Real-time and historical metrics, dashboards, and reports in Amazon Connect

In Amazon Connect, data about contacts are captured in contact records. This data can include the amount of time a contact spends in each state: customer on hold, customer in queue, agent interaction time.

The basis for most historical and real-time metrics in Amazon Connect is the data in the contact record. When you create metrics reports, the values displayed for most (not all) metrics in the report are calculated using the data in the contact records.

Contact records are available within your instance for 24 months from the time when the associated contact was initiated. You can also stream contact records to Amazon Kinesis to retain the data longer, and perform advanced analysis on it.