AWS Connect Performance Summary Test

Historical metrics reports include data about past, completed activity and performance in your contact center. Contact records capture the events associated with a contact in the target Amazon Connect contact center. Based on the agent activity and the information collected from the contact records, administrators can historically analyze the performance of the target contact center, identify problems and rectify the same before the customer experience with the contact center starts to suffer. The AWS Connect Performance Summary Test helps administrators perform such an analysis.

This test helps administrators historically analyze how well the contacts were handled by the agents in the target Amazon Connect contact center. The count of contacts handled by the agents, count of contacts initiated through call backs etc., helps administrators analyze the customer experience with the contact center. The contact handling ability of the agents is also analyzed by periodically monitoring the time duration for which a contact was handled, the time for which contacts were in queue before being answered by an agent etc. By periodically analyzing the historical records, administrator can understand the patterns followed by the agents while handling the contacts, understand the pain-points of the agents as well as customers and identify means to improvise the efficiency of the contact center.

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
Average queue abandon time	Indicates the average time that the contacts waited in the queue before being abandoned.	Seconds	A contact is considered abandoned if it was removed from a queue but not answered by an agent or queued for callback.
Average after call work time of agent	Indicates the total time that an agent spent doing After Contact Work for a contact.	Seconds	When a conversation with a contact ends, the agent is automatically allocated to do ACW for the contact. They stop doing ACW for a contact when they indicate they are ready for another contact in the CCP.
API contacts handled	Indicates the number of contacts that were initiated using an Amazon Connect API operation and handled by an agent.	Number	A low value for this measure is desired.
Callback contacts handled	Indicates the number of contacts that were initiated from a queued callback and handled by an agent.	Number
Contacts abandoned	Indicates the number of contacts that were disconnected by the customer while in the queue.	Number	Contacts queued for callback are not counted as abandoned.
Contacts agent disconnected first	Indicates the number of contacts that the agent had disconnected before the customer.	Number	An agent may have disconnected the contact due to varied reasons such as network connectivity issues, accidental hangup, fatigue due to continuous calls etc.
Contacts consulted	Indicates the number of contacts handled by an agent who had consulted with another agent or a call center manager.	Number	Agents may sometimes seek the help of their peer agents or managers to resolve the queries of the contacts. In this case, the agent interacts with the other agent, but the customer is not transferred to the other agent.
Contacts handled	Indicates the number of contacts that were connected to an agent.	Number	It doesn't matter how the contact got to the agent. It could be a customer calling your contact center, or an agent calling the customer. It could be a contact transferred from one agent to another. It could be a contact where the agent answered it, but then they weren't sure what to do and they transferred the contact away again. As long as the agent was connected to the contact, the counter for this measure is incremented.
Contacts handled incoming	Indicates the number of incoming contacts handled by an agent.	Number	The value of this measure includes the number of inbound contacts and transferred contacts.
Contacts handled outbound	Indicates the number of outbound contacts handled by an agent.	Number	The value of this measure includes contacts that were initiated by an agent using the CCP.
Contacts hold abandons	Indicates the number of contacts that were disconnected by the customer while the customer was on hold.	Number	A customer may disconnect the contact when he/she is put on hold for a longer duration.
Contacts missed	Indicates the number of contacts that had been routed to an agent but not answered by the agent, including contacts abandoned by the customer.	Number	A contact can be counted as missed multiple times, once for each time it is routed to an agent but not answered.
Contacts queued	Indicates the number of contacts added to the queue.	Number
Contacts transferred in	Indicates the number of contacts transferred in from queue to queue and transferred in by an agent using the CCP.	Number
Contacts transferred in from queue	Indicates the number of contacts transferred to the queue from another in a Transfer to queue contact flow.	Number
Contacts transferred out	Indicates the number of contacts transferred out from queue to queue and transferred out by an agent using the CCP.	Number
Contacts transferred out from queue	Indicates the number of contacts transferred from the queue to another queue in a Transfer to queue contact flow.	Number
Average handle time	Indicates the average time for which a contact was connected with an agent.	Seconds	The value of this measure includes talk time, hold time, and After Contact Work (ACW) time. This measure is calculated by averaging the amount of time between the contact being answered by an agent and the conversation ending. This applies to both inbound and outbound calls.
Average customer hold time	Indicates the average time that customers spent on hold while connected to an agent.	Seconds	A high value for this measure indicates that the agents are busy, or the query raised by the agent could not be resolved within stipulated time.
Average agent interaction and customer hold time	Indicates the average of the sum of the agent interaction and customer hold time.	Seconds	The value of this measure is the average of the sum of Average customer hold time and Average agent interaction time measures.
Average agent interaction time	Indicates the average time that agents interacted with customers during inbound and outbound contacts.	Seconds	The value of this measure does not include Customer Hold Time or After Contact Work Time.
Occupancy	Indicates the percentage of time that agents were active on contacts.	Percent	Occupancy does not account for concurrency. That is, an agent is considered 100% occupied for a given interval if they are handling at least one contact for that entire duration.
Average queue answer time	Indicates the average time that contacts waited in the queue before being answered by an agent.	Seconds
Maximum queued time	Indicates the longest time that a contact spent waiting in the queue.	Seconds	The value of this measure is arrived by including all contacts added to the queue, even if they were not connected with an agent, including abandoned contacts.