# Real-time metrics reports in Amazon Connect
Real-time metrics reports show real-time or near-real time metrics information about activity in your contact center. Metrics such as **Online** show the number of agents currently online in real-time, updating every 15 seconds. Metrics such as **Handled** and **Abandoned** reflect near real-time values for your contact center.
You can customize the reports, specify a time range for each report, select metrics for each report, and select filters for data to include or exclude from each report.
You can also use the [Amazon Connect Service APIs](https://docs.aws.amazon.com/connect/latest/APIReference/welcome.html) to create custom reports, such as real-time reports that are filtered by teams of agents.
**Topics**
+ [Real-time metrics tag-based access control](rtm-tag-based-access-control.md)
+ [How often real-time metrics refresh in Amazon Connect](rtm-refresh.md)
+ [Create alerts on real-time metrics](rule-real-time-metrics.md)
+ [Use one-click drill-downs](one-click-drill-downs.md)
+ [Visualize: Queue dashboard](visualize-queue-dashboard.md)
+ [View contacts in queue](view-contacts-in-queue.md)
+ [Create a real-time metrics report](create-real-time-report.md)
+ [Troubleshoot no metrics or too few rows in a report](troubleshoot-rtm.md)
+ [List queues by routing profile](queues-by-routing-profile.md)
+ [List agents by routing profile](agents-grouped-by-routing-profile.md)
+ [Sort agents by activity](rtm-sort-by-agent-activity.md)
+ [Download real-time metrics](download-real-time-metrics-report.md)
# Real-time metrics tag-based access control in Amazon Connect
You can use resource tags and access control tags to apply granular access to users, queues, and routing profiles for real-time metrics. For example, you can control who has access to view specific users, queues, and routing profiles on the **Real-time metrics** page.
You can configure tag-based access controls by using the Amazon Connect admin website or the [TagResource](https://docs.aws.amazon.com/connect/latest/APIReference/API_TagResource.html) API.
**Topics**
+ [Important things to know](#rtm-tag-based-access-control-limitations)
+ [How to enable tag-based access control](#rtm-tag-based-access-control-how-to-enable)
+ [How to view hundreds of agents, queues, and routing profiles on the real-time metrics report](#view-tag-based-agents)
+ [How to transition to tag-based access control](#rtm-tag-based-access-control-transitioning)
+ [Required security profile permissions](#rtm-tag-based-access-control-permissions)
+ [Example report with tag-based access controls applied](#example-tag-based-results)
## Important things to know
+ Amazon Connect can display up to 500 resources at a time on a real-time metrics table. For example, in an Agents table it can display up to 500 agents at a time. In a Queues table it can display up to 500 queues, and so on.
+ Very often fewer than 500 agents will appear on a real-time metrics table at any given time when tagging is enabled. Here's why:
+ Amazon Connect can return a maximum of 500 agents at a time.
+ When tagging is enabled, Amazon Connect selects the first 500 agents who have the appropriate tags, and then displays only those agents in that group of 500 **who are active** (Online or On Contact). Because not all of the 500 tagged agents may be active, it is very likely fewer than 500 tagged agents will be displayed in the table.
+ For example, you have 1000 tagged agents. In the first group of 500 tagged agents only 50 are online. Amazon Connect selects the first 500 tagged agents but displays only 50 because they are currently active. It does not select the first 500 active agents.
+ For instructions that explain how to view the status of hundreds of agents when tagging is enabled, see [How to view hundreds of agents, queues, and routing profiles on the real-time metrics report](#view-tag-based-agents).
+ You can filter and group tables only by the primary resource (agent, queue, or routing profile). You cannot filter and group tables by non-primary resources. For example, you cannot filter by queue in an Agent table and you cannot group by queue in a Routing profile table.
+ The drill-down button is disabled within tables except for **View queue graphs**. For example, you cannot choose **View agents** in a Queue table.
+ Access to view **Agent Queues** is disabled.
+ The **Agent Adherence** table is not supported.
## How to enable tag-based access control for real-time metrics
1. Apply resource tags, for example, to agents, queues, and routing profiles. For a list of which resources support tagging, see [Add tags to resources in Amazon Connect](tagging.md).
1. Apply access control tags. In this step, you need to provide tag information in the condition element of an IAM policy. For more information, see [Apply tag-based access control in Amazon Connect](tag-based-access-control.md).
**Note**
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.
1. Assign the required security profile permissions to users who are going to view the real-time metrics reports with tagging enabled. They need permissions to access the reports, and permissions to access the resources. For more information, see [Required security profile permissions](#rtm-tag-based-access-control-permissions).
## How to view hundreds of agents, queues, and routing profiles on the real-time metrics report
Amazon Connect displays up to 500 resources at a time on the real-time metrics report. For agents in particular when tags are applied it's very likely that fewer than 500 agents will be displayed. We recommend the following workaround to view the status of hundreds of agents, queues, and routing profiles when tags are applied.
1. Add one table for each group of 500 resources. For example, you have 2500 agents. You would create 5 Agent tables.
1. For each table, manually filter to add up to 500 resources. For example, to add agents to the first table, you would choose to filter by **Agents**, and then choose 500 agents to include in the table, as shown in the following image. In table 2, add the next group of 500 agents, and so on.
![\[The table filters page, set to filter by agent.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/filterbyagent.png)
1. You will be able to view the data for all 2500 resources across the 5 tables. When tags are applied to agents, each table will likely display fewer than 500 agents because not all of them may be active at the same time.
## How to transition to tag-based access control
If you open a saved report that contains 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.
## Required security profile permissions
To view real-time metrics reports that have tag-based access controls applied to them, you need to be assigned to a security profile that has permissions to:
+ [Access metrics](#tag-access-permissions).
+ [Access the resources you want to view](#tag-access-resources), such as routing profiles, queues, and agents.
### Permissions to access metrics
You need one of the following **Analytics and Optimization** security profile permissions:
+ **Access metrics - Access**
+ **Real-time metrics - Access**, as shown in the following image of the **Analytics and Optimization** section of the security profiles page.
![\[The Real-time metrics - Access permission on the security profiles page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/rtm-tag-based-access-control-perm.png)
When you enable **Access metrics - Access**, permissions are also automatically granted to **Real-time metrics **, ** Historical metrics**, and **Agent activity audit**. The following image shows all of these permissions granted.
**Note**
When users have all of these permissions, they can see all data for historical metrics for which tag-based access controls are not currently applied.
![\[The Access metrics - Access permission on the security profiles page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/rtm-tag-based-access-control-perm-2.png)
### Permissions to access resources
The following image shows an example of security profile permissions that grant users the ability to view routing profiles, queues, and Amazon Connect user accounts. **Routing profiles - View**, **Queues - View**, and **Users - View** are selected.
![\[The routing section and users and permissions section of the security profiles page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/rtm-tag-based-access-control-perm-3.png)
## Example report with tag-based access controls applied
Without tag-based access controls, all queues, routing profiles, and agents appear on the **Real-time metrics** page, as shown in the following image.
![\[The real-time metrics page showing all resources.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/tag-based-access-control-metrics-without.png)
With tag-based access controls, a limited set of queues, routing profiles, and agents appear on the **Real-time metrics** page, as shown in the following image.
![\[The real-time metrics page showing a limited set of resources.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/tag-based-access-control-metrics-with.png)
# How often real-time metrics refresh in Amazon Connect
Data in real-time metrics reports is refreshed as follows:
+ The **Real-time metrics** page refreshes every 15 seconds, as long as the page is active. For example, if you have multiple tabs open in your browser and navigate to a different tab, the real-time metric page won't be updated until you return to it.
+ Metrics such as **Active** and **Availability** refresh as activity occurs, with a small system delay for processing the activity.
+ Agent near real-time metrics, such as **Missed** and **Occupancy**, refresh as activity occurs, with a small delay for processing.
+ Contact near real-time metrics refresh about a minute after a contact ends.
# Create alerts on real-time metrics in Amazon Connect
You can create rules that automatically send emails or tasks to managers based on the values of real-time metrics. This enables you to alert managers on contact center operations that could potentially impact the end-customer experience. For example, you can set up an alert that sends an email to a manager when one or more agents on their team have been on break for longer than 30 minutes.
**Topics**
+ [Step 1: Define rule conditions](#conditions-rtm)
+ [Step 2: Define rule actions](#rule-actions-rtm2)
## Step 1: Define rule conditions
1. On the navigation menu, choose **Analytics and optimization**, **Rules**.
1. Select **Create a rule**, **Real-time metrics**.
1. Under **When**, use the dropdown list to choose from the following event sources: **There is an update in queue metrics**, **There is in update in routing profile metrics**, ** There is an update in agent metrics**, and **There is an update in flow metrics**. These options are shown in the following image.
![\[The option When a real time metric is available.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/rtm-rule-condition.png)
1. Choose **Add condition**. The **Metrics** card is added automatically, as shown in the following image.
![\[The condition for when a real-time metric is updated.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/rtm-rule-condition-all.png)
**Note**
You can add up to 2 Metrics cards. This enables you to create a condition where one card evaluates real-time metrics and another evaluates trailing windows of time. For example, you may want an alert when several agents on are lunch break (Agent activity = Lunch break for 1 hour) and Average handle time is greater than 5 minutes.
You can add up to 10 metrics to each **Metrics** card.
Following are the available real-time metrics you can add, depending on the event source.
+ **There is an update in queue metrics - real-time**
+ [Contacts in queue](metrics-definitions.md#contacts-in-queue): Build rules that run when the number of contacts in a queue is a specified value.
+ [Oldest contact age](metrics-definitions.md#oldest-real-time): Build rules that run when the oldest contact in queue reaches a specified age.
+ [Agents available](metrics-definitions.md#available-real-time): Build rules that run when the number of agents available to handle contacts reaches a specified value.
The following image shows a condition that is met when **Contacts in queue** is greater than or equal to 400 AND **Oldest contact agent** is greater than or equal to 10 minutes AND **Agents available** is greater than or equal to 0, for the **Basic Routing Profile**.
![\[Multiple real time metrics in a condition.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/rtm-rule-condition-example.png)
To evaluate the condition with OR instead of AND, change the **Logic** setting to **Any**.
+ **There is an update in queue metrics - trailing windows of time**
Trailing windows of time is the past x minutes or hours.
+ [Average handle time](metrics-definitions.md#average-handle-time): Build rules that run when the average handle time reaches a specified duration.
+ [Average queue answer time](metrics-definitions.md#average-queue-answer-time): Build rules that run when the average queue answer time reaches a specified duration.
+ [Average agent interaction time](metrics-definitions.md#average-agent-interaction-time): Build rules that run when the average interaction time reaches a specified duration.
+ [Average customer hold time](metrics-definitions.md#average-customer-hold-time): Build rules that run when the average hold time reaches a specified duration. This metric does not apply to tasks so the value for them is always 0.
+ [Service level](metrics-definitions.md#service-level): Build rules that run when the service level reaches a specified percent.
+ **There is in update in routing profile metrics**
Trailing windows is not available for rules based on routing profiles.
+ [Agents available](metrics-definitions.md#available-real-time): Build rules that run when the number of agents available to take inbound contacts reaches a specified value.
+ **There is an update in agent metrics - real-time**
+ [Agent activity](metrics-definitions.md#agent-activity-state-real-time): Build rules that run when the agent activity equals a certain value such as Available, Incoming, On contact, and more.
+ ** There is an update in agent metrics - trailing windows**
+ [Average handle time](metrics-definitions.md#average-handle-time): Build rules that run when the Average handle time historical metric reaches a specified duration.
+ [Agent occupancy](metrics-definitions.md#occupancy): Build rules that run when the Occupancy historical metric reaches a specified percent.
+ **There is an update in flow metrics - trailing windows of time**
+ [Flows started](metrics-definitions.md#flows-started): Build rules that run when the flow started count reaches a specified value.
+ [Flows outcome](metrics-definitions.md#flows-outcome): Build rules that run when the flow outcome count reaches a specified value for selected flow outcomes.
+ [Flows outcome percentage](metrics-definitions.md#flows-outcome-percentage): Build rules that run when the flow outcome percentage value reaches a specified percent for selected flow outcomes.
+ [Average flow time](metrics-definitions.md#average-flow-time): Build rules that run when the average flow duration reaches a specified duration for selected flow outcomes.
+ [Maximum flow time](metrics-definitions.md#maximum-flow-time): Build rules that run when the maximum flow duration reaches a specified duration for selected flow outcomes.
+ [Minimum flow time](metrics-definitions.md#minimum-flow-time): Build rules that run when the minimum flow duration reaches a specified duration for selected flow outcomes.
1. Choose **Next**.
## Step 2: Define rule actions
1. Choose **Add action**. You can choose the following actions:
+ [Create Task](contact-lens-rules-create-task.md)
+ [Send email notification](contact-lens-rules-email.md)
+ [Generate an EventBridge event](contact-lens-rules-eventbridge-event.md): Use **Metrics Rules Matched** for the detail type.
![\[The add action dropdown menu, a list of actions.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/contact-lens-add-action-no-wisdom.png)
**Note**
You can type @ to include the list of **agents, queues, flows or routing profile** that breached the metrics threshold within the **email** and **task** notifications. This list is automatically included within **resources** in EventBridge notifications.
![\[The task action with variable injection.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/rules-rtm-task-action.png)
1. Choose **Next**.
1. Review and make any edits, then choose **Save**.
# Use pre-filtered tables for Routing profiles and Queues tables in Amazon Connect
In real-time metrics reports, for **Routing profiles** and **Queues** tables, you can open pre-filtered tables that display the associated queues, routing profiles, or agents. These one-click filters provide a way for you to drill into the performance data.
## Example 1: Queues table -> Routing profiles table -> Agents table
For example, at a **Queues** table, choose the dropdown and then choose **View routing profiles**, as shown in the following image.
![\[The real-time metrics report, queues table, dropdown, view routing profiles option.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/rtm-quick-filter-queue-table.png)
Below the **Queues** table, a **Routing profiles** table appears, as shown in the following image. It is filtered to display only the routing profiles associated with the queue. On the **Routing profiles** table, you can choose quick filters to display queues or agents *only associated with that routing profile*.
![\[The queues table with a box around queue name A, the routing profiles table for queue name A.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/rtm-quick-filter-routing-profiles.png)
## Example 2: Queues table -> Agents table
At the **Queues** table, choose **View agents**. Below the **Queues** table, an **Agents** table appears. It is filtered to display all the agents working that queue, as shown in the following image. The agents may be associated with different routing profiles.
![\[The queues table, view agents option, the agents table.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/rtm-quick-filter-queues-agents.png)
## Example 3: Queues table -> Steps table
At the **Queues** table, choose **View Steps**. Below the **Queues** table, a **Steps** table appears. It is filtered to display all the routing steps that are being used on active contacts in that queue, as shown in the following image.
![\[The queues table, view steps option, the steps table.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/one-click-drill-downs-example3.png)
# Visualize historical queue data in Amazon Connect
You can visualize historical queue data using time series graphs to help identify patterns, trends, and outliers such as Service Level, Contacts Queued, and Average Handle Time.
**To view queue data**
1. On the **Real-time Metrics** page, display the Queues table.
1. Select **View queue graphs** from the dropdown menu. The following image shows the dropdown menu for a queue named **test queue**.
![\[The view queue graphs option in the test queue dropdown menu.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/hmr-queue-dashboard-ui.png)
1. After you select **View queue graphs**, you are directed to the queue visualization dashboard.
1. The Queue dashboard automatically refreshes every 15 minutes. You can:
+ Configure a time range of up to 24 hours.
+ Select the channel of your choice.
+ Customize the service level thresholds.
The following image shows an example Queue dashboard. It displays a graph of service level data for the queue. **Time range** is set to **Previous 24 hours to future 24 hours**. **Channel** is set to **All channels**. **Service level** is set to **60 seconds**.
![\[An example Queue dashboard, a graph of data.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/hmr-queue-dashboard-exp.png)
# View the number of contacts waiting in an Amazon Connect contact center queue
**To view the number of contacts waiting in a queue for an agent**
1. Log in to the Amazon Connect admin website at https://*instance name*.my.connect.aws/. Use an **Admin** account, or an account assigned to a security profile that has **Real-time metrics** - **Access metrics** permissions.
1. In Amazon Connect, on the left navigation menu, choose **Analytics and Optimization**, **Real-time metrics**, and then choose **Queues**.
1. In the **Queues** table, check the **In queue** column.
The **In queue** value shows the total number of customers who are waiting for an agent, including those who have requested a callback.
![\[The In queue column in the Queues table.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/rtm-waiting-in-queue.png)
# View how many contacts are in a contact center agent's queue
To see how many contacts are in an agent's personal queue, add an **Agent queues** table to your **Real-time metrics**, **Queues** report. Then view these two metrics:
+ **In Queue**—how many contacts are in an agent's personal queue.
+ **Queued**—the number of contacts added to their personal queue during the specified time range.
Use the following procedure.
1. Go to **Analytics and optimization**, **Real-time metrics**, **Queues.**
1. Choose **New table**, **Agent queues** as shown in the following image.
![\[The Agent queues option in the New table dropdown list.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/rtm-agent-queues.png)
The **In queue** column displays how many contacts are in the agent's queue.
1. Review the metrics in then **In queue** and **Queue** columns.
**Tip**
An agent is included in the **Agent queues** table only if they are online or there is at least one contact in the their queue.
## Add In Queue and Queue to the Agent queue table
If **In queue** or **Queue** don't appear in your **Agent queue** table, use the following steps to add them.
1. On the **Agent queues** table, choose **Settings**, as shown in the following image.
![\[The Agent queues table, the settings icon.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/agent-settings2.png)
1. Choose the **Metrics** tab.
1. Scroll to the **Performance** section and choose **In queue** and **Queued**, and then **Apply**, as shown in the following table.
![\[Queued and In queue options on the table settings page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/rtm-metrics-in-queue.png)
The changes appear in your table immediately.
1. Choose **Save** to add this report to your list of Saved reports.
# View contacts in a contact center queue waiting for a callback
To see only the number of customers who are waiting for a call back, you need to create a queue that only takes callback contacts. To learn how to do this, see [Set up routing in Amazon Connect](connect-queues.md).
Currently there isn't a way to see the phone numbers of the contacts waiting for callbacks.
# Create a real-time metrics report for your contact center
You can create a real-time metrics report to view real-time or near-real time metrics data for activity in your contact center. You must have permission to access metric data. The **CallCenterManager** and **QualityAnalyst** security profiles include this permission. For more information, see [Security profiles for Amazon Connect and Contact Control Panel (CCP) access](connect-security-profiles.md).
**To create a real-time metrics report**
1. Log in to the Amazon Connect admin website at https://*instance name*.my.connect.aws/.
1. Choose **Analytics and optimization**, **Real-time metrics**.
1. Choose one of the following report types. They group and order the data in different ways and include different metrics by default.
+ **Queues**
+ **Agents**
+ **Routing profiles**
1. To add another report to the page, choose **New table** and then choose a report type. You can add multiple reports of the same report type.
There's no limit to the number of tables you can add, but you might start experiencing performance issues if you add a lot of them.
1. To customize a report, choose the gear icon from its table.
1. On the **Time Range** tab, do the following:
1. For **Trailing windows for time**, select the time range, in hours, for the data to include in the report.
1. (Optional) If you select **Midnight to now**, the time range is from midnight to the current time, based on the **Time Zone** that you select. If you select a time zone other than the one you are currently in, the time range starts at midnight for the calendar day in that time zone, not your current time zone.
1. (Optional) On the **Filters** tab, specify filters to scope the data to be included in the report. The available filters depend on the report type. The following are the possible filters:
+ **Queues**—Includes data only for the queues that you select from **Include**.
+ **Routing profiles**—Includes data only for the routing profiles that you select from **Include**.
+ **Agents**—Includes data only for the agents that you select from **Include**.
+ **Agent Hierarchies**—Includes data only for the agent hierarchies that you select from **Include**.
+ **Channel**—Available for Queues and Routing Profile report type. Includes data only for Channels you select.
1. On the **Metrics** tab, choose the metrics and fields to include in the report. The available metrics and fields depend on the report type and filters that you select. For more information, see [Metric definitions in Amazon Connect](metrics-definitions.md).
1. When you are finished customizing the report, choose **Apply**.
1. (Optional) To save your report for future reference, choose **Save**, provide a name for the report, and then choose **Save**.
To view your saved real-time metrics reports, choose **Analytics and optimization**, **Dashboards and reports**, and then choose the **Real-time metrics** tab.
# Troubleshoot no metrics or too few rows in a queues report in Amazon Connect
It's possible to run a manually configured queues report and have no metrics returned, or fewer rows than expected.
This is because a queues report only includes data for a maximum of 500 queues, using one row per queue. If a queue doesn't have any activity\$1 during the time range for the report, it's excluded from the report rather than included with null values. This means that if you create a report, and there is no activity for any of the queues included in the report, your report will not include any data.
This applies to the `GetCurrentMetricsData` API as well. This means that if a queue is not considered active, if you query for its metrics using the API you won't get any data.
**Tip**
\$1Here's how we define whether a queue is active: there's at least one contact in queue or there's at least one online agent for that queue. Otherwise, it's considered inactive.
Real-time metrics reports do not include agents who have been inactive for approximately the past 5 minutes. For example, after the agent changes their CCP status to **Offline**, their username continues to appear in the Real-time metrics report for another approximately 5 minutes. At the 5 minute point, the agent no longer appears in the report.
In the following situations, you could end up with no metrics or fewer rows than expected:
1. You're attempting to run a report with no filters or groupings, and have more than 500 queues in your instance. The report pulls metrics for the first 500 queues, and then displays only those that are active.
1. You're attempting to run a report with filters and groupings, but it still has more than 500 queues matching that criteria. To process this request, Amazon Connect applies all the specified filters and groupings. This pulls the first 500 queues matching that criteria. Then out of those queues, it displays only the active ones.
For example, let's say you have 600 queues in your instance. Of these, 200 match your criteria; 100 are active and by coincidence all happen to be Queues \$1500-\$1600. When you run the report, you'd get just 1 row (Queue \$1500) since the other 499 queues that were returned (Queues \$11-\$1499) were considered inactive and were not displayed.
1. You're running a report with fewer than 500 queues. While you may expect to see metrics for all filtered queues, only active queues are shown on the real-time metrics report page. Try changing the settings for the report, such as changing the time range.
1. If you as a user don't have any tags assigned to you (in other words, you have access to every queue in your Amazon Connect instance), then the metrics page randomly selects 100 queues from your Amazon Connect instance and any filters/groupings are applied to those 100 queues only. The same applies for other resources that can be tagged. This is done to limit the amount of data so dashboard performance is optimized.
# List queues grouped by routing profile in Amazon Connect
This topic explains how to display a list of queues organized by routing profile in your Amazon Connect contact center.
1. On the Amazon Connect admin website, choose **Analytics and optimization**, **Real-time metrics**, **Queues**.
1. Access the **Settings** menu: look for and choose the "Settings" icon.
![\[The settings icon for the queues table.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/rtm-settings.png)
1. In the Settings menu, select the **Groupings** tab.
1. Choose the option **Queues grouped by routing profiles**.
1. Choose **Apply** to apply your changes.
After completing these steps, your queues will be displayed grouped by their associated routing profiles.
# List agents grouped by routing profile in Amazon Connect
This topic shows you how to display a list of agents grouped by routing profile in your Amazon Connect contact center.
1. Go to **Analytics and optimization**, **Real-time metrics**, **Queues**.
1. Choose **New table**, **Agents**.
1. Click **Settings**, as shown in the following image.
![\[The settings icon for the queues table.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/rtm-settings.png)
1. On the **Filters** tab, choose **Routing profiles** from the **Filter primary groupings by** dropdown list. In **Include**, select the routing profiles you want included in the table, as shown in the following image.
![\[The Filters tab of the table settings page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/table-settings-routing-profiles.png)
1. Choose **Apply**.
# Sort agents by activity in a real-time metrics report in Amazon Connect
On the real-time metrics **Agents** report, you can sort agents by **Activity** when agents are enabled to use the same channel.
For example, the following image shows that you can sort agents by the **Activity** column because all the agents are enabled to use the same channel: voice.
![\[The Agents report, the sort icon for the Activity column.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/agent-activity-sortable.png)
However, if one or more agents are enabled to handle voice, chat, and tasks—or any two of the channels—you can't sort them by the **Activity** column because of the multiple channels. In this case, there's no option to sort by the **Activity** column, as shown in the following image:
![\[The Agents report, no sort icon appears in the Activity column.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/agent-activity-not-sortable.png)
**Note**
The real-time metrics Agents report doesn't support secondary sorting. For example, you can't sort by **Activity**, and then sort by **Duration**.
# Download real-time metrics for Amazon Connect
You can download the data included in your report as a comma-separated value (CSV) file so that you can use it with other applications. If there is no data for one of the selected metrics, the field in the downloaded CSV file contains a dash.
All exported times are in seconds.
**To download a real-time metrics report as a CSV file**
1. Create the 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 real-time 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.