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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 Interval & Time range, select the Time range you need and then move to the Groupings tab. From Groupings, de-select Agent (this will show the total number of seconds only) and then move to the Metrics tab. From Metrics, un-check all the Metrics and add only Agent interaction and hold time and 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 Note: Operata rounds up to the nearest minute for each call, so the number may not be exactly the same - but will be close (normally within 10-15%)