How do I prevent the Agent non-response metric in Amazon Connect?

What is Common Causes of Agent Non-Response in Amazon Connect? There can be many reasons. If the agent closed the CCP/browser without logging out agent status still shows available and the call can be routed to the agent leading to non-response. Agent might be away without updating the status properly. Sometimes technical issues (internet connectivity, headsets/microphones not working properly) could lead to agent not taking the call in the configured time leading to routing to the next agent. Delays in call routing or system performance issue can lead to non-response.

How to trace why my agent have Agent non-response metric in Amazon Connect? Check the Contact Trace Records to identify any specific calls where non-response occurred. Look for patterns, such as specific agents or times of the day. Checking Agent Events and monitoring agent status changes to see if agents were unavailable during the call. We can also use real-time metrics dashboard to see agent acivity and call routing in real-tie.

How do I prevent the Agent non-response metric in Amazon Connect? Agent training can help in properly taking the calls and marking the status appropriately (logging out instead of closing the CCP/browser, marking status as "not available" when the agents can't take calls). If we identify a pattern (a particular time or particular channel/routing), assess the situation and prepare a plan to address the patterns. If technical issues, make sure agents have good internet/hardware.