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Real-time boards and historical intervals — Learn it in 5 minutes
About five minutes of reading
Service level is a historical interval unless you say you are looking at the live queue.
Historical metrics come in intervals such as 15 minutes. Real-time metrics show agents, queues, and profiles now. GetMetricDataV2 is the API for new work. Saved reports count toward the 2,000 report quota, including a supervisor's personal copies.
Queue duration is the usual wait clock. Handle time definitions vary. Write the formula next to the number.
- Abandonment before the queue and abandonment in queue are different.
- ACW is in occupancy. A dashboard that ignores it flatters the team.
- Custom metrics exist and have a quota of 1,000.
- The analytics data lake, previewed 28 November 2023, is the zero-ETL path into Athena or QuickSight.
Number on this page: Reports 2000. Including personal saved reports
Confirm before relying. Prices, quotas, and exam names change. Use the source linked on this page.
Sources and go deeper
- confirm Real-time metrics. AWS docs. last checked 2026-10. Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home.
- Connect Customer agent event streams - Amazon Connect Customer AWS docs. last checked 2026-10
- Connect Customer contact events - Amazon Connect Customer AWS docs. last checked 2026-10
- Call centre - Wikipedia Wikipedia. last checked 2026-10