Contact Detail by Agent/Queue

Use this report to audit the details of individual contacts that were answered by a given set of agents or offered to a given set of queues. There are two versions of this report:

• By Agent: Uses an Agent parameter set and lists each contact that each agent answered.
• By Queue: Uses a Queue parameter set and lists each contact that was answered, abandoned or redirected on no answer within each queue.

The report includes 3 levels. The top-level report may be found under the following path: Root > Reports > Amazon Connect Reports > Detail.

Level 1

The top level of the report lists and provides the key details of each contact. A transferred contact may be listed multiple times, for each incoming/outbound leg and for each transfer leg that is in-scope of the report time period and parameter set.

The report is based on the Contact Detail model and includes the following columns.

Start Date Time

The date and time that the contact leg started. A transferred contact will be listed multiple times, for the incoming/dialed out leg and for each transfer leg.

End Date Time

The date and time that the contact leg ended (For example, because the customer abandoned or the agent completed wrap). A transferred contact will be listed multiple times, for the incoming/dialed out leg and for each transfer leg.

Original ContactID

This is the unique ID number for the end-to-end contact. A transferred contact will be listed multiple times, for the incoming/outgoing leg and for each transfer leg, but this number will persist across all contact legs to identify the complete history of the contact.

Exit Point

The end point that the contact reached within the initial IVR contact flow.

Queue

The queue to which the contact was offered/assigned.

Agent

The agent to whom the contact was assigned.

Contact Origin

Indicates whether the contact is incoming, outbound, a transfer or a callback. A given contact may have multiple legs (For example, incoming and transfer) in which it is assigned to different queues and agents. Ordinarily a transfer is performed by an agent but a Queue Transfer will be the result of contact flow rules.

Consult In

This will count 1 if the contact was a consult request sent by an agent. Otherwise this will count 0.

Transfer In

This will count 1 if the contact was a transfer or consult request sent by an agent. Otherwise this will count 0.

Answered

This will count 1 for each contact that was answered by an agent and 0 for any other contact.

Abandoned

(queue version of report only) This will count 1 for each contact that was abandoned (i.e. the customer left before an agent answered) and 0 for any other contact.

Hold Count

This will count the number of times that the agent placed the customer on hold.

Consult Count

This will count the number of times that the agent initiated a consult. This either means that the agent spoke to another agent while the customer was on hold, or both agents were in a conference with the customer. Following the consult, the contact stayed with the original agent.

Warm Transfer

This will count 1 if the agent warm transferred the contact out to another agent or queue. This means the source agent initially consulted the recipient agent before transferring the contact to them. Otherwise this will count 0.

Cold Transfer

This will count 1 if the agent cold transferred the contact out to another agent or queue. This means the source agent did not speak to the recipient agent. Otherwise this will count 0.

IVR Time

For incoming contacts, the total time that elapsed from the start of the contact until the call ended or was offered to a queue, whichever was sooner.

Queue Time

The time that elapsed from when the contact was offered to the queue to when it was either answered or the customer left.

Talk Time

The amount of time that the agent spent with the customer connected and not on hold.

Hold Time

The amount of time that the agent spent with the customer connected but placed on hold.

Wrap Time

The amount of time that the agent spent after the customer had left or been transferred.

Source Queue

For transfers or consults in, the queue from which the transfer or consult was initiated.

Source Agent

For transfers or consults in, the agent who initiated the transfer or consult.

Contact Attributes

Drill through: click on a particular contact to view the attributes of that con-tact – level 2 of this report.

Contact Segments

Drill through: click on a particular contact to view the segments or status changes of that contact (For example, in IVR/self-service, in the queue, ringing at the agent desktop, talk, wrap, undergoing transfer, being consulted) – level 3 of this report.

Level 2

This level of the report is accessed by clicking on the hyperlink from a contact leg that is listed in the top-level. Only the details for that contact leg will be shown. The contact attributes for that contact leg will be listed.

The Contact Attributes drill-through includes the following columns:

Contact Start Date Time

The date and time that the contact leg started. This may be the incoming/outgoing leg or a transfer leg.

ContactID

The unique ID number for the contact leg.

Attribute

The name of the contact attribute.

Attribute Value

The value of the contact attribute.

Level 3

This level of the report is accessed by clicking on the hyperlink from a contact leg that is listed in the top-level. Only the details for that contact leg will be shown. The segments of that contact leg (for example, time spent in the self-service menu, time spent in the queue, agent talk time, wrap time) will be listed.

The Contact Segment drill-through includes the following columns:

Segment Start Time

The date and time that the contact leg started. This may be the incoming/outgoing leg or a transfer leg.

ContactID

The unique ID number for the contact leg.

Segment Type

This indicates the status of the contact during this segment (i.e. in IVR, in the queue, ringing at the agent desktop, talk, wrap, undergoing transfer, undergoing transfer directly to an agent or being consulted).

Queue

The queue to which the contact was assigned during this segment.

Agent

The agent to which the contact was assigned during this segment.

Duration

The amount of time for which this segment of the contact lasted. For example, the duration of the Queue segment begins when the contact is offered to the queue and ends when it is assigned to an agent or the customer abandons.

Hold Duration

The amount of time for which the customer was placed on hold during this segment. This is only applicable for talk segments.