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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 AwsConHMSumTest 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.

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

Measurement	Description	Measurement Unit	Interpretation
abandonTime	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.
afterContactWorkTime	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.
apiContactsHandled	Indicates the number of contacts that were initiated using an Amazon Connect API operation and handled by an agent.	Number
callbackContactHandled	Indicates the number of contacts that were initiated from a queued callback and handled by an agent.	Number
contactsAbandoned	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.
contactAgentHungupFirst	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.
contactConsulted	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.
contactHandled	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.
contactHandledIncoming	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.
contactHandledOutbound	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.
contactHoldAbandons	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.
contactMissed	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.
contactQueued	Indicates the number of contacts added to the queue.	Number
contactTransIn	Indicates the number of contacts transferred in from queue to queue and transferred in by an agent using the CCP.	Number
contactTransInFrmQueue	Indicates the number of contacts transferred to the queue from another in a Transfer to queue contact flow.	Number
contactTransOut	Indicates the number of contacts transferred out from queue to queue and transferred out by an agent using the CCP.	Number
contactTransOutFrmQueue	Indicates the number of contacts transferred from the queue to another queue in a Transfer to queue contact flow.	Number
handleTime	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.
holdTime	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.
interactionAndHoldtime	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.
interactionTime	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.
queueAnswerTime	Indicates the average time that contacts waited in the queue before being answered by an agent.	Seconds
queuedTime	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.