View a markdown version of this page

Consolidated metrics across Regions - Amazon Connect Customer
Available metrics

Consolidated metrics across Regions

Important

To enable consolidated agent and contact metrics for your ACGR instance, please reach out to AWS Support.

Note

Supported Regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Tokyo), Asia Pacific (Osaka), Europe (Frankfurt), and Europe (London).

When you view metrics in Connect Customer, you see a consolidated view of agent and contact metrics across all your paired Regions, regardless of which Region you are currently logged into.

For example, if you have 5 agents logged into us-east-1 and available for BasicQueue, and 10 agents logged into us-west-2 and available for BasicQueue, the real-time metrics page shows a total of 15 agents online. This consolidated view helps you monitor your contact center operations within a single interface.

Available metrics

The consolidated view is available across:

  • Real-time metrics: View current agent activity and contact metrics across your ACGR instances.

  • Historical metrics: Access historical performance data across ACGR instances.

  • Metrics APIs: API responses return consolidated metrics across your ACGR instances.

Note

Agent and contact metrics are consolidated across Regions. Other metrics such as analytics remain Region-specific.

For more information about Connect Customer reporting, see Metrics, dashboards, and insights in Connect Customer.