Amazon Connect Historical Metrics Quiz | Lesson 2

This is Lesson 2 of our Amazon Connect Historical Metrics quiz series. Lesson 1 covered the basic queue and agent metrics; this lesson moves on to the numbers managers argue about in every weekly review: abandoned contacts, transfers, service level and average handle time. Knowing exactly what each metric includes, and what it leaves out, is what separates a reporting analyst from someone who just exports CSV files.

Ten questions, instant feedback. Built for Amazon Connect administrators, supervisors, WFM and reporting teams, and interview candidates.

Questions in this lesson

Try the quiz first, then use this list to revise the topics it covered:

1. Which historical metric would help identify contacts that were handled via the API (e.g., programmatically initiated), rather than through standard voice or chat channels?
2. What does the historical metric ‘Average Interaction and Hold Time’ combine?
3. Which historical metric reflects contacts that an agent transferred OUT to another queue or agent?
4. Which historical metric measures the number of contacts that were transferred INTO a queue from another queue or contact flow?
5. Which historical metric specifically captures contacts that customers abandoned while they were on hold with an agent, as opposed to abandoning while waiting in the queue?
6. What does ‘Contacts Abandoned’ measure historically?
7. Which historical metric measures the percentage of contacts answered within a defined threshold (e.g., 80% in 20 seconds)?
8. What does the historical metric ‘Average Handle Time (AHT)’ typically include?
9. Which historical metric shows the average time an agent spent actively handling a contact, excluding hold and ACW?
10. Historical metrics in Amazon Connect are aggregated over what kind of time periods?

Key concepts: Amazon Connect Historical Metrics

• Contacts abandoned – contacts that left the queue before an agent answered. Read it together with the abandon time to tell impatient callers from genuinely long waits.
• Transferred in / transferred out – contacts an agent received from, or passed to, another queue or agent. High transfer-out on one queue often means callers are being routed to the wrong place by the IVR.
• Service level – the percentage of contacts answered within a threshold you choose, for example 80% in 20 seconds. Amazon Connect lets you report several thresholds side by side.
• Average handle time (AHT) – talk time plus hold time plus after contact work for each handled contact. It is the main input for staffing calculations.
• Average interaction and hold time – agent talk time plus customer hold time, without after contact work. Useful when you want to separate conversation length from wrap-up.
• API contacts – contacts started programmatically, for example by the StartOutboundVoiceContact or StartTaskContact APIs, rather than by a customer dialling in.
• Interval aggregation – historical data is rolled up into fixed time intervals (15 or 30 minutes, daily or total), so a contact is counted in the interval in which it ended.

How to use this quiz

Take the quiz once without notes, then compare each metric you missed with the definition in the Amazon Connect metrics documentation and with a real historical report. When you score 8 out of 10 or more, move on to Amazon Connect Historical Metrics Quiz – Lesson 3.

Keep learning

• Top 50 Amazon Connect interview questions
• Free Amazon Connect practice test with detailed explanations
• Live Amazon Connect training – every topic in this quiz is covered hands-on