Custom metric primitives
Metric primitives are used for creating custom metrics, which are personalized measurements that offer more flexibility than the standard out-of-the-box metrics. Metric primitives utilize metric-level filters to make them more customizable and adaptable to business needs. These metrics can be used with different statistics (such as SUM, AVG, MIN, MAX) and can be combined using arithmetic operations to devise more comprehensive measurements. The metric primitives are broadly categorized into two categories :
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Contact: Helps gain insights into customer interactions
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Agent: Helps gain insights into agent performance
After contact work time
The total time that an agent spent doing After Contact Work (ACW) for a contact. In some businesses, this is also known as Call Wrap Up time.
You specify the amount of time an agent has to do ACW in their agent’s configuration settings. When a conversation with a contact ends, the agent is automatically allocated to do ACW for the contact. ACW ends for a contact when the agent changes to an alternate state such as available or the configured timeout is reached.
Metric Primitive Name:
After contact work time
Metric Primitive Category: Contact
Supported Statistics: SUM, AVG, MIN, MAX
Agent Active Time
This metric provides the time an agent spends on a customer interaction, including Agent interaction time, Customer hold time, and After Contact Work (ACW) time. Active Time includes time spent handling contacts while in a custom status.
Custom status = the agent's CCP status other than Available or Offline. For example, Training would be a custom status.
Metric Primitive Name:
Agent active time
Metric Primitive Category: Contact
Supported Statistics: SUM, AVG, MIN, MAX
Agent Interaction Time
The time that agents spent interacting with a customer during a contact. This does not include After Contact Work Time, Customer Hold Time, Custom status time, or agent pause duration (which applies only to tasks).
Metric Primitive Name:
Agent interaction time
Metric Primitive Category: Contact
Supported Statistics: SUM, AVG, MIN, and MAX
Contact Hold Time
This metric measures the total time that customers spent on hold after being connected to an agent. This includes time spent on a hold when being transferred, but does not include time spent in a queue.
Metric Primitive Name:
Contact hold time
Metric Primitive Category: Contact
Supported Statistics: SUM, AVG, MIN, and MAX
Agent Pause Time
This metric measures the total time an agent kept a task in a paused state after the
task was connected to them. It applies only to TASK channel contacts,
including both inbound and outbound tasks.
Metric Primitive Name:
Agent pause time
Metric Primitive Category: Contact
Supported Statistics: SUM, AVG, MIN, and MAX
Contact Duration
This metric measures the time a contact spends from the contact initiation timestamp to disconnect timestamp.
Metric Primitive Name:
Contact duration
Metric Primitive Category: Contact
Supported Statistics: SUM, AVG, MIN, and MAX
Contact Queue Time
The total time that a contact waited in a queue before being answered by an agent. Also known as queue wait time.
Metric Primitive Name:
Contact queue time
Metric Primitive Category: Contact
Supported Statistics: SUM, AVG, MIN, and MAX
Contacts Abandoned
This metric counts the number of contacts that were disconnected by the customer while waiting in the queue. Inbound contacts which disconnect because they requested a callback are not counted as abandoned.
Metric Primitive Name:
Contacts abandoned
Metric Primitive Category: Contact
Supported Statistics: SUM
Contacts Created
The number of contacts created during the specified time range. This includes all inbound and outbound contacts regardless of how they were initiated.
Metric Primitive Name:
Contacts created
Metric Primitive Category: Contact
Supported Statistics: SUM
Contacts Handled
This metric counts the contacts that were connected to an agent during a given time period. It doesn't matter how the contact got to the agent.
Metric Primitive Name:
Contacts handled
Metric Primitive Category: Contact
Supported Statistics: SUM
Contacts Hold Abandons
This metric counts the contacts that disconnected while the customer was on hold. This includes both contacts disconnected by the agent and contacts disconnected by the customer.
Metric Primitive Name:
Contacts hold disconnect
Metric Primitive Category: Contact
Supported Statistics: SUM
Contacts Put On Hold
The number of contacts put on hold by an agent at least once. If a contact is put on hold multiple times, it is counted only once.
Metric Primitive Name:
Contacts put on hold
Metric Primitive Category: Contact
Supported Statistics: SUM
Contacts Queued
The number of contacts added to a queue during the specified time range. This includes contacts whether they were handled, abandoned, or are still in the queue.
Metric Primitive Name:
Contacts queued
Metric Primitive Category: Contact
Supported Statistics: SUM
Contacts Transferred Out
The number of contacts transferred out from queue to queue, and transferred out by an agent using the CCP.
Metric Primitive Name:
Contacts transferred out
Metric Primitive Category: Contact
Supported Statistics: SUM
Contact Handle Time
The number of contacts transferred out from queue to queue, and transferred out by an agent using the CCP.
Metric Primitive Name:
Contact handle time
Metric Primitive Category: Contact
Supported Statistics: SUM
Contact Holds
The number of times voice contacts were put on hold while interacting with an agent. Provides insights into how often agents need to put customers on hold during interactions.
Metric Primitive Name:
Contact holds
Metric Primitive Category: Contact
Supported Statistics: SUM, AVG, MIN, and MAX
Contact Resolution Time
The total time from when a contact enters the system until it is resolved. This includes queue time, interaction time, hold time, and after contact work time.
Metric Primitive Name:
Contact resolution time
Metric Primitive Category: Contact
Supported Statistics: SUM, AVG, MIN, and MAX
Agent Greeting Time
The first response time of agents on chat, indicating how quickly they engage with customers after joining the chat.
Note
This metric is available only for contacts analyzed by Contact Lens conversational analytics, please refer to the following metric for more clarity: Average agent greeting time
Metric Primitive Name:
Agent greeting time
Metric Primitive Category: Contact
Supported Statistics: SUM, AVG, MIN, and MAX
Agent Interruption Time
The total agent interruption time while talking to a contact.
Note
This metric is available only for contacts analyzed by Contact Lens conversational analytics, please refer to the following metric for more clarity: Average agent interruptions time
Metric Primitive Name:
Agent interruption time
Metric Primitive Category: Contact
Supported Statistics: SUM, AVG, MIN, and MAX
Agent Interruptions
Quantifies the frequency of agent interruptions during customer interactions.
Note
This metric is available only for contacts analyzed by Contact Lens conversational analytics, please refer to the following metric for more clarity: Average agent interruptions
Metric Primitive Name:
Agent interruptions
Metric Primitive Category: Contact
Supported Statistics: SUM, AVG, MIN, and MAX
Talk Time Agent
The time that was spent talking in a conversation by an agent.
Note
This metric is available only for contacts analyzed by Contact Lens conversational analytics, please refer to the following metric for more clarity: Average agent talk time
Metric Primitive Name:
Agent talk time
Metric Primitive Category: Contact
Supported Statistics: SUM, AVG, MIN, and MAX
Talk Time Customer
The time that was spent talking in a conversation by a customer.
Note
This metric is available only for contacts analyzed by Contact Lens conversational analytics, please refer to the following metric for more clarity: Average customer talk time
Note:
Metric Primitive Name:
Customer talk time
Metric Primitive Category: Contact
Supported Statistics: SUM, AVG, MIN, and MAX
Non-Talk Time
This metric provides the total non-talk time in a voice conversation. Non-talk time refers to the combined duration of hold time and periods of silence exceeding 3 seconds, during which neither the agent nor the customer is engaged in conversation.
Note
This metric is available only for contacts analyzed by Contact Lens conversational analytics, please refer to the following metric for more clarity: Average non-talk time
Metric Primitive Name:
Non-talk time
Metric Primitive Category: Contact
Supported Statistics: SUM, AVG, MIN, and MAX
Talk Time
The time that was spent talking during a voice contact across either the customer or the agent.
Note
This metric is available only for contacts analyzed by Contact Lens conversational analytics, please refer to the following metric for more clarity: Average talk time
Metric Primitive Name:
Talk time
Metric Primitive Category: Contact
Supported Statistics: SUM, AVG, MIN, and MAX
Conversation Duration
The conversation duration of voice contacts with agents. Calculated by the total time from the start of the conversation until the last word spoken by either the agent or the customer.
Note:
-
This metric is available only for contacts analyzed by Contact Lens conversational analytics, please refer to the following metric for more clarity: Average conversation duration
Metric Primitive Name:
Conversation duration
Metric Primitive Category:Contact
Supported Statistics: SUM, AVG, MIN, and MAX
Contacts Routed
This metric counts the number of contacts routed to an agent.
Metric Primitive Name:
Contacts routed
Metric Primitive Category: Agent
Supported Statistics: SUM
Agent Contacts Missed
This metric counts the contacts routed to an agent but not answered by that agent, including contacts abandoned by the customer.
If a contact is not answered by a given agent, Amazon Connect attempts to route it to another agent to handle; the contact is not dropped. Because a single contact can be missed multiple times (including by the same agent), it can be counted multiple times: once for each time it is routed to an agent but not answered.
Metric Primitive Name:
Agent contacts missed
Metric Primitive Category: Agent
Supported Statistics: SUM
Agent Idle Time
This metric measures the amount of time agent wasn’t handling contacts + any time their contacts were in an Error state, after the agent sets their status in the CCP to Available.
Agent idle time includes the amount of time from when Amazon Connect starts routing the contact to the agent to when the agent picks up or declines the contact. After an agent accepts the contact, the agent is no longer considered idle. This metric can't be grouped or filtered by queue, phone number, or channels.
Metric Primitive Name:
Agent idle time
Metric Primitive Category: Agent
Supported Statistics: SUM
Agent Contact Time
This is a measure of the total time that an agent spent on a contact, including Customer Hold Time and After Contact Work Time. This does not include time spent on a contact while in a custom status or Offline status. (Custom status = the agent's CCP status is other than Available or Offline. For example, Training would be a custom status.)
This metric can't be grouped or filtered by queue, phone number, or channels.
Metric Primitive Name:
Agent contact time
Metric Primitive Category: Agent
Supported Statistics: SUM
Agent Online Time
This is a measures the total time that an agent spent with their CCP set to a status other than Offline. This includes any time spent in a custom status. This metric can't be grouped or filtered by queue, phone number, or channels.
Metric Primitive Name:
Agent online time
Metric Primitive Category: Agent
Supported Statistics: SUM
Agent Error Status Time
This is the measure of the total time contacts were in an error status. This metric can't be grouped or filtered by queue, phone number, or channels.
Metric Primitive Name:
Agent error status time
Metric Primitive Category: Agent
Supported Statistics: SUM
Agent Non-Productive Time
This measures the total time that agents spent in a custom status. That is, their CCP status is other than Available or Offline. This metric doesn't mean that the agent was spending their time unproductively. This metric can't be grouped or filtered by queue, phone number, or channels.
Metric Primitive Name:
Agent online time - non-productive
Metric Primitive Category: Agent
Supported Statistics: SUM
Metric level filters supported per metric primitive category
| Metric Category | Metric Level Filter Key | Metric Level Filter Key Description | Metric Level Filter Values |
|---|---|---|---|
|
Contact |
Initiation method |
Indicates how the contact was initiated. |
Example: INBOUND, OUTBOUND, TRANSFER, QUEUE_TRANSFER, CALLBACK, API, etc. Please refer to the InitiationMethod section of ContactTraceRecord in the Amazon Connect Administrator Guide for more filter values. |
|
Contact |
Disconnect reason |
Indicates how the contact was terminated. |
A few examples of filter values are AGENT_DISCONNECT, CUSTOMER_DISCONNECT, TRANSFER, THIRD_PARTY_DISCONNECT, BARGED, CONTACT_FLOW_DISCONNECT, etc. Please refer to ContactTraceRecord in the Amazon Connect Administrator Guide for more filter values. |
|
Contact |
Channel |
How the contact reached your contact center. |
Valid values: Voice, Chat, Task |
|
Contact |
Feature |
Identifies if Contact Lens conversational analytics is enabled on the flow. |
Contacts analyzed by conversational analytics |
|
Contact |
Is abandoned |
This is true when the contact was abandoned by customer while waiting in queue, false otherwise. Please note if a contact was scheduled for a callback it would not be considered as abandoned. |
True or False |
|
Contact |
Is resulted in callback |
This is true when the contact was scheduled for a callback, false otherwise. |
True or False |
|
Contact |
IIs handled |
This is true when a contact is connected to an agent, false otherwise. |
True or False |
|
Contact |
Is put on hold |
This is true when a contact is put on hold by an agent, false otherwise. |
True or False |
|
Contact |
Is queued |
This is true when a contact gets queued, false otherwise. |
True or False |
|
Contact |
Is transferred out |
This is true when the contact is transferred out from a queue to another queue, or transferred out by an agent, false otherwise. |
True or False |
|
Contact |
After contact work time (ms) |
Measures the total time that an agent spent doing ACW for a contact. |
Numeric input denoting time in milliseconds |
|
Contact |
Agent active time (ms) |
Measures the time an agent spends on a customer interaction, including Agent interaction time, Customer hold time, and After contact work (ACW) time. |
Numeric input denoting time in milliseconds |
|
Contact |
Agent interaction time (ms) |
Measures the time that agents interacted with customers during inbound and outbound contacts. |
Numeric input denoting time in milliseconds |
|
Contact |
Agent pause time (ms) |
Measures the time that an agent paused a contact after the contact was connected to the agent. |
Numeric input denoting time in milliseconds |
|
Contact |
Contact duration (ms) |
Measures the time a contact spends from the contact initiation timestamp to disconnect timestamp |
Numeric input denoting time in milliseconds |
|
Contact |
Contact flow duration (ms) |
Measures the total time a contact spent in a flow. It's the IVR time, the time from the start until contact is queued. |
Numeric input denoting time in milliseconds |
|
Contact |
Contact handle time (ms) |
Measures total time that an agent spent on contacts, including Customer Hold Time and After contact work time. This includes any time spent on contacts while in a custom status. |
Numeric input denoting time in milliseconds |
|
Contact |
Contact hold time (ms) |
Measures the total time that customers spent on hold after being connected to an agent. |
Numeric input denoting time in milliseconds |
|
Contact |
Queue time (ms) |
Measures the average time that contacts waited in the queue before being answered by an agent. |
Numeric input denoting time in milliseconds |
|
Contact |
Contact resolution time (ms) |
Measures the average time, beginning from the time a contact was initiated to the time it resolved. The resolution time for a contact is defined as: beginning from InitiationTimestamp, and ending at AfterContactWorkEndTimestamp or DisconnectTimestamp, whichever one is later. |
Numeric input denoting time in milliseconds |
|
Contact |
Agent greeting time (ms) |
Measures the first response time of agents on chat, indicating how quickly they engage with customers after joining the chat. |
Numeric input denoting time in milliseconds |
|
Contact |
Agent interruption time (ms) |
Measures the of total agent interruption time while talking to a contact. |
Numeric input denoting time in milliseconds |
|
Contact |
Talk time customer (ms) |
Measures the time that was spent talking in a conversation by a customer. |
Numeric input denoting time in milliseconds |
|
Contact |
Non talk time (ms) |
Measures the of total non-talk time in a voice conversation. Non-talk time refers to the combined duration of hold time and periods of silence exceeding 3 seconds, during which neither the agent nor the customer is engaged in conversation. |
Numeric input denoting time in milliseconds |
|
Contact |
Conversation duration (ms) |
Measures the total conversation duration. |
Numeric input denoting time in milliseconds |
|
Contact |
Talk time (ms) |
Measures the time that was spent talking during a voice contact across either the customer or the agent. |
Numeric input denoting time in milliseconds |
|
Contact |
Talk time agent (ms) |
Measures the time that was spent talking in a conversation by an agent. |
Numeric input denoting time in milliseconds |
|
Contact |
Agent interruptions |
Quantifies the frequency of agent interruptions during customer interactions. |
Numeric input denoting count |
|
Contact |
Contact holds |
Measures the average number of times voice contacts were put on hold while interacting with an agent. |
Numeric input denoting count |
|
Agent |
Channel |
How the contact reached your contact center. |
Valid values: VOICE, CHAT, TASK, EMAIL |
Groupings supported per metric primitive category
| Metric Category | Grouping Key | Grouping Dashboard Display Name |
|---|---|---|
|
Contact |
AGENT |
Agent |
|
AGENT_HIERARCHY_LEVEL_FIVE |
Agent hierarchy level five | |
|
AGENT_HIERARCHY_LEVEL_FOUR |
Agent hierarchy level four | |
|
AGENT_HIERARCHY_LEVEL_THREE |
Agent hierarchy level three | |
|
AGENT_HIERARCHY_LEVEL_TWO |
Agent hierarchy level two | |
|
AGENT_HIERARCHY_LEVEL_ONE |
Agent hierarchy level one | |
|
CHANNEL |
Channel | |
|
QUEUE |
Queue | |
|
Q_CONNECT_ENABLED |
Amazon Q | |
|
ROUTING_PROFILE |
Routing profile | |
|
contact/segmentAttributes/connect:Subtype |
Subtype | |
|
Agent |
AGENT |
Agent |
|
AGENT_HIERARCHY_LEVEL_FIVE |
Agent hierarchy level five | |
|
AGENT_HIERARCHY_LEVEL_FOUR |
Agent hierarchy level four | |
|
AGENT_HIERARCHY_LEVEL_THREE |
Agent hierarchy level three | |
|
AGENT_HIERARCHY_LEVEL_TWO |
Agent hierarchy level two | |
|
AGENT_HIERARCHY_LEVEL_ONE |
Agent hierarchy level one | |
|
CHANNEL |
Channel | |
|
QUEUE |
Queue | |
|
ROUTING_PROFILE |
Routing profile |
Supported top-level metric filters per metric primitive category
| Metric Category | Top Level Filter Key | Top Level Filter Dashboard Display Name | Filter Key Description |
|---|---|---|---|
|
Contact |
AGENT |
Agent |
Valid input to this key is Agent ARNs |
|
AGENT_HIERARCHY_LEVEL_FIVE |
Agent hierarchy level five |
Valid input to this filter, is an Agent Hierarchy Level ARN. Read more about Agent Hierarchy Level. |
|
|
AGENT_HIERARCHY_LEVEL_FOUR |
Agent hierarchy level four |
Valid input to this filter, is an Agent Hierarchy Level ARN. Read more about Agent Hierarchy Level. |
|
|
AGENT_HIERARCHY_LEVEL_THREE |
Agent hierarchy level three |
Valid input to this filter, is an Agent Hierarchy Level ARN. Read more about Agent Hierarchy Level. |
|
|
AGENT_HIERARCHY_LEVEL_TWO |
Agent hierarchy level two |
Valid input to this filter, is an Agent Hierarchy Level ARN. Read more about Agent Hierarchy Level. |
|
|
AGENT_HIERARCHY_LEVEL_ONE |
Agent hierarchy level one |
Valid input to this filter, is an Agent Hierarchy Level ARN. Read more about Agent Hierarchy Level. |
|
|
CHANNEL |
Channel |
Valid values: VOICE, CHAT, TASK, EMAIL |
|
|
QUEUE |
Queue |
Valid inputs to this key are Queue ARNs |
|
|
Q_CONNECT_ENABLED |
Amazon Q |
|
|
|
ROUTING_PROFILE |
Routing profile |
Valid input is Routing Profile ARNs. Please read below docs for more details: |
|
|
contact/segmentAttributes/connect:Subtype |
Subtype |
connect:Chat, connect:SMS, connect:Telephony, and connect:WebRTC are a few valid filterValue examples, these are not the exhaustive list of values |
|
|
FEATURE |
N/A | Identifies if conversational analytics is enabled on the
flow. contact_lens_conversational_analytics is the only valid value |
|
|
Agent |
AGENT |
Agent |
Valid input to this key is Agent ARNs |
|
AGENT_HIERARCHY_LEVEL_FIVE |
Agent hierarchy level five |
Valid input to this filter, is an Agent Hierarchy Level ARN. Read more about Agent Hierarchy Level. |
|
|
AGENT_HIERARCHY_LEVEL_FOUR |
Agent hierarchy level four |
Valid input to this filter, is an Agent Hierarchy Level ARN. Read more about Agent Hierarchy Level. |
|
|
AGENT_HIERARCHY_LEVEL_THREE |
Agent hierarchy level three |
Valid input to this filter, is an Agent Hierarchy Level ARN. Read more about Agent Hierarchy Level. |
|
|
AGENT_HIERARCHY_LEVEL_TWO |
Agent hierarchy level two |
Valid input to this filter, is an Agent Hierarchy Level ARN. Read more about Agent Hierarchy Level. |
|
|
AGENT_HIERARCHY_LEVEL_ONE |
Agent hierarchy level one |
Valid input to this filter, is an Agent Hierarchy Level ARN. Read more about Agent Hierarchy Level. |
|
|
CHANNEL |
Channel |
Valid values: VOICE, CHAT, TASK, EMAIL |
|
|
QUEUE |
Queue |
Valid input to this key is Queue ARNs |
|
|
ROUTING_PROFILE |
Routing profile |
Valid input is Routing Profile ARNs. Please read below docs for more details: |
Guidelines for Metric Primitive creation and usage with out-of-the-box metrics
Creating Custom Metric from Primitives
Each metric primitive can use the same metric-level filter only once
Each metric primitive can only use a specific filter attribute once. If you apply the same filter attribute again (even with a different value), it will overwrite your previous condition.
Metric primitives must be from the same category
Metric primitives are organized into categories based on what they measure (e.g., Contact metrics, Agent metrics, Queue metrics). You can only combine primitives within the same category in a single custom metric. When selecting a metric primitive, you'll see its category in the dropdown. If a metric appears disabled (grayed out), hover over it to see the why, it must be from a different category than your first selection.
-
(e.g., Contact metrics, Agent metrics, Queue metrics). You can only combine primitives within the same category in a single custom metric. When selecting a metric primitive, you'll see its category in the dropdown. If a metric appears disabled (grayed out), hover over it to see why—typically because it's from a different category than your first selection.
-
When selecting a metric primitive, you'll see its category in the dropdown. If a metric appears disabled (grayed out), hover over it to see why—typically because it's from a different category than your first selection.
Arithmetic operations on metric primitives require consistent filters
When performing arithmetic operations (+, -, *, /) on multiple metric primitives within a single statistic, all primitives must use the same filter attribute.
Important: The filter values can differ; only the filter attribute must match.
Example: if the custom metric definition is of the form, SUM(Metric-1 + Metric-2), here the Metric-1 and Metric-2 must utilize consistent filters
Important: The filter values can differ; only the filter attribute must match.
Arithmetic operations on statistics operations support metric primitive with different filters
When performing arithmetic operations (+, -, *, /) on multiple statistics operations, you can combine metric primitive groups having different filters.
Example:
-
Metric-1: a metric primitive from Contact category using Queue Time as a filter
-
Metric-2: a metric primitive from Contact category using Contact Handle Time as a filter
-
Valid custom metric definition: SUM(Metric-1) + SUM(Metric-2)
Metrics only support specific statistics
Not every metric primitive supports all statistic operations (SUM, AVG, MIN, MAX). Using an unsupported statistic will cause an error.
Some metrics are only meaningful with certain calculations:
-
Count-based metrics (e.g., Contacts Created): supports SUM, as AVG does not make sense
-
Duration metrics (e.g., Contact Handle Time): support AVG, SUM, MIN, MAX
A custom metric must have 1 to 5 components
A component is each individual metric primitive you add to your custom metric definition. If you're combining three different metrics, that's three components.
-
Minimum: 1 component (you must have at least one metric)
-
Maximum: 5 components per custom metric
A statistic operation can support at most contain 10 elements (either components or constants)
Each statistic operation (SUM, AVG, etc.) can contain a maximum of 10 elements.
What Counts as an Element?
Both of these count toward the 10-element limit:
-
Component identifiers (e.g., Metric_1, Metric_2)
-
Constants/numbers (e.g., 100, 0.5)
Guidelines for using custom metrics with out-of-the-box metrics
A custom metric can only be added to a dashboard widget if the metric's underlying primitives support ALL filters and groupings applied to that widget.
Common Scenario
You create a custom metric using "Agent Idle Time" primitive, which does NOT support "Channel" as a filter or grouping dimension.
Result: You cannot add this custom metric to any widget that:
-
Filters by Channel, OR
-
Groups data by Channel
Refer to the Metric Primitive definition section for supported filters and groupings of metric primitives.
