Amazon Connect now provides five additional contact and agent performance metrics in the GetMetricDataV2 API to help contact center managers derive more granular insights into queue and agent performance. These metrics include the time it takes to resolve a contact from when it was initiated until it is terminated, rate of abandoned contacts, and the number of contacts an agent did not answer, excluding those abandoned by a customer while connecting. For example, using these metrics, businesses can create custom dashboards to analyze how quickly they resolve customer callback requests or the total time to complete longer running contacts such as tasks.
Source:: Amazon AWS