Comstice Reports Guide for Amazon Connect

July 15, 2019 in Amazon Connect
Comstice Reports Guide for Amazon Connect

Amazon Connect is a cloud contact center offering platform as a service features. Comstice Quartz Reporting and Analytics platform helps to access Amazon Connect stock reports as well as industry best practice reports used in the contact centers worldwide. This post provides the details of the Comstice Stock Reports created for Amazon Connect Cloud Contact Center.

Agent Reports

Agent Login Logout Summary

Filters: starttime,endtime,agent name/ID, select interval, agent hierarcy levels 1-5, login duration greater / less than

Description

This report shows the total login duration per hiearchy or agent, per interval

Parameter Description
Agent Name Full name of the agent
Agent ID Login ID of the agent
Start Time Start time of the report or the interval
End Time End time of the report or the interval
Duration Login duration of the agent in hh:mm:ss

Agent Not Ready / AUX Reason Summary

Filters: starttime,endtime,agent name/ID, agent hierarcy levels 1-5

Description

This report shows the total duration of not ready reason codes per agent, one agent per row.You can select the filter "Hide rows with zero duration" to narrow down the report columns.

Parameter Description
Agent Name Full name of the agent
Agent ID Login ID of the agent
Total Not Ready Duration Summary of the not ready / AUX duration hh:mm:ss
Reason Code 1 Name, Duration, Percentage
... ...
Reason Code 399 Name, Duration, Percentage
Duration Login duration of the agent in hh:mm:ss

Agent State Trace

Filters: starttime,endtime,agent name/ID, agent hierarcy levels 1-5

Description

This report shows every single state and reason AUX code change in the call center.Even when the reason AUX code changes, you will see a new entry with the duration. Reason / AUX codes are currently called Agent Status code in Amazon Connect.

Parameter Description
Agent Name Full name of the agent
Agent ID Login ID of the agent
Start Time Start timestamp of the agent state/reason
End Time End timestamp of the agent state/reason
State New state of the agent when the event happens, including login and logout.
Reason The reason / agent status code selected by the agent. These are the reason codes created in Amazon Connect admin console.
Duration The difference between the start and end time of the state in hh:mm:ss. It is zero in login and logout states.

Agent State Summary

Description

This report shows the summary of the agent states for each agent selected in the defined start and end time.

Filters: starttime,endtime,agent name/ID, agent hierarcy levels 1-5

Parameter Description
Agent Name Full name of the agent
Agent ID Login ID of the agent
Login Duration Duration of the login time for the selected time period in hh:mm:ss
Available Available duration and percentage for the time period per agent
Not Ready Time spent in Not Ready except in the agent status / reason codes marked as lunch or break.
ACW Time spent in After Call Work state if enabled.
Lunch Time spent in the reason codes which are marked as "lunch break" as well as the percentage with respect to the login duration.
Break Time spent in the reason codes which are marked as "other break" as well as the percentage with respect to the login duration.

Agent Call Summary

Description

This report presents the number of calls each selected agent handled as well as missed, transferred and other actions. It also includes the total time spent on the call, hold, ACW as well as the overall handle time. This report can be run with intervals as well as a cumulative table for the entire duration. One agent per row, per interval.

Filters: starttime,endtime,agent name/ID, agent hierarcy levels 1-5, queues. Intervals 15,30,60, Entire Duration

Parameter Description
Agent Name Full name of the agent
Agent ID Login ID of the agent
Start Time Timestamp for the start time of the report
End Time Timestamp for the end time of the report
Total Inbound Total number of inbound calls answered; direct, transferred as well as calls coming from the queue.
Total Outbound Total number of outbound calls generated by the agent. These are not the dialer calls.
Inbound Queue Total number of inbound calls answered from the queue.
Inbound Queue Avg Talk Time Average duration of the call talk time. Total Talk Time / Total Inbound Queue Calls.
Inbound Queue Avg Hold Time Average duration of the call hold time. Total Hold Time / Total Inbound Queue Calls.
Inbound Queue Avg ACW Time Average duration of the ACW time. Total ACW Time / Total Inbound Queue Calls.
Inbound Direct Total number of direct inbound calls answered.
Inbound Direct Avg Talk Time Average duration of the direct calls talk time. Total Talk Time / Total Inbound Direct Calls.
Inbound Direct Avg Hold Time Average duration of the direct calls hold time. Total Hold Time / Total Inbound Direct Calls.
Transfer In Queue calls transferred into the agent's phone.
Transfer Out Queue calls transferred out by the agent.

Agent Call Detail

Description

This report shows each call presented to or generated by the agent for the selected criteria

Filters: starttime,endtime,agent name/ID, agent hierarcy levels 1-5, queues, routing profile, attributes and the values

Parameter Description
Agent Name Full name of the agent
Agent ID Login ID of the agent
Customer Number Phone number of the other party
Agent Connect Time timestamp of the call when it is connected to the agent
Call Start Time timestamp of the call when it first hit Amazon Connect platform
Call End Time timestamp of the call when it was terminated in the Amazon Connect platform
Talk Time/td> Talk time of the agent for the call
Hold Time Hold time of the call
Longest Hold Time Longest hold time of the call
Number of Holds Number of times the call put on hold
ACW Time Time spent in After Call Work state if enabled.
Hierarchy 1 Name of the hierarchy 1 for this call
Hierarchy 2 Name of the hierarchy 2 for this call
Hierarchy 3 Name of the hierarchy 3 for this call
Hierarchy 4 Name of the hierarchy 4 for this call
Hierarchy 5 Name of the hierarchy 5 for this call
Direction Direction of the call; inbound or outbound
Queue Queue of the call hit before handed to the agent
Attributes List of attributes and their final values for the call
Queue Duration Number of seconds the call waited in the queue before answered by the agent
Recording Click here to listen to the recording of the call
Transcript Transcript of the call conversation as a written text; only in the languages supported by Amazon Transcribe

Agent Wrap-Up Summary

Description

This report shows the summary of the wrap up / call disposition codes selected by the agent. Please note that wrap up codes are only available if Comstice Quartz Web Agent interface is used to handle the calls. Amazon Connect does not support wrap-up codes.Also note that agents may select more than one wrap-up codes for the same call.

Filters: starttime,endtime,agent name/ID, Wrap-up codes, agent hierarcy levels 1-5

Parameter Description
Wrap-Up Name Wrap up name selected by the agent
Total Calls Number of queue calls agents selected this wrap-up code
Total Handle Time Total handle time for the calls selected for this wrap up. Handle time = Talk+ ACW + Hold Time
Avg Handle Time Average handle time for the calls selected for this wrap up. Avg Handle time = (Talk+ ACW + Hold Time) / Total Calls for this Wrap Up
Max Handle Time Maximum handle time for the calls selected for this wrap up. Max Handle time = MAX(Talk+ ACW + Hold Time)
% Talk Time Perentage of talk time with respect to the handle time. 100 * SUM(Talk Time) / SUM(Handle Time)
Total ACW Time Total ACW of the calls with this wrap-up.
Avg ACW Time Avg ACW of the calls with this wrap-up. Total ACW Time / Total Calls
Max ACW Time MAximum ACW of the calls with this wrap-up.
% ACW Perentage of ACW time with respect to the handle time. 100 * SUM(ACW Time) / SUM(Handle Time)

Agent Wrap-Up Detail

Description

This report shows each call for the wrap up / call disposition codes selected by the selected agents. Please note that wrap up codes are only available if Comstice Quartz Web Agent interface is used to handle the calls. Amazon Connect does not support wrap-up codes.Also note that agents may select more than one wrap-up codes for the same call.

Filters: starttime,endtime,agent name/ID, Wrap-up codes, agent hierarcy levels 1-5

Parameter Description
Agent Name Full name of the agent
Agent ID Login ID of the agent
Start Time Timestamp for the start time of the call
End Time Timestamp for the end time of the call
Customer Number Phone number of the calling customer
Wrap-Up Wrap up names selected by the agent
Queue The queue that the call hit for this agent
Handle Time Total handle time for the call
Talk Time Talk time for the selected call
Hold TimeTime Total hold time for the selected call
ACW Time ACW of time of the selected call

Call and Queue Reports

Call Tracker

This report shows every single call that hits Amazon Connect for the selected search criteria.If the call is handled by multiple agents, then it will have multiple rows

Field Description
Contact ID Unique identifier of each call generated by Amazon Connect.
Previous ID Previous ID of the call
Next ID Next ID of the call
Call Start Time Timestamp of the call hitting Amazon Connect
Call End Time Timestamp of the call ended at Amazon Connect
Agent Connect Time Timestamp that the call is connected to an agent. NULL if not handled by the agent
Agent Name Full name of the agent
Agent ID Login ID of the agent
Customer Number Phone number of the other party
Talk Time/td> Talk time of the agent for the call
Hold Time Hold time of the call
Longest Hold Time Longest hold time of the call
Number of Holds Number of times the call put on hold
ACW Time Time spent in After Call Work state if enabled.
Hierarchy 1 Name of the hierarchy 1 for this call
Hierarchy 2 Name of the hierarchy 2 for this call
Hierarchy 3 Name of the hierarchy 3 for this call
Hierarchy 4 Name of the hierarchy 4 for this call
Hierarchy 5 Name of the hierarchy 5 for this call
Direction Direction of the call; inbound or outbound
Attributes List of attributes and their final values for the call
Queue Queue of the call hit before handed to the agent
Queue Start Time Timestamp of the instance when call started to wait in the queue
Queue Duration Number of seconds the call waited in the queue before answered by the agent
TransferredTo Endpoint the call is transferred to
TransferCompleteTime Timestamp of the call transfer completed
Recording Click here to listen to the recording of the call
Transcript Transcript of the call conversation as a written text; only in the languages supported by Amazon Transcribe

Contact Attribute Summary

Field Description
Contact ID Unique identifier of each call generated by Amazon Connect.
Call Start Time Timestamp of the call hitting Amazon Connect
Call End Time Timestamp of the call ended at Amazon Connect
Agent Connect Time Timestamp that the call is connected to an agent. NULL if not handled by the agent
Agent Name Full name of the agent
Agent ID Login ID of the agent

Agents

This report shows the details of the individual agent states and performance. It is an interactive report; supervisors can use this report to change agent's state. The report has three sections; Agent, phone and performance. Agent section shows the stats related to the agents of the queue. Performance section shows the data about the contact stats. You can filter this report per queue or routing profile. Queues report can also be run as Agent Queues.

Agent Subsection

Field Description
Status Count of agents with a status other than Offline.
Duration Count of agents in a custom status (any status other than Available, Error, or Offline.) Agents can handle contacts while in a custom status.
Agent Hierarchy Count of agents currently on a contact.
Routing Profile Count of agents with a status of AfterCallWork
Agent Name Count of agents with a status of Available
Agent First Name Count of agents with a status of Error
Agent Last Name Count of agents logged in and with a status of Available, On call, or ACW

Phone Subsection

Field Description
Active Count of agents with a status other than Offline.
Availability Count of agents in a custom status (any status other than Available, Error, or Offline.) Agents can handle contacts while in a custom status.
Contact State Count of agents currently on a contact.
Queue Count of agents with a status of AfterCallWork

Performance Subsection

Field Description
Avg ACW Count of agents with a status other than Offline.
Missed Count of agents in a custom status (any status other than Available, Error, or Offline.) Agents can handle contacts while in a custom status.
Handled In Count of agents currently on a contact.
Handled Out Count of agents with a status of AfterCallWork
AHT Count of agents with a status of Available
Occupancy Count of agents with a status of Error
Callback contacts handled Count of agents logged in and with a status of Available, On call, or ACW
API contacts handled Count of agents logged in and with a status of Available, On call, or ACW

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