Real-time metrics reports in Amazon Connect
Real-time metrics reports show real-time or near-real time metrics information about activity in your contact center. Metrics such as Online show the number of agents currently online in real-time, updating every 15 seconds. Metrics such as Handled and Abandoned reflect near real-time values for your contact center.
You can customize the reports, specify a time range for each report, select metrics for each report, and select filters for data to include or exclude from each report.
You can also use the Amazon Connect Service APIs to create custom reports, such as real-time reports that are filtered by teams of agents.
Contents
- Real-time metrics definitions in Amazon Connect
- Permissions to view real-time metrics reports in Amazon Connect
- Real-time metrics tag-based access control in Amazon Connect
- How often real-time metrics refresh in Amazon Connect
- Use pre-filtered tables for Routing profiles and Queues tables in Amazon Connect
- Visualize historical queue data in Amazon Connect
- View the number of contacts waiting in an Amazon Connect contact center queue
- Create a real-time metrics report for your contact center
- Troubleshoot no metrics or too few rows in a queues report in Amazon Connect
- List queues grouped by routing profile in Amazon Connect
- List agents grouped by routing profile in Amazon Connect
- Sort agents by activity in a real-time metrics report in Amazon Connect
- Change the "Agent activity" status in a metrics report in the Contact Control Panel (CCP)
- Download real-time metrics for Amazon Connect
