Connect LabAmazon Connect study

Analytics

Real-time boards and historical intervals

Learn it in 5 minutes

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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.

Visual

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Real-time boards and historical intervals
Diagram SVGDiagram PNGDiagram HTMLFlow SVGFlow PNGFlow HTML

Now, versus an interval you can audit.

Worked example

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  1. Define. SL and AHT in one sentence.
  2. Interval. 15 minutes to start.
  3. API. GetMetricDataV2.
  4. Keep. Fewer saved reports.

What usually goes wrong: Screenshotting the real-time page as the month's service level.

Quiz

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Question 1

Which term matches this description? Rules on a live contact, announced 1 Dec 2020. Default quota is 300 concurrent real-time analytics calls.

Show the cited answer

Rules on a live contact, announced 1 Dec 2020. Default quota is 300 concurrent real-time analytics calls. The term is Real-time analytics.

Amazon Connect โ€“ Now Smarter and More Integrated With Third-Party Tools | AWS News Blog AWS docs. last checked 2026-10

Question 2

Which term matches this description? Interval reports: 15 minutes, 30 minutes, daily, or total. They are not the real-time board.

Show the cited answer

Interval reports: 15 minutes, 30 minutes, daily, or total. They are not the real-time board. The term is Historical metrics.

confirm Metrics. AWS docs. last checked 2026-10. Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home.

Question 3

Which term matches this description? Wait time. This is the service-level clock for most voice designs.

Show the cited answer

Wait time. This is the service-level clock for most voice designs. The term is CTR field: Queue.Duration.

Integrate Amazon Connect with Amazon Kinesis | AWS re:Post community. last checked 2026-10

Sources

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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.

The prose is a study paraphrase. Confirm this fact before relying on it.

Ecosystem

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Glossary

  • Conversational analytics The 4 Aug 2026 name for Contact Lens: transcripts, sentiment, redaction, summaries, and categories.
  • Contact Lens The former name of conversational analytics. The product page says the function remains.
  • Real-time analytics Rules on a live contact, announced 1 Dec 2020. Default quota is 300 concurrent real-time analytics calls.
  • Post-contact summary A generated summary after the contact. Preview 28 Nov 2023, generally available 25 Mar 2024.

Mind map

Open the Analytics mind map

Sister technologies

You cannot staff, coach, or dispute a contact you cannot join back to one ContactId.

Config and troubleshooting

Screenshotting the real-time page as the month's service level.

Contact trace records leave the instance through AWS::Connect::InstanceStorageConfig. ResourceType CONTACT_TRACE_RECORDS and StorageType KINESIS_STREAM is the fan-out path. Contact Lens is an instance attribute plus the recording and analytics block in the flow.

InstanceStorageConfig CfnInstance

CloudFormation study snippet
Resources:
  CtrStream:
    Type: AWS::Connect::InstanceStorageConfig
    Properties:
      InstanceArn: !GetAtt CampusInstance.Arn
      ResourceType: CONTACT_TRACE_RECORDS
      StorageType: KINESIS_STREAM
      KinesisStreamConfig:
        StreamArn: !GetAtt ContactStream.Arn

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.

Sources and go deeper

sources.json