AWS Connect Activity Layer

The tests associated with the AWS Connect Activity Layer (see Figure 1), helps you to monitor the following for each intent handled through the task channel, voice channel, and chat channel:

• Number of agents working in AfterContactWork state.

• Number of agents who are available.

• Number of agents working in error state.

• Number of non-productive agents.

• Number of agents who are currently on call.

• Number of agents who are currently handling a contact.

• Number of agents who are online in the CCP.

• Number of contacts that are currently in the queue.

• Maximum time that the contact waited in queue.

• Number of active slots.

• Number of available slots.

Figure 1 : The list of tests associated with the AWS Connect Activity Layer