diff --git a/clients/client-connect/src/commands/DescribeInstanceCommand.ts b/clients/client-connect/src/commands/DescribeInstanceCommand.ts index 43316bd63400..b075a98f9737 100644 --- a/clients/client-connect/src/commands/DescribeInstanceCommand.ts +++ b/clients/client-connect/src/commands/DescribeInstanceCommand.ts @@ -68,6 +68,17 @@ export interface DescribeInstanceCommandOutput extends DescribeInstanceResponse, * // "": "STRING_VALUE", * // }, * // }, + * // ReplicationConfiguration: { // ReplicationConfiguration + * // ReplicationStatusSummaryList: [ // ReplicationStatusSummaryList + * // { // ReplicationStatusSummary + * // Region: "STRING_VALUE", + * // ReplicationStatus: "INSTANCE_REPLICATION_COMPLETE" || "INSTANCE_REPLICATION_IN_PROGRESS" || "INSTANCE_REPLICATION_FAILED" || "INSTANCE_REPLICA_DELETING" || "INSTANCE_REPLICATION_DELETION_FAILED" || "RESOURCE_REPLICATION_NOT_STARTED", + * // ReplicationStatusReason: "STRING_VALUE", + * // }, + * // ], + * // SourceRegion: "STRING_VALUE", + * // GlobalSignInEndpoint: "STRING_VALUE", + * // }, * // }; * * ``` diff --git a/clients/client-connect/src/commands/ListTaskTemplatesCommand.ts b/clients/client-connect/src/commands/ListTaskTemplatesCommand.ts index de3ae404664b..1c506b94bc6c 100644 --- a/clients/client-connect/src/commands/ListTaskTemplatesCommand.ts +++ b/clients/client-connect/src/commands/ListTaskTemplatesCommand.ts @@ -6,7 +6,7 @@ import { MetadataBearer as __MetadataBearer } from "@smithy/types"; import { ConnectClientResolvedConfig, ServiceInputTypes, ServiceOutputTypes } from "../ConnectClient"; import { commonParams } from "../endpoint/EndpointParameters"; -import { ListTaskTemplatesRequest, ListTaskTemplatesResponse } from "../models/models_1"; +import { ListTaskTemplatesRequest, ListTaskTemplatesResponse } from "../models/models_2"; import { de_ListTaskTemplatesCommand, se_ListTaskTemplatesCommand } from "../protocols/Aws_restJson1"; /** diff --git a/clients/client-connect/src/models/models_0.ts b/clients/client-connect/src/models/models_0.ts index 1932e6b4b36b..7d8694bc3e1e 100644 --- a/clients/client-connect/src/models/models_0.ts +++ b/clients/client-connect/src/models/models_0.ts @@ -1739,7 +1739,7 @@ export interface AssociateSecurityKeyRequest { InstanceId: string | undefined; /** - *

A valid security key in PEM format.

+ *

A valid security key in PEM format as a String.

* @public */ Key: string | undefined; diff --git a/clients/client-connect/src/models/models_1.ts b/clients/client-connect/src/models/models_1.ts index add7d8a7249d..6cb26f8898da 100644 --- a/clients/client-connect/src/models/models_1.ts +++ b/clients/client-connect/src/models/models_1.ts @@ -842,6 +842,90 @@ export interface Instance { Tags?: Record; } +/** + * @public + * @enum + */ +export const InstanceReplicationStatus = { + INSTANCE_REPLICATION_COMPLETE: "INSTANCE_REPLICATION_COMPLETE", + INSTANCE_REPLICATION_DELETION_FAILED: "INSTANCE_REPLICATION_DELETION_FAILED", + INSTANCE_REPLICATION_FAILED: "INSTANCE_REPLICATION_FAILED", + INSTANCE_REPLICATION_IN_PROGRESS: "INSTANCE_REPLICATION_IN_PROGRESS", + INSTANCE_REPLICA_DELETING: "INSTANCE_REPLICA_DELETING", + RESOURCE_REPLICATION_NOT_STARTED: "RESOURCE_REPLICATION_NOT_STARTED", +} as const; + +/** + * @public + */ +export type InstanceReplicationStatus = (typeof InstanceReplicationStatus)[keyof typeof InstanceReplicationStatus]; + +/** + *

Status information about the replication process, where you use the ReplicateInstance API to create a replica of your Amazon Connect instance in + * another Amazon Web Services Region. For more information, see Set up Amazon Connect + * Global Resiliency in the Amazon Connect Administrator Guide. + *

+ * @public + */ +export interface ReplicationStatusSummary { + /** + *

The Amazon Web Services Region. This can be either the source or the replica Region, + * depending where it appears in the summary list.

+ * @public + */ + Region?: string; + + /** + *

The state of the replication.

+ * @public + */ + ReplicationStatus?: InstanceReplicationStatus; + + /** + *

A description of the replication status. Use this information to resolve any issues that are + * preventing the successful replication of your Amazon Connect instance to another + * Region.

+ * @public + */ + ReplicationStatusReason?: string; +} + +/** + *

Details about the status of the replication of a source Amazon Connect instance across + * Amazon Web Services Regions. Use these details to understand the general status of a given + * replication. For information about why a replication process may fail, see Why a ReplicateInstance call fails in the Create a replica of your existing + * Amazon Connect instance topic in the Amazon Connect Administrator + * Guide.

+ * @public + */ +export interface ReplicationConfiguration { + /** + *

A list of replication status summaries. The summaries contain details about the replication + * of configuration information for Amazon Connect resources, for each Amazon Web Services + * Region.

+ * @public + */ + ReplicationStatusSummaryList?: ReplicationStatusSummary[]; + + /** + *

The Amazon Web Services Region where the source Amazon Connect instance was created. This + * is the Region where the ReplicateInstance API was + * called to start the replication process.

+ * @public + */ + SourceRegion?: string; + + /** + *

The URL that is used to sign-in to your Amazon Connect instance according to your + * traffic distribution group configuration. For more information about sign-in and traffic + * distribution groups, see Important things to + * know in the Create traffic distribution groups topic in the + * Amazon Connect Administrator Guide.

+ * @public + */ + GlobalSignInEndpoint?: string; +} + /** * @public */ @@ -851,6 +935,17 @@ export interface DescribeInstanceResponse { * @public */ Instance?: Instance; + + /** + *

Status information about the replication process. This field is included only when you are + * using the ReplicateInstance API to + * replicate an Amazon Connect instance across Amazon Web Services Regions. For information about + * replicating Amazon Connect instances, see Create a replica of your + * existing Amazon Connect instance in the Amazon Connect Administrator + * Guide.

+ * @public + */ + ReplicationConfiguration?: ReplicationConfiguration; } /** @@ -5544,7 +5639,7 @@ export interface GetMetricDataV2Request { * metric.

* * - *
SUM_CONTACTS_ABANDONED
+ *
CONTACTS_ABANDONED
*
*

Unit: Count

*

Metric filter:

@@ -9771,121 +9866,6 @@ export interface ListTagsForResourceResponse { tags?: Record; } -/** - * @public - */ -export interface ListTaskTemplatesRequest { - /** - *

The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

- * @public - */ - InstanceId: string | undefined; - - /** - *

The token for the next set of results. Use the value returned in the previous - * response in the next request to retrieve the next set of results.

- * - *

It is not expected that you set this because the value returned in the previous response is - * always null.

- * - * @public - */ - NextToken?: string; - - /** - *

The maximum number of results to return per page.

- * - *

It is not expected that you set this.

- * - * @public - */ - MaxResults?: number; - - /** - *

Marks a template as ACTIVE or INACTIVE for a task to refer to it. - * Tasks can only be created from ACTIVE templates. - * If a template is marked as INACTIVE, then a task that refers to this template cannot be created.

- * @public - */ - Status?: TaskTemplateStatus; - - /** - *

The name of the task template.

- * @public - */ - Name?: string; -} - -/** - *

Contains summary information about the task template.

- * @public - */ -export interface TaskTemplateMetadata { - /** - *

A unique identifier for the task template.

- * @public - */ - Id?: string; - - /** - *

The Amazon Resource Name (ARN) of the task template.

- * @public - */ - Arn?: string; - - /** - *

The name of the task template.

- * @public - */ - Name?: string; - - /** - *

The description of the task template.

- * @public - */ - Description?: string; - - /** - *

Marks a template as ACTIVE or INACTIVE for a task to refer to it. - * Tasks can only be created from ACTIVE templates. - * If a template is marked as INACTIVE, then a task that refers to this template cannot be created.

- * @public - */ - Status?: TaskTemplateStatus; - - /** - *

The timestamp when the task template was last modified.

- * @public - */ - LastModifiedTime?: Date; - - /** - *

The timestamp when the task template was created.

- * @public - */ - CreatedTime?: Date; -} - -/** - * @public - */ -export interface ListTaskTemplatesResponse { - /** - *

Provides details about a list of task templates belonging to an instance.

- * @public - */ - TaskTemplates?: TaskTemplateMetadata[]; - - /** - *

If there are additional results, this is the token for the next set of results.

- * - *

This is always returned as a null in the response.

- * - * @public - */ - NextToken?: string; -} - /** * @internal */ diff --git a/clients/client-connect/src/models/models_2.ts b/clients/client-connect/src/models/models_2.ts index f85017b6f47b..fb3252f8df6f 100644 --- a/clients/client-connect/src/models/models_2.ts +++ b/clients/client-connect/src/models/models_2.ts @@ -98,6 +98,121 @@ import { WisdomInfo, } from "./models_1"; +/** + * @public + */ +export interface ListTaskTemplatesRequest { + /** + *

The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

+ * @public + */ + InstanceId: string | undefined; + + /** + *

The token for the next set of results. Use the value returned in the previous + * response in the next request to retrieve the next set of results.

+ * + *

It is not expected that you set this because the value returned in the previous response is + * always null.

+ * + * @public + */ + NextToken?: string; + + /** + *

The maximum number of results to return per page.

+ * + *

It is not expected that you set this.

+ * + * @public + */ + MaxResults?: number; + + /** + *

Marks a template as ACTIVE or INACTIVE for a task to refer to it. + * Tasks can only be created from ACTIVE templates. + * If a template is marked as INACTIVE, then a task that refers to this template cannot be created.

+ * @public + */ + Status?: TaskTemplateStatus; + + /** + *

The name of the task template.

+ * @public + */ + Name?: string; +} + +/** + *

Contains summary information about the task template.

+ * @public + */ +export interface TaskTemplateMetadata { + /** + *

A unique identifier for the task template.

+ * @public + */ + Id?: string; + + /** + *

The Amazon Resource Name (ARN) of the task template.

+ * @public + */ + Arn?: string; + + /** + *

The name of the task template.

+ * @public + */ + Name?: string; + + /** + *

The description of the task template.

+ * @public + */ + Description?: string; + + /** + *

Marks a template as ACTIVE or INACTIVE for a task to refer to it. + * Tasks can only be created from ACTIVE templates. + * If a template is marked as INACTIVE, then a task that refers to this template cannot be created.

+ * @public + */ + Status?: TaskTemplateStatus; + + /** + *

The timestamp when the task template was last modified.

+ * @public + */ + LastModifiedTime?: Date; + + /** + *

The timestamp when the task template was created.

+ * @public + */ + CreatedTime?: Date; +} + +/** + * @public + */ +export interface ListTaskTemplatesResponse { + /** + *

Provides details about a list of task templates belonging to an instance.

+ * @public + */ + TaskTemplates?: TaskTemplateMetadata[]; + + /** + *

If there are additional results, this is the token for the next set of results.

+ * + *

This is always returned as a null in the response.

+ * + * @public + */ + NextToken?: string; +} + /** * @public */ @@ -4757,14 +4872,14 @@ export interface UpdateContactFlowNameRequest { export interface UpdateContactFlowNameResponse {} /** - *

Specify whether this routing criteria step should apply for only a limited amount of time,
 or if it should - * never expire.

+ *

Specify whether this routing criteria step should apply for only a limited amount of time, + * or if it should never expire.

* @public */ export interface RoutingCriteriaInputStepExpiry { /** - *

The number of seconds that the contact will be routed only to agents matching this routing
 step, if expiry - * was configured for this routing step.

+ *

The number of seconds that the contact will be routed only to agents matching this routing + * step, if expiry was configured for this routing step.

* @public */ DurationInSeconds?: number; @@ -6966,8 +7081,8 @@ export interface DescribeEvaluationFormResponse { } /** - *

Step defines the list of agents to be routed or route based on the agent requirements such as ProficiencyLevel, - * Name, or Value.

+ *

Step defines the list of agents to be routed or route based on the agent requirements such + * as ProficiencyLevel, Name, or Value.

* @public */ export interface RoutingCriteriaInputStep { @@ -7512,10 +7627,10 @@ export interface RoutingCriteria { */ export interface RoutingCriteriaInput { /** - *

When Amazon Connect does not find an available agent meeting the requirements in a step for - * a given step duration, the routing criteria will move on to the next step sequentially until a - * join is completed with an agent. When all steps are exhausted, the contact will be offered to any agent - * in the queue.

+ *

When Amazon Connect does not find an available agent meeting the requirements in a step + * for
 a given step duration, the routing criteria will move on to the next step sequentially until + * a
 join is completed with an agent. When all steps are exhausted, the contact will be offered to + * any agent in the queue.

* @public */ Steps?: RoutingCriteriaInputStep[]; diff --git a/clients/client-connect/src/protocols/Aws_restJson1.ts b/clients/client-connect/src/protocols/Aws_restJson1.ts index 54c9e0d25502..ee3cd31cb2a3 100644 --- a/clients/client-connect/src/protocols/Aws_restJson1.ts +++ b/clients/client-connect/src/protocols/Aws_restJson1.ts @@ -932,7 +932,6 @@ import { SegmentAttributeValue, SignInConfig, SignInDistribution, - TaskTemplateMetadata, TelephonyConfig, Threshold, ThresholdV2, @@ -1010,6 +1009,7 @@ import { Sort, Step, TagSearchCondition, + TaskTemplateMetadata, Transcript, TranscriptCriteria, UpdateParticipantRoleConfigChannelInfo, @@ -8375,6 +8375,7 @@ export const de_DescribeInstanceCommand = async ( const data: Record = __expectNonNull(__expectObject(await parseBody(output.body, context)), "body"); const doc = take(data, { Instance: (_) => de_Instance(_, context), + ReplicationConfiguration: _json, }); Object.assign(contents, doc); return contents; @@ -15265,6 +15266,12 @@ const de_RealTimeContactAnalysisTimeData = (output: any, context: __SerdeContext // de_ReferenceSummaryList omitted. +// de_ReplicationConfiguration omitted. + +// de_ReplicationStatusSummary omitted. + +// de_ReplicationStatusSummaryList omitted. + // de_RequiredFieldInfo omitted. // de_RequiredTaskTemplateFields omitted. diff --git a/codegen/sdk-codegen/aws-models/connect.json b/codegen/sdk-codegen/aws-models/connect.json index 4db9543f7219..30baeb864ed4 100644 --- a/codegen/sdk-codegen/aws-models/connect.json +++ b/codegen/sdk-codegen/aws-models/connect.json @@ -3515,7 +3515,7 @@ "Key": { "target": "com.amazonaws.connect#PEM", "traits": { - "smithy.api#documentation": "

A valid security key in PEM format.

", + "smithy.api#documentation": "

A valid security key in PEM format as a String.

", "smithy.api#required": {} } } @@ -11851,6 +11851,12 @@ "traits": { "smithy.api#documentation": "

The name of the instance.

" } + }, + "ReplicationConfiguration": { + "target": "com.amazonaws.connect#ReplicationConfiguration", + "traits": { + "smithy.api#documentation": "

Status information about the replication process. This field is included only when you are\n using the ReplicateInstance API to\n replicate an Amazon Connect instance across Amazon Web Services Regions. For information about\n replicating Amazon Connect instances, see Create a replica of your\n existing Amazon Connect instance in the Amazon Connect Administrator\n Guide.

" + } } }, "traits": { @@ -16928,7 +16934,7 @@ "Metrics": { "target": "com.amazonaws.connect#MetricsV2", "traits": { - "smithy.api#documentation": "

The metrics to retrieve. Specify the name, groupings, and filters for each metric. The\n following historical metrics are available. For a description of each metric, see Historical metrics definitions in the Amazon Connect Administrator\n Guide.

\n
\n
ABANDONMENT_RATE
\n
\n

Unit: Percent

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Abandonment rate\n

\n
\n
AGENT_ADHERENT_TIME
\n
\n

This metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.

\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

\n

UI name: Adherent time\n

\n
\n
AGENT_ANSWER_RATE
\n
\n

Unit: Percent

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

\n

UI name: Agent answer rate\n

\n
\n
AGENT_NON_ADHERENT_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

\n

UI name: Non-adherent time\n

\n
\n
AGENT_NON_RESPONSE
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

\n

UI name: Agent\n non-response\n

\n
\n
AGENT_NON_RESPONSE_WITHOUT_CUSTOMER_ABANDONS
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

\n

Data for this metric is available starting from October 1, 2023 0:00:00 GMT.

\n

UI name: Agent non-response without customer abandons\n

\n
\n
AGENT_OCCUPANCY
\n
\n

Unit: Percentage

\n

Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

\n

UI name: Occupancy\n

\n
\n
AGENT_SCHEDULE_ADHERENCE
\n
\n

This metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.

\n

Unit: Percent

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

\n

UI name: Adherence\n

\n
\n
AGENT_SCHEDULED_TIME
\n
\n

This metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.

\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

\n

UI name: Scheduled time\n

\n
\n
AVG_ABANDON_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average queue abandon time\n

\n
\n
AVG_ACTIVE_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: Average active time\n

\n
\n
AVG_AFTER_CONTACT_WORK_TIME
\n
\n

Unit: Seconds

\n

Valid metric filter key: INITIATION_METHOD\n

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average after contact work time\n

\n \n

Feature is a valid filter but not a valid grouping.

\n \n
\n
AVG_AGENT_CONNECTING_TIME
\n
\n

Unit: Seconds

\n

Valid metric filter key: INITIATION_METHOD. For now, this metric only\n supports the following as INITIATION_METHOD: INBOUND |\n OUTBOUND | CALLBACK | API\n

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

\n

UI name: Average agent API connecting time\n

\n \n

The Negate key in Metric Level Filters is not applicable for this\n metric.

\n \n
\n
AVG_AGENT_PAUSE_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: Average agent pause time\n

\n
\n
AVG_CASE_RELATED_CONTACTS
\n
\n

Unit: Count

\n

Required filter key: CASE_TEMPLATE_ARN

\n

Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

\n

UI name: Average contacts per case\n

\n
\n
AVG_CASE_RESOLUTION_TIME
\n
\n

Unit: Seconds

\n

Required filter key: CASE_TEMPLATE_ARN

\n

Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

\n

UI name: Average case resolution time\n

\n
\n
AVG_CONTACT_DURATION
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average contact duration\n

\n \n

Feature is a valid filter but not a valid grouping.

\n \n
\n
AVG_CONVERSATION_DURATION
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average conversation duration\n

\n
\n
AVG_DIALS_PER_MINUTE
\n
\n

This metric is available only for contacts analyzed by outbound campaigns\n analytics.

\n

Unit: Count

\n

Valid groupings and filters: Campaign, Agent, Queue, Routing Profile

\n

UI name: Average dials per minute\n

\n
\n
AVG_FLOW_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows\n resource ID, Initiation method, Resource published timestamp

\n

UI name: Average flow time\n

\n
\n
AVG_GREETING_TIME_AGENT
\n
\n

This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average agent greeting time\n

\n
\n
AVG_HANDLE_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, RoutingStepExpression

\n

UI name: Average handle time\n

\n \n

Feature is a valid filter but not a valid grouping.

\n \n
\n
AVG_HOLD_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average customer hold time\n

\n \n

Feature is a valid filter but not a valid grouping.

\n \n
\n
AVG_HOLD_TIME_ALL_CONTACTS
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average customer hold time all contacts\n

\n
\n
AVG_HOLDS
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average holds\n

\n \n

Feature is a valid filter but not a valid grouping.

\n \n
\n
AVG_INTERACTION_AND_HOLD_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average agent interaction and customer hold time\n

\n
\n
AVG_INTERACTION_TIME
\n
\n

Unit: Seconds

\n

Valid metric filter key: INITIATION_METHOD\n

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average agent interaction time\n

\n \n

Feature is a valid filter but not a valid grouping.

\n \n
\n
AVG_INTERRUPTIONS_AGENT
\n
\n

This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average agent interruptions\n

\n
\n
AVG_INTERRUPTION_TIME_AGENT
\n
\n

This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average agent interruption time\n

\n
\n
AVG_NON_TALK_TIME
\n
\n

This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average non-talk time\n

\n
\n
AVG_QUEUE_ANSWER_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average queue answer time\n

\n \n

Feature is a valid filter but not a valid grouping.

\n \n
\n
AVG_RESOLUTION_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect

\n

UI name: Average resolution time\n

\n
\n
AVG_TALK_TIME
\n
\n

This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average talk time\n

\n
\n
AVG_TALK_TIME_AGENT
\n
\n

This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average agent talk time\n

\n
\n
AVG_TALK_TIME_CUSTOMER
\n
\n

This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average customer talk time\n

\n
\n
AVG_WAIT_TIME_AFTER_CUSTOMER_CONNECTION
\n
\n

This metric is available only for contacts analyzed by outbound campaigns\n analytics.

\n

Unit: Seconds

\n

Valid groupings and filters: Campaign

\n

UI name: Average wait time after customer connection\n

\n
\n
CAMPAIGN_CONTACTS_ABANDONED_AFTER_X
\n
\n

This metric is available only for contacts analyzed by outbound campaigns\n analytics.

\n

Unit: Count

\n

Valid groupings and filters: Campaign, Agent

\n

Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter GT (for\n Greater than).

\n

UI name: Campaign contacts abandoned after X\n

\n
\n
CAMPAIGN_CONTACTS_ABANDONED_AFTER_X_RATE
\n
\n

This metric is available only for contacts analyzed by outbound campaigns\n analytics.

\n

Unit: Percent

\n

Valid groupings and filters: Campaign, Agent

\n

Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter GT (for\n Greater than).

\n

UI name: Campaign contacts abandoned after X rate\n

\n
\n
CASES_CREATED
\n
\n

Unit: Count

\n

Required filter key: CASE_TEMPLATE_ARN

\n

Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

\n

UI name: Cases created\n

\n
\n
CONTACTS_CREATED
\n
\n

Unit: Count

\n

Valid metric filter key: INITIATION_METHOD\n

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Contacts created\n

\n \n

Feature is a valid filter but not a valid grouping.

\n \n
\n
CONTACTS_HANDLED
\n
\n

Unit: Count

\n

Valid metric filter key: INITIATION_METHOD,\n DISCONNECT_REASON\n

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect

\n

UI name: API contacts handled\n

\n \n

Feature is a valid filter but not a valid grouping.

\n \n
\n
CONTACTS_HANDLED_BY_CONNECTED_TO_AGENT
\n
\n

Unit: Count

\n

Valid metric filter key: INITIATION_METHOD\n

\n

Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Contacts handled (connected to agent timestamp)\n

\n
\n
CONTACTS_HOLD_ABANDONS
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Contacts hold disconnect\n

\n
\n
CONTACTS_ON_HOLD_AGENT_DISCONNECT
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: Contacts hold agent disconnect\n

\n
\n
CONTACTS_ON_HOLD_CUSTOMER_DISCONNECT
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: Contacts hold customer disconnect\n

\n
\n
CONTACTS_PUT_ON_HOLD
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: Contacts put on hold\n

\n
\n
CONTACTS_TRANSFERRED_OUT_EXTERNAL
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: Contacts transferred out external\n

\n
\n
CONTACTS_TRANSFERRED_OUT_INTERNAL
\n
\n

Unit: Percent

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: Contacts transferred out internal\n

\n
\n
CONTACTS_QUEUED
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Contacts queued\n

\n
\n
CONTACTS_QUEUED_BY_ENQUEUE
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

\n

UI name: Contacts queued (enqueue timestamp)\n

\n
\n
CONTACTS_REMOVED_FROM_QUEUE_IN_X
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Q in Connect

\n

Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").

\n

UI name: Contacts removed from queue in X seconds\n

\n
\n
CONTACTS_RESOLVED_IN_X
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect

\n

Threshold: For ThresholdValue enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").

\n

UI name: Contacts resolved in X\n

\n
\n
CONTACTS_TRANSFERRED_OUT
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Contacts transferred out\n

\n \n

Feature is a valid filter but not a valid grouping.

\n \n
\n
CONTACTS_TRANSFERRED_OUT_BY_AGENT
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Contacts transferred out by agent\n

\n
\n
CONTACTS_TRANSFERRED_OUT_FROM_QUEUE
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Contacts transferred out queue\n

\n
\n
CURRENT_CASES
\n
\n

Unit: Count

\n

Required filter key: CASE_TEMPLATE_ARN

\n

Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

\n

UI name: Current cases\n

\n
\n
DELIVERY_ATTEMPTS
\n
\n

This metric is available only for contacts analyzed by outbound campaigns\n analytics.

\n

Unit: Count

\n

Valid metric filter key: ANSWERING_MACHINE_DETECTION_STATUS,\n DISCONNECT_REASON\n

\n

Valid groupings and filters: Campaign, Agent, Queue, Routing Profile, Answering Machine Detection Status,\n Disconnect Reason

\n

UI name: Delivery attempts\n

\n
\n
DELIVERY_ATTEMPT_DISPOSITION_RATE
\n
\n

This metric is available only for contacts analyzed by outbound campaigns analytics, and\n with the answering machine detection enabled.

\n

Unit: Percent

\n

Valid metric filter key: ANSWERING_MACHINE_DETECTION_STATUS,\n DISCONNECT_REASON\n

\n

Valid groupings and filters: Campaign, Agent, Answering Machine Detection Status, Disconnect Reason

\n \n

Answering Machine Detection Status and Disconnect Reason are valid filters but not valid\n groupings.

\n \n

UI name: Delivery attempt disposition rate\n

\n
\n
FLOWS_OUTCOME
\n
\n

Unit: Count

\n

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows\n resource ID, Initiation method, Resource published timestamp

\n

UI name: Flows outcome\n

\n
\n
FLOWS_STARTED
\n
\n

Unit: Count

\n

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows resource ID, Initiation method, Resource published timestamp

\n

UI name: Flows started\n

\n
\n
HUMAN_ANSWERED_CALLS
\n
\n

This metric is available only for contacts analyzed by outbound campaigns analytics, and\n with the answering machine detection enabled.

\n

Unit: Count

\n

Valid groupings and filters: Campaign, Agent

\n

UI name: Human answered\n

\n
\n
MAX_FLOW_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows\n resource ID, Initiation method, Resource published timestamp

\n

UI name: Maximum flow time\n

\n
\n
MAX_QUEUED_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Maximum queued time\n

\n
\n
MIN_FLOW_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows\n resource ID, Initiation method, Resource published timestamp

\n

UI name: Minimum flow time\n

\n
\n
PERCENT_CASES_FIRST_CONTACT_RESOLVED
\n
\n

Unit: Percent

\n

Required filter key: CASE_TEMPLATE_ARN

\n

Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

\n

UI name: Cases resolved on first contact\n

\n
\n
PERCENT_CONTACTS_STEP_EXPIRED
\n
\n

Unit: Percent

\n

Valid groupings and filters: Queue, RoutingStepExpression

\n

UI name: This metric is available in Real-time Metrics UI but not on the Historical\n Metrics UI.

\n
\n
PERCENT_CONTACTS_STEP_JOINED
\n
\n

Unit: Percent

\n

Valid groupings and filters: Queue, RoutingStepExpression

\n

UI name: This metric is available in Real-time Metrics UI but not on the Historical\n Metrics UI.

\n
\n
PERCENT_FLOWS_OUTCOME
\n
\n

Unit: Percent

\n

Valid metric filter key: FLOWS_OUTCOME_TYPE\n

\n

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows\n resource ID, Initiation method, Resource published timestamp

\n

UI name: Flows outcome percentage.

\n \n

The FLOWS_OUTCOME_TYPE is not a valid grouping.

\n \n
\n
PERCENT_NON_TALK_TIME
\n
\n

This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

\n

Unit: Percentage

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Non-talk\n time percent\n

\n
\n
PERCENT_TALK_TIME
\n
\n

This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

\n

Unit: Percentage

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Talk time\n percent\n

\n
\n
PERCENT_TALK_TIME_AGENT
\n
\n

This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

\n

Unit: Percentage

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Agent\n talk time percent\n

\n
\n
PERCENT_TALK_TIME_CUSTOMER
\n
\n

This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

\n

Unit: Percentage

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Customer talk time percent\n

\n
\n
REOPENED_CASE_ACTIONS
\n
\n

Unit: Count

\n

Required filter key: CASE_TEMPLATE_ARN

\n

Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

\n

UI name: Cases reopened\n

\n
\n
RESOLVED_CASE_ACTIONS
\n
\n

Unit: Count

\n

Required filter key: CASE_TEMPLATE_ARN

\n

Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

\n

UI name: Cases resolved\n

\n
\n
SERVICE_LEVEL
\n
\n

You can include up to 20 SERVICE_LEVEL metrics in a request.

\n

Unit: Percent

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Q in Connect

\n

Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").

\n

UI name: Service level X\n

\n
\n
STEP_CONTACTS_QUEUED
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, RoutingStepExpression

\n

UI name: This metric is available in Real-time Metrics UI but not on the Historical\n Metrics UI.

\n
\n
SUM_AFTER_CONTACT_WORK_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: After\n contact work time\n

\n
\n
SUM_CONNECTING_TIME_AGENT
\n
\n

Unit: Seconds

\n

Valid metric filter key: INITIATION_METHOD. This metric only supports the\n following filter keys as INITIATION_METHOD: INBOUND |\n OUTBOUND | CALLBACK | API\n

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

\n

UI name: Agent API connecting time\n

\n \n

The Negate key in Metric Level Filters is not applicable for this\n metric.

\n \n
\n
SUM_CONTACTS_ABANDONED
\n
\n

Unit: Count

\n

Metric filter:

\n
    \n
  • \n

    Valid values: API| Incoming | Outbound |\n Transfer | Callback | Queue_Transfer|\n Disconnect\n

    \n
    • \n
\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect

\n

UI name: Contact abandoned\n

\n
\n
SUM_CONTACTS_ABANDONED_IN_X
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect

\n

Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").

\n

UI name: Contacts abandoned in X seconds\n

\n
\n
SUM_CONTACTS_ANSWERED_IN_X
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect

\n

Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").

\n

UI name: Contacts answered in X seconds\n

\n
\n
SUM_CONTACT_FLOW_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: Contact flow time\n

\n
\n
SUM_CONTACT_TIME_AGENT
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

\n

UI name: Agent on contact time\n

\n
\n
SUM_CONTACTS_DISCONNECTED
\n
\n

Valid metric filter key: DISCONNECT_REASON\n

\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Contact disconnected\n

\n
\n
SUM_ERROR_STATUS_TIME_AGENT
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

\n

UI name: Error status time\n

\n
\n
SUM_HANDLE_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: Contact handle time\n

\n
\n
SUM_HOLD_TIME
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: Customer hold time\n

\n
\n
SUM_IDLE_TIME_AGENT
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

\n

UI name: Agent idle time\n

\n
\n
SUM_INTERACTION_AND_HOLD_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: Agent interaction and hold time\n

\n
\n
SUM_INTERACTION_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

\n

UI name: Agent interaction time\n

\n
\n
SUM_NON_PRODUCTIVE_TIME_AGENT
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

\n

UI name: Non-Productive Time\n

\n
\n
SUM_ONLINE_TIME_AGENT
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

\n

UI name: Online time\n

\n
\n
SUM_RETRY_CALLBACK_ATTEMPTS
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect

\n

UI name: Callback attempts\n

\n
\n
", + "smithy.api#documentation": "

The metrics to retrieve. Specify the name, groupings, and filters for each metric. The\n following historical metrics are available. For a description of each metric, see Historical metrics definitions in the Amazon Connect Administrator\n Guide.

\n
\n
ABANDONMENT_RATE
\n
\n

Unit: Percent

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Abandonment rate\n

\n
\n
AGENT_ADHERENT_TIME
\n
\n

This metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.

\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

\n

UI name: Adherent time\n

\n
\n
AGENT_ANSWER_RATE
\n
\n

Unit: Percent

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

\n

UI name: Agent answer rate\n

\n
\n
AGENT_NON_ADHERENT_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

\n

UI name: Non-adherent time\n

\n
\n
AGENT_NON_RESPONSE
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

\n

UI name: Agent\n non-response\n

\n
\n
AGENT_NON_RESPONSE_WITHOUT_CUSTOMER_ABANDONS
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

\n

Data for this metric is available starting from October 1, 2023 0:00:00 GMT.

\n

UI name: Agent non-response without customer abandons\n

\n
\n
AGENT_OCCUPANCY
\n
\n

Unit: Percentage

\n

Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

\n

UI name: Occupancy\n

\n
\n
AGENT_SCHEDULE_ADHERENCE
\n
\n

This metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.

\n

Unit: Percent

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

\n

UI name: Adherence\n

\n
\n
AGENT_SCHEDULED_TIME
\n
\n

This metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.

\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

\n

UI name: Scheduled time\n

\n
\n
AVG_ABANDON_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average queue abandon time\n

\n
\n
AVG_ACTIVE_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: Average active time\n

\n
\n
AVG_AFTER_CONTACT_WORK_TIME
\n
\n

Unit: Seconds

\n

Valid metric filter key: INITIATION_METHOD\n

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average after contact work time\n

\n \n

Feature is a valid filter but not a valid grouping.

\n \n
\n
AVG_AGENT_CONNECTING_TIME
\n
\n

Unit: Seconds

\n

Valid metric filter key: INITIATION_METHOD. For now, this metric only\n supports the following as INITIATION_METHOD: INBOUND |\n OUTBOUND | CALLBACK | API\n

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

\n

UI name: Average agent API connecting time\n

\n \n

The Negate key in Metric Level Filters is not applicable for this\n metric.

\n \n
\n
AVG_AGENT_PAUSE_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: Average agent pause time\n

\n
\n
AVG_CASE_RELATED_CONTACTS
\n
\n

Unit: Count

\n

Required filter key: CASE_TEMPLATE_ARN

\n

Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

\n

UI name: Average contacts per case\n

\n
\n
AVG_CASE_RESOLUTION_TIME
\n
\n

Unit: Seconds

\n

Required filter key: CASE_TEMPLATE_ARN

\n

Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

\n

UI name: Average case resolution time\n

\n
\n
AVG_CONTACT_DURATION
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average contact duration\n

\n \n

Feature is a valid filter but not a valid grouping.

\n \n
\n
AVG_CONVERSATION_DURATION
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average conversation duration\n

\n
\n
AVG_DIALS_PER_MINUTE
\n
\n

This metric is available only for contacts analyzed by outbound campaigns\n analytics.

\n

Unit: Count

\n

Valid groupings and filters: Campaign, Agent, Queue, Routing Profile

\n

UI name: Average dials per minute\n

\n
\n
AVG_FLOW_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows\n resource ID, Initiation method, Resource published timestamp

\n

UI name: Average flow time\n

\n
\n
AVG_GREETING_TIME_AGENT
\n
\n

This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average agent greeting time\n

\n
\n
AVG_HANDLE_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, RoutingStepExpression

\n

UI name: Average handle time\n

\n \n

Feature is a valid filter but not a valid grouping.

\n \n
\n
AVG_HOLD_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average customer hold time\n

\n \n

Feature is a valid filter but not a valid grouping.

\n \n
\n
AVG_HOLD_TIME_ALL_CONTACTS
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average customer hold time all contacts\n

\n
\n
AVG_HOLDS
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average holds\n

\n \n

Feature is a valid filter but not a valid grouping.

\n \n
\n
AVG_INTERACTION_AND_HOLD_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average agent interaction and customer hold time\n

\n
\n
AVG_INTERACTION_TIME
\n
\n

Unit: Seconds

\n

Valid metric filter key: INITIATION_METHOD\n

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average agent interaction time\n

\n \n

Feature is a valid filter but not a valid grouping.

\n \n
\n
AVG_INTERRUPTIONS_AGENT
\n
\n

This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average agent interruptions\n

\n
\n
AVG_INTERRUPTION_TIME_AGENT
\n
\n

This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average agent interruption time\n

\n
\n
AVG_NON_TALK_TIME
\n
\n

This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average non-talk time\n

\n
\n
AVG_QUEUE_ANSWER_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average queue answer time\n

\n \n

Feature is a valid filter but not a valid grouping.

\n \n
\n
AVG_RESOLUTION_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect

\n

UI name: Average resolution time\n

\n
\n
AVG_TALK_TIME
\n
\n

This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average talk time\n

\n
\n
AVG_TALK_TIME_AGENT
\n
\n

This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average agent talk time\n

\n
\n
AVG_TALK_TIME_CUSTOMER
\n
\n

This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Average customer talk time\n

\n
\n
AVG_WAIT_TIME_AFTER_CUSTOMER_CONNECTION
\n
\n

This metric is available only for contacts analyzed by outbound campaigns\n analytics.

\n

Unit: Seconds

\n

Valid groupings and filters: Campaign

\n

UI name: Average wait time after customer connection\n

\n
\n
CAMPAIGN_CONTACTS_ABANDONED_AFTER_X
\n
\n

This metric is available only for contacts analyzed by outbound campaigns\n analytics.

\n

Unit: Count

\n

Valid groupings and filters: Campaign, Agent

\n

Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter GT (for\n Greater than).

\n

UI name: Campaign contacts abandoned after X\n

\n
\n
CAMPAIGN_CONTACTS_ABANDONED_AFTER_X_RATE
\n
\n

This metric is available only for contacts analyzed by outbound campaigns\n analytics.

\n

Unit: Percent

\n

Valid groupings and filters: Campaign, Agent

\n

Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter GT (for\n Greater than).

\n

UI name: Campaign contacts abandoned after X rate\n

\n
\n
CASES_CREATED
\n
\n

Unit: Count

\n

Required filter key: CASE_TEMPLATE_ARN

\n

Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

\n

UI name: Cases created\n

\n
\n
CONTACTS_CREATED
\n
\n

Unit: Count

\n

Valid metric filter key: INITIATION_METHOD\n

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Contacts created\n

\n \n

Feature is a valid filter but not a valid grouping.

\n \n
\n
CONTACTS_HANDLED
\n
\n

Unit: Count

\n

Valid metric filter key: INITIATION_METHOD,\n DISCONNECT_REASON\n

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect

\n

UI name: API contacts handled\n

\n \n

Feature is a valid filter but not a valid grouping.

\n \n
\n
CONTACTS_HANDLED_BY_CONNECTED_TO_AGENT
\n
\n

Unit: Count

\n

Valid metric filter key: INITIATION_METHOD\n

\n

Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Contacts handled (connected to agent timestamp)\n

\n
\n
CONTACTS_HOLD_ABANDONS
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Contacts hold disconnect\n

\n
\n
CONTACTS_ON_HOLD_AGENT_DISCONNECT
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: Contacts hold agent disconnect\n

\n
\n
CONTACTS_ON_HOLD_CUSTOMER_DISCONNECT
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: Contacts hold customer disconnect\n

\n
\n
CONTACTS_PUT_ON_HOLD
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: Contacts put on hold\n

\n
\n
CONTACTS_TRANSFERRED_OUT_EXTERNAL
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: Contacts transferred out external\n

\n
\n
CONTACTS_TRANSFERRED_OUT_INTERNAL
\n
\n

Unit: Percent

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: Contacts transferred out internal\n

\n
\n
CONTACTS_QUEUED
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Contacts queued\n

\n
\n
CONTACTS_QUEUED_BY_ENQUEUE
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

\n

UI name: Contacts queued (enqueue timestamp)\n

\n
\n
CONTACTS_REMOVED_FROM_QUEUE_IN_X
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Q in Connect

\n

Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").

\n

UI name: Contacts removed from queue in X seconds\n

\n
\n
CONTACTS_RESOLVED_IN_X
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect

\n

Threshold: For ThresholdValue enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").

\n

UI name: Contacts resolved in X\n

\n
\n
CONTACTS_TRANSFERRED_OUT
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Contacts transferred out\n

\n \n

Feature is a valid filter but not a valid grouping.

\n \n
\n
CONTACTS_TRANSFERRED_OUT_BY_AGENT
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Contacts transferred out by agent\n

\n
\n
CONTACTS_TRANSFERRED_OUT_FROM_QUEUE
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Contacts transferred out queue\n

\n
\n
CURRENT_CASES
\n
\n

Unit: Count

\n

Required filter key: CASE_TEMPLATE_ARN

\n

Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

\n

UI name: Current cases\n

\n
\n
DELIVERY_ATTEMPTS
\n
\n

This metric is available only for contacts analyzed by outbound campaigns\n analytics.

\n

Unit: Count

\n

Valid metric filter key: ANSWERING_MACHINE_DETECTION_STATUS,\n DISCONNECT_REASON\n

\n

Valid groupings and filters: Campaign, Agent, Queue, Routing Profile, Answering Machine Detection Status,\n Disconnect Reason

\n

UI name: Delivery attempts\n

\n
\n
DELIVERY_ATTEMPT_DISPOSITION_RATE
\n
\n

This metric is available only for contacts analyzed by outbound campaigns analytics, and\n with the answering machine detection enabled.

\n

Unit: Percent

\n

Valid metric filter key: ANSWERING_MACHINE_DETECTION_STATUS,\n DISCONNECT_REASON\n

\n

Valid groupings and filters: Campaign, Agent, Answering Machine Detection Status, Disconnect Reason

\n \n

Answering Machine Detection Status and Disconnect Reason are valid filters but not valid\n groupings.

\n \n

UI name: Delivery attempt disposition rate\n

\n
\n
FLOWS_OUTCOME
\n
\n

Unit: Count

\n

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows\n resource ID, Initiation method, Resource published timestamp

\n

UI name: Flows outcome\n

\n
\n
FLOWS_STARTED
\n
\n

Unit: Count

\n

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows resource ID, Initiation method, Resource published timestamp

\n

UI name: Flows started\n

\n
\n
HUMAN_ANSWERED_CALLS
\n
\n

This metric is available only for contacts analyzed by outbound campaigns analytics, and\n with the answering machine detection enabled.

\n

Unit: Count

\n

Valid groupings and filters: Campaign, Agent

\n

UI name: Human answered\n

\n
\n
MAX_FLOW_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows\n resource ID, Initiation method, Resource published timestamp

\n

UI name: Maximum flow time\n

\n
\n
MAX_QUEUED_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Maximum queued time\n

\n
\n
MIN_FLOW_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows\n resource ID, Initiation method, Resource published timestamp

\n

UI name: Minimum flow time\n

\n
\n
PERCENT_CASES_FIRST_CONTACT_RESOLVED
\n
\n

Unit: Percent

\n

Required filter key: CASE_TEMPLATE_ARN

\n

Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

\n

UI name: Cases resolved on first contact\n

\n
\n
PERCENT_CONTACTS_STEP_EXPIRED
\n
\n

Unit: Percent

\n

Valid groupings and filters: Queue, RoutingStepExpression

\n

UI name: This metric is available in Real-time Metrics UI but not on the Historical\n Metrics UI.

\n
\n
PERCENT_CONTACTS_STEP_JOINED
\n
\n

Unit: Percent

\n

Valid groupings and filters: Queue, RoutingStepExpression

\n

UI name: This metric is available in Real-time Metrics UI but not on the Historical\n Metrics UI.

\n
\n
PERCENT_FLOWS_OUTCOME
\n
\n

Unit: Percent

\n

Valid metric filter key: FLOWS_OUTCOME_TYPE\n

\n

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows\n resource ID, Initiation method, Resource published timestamp

\n

UI name: Flows outcome percentage.

\n \n

The FLOWS_OUTCOME_TYPE is not a valid grouping.

\n \n
\n
PERCENT_NON_TALK_TIME
\n
\n

This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

\n

Unit: Percentage

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Non-talk\n time percent\n

\n
\n
PERCENT_TALK_TIME
\n
\n

This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

\n

Unit: Percentage

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Talk time\n percent\n

\n
\n
PERCENT_TALK_TIME_AGENT
\n
\n

This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

\n

Unit: Percentage

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Agent\n talk time percent\n

\n
\n
PERCENT_TALK_TIME_CUSTOMER
\n
\n

This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

\n

Unit: Percentage

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Customer talk time percent\n

\n
\n
REOPENED_CASE_ACTIONS
\n
\n

Unit: Count

\n

Required filter key: CASE_TEMPLATE_ARN

\n

Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

\n

UI name: Cases reopened\n

\n
\n
RESOLVED_CASE_ACTIONS
\n
\n

Unit: Count

\n

Required filter key: CASE_TEMPLATE_ARN

\n

Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

\n

UI name: Cases resolved\n

\n
\n
SERVICE_LEVEL
\n
\n

You can include up to 20 SERVICE_LEVEL metrics in a request.

\n

Unit: Percent

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Q in Connect

\n

Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").

\n

UI name: Service level X\n

\n
\n
STEP_CONTACTS_QUEUED
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, RoutingStepExpression

\n

UI name: This metric is available in Real-time Metrics UI but not on the Historical\n Metrics UI.

\n
\n
SUM_AFTER_CONTACT_WORK_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: After\n contact work time\n

\n
\n
SUM_CONNECTING_TIME_AGENT
\n
\n

Unit: Seconds

\n

Valid metric filter key: INITIATION_METHOD. This metric only supports the\n following filter keys as INITIATION_METHOD: INBOUND |\n OUTBOUND | CALLBACK | API\n

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

\n

UI name: Agent API connecting time\n

\n \n

The Negate key in Metric Level Filters is not applicable for this\n metric.

\n \n
\n
CONTACTS_ABANDONED
\n
\n

Unit: Count

\n

Metric filter:

\n
    \n
  • \n

    Valid values: API| Incoming | Outbound |\n Transfer | Callback | Queue_Transfer|\n Disconnect\n

    \n
    • \n
\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect

\n

UI name: Contact abandoned\n

\n
\n
SUM_CONTACTS_ABANDONED_IN_X
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect

\n

Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").

\n

UI name: Contacts abandoned in X seconds\n

\n
\n
SUM_CONTACTS_ANSWERED_IN_X
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect

\n

Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").

\n

UI name: Contacts answered in X seconds\n

\n
\n
SUM_CONTACT_FLOW_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: Contact flow time\n

\n
\n
SUM_CONTACT_TIME_AGENT
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

\n

UI name: Agent on contact time\n

\n
\n
SUM_CONTACTS_DISCONNECTED
\n
\n

Valid metric filter key: DISCONNECT_REASON\n

\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

\n

UI name: Contact disconnected\n

\n
\n
SUM_ERROR_STATUS_TIME_AGENT
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

\n

UI name: Error status time\n

\n
\n
SUM_HANDLE_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: Contact handle time\n

\n
\n
SUM_HOLD_TIME
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: Customer hold time\n

\n
\n
SUM_IDLE_TIME_AGENT
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

\n

UI name: Agent idle time\n

\n
\n
SUM_INTERACTION_AND_HOLD_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

\n

UI name: Agent interaction and hold time\n

\n
\n
SUM_INTERACTION_TIME
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

\n

UI name: Agent interaction time\n

\n
\n
SUM_NON_PRODUCTIVE_TIME_AGENT
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

\n

UI name: Non-Productive Time\n

\n
\n
SUM_ONLINE_TIME_AGENT
\n
\n

Unit: Seconds

\n

Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

\n

UI name: Online time\n

\n
\n
SUM_RETRY_CALLBACK_ATTEMPTS
\n
\n

Unit: Count

\n

Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect

\n

UI name: Callback attempts\n

\n
\n
", "smithy.api#required": {} } }, @@ -17295,6 +17301,15 @@ "smithy.api#output": {} } }, + "com.amazonaws.connect#GlobalSignInEndpoint": { + "type": "string", + "traits": { + "smithy.api#length": { + "min": 1, + "max": 128 + } + } + }, "com.amazonaws.connect#Grouping": { "type": "enum", "members": { @@ -18651,6 +18666,47 @@ "smithy.api#pattern": "^(arn:(aws|aws-us-gov):connect:[a-z]{2}-[a-z]+-[0-9]{1}:[0-9]{1,20}:instance/)?[a-f0-9]{8}-[a-f0-9]{4}-[a-f0-9]{4}-[a-f0-9]{4}-[a-f0-9]{12}$" } }, + "com.amazonaws.connect#InstanceReplicationStatus": { + "type": "enum", + "members": { + "INSTANCE_REPLICATION_COMPLETE": { + "target": "smithy.api#Unit", + "traits": { + "smithy.api#enumValue": "INSTANCE_REPLICATION_COMPLETE" + } + }, + "INSTANCE_REPLICATION_IN_PROGRESS": { + "target": "smithy.api#Unit", + "traits": { + "smithy.api#enumValue": "INSTANCE_REPLICATION_IN_PROGRESS" + } + }, + "INSTANCE_REPLICATION_FAILED": { + "target": "smithy.api#Unit", + "traits": { + "smithy.api#enumValue": "INSTANCE_REPLICATION_FAILED" + } + }, + "INSTANCE_REPLICA_DELETING": { + "target": "smithy.api#Unit", + "traits": { + "smithy.api#enumValue": "INSTANCE_REPLICA_DELETING" + } + }, + "INSTANCE_REPLICATION_DELETION_FAILED": { + "target": "smithy.api#Unit", + "traits": { + "smithy.api#enumValue": "INSTANCE_REPLICATION_DELETION_FAILED" + } + }, + "RESOURCE_REPLICATION_NOT_STARTED": { + "target": "smithy.api#Unit", + "traits": { + "smithy.api#enumValue": "RESOURCE_REPLICATION_NOT_STARTED" + } + } + } + }, "com.amazonaws.connect#InstanceStatus": { "type": "enum", "members": { @@ -29185,6 +29241,79 @@ "smithy.api#output": {} } }, + "com.amazonaws.connect#ReplicationConfiguration": { + "type": "structure", + "members": { + "ReplicationStatusSummaryList": { + "target": "com.amazonaws.connect#ReplicationStatusSummaryList", + "traits": { + "smithy.api#documentation": "

A list of replication status summaries. The summaries contain details about the replication\n of configuration information for Amazon Connect resources, for each Amazon Web Services\n Region.

" + } + }, + "SourceRegion": { + "target": "com.amazonaws.connect#AwsRegion", + "traits": { + "smithy.api#documentation": "

The Amazon Web Services Region where the source Amazon Connect instance was created. This\n is the Region where the ReplicateInstance API was\n called to start the replication process.

" + } + }, + "GlobalSignInEndpoint": { + "target": "com.amazonaws.connect#GlobalSignInEndpoint", + "traits": { + "smithy.api#documentation": "

The URL that is used to sign-in to your Amazon Connect instance according to your\n traffic distribution group configuration. For more information about sign-in and traffic\n distribution groups, see Important things to\n know in the Create traffic distribution groups topic in the\n Amazon Connect Administrator Guide.

" + } + } + }, + "traits": { + "smithy.api#documentation": "

Details about the status of the replication of a source Amazon Connect instance across\n Amazon Web Services Regions. Use these details to understand the general status of a given\n replication. For information about why a replication process may fail, see Why a ReplicateInstance call fails in the Create a replica of your existing\n Amazon Connect instance topic in the Amazon Connect Administrator\n Guide.

" + } + }, + "com.amazonaws.connect#ReplicationStatusReason": { + "type": "string", + "traits": { + "smithy.api#length": { + "min": 0, + "max": 1024 + } + } + }, + "com.amazonaws.connect#ReplicationStatusSummary": { + "type": "structure", + "members": { + "Region": { + "target": "com.amazonaws.connect#AwsRegion", + "traits": { + "smithy.api#documentation": "

The Amazon Web Services Region. This can be either the source or the replica Region,\n depending where it appears in the summary list.

" + } + }, + "ReplicationStatus": { + "target": "com.amazonaws.connect#InstanceReplicationStatus", + "traits": { + "smithy.api#documentation": "

The state of the replication.

" + } + }, + "ReplicationStatusReason": { + "target": "com.amazonaws.connect#ReplicationStatusReason", + "traits": { + "smithy.api#documentation": "

A description of the replication status. Use this information to resolve any issues that are\n preventing the successful replication of your Amazon Connect instance to another\n Region.

" + } + } + }, + "traits": { + "smithy.api#documentation": "

Status information about the replication process, where you use the ReplicateInstance API to create a replica of your Amazon Connect instance in\n another Amazon Web Services Region. For more information, see Set up Amazon Connect\n Global Resiliency in the Amazon Connect Administrator Guide.\n

" + } + }, + "com.amazonaws.connect#ReplicationStatusSummaryList": { + "type": "list", + "member": { + "target": "com.amazonaws.connect#ReplicationStatusSummary" + }, + "traits": { + "smithy.api#length": { + "min": 0, + "max": 11 + } + } + }, "com.amazonaws.connect#RequestIdentifier": { "type": "string", "traits": { @@ -29543,7 +29672,7 @@ "Steps": { "target": "com.amazonaws.connect#RoutingCriteriaInputSteps", "traits": { - "smithy.api#documentation": "

When Amazon Connect does not find an available agent meeting the requirements in a step for\u2028 \n a given step duration, the routing criteria will move on to the next step sequentially until a\u2028 \n join is completed with an agent. When all steps are exhausted, the contact will be offered to any agent \n in the queue.

" + "smithy.api#documentation": "

When Amazon Connect does not find an available agent meeting the requirements in a step\n for\u2028 a given step duration, the routing criteria will move on to the next step sequentially until\n a\u2028 join is completed with an agent. When all steps are exhausted, the contact will be offered to\n any agent in the queue.

" } } }, @@ -29568,7 +29697,7 @@ } }, "traits": { - "smithy.api#documentation": "

Step defines the list of agents to be routed or route based on the agent requirements such as ProficiencyLevel, \n Name, or Value.

" + "smithy.api#documentation": "

Step defines the list of agents to be routed or route based on the agent requirements such\n as ProficiencyLevel, Name, or Value.

" } }, "com.amazonaws.connect#RoutingCriteriaInputStepExpiry": { @@ -29577,12 +29706,12 @@ "DurationInSeconds": { "target": "com.amazonaws.connect#DurationInSeconds", "traits": { - "smithy.api#documentation": "

The number of seconds that the contact will be routed only to agents matching this routing\u2028 step, if expiry \n was configured for this routing step.

" + "smithy.api#documentation": "

The number of seconds that the contact will be routed only to agents matching this routing\u2028\n step, if expiry was configured for this routing step.

" } } }, "traits": { - "smithy.api#documentation": "

Specify whether this routing criteria step should apply for only a limited amount of time,\u2028 or if it should \n never expire.

" + "smithy.api#documentation": "

Specify whether this routing criteria step should apply for only a limited amount of time,\u2028\n or if it should never expire.

" } }, "com.amazonaws.connect#RoutingCriteriaInputSteps": {