Creates a prompt. For more information about prompts, such as supported file types and - * maximum length, see Create prompts in the Amazon Connect Administrator's + * maximum length, see Create prompts in the Amazon Connect Administrator * Guide.
* @example * Use a bare-bones client and the command you need to make an API call. diff --git a/clients/client-connect/src/commands/GetMetricDataV2Command.ts b/clients/client-connect/src/commands/GetMetricDataV2Command.ts index f9967182c9df..7a4476d3b8a9 100644 --- a/clients/client-connect/src/commands/GetMetricDataV2Command.ts +++ b/clients/client-connect/src/commands/GetMetricDataV2Command.ts @@ -35,7 +35,7 @@ export interface GetMetricDataV2CommandOutput extends GetMetricDataV2Response, _ * hierarchy levels. It can retrieve historical data for the last 3 months, at varying intervals. *For a description of the historical metrics that are supported by
* GetMetricDataV2 and GetMetricData, see Historical metrics
- * definitions in the Amazon Connect Administrator's Guide.
Indicates the flow status as either SAVED or PUBLISHED. The
- * PUBLISHED status will initiate validation on the content. the SAVED
+ * PUBLISHED status will initiate validation on the content. the SAVED
* status does not initiate validation of the content. SAVED |
* PUBLISHED.
The key to use for filtering data.
*Valid metric filter keys: INITIATION_METHOD, DISCONNECT_REASON.
* These are the same values as the InitiationMethod and DisconnectReason
- * in the contact record. For more information, see ContactTraceRecord in the Amazon Connect Administrator's
- * Guide.
The filters to apply to returned metrics. You can filter on the following resources:
*Queues
+ *Agents
*Routing profiles
+ *Channels
*Agents
+ *Feature
*Channels
+ *Queues
*User hierarchy groups
+ *Routing profiles
*Feature
+ *Routing step expression
*Routing step expression
+ *User hierarchy groups
*At least one filter must be passed from queues, routing profiles, agents, or user hierarchy * groups.
*To filter by phone number, see Create a historical - * metrics report in the Amazon Connect Administrator's + * metrics report in the Amazon Connect Administrator * Guide.
*Note the following limits:
*
* Filter keys: A maximum of 5 filter keys are supported in
- * a single request. Valid filter keys: QUEUE | ROUTING_PROFILE |
- * AGENT | CHANNEL | AGENT_HIERARCHY_LEVEL_ONE |
- * AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE |
- * AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE |
- * FEATURE | CASE_TEMPLATE_ARN | CASE_STATUS |
- * contact/segmentAttributes/connect:Subtype | ROUTING_STEP_EXPRESSION
- * | Q_CONNECT_ENABLED
- *
AGENT |
+ * AGENT_HIERARCHY_LEVEL_ONE | AGENT_HIERARCHY_LEVEL_TWO |
+ * AGENT_HIERARCHY_LEVEL_THREE | AGENT_HIERARCHY_LEVEL_FOUR |
+ * AGENT_HIERARCHY_LEVEL_FIVE | CASE_TEMPLATE_ARN |
+ * CASE_STATUS | CHANNEL |
+ * contact/segmentAttributes/connect:Subtype | FEATURE |
+ * FLOW_TYPE | FLOWS_NEXT_RESOURCE_ID |
+ * FLOWS_NEXT_RESOURCE_QUEUE_ID | FLOWS_OUTCOME_TYPE |
+ * FLOWS_RESOURCE_ID | INITIATION_METHOD |
+ * RESOURCE_PUBLISHED_TIMESTAMP | ROUTING_PROFILE |
+ * ROUTING_STEP_EXPRESSION | QUEUE | Q_CONNECT_ENABLED |
+ *
* @@ -4188,13 +4192,15 @@ export interface GetMetricDataV2Request { * by queue, the metrics returned are grouped by queue. The values that are returned apply to the * metrics for each queue. They are not aggregated for all queues.
*If no grouping is specified, a summary of all metrics is returned.
- *Valid grouping keys: QUEUE | ROUTING_PROFILE | AGENT
- * | CHANNEL | AGENT_HIERARCHY_LEVEL_ONE |
+ *
Valid grouping keys: AGENT | AGENT_HIERARCHY_LEVEL_ONE |
* AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE |
* AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE |
- * CASE_TEMPLATE_ARN | CASE_STATUS |
- * contact/segmentAttributes/connect:Subtype | ROUTING_STEP_EXPRESSION |
- * Q_CONNECT_ENABLED
+ * CASE_TEMPLATE_ARN | CASE_STATUS | CHANNEL |
+ * contact/segmentAttributes/connect:Subtype | FLOWS_RESOURCE_ID |
+ * FLOWS_MODULE_RESOURCE_ID | FLOW_TYPE | FLOWS_OUTCOME_TYPE
+ * | INITIATION_METHOD | Q_CONNECT_ENABLED | QUEUE |
+ * RESOURCE_PUBLISHED_TIMESTAMP | ROUTING_PROFILE |
+ * ROUTING_STEP_EXPRESSION
*
The metrics to retrieve. Specify the name, groupings, and filters for each metric. The - * following historical metrics are available. For a description of each metric, see Historical metrics definitions in the Amazon Connect Administrator's + * following historical metrics are available. For a description of each metric, see Historical metrics definitions in the Amazon Connect Administrator * Guide.
*UI name: Average conversation duration *
* + *Unit: Seconds
+ *Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module + * resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows + * resource ID, Initiation method, Resource published timestamp
+ *UI name: Average flow time + *
+ *This metric is available only for contacts analyzed by Contact Lens conversational @@ -4521,11 +4536,42 @@ export interface GetMetricDataV2Request { *
Unit: Count
+ *Metric filter:
+ *Valid values: API| Incoming | Outbound |
+ * Transfer | Callback | Queue_Transfer|
+ * Disconnect
+ *
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, * contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect
*UI name: Contact abandoned *
*Unit: Count
+ *Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, + * Q in Connect
+ *Threshold: For ThresholdValue, enter any whole number from 1 to 604800
+ * (inclusive), in seconds. For Comparison, you must enter LT (for
+ * "Less than").
UI name: Contacts abandoned in X seconds + *
+ *Unit: Count
+ *Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, + * Q in Connect
+ *Threshold: For ThresholdValue, enter any whole number from 1 to 604800
+ * (inclusive), in seconds. For Comparison, you must enter LT (for
+ * "Less than").
UI name: Contacts answered in X seconds + *
+ *Unit: Count
@@ -4668,6 +4714,32 @@ export interface GetMetricDataV2Request { *UI name: Current cases *
*Unit: Count
+ *Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module + * resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows + * resource ID, Initiation method, Resource published timestamp
+ *UI name: Flows outcome + *
+ *Unit: Count
+ *Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module + * resource ID, Flows resource ID, Initiation method, Resource published timestamp
+ *UI name: Flows started + *
+ *Unit: Seconds
+ *Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module + * resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows + * resource ID, Initiation method, Resource published timestamp
+ *UI name: Maximum flow time + *
+ *Unit: Seconds
@@ -4676,6 +4748,15 @@ export interface GetMetricDataV2Request { *UI name: Maximum queued time *
*Unit: Seconds
+ *Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module + * resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows + * resource ID, Initiation method, Resource published timestamp
+ *UI name: Minimum flow time + *
+ *Unit: Percent
@@ -4696,6 +4777,19 @@ export interface GetMetricDataV2Request { *Valid groupings and filters: Queue, RoutingStepExpression
*UI name: Not available
*Unit: Percent
+ *Valid metric filter key: FLOWS_OUTCOME_TYPE
+ *
Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module + * resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows + * resource ID, Initiation method, Resource published timestamp
+ *UI name: Flows outcome percentage.
+ *The FLOWS_OUTCOME_TYPE is not a valid grouping.
This metric is available only for contacts analyzed by Contact Lens conversational @@ -4809,28 +4903,6 @@ export interface GetMetricDataV2Request { *
UI name: Agent on contact time *
*Unit: Count
- *Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, - * Q in Connect
- *Threshold: For ThresholdValue, enter any whole number from 1 to 604800
- * (inclusive), in seconds. For Comparison, you must enter LT (for
- * "Less than").
UI name: Contacts answered in X seconds - *
- *Unit: Count
- *Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, - * Q in Connect
- *Threshold: For ThresholdValue, enter any whole number from 1 to 604800
- * (inclusive), in seconds. For Comparison, you must enter LT (for
- * "Less than").
UI name: Contacts abandoned in X seconds - *
- *Valid metric filter key: DISCONNECT_REASON
diff --git a/codegen/sdk-codegen/aws-models/connect.json b/codegen/sdk-codegen/aws-models/connect.json
index a8291c355474..bf02e13aca91 100644
--- a/codegen/sdk-codegen/aws-models/connect.json
+++ b/codegen/sdk-codegen/aws-models/connect.json
@@ -6276,7 +6276,7 @@
"Status": {
"target": "com.amazonaws.connect#ContactFlowStatus",
"traits": {
- "smithy.api#documentation": "
Indicates the flow status as either SAVED or PUBLISHED. The\n PUBLISHED status will initiate validation on the content. the SAVED\n status does not initiate validation of the content. SAVED |\n PUBLISHED.
Indicates the flow status as either SAVED or PUBLISHED. The\n PUBLISHED status will initiate validation on the content. the SAVED\n status does not initiate validation of the content. SAVED |\n PUBLISHED.
Creates a prompt. For more information about prompts, such as supported file types and\n maximum length, see Create prompts in the Amazon Connect Administrator's\n Guide.
", + "smithy.api#documentation": "Creates a prompt. For more information about prompts, such as supported file types and\n maximum length, see Create prompts in the Amazon Connect Administrator\n Guide.
", "smithy.api#http": { "method": "PUT", "uri": "/prompts/{InstanceId}", @@ -16055,7 +16055,7 @@ } ], "traits": { - "smithy.api#documentation": "Gets metric data from the specified Amazon Connect instance.
\n\n GetMetricDataV2 offers more features than GetMetricData, the previous\n version of this API. It has new metrics, offers filtering at a metric level, and offers the\n ability to filter and group data by channels, queues, routing profiles, agents, and agent\n hierarchy levels. It can retrieve historical data for the last 3 months, at varying intervals.
For a description of the historical metrics that are supported by\n GetMetricDataV2 and GetMetricData, see Historical metrics\n definitions in the Amazon Connect Administrator's Guide.
Gets metric data from the specified Amazon Connect instance.
\n\n GetMetricDataV2 offers more features than GetMetricData, the previous\n version of this API. It has new metrics, offers filtering at a metric level, and offers the\n ability to filter and group data by channels, queues, routing profiles, agents, and agent\n hierarchy levels. It can retrieve historical data for the last 3 months, at varying intervals.
For a description of the historical metrics that are supported by\n GetMetricDataV2 and GetMetricData, see Historical metrics\n definitions in the Amazon Connect Administrator Guide.
The filters to apply to returned metrics. You can filter on the following resources:
\nQueues
\nRouting profiles
\nAgents
\nChannels
\nUser hierarchy groups
\nFeature
\nRouting step expression
\nAt least one filter must be passed from queues, routing profiles, agents, or user hierarchy\n groups.
\nTo filter by phone number, see Create a historical\n metrics report in the Amazon Connect Administrator's\n Guide.
\nNote the following limits:
\n\n Filter keys: A maximum of 5 filter keys are supported in\n a single request. Valid filter keys: QUEUE | ROUTING_PROFILE |\n AGENT | CHANNEL | AGENT_HIERARCHY_LEVEL_ONE |\n AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE |\n AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE |\n FEATURE | CASE_TEMPLATE_ARN | CASE_STATUS |\n contact/segmentAttributes/connect:Subtype | ROUTING_STEP_EXPRESSION\n | Q_CONNECT_ENABLED\n
\n Filter values: A maximum of 100 filter values are\n supported in a single request. VOICE, CHAT, and TASK are valid filterValue for the\n CHANNEL filter key. They do not count towards limitation of 100 filter values. For example, a\n GetMetricDataV2 request can filter by 50 queues, 35 agents, and 15 routing profiles for a total\n of 100 filter values, along with 3 channel filters.
\n contact_lens_conversational_analytics is a valid filterValue for the\n FEATURE filter key. It is available only to contacts analyzed by Contact Lens\n conversational analytics.
\n connect:Chat, connect:SMS, connect:Telephony, and\n connect:WebRTC are valid filterValue examples (not exhaustive) for\n the contact/segmentAttributes/connect:Subtype filter key.
\n ROUTING_STEP_EXPRESSION is a valid filter key with a filter value up to 3000\n length. This filter is case and order sensitive. JSON string fields must be sorted in ascending\n order and JSON array order should be kept as is.
\n Q_CONNECT_ENABLED. TRUE and FALSE are the only valid filterValues for the\n Q_CONNECT_ENABLED filter key.
TRUE includes all contacts that had Amazon Q in Connect enabled as part of the flow.
\nFALSE includes all contacts that did not have Amazon Q in Connect enabled as part of the flow
\nThis filter is available only for contact record-driven metrics.
\nThe filters to apply to returned metrics. You can filter on the following resources:
\nAgents
\nChannels
\nFeature
\nQueues
\nRouting profiles
\nRouting step expression
\nUser hierarchy groups
\nAt least one filter must be passed from queues, routing profiles, agents, or user hierarchy\n groups.
\nTo filter by phone number, see Create a historical\n metrics report in the Amazon Connect Administrator\n Guide.
\nNote the following limits:
\n\n Filter keys: A maximum of 5 filter keys are supported in\n a single request. Valid filter keys: AGENT |\n AGENT_HIERARCHY_LEVEL_ONE | AGENT_HIERARCHY_LEVEL_TWO |\n AGENT_HIERARCHY_LEVEL_THREE | AGENT_HIERARCHY_LEVEL_FOUR |\n AGENT_HIERARCHY_LEVEL_FIVE | CASE_TEMPLATE_ARN |\n CASE_STATUS | CHANNEL |\n contact/segmentAttributes/connect:Subtype | FEATURE |\n FLOW_TYPE | FLOWS_NEXT_RESOURCE_ID |\n FLOWS_NEXT_RESOURCE_QUEUE_ID | FLOWS_OUTCOME_TYPE |\n FLOWS_RESOURCE_ID | INITIATION_METHOD |\n RESOURCE_PUBLISHED_TIMESTAMP | ROUTING_PROFILE |\n ROUTING_STEP_EXPRESSION | QUEUE | Q_CONNECT_ENABLED |\n
\n Filter values: A maximum of 100 filter values are\n supported in a single request. VOICE, CHAT, and TASK are valid filterValue for the\n CHANNEL filter key. They do not count towards limitation of 100 filter values. For example, a\n GetMetricDataV2 request can filter by 50 queues, 35 agents, and 15 routing profiles for a total\n of 100 filter values, along with 3 channel filters.
\n contact_lens_conversational_analytics is a valid filterValue for the\n FEATURE filter key. It is available only to contacts analyzed by Contact Lens\n conversational analytics.
\n connect:Chat, connect:SMS, connect:Telephony, and\n connect:WebRTC are valid filterValue examples (not exhaustive) for\n the contact/segmentAttributes/connect:Subtype filter key.
\n ROUTING_STEP_EXPRESSION is a valid filter key with a filter value up to 3000\n length. This filter is case and order sensitive. JSON string fields must be sorted in ascending\n order and JSON array order should be kept as is.
\n Q_CONNECT_ENABLED. TRUE and FALSE are the only valid filterValues for the\n Q_CONNECT_ENABLED filter key.
TRUE includes all contacts that had Amazon Q in Connect enabled as part of the flow.
\nFALSE includes all contacts that did not have Amazon Q in Connect enabled as part of the flow
\nThis filter is available only for contact record-driven metrics.
\nThe grouping applied to the metrics that are returned. For example, when results are grouped\n by queue, the metrics returned are grouped by queue. The values that are returned apply to the\n metrics for each queue. They are not aggregated for all queues.
\nIf no grouping is specified, a summary of all metrics is returned.
\nValid grouping keys: QUEUE | ROUTING_PROFILE | AGENT\n | CHANNEL | AGENT_HIERARCHY_LEVEL_ONE |\n AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE |\n AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE |\n CASE_TEMPLATE_ARN | CASE_STATUS |\n contact/segmentAttributes/connect:Subtype | ROUTING_STEP_EXPRESSION |\n Q_CONNECT_ENABLED\n
The grouping applied to the metrics that are returned. For example, when results are grouped\n by queue, the metrics returned are grouped by queue. The values that are returned apply to the\n metrics for each queue. They are not aggregated for all queues.
\nIf no grouping is specified, a summary of all metrics is returned.
\nValid grouping keys: AGENT | AGENT_HIERARCHY_LEVEL_ONE |\n AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE |\n AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE |\n CASE_TEMPLATE_ARN | CASE_STATUS | CHANNEL |\n contact/segmentAttributes/connect:Subtype | FLOWS_RESOURCE_ID |\n FLOWS_MODULE_RESOURCE_ID | FLOW_TYPE | FLOWS_OUTCOME_TYPE\n | INITIATION_METHOD | Q_CONNECT_ENABLED | QUEUE |\n RESOURCE_PUBLISHED_TIMESTAMP | ROUTING_PROFILE |\n ROUTING_STEP_EXPRESSION\n
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's\n Guide.
\nUnit: Percent
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Abandonment rate\n
\nThis metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nUI name: Adherent time\n
\nUnit: Percent
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nUI name: Agent answer rate\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nUI name: Non-adherent time\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nUI name: Agent\n non-response\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nData for this metric is available starting from October 1, 2023 0:00:00 GMT.
\nUI name: Agent non-response without customer abandons\n
\nUnit: Percentage
\nValid groupings and filters: Routing Profile, Agent, Agent Hierarchy
\nUI name: Occupancy\n
\nThis metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.
\nUnit: Percent
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nUI name: Adherence\n
\nThis metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nUI name: Scheduled time\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average queue abandon time\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: Average active time\n
\nUnit: Seconds
\nValid metric filter key: INITIATION_METHOD\n
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average after contact work time\n
\nFeature is a valid filter but not a valid grouping.
\nUnit: Seconds
\nValid metric filter key: INITIATION_METHOD. For now, this metric only\n supports the following as INITIATION_METHOD: INBOUND |\n OUTBOUND | CALLBACK | API\n
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nUI name: Average agent API connecting time\n
\nThe Negate key in Metric Level Filters is not applicable for this\n metric.
Unit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: Average agent pause time\n
\nUnit: Count
\nRequired filter key: CASE_TEMPLATE_ARN
\nValid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
\nUI name: Average contacts per case\n
\nUnit: Seconds
\nRequired filter key: CASE_TEMPLATE_ARN
\nValid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
\nUI name: Average case resolution time\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average contact duration\n
\nFeature is a valid filter but not a valid grouping.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average conversation duration\n
\nThis metric is available only for contacts analyzed by Contact Lens conversational\n analytics.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average agent greeting time\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, RoutingStepExpression
\nUI name: Average handle time\n
\nFeature is a valid filter but not a valid grouping.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average customer hold time\n
\nFeature is a valid filter but not a valid grouping.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average customer hold time all contacts\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average holds\n
\nFeature is a valid filter but not a valid grouping.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\n \nUnit: Seconds
\nValid metric filter key: INITIATION_METHOD\n
Valid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average agent interaction time\n
\nFeature is a valid filter but not a valid grouping.
\nThis metric is available only for contacts analyzed by Contact Lens conversational\n analytics.
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average agent interruptions\n
\nThis metric is available only for contacts analyzed by Contact Lens conversational\n analytics.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average agent interruption time\n
\nThis metric is available only for contacts analyzed by Contact Lens conversational\n analytics.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average non-talk time\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average queue answer time\n
\nFeature is a valid filter but not a valid grouping.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect
\nUI name: Average resolution time\n
\nThis metric is available only for contacts analyzed by Contact Lens conversational\n analytics.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average talk time\n
\nThis metric is available only for contacts analyzed by Contact Lens conversational\n analytics.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average agent talk time\n
\nThis metric is available only for contacts analyzed by Contact Lens conversational\n analytics.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average customer talk time\n
\nUnit: Count
\nRequired filter key: CASE_TEMPLATE_ARN
\nValid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
\nUI name: Cases created\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect
\nUI name: Contact abandoned\n
\nUnit: Count
\nValid metric filter key: INITIATION_METHOD\n
Valid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Contacts created\n
\nFeature is a valid filter but not a valid grouping.
\nUnit: Count
\nValid metric filter key: INITIATION_METHOD,\n DISCONNECT_REASON\n
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect
\nUI name: API contacts handled\n
\nFeature is a valid filter but not a valid grouping.
\nUnit: Count
\nValid metric filter key: INITIATION_METHOD\n
Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\n \nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Contacts hold disconnect\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: Contacts hold agent disconnect\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: Contacts hold customer disconnect\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: Contacts put on hold\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: Contacts transferred out external\n
\nUnit: Percent
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: Contacts transferred out internal\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Contacts queued\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype
\nUI name: Contacts queued (enqueue timestamp)\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect
\nThreshold: For ThresholdValue enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").
UI name: Contacts resolved in X\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Contacts transferred out\n
\nFeature is a valid filter but not a valid grouping.
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Contacts transferred out by agent\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Contacts transferred out queue\n
\nUnit: Count
\nRequired filter key: CASE_TEMPLATE_ARN
\nValid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
\nUI name: Current cases\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Maximum queued time\n
\nUnit: Percent
\nRequired filter key: CASE_TEMPLATE_ARN
\nValid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
\nUI name: Cases resolved on first contact\n
\nUnit: Percent
\nValid groupings and filters: Queue, RoutingStepExpression
\nUI name: Not available
\nUnit: Percent
\nValid groupings and filters: Queue, RoutingStepExpression
\nUI name: Not available
\nThis metric is available only for contacts analyzed by Contact Lens conversational\n analytics.
\nUnit: Percentage
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Non-talk\n time percent\n
\nThis metric is available only for contacts analyzed by Contact Lens conversational\n analytics.
\nUnit: Percentage
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Talk time\n percent\n
\nThis metric is available only for contacts analyzed by Contact Lens conversational\n analytics.
\nUnit: Percentage
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Agent\n talk time percent\n
\nThis metric is available only for contacts analyzed by Contact Lens conversational\n analytics.
\nUnit: Percentage
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Customer talk time percent\n
\nUnit: Count
\nRequired filter key: CASE_TEMPLATE_ARN
\nValid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
\nUI name: Cases reopened\n
\nUnit: Count
\nRequired filter key: CASE_TEMPLATE_ARN
\nValid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
\nUI name: Cases resolved\n
\nYou can include up to 20 SERVICE_LEVEL metrics in a request.
\nUnit: Percent
\nValid groupings and filters: Queue, Channel, Routing Profile, Q in Connect
\nThreshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").
UI name: Service level X\n
\nUnit: Count
\nValid groupings and filters: Queue, RoutingStepExpression
\nUI name: Not available
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: After\n contact work time\n
\nUnit: Seconds
\nValid metric filter key: INITIATION_METHOD. This metric only supports the\n following filter keys as INITIATION_METHOD: INBOUND |\n OUTBOUND | CALLBACK | API\n
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nUI name: Agent API connecting time\n
\nThe Negate key in Metric Level Filters is not applicable for this\n metric.
Unit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: Contact flow time\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nUI name: Agent on contact time\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect
\nThreshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").
UI name: Contacts answered in X seconds\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect
\nThreshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").
UI name: Contacts abandoned in X seconds\n
\nValid metric filter key: DISCONNECT_REASON\n
Unit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Contact disconnected\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nUI name: Error status time\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: Contact handle time\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: Customer hold time\n
\nUnit: Seconds
\nValid groupings and filters: Routing Profile, Agent, Agent Hierarchy
\nUI name: Agent idle time\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: Agent interaction and hold time\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nUI name: Agent interaction time\n
\nUnit: Seconds
\nValid groupings and filters: Routing Profile, Agent, Agent Hierarchy
\nUI name: Non-Productive Time\n
\nUnit: Seconds
\nValid groupings and filters: Routing Profile, Agent, Agent Hierarchy
\nUI name: Online time\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect
\nUI name: Callback attempts\n
\nThe 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.
\nUnit: Percent
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Abandonment rate\n
\nThis metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nUI name: Adherent time\n
\nUnit: Percent
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nUI name: Agent answer rate\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nUI name: Non-adherent time\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nUI name: Agent\n non-response\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nData for this metric is available starting from October 1, 2023 0:00:00 GMT.
\nUI name: Agent non-response without customer abandons\n
\nUnit: Percentage
\nValid groupings and filters: Routing Profile, Agent, Agent Hierarchy
\nUI name: Occupancy\n
\nThis metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.
\nUnit: Percent
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nUI name: Adherence\n
\nThis metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nUI name: Scheduled time\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average queue abandon time\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: Average active time\n
\nUnit: Seconds
\nValid metric filter key: INITIATION_METHOD\n
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average after contact work time\n
\nFeature is a valid filter but not a valid grouping.
\nUnit: Seconds
\nValid metric filter key: INITIATION_METHOD. For now, this metric only\n supports the following as INITIATION_METHOD: INBOUND |\n OUTBOUND | CALLBACK | API\n
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nUI name: Average agent API connecting time\n
\nThe Negate key in Metric Level Filters is not applicable for this\n metric.
Unit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: Average agent pause time\n
\nUnit: Count
\nRequired filter key: CASE_TEMPLATE_ARN
\nValid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
\nUI name: Average contacts per case\n
\nUnit: Seconds
\nRequired filter key: CASE_TEMPLATE_ARN
\nValid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
\nUI name: Average case resolution time\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average contact duration\n
\nFeature is a valid filter but not a valid grouping.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average conversation duration\n
\nUnit: Seconds
\nValid 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
\nUI name: Average flow time\n
\nThis metric is available only for contacts analyzed by Contact Lens conversational\n analytics.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average agent greeting time\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, RoutingStepExpression
\nUI name: Average handle time\n
\nFeature is a valid filter but not a valid grouping.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average customer hold time\n
\nFeature is a valid filter but not a valid grouping.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average customer hold time all contacts\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average holds\n
\nFeature is a valid filter but not a valid grouping.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\n \nUnit: Seconds
\nValid metric filter key: INITIATION_METHOD\n
Valid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average agent interaction time\n
\nFeature is a valid filter but not a valid grouping.
\nThis metric is available only for contacts analyzed by Contact Lens conversational\n analytics.
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average agent interruptions\n
\nThis metric is available only for contacts analyzed by Contact Lens conversational\n analytics.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average agent interruption time\n
\nThis metric is available only for contacts analyzed by Contact Lens conversational\n analytics.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average non-talk time\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average queue answer time\n
\nFeature is a valid filter but not a valid grouping.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect
\nUI name: Average resolution time\n
\nThis metric is available only for contacts analyzed by Contact Lens conversational\n analytics.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average talk time\n
\nThis metric is available only for contacts analyzed by Contact Lens conversational\n analytics.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average agent talk time\n
\nThis metric is available only for contacts analyzed by Contact Lens conversational\n analytics.
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Average customer talk time\n
\nUnit: Count
\nRequired filter key: CASE_TEMPLATE_ARN
\nValid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
\nUI name: Cases created\n
\nUnit: Count
\nMetric filter:
\nValid values: API| Incoming | Outbound |\n Transfer | Callback | Queue_Transfer|\n Disconnect\n
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect
\nUI name: Contact abandoned\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect
\nThreshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").
UI name: Contacts abandoned in X seconds\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect
\nThreshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").
UI name: Contacts answered in X seconds\n
\nUnit: Count
\nValid metric filter key: INITIATION_METHOD\n
Valid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Contacts created\n
\nFeature is a valid filter but not a valid grouping.
\nUnit: Count
\nValid metric filter key: INITIATION_METHOD,\n DISCONNECT_REASON\n
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect
\nUI name: API contacts handled\n
\nFeature is a valid filter but not a valid grouping.
\nUnit: Count
\nValid metric filter key: INITIATION_METHOD\n
Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\n \nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Contacts hold disconnect\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: Contacts hold agent disconnect\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: Contacts hold customer disconnect\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: Contacts put on hold\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: Contacts transferred out external\n
\nUnit: Percent
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: Contacts transferred out internal\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Contacts queued\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype
\nUI name: Contacts queued (enqueue timestamp)\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect
\nThreshold: For ThresholdValue enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").
UI name: Contacts resolved in X\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Contacts transferred out\n
\nFeature is a valid filter but not a valid grouping.
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Contacts transferred out by agent\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Contacts transferred out queue\n
\nUnit: Count
\nRequired filter key: CASE_TEMPLATE_ARN
\nValid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
\nUI name: Current cases\n
\nUnit: Count
\nValid 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
\nUI name: Flows outcome\n
\nUnit: Count
\nValid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows resource ID, Initiation method, Resource published timestamp
\nUI name: Flows started\n
\nUnit: Seconds
\nValid 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
\nUI name: Maximum flow time\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Maximum queued time\n
\nUnit: Seconds
\nValid 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
\nUI name: Minimum flow time\n
\nUnit: Percent
\nRequired filter key: CASE_TEMPLATE_ARN
\nValid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
\nUI name: Cases resolved on first contact\n
\nUnit: Percent
\nValid groupings and filters: Queue, RoutingStepExpression
\nUI name: Not available
\nUnit: Percent
\nValid groupings and filters: Queue, RoutingStepExpression
\nUI name: Not available
\nUnit: Percent
\nValid metric filter key: FLOWS_OUTCOME_TYPE\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
\nUI name: Flows outcome percentage.
\nThe FLOWS_OUTCOME_TYPE is not a valid grouping.
This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.
\nUnit: Percentage
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Non-talk\n time percent\n
\nThis metric is available only for contacts analyzed by Contact Lens conversational\n analytics.
\nUnit: Percentage
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Talk time\n percent\n
\nThis metric is available only for contacts analyzed by Contact Lens conversational\n analytics.
\nUnit: Percentage
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Agent\n talk time percent\n
\nThis metric is available only for contacts analyzed by Contact Lens conversational\n analytics.
\nUnit: Percentage
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Customer talk time percent\n
\nUnit: Count
\nRequired filter key: CASE_TEMPLATE_ARN
\nValid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
\nUI name: Cases reopened\n
\nUnit: Count
\nRequired filter key: CASE_TEMPLATE_ARN
\nValid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
\nUI name: Cases resolved\n
\nYou can include up to 20 SERVICE_LEVEL metrics in a request.
\nUnit: Percent
\nValid groupings and filters: Queue, Channel, Routing Profile, Q in Connect
\nThreshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").
UI name: Service level X\n
\nUnit: Count
\nValid groupings and filters: Queue, RoutingStepExpression
\nUI name: Not available
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: After\n contact work time\n
\nUnit: Seconds
\nValid metric filter key: INITIATION_METHOD. This metric only supports the\n following filter keys as INITIATION_METHOD: INBOUND |\n OUTBOUND | CALLBACK | API\n
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nUI name: Agent API connecting time\n
\nThe Negate key in Metric Level Filters is not applicable for this\n metric.
Unit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: Contact flow time\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nUI name: Agent on contact time\n
\nValid metric filter key: DISCONNECT_REASON\n
Unit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect
\nUI name: Contact disconnected\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nUI name: Error status time\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: Contact handle time\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: Customer hold time\n
\nUnit: Seconds
\nValid groupings and filters: Routing Profile, Agent, Agent Hierarchy
\nUI name: Agent idle time\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
\nUI name: Agent interaction and hold time\n
\nUnit: Seconds
\nValid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
\nUI name: Agent interaction time\n
\nUnit: Seconds
\nValid groupings and filters: Routing Profile, Agent, Agent Hierarchy
\nUI name: Non-Productive Time\n
\nUnit: Seconds
\nValid groupings and filters: Routing Profile, Agent, Agent Hierarchy
\nUI name: Online time\n
\nUnit: Count
\nValid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect
\nUI name: Callback attempts\n
\nThe key to use for filtering data.
\nValid metric filter keys: INITIATION_METHOD, DISCONNECT_REASON.\n These are the same values as the InitiationMethod and DisconnectReason\n in the contact record. For more information, see ContactTraceRecord in the Amazon Connect Administrator's\n Guide.
The key to use for filtering data.
\nValid metric filter keys: INITIATION_METHOD, DISCONNECT_REASON.\n These are the same values as the InitiationMethod and DisconnectReason\n in the contact record. For more information, see ContactTraceRecord in the Amazon Connect Administrator Guide.\n