AWS Connect Activity Summary Test

In Amazon Connect, each interaction with a customer is called as a contact. The interaction can be a phone call (voice), a chat, or an automated interaction using an Amazon Lex bot.

Each contact can have some data that is specific to a particular interaction. This data can be accessed as a contact attribute. For example:

• The name of the customer

• The name of the agent

• The channel used for the contact such as phone or chat, and more

A contact attribute represents this data as a key-value pair.

Agents use the Amazon Connect Contact Control Panel (CCP) to interact with customers. This is how they receive calls, send chats, make transfers, and perform other key tasks. An agent can handle multiple contacts at a single time. In real-time environment, if the agents are slow in resolving customer issues, then, the credibility of the business that is governed by the contact center may suffer. If the issue prolongs, then, the business may experience a loss in revenue. To improve the overall performance of the business, it is essential to maintain an efficient contact center. For this, the agents of the contact center should efficiently handle the queries raised by the customers and resolve it immediately. If multiple agents are unavailable or unable to take calls or connect with the contacts, then, the performance of the contact center will suffer. To proactively figure out the efficiency of the agents and identify pain-points in the functioning of the Amazon Connect contact center, eG Enterprise offers the AWS Connect Activity Summary Test.

This test monitors the activity of the agents in the Amazon Connect contact center and reports the count of available agents, agents in error state, non-productive state etc. Using this test, administrators can figure out where exactly the performance of the contact center is suffering - is it due to too many agents in error state? or is due to too many agents being non-productive? or is it due to too many contacts contacting the contact center? or is it due to unavailability of slots?

Target of the test : An Amazon Connect Contact center

Agent deploying the test : A remote agent

Outputs of the test : One set of results for the target AWS Connect that is to be monitored.

Configurable parameters for the test

Parameter	Description
Test Period	How often should the test be executed.
Host	The IP address of the Amazon Connect that is being monitored.
Port	Specify the port number at which the specified HOST listens. By default, this is NULL.
AWS Access Key, AWS Secret Key, Confirm AWS Access Key, Confirm AWS Secret Key	To monitor an Amazon Connect instance, the eG agent has to be configured with the access key and secret key of a user with a valid AWS account. For this purpose, we recommend that you create a special user on the AWS cloud, obtain the access and secret keys of this user, and configure this test with these keys. The procedure for this has been detailed in the Obtaining an Access key and Secret key topic. Make sure you reconfirm the access and secret keys you provide here by retyping it in the corresponding Confirm text boxes.
AWS Default Region	This test uses Amazon Connect CLI to interact with AWS and pull relevant metrics. To enable the test to connect to AWS, you need to configure the test with the name of the region to which all requests for metrics should be routed, by default. Specify the name of this AWS Default Region, here.
AWS Instance ID	Specify a unique identifier for each instance created by Amazon Connect Note: To monitor multiple instances of Amazon Connect, each instance should be added as a separate Amazon Connect component in eG and assigned a unique nick name. When configuring tests for the component, you need to make sure that the specific Amazon Connect instance to be monitored is indicated using the Instance ID parameter.
Timeout	Specify the maximum duration (in seconds) for which the test will wait for a response from the server. The default is 10 seconds.

Measurements made by the test

Measurement	Description	Measurement Unit	Interpretation
Agents on ACW state	Indicates the number of contacts in AfterContactWork state.	Number	When a conversation between an agent and a contact end, the agent is automatically allocated to do After Contact Work for the contact. This includes updating the system, logging the reason for contact and outcome, updating colleagues, and scheduling follow-up actions.
Agents available	Indicates the number of agents who are available to take an inbound contact.	Number
Agents error	Indicates the number of agents in error state.	Number	A low value for this measure is desired.
Agents non productive	Indicates the number of agents who have set a custom status in CCP.	Number	Agents use the Amazon Connect Contact Control Panel (CCP) which is an exclusive website to interact with customer contacts. Using CCP, they receive calls, chat with contacts, transfer them to other agents, put them on hold, and perform other key tasks.
Agents on call	Indicates the number of agents who are currently on call with a customer.	Number
Agents on contact	Indicates the number of agents currently on a contact.	Number	Each interaction with a customer is called as a contact. An agent is “on a contact” when they are handling at least one contact who is either connected, on hold, in After contact work, or outbound ring.
Total agents	Indicates the number of agents who have set their status in the Contact Control Panel to a status other than Offline.	Number	Agents may have set their status in CCP to Available, or to a custom status such as Break or Training.
Agents staffed	Indicates the number of agents who are online in the CCP, and not in Non-Productive Time (a custom status).	Number	There are two scenarios in which this measure is not incremented: The agent's status in the CCP is set to Offline. The agent's status in the CCP is set to a custom status. For example, let's say an agent sets their status in the CCP to a custom status such as Break and they make an outbound call. Now the agent is On call, but Staffed is 0. If the agent sets their status in the CCP to Available and makes an outbound call, the agent is On call and Staffed is 1.
Contacts in queue	Indicates the number of contacts currently in the queue.	Number	A sudden/gradual increase in the value of this measure indicates an influx of customer queries to the contact center. A persistently high value for this measure is an indication for the business owning the contact center to right-size the contact center with adequate number of agents to handle the contacts.
Contacts scheduled	Indicates the number of contacts who have scheduled a call back with the agent.	Number
Oldest contact age	Indicates the maximum time the contact waited in queue.	Seconds	A high value for this measure is an indication that all the agents of the contact center are busy.
Slots active	Indicates the number of active slots.	Number	A slot is where an agent can either connect to a contact on call or connect to concurrent contacts via chats. This value indicates the number of slots that the agent is engaged in.
Slots available	Indicates the number of available slots through which each agent routes contacts.	Number	The number of available slots for an agent are based on their routing profile. For example, let's say an agent's routing profile specifies they can handle either one voice contact or up to three chat contacts simultaneously. If they are currently handling one chat, they have two available slots left, not three. A slot is considered unavailable when: A contact in the slot is: connected to the agent, in After Contact Work, inbound ringing, outbound ringing, missed, or in an error state. A contact in the slot is connected to the agent and on hold. Amazon Connect doesn't count an agent's slots when: The agent has set their status in the CCP to a custom status, such as Break or Training. Amazon Connect doesn't count these slots because agents can't take inbound contacts when they've set their status to a custom status. The agent can't take contacts from that channel as per their routing profile.