AWS connect documentation change
Summary
Added 'Agents count' metric definition, removed historical metrics report references from multiple sections, updated API reference for CONTACTS_SCHEDULED metric, and added dashboard access details for Online agents metric
Security assessment
Changes focus on metric definitions and reporting access points without mentioning security vulnerabilities, access controls, or encryption. The 'Agents count' metric helps monitor agent activity but doesn't introduce security features. API reference updates are technical corrections rather than security-related changes.
Diff
diff --git a/connect/latest/adminguide/metrics-definitions.md b/connect/latest/adminguide/metrics-definitions.md index 015e936c4..ff2d1a0ee 100644 --- a//connect/latest/adminguide/metrics-definitions.md +++ b//connect/latest/adminguide/metrics-definitions.md @@ -5 +5 @@ -Abandonment rateActive slotsAdherenceAdherent timeAfter contact work timeAgent ActivityAgent After contact workAgent API connecting timeAgent answer rateAgent average contact first response wait timeAgent callback connecting timeAgent errorAgent idle timeAgent incoming connecting timeAgent interaction and hold timeAgent interaction timeAgent non-productiveAgent non-productive timeAgent non-responseAgent non-response without customer abandonsAgent contact timeAgents on contact Agent outbound connecting timeAgent talk time percentAPI contactsAPI contacts handledAutomatic fails percentAvailabilityAvailableAverage active timeAverage after contact work timeAverage agent API connecting timeAverage agent callback connecting timeAverage agent first response timeAverage agent greeting timeAverage agent incoming connecting timeAverage agent interaction and customer hold timeAverage agent interaction timeAverage agent interruptionsAverage agent interruption timeAverage agent message lengthAverage agent messagesAverage agent outbound connecting timeAverage agent pause timeAverage agent response timeAverage agent talk timeAverage bot conversation timeAverage bot conversation turnsAverage bot messagesAverage case resolution timeAverage contact durationAverage contacts per caseAverage conversation close timeAverage conversation durationAverage customer hold timeAverage customer hold time all contactsAverage customer message lengthAverage customer messagesAverage customer response timeAverage customer talk timeAverage dials per minuteAverage evaluation scoreAverage flow timeAverage handle timeAverage holdsAverage messagesAverage non-talk timeAverage outbound after contact work timeAverage outbound agent interaction timeAverage queue abandon timeAverage queue answer timeAverage queue answer time (enqueue timestamp)Average resolution timeAverage talk timeAverage wait time after customer connectionAverage weighted evaluation scoreBot conversations completedBot intents completedCallback attemptsCallback contactsCallback contacts handledCampaign contacts abandoned after XCampaign contacts abandoned after X rateCampaign interactionsCampaign progress rateCampaign send attemptsCampaign send exclusionsCapacityCases createdCases reopenedCases resolvedCases resolved on first contactConsultContact flow timeContact handle timeContact StateContact volumeContacts abandonedContacts abandoned in X secondsContacts agent hung up firstContacts answered in X secondsContacts createdContacts consultedContacts disconnectedContacts handledContacts handled (connected to the agent timestamp)Contacts handled incomingContacts handled outboundContacts hold agent disconnectContacts hold customer disconnect Contacts hold disconnectContacts in queueContacts incomingContacts put on holdContacts queuedContacts queued (enqueue timestamp)Contacts removed from queue in X secondsContacts resolved in X secondsContacts transferred inContacts transferred in by agentContacts transferred in from queueContacts transferred outContacts transferred out by agentContacts transferred out externalContacts transferred out internal Contacts transferred out queueConversations abandonedCurrent casesCustomer hold timeCustomer talk time percentDelivery attemptsDelivery attempt disposition rateDurationEffective staffingError status timeEvaluations performedFlows outcomeFlows outcome percentageFlows startedHuman answeredMaximum flow timeMaximum queued timeMinimum flow timeNon-adherent timeNon-talk time percentOccupancyOldestOnline agentsOnline timePercent agent on contact timePercent agent idle timePercent agent non-productive timePercent bot conversations outcomePercent bot intents outcomeRecipients attemptedRecipients interactedRecipients targetedScheduled timeScheduledService level XStaffed agentsStep contacts queuedStep expired %Step joinedTalk time percent +Abandonment rateActive slotsAdherenceAdherent timeAfter contact work timeAgent ActivityAgent After contact workAgent API connecting timeAgent answer rateAgent average contact first response wait timeAgent callback connecting timeAgent errorAgent idle timeAgent incoming connecting timeAgent interaction and hold timeAgent interaction timeAgent non-productiveAgent non-productive timeAgent non-responseAgent non-response without customer abandonsAgent contact timeAgents countAgents on contactAgent outbound connecting timeAgent talk time percentAPI contactsAPI contacts handledAutomatic fails percentAvailabilityAvailableAverage active timeAverage after contact work timeAverage agent API connecting timeAverage agent callback connecting timeAverage agent first response timeAverage agent greeting timeAverage agent incoming connecting timeAverage agent interaction and customer hold timeAverage agent interaction timeAverage agent interruptionsAverage agent interruption timeAverage agent message lengthAverage agent messagesAverage agent outbound connecting timeAverage agent pause timeAverage agent response timeAverage agent talk timeAverage bot conversation timeAverage bot conversation turnsAverage bot messagesAverage case resolution timeAverage contact durationAverage contacts per caseAverage conversation close timeAverage conversation durationAverage customer hold timeAverage customer hold time all contactsAverage customer message lengthAverage customer messagesAverage customer response timeAverage customer talk timeAverage dials per minuteAverage evaluation scoreAverage flow timeAverage handle timeAverage holdsAverage messagesAverage non-talk timeAverage outbound after contact work timeAverage outbound agent interaction timeAverage queue abandon timeAverage queue answer timeAverage queue answer time (enqueue timestamp)Average resolution timeAverage talk timeAverage wait time after customer connectionAverage weighted evaluation scoreBot conversations completedBot intents completedCallback attemptsCallback contactsCallback contacts handledCampaign contacts abandoned after XCampaign contacts abandoned after X rateCampaign interactionsCampaign progress rateCampaign send attemptsCampaign send exclusionsCapacityCases createdCases reopenedCases resolvedCases resolved on first contactConsultContact flow timeContact handle timeContact StateContact volumeContacts abandonedContacts abandoned in X secondsContacts agent hung up firstContacts answered in X secondsContacts createdContacts consultedContacts disconnectedContacts handledContacts handled (connected to the agent timestamp)Contacts handled incomingContacts handled outboundContacts hold agent disconnectContacts hold customer disconnect Contacts hold disconnectContacts in queueContacts incomingContacts put on holdContacts queuedContacts queued (enqueue timestamp)Contacts removed from queue in X secondsContacts resolved in X secondsContacts transferred inContacts transferred in by agentContacts transferred in from queueContacts transferred outContacts transferred out by agentContacts transferred out externalContacts transferred out internal Contacts transferred out queueConversations abandonedCurrent casesCustomer hold timeCustomer talk time percentDelivery attemptsDelivery attempt disposition rateDurationEffective staffingError status timeEvaluations performedFlows outcomeFlows outcome percentageFlows startedHuman answeredMaximum flow timeMaximum queued timeMinimum flow timeNon-adherent timeNon-talk time percentOccupancyOldestOnline agentsOnline timePercent agent on contact timePercent agent idle timePercent agent non-productive timePercent bot conversations outcomePercent bot intents outcomeRecipients attemptedRecipients interactedRecipients targetedScheduled timeScheduledService level XStaffed agentsStep contacts queuedStep expired %Step joinedTalk time percent @@ -446,2 +445,0 @@ This metric measures the average time (in seconds) elapsed from the chat session - * Historical metrics reports: Avg. contact first response wait time - @@ -970,0 +969,35 @@ This metric measures the total time that an agent spent on a contact, including +## Agents count + +This metric counts the number of agents logged into the CCP. + +This metric helps organizations monitor what agents are doing in the contact center. + +An agent is defined as online when their CCP status is: + + * Routable + + * OR a custom CCP status + + + + +**Metric type** : COUNT + + * Min value: 0 + + * Max value: unlimited + + + + +**Metric category** : Current agent metric + +**How to access using the Amazon Connect API** : Not available + +**How to access using the Amazon Connect admin website** : + + * Dashboard: [Agents count](./queue-performance-dashboard.html#agent-status-drill-down) + + + + @@ -1509,2 +1541,0 @@ This metric measures the average time (in seconds) taken by an agent to respond - * Historical metrics reports: Avg. agent first response time - @@ -1796,2 +1826,0 @@ This metric measures the average length (in characters) of messages sent by agen - * Historical metrics reports: Avg. agent message length - @@ -1844,2 +1872,0 @@ This metric measures the average number of messages sent by agent across contact - * Historical metrics reports: Avg. agent messages - @@ -1968,2 +1994,0 @@ This metric measures the average time (in seconds) taken by agents to respond to - * Historical metrics reports: Avg. agent response time - @@ -2126,2 +2150,0 @@ This metric measures the average number of messages sent by bots across contacts - * Historical metrics reports: Avg. bot messages - @@ -2255,2 +2277,0 @@ This metric measures the average time elapsed (in seconds) since last customer m - * Historical metrics reports: Avg. conversation close time - @@ -2425,2 +2445,0 @@ This metric measures the average length (in characters) of messages sent by cust - * Historical metrics reports: Avg. customer first response time - @@ -2473,2 +2491,0 @@ This metric measures the average number of messages sent by customers in a conta - * Historical metrics reports: Avg. customer messages - @@ -2517,2 +2533,0 @@ This metric measures the average time (in seconds) from an agent's first message - * Historical metrics reports: Avg. customer response time - @@ -2821,2 +2835,0 @@ This metric measures the average number of messages exchanged per contact. It on - * Historical metrics reports: Avg. messages - @@ -5124,2 +5136,0 @@ This metric measures the count of contacts where no messages were sent by either - * Historical metrics reports: Conversations abandoned - @@ -5342,0 +5354,7 @@ This column heading appears on Real-time metrics reports. It's not a metric exac +**How to access using the Amazon Connect admin website** : + + * Dashboard: [Access the performance dashboard directly in the agent workspace](./performance-dashboard-aw.html) + + + + @@ -6218 +6236 @@ To learn how this is different from In queue contacts in a callback scenario, se - * [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `CONTACTS_SCHEDULED` + * [GetCurrentMetricData](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetCurrentMetricData.html) API metric identifier: `CONTACTS_SCHEDULED`