This is Lesson 1 of our Amazon Connect Historical Metrics quiz series. Historical metrics are what supervisors and managers use every day to judge how a contact centre performed yesterday, last week or last month: how long customers waited, how many contacts agents handled, and where time was lost. This lesson checks that you understand the core queue and agent metrics, where to find the historical reports in Amazon Connect and how to slice them by time and dimension.
The quiz has 10 questions with instant feedback. It suits Amazon Connect administrators, contact centre supervisors, reporting analysts and anyone preparing for an Amazon Connect interview.
Questions in this lesson
Try the quiz first, then use this list to revise the topics it covered:
- What is ‘Average Queue Answer Time’ a measure of?
- What granularity options are typically available when generating a historical metrics report?
- Where can you generate and export standard historical reports in the Amazon Connect admin website?
- What does ‘Agent Non-Response’ historical metric indicate?
- Which historical metric captures the longest amount of time any single contact waited in queue during the interval?
- What does ‘Contacts Queued’ measure historically?
- Which historical metric represents total contacts that were successfully connected to and handled by an agent?
- What does ‘Average After Contact Work (ACW) Time’ measure?
- Which historical metric tracks the average time contacts spent on hold?
- Historical metrics can be grouped/filtered by which of the following dimensions?
Key concepts: Amazon Connect historical metrics
- Historical metrics report – built in the Amazon Connect admin website under Analytics and optimization → Historical metrics. You can save, schedule and export reports as CSV.
- Interval and time range – data can be shown in 15-minute or 30-minute intervals, by day, or as a total for the time range, so you can spot peaks within the day or trends across weeks.
- Grouping and filters – reports can be grouped and filtered by queue, agent, routing profile, channel and agent hierarchy, which is how you compare teams or channels.
- Contacts queued vs contacts handled – queued counts every contact that entered a queue; handled counts only those an agent actually connected to and completed. The gap between them points to abandons and transfers.
- Average queue answer time and maximum queued time – the average and the worst-case wait before an agent answered. Together they show whether long waits are general or caused by a few outliers.
- Average hold time and After Contact Work (ACW) – time customers spent on hold during the conversation, and time agents spent wrapping up afterwards. Both feed directly into average handle time.
- Agent non-response – contacts routed to an agent who did not accept them in time. A rising number usually means agents are leaving their status as Available while away.
How to use this quiz
Take the quiz once without notes, then read the explanation for any question you missed and check the matching metric in a real or trial Amazon Connect instance. When you score 8 out of 10 or more, move on to Historical Metrics Quiz – Lesson 2, which goes deeper into channel-level and API contact metrics.
Keep learning
- 50 Amazon Connect architecture interview questions
- Free Amazon Connect practice test with detailed explanations
- Live Amazon Connect training – reporting and analytics is covered hands-on in the course
Join our live, instructor-led Amazon Connect training: 17 modules, 75+ hours, 80% hands-on labs, rated 4.8★ by our trainees. Or test yourself first with our free practice exams.
