Historical reports overview

Understanding Historical Reports in Amazon Connect 

Historical reports provide valuable insights into the performance and metrics of your agents, queues, and telephone numbers. By analyzing this data, you can determine how many customer calls were handled, the duration of agent-customer interactions, and identify issues such as abandoned calls or long wait times in your contact center. 

Data Visibility

• Rows in a report will only display for a queue, agent, or phone number if there is corresponding data. For example, if there is no data for a queue on a specific date, that row will not appear in the report. 

Contact Data Timing

• Data for a contact is recorded based on the date and time the call is disconnected. For instance, if a call starts on Wednesday at 11:50 PM and ends on Thursday at 12:15 AM, the contact will be included in Thursday's report. 

Data Retention

• Data is stored in Amazon Connect for up to 24 months.

Permissions

• Ensure your Amazon Connect administrator has granted you the correct permissions to access metrics and save reports. 

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