historical metrics reports: Average agent greeting time + + + + +**Calculation logic** : + + * This metric is calculated by dividing the total time it takes for an agent to initiate their first response by the number of chat contacts. + + + + +**Notes** : + + * This metric is available only for contacts analyzed by Contact Lens conversational analytics. @@ -32 +85,0 @@ This metric represents the average first response time of agents on chat, indica -In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API, this metric can be retrieved by using `AVG_GREETING_TIME_AGENT`. @@ -34 +86,0 @@ In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference -Type: String (_hh:mm:ss_) @@ -36 +87,0 @@ Type: String (_hh:mm:ss_) -Category: Conversational analytics driven metric @@ -40 +91,30 @@ Category: Conversational analytics driven metric -This metric quantifies the average frequency of agent interruptions during customer interactions by dividing the total number of agent interruptions by the total number of contacts. +This metric quantifies the average frequency of agent interruptions during customer interactions. + +**Metric type** : String (_hh:mm:ss_) + +**Metric category** : Conversational analytics driven metric + +**How to access using the Amazon Connect API** : + + * [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `AVG_INTERRUPTIONS_AGENT` + + + + +**How to access using the Amazon Connect admin website** : + + * Historical metrics reports: Average agent interruptions + + + + +**Calculation logic** : + + * This metric is calculated by dividing the total number of agent interruptions by the total number of contacts. + + + + +**Notes** : + + * This metric is available only for contacts analyzed by Contact Lens conversational analytics. @@ -42 +121,0 @@ This metric quantifies the average frequency of agent interruptions during custo -In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API, this metric can be retrieved by using `AVG_INTERRUPTIONS_AGENT`. @@ -44 +122,0 @@ In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference -Type: String (_hh:mm:ss_) @@ -46 +123,0 @@ Type: String (_hh:mm:ss_) -Category: Conversational analytics driven metric @@ -50 +127,32 @@ Category: Conversational analytics driven metric -Average of total agent interruption time while talking to a contact. Calculating the average duration of agent interruptions during contact conversations involves summing the interruption intervals within each conversation and dividing the total by the number of conversations that experienced at least one interruption. +This metric measures the average of total agent interruption time while talking to a contact. + +**Metric type** : String (_hh:mm:ss_) + +**Metric category** : Conversational analytics driven metric + +**How to access using the Amazon Connect API** : + + * [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `AVG_INTERRUPTION_TIME_AGENT` + + + + +**How to access using the Amazon Connect admin website** : + + * Historical metrics reports: Average agent interruption time + + + + +**Calculation logic** : + + * Sum the interruption intervals within each conversation. + + * Divide the sum the number of conversations that experienced at least one interruption. + + + + +**Notes** : + + * This metric is available only for contacts analyzed by Contact Lens conversational analytics. @@ -52 +159,0 @@ Average of total agent interruption time while talking to a contact. Calculating -In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API, this metric can be retrieved by using `AVG_INTERRUPTION_TIME_AGENT`. @@ -54 +160,0 @@ In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference -Type: String (_hh:mm:ss_) @@ -56 +161,0 @@ Type: String (_hh:mm:ss_) -Category: Conversational analytics driven metric @@ -60 +165,32 @@ Category: Conversational analytics driven metric -Average time that was spent talking in a conversation by an agent. This is calculated by summing up the durations of all intervals during which the agent was speaking and then dividing that sum by the total number of contacts. +This metric measures the average time that was spent talking in a conversation by an agent. + +**Metric type** : String (_hh:mm:ss_) + +**Metric category** : Conversational analytics driven metric + +**How to access using the Amazon Connect API** : + + * [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `AVG_TALK_TIME_AGENT` + + + + +**How to access using the Amazon Connect admin website** : + + * Historical metrics reports: Average agent talk time + + + + +**Calculation logic** : + + * Sum the durations of all intervals during which the agent was speaking. + + * Divide the sum by the total number of contacts. + + + + +**Notes** : + + * This metric is available only for contacts analyzed by Contact Lens conversational analytics. @@ -62 +197,0 @@ Average time that was spent talking in a conversation by an agent. This is calcu -In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API, this metric can be retrieved by using `AVG_TALK_TIME_AGENT`. @@ -64 +198,0 @@ In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference -Type: String (_hh:mm:ss_) @@ -66 +199,0 @@ Type: String (_hh:mm:ss_) -Category: Conversational analytics driven metric @@ -70 +203,32 @@ Category: Conversational analytics driven metric -The average conversation duration of voice contacts with agents is determined by calculating the total time from the start of the conversation until the last word spoken by either the agent or the customer. This value is then divided by the total number of contacts to provide an average representation of the conversation time spent on the call. +This metric measures the average conversation duration of voice contacts with agents.