Amazon Connect Metric Capabilities for Measuring Queue Service Levels – What You Need to Know

BY:

Oct 20, 2021

Amazon Connect analytics users can define queue service levels to measure customer contacts answered by an agent between 1 second and 7 days for both real-time and historical metrics

Key Takeaways:

  • Service level is a key metric used by contact center managers to gauge the performance of their team
  • Custom service levels can be set down to the second
  • Real-time metrics mean you can define and track the service levels that meet your business needs
  • Historical metrics show performance and trends over time to inform forecasting

A key metric used by contact center managers to judge the performance of their support teams is service level. Users of the analytics provided by Amazon Connect now have the capability to define queue service levels with the addition of new metric groupings and categories.

The percentage of customer contacts answered by an agent can be measured between one second and 7 days, and this feature can be used on real-time and historical metrics. As an example, suppose you want to track whether or not agents responded within 72 hours or if they answered VIP calls promptly. Combined with caller surveys, these metrics can help supervisors identify ways to improve customer service as well as the call center. 

With the ability to set custom service levels down to the second, you have the flexibility to define and track the service levels that are perfect for your business needs. This feature is available in all AWS regions and there’s no additional charge to use it, so let’s get started. 

Enabling the contacts service level for real-time metrics

Real-time metrics in the contact center let you take a proactive approach to excellent customer service. While historical reporting can give you a bigger picture, in today’s fast-moving world, you need information in real-time to ensure you stay ahead of the competition.  

Access metrics permission is required to access real-time metrics reports. In order to create, share, and publish saved reports, the Saved reports, Create permission is needed. 

View – Agent hierarchy permission is required to view an agent’s hierarchy information, which can include their location and skill set data.

When you open the Table settings page, you’ll see a new metrics category called Contact Service Level.

  • 1. You’ll see several pull-down menus for Agents, Contacts, Contact Service Level, and Performance. Select the arrow next to the group to view and select the metrics you want to add to your report.
  • 2. Choose the Contact Service Level menu to select either pre-set service level metrics or create custom metrics. You can also pick from additional durations, such as minutes, hours, or days. The maximum duration for a custom service level is 7 days because you can’t have a contact that goes longer than 7 days in Amazon Connect.

There are also changes to how real-time metric columns appear on reports. 

  • Upon opening the Real-time metrics page, custom service levels appear at the end of the Performance group and are in ascending order.
  • For Scheduled reports, metrics are not automatically re-ordered, but if you update an existing report, they will be re-ordered to match the order on the Table settings page. 

To help you drill down into the performance data, for Routing profiles and Queues tables, you can open pre-filtered tables that display the associated queues, routing profiles, or agents. Below the Queues table, you will see a Routing profiles table. This table is filtered to display only the routing profiles that are associated with the queue. You also can choose quick filters to display queues or agents only associated with that routing profile.

When real-time metrics refresh

In real-time metrics, reports are refreshed at various intervals:

  • The Real-time metrics page refreshes every 15 seconds if the page is active.  If you navigate to a different page in your browser, the real-time metrics page will only update when you return to it. 
  • There’s a small delay for processing the activity, but metrics such as Active and Availability refresh as activity occurs.
  • Missed and Occupancy, along with Agent near-real-time metrics, refresh every 5 minutes.
  • Contacts that happen near a real-time metrics refresh will update about a minute after a contact ends.

To help you drill down into the performance data, for Routing profiles and Queues tables, you can open pre-filtered tables that display the associated queues, routing profiles, or agents.

New categories for historical metrics improve analysis

Historical data informs your understanding of the entire customer journey and can help develop agent training around points of weakness. Historical analytics help forecast staffing needs by identifying trends. 

It’s now easier to find the historical metrics to add to a report. Metrics on the Table settings page are now in categories:

  • Agents
  • Contacts Abandoned
  • Contact Service Level (his group contains both the preset and your custom service levels) 
  • Contacts Answered
  • Performance

To add your custom service levels, select Add Custom SL

The order of the metric columns on the historical metrics report matches the updated grouping scheme and order of the metrics on the Table settings page. Note that when you add your custom service level metrics, you’ll find them at the end of the report in the order in which they were created. 

Grouping by channel in your historical metrics report

Wondering how things are going in each individual channel? It’s easy to group by channel for your report:

  • 1. In the navigation menu, choose Metrics and quality, Historical Metrics, and choose a report.
  • 2. Select Settings.
  • 3. Choose the Groupings tab on the Table Settings page, and then click Apply.

You’ll see a column titled Channel has been added to your report.

It’s important to understand your contact center at the most granular level. This is key to improving efficiency and performance. With both real-time service level customization and historical metrics, Amazon Connect offers powerful analytics tools. 

Enable your contact center manager with real-time metrics to make data-driven decisions to increase agent productivity and improve customer satisfaction on the fly, as well as historical metrics for longer-term insights.

To learn more about the penetrating metrics and analysis available for Amazon Connect, contact the CloudHesive team today. From cloud consulting to managed services and beyond, learn how we can help you build a robust cloud strategy that increases operational efficiencies.

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