# Custom metric primitives
Metric primitives are used for creating custom metrics, which are personalized measurements that offer more flexibility than the standard out-of-the-box metrics. Metric primitives utilize metric-level filters to make them more customizable and adaptable to business needs. These metrics can be used with different statistics (such as SUM, AVG, MIN, MAX) and can be combined using arithmetic operations to devise more comprehensive measurements. The metric primitives are broadly categorized into two categories :
+ **Contact**: Helps gain insights into customer interactions and tasks
+ **Agent**: Helps gain insights into agent performance
## After contact work time
The total time that an agent spent doing After Contact Work (ACW) for a contact. In some businesses, this is also known as Call Wrap Up time.
You specify the amount of time an agent has to do ACW in their [agent’s configuration settings](https://docs.aws.amazon.com/connect/latest/adminguide/configure-agents.html). When a conversation with a contact ends, the agent is automatically allocated to do ACW for the contact. ACW ends for a contact when the agent changes to an alternate state such as available or the configured timeout is reached.
**Metric Primitive Name:** `After contact work time`
**Metric Primitive Category**: Contact
**Supported Statistics:** SUM, AVG, MIN, and MAX
## Agent Active Time
This metric provides the time an agent spends on a customer interaction, including Agent interaction time, Customer hold time, and After Contact Work (ACW) time. Active Time includes time spent handling contacts while in a custom status.
Custom status = the agent's CCP status other than **Available** or **Offline**. For example, Training would be a custom status.
**Metric Primitive Name:** `Agent active time`
**Metric Primitive Category:** Contact
**Supported Statistics:** SUM, AVG, MIN, and MAX
## Agent Interaction Time
The time that agents spent interacting with a customer during a contact. This does not include After Contact Work Time, Customer Hold Time, Custom status time, or agent pause duration (which applies only to tasks).
**Metric Primitive Name:** `Agent interaction time`
**Metric Primitive Category: **Contact
**Supported Statistics:** SUM, AVG, MIN, and MAX
## Contact Hold Time
This metric measures the total time that customers spent on hold after being connected to an agent. This includes time spent on a hold when being transferred, but does not include time spent in a queue.
**Metric Primitive Name:** `Contact hold time`
**Metric Primitive Category: ** Contact
**Supported Statistics: **SUM, AVG, MIN, and MAX
## Agent Pause Time
This metric measures the total time an agent kept a task in a paused state after the task was connected to them. It applies only to `TASK` channel contacts, including both inbound and outbound tasks.
**Metric Primitive Name:** `Agent pause time`
**Metric Primitive Category: **Contact
**Supported Statistics:** SUM, AVG, MIN, and MAX
## Contact Duration
This metric measures the time a contact spends from the contact initiation timestamp to disconnect timestamp.
**Metric Primitive Name:** `Contact duration`
**Metric Primitive Category:** Contact
**Supported Statistics:** SUM, AVG, MIN, and MAX
## Contact Queue Time
The total time that a contact waited in a queue before being answered by an agent. Also known as queue wait time.
**Metric Primitive Name:** `Contact queue time`
**Metric Primitive Category:** Contact
**Supported Statistics:** SUM, AVG, MIN, and MAX
## Contacts Abandoned
This metric counts the number of contacts that were disconnected by the customer while waiting in the queue. Inbound contacts which disconnect because they requested a callback are not counted as abandoned.
**Metric Primitive Name:** `Contacts abandoned`
**Metric Primitive Category:** Contact
**Supported Statistics:** SUM
## Contacts Created
The number of contacts created during the specified time range. This includes all inbound and outbound contacts regardless of how they were initiated.
**Metric Primitive Name:** `Contacts created`
**Metric Primitive Category: **Contact
**Supported Statistics:** SUM
## Contacts Handled
This metric counts the contacts that were connected to an agent during a given time period. It doesn't matter how the contact got to the agent.
**Metric Primitive Name:** `Contacts handled`
**Metric Primitive Category: **Contact
**Supported Statistics:** SUM
## Contacts Hold Abandons
This metric counts the contacts that disconnected while the customer was on hold. This includes both contacts disconnected by the agent and contacts disconnected by the customer.
**Metric Primitive Name:** `Contacts hold disconnect`
**Metric Primitive Category: **Contact
**Supported Statistics: **SUM
## Contacts Put On Hold
The number of contacts put on hold by an agent at least once. If a contact is put on hold multiple times, it is counted only once.
**Metric Primitive Name:** `Contacts put on hold`
**Metric Primitive Category:** Contact
**Supported Statistics:** SUM
## Contacts Queued
The number of contacts added to a queue during the specified time range. This includes contacts whether they were handled, abandoned, or are still in the queue.
**Metric Primitive Name:** `Contacts queued`
**Metric Primitive Category: **Contact
**Supported Statistics: **SUM
## Contacts Transferred Out
The number of contacts transferred out from queue to queue, and transferred out by an agent using the CCP.
**Metric Primitive Name:** `Contacts transferred out`
**Metric Primitive Category: **Contact
**Supported Statistics: **SUM
## Contact Handle Time
This metric measures the total time, from start to finish, that a contact is connected with an agent (handle time). It includes talk time, customerHoldDuration, after contact work (ACW) time, and agent pause duration (which applies only to tasks). It applies to both inbound and outbound contacts.
**Metric Primitive Name:** `Contact handle time`
**Metric Primitive Category: **Contact
**Supported Statistics: **SUM
## Contact Holds
The number of times voice contacts were put on hold while interacting with an agent. Provides insights into how often agents need to put customers on hold during interactions.
**Metric Primitive Name:** `Contact holds`
**Metric Primitive Category: **Contact
**Supported Statistics:** SUM, AVG, MIN, and MAX
## Contact Resolution Time
The total time from when a contact enters the system until it is resolved. This includes queue time, interaction time, hold time, and after contact work time.
**Metric Primitive Name:** `Contact resolution time`
**Metric Primitive Category:** Contact
**Supported Statistics: **SUM, AVG, MIN, and MAX
## Contact Flow Duration
This metric measures the total time a contact spent in a flow. It's the IVR time, the time from the start until contact is queued, transferred, or disconnected—whichever occurred first. Outbound contacts don't start in a flow, so outbound contacts aren't included.
**Metric Primitive Name:** `Contact flow duration`
**Metric Primitive Category:** Contact
**Supported Statistics: **SUM, AVG, MIN, and MAX
## Agent Greeting Time
The first response time of agents on chat, indicating how quickly they engage with customers after joining the chat.
**Note**
This metric is available only for contacts analyzed by Contact Lens conversational analytics, please refer to the following metric for more clarity: [Average agent greeting time](https://docs.aws.amazon.com/connect/latest/adminguide/contact-lens-metrics.html#average-greeting-time-agent-hmetric)
**Metric Primitive Name:** `Agent greeting time`
**Metric Primitive Category:** Contact
**Supported Statistics:** SUM, AVG, MIN, and MAX
## Agent Interruption Time
The total agent interruption time while talking to a contact.
**Note**
This metric is available only for contacts analyzed by Contact Lens conversational analytics, please refer to the following metric for more clarity: [Average agent interruptions time](https://docs.aws.amazon.com/connect/latest/adminguide/contact-lens-metrics.html#average-interruption-time-agent-hmetric)
**Metric Primitive Name:** `Agent interruption time`
**Metric Primitive Category:** Contact
**Supported Statistics: **SUM, AVG, MIN, and MAX
## Agent Interruptions
Quantifies the frequency of agent interruptions during customer interactions.
**Note**
This metric is available only for contacts analyzed by Contact Lens conversational analytics, please refer to the following metric for more clarity: [Average agent interruptions](https://docs.aws.amazon.com/connect/latest/adminguide/contact-lens-metrics.html#average-interruptions-agent-hmetric)
**Metric Primitive Name:** `Agent interruptions`
**Metric Primitive Category:** Contact
**Supported Statistics: **SUM, AVG, MIN, and MAX
## Talk Time Agent
The time that was spent talking in a conversation by an agent.
**Note**
This metric is available only for contacts analyzed by Contact Lens conversational analytics, please refer to the following metric for more clarity: [Average agent talk time](https://docs.aws.amazon.com/connect/latest/adminguide/contact-lens-metrics.html#average-talk-time-agent-hmetric)
**Metric Primitive Name: ** `Agent talk time`
**Metric Primitive Category: ** Contact
**Supported Statistics: **SUM, AVG, MIN, and MAX
## Talk Time Customer
The time that was spent talking in a conversation by a customer.
**Note**
This metric is available only for contacts analyzed by Contact Lens conversational analytics, please refer to the following metric for more clarity: [Average customer talk time](https://docs.aws.amazon.com/connect/latest/adminguide/contact-lens-metrics.html#average-talk-time-customer-hmetric)
Note:
**Metric Primitive Name:** `Customer talk time`
**Metric Primitive Category: ** Contact
**Supported Statistics: **SUM, AVG, MIN, and MAX
## Non-Talk Time
This metric provides the 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.
**Note**
This metric is available only for contacts analyzed by Contact Lens conversational analytics, please refer to the following metric for more clarity: [Average non-talk time](https://docs.aws.amazon.com/connect/latest/adminguide/contact-lens-metrics.html#average-non-talk-time-hmetric)
**Metric Primitive Name:** `Non-talk time`
**Metric Primitive Category:** Contact
**Supported Statistics:** SUM, AVG, MIN, and MAX
## Talk Time
The time that was spent talking during a voice contact across either the customer or the agent.
**Note**
This metric is available only for contacts analyzed by Contact Lens conversational analytics, please refer to the following metric for more clarity: [Average talk time](https://docs.aws.amazon.com/connect/latest/adminguide/contact-lens-metrics.html#average-talk-time-hmetric)
**Metric Primitive Name:** `Talk time`
**Metric Primitive Category:** Contact
**Supported Statistics:** SUM, AVG, MIN, and MAX
## Conversation Duration
The conversation duration of voice contacts with agents. Calculated by the total time from the start of the conversation until the last word spoken by either the agent or the customer.
**Note**
This metric is available only for contacts analyzed by Contact Lens conversational analytics, please refer to the following metric for more clarity: [Average conversation duration](https://docs.aws.amazon.com/connect/latest/adminguide/contact-lens-metric..html#average-conversation-duration-hmetric)
**Metric Primitive Name:** `Conversation duration`
**Metric Primitive Category:**Contact
**Supported Statistics:** SUM, AVG, MIN, and MAX
## Contacts Routed
This metric counts the number of contacts routed to an agent.
**Metric Primitive Name:** `Contacts routed`
**Metric Primitive Category:** Agent
**Supported Statistics:** SUM
## Agent Contacts Missed
This metric counts the contacts routed to an agent but not answered by that agent, including contacts abandoned by the customer.
If a contact is not answered by a given agent, Amazon Connect attempts to route it to another agent to handle; the contact is not dropped. Because a single contact can be missed multiple times (including by the same agent), it can be counted multiple times: once for each time it is routed to an agent but not answered.
**Metric Primitive Name:** `Agent contacts missed`
**Metric Primitive Category:** Agent
**Supported Statistics:** SUM
## Agent Idle Time
This metric measures the amount of time agent wasn’t handling contacts \$1 any time their contacts were in an Error state, after the agent sets their status in the CCP to Available.
Agent idle time includes the amount of time from when Amazon Connect starts routing the contact to the agent to when the agent picks up or declines the contact. After an agent accepts the contact, the agent is no longer considered idle. This metric can't be grouped or filtered by queue, phone number, or channels.
**Metric Primitive Name:** `Agent idle time`
**Metric Primitive Category:** Agent
**Supported Statistics:** SUM
## Agent Contact Time
This is a measure of the total time that an agent spent on a contact, including Customer Hold Time and After Contact Work Time. This does not include time spent on a contact while in a custom status or Offline status. (Custom status = the agent's CCP status is other than Available or Offline. For example, Training would be a custom status.)
This metric can't be grouped or filtered by queue, phone number, or channels.
**Metric Primitive Name:** `Agent on contact time`
**Metric Primitive Category:** Agent
**Supported Statistics:** SUM
## Agent Online Time
This is a measures the total time that an agent spent with their CCP set to a status other than **Offline**. This includes any time spent in a custom status. This metric can't be grouped or filtered by queue, phone number, or channels.
**Metric Primitive Name:** `Agent online time`
**Metric Primitive Category:** Agent
**Supported Statistics:** SUM
## Agent Error Status Time
This is the measure of the total time contacts were in an error status. This metric can't be grouped or filtered by queue, phone number, or channels.
**Metric Primitive Name:** `Agent error status time`
**Metric Primitive Category:** Agent
**Supported Statistics:** SUM
## Agent Non-Productive Time
This measures the total time that agents spent in a custom status. That is, their CCP status is other than **Available** or **Offline**. This metric doesn't mean that the agent was spending their time unproductively. This metric can't be grouped or filtered by queue, phone number, or channels.
**Metric Primitive Name:** `Agent online time - non-productive`
**Metric Primitive Category:** Agent
**Supported Statistics:** SUM
## Current Contacts In Queue
This metric counts the contacts currently in the queue. This metric helps organizations monitor queue load and make staffing decisions.
**Metric Primitive Name:** `Contacts in queue`
**Metric Primitive Category:** Current Contact
**Supported Statistics:** SUM
## Current Contact Queue Time
The metric helps measures the length of time in the queue for the contact that has been in the queue the longest.
**Metric Primitive Name:** `Contact queue time`
**Metric Primitive Category:** Current Contact
**Supported Statistics:** MAX
## Current Contacts Scheduled
This metric counts the number of scheduled callbacks, which will enter a queue in a future time. For more information please refer to the:
+ [Set up queued callback by creating flows, queues, and routing profiles](https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html) in Amazon Connect Administrator Guide
+ [How Initial delay affects Scheduled and In queue metrics](https://docs.aws.amazon.com/connect/latest/adminguide/scheduled-vs-inqueue.html) in Amazon Connect Administrator Guide
**Metric Primitive Name:** `Contacts Scheduled`
**Metric Primitive Category:** Current Contact
**Supported Statistics:** SUM
## Current Slots Available
This metric measures how many more contact can be handled by agents. See also [agent concurrency](https://docs.aws.amazon.com/connect/latest/adminguide/channels-and-concurrency.html).
**Metric Primitive Name:** `Contact availability`
**Metric Primitive Category:** Current Agent
**Supported Statistics:** SUM
## Current Slots Active
This metric measures the total number of contacts being handled by agents. See also [agent concurrency](https://docs.aws.amazon.com/connect/latest/adminguide/channels-and-concurrency.html).
**Metric Primitive Name:** `Contacts active`
**Metric Primitive Category:** Current Agent
**Supported Statistics:** SUM
## Current Agents Online
This metric counts the number of agents who are currently online in the contact center. An agent is considered online when their status in the CCP is set to any status other than Offline.
**Metric Primitive Name:** `Agents online`
**Metric Primitive Category:** Current Agent
**Supported Statistics:** SUM
## Metric level filters supported per metric primitive category
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/metric-primitive-definitions.html)
## Groupings supported per metric primitive category
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/metric-primitive-definitions.html)
## Supported top-level metric filters per metric primitive category
[\[See the AWS documentation website for more details\]](http://docs.aws.amazon.com/connect/latest/adminguide/metric-primitive-definitions.html)
## Guidelines for Metric Primitive creation and usage with out-of-the-box metrics
### Creating Custom Metric from Primitives
**Each metric primitive can use the same metric-level filter only once **
Each metric primitive can only use a specific filter attribute once. If you apply the same filter attribute again (even with a different value), it will overwrite your previous condition.
**Metric primitives must be from the same category**
Metric primitives are organized into categories based on what they measure (e.g., Contact metrics, Agent metrics, Queue metrics). You can only combine primitives within the same category in a single custom metric. When selecting a metric primitive, you'll see its category in the dropdown. If a metric appears disabled (grayed out), hover over it to see the why, it must be from a different category than your first selection.
+ (e.g., Contact metrics, Agent metrics, Queue metrics). You can only combine primitives within the same category in a single custom metric. When selecting a metric primitive, you'll see its category in the dropdown. If a metric appears disabled (grayed out), hover over it to see why—typically because it's from a different category than your first selection.
+ When selecting a metric primitive, you'll see its category in the dropdown. If a metric appears disabled (grayed out), hover over it to see why—typically because it's from a different category than your first selection.
**Arithmetic operations on metric primitives require consistent filters**
When performing arithmetic operations (\$1, -, \$1, /) on multiple metric primitives within a single statistic, all primitives must use the same filter attribute.
Important: The filter values can differ; only the filter attribute must match.
Example: if the custom metric definition is of the form, SUM(Metric-1 \$1 Metric-2), here the Metric-1 and Metric-2 must utilize consistent filters
**Arithmetic operations on statistics operations support metric primitive with different filters**
When performing arithmetic operations (\$1, -, \$1, /) on multiple statistics operations, you can combine metric primitive groups having different filters.
Example:
+ Metric-1: a metric primitive from Contact category using Queue Time as a filter
+ Metric-2: a metric primitive from Contact category using Contact Handle Time as a filter
+ Valid custom metric definition: SUM(Metric-1) \$1 SUM(Metric-2)
**Metrics only support specific statistics**
Not every metric primitive supports all statistic operations (SUM, AVG, MIN, MAX). Using an unsupported statistic will cause an error.
Some metrics are only meaningful with certain calculations:
+ **Count-based metrics** (e.g., Contacts Created): supports SUM, as AVG does not make sense
+ **Duration metrics** (e.g., Contact Handle Time): support AVG, SUM, MIN, MAX
**A custom metric must have 1 to 5 components**
A component is each individual metric primitive you add to your custom metric definition. If you're combining three different metrics, that's three components.
+ **Minimum**: 1 component (you must have at least one metric)
+ **Maximum**: 5 components per custom metric
Please note: a custom metric utilizing a metric of **Current Contact** category can support at most 1 component.
**A statistic operation can support at most contain 10 elements (either components or constants)**
Each statistic operation (SUM, AVG, etc.) can contain a maximum of 10 elements.
**What Counts as an Element?**
Both of these count toward the 10-element limit:
+ **Component identifiers** (e.g., Metric\$11, Metric\$12)
+ **Constants/numbers** (e.g., 100, 0.5)
### Guidelines for using custom metrics with out-of-the-box metrics
A custom metric can only be added to a dashboard widget if the metric's underlying primitives support ALL filters and groupings applied to that widget.
Common Scenario: You create a custom metric using "Agent Idle Time" primitive, which does NOT support "Channel" as a filter or grouping dimension.
Result: You cannot add this custom metric to any widget that:
+ Filters by Channel, OR
+ Groups data by Channel
Refer to the Metric Primitive definition section for supported filters and groupings of metric primitives.