Which type of metrics in Amazon Connect is based on contact trace records?

Contact trace records (CTRs) in Amazon Connect provide detailed information about the interactions between customers and agents. CTRs capture various aspects of each contact, including timestamps, statuses, agent information, and customer interactions. This data is essential for analyzing contact performance and agent effectiveness.

CTR-driven metrics specifically utilize this information to generate meaningful insights regarding customer service interactions. For example, metrics derived from CTRs might include average handling time, call outcomes, and customer satisfaction scores tied directly to individual contacts. These metrics help organizations understand how well they are managing contacts and where there may be room for improvement in service delivery.

In contrast, agent activity-driven metrics tend to focus on the state and actions of agents rather than the individual contacts themselves. Service level metrics often consider broader operational goals like response times without necessarily tying them to specific contact records. System performance metrics pertain to the technical performance of the system itself, such as uptime and speed of transactions, rather than directly analyzing the interactions logged in CTRs.