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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:

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 AwsConRMSumTest.

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?

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

Measurement	Description	Measurement Unit	Interpretation
agentsCW	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.
agentsAvailable	Indicates the number of agents who are available to take an inbound contact.	Number
agentsError	Indicates the number of agents in error state.	Number	A low value for this measure is desired.
agentsNPT	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.
agentsOnCall	Indicates the number of agents who are currently on call with a customer.	Number
agentsOnContact	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.
agentsOnline	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.
agentsStaffed	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.
contactsInQueue	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.
contactsScheduled	Indicates the number of contacts who have scheduled a call back with the agent.	Number
oldestContactAge	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.
slotsActive	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.
slotsAvailable	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 agents 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.