About Amazon Connect Reports

Amazon Connect reports are intended for use when Analytics is used in conjunction with Amazon Connect
contact center. Types of report include:

• Real-time: Current volumes and performance metrics.
• Historical: Aggregated volumes and performance metrics which occurred during a specified interval of time(i.e. date, week, month or half hour period).
• Detail: A list of individual activities, sessions or other items that were created, completed or had some other action performed on them during a specified interval of time.

Historical reports are organized into several folders for different time intervals:

1. Daily: Report on a period of one or more days. The report will show daily totals, broken down by resource(For example, call type, skill group, agent).
2. Weekly: Report on a period of one or more weeks. The report will show weekly totals, broken down by resource.
3. Monthly: Report on a period of one or more months. The report will show monthly totals, broken down by resource.
4. Intra-day: Use to investigate peaks and troughs during the course of a day. The report will show totals per resource (For example,example, call type, skill group, agent), broken down by half hour.
5. Day-on-Day: Use to investigate peaks and troughs during the course of several days. The report will show totals per resource, broken down by date.

Data Currency

Data from Amazon Connect takes time to import into Analytics and to process it for reporting. The amount of time needed varies for different types of data. On average, data can be expected to be fully processed and visible in reports according to the following timelines:

Please note that this is counted from the time that Analytics receives the raw data from Amazon Connect. It considers Analytics’ import and processing times only and does not include any additional processing time or delays on the Amazon Connect side.