AWS Connect Performance Layer

The tests associated with the AWS Connect Performance Layer (see Figure 1), helps you to monitor the following for each intent handled through the task channel, voice channel, and chat channel:

• The average queue abandon time.

• The average after call work time of agent.

• Number of contacts handled by an API operation.

• Number of contacts that were queued for callbacks.

• Number of contacts that were abandoned from the queue.

• Number of calls disconnected by the agent.

• Number of calls for which the agent handling this intent consulted another agent or a call center manager.

• Number of contacts that were answered by the agent.

• Number of incoming contacts handled by the agent.

• Number of calls missed by the agent.

• Number of contacts transferred into the queue.

• Number of contacts added to the queue.

• The average agent interaction time.

• The maximum time that a contact waited in the queue.

Figure 1 : The list of tests associated with the AWS Connect Performance Layer