# Historical metrics reports in Amazon Connect
Historical metrics reports include data about past, completed activity and performance in your contact center. Amazon Connect includes built-in historical reports that you can start using right away. You can also build your own custom reports.
When creating and analyzing your historical metrics reports, keep in mind that there are two categories of metrics:
**Contact record-driven metrics**
These metrics are based on formed contact record records. For a given interval, contact records whose disconnect date falls in the interval are selected to calculate metrics. For example, if a contact starts at 05:23 and ends at 06:15, this contact contributes 52 minutes of metrics for the 06:00-06:30 interval.
Example contact record-driven metrics are **Service level**, **Agent interaction time**, and **After contact work time**.
**Agent activity-driven metrics**
These metrics are based on agent activities, like agent status changes, agent conversation changes. The metrics reflect on the actual time the activity happens. For example, if agent handles a contact from 05:23 to 06:15, the **Agent on contact time** has 7 minutes for the 05:00-05:30 interval, 30 minutes for the 05:30-06:00 interval, and 15 minutes for the 06:00-06:30 interval.
For example, an agent activity-driven metric is **Non-Productive Time**.
You can customize the report settings to get the view of the data that is most meaningful for your organization. You can change the time frame for the report, which metrics are included in the report, and how data is grouped in the report. After you have customized a report, you can save it for future reference. You can generate a report using a recurring schedule that you define.
**Topics**
+ [Apply tag-based access control](hm-tag-based-access-control.md)
+ [Create a custom historical metrics report in Amazon Connect](create-historical-metrics-report.md)
+ [Report limits](historical-reporting-limits.md)
+ [Schedule a historical metrics report in Amazon Connect](schedule-historical-metrics-report.md)
+ [Update a historical metrics report](update-historical-metrics-report.md)
+ [Download a historical metrics report in Amazon Connect](download-historical-metrics-report.md)
+ [Show agent queues in a Queues table](show-agent-queues.md)
+ [How many contacts in queue on a specific date](contacts-in-queue-on-specific-date.md)
+ [Agent activity audit report in Amazon Connect](agent-activity-audit-report.md)
# Apply granular access control to historical metrics reports in Amazon Connect
You can use resource tags and access control tags to apply granular access to users, queues, and routing profiles for historical metrics. For example, you can control who has access to view specific users, queues, and routing profile historical metrics.
Amazon Connect also supports tag-based access controls for real-time metrics, agent activity audit, dashboards and the login/logout report. For more information, see [Apply tag-based access controls to dashboards and reports in Amazon Connect](dashboard-tag-based-access-control.md).
Tag-based access controls enable you to configure granular access to specific resources based on assigned resource tags. You can configure tag-based access controls by using the API or the Amazon Connect admin website for supported resources. You must configure resource tags and access control tags before tag-based access control is applied to users, queues, and routing profiles for real-time metrics. For more information, see [Add tags to resources in Amazon Connect](tagging.md) and [Apply tag-based access control in Amazon Connect](tag-based-access-control.md).
## How to enable tag-based access control for historical metrics reports
To apply tags to control access to users, queues, and routing profiles metrics in historical metrics reports:
1. Apply tags to the resources that you're going use in the historical metrics report, such as users, queues, and routing profiles. For more information, see [Add tags to resources in Amazon Connect](tagging.md).
1. You need to be assigned to a security profile that specifically grants you access to the resources that have been tagged. On the Security profiles page, choose **Show advanced** options to assign these permissions.
1. In addition, you need the one of following permissions to view the historical metrics reports:
+ **Analytics and Optimization - Access metrics - Access**: If you choose this option, access is also granted to Real-time metrics, Historical metrics, Agent activity audit, and Dashboards. This means you are granting users permission see all data for Dashboards where tag-based access controls are not currently applied.
OR
+ **Analytics and Optimization - Historical metrics - Access**
## Limitations
The following limitations apply when you use tag-based access controls with historical metrics:
+ You can only filter and group by the same resource (user, queue, or routing profile). For example, you cannot filter by queue for an agent grouping and you cannot group by queue and routing profile. The only additional grouping you can do is channel (for example, Group by queue and channel).
+ You can filter for 500 resources per report.
+ You can't group by agent hierarchy, phone numbers, or email address. You can't filter by agent hierarchy, phone numbers, email address, or agent queues.
## How to transition to tag-based access control
If you open a saved report containing tables with users, queues, or routing profiles that you don't have access to anymore due to tag-based access control, or if groupings or non-primary filters are applied to tables, you won't see data in those tables.
To view the data, perform one of the following steps:
+ Edit your table filters to include the agents, queues, or routing profiles that you have access to.
+ Create a new report that includes the resources you have access to.
+ Remove the groupings and non-primary filters from the table.
# Create a custom historical metrics report in Amazon Connect
Create your own customized historical metrics reports to look at specific data.
**Requirement**
+ You must have permission to access metric data. The following security profiles include this permission: **CallCenterManager** and **QualityAnalyst**. For more information, see [Security profiles for Amazon Connect and Contact Control Panel (CCP) access](connect-security-profiles.md).
## Grouping options
You can group the metrics included in your reports in different ways to provide greater insight into how your contact center is performing.
You can group reports by queue, agent, agent hierarchy, routing profile, phone number, email address, channel, Amazon Q, or subtype. Some options are limited to instances using [service linked roles](connect-slr.md). The metric calculations, and therefore metrics values displayed in the report, are different when reports are grouped differently. For example, if you group a report by queue, the value of a metric includes all contacts associated with the queue. If you group a report by agent, the values for the metrics associated with queues might not provide much insight.
When you create a report, the values for calculated metrics are displayed as rows in the report. The rows in the report are grouped by the grouping options you select. Grouping the data enables you to generate global data for your contact center, or more specific data for queues, agents, routing profiles, or agent hierarchy defined in your contact center.
For example, consider the **Contacts handled** metric. This metric is a count of the contacts handled during the time range defined for the report. Here are the results based on the grouping:
+ **Queue** - The metric is the total number of contacts handled during the time range from that queue by all agents in your contact center.
+ **Agent** - The metric is the total number of contacts handled by that agent during the time range across all queues and routing profiles.
+ **Routing Profile** - The metric is the total number of contacts handled during the time range by agents assigned that routing profile.
+ **Queue**, then **Agent**, then **Routing Profile** - The metric is the total number of contacts that agent assigned that routing profile handled from that queue.
Agent activity can be included in one routing profile at a time, but agents can switch between routing profiles over the reporting time interval. If agents are assigned multiple routing profiles and handle contacts from multiple queues, there are multiple rows in the report for each routing profile assigned to the agent and the queue that the agent handled contacts from.
## Filters
When you customize a report, you can add filters to control which data is included in the report. Some options are limited to instances using [service linked roles](connect-slr.md). You can filter on the following:
+ **Amazon Q**—Includes data only for the specified Amazon Q status. If you don’t specify any Amazon Q status, data for all statuses are included.
+ **Agent hierarchy**—Includes data only for the contacts handled by agents in the specified hierarchies. If you don't specify a hierarchy, data for all contacts handled by agents in all hierarchies is included. When only one hierarchy is specified, you can specify a more granular filter within the hierarchy.
+ **Agent Queues**—Includes data only for the specified agent queues. If you don’t specify any agent queues, data for all agent queues are included. This option is only available when the [show agent queues](show-agent-queues.md) checkbox is selected.
+ **Channel**—Includes data only for the specified channels. If you don't specify any channels, data for all channels are included.
+ **Phone number**—Includes data only for the contacts associated with the specified phone numbers. If you don't specify a phone number, data for all contacts associated with any or no phone numbers is included.
+ **Email address**—Includes data only for the contacts associated with the specified email address. If you don't specify an email address, data for all contacts associated with any or no email address is included.
+ **Queue**—Includes data only for the specified queues. If you don't specify any queues, data for all queues are included.
+ **Routing profile**—Includes data only for the agents assigned to the specified routing profiles. If you don't specify any routing profiles, data for all agents for all routing profiles is included.
+ **Subtype**—Includes data only for the specified subtypes. If you don’t specify any subtypes, data for all subtypes are included.
## How to create a historical metrics report
1. Log in to the Amazon Connect admin website at https://*instance name*.my.connect.aws/.
1. Choose **Analytics and optimization**, **Historical metrics**.
1. Choose one of the following report types, which group and order the data in different ways, and include different metrics:
+ **Queues**
+ **Contact metrics**
+ **Agent metrics**
+ **Agents**
+ **Agent performance**
+ [Agent activity audit report in Amazon Connect](agent-activity-audit-report.md)
+ **Phone numbers**
+ **Contact metrics**
+ **Email addresses**
+ **Email contact metrics**
1. To customize your report, choose the gear icon.
1. On the **Interval & Time range** tab, do the following:
1. For **Interval**, choose **30 minutes** to get a row for each 30-minute period in the time range, **Daily** to get a row for each day in the time range, or **Total** to get all data for the time range in a single row.
1. For **Time Zone**, select a time zone, which determines the hour at which a day starts. For example, to align the report with your calendar days, select the time zone for your location.
You should use the same time zone for reports over time to get accurate and consistent metrics data for your contact center. Using different time zones for different reports may result in different data for the same time range selection.
1. The possible values for **Time range** depend on the value that you select for **Interval**. Alternatively, you can specify a custom time range.
For **Last *x* days** and **Month to date**, the current day is not included in the report. **Yesterday** specifies the previous calendar day while **Last 24 hours** specifies the 24 hours prior to the current time.
1. (Optional) On the **Groupings** tab, choose up to five groupings. If you choose one grouping option, the data is grouped by that option. If you choose multiple grouping options, the data is group by the first grouping option and then by the subsequent grouping options. For more information, see [Grouping options](#historical-metrics-groupings).
1. (Optional) On the **Filters** tab, specify filters to scope the data to be included in the report. The available filters depend on the groupings that you select. For more information, see [Filters](#historical-metrics-filters).
1. On the **Metrics** tab, choose the metrics and fields to include in the report. An exclamation point (\$1) is displayed next to any metrics that are not available based on the groupings that you selected. For more information, see [Metric definitions in Amazon Connect](metrics-definitions.md).
1. When you are finished customizing your report, choose **Apply**.
1. (Optional) To save your report for future use, choose **Save**, provide a name for the report, and then choose **Save**.
# Historical metrics report limits in Amazon Connect
Historical metrics reports have the following limits:
**Service quotas**
+ Historical metrics reports have service quotas, such as **Reports per instance** and **Scheduled reports per instance**. When service quotas are breached, the following error message is displayed: *Report cannot be saved*. For more information about these quotas, see [Amazon Connect service quotas](amazon-connect-service-limits.md)
**Data only for active queues**
+ You can get data only for active queues. A queue is inactive if there are no contacts in the queue and no agents available.
**Query data for three days at a time, for the past 2 days**
+ When you create a report that uses 15 minute intervals, you can return data for three days at a time, for the past 35 days. For 30 minute intervals you can return data for only three days at a time, but the data is available based on the retention period of contact records.
**The availability of historical metric data is based on the retention period of contact records**
+ Historical metrics are based contact records. For the current retention period for contact records, see [Amazon Connect feature specifications](feature-limits.md).
**For daily and total intervals**
+ You can select up to 31 days in a single request.
**200k cell limit**
+ There is a 200k cell limitation on historical metrics reports and scheduled reports. This applies to number of cells with data (and not rows\$1columns in the report).
# Schedule a historical metrics report in Amazon Connect
Before you schedule a historical metrics report, here are a few things you need to know:
**Others can access the report**
+ Scheduling a report makes the report accessible by any other users in your contact center who have permissions to view saved reports.
**Anyone with Schedule permissions can create, edit, or delete the schedule of your report**
+ After you publish a report, any user with **Saved reports - Schedule** permissions in their security profile can create, edit, or delete the schedule of your report. They cannot delete the actual report.
**Scheduled reports are located in an Amazon S3 bucket**
+ Scheduled reports are saved as CSV files in the Amazon S3 bucket specified for reports for your contact center. When you set up the scheduled report, you can add a prefix to the location in Amazon S3 for the report files.
+ When the report is exported to your Amazon S3 bucket, the file name includes the date and UTC time when the report was created. The **Last modified date** for the file is displayed using the time zone for the Amazon S3 bucket, and may not match the creation time for the report, which is in UTC.
**There's a 15 minute delay**
+ For scheduled reports, there is a delay of 15 minutes after the scheduled report time before the report is generated. This is to ensure that the report includes the data for all of the activity that occurred during the time range specified for the report. Data from your contact center is not immediately processed and available to include in reports, so some data from the time range might not be captured in a report if the report is generated at the second the time range ends.
+ For example, if you create a scheduled report for time frame of 8:00 AM to 5:00 PM, and there is activity in your contact center between 4:46:00 PM and 4:59:59 PM, the data about that activity may not be aggregated prior 5:00 PM when the report is scheduled to generate. Instead, the report is generated after 5:15 PM, by which time the data for the last 15 minutes of the time range is included in the report.
**The time range of the scheduled report is independent of the time range in the historical report**
+ The scheduled report uses the time range defined in the report schedule, not the time range of the historical metric report.
For example:
+ Today is January 14th. The time range set in the historical metric report is **Trailing 7 days: January 7th - January 14th**. However, the report schedule is set up to run every 1 day for the previous 1 day.
+ The generated scheduled report will contain data for January 13th to January 14th (the previous 1 day) as defined in the report schedule. It does not use the time range of Trailing 7 days in the historical metrics report.
**A scheduled report runs during the following time ranges:**
+ A scheduled report with **Generate this report** = **Daily** produces a report using trailing 24 hour intervals for the specified number of days.
+ For example, to create a scheduled report for yesterday that generates a report at 2:00PM EST every day apply the following settings:
+ Generate this report **Daily**, running every **1 Day**, starting at 2:00PM EST for the previous **1 Days**.
+ If today was November 10th, the report would be delivered at 2:00PM EST November 10th and contain data from 2:00 PM EST November 9th to 2:00 PM EST November 10th. This 24 hour interval will appear as two rows in the generated report for every run.
+ Row 1: 2:00PM EST November 9th to midnight (00:00) November 10th
+ Row 2: Midnight (00:00) November 10th to 2:00PM EST November 10th
![\[Settings to create a scheduled report for yesterday that generates a report at 2:00PM EST every day\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/metrics-scheduled-reports-historical-daily-2pm.png)
+ To create a scheduled report for yesterday that generates only one row for the 24 hour interval in each run, apply the following settings:
+ Generate this report **Daily**, running every **1 Day**, starting at 12:00 AM in your **required timezone** for the previous **1 Days**.
+ If today was November 10th, the report would be delivered at 12:00 AM EST November 10th and contain data from midnight (00:00) November 9th to midnight (00:00) November 10th with 1 row for the 24 hour interval in each run.
![\[Settings to create a scheduled report for yesterday that generates a report at 12:00AM EST every day\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/metrics-scheduled-reports-historical-daily-12am.png)
+ A scheduled report with **Generate this report** = **Hourly - - For the Previous 24 Hours** always produces a report where the start time is 24 hours before the set run time. The end time is set to the run time.
For example, a scheduled report is set to run hourly starting 2:00PM EST on October 5th for the trailing 24 hours. The start and end times are as follows:
+ The start time for the first report is October 4th 2:00PM EST. The end time is October 5th 2:00PM EST.
+ The next report runs October 4th 3:00PM EST and has an end time of October 5th 3:00PM EST.
**No message if a scheduled report doesn't run**
+ If a scheduled report fails to run, you won't get any message in the Amazon Connect UI. You just won't see the report in the Amazon S3 location.
**Use your messaging system to email scheduled reports**
+ To email a scheduled report to a list of co-workers, you need to generate the email manually using your messaging system. Amazon Connect doesn't provide an option to email the scheduled report automatically.
## How to schedule a historical metrics report
1. Log in to the Amazon Connect admin website at https://*instance name*.my.connect.aws/.
1. Create a new report and save it, or open a saved report.
1. Choose the down arrow next to **Save** in the top-right corner of the page and choose **Schedule**.
1. On the **Recurrence** tab, specify how often this report should be run (for example, weekly on Saturdays) and the range (for example, from midnight for the previous 5 days).
1. (Optional) On the **Delivery Options** tab, specify a prefix for the location in Amazon S3 for the report files.
1. Choose **Create**.
## How to delete a scheduled report
To get to the page where you can delete a scheduled report, you need to create another temporary scheduled report.
1. Log in to the Amazon Connect admin website at https://*instance name*.my.connect.aws/.
1. On the navigation menu, choose **Analytics and optimization**, **Dashboards and reports**.
1. On the **View reports** page, choose the **Historical metrics** tab.
1. Click or tap on the saved report that has been scheduled.
1. Choose the down arrow next to **Save** in the top-right corner of the page and choose **Schedule**.
1. Choose **Create**.
1. On the **Schedule Report** page, choose **Delete** next to the scheduled reports you want to delete.
For instructions on deleting saved reports, see [How to delete saved reports](save-reports.md#how-to-delete-saved-reports).
## Frequently Asked Questions
1. My scheduled reports are missing data for a specific time period?
Compare the data in the generated report (published to your S3 bucket) with the historical report for that time period. If you find discrepancies, contact AWS Support for assistance.
1. My scheduled report failed to generate due to cell limits?
Reports have a 200,000 cell limit (data cells, not total rows \$1 columns in the report). To resolve this, you can:
+ Reduce the number of metrics in your report
+ Apply filters to narrow the data scope
+ Split large reports into multiple smaller reports
1. My scheduled report is affected after a Daylight Saving transition?
When you create a daily scheduled report, the selected start time is saved as a fixed UTC time and the schedule will always run at that same UTC time. It does not automatically adjust when Daylight Savings Time begins or ends.
+ To avoid this, we recommend configuring your schedule using UTC timezone, which never observes Daylight Saving Time and will produce consistent results year-round.
+ If you prefer to use a Daylight Savings Time-aware timezone, we recommend recreating the schedule with same configuration after each Daylight Saving Time transition to realign it with your intended local time.
# Update a historical metrics report
After you save a report, you can update it at any time.
**To update a historical metrics report**
1. Log in to the Amazon Connect admin website at https://*instance name*.my.connect.aws/.
1. Choose **Analytics and optimization**, **Saved reports**.
1. From the **Historical metrics** tab, choose the name of the report. Choose the gear icon, update the report settings as needed, and choose **Apply**.
1. To update the current report, choose **Save**. To save your changes to a new report, choose **Save as**.
# Download a historical metrics report in Amazon Connect
You can download the data included in a report as a comma-separated value (CSV) file so you can use it with other applications. If there's no data for one of the selected metrics, the field in the downloaded CSV file contains a dash.
**To download a historical metrics report as a CSV file**
1. Log in to the Amazon Connect admin website at https://*instance name*.my.connect.aws/.
1. Create a new report or open a saved report.
1. Choose the down arrow next to **Save** in the top-right corner of the page and choose **Download CSV**.
1. When prompted, confirm whether to open or save the file.
The following image shows metrics in a Queue table. All times in the online report are in hours:minutes:seconds (hh:mm:ss). Below the image of the Queue table, there is an image of the same data in a downloaded CSV file opened with Excel. All times in the downloaded report are in seconds.
![\[Data in a queue table and the same data in a CSV file.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/example-downloaded-metrics-report.png)
You can convert the seconds to minutes using an Excel formula. Alternatively, if you have a short report, you can copy and paste the data from Amazon Connect to Excel and it will preserve the format.
## Interval downloaded in ISO date format
The interval is downloaded in ISO date format, as shown in the following image. When you download a historical metrics report, the interval will be in ISO data format and won't match the UI. If needed, use Excel to convert it to the desired format.
![\[Downloaded interval data in excel, next to image of the same data in a historical metrics report.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/downloaded-hmr-interval-format.png)
## Download all historical metric results
If you need to download more than a page or two of historical metrics, we recommend using the following steps:
1. Schedule the report to run as often as needed.
For example, you might schedule the Login/Logout report to run daily at midnight.
1. The full report is saved to your Amazon S3 bucket.
1. Go to your Amazon S3 bucket and download the report.
To learn how scheduled reports work, see [Schedule a historical metrics report in Amazon Connect](schedule-historical-metrics-report.md).
# Show agent queues in a Queues table for historical metrics
By default agent queues don't appear in a Queues table in a historical metrics report. You can choose to show them.
**To show agent queues in a Queues table**
1. In a historical metrics report, choose the **Settings** icon, as shown in the following image.
![\[The historical metrics queues report, the settings icon.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/hmr-queues-settings.png)
1. Choose **Filters**, **Show agent queues**, **Agent queues**, and then use the drop-down to choose the agent's queues you want to include in the table. These options are shown in the following image.
![\[Tables settings page, Filters tab, show agent queues option.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/hmr-queues-settings-agent-queues.png)
1. Choose **Apply**. The agent queues you selected appear in the Queues table in the historical metrics report.
# Determine the number of contacts in a queue on a specific date
The historical metrics reports don't provide a way for you to determine how many contacts were in queue on a specific date, at a specific time.
To get this information in a historical report, you need the help of a developer. The developer uses the [GetCurrentMetricData](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetCurrentMetricData.html) API to store the data so you can look it up later.
# Agent activity audit report in Amazon Connect
The agent activity audit is like a report version of the [agent event stream](agent-event-streams.md). All of the data in this report is also in the agent event stream.
For example, if there's something in the audit report you want to recreate, or if you want to recreate a different time period, you can do so using the agent event stream.
**Topics**
+ [Run the agent activity audit report](#access-agent-activity-audit)
+ [Status definitions](#agent-activity-status-definitions)
+ [Status changes](#agent-activity-status-changes)
+ [When is the status Agent Disconnected, Contact Missed, or Rejected?](#rejected-missed-disconnected)
+ [Required permissions](#agent-activity-audit-permissions)
+ [Agent activity audit tag-based access control](agent-activity-audit-tag-based-access-control.md)
## Run the agent activity audit report
For a list of required permissions to perform this procedure, see [Assign permissions](dashboard-required-permissions.md).
1. Log in to the Amazon Connect admin website at https://*instance name*.my.connect.aws/.
1. Choose **Analytics and optimization**, **Historical metrics**, **Agents**, **Agent activity audit**.
1. Choose the agent login, date, and timezone, and then choose **Generate Report**.
1. To download the results, choose **Download CSV**.
## Status definitions
The following values may appear in the **Status** column on agent activity audit report.
+ **Available**: The agent has set their status in the Contact Control Panel (CCP) to **Available**. Contacts can be routed to them.
+ **Offline**: The agent has set their status in the Contact Control Panel (CCP) to **Offline**. Contacts can not be routed to them.
+ **Custom status**: The agent has set their status in the Contact Control Panel (CCP) to a custom status. Contacts can not be routed to them.
+ **Connecting**: The state between an inbound contact arriving in the flow and routing to the agent.
+ **Connecting Agent**: The state between an inbound contact being routed to an agent and the agent receiving the contact.
+ **Call Connected**: When an inbound Voice contact has been established by the agent choosing **Accept** in their CCP
+ **Connected**: When an inbound **Chat/Task/Email** contact has been established by the agent choosing **Accept** in their CCP.
+ **Busy**: The agent is interacting with a **Voice/Task/Email** customer.
+ **Agent Disconnected**: When the agent doesn't choose **Accept** on the inbound voice contact in 20 seconds, or they choose **Reject**.
+ **Calling Customer**: The state before an outbound call is established.
+ **Contact Missed**: When the agent misses a chat or task contact.
+ **Missed Call Agent**: When an agent accepts a callback, but they end the call before ringing the customer has finished.
+ **Paused**: When a contact has been paused after being connected to an agent using the CCP or public API.
+ **Telecom issue**: When an outbound call is ended before the call is established. For example, there was an error with the agent's soft phone connection.
+ **On Hold**: When the agent pauses a contact.
**Note**
If a status appears in your report but is not listed on this page, it is a custom status created by your organization. Contact your Amazon Connect admin to learn the definition.
## Status changes
Starting March 09, 2026, the following statuses have been updated for the corresponding contact types.
+ Chat
+ **Joining Customer** → **Connecting**
+ **Busy** → **Connected**
+ Voice
+ **Connected** → **Call Connected**
Starting March 09, 2026, a new status has been added for the corresponding contact types.
+ Voice/Chat/Task/Email
+ **On Hold**
**Note**
Reports generated before March 09, 2026, will reflect the previous status values.
## When is the status Agent Disconnected, Contact Missed, or Rejected?
Following is a summary of when the **Status** column can be **Agent Disconnected**, **Contact Missed**, or **Rejected**:
+ Voice contact
+ When anyone misses a voice contact, the status in the agent audit is **Agent Disconnected**.
+ When anyone rejects a voice contact, the status in the agent audit is **Agent Disconnected**.
+ Chat contact
+ When anyone misses a chat contact, the status in the agent audit is **Contact Missed**.
+ When anyone rejects a chat contact, the status in the agent audit is **Contact Missed**.
+ Task contact
+ When anyone misses a task contact, the status in the agent audit is **Contact Missed**.
+ When anyone rejects a task contact, the status in the agent audit is **Rejected**.
+ Email contact
+ When anyone misses an email contact, the status in the agent audit is **Contact Missed**.
+ When anyone rejects an email contact, the status in the agent audit is **Rejected**.
## Permissions required to view agent activity audit reports
To view real-time metrics reports, you need to be assigned to a security profile that has either the **Access metrics - Access** permission or the **Real-time metrics - Access** permission. Note the following behavior when you assign these permissions:
+ When **Access metrics - Access** is selected, the **Real-time metrics**, **Historical metrics**, and **Agent activity audit** permissions are also automatically assigned.
+ When **Access metrics - Access** is assigned, you have access to all real-time and historical metrics reports.
![\[The Analytics and Optimization section of the security profiles permissions page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/permissions-create-and-share-reports.png)
If only **Agent activity audit - Access** is selected, you have access to only agent activity audit report and no other analytics pages or reports. The following image shows the **Analytics and Optimization** section, with only **Agent activity audit - Access** selected.
![\[The agent activity audit permission on the security profile permissions page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/permissions-create-and-share-reports-3.png)
# Agent activity audit tag-based access control in Amazon Connect
You can use resource tags and access control tags to apply granular access to users for the agent activity audit report. For example, you can control who has access to view agent status history for specific users in the report. The following images provide example views of the agent activity audit report with and without tag-based access controls:
**Without tag-based access controls, you see all agents:**
![\[Without tag-based access controls, you see all agents.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/agent-activity-audit-tag-based-access-control-before.png)
**By using tag-based access controls, you can see a limited set of agents:**
![\[By using tag-based access controls, you can see a limited set of agents.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/agent-activity-audit-tag-based-access-control-after.png)
Tag-based access controls enable you to configure granular access to specific resources based on assigned resource tags. You can configure tag based access controls by using the API/SDK or the Amazon Connect admin website (for supported resources). You must configure user resource tags and access control tags before tag-based access control is applied to users for the agent activity audit report. For more information, see [Add tags to resources in Amazon Connect](tagging.md) and [Apply tag-based access control in Amazon Connect](tag-based-access-control.md).
## How To Enable Tag-based Access Control for Agent Activity Audit Report
To use tags to control access to users for the agent activity audit report, you must first configure user resource tags and access control tags. After your resource tags and access control tags are configured, you need to apply the appropriate permissions.
After your resource tags, access control tags, and permissions have been appropriately configured, you will have access controls applied to users for the agent activity audit report.
For more information on tagging resources and tag-based access control in Amazon Connect, see [Add tags to resources in Amazon Connect](tagging.md) and [Apply tag-based access control in Amazon Connect](tag-based-access-control.md).
## Permissions
To view agent activity audit reports with tag-based access controls applied, you need to be assigned to a security profile that has Access selected for **Agent Activity Audit** or has Access selected for **Access metrics** permission, along with access to the user resource. Note that if you enable **Access metrics**, then **Real-time metrics**, **Historical Metrics**, and **Agent Activity Audit** will be filled in automatically, and you therefore will be enabling users to see all data for historical metrics for which tag-based access controls are not currently applied.
![\[The Analytics and Optimization section of the security profiles permissions page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/agent-activity-audit-tag-based-access-control-permissions-1.png)
![\[The Analytics and Optimization section of the security profiles permissions page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/agent-activity-audit-tag-based-access-control-permissions-2.png)
![\[The Analytics and Optimization section of the security profiles permissions page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/agent-activity-audit-tag-based-access-control-permissions-3.png)