Which two additional metrics can historical data in Amazon Connect be aggregated by?

The correct answer identifies two additional metrics that can be aggregated from historical data in Amazon Connect: Phone Numbers and Agent Hierarchy Levels.

Aggregating data by Phone Numbers allows organizations to analyze call metrics associated with specific phone numbers, enabling them to better understand which numbers are generating higher call volumes, supporting specific campaigns, or requiring more resources. This information is essential for optimizing call center operations and making informed decisions about resource allocation.

Agent Hierarchy Levels refer to the structure within the agent workforce, where agents can be organized into different tiers or levels based on their roles, skills, or experience. By analyzing metrics at various hierarchy levels, management can gain insights into performance patterns among different tiers of agents, identifying training needs or areas for improvement.

This combination of metrics enhances the ability to assess call center performance and agent effectiveness in a nuanced manner. Understanding which phone numbers are most engaged with customers and how different levels within the agent hierarchy are performing provides a richer, more detailed perspective on operational efficiency.