Although Operata collects detail on every second of every call, Operata charges are based only on the time Agents have the call, this is known as Agent interaction and hold time - here's how to get this minute detail.

From your Amazon Connect Management console select Historical Metrics

Then select Agents

Now select the Cog icon on the RHS and then Metrics (make sure the Agent Metrics radio button is selected)

Un-check all the Metrics and add only Agent interaction and hold time, then set the Interval & Tine range, finally select Apply and wait for the results.

Note: You may need to select smaller time periods if the record count exceeds AWS limits

Export the results to csv and use your spreadsheet of choice to calculate the total minutes

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