Posted On: Dec 5, 2023

Amazon Connect now provides an additional 24 contact and agent performance metrics (e.g., agent answer rate, idle time, contact handle time) in the GetMetricDataV2 API, which were previously only available in the historical metrics UI. With these contact and agent metrics, businesses can create custom dashboards to help supervisors identify coaching opportunities for agents such as high hold times, low contact answer rate, etc.

These metrics are available in all AWS regions where Amazon Connect is offered. To learn more and get started, visit the Amazon Connect website and the Metric Documentation.