AWS connect documentation change
Summary
Added multiple new metrics and dashboard references related to 'customer first callback' tracking, including queue abandon/answer times, callback attempts, contact volumes, and handled contacts. Updated calculation logic and API access methods for callback-related metrics.
Security assessment
The changes focus on adding operational metrics for callback tracking and performance monitoring. There is no mention of security vulnerabilities, patching issues, or authentication/authorization changes. The additions relate to customer experience measurement rather than security controls or vulnerabilities.
Diff
diff --git a/connect/latest/adminguide/metrics-definitions.md b/connect/latest/adminguide/metrics-definitions.md index 64526b9ad..cc8d900da 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 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 outcomePosition in queueRecipients 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 abandon time - customer first callbackAverage queue answer timeAverage queue answer time - customer first callbackAverage queue answer time (enqueue timestamp)Average resolution timeAverage speed of answer - customer first callback dialedAverage talk timeAverage wait time after customer connection - customer first callbackAverage wait time after customer connectionAverage weighted evaluation scoreBot conversations completedBot intents completedCallback attemptsCallback attempts - customer first callbackCallback 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 volumeContact volume - agent first callbackContact volume - customer first callbackContacts abandonedContacts abandoned - customer first callbackContacts abandoned in X secondsContacts agent hung up firstContacts answered in X secondsContacts createdContacts consultedContacts disconnectedContacts handledContacts handled (connected to the agent timestamp)Contacts handled - customer first callbackContacts 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 outcomePosition in queueRecipients attemptedRecipients interactedRecipients targetedScheduled timeScheduledService level XStaffed agentsStep contacts queuedStep expired %Step joinedTalk time percent @@ -1507,0 +1508,2 @@ This metric can be retrieved by using a [MetricFilters](https://docs.aws.amazon. + * Dashboard: Avg. agent connecting time - agent first callback + @@ -3026,0 +3029,58 @@ A contact is considered abandoned if it was removed from a queue but not answere +## Average queue abandon time - customer first callback + +This metric measures the average time that callback contacts, who were called for their first callback, waited in the queue before abandoning the call. A contact is considered abandoned if it was removed from a queue but not answered by an agent. + +**Metric type** : String (_hh:mm:ss_) + +**Metric category** : Contact record-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_ABANDON_TIME` + + * This metric can be retrieved by using a MetricFilters parameter set as follows: + + * MetricFilterKey = INITIATION_METHOD + + * MetricFilterValues = CALLBACK_CUSTOMER_FIRST_DIALED + + + + +**How to access using the Amazon Connect admin website** : + + * Dashboard: Avg. queue abandon time - customer first callback + + + + +**Calculation logic** : + + * For each contact record + + * If QueueInfo.EnqueueTimestamp is NOT present, then skip this record. + + * If QueueInfo.Duration is NOT present, then skip this record. + + * If Agent.ConnectedToAgentTimestamp is present, then skip this record. + + * If NextContactId is present, then skip this record. + + * If (PreDisconnectState is present AND PreDisconnectState == "IN_QUEUE" AND ContactTraceRecord.TransferCompletedTimestamp is present), then skip this record. + + * If (PreDisconnectState is present AND PreDisconnectState == "IN_QUEUE" AND TransferCompletedTimestamp is present), then skip this record. + + * Else, set result = QueueInfo.Duration. + + * Return final_result = average of the result values across all contact records. + + + + +**Notes** : + + * This metric is available when next generation Amazon Connect is [enabled](./enable-nextgeneration-amazonconnect.html) for your instance. It provides unlimited AI capabilities. + + + + @@ -3073,0 +3134,44 @@ This metric helps gauge the customer's waiting experience and is a key indicator +## Average queue answer time - customer first callback + +This metric measures the average time that callback contacts were queued for their first callback before being answered by an agent. + +**Metric type** : String (_hh:mm:ss_) + +**Metric category** : Contact record-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_QUEUE_ANSWER_TIME_CUSTOMER_FIRST_CALLBACK` + + + + +**How to access using the Amazon Connect admin website** : + + * Dashboard: Avg. queue answer time - customer first callback + + + + +**Calculation logic** : + + * For each contact record + + * If Agent.ConnectedToAgentTimestamp is NOT present, then skip this record. + + * If ContactTraceRecord.CallbackTotalQueueDurationMillis is NOT present, then skip this record. + + * Else, set result = ContactTraceRecord.CallbackTotalQueueDurationMillis / 1000. + + * Return final_result = average of the result values across all contact records. + + + + +**Notes** : + + * This metric is available when next generation Amazon Connect is [enabled](./enable-nextgeneration-amazonconnect.html) for your instance. It provides unlimited AI capabilities. + + + + @@ -3150,0 +3255,52 @@ This metric measures the average time, beginning from the time a contact was ini +## Average speed of answer - customer first callback dialed + +This metric measures the average time that callback contacts, who were called for their first callback, waited in the queue before their call was answered by an agent. This also includes the time during the agent and customer whisper, because the contact remains in queue until the whisper is completed. + +**Metric type** : String (_hh:mm:ss_) + +**Metric category** : Contact record-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_QUEUE_ANSWER_TIME` + + * This metric can be retrieved by using a MetricFilters parameter set as follows: + + * MetricFilterKey = INITIATION_METHOD + + * MetricFilterValues = CALLBACK_CUSTOMER_FIRST_DIALED + + + + +**How to access using the Amazon Connect admin website** : + + * Dashboard: Avg. speed of answer - customer first callback dialed + + + + +**Calculation logic** : + + * For each contact record + + * If Agent.ConnectedToAgentTimestamp is NOT present, then skip this record. + + * If QueueInfo.EnqueueTimestamp is NOT present, then skip this record. + + * If QueueInfo.Duration is NOT present, then skip this record. + + * Else, set result = QueueInfo.Duration. + + * Return final_result = average of the result values across all contact records. + + + + +**Notes** : + + * This metric is available when next generation Amazon Connect is [enabled](./enable-nextgeneration-amazonconnect.html) for your instance. It provides unlimited AI capabilities. + + + + @@ -3190,0 +3347,48 @@ For a list of all metrics driven by Contact Lens Conversational analytics, see [ +## Average wait time after customer connection - customer first callback + +This metric measures the average duration of customer's total wait time to be connected to an agent after they answer their first callback. + +**Metric type** : String (_hh:mm:ss_) + +**Metric category** : Contact record-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_WAIT_TIME_AFTER_CUSTOMER_FIRST_CALLBACK_CONNECTION` + + + + +**How to access using the Amazon Connect admin website** : + + * Dashboard: Avg. wait time after customer connection - customer first callback + + + + +**Calculation logic** : + + * For each contact record + + * If ContactTraceRecord.AnsweringMachineDetectionStatus is NOT present or ContactTraceRecord.AnsweringMachineDetectionStatus is NOT answered by a human, then skip this record. + + * If ContactTraceRecord.GreetingEndTimestamp is NOT present, then skip this record. + + * If ContactTraceRecord.InitiationMethod is NOT present or ContactTraceRecord.InitiationMethod is NOT CALLBACK_CUSTOMER_FIRST_DIALED, then skip this record. +