# Conversational analytics metrics in Amazon Connect
<a name="contact-lens-metrics"></a>

The following metrics are derived from Contact Lens conversational analytics. These metrics are available only when [Contact Lens is enabled for your instance](enable-analytics.md#enable-cl) and [conversational analytics](enable-analytics.md#enable-callrecording-speechanalytics) is enabled on the contact. 

These metrics are displayed on the Real-time and Historical metrics reports. For instructions about how add these metrics to your report, see [How to create a historical metrics report](create-historical-metrics-report.md#historical-reports-howto-create).

Also check out the [Contact Lens conversational analytics dashboard](contact-lens-conversational-analytics-dashboard.md) for data visualizations about the trends of contact drivers over time. 

## Agent talk time percent
<a name="ttagent-hmetric"></a>

This metric measures the talk time by an agent in a voice conversation as a percent of the total conversation duration. 

**Metric type**: Percent

**Metric category**: Conversational analytics driven metric

**How to access using the Amazon Connect API**: 
+ [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `PERCENT_TALK_TIME_AGENT`

**How to access using the Amazon Connect admin website**: 
+ Historical metrics reports: Agent talk time percent

**Calculation logic**:
+ Sum all the intervals in which an agent was engaged in conversation (talk time agent). 
+ Divide the sum by the total conversation duration. 

**Notes**:
+ This metric is available only for contacts analyzed by Contact Lens conversational analytics. 

## Average agent greeting time
<a name="average-greeting-time-agent-hmetric"></a>

This metric provides the average first response time of agents on chat, indicating how quickly they engage with customers after joining the chat. 

**Metric type**: String (*hh:mm:ss*)

**Metric category**: Conversational analytics driven metric

**How to access using the Amazon Connect API**: 
+ [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `AVG_GREETING_TIME_AGENT`

**How to access using the Amazon Connect admin website**: 
+ Historical metrics reports: Average agent greeting time

**Calculation logic**:
+ This metric is calculated by dividing the total time it takes for an agent to initiate their first response by the number of chat contacts. 

**Notes**:
+ This metric is available only for contacts analyzed by Contact Lens conversational analytics. 

## Average agent interruptions
<a name="average-interruptions-agent-hmetric"></a>

This metric quantifies the average frequency of agent interruptions during customer interactions. 

**Metric type**: String (*hh:mm:ss*)

**Metric category**: Conversational analytics driven metric

**How to access using the Amazon Connect API**: 
+ [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `AVG_INTERRUPTIONS_AGENT`

**How to access using the Amazon Connect admin website**: 
+ Historical metrics reports: Average agent interruptions

**Calculation logic**:
+ This metric is calculated by dividing the total number of agent interruptions by the total number of contacts.

**Notes**:
+ This metric is available only for contacts analyzed by Contact Lens conversational analytics. 

## Average agent interruption time
<a name="average-interruption-time-agent-hmetric"></a>

This metric measures the average of total agent interruption time while talking to a contact. 

**Metric type**: String (*hh:mm:ss*)

**Metric category**: Conversational analytics driven metric

**How to access using the Amazon Connect API**: 
+ [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `AVG_INTERRUPTION_TIME_AGENT`

**How to access using the Amazon Connect admin website**: 
+ Historical metrics reports: Average agent interruption time

**Calculation logic**:
+ Sum the interruption intervals within each conversation.
+ Divide the sum the number of conversations that experienced at least one interruption. 

**Notes**:
+ This metric is available only for contacts analyzed by Contact Lens conversational analytics. 

## Average agent talk time
<a name="average-talk-time-agent-hmetric"></a>

This metric measures the average time that was spent talking in a conversation by an agent. 

**Metric type**: String (*hh:mm:ss*)

**Metric category**: Conversational analytics driven metric

**How to access using the Amazon Connect API**: 
+ [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `AVG_TALK_TIME_AGENT`

**How to access using the Amazon Connect admin website**: 
+ Historical metrics reports: Average agent talk time

**Calculation logic**:
+ Sum the durations of all intervals during which the agent was speaking. 
+ Divide the sum by the total number of contacts. 

**Notes**:
+ This metric is available only for contacts analyzed by Contact Lens conversational analytics. 

## Average conversation duration
<a name="average-conversation-duration-hmetric"></a>

This metric measures the average conversation duration of voice contacts with agents.

**Metric type**: String (*hh:mm:ss*)

**Metric category**: Conversational analytics driven metric

**How to access using the Amazon Connect API**: 
+ [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `AVG_CONVERSATION_DURATION`

**How to access using the Amazon Connect admin website**: 
+ Historical metrics reports: Average conversation duration

**Calculation logic**:
+ This metric is calculated by the total time from the start of the conversation until the last word spoken by either the agent or the customer.
+ This value is then divided by the total number of contacts to provide an average representation of the conversation time spent on the call. 

**Notes**:
+ This metric is available only for contacts analyzed by Contact Lens conversational analytics. 

## Average customer talk time
<a name="average-talk-time-customer-hmetric"></a>

This metric measures the average time that was spent talking in a conversation by a customer. 

**Metric type**: String (*hh:mm:ss*)

**Metric category**: Conversational analytics driven metric

**How to access using the Amazon Connect API**: 
+ [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `AVG_TALK_TIME_CUSTOMER`

**How to access using the Amazon Connect admin website**: 
+ Historical metrics reports: Average customer talk time

**Calculation logic**:
+ Sum the durations of all intervals during which the customer was speaking. 
+ Divide the sum by the total number of contacts. 

**Notes**:
+ This metric is available only for contacts analyzed by Contact Lens conversational analytics. 

## Average non-talk time
<a name="average-non-talk-time-hmetric"></a>

This metric provides the average of total non-talk time in a voice conversation. Non-talk time refers to the combined duration of hold time and periods of silence exceeding 3 seconds, during which neither the agent nor the customer is engaged in conversation. 

**Metric type**: String (*hh:mm:ss*)

**Metric category**: Conversational analytics driven metric

**How to access using the Amazon Connect API**: 
+ [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `AVG_NON_TALK_TIME`

**How to access using the Amazon Connect admin website**: 
+ Historical metrics reports: Average non-talk time

**Calculation logic**:
+ Sum all the intervals in which both participants remained silent.
+ Divide the sum by the number of contacts. 

**Notes**:
+ This metric is available only for contacts analyzed by Contact Lens conversational analytics. 

## Average talk time
<a name="average-talk-time-hmetric"></a>

This metric measures the average time that was spent talking during a voice contact across either the customer or the agent. 

**Metric type**: String (*hh:mm:ss*)

**Metric category**: Conversational analytics driven metric

**How to access using the Amazon Connect API**: 
+ [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `AVG_TALK_TIME`

**How to access using the Amazon Connect admin website**: 
+ Historical metrics reports: Average talk time

**Calculation logic**:
+ Sum all the intervals in which either an agent, a customer, or both were engaged in conversation.
+ Divide the sum by the total number of contacts. 

**Notes**:
+ This metric is available only for contacts analyzed by Contact Lens conversational analytics. 

## Customer talk time percent
<a name="ttcustomer-hmetric"></a>

This metric provides the talk time by a customer in a voice conversation as a percent of the total conversation duration. 

**Metric type**: Percent

**Metric category**: Conversational analytics driven metric

**How to access using the Amazon Connect API**: 
+ [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `PERCENT_TALK_TIME_CUSTOMER`

**How to access using the Amazon Connect admin website**: 
+ Historical metrics reports: Customer talk time percent

**Calculation logic**:
+ Sum all the intervals in which a customer was engaged in conversation.
+ Divide the sum by the total conversation duration. 

**Notes**:
+ This metric is available only for contacts analyzed by Contact Lens conversational analytics. 

## Non-talk time percent
<a name="ntt-hmetric"></a>

This metric provides the non-talk time in a voice conversation as a percent of the total conversation duration. 

**Metric type**: Percent

**Metric category**: Conversational analytics driven metric

**How to access using the Amazon Connect API**: 
+ [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `PERCENT_NON_TALK_TIME`

**How to access using the Amazon Connect admin website**: 
+ Historical metrics reports: Non-talk time percent

**Calculation logic**:
+ Sum all the intervals in which participants remained silent (non-talk time).
+ Divide the sum by the total conversation duration. 

**Notes**:
+ This metric is available only for contacts analyzed by Contact Lens conversational analytics. 

## Talk time percent
<a name="tt-hmetric"></a>

This metric provides the talk time in a voice conversation as a percent of the total conversation duration. 

**Metric type**: Percent

**Metric category**: Conversational analytics driven metric

**How to access using the Amazon Connect API**: 
+ [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `PERCENT_TALK_TIME`

**How to access using the Amazon Connect admin website**: 
+ Historical metrics reports: Talk time percent

**Calculation logic**:
+ Sum all the intervals in which either an agent, a customer, or both were engaged in conversation (talk time). 
+ Divide the sum by the total conversation duration. 

**Notes**:
+ This metric is available only for contacts analyzed by Contact Lens conversational analytics.