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Agent data in the Connect Customer data lake - Amazon Connect Customer
Agent queue statistic recordAgent statistic recordAgent event

Agent data in the Connect Customer data lake

The following tables contain agent data.

Agent queue statistic record

Table name: agent_queue_statistic_record

Description: Contains queue-level statistics per agent, per interval. Tracks metrics like contacts offered, handled, handle time, and connecting times for each agent-queue combination.

Primary key: aqsr_statistic_id, instance_id

Partition key: interval_start_time (daily)

Join keys:

  • instance_id — Joins to all tables

  • user_id — Joins to Agent Statistic Record, Agent Event, Contact Record (as agent_id), Contact Evaluation Record, users

  • queue_id — Joins to Contact Record, Contact Statistic Record

  • routing_profile_id — Joins to Agent Statistic Record, routing_profiles

  • agent_hierarchy_level_*_id — Joins to agent_hierarchy_groups

Column Type Nullable Description
aqsr_statistic_id string No Unique ID for the AQSR record
instance_id string No The identifier of the Connect Customer instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.
user_id string Yes The identifier of the user account.
routing_profile_id string Yes ID of routing profile.
agent_hierarchy_level_1_id string Yes ID of level 1 Hierarchy Group.
agent_hierarchy_level_2_id string Yes ID of level 2 Hierarchy Group.
agent_hierarchy_level_3_id string Yes ID of level 3 Hierarchy Group.
agent_hierarchy_level_4_id string Yes ID of level 4 Hierarchy Group.
agent_hierarchy_level_5_id string Yes ID of level 5 Hierarchy Group.
interval_start_time Timestamp Yes Timestamp of the conversation when interval started.
interval_end_time Timestamp Yes Timestamp of the conversation when interval ended.
published_date Timestamp Yes
aws_account_id string Yes The ID of the AWS account that owns the contact.
queue_id string Yes The identifier of the queue.
channel string Yes The method used to contact your contact center: VOICE, CHAT, TASK, EMAIL.
queue_type string Yes QueueType specifies the classification of the queue, indicating its intended use and behavior. Valid values for QueueType are STANDARD, which is a general-purpose queue where contacts wait before they are routed to and accepted by agents, and AGENT, which are created automatically for every agent user you add Connect Customer.
agent_non_response bigint Yes The count of contacts routed to an agent but not answered by that agent, including contacts abandoned by the customer.
contacts_offered bigint Yes
contacts_handled bigint Yes The count of contacts that were connected to an agent. It doesn't matter how the contact got to the agent. It could be a customer calling your contact center, or an agent calling the customer. It could be a contact transferred from one agent to another. It could be a contact where the agent answered it, but then they weren't sure what to do and they transferred the contact away again. As long as the agent was connected to the contact, it increments Contacts handled.
handle_time bigint Yes The average time, from start to finish, that a contact was connected with an agent (average handled time). It includes talk time, hold time, After Contact Work (ACW) time, custom status time, and agent pause duration (which applies only to tasks). AHT is calculated by averaging the amount of time between the contact being answered by an agent and the conversation ending. It applies to both inbound and outbound calls.
agent_incoming_connecting_time bigint Yes The total time between when a contact is initiated by Connect Customer reserving the agent for the contact, and the agent is connected.
agent_outbound_connecting_time bigint Yes Total time between when an outbound contact is initiated by Connect Customer reserving the agent for the contact, and the agent is connected.
agent_callback_connecting_time bigint Yes The total time between when a callback contact is initiated by Connect Customer reserving the agent for the contact, and the agent is connected.
agent_api_connecting_time bigint Yes The total time between when a contact is initiated using an Connect Customer API, and the agent is connected.
incoming_connecting_attempts bigint Yes The number of attempts initiated by Connect Customer reserving the agent for the contact for INBOUND initiation type contacts.
outbound_connecting_attempts bigint Yes The number of attempts initiated by Connect Customer reserving the agent for the contact for outbound initiation type contacts.
callback_connecting_attempts bigint Yes The number of contacts where a callback was attempted, but the customer did not pick up.
api_connecting_attempts bigint Yes Used to calculate Average agent incoming connecting time.
data_lake_last_processed_Timestamp Timestamp Yes Timestamp, which shows the last time the data lake processed the record. This can include transformation and backfill. This field cannot reliably be used to determine data freshness.

Agent statistic record

Table name: agent_statistic_record

Description: Contains aggregate agent-level statistics per interval, including online time, idle time, on-contact time, and up to 50 custom agent state durations.

Primary key: asr_statistic_id, instance_id

Partition key: interval_start_time (daily)

Join keys:

  • instance_id — Joins to all tables

  • user_id — Joins to Agent Queue Statistic Record, Agent Event, Contact Record (as agent_id), Contact Evaluation Record, users

  • routing_profile_id — Joins to Agent Queue Statistic Record, routing_profiles

  • agent_hierarchy_level_*_id — Joins to agent_hierarchy_groups

Column Type Nullable Description
asr_statistic_id string No Unique ID for the ASR record.
instance_id string No The identifier of the Connect Customer instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.
user_id string Yes The identifier of the user account.
routing_profile_id string Yes ID of routing profile.
agent_hierarchy_level_1_id string Yes ID of level 1 Hierarchy Group.
agent_hierarchy_level_2_id string Yes ID of level 2 Hierarchy Group.
agent_hierarchy_level_3_id string Yes ID of level 3 Hierarchy Group.
agent_hierarchy_level_4_id string Yes ID of level 4 Hierarchy Group.
agent_hierarchy_level_5_id string Yes ID of level 5 Hierarchy Group.
interval_start_time Timestamp Yes Timestamp of the conversation when interval started.
interval_end_time Timestamp Yes Timestamp of the conversation when interval ended.
published_date Timestamp Yes
aws_account_id string Yes The ID of the AWS account that owns the contact.
online_time bigint Yes 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. When you create a historical metrics reports, this metric can't be grouped or filtered by queue, phone number, or channels.
error_time bigint Yes For a specific agent, the total time contacts were in an error status. This metric can't be grouped or filtered by queue.
non_productive_time bigint Yes 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.
agent_idle_time bigint Yes After the agent sets their status in the CCP to Available, this is the amount of time they weren't handling contacts + any time their contacts were in an Error state. Agent idle time doesn't include the amount of time from when Connect Customer starts routing the contact to the agent, to when agent picks up or declines the contact.
agent_on_contact_time bigint Yes Total time that an agent spent on one or multiple contacts, 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).
custom_state_time_01 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_02 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_03 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_04 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_05 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_06 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_07 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_08 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_09 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_10 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_11 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_12 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_13 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_14 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_15 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_16 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_17 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_18 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_19 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_20 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_21 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_22 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_23 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_24 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_25 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_26 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_27 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_28 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_29 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_30 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_31 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_32 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_33 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_34 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_35 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_36 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_37 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_38 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_39 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_40 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_41 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_42 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_43 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_44 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_45 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_46 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_47 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_48 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_49 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
custom_state_time_50 bigint Yes Represents custom agent states defined by a customer. For example: Coffee_break.
data_lake_last_processed_timestamp Timestamp Yes Timestamp, which shows the last time the data lake processed the record. This can include transformation and backfill. This field cannot reliably be used to determine data freshness.

Agent event

Table name: agent_event

Description: Captures complete agent state snapshots including current and previous agent status, routing profile, hierarchy groups, and associated contacts for each agent event.

Primary key: instance_id, event_id

Partition key: event_timestamp (daily)

Join keys:

  • instance_id — Joins to all tables

  • agent_arn — Joins to Contact Record (as agent_arn), scheduling tables (as agent_arn), users (as user_arn)

  • current_routing_profile_arn — Joins to routing_profiles (as agent_routing_profile_arn)

  • current_agent_hierarchy_groups_level_*_arn — Joins to agent_hierarchy_groups (as agent_hierarchy_group_arn)

  • current_contacts (nested) — Joins to Contact Record (as contact_id)

Column Type Nullable Description
instance_id string No The ID of the Connect Customer instance.
aws_account_id string Yes The ID of the AWS account that owns the agent event.
instance_arn string Yes The ARN of the Connect Customer instance.
agent_arn string Yes The ARN of the agent.
event_id string No The unique event identifier.
event_timestamp Timestamp Yes The timestamp when the event occurred.
event_type string Yes The type of agent event.
version string Yes The version of the agent event stream in date format.
current_agent_status_arn string Yes The ARN of the current agent status.
current_agent_status_name string Yes The name of the current agent status.
current_agent_status_start_timestamp Timestamp Yes The timestamp when the current agent status started.
current_agent_status_type string Yes The type classification of the current agent status.
current_next_agent_status_arn string Yes The ARN of the next agent status.
current_next_agent_status_name string Yes The name of the next agent status.
current_next_agent_status_enqueued_timestamp Timestamp Yes The timestamp when the next agent status was enqueued.
current_next_agent_status_type string Yes The type classification of the next agent status.
current_configuration_username string Yes The username of the current agent.
current_configuration_first_name string Yes The first name of the current agent.
current_configuration_last_name string Yes The last name of the current agent.
current_configuration_sip_address string Yes The SIP address for the agent's communication endpoint.
current_configuration_auto_accept boolean Yes Whether the agent auto-accepts incoming contacts.
current_configuration_language_code string Yes The language code for the agent's interface.
current_configuration_proficiencies array(struct) Yes The agent proficiency attributes (name, value, level).
current_routing_profile_arn string Yes The ARN of the current routing profile.
current_routing_profile_name string Yes The name of the current routing profile.
current_routing_profile_concurrency array(struct) Yes The current routing profile concurrency settings.
current_routing_profile_default_outbound_queue_arn string Yes The ARN of the default outbound queue.
current_routing_profile_default_outbound_queue_name string Yes The name of the default outbound queue.
current_routing_profile_default_outbound_queue_channels array(string) Yes The channels of the default outbound queue.
current_routing_profile_inbound_queues array(struct) Yes The inbound queues for the routing profile.
current_agent_hierarchy_groups_level_1_arn string Yes The ARN of the agent hierarchy group level 1.
current_agent_hierarchy_groups_level_1_name string Yes The name of the agent hierarchy group level 1.
current_agent_hierarchy_groups_level_2_arn string Yes The ARN of the agent hierarchy group level 2.
current_agent_hierarchy_groups_level_2_name string Yes The name of the agent hierarchy group level 2.
current_agent_hierarchy_groups_level_3_arn string Yes The ARN of the agent hierarchy group level 3.
current_agent_hierarchy_groups_level_3_name string Yes The name of the agent hierarchy group level 3.
current_agent_hierarchy_groups_level_4_arn string Yes The ARN of the agent hierarchy group level 4.
current_agent_hierarchy_groups_level_4_name string Yes The name of the agent hierarchy group level 4.
current_agent_hierarchy_groups_level_5_arn string Yes The ARN of the agent hierarchy group level 5.
current_agent_hierarchy_groups_level_5_name string Yes The name of the agent hierarchy group level 5.
current_contacts array(struct) Yes The current contacts associated with the agent.
previous_agent_status_arn string Yes The ARN of the previous agent status.
previous_agent_status_name string Yes The name of the previous agent status.
previous_agent_status_start_timestamp Timestamp Yes The timestamp when the previous agent status started.
previous_agent_status_type string Yes The type classification of the previous agent status.
previous_configuration_proficiencies array(struct) Yes The previous agent proficiency attributes.
previous_routing_profile_arn string Yes The ARN of the previous routing profile.
previous_routing_profile_name string Yes The name of the previous routing profile.
previous_routing_profile_concurrency array(struct) Yes The previous routing profile concurrency settings.
previous_routing_profile_default_outbound_queue_arn string Yes The ARN of the previous default outbound queue.
previous_routing_profile_default_outbound_queue_name string Yes The name of the previous default outbound queue.
previous_routing_profile_default_outbound_queue_channels array(string) Yes The channels of the previous default outbound queue.
previous_routing_profile_inbound_queues array(struct) Yes The previous inbound queues for the routing profile.
previous_agent_hierarchy_groups_level_1_arn string Yes The ARN of the previous agent hierarchy group level 1.
previous_agent_hierarchy_groups_level_1_name string Yes The name of the previous agent hierarchy group level 1.
previous_agent_hierarchy_groups_level_2_arn string Yes The ARN of the previous agent hierarchy group level 2.
previous_agent_hierarchy_groups_level_2_name string Yes The name of the previous agent hierarchy group level 2.
previous_agent_hierarchy_groups_level_3_arn string Yes The ARN of the previous agent hierarchy group level 3.
previous_agent_hierarchy_groups_level_3_name string Yes The name of the previous agent hierarchy group level 3.
previous_agent_hierarchy_groups_level_4_arn string Yes The ARN of the previous agent hierarchy group level 4.
previous_agent_hierarchy_groups_level_4_name string Yes The name of the previous agent hierarchy group level 4.
previous_agent_hierarchy_groups_level_5_arn string Yes The ARN of the previous agent hierarchy group level 5.
previous_agent_hierarchy_groups_level_5_name string Yes The name of the previous agent hierarchy group level 5.
previous_contacts array(struct) Yes The previous contacts associated with the agent.
data_lake_last_processed_timestamp Timestamp Yes The timestamp, which shows the last time the record was touched by the data lake. This can include transformation and backfill. This field cannot reliably be used to determine data freshness.