Package software.amazon.awssdk.services.connect.model

Interface GetMetricDataV2Request.Builder

All Superinterfaces:
AwsRequest.Builder, Buildable, ConnectRequest.Builder, CopyableBuilder<GetMetricDataV2Request.Builder,GetMetricDataV2Request>, SdkBuilder<GetMetricDataV2Request.Builder,GetMetricDataV2Request>, SdkPojo, SdkRequest.Builder
Enclosing class:
GetMetricDataV2Request
public static interface GetMetricDataV2Request.Builder extends ConnectRequest.Builder, SdkPojo, CopyableBuilder<GetMetricDataV2Request.Builder,GetMetricDataV2Request>

  • Method Details

    • resourceArn

      GetMetricDataV2Request.Builder resourceArn(String resourceArn)

      The Amazon Resource Name (ARN) of the resource. This includes the instanceId an Amazon Connect instance.

      Parameters:
      resourceArn - The Amazon Resource Name (ARN) of the resource. This includes the instanceId an Amazon Connect instance.
      Returns:
      Returns a reference to this object so that method calls can be chained together.

    • startTime

      GetMetricDataV2Request.Builder startTime(Instant startTime)

      The timestamp, in UNIX Epoch time format, at which to start the reporting interval for the retrieval of historical metrics data. The time must be before the end time timestamp. The start and end time depends on the IntervalPeriod selected. By default the time range between start and end time is 35 days. Historical metrics are available for 3 months.

      Parameters:
      startTime - The timestamp, in UNIX Epoch time format, at which to start the reporting interval for the retrieval of historical metrics data. The time must be before the end time timestamp. The start and end time depends on the IntervalPeriod selected. By default the time range between start and end time is 35 days. Historical metrics are available for 3 months.
      Returns:
      Returns a reference to this object so that method calls can be chained together.

    • endTime

      GetMetricDataV2Request.Builder endTime(Instant endTime)

      The timestamp, in UNIX Epoch time format, at which to end the reporting interval for the retrieval of historical metrics data. The time must be later than the start time timestamp. It cannot be later than the current timestamp.

      Parameters:
      endTime - The timestamp, in UNIX Epoch time format, at which to end the reporting interval for the retrieval of historical metrics data. The time must be later than the start time timestamp. It cannot be later than the current timestamp.
      Returns:
      Returns a reference to this object so that method calls can be chained together.

    • interval

      GetMetricDataV2Request.Builder interval(IntervalDetails interval)

      The interval period and timezone to apply to returned metrics.

      • IntervalPeriod: An aggregated grouping applied to request metrics. Valid IntervalPeriod values are: FIFTEEN_MIN | THIRTY_MIN | HOUR | DAY | WEEK | TOTAL.

        For example, if IntervalPeriod is selected THIRTY_MIN, StartTime and EndTime differs by 1 day, then Amazon Connect returns 48 results in the response. Each result is aggregated by the THIRTY_MIN period. By default Amazon Connect aggregates results based on the TOTAL interval period.

        The following list describes restrictions on StartTime and EndTime based on which IntervalPeriod is requested.

        • FIFTEEN_MIN: The difference between StartTime and EndTime must be less than 3 days.

        • THIRTY_MIN: The difference between StartTime and EndTime must be less than 3 days.

        • HOUR: The difference between StartTime and EndTime must be less than 3 days.

        • DAY: The difference between StartTime and EndTime must be less than 35 days.

        • WEEK: The difference between StartTime and EndTime must be less than 35 days.

        • TOTAL: The difference between StartTime and EndTime must be less than 35 days.

      • TimeZone: The timezone applied to requested metrics.

      Parameters:
      interval - The interval period and timezone to apply to returned metrics.

      • IntervalPeriod: An aggregated grouping applied to request metrics. Valid IntervalPeriod values are: FIFTEEN_MIN | THIRTY_MIN | HOUR | DAY | WEEK | TOTAL.

        For example, if IntervalPeriod is selected THIRTY_MIN, StartTime and EndTime differs by 1 day, then Amazon Connect returns 48 results in the response. Each result is aggregated by the THIRTY_MIN period. By default Amazon Connect aggregates results based on the TOTAL interval period.

        The following list describes restrictions on StartTime and EndTime based on which IntervalPeriod is requested.

        • FIFTEEN_MIN: The difference between StartTime and EndTime must be less than 3 days.

        • THIRTY_MIN: The difference between StartTime and EndTime must be less than 3 days.

        • HOUR: The difference between StartTime and EndTime must be less than 3 days.

        • DAY: The difference between StartTime and EndTime must be less than 35 days.

        • WEEK: The difference between StartTime and EndTime must be less than 35 days.

        • TOTAL: The difference between StartTime and EndTime must be less than 35 days.

      • TimeZone: The timezone applied to requested metrics.

      Returns:
      Returns a reference to this object so that method calls can be chained together.

    • interval

      default GetMetricDataV2Request.Builder interval(Consumer<IntervalDetails.Builder> interval)

      The interval period and timezone to apply to returned metrics.

      • IntervalPeriod: An aggregated grouping applied to request metrics. Valid IntervalPeriod values are: FIFTEEN_MIN | THIRTY_MIN | HOUR | DAY | WEEK | TOTAL.

        For example, if IntervalPeriod is selected THIRTY_MIN, StartTime and EndTime differs by 1 day, then Amazon Connect returns 48 results in the response. Each result is aggregated by the THIRTY_MIN period. By default Amazon Connect aggregates results based on the TOTAL interval period.

        The following list describes restrictions on StartTime and EndTime based on which IntervalPeriod is requested.

        • FIFTEEN_MIN: The difference between StartTime and EndTime must be less than 3 days.

        • THIRTY_MIN: The difference between StartTime and EndTime must be less than 3 days.

        • HOUR: The difference between StartTime and EndTime must be less than 3 days.

        • DAY: The difference between StartTime and EndTime must be less than 35 days.

        • WEEK: The difference between StartTime and EndTime must be less than 35 days.

        • TOTAL: The difference between StartTime and EndTime must be less than 35 days.

      • TimeZone: The timezone applied to requested metrics.

      This is a convenience method that creates an instance of the IntervalDetails.Builder avoiding the need to create one manually via IntervalDetails.builder().

      When the Consumer completes, SdkBuilder.build() is called immediately and its result is passed to interval(IntervalDetails).

      Parameters:
      interval - a consumer that will call methods on IntervalDetails.Builder
      Returns:
      Returns a reference to this object so that method calls can be chained together.
      See Also:

    • filters

      GetMetricDataV2Request.Builder filters(Collection<FilterV2> filters)

      The filters to apply to returned metrics. You can filter on the following resources:

      • Agents

      • Campaigns

      • Channels

      • Feature

      • Queues

      • Routing profiles

      • Routing step expression

      • User hierarchy groups

      At least one filter must be passed from queues, routing profiles, agents, or user hierarchy groups.

      For metrics for outbound campaigns analytics, you can also use campaigns to satisfy at least one filter requirement.

      To filter by phone number, see Create a historical 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: AGENT | AGENT_HIERARCHY_LEVEL_ONE | AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE | AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE | ANSWERING_MACHINE_DETECTION_STATUS | CAMPAIGN | CASE_TEMPLATE_ARN | CASE_STATUS | CHANNEL | contact/segmentAttributes/connect:Subtype | DISCONNECT_REASON | 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 |

      • Filter values: A maximum of 100 filter values are supported in a single request. VOICE, CHAT, and TASK are valid filterValue for the CHANNEL filter key. They do not count towards limitation of 100 filter values. For example, a GetMetricDataV2 request can filter by 50 queues, 35 agents, and 15 routing profiles for a total of 100 filter values, along with 3 channel filters.

        contact_lens_conversational_analytics is a valid filterValue for the FEATURE filter key. It is available only to contacts analyzed by Contact Lens conversational analytics.

        connect:Chat, connect:SMS, connect:Telephony, and connect:WebRTC are valid filterValue examples (not exhaustive) for the contact/segmentAttributes/connect:Subtype filter key.

        ROUTING_STEP_EXPRESSION is a valid filter key with a filter value up to 3000 length. This filter is case and order sensitive. JSON string fields must be sorted in ascending order and JSON array order should be kept as is.

        Q_CONNECT_ENABLED. TRUE and FALSE are the only valid filterValues for the Q_CONNECT_ENABLED filter key.

        • TRUE includes all contacts that had Amazon Q in Connect enabled as part of the flow.

        • FALSE includes all contacts that did not have Amazon Q in Connect enabled as part of the flow

        This filter is available only for contact record-driven metrics.

        Campaign ARNs are valid filterValues for the CAMPAIGN filter key.

      Parameters:
      filters - The filters to apply to returned metrics. You can filter on the following resources:

      • Agents

      • Campaigns

      • Channels

      • Feature

      • Queues

      • Routing profiles

      • Routing step expression

      • User hierarchy groups

      At least one filter must be passed from queues, routing profiles, agents, or user hierarchy groups.

      For metrics for outbound campaigns analytics, you can also use campaigns to satisfy at least one filter requirement.

      To filter by phone number, see Create a historical 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: AGENT | AGENT_HIERARCHY_LEVEL_ONE | AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE | AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE | ANSWERING_MACHINE_DETECTION_STATUS | CAMPAIGN | CASE_TEMPLATE_ARN | CASE_STATUS | CHANNEL | contact/segmentAttributes/connect:Subtype | DISCONNECT_REASON | 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 |

      • Filter values: A maximum of 100 filter values are supported in a single request. VOICE, CHAT, and TASK are valid filterValue for the CHANNEL filter key. They do not count towards limitation of 100 filter values. For example, a GetMetricDataV2 request can filter by 50 queues, 35 agents, and 15 routing profiles for a total of 100 filter values, along with 3 channel filters.

        contact_lens_conversational_analytics is a valid filterValue for the FEATURE filter key. It is available only to contacts analyzed by Contact Lens conversational analytics.

        connect:Chat, connect:SMS, connect:Telephony, and connect:WebRTC are valid filterValue examples (not exhaustive) for the contact/segmentAttributes/connect:Subtype filter key.

        ROUTING_STEP_EXPRESSION is a valid filter key with a filter value up to 3000 length. This filter is case and order sensitive. JSON string fields must be sorted in ascending order and JSON array order should be kept as is.

        Q_CONNECT_ENABLED. TRUE and FALSE are the only valid filterValues for the Q_CONNECT_ENABLED filter key.

        • TRUE includes all contacts that had Amazon Q in Connect enabled as part of the flow.

        • FALSE includes all contacts that did not have Amazon Q in Connect enabled as part of the flow

        This filter is available only for contact record-driven metrics.

        Campaign ARNs are valid filterValues for the CAMPAIGN filter key.

      Returns:
      Returns a reference to this object so that method calls can be chained together.

    • filters

      GetMetricDataV2Request.Builder filters(FilterV2... filters)

      The filters to apply to returned metrics. You can filter on the following resources:

      • Agents

      • Campaigns

      • Channels

      • Feature

      • Queues

      • Routing profiles

      • Routing step expression

      • User hierarchy groups

      At least one filter must be passed from queues, routing profiles, agents, or user hierarchy groups.

      For metrics for outbound campaigns analytics, you can also use campaigns to satisfy at least one filter requirement.

      To filter by phone number, see Create a historical 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: AGENT | AGENT_HIERARCHY_LEVEL_ONE | AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE | AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE | ANSWERING_MACHINE_DETECTION_STATUS | CAMPAIGN | CASE_TEMPLATE_ARN | CASE_STATUS | CHANNEL | contact/segmentAttributes/connect:Subtype | DISCONNECT_REASON | 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 |

      • Filter values: A maximum of 100 filter values are supported in a single request. VOICE, CHAT, and TASK are valid filterValue for the CHANNEL filter key. They do not count towards limitation of 100 filter values. For example, a GetMetricDataV2 request can filter by 50 queues, 35 agents, and 15 routing profiles for a total of 100 filter values, along with 3 channel filters.

        contact_lens_conversational_analytics is a valid filterValue for the FEATURE filter key. It is available only to contacts analyzed by Contact Lens conversational analytics.

        connect:Chat, connect:SMS, connect:Telephony, and connect:WebRTC are valid filterValue examples (not exhaustive) for the contact/segmentAttributes/connect:Subtype filter key.

        ROUTING_STEP_EXPRESSION is a valid filter key with a filter value up to 3000 length. This filter is case and order sensitive. JSON string fields must be sorted in ascending order and JSON array order should be kept as is.

        Q_CONNECT_ENABLED. TRUE and FALSE are the only valid filterValues for the Q_CONNECT_ENABLED filter key.

        • TRUE includes all contacts that had Amazon Q in Connect enabled as part of the flow.

        • FALSE includes all contacts that did not have Amazon Q in Connect enabled as part of the flow

        This filter is available only for contact record-driven metrics.

        Campaign ARNs are valid filterValues for the CAMPAIGN filter key.

      Parameters:
      filters - The filters to apply to returned metrics. You can filter on the following resources:

      • Agents

      • Campaigns

      • Channels

      • Feature

      • Queues

      • Routing profiles

      • Routing step expression

      • User hierarchy groups

      At least one filter must be passed from queues, routing profiles, agents, or user hierarchy groups.

      For metrics for outbound campaigns analytics, you can also use campaigns to satisfy at least one filter requirement.

      To filter by phone number, see Create a historical 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: AGENT | AGENT_HIERARCHY_LEVEL_ONE | AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE | AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE | ANSWERING_MACHINE_DETECTION_STATUS | CAMPAIGN | CASE_TEMPLATE_ARN | CASE_STATUS | CHANNEL | contact/segmentAttributes/connect:Subtype | DISCONNECT_REASON | 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 |

      • Filter values: A maximum of 100 filter values are supported in a single request. VOICE, CHAT, and TASK are valid filterValue for the CHANNEL filter key. They do not count towards limitation of 100 filter values. For example, a GetMetricDataV2 request can filter by 50 queues, 35 agents, and 15 routing profiles for a total of 100 filter values, along with 3 channel filters.

        contact_lens_conversational_analytics is a valid filterValue for the FEATURE filter key. It is available only to contacts analyzed by Contact Lens conversational analytics.

        connect:Chat, connect:SMS, connect:Telephony, and connect:WebRTC are valid filterValue examples (not exhaustive) for the contact/segmentAttributes/connect:Subtype filter key.

        ROUTING_STEP_EXPRESSION is a valid filter key with a filter value up to 3000 length. This filter is case and order sensitive. JSON string fields must be sorted in ascending order and JSON array order should be kept as is.

        Q_CONNECT_ENABLED. TRUE and FALSE are the only valid filterValues for the Q_CONNECT_ENABLED filter key.

        • TRUE includes all contacts that had Amazon Q in Connect enabled as part of the flow.

        • FALSE includes all contacts that did not have Amazon Q in Connect enabled as part of the flow

        This filter is available only for contact record-driven metrics.

        Campaign ARNs are valid filterValues for the CAMPAIGN filter key.

      Returns:
      Returns a reference to this object so that method calls can be chained together.

    • filters

      GetMetricDataV2Request.Builder filters(Consumer<FilterV2.Builder>... filters)

      The filters to apply to returned metrics. You can filter on the following resources:

      • Agents

      • Campaigns

      • Channels

      • Feature

      • Queues

      • Routing profiles

      • Routing step expression

      • User hierarchy groups

      At least one filter must be passed from queues, routing profiles, agents, or user hierarchy groups.

      For metrics for outbound campaigns analytics, you can also use campaigns to satisfy at least one filter requirement.

      To filter by phone number, see Create a historical 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: AGENT | AGENT_HIERARCHY_LEVEL_ONE | AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE | AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE | ANSWERING_MACHINE_DETECTION_STATUS | CAMPAIGN | CASE_TEMPLATE_ARN | CASE_STATUS | CHANNEL | contact/segmentAttributes/connect:Subtype | DISCONNECT_REASON | 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 |

      • Filter values: A maximum of 100 filter values are supported in a single request. VOICE, CHAT, and TASK are valid filterValue for the CHANNEL filter key. They do not count towards limitation of 100 filter values. For example, a GetMetricDataV2 request can filter by 50 queues, 35 agents, and 15 routing profiles for a total of 100 filter values, along with 3 channel filters.

        contact_lens_conversational_analytics is a valid filterValue for the FEATURE filter key. It is available only to contacts analyzed by Contact Lens conversational analytics.

        connect:Chat, connect:SMS, connect:Telephony, and connect:WebRTC are valid filterValue examples (not exhaustive) for the contact/segmentAttributes/connect:Subtype filter key.

        ROUTING_STEP_EXPRESSION is a valid filter key with a filter value up to 3000 length. This filter is case and order sensitive. JSON string fields must be sorted in ascending order and JSON array order should be kept as is.

        Q_CONNECT_ENABLED. TRUE and FALSE are the only valid filterValues for the Q_CONNECT_ENABLED filter key.

        • TRUE includes all contacts that had Amazon Q in Connect enabled as part of the flow.

        • FALSE includes all contacts that did not have Amazon Q in Connect enabled as part of the flow

        This filter is available only for contact record-driven metrics.

        Campaign ARNs are valid filterValues for the CAMPAIGN filter key.

      This is a convenience method that creates an instance of the FilterV2.Builder avoiding the need to create one manually via FilterV2.builder().

      When the Consumer completes, SdkBuilder.build() is called immediately and its result is passed to filters(List<FilterV2>).

      Parameters:
      filters - a consumer that will call methods on FilterV2.Builder
      Returns:
      Returns a reference to this object so that method calls can be chained together.
      See Also:

    • groupings

      GetMetricDataV2Request.Builder groupings(Collection<String> groupings)

      The grouping applied to the metrics that are returned. For example, when results are grouped 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: AGENT | AGENT_HIERARCHY_LEVEL_ONE | AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE | AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE | ANSWERING_MACHINE_DETECTION_STATUS | CAMPAIGN | CASE_TEMPLATE_ARN | CASE_STATUS | CHANNEL | contact/segmentAttributes/connect:Subtype | DISCONNECT_REASON | 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

      Parameters:
      groupings - The grouping applied to the metrics that are returned. For example, when results are grouped 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: AGENT | AGENT_HIERARCHY_LEVEL_ONE | AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE | AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE | ANSWERING_MACHINE_DETECTION_STATUS | CAMPAIGN | CASE_TEMPLATE_ARN | CASE_STATUS | CHANNEL | contact/segmentAttributes/connect:Subtype | DISCONNECT_REASON | 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

      Returns:
      Returns a reference to this object so that method calls can be chained together.

    • groupings

      GetMetricDataV2Request.Builder groupings(String... groupings)

      The grouping applied to the metrics that are returned. For example, when results are grouped 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: AGENT | AGENT_HIERARCHY_LEVEL_ONE | AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE | AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE | ANSWERING_MACHINE_DETECTION_STATUS | CAMPAIGN | CASE_TEMPLATE_ARN | CASE_STATUS | CHANNEL | contact/segmentAttributes/connect:Subtype | DISCONNECT_REASON | 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

      Parameters:
      groupings - The grouping applied to the metrics that are returned. For example, when results are grouped 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: AGENT | AGENT_HIERARCHY_LEVEL_ONE | AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE | AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE | ANSWERING_MACHINE_DETECTION_STATUS | CAMPAIGN | CASE_TEMPLATE_ARN | CASE_STATUS | CHANNEL | contact/segmentAttributes/connect:Subtype | DISCONNECT_REASON | 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

      Returns:
      Returns a reference to this object so that method calls can be chained together.

    • metrics

      GetMetricDataV2Request.Builder metrics(Collection<MetricV2> metrics)

      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 Guide.

      ABANDONMENT_RATE

      Unit: Percent

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

      UI name: Abandonment rate

      AGENT_ADHERENT_TIME

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

      Unit: Seconds

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

      UI name: Adherent time

      AGENT_ANSWER_RATE

      Unit: Percent

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

      UI name: Agent answer rate

      AGENT_NON_ADHERENT_TIME

      Unit: Seconds

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

      UI name: Non-adherent time

      AGENT_NON_RESPONSE

      Unit: Count

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

      UI name: Agent non-response

      AGENT_NON_RESPONSE_WITHOUT_CUSTOMER_ABANDONS

      Unit: Count

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

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

      UI name: Agent non-response without customer abandons

      AGENT_OCCUPANCY

      Unit: Percentage

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

      UI name: Occupancy

      AGENT_SCHEDULE_ADHERENCE

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

      Unit: Percent

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

      UI name: Adherence

      AGENT_SCHEDULED_TIME

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

      Unit: Seconds

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

      UI name: Scheduled time

      AVG_ABANDON_TIME

      Unit: Seconds

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

      UI name: Average queue abandon time

      AVG_ACTIVE_TIME

      Unit: Seconds

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

      UI name: Average active time

      AVG_AFTER_CONTACT_WORK_TIME

      Unit: Seconds

      Valid metric filter key: INITIATION_METHOD

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

      UI name: Average after contact work time

      Feature is a valid filter but not a valid grouping.

      AVG_AGENT_CONNECTING_TIME

      Unit: Seconds

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

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

      UI name: Average agent API connecting time

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

      AVG_AGENT_PAUSE_TIME

      Unit: Seconds

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

      UI name: Average agent pause time

      AVG_CASE_RELATED_CONTACTS

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Average contacts per case

      AVG_CASE_RESOLUTION_TIME

      Unit: Seconds

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Average case resolution time

      AVG_CONTACT_DURATION

      Unit: Seconds

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

      UI name: Average contact duration

      Feature is a valid filter but not a valid grouping.

      AVG_CONVERSATION_DURATION

      Unit: Seconds

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

      UI name: Average conversation duration

      AVG_DIALS_PER_MINUTE

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

      Unit: Count

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

      UI name: Average dials per minute

      AVG_FLOW_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: Average flow time

      AVG_GREETING_TIME_AGENT

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

      Unit: Seconds

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

      UI name: Average agent greeting time

      AVG_HANDLE_TIME

      Unit: Seconds

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

      UI name: Average handle time

      Feature is a valid filter but not a valid grouping.

      AVG_HOLD_TIME

      Unit: Seconds

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

      UI name: Average customer hold time

      Feature is a valid filter but not a valid grouping.

      AVG_HOLD_TIME_ALL_CONTACTS

      Unit: Seconds

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

      UI name: Average customer hold time all contacts

      AVG_HOLDS

      Unit: Count

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

      UI name: Average holds

      Feature is a valid filter but not a valid grouping.

      AVG_INTERACTION_AND_HOLD_TIME

      Unit: Seconds

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

      UI name: Average agent interaction and customer hold time

      AVG_INTERACTION_TIME

      Unit: Seconds

      Valid metric filter key: INITIATION_METHOD

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

      UI name: Average agent interaction time

      Feature is a valid filter but not a valid grouping.

      AVG_INTERRUPTIONS_AGENT

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

      Unit: Count

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

      UI name: Average agent interruptions

      AVG_INTERRUPTION_TIME_AGENT

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

      Unit: Seconds

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

      UI name: Average agent interruption time

      AVG_NON_TALK_TIME

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

      Unit: Seconds

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

      UI name: Average non-talk time

      AVG_QUEUE_ANSWER_TIME

      Unit: Seconds

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

      UI name: Average queue answer time

      Feature is a valid filter but not a valid grouping.

      AVG_RESOLUTION_TIME

      Unit: Seconds

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

      UI name: Average resolution time

      AVG_TALK_TIME

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

      Unit: Seconds

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

      UI name: Average talk time

      AVG_TALK_TIME_AGENT

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

      Unit: Seconds

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

      UI name: Average agent talk time

      AVG_TALK_TIME_CUSTOMER

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

      Unit: Seconds

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

      UI name: Average customer talk time

      AVG_WAIT_TIME_AFTER_CUSTOMER_CONNECTION

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

      Unit: Seconds

      Valid groupings and filters: Campaign

      UI name: Average wait time after customer connection

      CAMPAIGN_CONTACTS_ABANDONED_AFTER_X

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

      Unit: Count

      Valid groupings and filters: Campaign, Agent

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

      UI name: Campaign contacts abandoned after X

      CAMPAIGN_CONTACTS_ABANDONED_AFTER_X_RATE

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

      Unit: Percent

      Valid groupings and filters: Campaign, Agent

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

      UI name: Campaign contacts abandoned after X rate

      CASES_CREATED

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Cases created

      CONTACTS_CREATED

      Unit: Count

      Valid metric filter key: INITIATION_METHOD

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

      UI name: Contacts created

      Feature is a valid filter but not a valid grouping.

      CONTACTS_HANDLED

      Unit: Count

      Valid metric filter key: INITIATION_METHOD, DISCONNECT_REASON

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

      UI name: API contacts handled

      Feature is a valid filter but not a valid grouping.

      CONTACTS_HANDLED_BY_CONNECTED_TO_AGENT

      Unit: Count

      Valid metric filter key: INITIATION_METHOD

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

      UI name: Contacts handled (connected to agent timestamp)

      CONTACTS_HOLD_ABANDONS

      Unit: Count

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

      UI name: Contacts hold disconnect

      CONTACTS_ON_HOLD_AGENT_DISCONNECT

      Unit: Count

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

      UI name: Contacts hold agent disconnect

      CONTACTS_ON_HOLD_CUSTOMER_DISCONNECT

      Unit: Count

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

      UI name: Contacts hold customer disconnect

      CONTACTS_PUT_ON_HOLD

      Unit: Count

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

      UI name: Contacts put on hold

      CONTACTS_TRANSFERRED_OUT_EXTERNAL

      Unit: Count

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

      UI name: Contacts transferred out external

      CONTACTS_TRANSFERRED_OUT_INTERNAL

      Unit: Percent

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

      UI name: Contacts transferred out internal

      CONTACTS_QUEUED

      Unit: Count

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

      UI name: Contacts queued

      CONTACTS_QUEUED_BY_ENQUEUE

      Unit: Count

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

      UI name: Contacts queued (enqueue timestamp)

      CONTACTS_REMOVED_FROM_QUEUE_IN_X

      Unit: Count

      Valid groupings and filters: Queue, Channel, Routing Profile, 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 removed from queue in X seconds

      CONTACTS_RESOLVED_IN_X

      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 resolved in X

      CONTACTS_TRANSFERRED_OUT

      Unit: Count

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

      UI name: Contacts transferred out

      Feature is a valid filter but not a valid grouping.

      CONTACTS_TRANSFERRED_OUT_BY_AGENT

      Unit: Count

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

      UI name: Contacts transferred out by agent

      CONTACTS_TRANSFERRED_OUT_FROM_QUEUE

      Unit: Count

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

      UI name: Contacts transferred out queue

      CURRENT_CASES

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Current cases

      DELIVERY_ATTEMPTS

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

      Unit: Count

      Valid metric filter key: ANSWERING_MACHINE_DETECTION_STATUS, DISCONNECT_REASON

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

      UI name: Delivery attempts

      DELIVERY_ATTEMPT_DISPOSITION_RATE

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

      Unit: Percent

      Valid metric filter key: ANSWERING_MACHINE_DETECTION_STATUS, DISCONNECT_REASON

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

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

      UI name: Delivery attempt disposition rate

      FLOWS_OUTCOME

      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

      FLOWS_STARTED

      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

      HUMAN_ANSWERED_CALLS

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

      Unit: Count

      Valid groupings and filters: Campaign, Agent

      UI name: Human answered

      MAX_FLOW_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: Maximum flow time

      MAX_QUEUED_TIME

      Unit: Seconds

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

      UI name: Maximum queued time

      MIN_FLOW_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

      PERCENT_CASES_FIRST_CONTACT_RESOLVED

      Unit: Percent

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Cases resolved on first contact

      PERCENT_CONTACTS_STEP_EXPIRED

      Unit: Percent

      Valid groupings and filters: Queue, RoutingStepExpression

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

      PERCENT_CONTACTS_STEP_JOINED

      Unit: Percent

      Valid groupings and filters: Queue, RoutingStepExpression

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

      PERCENT_FLOWS_OUTCOME

      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.

      PERCENT_NON_TALK_TIME

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

      Unit: Percentage

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

      UI name: Non-talk time percent

      PERCENT_TALK_TIME

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

      Unit: Percentage

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

      UI name: Talk time percent

      PERCENT_TALK_TIME_AGENT

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

      Unit: Percentage

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

      UI name: Agent talk time percent

      PERCENT_TALK_TIME_CUSTOMER

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

      Unit: Percentage

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

      UI name: Customer talk time percent

      REOPENED_CASE_ACTIONS

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Cases reopened

      RESOLVED_CASE_ACTIONS

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Cases resolved

      SERVICE_LEVEL

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

      Unit: Percent

      Valid groupings and filters: Queue, Channel, Routing Profile, 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: Service level X

      STEP_CONTACTS_QUEUED

      Unit: Count

      Valid groupings and filters: Queue, RoutingStepExpression

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

      SUM_AFTER_CONTACT_WORK_TIME

      Unit: Seconds

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

      UI name: After contact work time

      SUM_CONNECTING_TIME_AGENT

      Unit: Seconds

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

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

      UI name: Agent API connecting time

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

      SUM_CONTACTS_ABANDONED

      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

      SUM_CONTACTS_ABANDONED_IN_X

      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

      SUM_CONTACTS_ANSWERED_IN_X

      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

      SUM_CONTACT_FLOW_TIME

      Unit: Seconds

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

      UI name: Contact flow time

      SUM_CONTACT_TIME_AGENT

      Unit: Seconds

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

      UI name: Agent on contact time

      SUM_CONTACTS_DISCONNECTED

      Valid metric filter key: DISCONNECT_REASON

      Unit: Count

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

      UI name: Contact disconnected

      SUM_ERROR_STATUS_TIME_AGENT

      Unit: Seconds

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

      UI name: Error status time

      SUM_HANDLE_TIME

      Unit: Seconds

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

      UI name: Contact handle time

      SUM_HOLD_TIME

      Unit: Count

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

      UI name: Customer hold time

      SUM_IDLE_TIME_AGENT

      Unit: Seconds

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

      UI name: Agent idle time

      SUM_INTERACTION_AND_HOLD_TIME

      Unit: Seconds

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

      UI name: Agent interaction and hold time

      SUM_INTERACTION_TIME

      Unit: Seconds

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

      UI name: Agent interaction time

      SUM_NON_PRODUCTIVE_TIME_AGENT

      Unit: Seconds

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

      UI name: Non-Productive Time

      SUM_ONLINE_TIME_AGENT

      Unit: Seconds

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

      UI name: Online time

      SUM_RETRY_CALLBACK_ATTEMPTS

      Unit: Count

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

      UI name: Callback attempts

      Parameters:
      metrics - 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 Guide.

      ABANDONMENT_RATE

      Unit: Percent

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

      UI name: Abandonment rate

      AGENT_ADHERENT_TIME

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

      Unit: Seconds

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

      UI name: Adherent time

      AGENT_ANSWER_RATE

      Unit: Percent

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

      UI name: Agent answer rate

      AGENT_NON_ADHERENT_TIME

      Unit: Seconds

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

      UI name: Non-adherent time

      AGENT_NON_RESPONSE

      Unit: Count

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

      UI name: Agent non-response

      AGENT_NON_RESPONSE_WITHOUT_CUSTOMER_ABANDONS

      Unit: Count

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

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

      UI name: Agent non-response without customer abandons

      AGENT_OCCUPANCY

      Unit: Percentage

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

      UI name: Occupancy

      AGENT_SCHEDULE_ADHERENCE

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

      Unit: Percent

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

      UI name: Adherence

      AGENT_SCHEDULED_TIME

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

      Unit: Seconds

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

      UI name: Scheduled time

      AVG_ABANDON_TIME

      Unit: Seconds

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

      UI name: Average queue abandon time

      AVG_ACTIVE_TIME

      Unit: Seconds

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

      UI name: Average active time

      AVG_AFTER_CONTACT_WORK_TIME

      Unit: Seconds

      Valid metric filter key: INITIATION_METHOD

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

      UI name: Average after contact work time

      Feature is a valid filter but not a valid grouping.

      AVG_AGENT_CONNECTING_TIME

      Unit: Seconds

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

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

      UI name: Average agent API connecting time

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

      AVG_AGENT_PAUSE_TIME

      Unit: Seconds

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

      UI name: Average agent pause time

      AVG_CASE_RELATED_CONTACTS

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Average contacts per case

      AVG_CASE_RESOLUTION_TIME

      Unit: Seconds

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Average case resolution time

      AVG_CONTACT_DURATION

      Unit: Seconds

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

      UI name: Average contact duration

      Feature is a valid filter but not a valid grouping.

      AVG_CONVERSATION_DURATION

      Unit: Seconds

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

      UI name: Average conversation duration

      AVG_DIALS_PER_MINUTE

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

      Unit: Count

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

      UI name: Average dials per minute

      AVG_FLOW_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: Average flow time

      AVG_GREETING_TIME_AGENT

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

      Unit: Seconds

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

      UI name: Average agent greeting time

      AVG_HANDLE_TIME

      Unit: Seconds

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

      UI name: Average handle time

      Feature is a valid filter but not a valid grouping.

      AVG_HOLD_TIME

      Unit: Seconds

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

      UI name: Average customer hold time

      Feature is a valid filter but not a valid grouping.

      AVG_HOLD_TIME_ALL_CONTACTS

      Unit: Seconds

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

      UI name: Average customer hold time all contacts

      AVG_HOLDS

      Unit: Count

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

      UI name: Average holds

      Feature is a valid filter but not a valid grouping.

      AVG_INTERACTION_AND_HOLD_TIME

      Unit: Seconds

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

      UI name: Average agent interaction and customer hold time

      AVG_INTERACTION_TIME

      Unit: Seconds

      Valid metric filter key: INITIATION_METHOD

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

      UI name: Average agent interaction time

      Feature is a valid filter but not a valid grouping.

      AVG_INTERRUPTIONS_AGENT

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

      Unit: Count

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

      UI name: Average agent interruptions

      AVG_INTERRUPTION_TIME_AGENT

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

      Unit: Seconds

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

      UI name: Average agent interruption time

      AVG_NON_TALK_TIME

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

      Unit: Seconds

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

      UI name: Average non-talk time

      AVG_QUEUE_ANSWER_TIME

      Unit: Seconds

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

      UI name: Average queue answer time

      Feature is a valid filter but not a valid grouping.

      AVG_RESOLUTION_TIME

      Unit: Seconds

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

      UI name: Average resolution time

      AVG_TALK_TIME

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

      Unit: Seconds

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

      UI name: Average talk time

      AVG_TALK_TIME_AGENT

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

      Unit: Seconds

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

      UI name: Average agent talk time

      AVG_TALK_TIME_CUSTOMER

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

      Unit: Seconds

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

      UI name: Average customer talk time

      AVG_WAIT_TIME_AFTER_CUSTOMER_CONNECTION

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

      Unit: Seconds

      Valid groupings and filters: Campaign

      UI name: Average wait time after customer connection

      CAMPAIGN_CONTACTS_ABANDONED_AFTER_X

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

      Unit: Count

      Valid groupings and filters: Campaign, Agent

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

      UI name: Campaign contacts abandoned after X

      CAMPAIGN_CONTACTS_ABANDONED_AFTER_X_RATE

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

      Unit: Percent

      Valid groupings and filters: Campaign, Agent

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

      UI name: Campaign contacts abandoned after X rate

      CASES_CREATED

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Cases created

      CONTACTS_CREATED

      Unit: Count

      Valid metric filter key: INITIATION_METHOD

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

      UI name: Contacts created

      Feature is a valid filter but not a valid grouping.

      CONTACTS_HANDLED

      Unit: Count

      Valid metric filter key: INITIATION_METHOD, DISCONNECT_REASON

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

      UI name: API contacts handled

      Feature is a valid filter but not a valid grouping.

      CONTACTS_HANDLED_BY_CONNECTED_TO_AGENT

      Unit: Count

      Valid metric filter key: INITIATION_METHOD

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

      UI name: Contacts handled (connected to agent timestamp)

      CONTACTS_HOLD_ABANDONS

      Unit: Count

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

      UI name: Contacts hold disconnect

      CONTACTS_ON_HOLD_AGENT_DISCONNECT

      Unit: Count

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

      UI name: Contacts hold agent disconnect

      CONTACTS_ON_HOLD_CUSTOMER_DISCONNECT

      Unit: Count

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

      UI name: Contacts hold customer disconnect

      CONTACTS_PUT_ON_HOLD

      Unit: Count

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

      UI name: Contacts put on hold

      CONTACTS_TRANSFERRED_OUT_EXTERNAL

      Unit: Count

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

      UI name: Contacts transferred out external

      CONTACTS_TRANSFERRED_OUT_INTERNAL

      Unit: Percent

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

      UI name: Contacts transferred out internal

      CONTACTS_QUEUED

      Unit: Count

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

      UI name: Contacts queued

      CONTACTS_QUEUED_BY_ENQUEUE

      Unit: Count

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

      UI name: Contacts queued (enqueue timestamp)

      CONTACTS_REMOVED_FROM_QUEUE_IN_X

      Unit: Count

      Valid groupings and filters: Queue, Channel, Routing Profile, 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 removed from queue in X seconds

      CONTACTS_RESOLVED_IN_X

      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 resolved in X

      CONTACTS_TRANSFERRED_OUT

      Unit: Count

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

      UI name: Contacts transferred out

      Feature is a valid filter but not a valid grouping.

      CONTACTS_TRANSFERRED_OUT_BY_AGENT

      Unit: Count

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

      UI name: Contacts transferred out by agent

      CONTACTS_TRANSFERRED_OUT_FROM_QUEUE

      Unit: Count

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

      UI name: Contacts transferred out queue

      CURRENT_CASES

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Current cases

      DELIVERY_ATTEMPTS

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

      Unit: Count

      Valid metric filter key: ANSWERING_MACHINE_DETECTION_STATUS, DISCONNECT_REASON

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

      UI name: Delivery attempts

      DELIVERY_ATTEMPT_DISPOSITION_RATE

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

      Unit: Percent

      Valid metric filter key: ANSWERING_MACHINE_DETECTION_STATUS, DISCONNECT_REASON

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

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

      UI name: Delivery attempt disposition rate

      FLOWS_OUTCOME

      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

      FLOWS_STARTED

      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

      HUMAN_ANSWERED_CALLS

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

      Unit: Count

      Valid groupings and filters: Campaign, Agent

      UI name: Human answered

      MAX_FLOW_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: Maximum flow time

      MAX_QUEUED_TIME

      Unit: Seconds

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

      UI name: Maximum queued time

      MIN_FLOW_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

      PERCENT_CASES_FIRST_CONTACT_RESOLVED

      Unit: Percent

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Cases resolved on first contact

      PERCENT_CONTACTS_STEP_EXPIRED

      Unit: Percent

      Valid groupings and filters: Queue, RoutingStepExpression

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

      PERCENT_CONTACTS_STEP_JOINED

      Unit: Percent

      Valid groupings and filters: Queue, RoutingStepExpression

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

      PERCENT_FLOWS_OUTCOME

      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.

      PERCENT_NON_TALK_TIME

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

      Unit: Percentage

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

      UI name: Non-talk time percent

      PERCENT_TALK_TIME

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

      Unit: Percentage

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

      UI name: Talk time percent

      PERCENT_TALK_TIME_AGENT

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

      Unit: Percentage

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

      UI name: Agent talk time percent

      PERCENT_TALK_TIME_CUSTOMER

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

      Unit: Percentage

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

      UI name: Customer talk time percent

      REOPENED_CASE_ACTIONS

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Cases reopened

      RESOLVED_CASE_ACTIONS

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Cases resolved

      SERVICE_LEVEL

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

      Unit: Percent

      Valid groupings and filters: Queue, Channel, Routing Profile, 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: Service level X

      STEP_CONTACTS_QUEUED

      Unit: Count

      Valid groupings and filters: Queue, RoutingStepExpression

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

      SUM_AFTER_CONTACT_WORK_TIME

      Unit: Seconds

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

      UI name: After contact work time

      SUM_CONNECTING_TIME_AGENT

      Unit: Seconds

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

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

      UI name: Agent API connecting time

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

      SUM_CONTACTS_ABANDONED

      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

      SUM_CONTACTS_ABANDONED_IN_X

      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

      SUM_CONTACTS_ANSWERED_IN_X

      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

      SUM_CONTACT_FLOW_TIME

      Unit: Seconds

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

      UI name: Contact flow time

      SUM_CONTACT_TIME_AGENT

      Unit: Seconds

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

      UI name: Agent on contact time

      SUM_CONTACTS_DISCONNECTED

      Valid metric filter key: DISCONNECT_REASON

      Unit: Count

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

      UI name: Contact disconnected

      SUM_ERROR_STATUS_TIME_AGENT

      Unit: Seconds

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

      UI name: Error status time

      SUM_HANDLE_TIME

      Unit: Seconds

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

      UI name: Contact handle time

      SUM_HOLD_TIME

      Unit: Count

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

      UI name: Customer hold time

      SUM_IDLE_TIME_AGENT

      Unit: Seconds

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

      UI name: Agent idle time

      SUM_INTERACTION_AND_HOLD_TIME

      Unit: Seconds

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

      UI name: Agent interaction and hold time

      SUM_INTERACTION_TIME

      Unit: Seconds

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

      UI name: Agent interaction time

      SUM_NON_PRODUCTIVE_TIME_AGENT

      Unit: Seconds

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

      UI name: Non-Productive Time

      SUM_ONLINE_TIME_AGENT

      Unit: Seconds

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

      UI name: Online time

      SUM_RETRY_CALLBACK_ATTEMPTS

      Unit: Count

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

      UI name: Callback attempts

      Returns:
      Returns a reference to this object so that method calls can be chained together.

    • metrics

      GetMetricDataV2Request.Builder metrics(MetricV2... metrics)

      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 Guide.

      ABANDONMENT_RATE

      Unit: Percent

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

      UI name: Abandonment rate

      AGENT_ADHERENT_TIME

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

      Unit: Seconds

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

      UI name: Adherent time

      AGENT_ANSWER_RATE

      Unit: Percent

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

      UI name: Agent answer rate

      AGENT_NON_ADHERENT_TIME

      Unit: Seconds

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

      UI name: Non-adherent time

      AGENT_NON_RESPONSE

      Unit: Count

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

      UI name: Agent non-response

      AGENT_NON_RESPONSE_WITHOUT_CUSTOMER_ABANDONS

      Unit: Count

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

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

      UI name: Agent non-response without customer abandons

      AGENT_OCCUPANCY

      Unit: Percentage

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

      UI name: Occupancy

      AGENT_SCHEDULE_ADHERENCE

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

      Unit: Percent

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

      UI name: Adherence

      AGENT_SCHEDULED_TIME

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

      Unit: Seconds

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

      UI name: Scheduled time

      AVG_ABANDON_TIME

      Unit: Seconds

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

      UI name: Average queue abandon time

      AVG_ACTIVE_TIME

      Unit: Seconds

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

      UI name: Average active time

      AVG_AFTER_CONTACT_WORK_TIME

      Unit: Seconds

      Valid metric filter key: INITIATION_METHOD

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

      UI name: Average after contact work time

      Feature is a valid filter but not a valid grouping.

      AVG_AGENT_CONNECTING_TIME

      Unit: Seconds

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

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

      UI name: Average agent API connecting time

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

      AVG_AGENT_PAUSE_TIME

      Unit: Seconds

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

      UI name: Average agent pause time

      AVG_CASE_RELATED_CONTACTS

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Average contacts per case

      AVG_CASE_RESOLUTION_TIME

      Unit: Seconds

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Average case resolution time

      AVG_CONTACT_DURATION

      Unit: Seconds

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

      UI name: Average contact duration

      Feature is a valid filter but not a valid grouping.

      AVG_CONVERSATION_DURATION

      Unit: Seconds

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

      UI name: Average conversation duration

      AVG_DIALS_PER_MINUTE

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

      Unit: Count

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

      UI name: Average dials per minute

      AVG_FLOW_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: Average flow time

      AVG_GREETING_TIME_AGENT

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

      Unit: Seconds

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

      UI name: Average agent greeting time

      AVG_HANDLE_TIME

      Unit: Seconds

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

      UI name: Average handle time

      Feature is a valid filter but not a valid grouping.

      AVG_HOLD_TIME

      Unit: Seconds

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

      UI name: Average customer hold time

      Feature is a valid filter but not a valid grouping.

      AVG_HOLD_TIME_ALL_CONTACTS

      Unit: Seconds

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

      UI name: Average customer hold time all contacts

      AVG_HOLDS

      Unit: Count

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

      UI name: Average holds

      Feature is a valid filter but not a valid grouping.

      AVG_INTERACTION_AND_HOLD_TIME

      Unit: Seconds

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

      UI name: Average agent interaction and customer hold time

      AVG_INTERACTION_TIME

      Unit: Seconds

      Valid metric filter key: INITIATION_METHOD

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

      UI name: Average agent interaction time

      Feature is a valid filter but not a valid grouping.

      AVG_INTERRUPTIONS_AGENT

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

      Unit: Count

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

      UI name: Average agent interruptions

      AVG_INTERRUPTION_TIME_AGENT

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

      Unit: Seconds

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

      UI name: Average agent interruption time

      AVG_NON_TALK_TIME

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

      Unit: Seconds

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

      UI name: Average non-talk time

      AVG_QUEUE_ANSWER_TIME

      Unit: Seconds

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

      UI name: Average queue answer time

      Feature is a valid filter but not a valid grouping.

      AVG_RESOLUTION_TIME

      Unit: Seconds

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

      UI name: Average resolution time

      AVG_TALK_TIME

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

      Unit: Seconds

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

      UI name: Average talk time

      AVG_TALK_TIME_AGENT

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

      Unit: Seconds

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

      UI name: Average agent talk time

      AVG_TALK_TIME_CUSTOMER

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

      Unit: Seconds

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

      UI name: Average customer talk time

      AVG_WAIT_TIME_AFTER_CUSTOMER_CONNECTION

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

      Unit: Seconds

      Valid groupings and filters: Campaign

      UI name: Average wait time after customer connection

      CAMPAIGN_CONTACTS_ABANDONED_AFTER_X

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

      Unit: Count

      Valid groupings and filters: Campaign, Agent

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

      UI name: Campaign contacts abandoned after X

      CAMPAIGN_CONTACTS_ABANDONED_AFTER_X_RATE

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

      Unit: Percent

      Valid groupings and filters: Campaign, Agent

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

      UI name: Campaign contacts abandoned after X rate

      CASES_CREATED

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Cases created

      CONTACTS_CREATED

      Unit: Count

      Valid metric filter key: INITIATION_METHOD

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

      UI name: Contacts created

      Feature is a valid filter but not a valid grouping.

      CONTACTS_HANDLED

      Unit: Count

      Valid metric filter key: INITIATION_METHOD, DISCONNECT_REASON

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

      UI name: API contacts handled

      Feature is a valid filter but not a valid grouping.

      CONTACTS_HANDLED_BY_CONNECTED_TO_AGENT

      Unit: Count

      Valid metric filter key: INITIATION_METHOD

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

      UI name: Contacts handled (connected to agent timestamp)

      CONTACTS_HOLD_ABANDONS

      Unit: Count

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

      UI name: Contacts hold disconnect

      CONTACTS_ON_HOLD_AGENT_DISCONNECT

      Unit: Count

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

      UI name: Contacts hold agent disconnect

      CONTACTS_ON_HOLD_CUSTOMER_DISCONNECT

      Unit: Count

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

      UI name: Contacts hold customer disconnect

      CONTACTS_PUT_ON_HOLD

      Unit: Count

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

      UI name: Contacts put on hold

      CONTACTS_TRANSFERRED_OUT_EXTERNAL

      Unit: Count

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

      UI name: Contacts transferred out external

      CONTACTS_TRANSFERRED_OUT_INTERNAL

      Unit: Percent

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

      UI name: Contacts transferred out internal

      CONTACTS_QUEUED

      Unit: Count

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

      UI name: Contacts queued

      CONTACTS_QUEUED_BY_ENQUEUE

      Unit: Count

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

      UI name: Contacts queued (enqueue timestamp)

      CONTACTS_REMOVED_FROM_QUEUE_IN_X

      Unit: Count

      Valid groupings and filters: Queue, Channel, Routing Profile, 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 removed from queue in X seconds

      CONTACTS_RESOLVED_IN_X

      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 resolved in X

      CONTACTS_TRANSFERRED_OUT

      Unit: Count

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

      UI name: Contacts transferred out

      Feature is a valid filter but not a valid grouping.

      CONTACTS_TRANSFERRED_OUT_BY_AGENT

      Unit: Count

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

      UI name: Contacts transferred out by agent

      CONTACTS_TRANSFERRED_OUT_FROM_QUEUE

      Unit: Count

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

      UI name: Contacts transferred out queue

      CURRENT_CASES

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Current cases

      DELIVERY_ATTEMPTS

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

      Unit: Count

      Valid metric filter key: ANSWERING_MACHINE_DETECTION_STATUS, DISCONNECT_REASON

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

      UI name: Delivery attempts

      DELIVERY_ATTEMPT_DISPOSITION_RATE

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

      Unit: Percent

      Valid metric filter key: ANSWERING_MACHINE_DETECTION_STATUS, DISCONNECT_REASON

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

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

      UI name: Delivery attempt disposition rate

      FLOWS_OUTCOME

      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

      FLOWS_STARTED

      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

      HUMAN_ANSWERED_CALLS

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

      Unit: Count

      Valid groupings and filters: Campaign, Agent

      UI name: Human answered

      MAX_FLOW_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: Maximum flow time

      MAX_QUEUED_TIME

      Unit: Seconds

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

      UI name: Maximum queued time

      MIN_FLOW_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

      PERCENT_CASES_FIRST_CONTACT_RESOLVED

      Unit: Percent

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Cases resolved on first contact

      PERCENT_CONTACTS_STEP_EXPIRED

      Unit: Percent

      Valid groupings and filters: Queue, RoutingStepExpression

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

      PERCENT_CONTACTS_STEP_JOINED

      Unit: Percent

      Valid groupings and filters: Queue, RoutingStepExpression

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

      PERCENT_FLOWS_OUTCOME

      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.

      PERCENT_NON_TALK_TIME

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

      Unit: Percentage

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

      UI name: Non-talk time percent

      PERCENT_TALK_TIME

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

      Unit: Percentage

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

      UI name: Talk time percent

      PERCENT_TALK_TIME_AGENT

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

      Unit: Percentage

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

      UI name: Agent talk time percent

      PERCENT_TALK_TIME_CUSTOMER

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

      Unit: Percentage

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

      UI name: Customer talk time percent

      REOPENED_CASE_ACTIONS

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Cases reopened

      RESOLVED_CASE_ACTIONS

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Cases resolved

      SERVICE_LEVEL

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

      Unit: Percent

      Valid groupings and filters: Queue, Channel, Routing Profile, 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: Service level X

      STEP_CONTACTS_QUEUED

      Unit: Count

      Valid groupings and filters: Queue, RoutingStepExpression

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

      SUM_AFTER_CONTACT_WORK_TIME

      Unit: Seconds

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

      UI name: After contact work time

      SUM_CONNECTING_TIME_AGENT

      Unit: Seconds

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

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

      UI name: Agent API connecting time

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

      SUM_CONTACTS_ABANDONED

      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

      SUM_CONTACTS_ABANDONED_IN_X

      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

      SUM_CONTACTS_ANSWERED_IN_X

      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

      SUM_CONTACT_FLOW_TIME

      Unit: Seconds

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

      UI name: Contact flow time

      SUM_CONTACT_TIME_AGENT

      Unit: Seconds

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

      UI name: Agent on contact time

      SUM_CONTACTS_DISCONNECTED

      Valid metric filter key: DISCONNECT_REASON

      Unit: Count

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

      UI name: Contact disconnected

      SUM_ERROR_STATUS_TIME_AGENT

      Unit: Seconds

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

      UI name: Error status time

      SUM_HANDLE_TIME

      Unit: Seconds

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

      UI name: Contact handle time

      SUM_HOLD_TIME

      Unit: Count

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

      UI name: Customer hold time

      SUM_IDLE_TIME_AGENT

      Unit: Seconds

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

      UI name: Agent idle time

      SUM_INTERACTION_AND_HOLD_TIME

      Unit: Seconds

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

      UI name: Agent interaction and hold time

      SUM_INTERACTION_TIME

      Unit: Seconds

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

      UI name: Agent interaction time

      SUM_NON_PRODUCTIVE_TIME_AGENT

      Unit: Seconds

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

      UI name: Non-Productive Time

      SUM_ONLINE_TIME_AGENT

      Unit: Seconds

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

      UI name: Online time

      SUM_RETRY_CALLBACK_ATTEMPTS

      Unit: Count

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

      UI name: Callback attempts

      Parameters:
      metrics - 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 Guide.

      ABANDONMENT_RATE

      Unit: Percent

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

      UI name: Abandonment rate

      AGENT_ADHERENT_TIME

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

      Unit: Seconds

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

      UI name: Adherent time

      AGENT_ANSWER_RATE

      Unit: Percent

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

      UI name: Agent answer rate

      AGENT_NON_ADHERENT_TIME

      Unit: Seconds

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

      UI name: Non-adherent time

      AGENT_NON_RESPONSE

      Unit: Count

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

      UI name: Agent non-response

      AGENT_NON_RESPONSE_WITHOUT_CUSTOMER_ABANDONS

      Unit: Count

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

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

      UI name: Agent non-response without customer abandons

      AGENT_OCCUPANCY

      Unit: Percentage

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

      UI name: Occupancy

      AGENT_SCHEDULE_ADHERENCE

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

      Unit: Percent

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

      UI name: Adherence

      AGENT_SCHEDULED_TIME

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

      Unit: Seconds

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

      UI name: Scheduled time

      AVG_ABANDON_TIME

      Unit: Seconds

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

      UI name: Average queue abandon time

      AVG_ACTIVE_TIME

      Unit: Seconds

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

      UI name: Average active time

      AVG_AFTER_CONTACT_WORK_TIME

      Unit: Seconds

      Valid metric filter key: INITIATION_METHOD

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

      UI name: Average after contact work time

      Feature is a valid filter but not a valid grouping.

      AVG_AGENT_CONNECTING_TIME

      Unit: Seconds

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

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

      UI name: Average agent API connecting time

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

      AVG_AGENT_PAUSE_TIME

      Unit: Seconds

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

      UI name: Average agent pause time

      AVG_CASE_RELATED_CONTACTS

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Average contacts per case

      AVG_CASE_RESOLUTION_TIME

      Unit: Seconds

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Average case resolution time

      AVG_CONTACT_DURATION

      Unit: Seconds

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

      UI name: Average contact duration

      Feature is a valid filter but not a valid grouping.

      AVG_CONVERSATION_DURATION

      Unit: Seconds

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

      UI name: Average conversation duration

      AVG_DIALS_PER_MINUTE

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

      Unit: Count

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

      UI name: Average dials per minute

      AVG_FLOW_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: Average flow time

      AVG_GREETING_TIME_AGENT

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

      Unit: Seconds

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

      UI name: Average agent greeting time

      AVG_HANDLE_TIME

      Unit: Seconds

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

      UI name: Average handle time

      Feature is a valid filter but not a valid grouping.

      AVG_HOLD_TIME

      Unit: Seconds

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

      UI name: Average customer hold time

      Feature is a valid filter but not a valid grouping.

      AVG_HOLD_TIME_ALL_CONTACTS

      Unit: Seconds

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

      UI name: Average customer hold time all contacts

      AVG_HOLDS

      Unit: Count

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

      UI name: Average holds

      Feature is a valid filter but not a valid grouping.

      AVG_INTERACTION_AND_HOLD_TIME

      Unit: Seconds

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

      UI name: Average agent interaction and customer hold time

      AVG_INTERACTION_TIME

      Unit: Seconds

      Valid metric filter key: INITIATION_METHOD

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

      UI name: Average agent interaction time

      Feature is a valid filter but not a valid grouping.

      AVG_INTERRUPTIONS_AGENT

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

      Unit: Count

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

      UI name: Average agent interruptions

      AVG_INTERRUPTION_TIME_AGENT

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

      Unit: Seconds

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

      UI name: Average agent interruption time

      AVG_NON_TALK_TIME

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

      Unit: Seconds

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

      UI name: Average non-talk time

      AVG_QUEUE_ANSWER_TIME

      Unit: Seconds

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

      UI name: Average queue answer time

      Feature is a valid filter but not a valid grouping.

      AVG_RESOLUTION_TIME

      Unit: Seconds

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

      UI name: Average resolution time

      AVG_TALK_TIME

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

      Unit: Seconds

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

      UI name: Average talk time

      AVG_TALK_TIME_AGENT

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

      Unit: Seconds

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

      UI name: Average agent talk time

      AVG_TALK_TIME_CUSTOMER

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

      Unit: Seconds

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

      UI name: Average customer talk time

      AVG_WAIT_TIME_AFTER_CUSTOMER_CONNECTION

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

      Unit: Seconds

      Valid groupings and filters: Campaign

      UI name: Average wait time after customer connection

      CAMPAIGN_CONTACTS_ABANDONED_AFTER_X

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

      Unit: Count

      Valid groupings and filters: Campaign, Agent

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

      UI name: Campaign contacts abandoned after X

      CAMPAIGN_CONTACTS_ABANDONED_AFTER_X_RATE

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

      Unit: Percent

      Valid groupings and filters: Campaign, Agent

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

      UI name: Campaign contacts abandoned after X rate

      CASES_CREATED

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Cases created

      CONTACTS_CREATED

      Unit: Count

      Valid metric filter key: INITIATION_METHOD

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

      UI name: Contacts created

      Feature is a valid filter but not a valid grouping.

      CONTACTS_HANDLED

      Unit: Count

      Valid metric filter key: INITIATION_METHOD, DISCONNECT_REASON

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

      UI name: API contacts handled

      Feature is a valid filter but not a valid grouping.

      CONTACTS_HANDLED_BY_CONNECTED_TO_AGENT

      Unit: Count

      Valid metric filter key: INITIATION_METHOD

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

      UI name: Contacts handled (connected to agent timestamp)

      CONTACTS_HOLD_ABANDONS

      Unit: Count

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

      UI name: Contacts hold disconnect

      CONTACTS_ON_HOLD_AGENT_DISCONNECT

      Unit: Count

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

      UI name: Contacts hold agent disconnect

      CONTACTS_ON_HOLD_CUSTOMER_DISCONNECT

      Unit: Count

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

      UI name: Contacts hold customer disconnect

      CONTACTS_PUT_ON_HOLD

      Unit: Count

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

      UI name: Contacts put on hold

      CONTACTS_TRANSFERRED_OUT_EXTERNAL

      Unit: Count

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

      UI name: Contacts transferred out external

      CONTACTS_TRANSFERRED_OUT_INTERNAL

      Unit: Percent

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

      UI name: Contacts transferred out internal

      CONTACTS_QUEUED

      Unit: Count

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

      UI name: Contacts queued

      CONTACTS_QUEUED_BY_ENQUEUE

      Unit: Count

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

      UI name: Contacts queued (enqueue timestamp)

      CONTACTS_REMOVED_FROM_QUEUE_IN_X

      Unit: Count

      Valid groupings and filters: Queue, Channel, Routing Profile, 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 removed from queue in X seconds

      CONTACTS_RESOLVED_IN_X

      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 resolved in X

      CONTACTS_TRANSFERRED_OUT

      Unit: Count

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

      UI name: Contacts transferred out

      Feature is a valid filter but not a valid grouping.

      CONTACTS_TRANSFERRED_OUT_BY_AGENT

      Unit: Count

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

      UI name: Contacts transferred out by agent

      CONTACTS_TRANSFERRED_OUT_FROM_QUEUE

      Unit: Count

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

      UI name: Contacts transferred out queue

      CURRENT_CASES

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Current cases

      DELIVERY_ATTEMPTS

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

      Unit: Count

      Valid metric filter key: ANSWERING_MACHINE_DETECTION_STATUS, DISCONNECT_REASON

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

      UI name: Delivery attempts

      DELIVERY_ATTEMPT_DISPOSITION_RATE

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

      Unit: Percent

      Valid metric filter key: ANSWERING_MACHINE_DETECTION_STATUS, DISCONNECT_REASON

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

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

      UI name: Delivery attempt disposition rate

      FLOWS_OUTCOME

      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

      FLOWS_STARTED

      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

      HUMAN_ANSWERED_CALLS

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

      Unit: Count

      Valid groupings and filters: Campaign, Agent

      UI name: Human answered

      MAX_FLOW_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: Maximum flow time

      MAX_QUEUED_TIME

      Unit: Seconds

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

      UI name: Maximum queued time

      MIN_FLOW_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

      PERCENT_CASES_FIRST_CONTACT_RESOLVED

      Unit: Percent

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Cases resolved on first contact

      PERCENT_CONTACTS_STEP_EXPIRED

      Unit: Percent

      Valid groupings and filters: Queue, RoutingStepExpression

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

      PERCENT_CONTACTS_STEP_JOINED

      Unit: Percent

      Valid groupings and filters: Queue, RoutingStepExpression

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

      PERCENT_FLOWS_OUTCOME

      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.

      PERCENT_NON_TALK_TIME

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

      Unit: Percentage

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

      UI name: Non-talk time percent

      PERCENT_TALK_TIME

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

      Unit: Percentage

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

      UI name: Talk time percent

      PERCENT_TALK_TIME_AGENT

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

      Unit: Percentage

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

      UI name: Agent talk time percent

      PERCENT_TALK_TIME_CUSTOMER

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

      Unit: Percentage

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

      UI name: Customer talk time percent

      REOPENED_CASE_ACTIONS

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Cases reopened

      RESOLVED_CASE_ACTIONS

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Cases resolved

      SERVICE_LEVEL

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

      Unit: Percent

      Valid groupings and filters: Queue, Channel, Routing Profile, 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: Service level X

      STEP_CONTACTS_QUEUED

      Unit: Count

      Valid groupings and filters: Queue, RoutingStepExpression

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

      SUM_AFTER_CONTACT_WORK_TIME

      Unit: Seconds

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

      UI name: After contact work time

      SUM_CONNECTING_TIME_AGENT

      Unit: Seconds

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

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

      UI name: Agent API connecting time

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

      SUM_CONTACTS_ABANDONED

      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

      SUM_CONTACTS_ABANDONED_IN_X

      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

      SUM_CONTACTS_ANSWERED_IN_X

      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

      SUM_CONTACT_FLOW_TIME

      Unit: Seconds

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

      UI name: Contact flow time

      SUM_CONTACT_TIME_AGENT

      Unit: Seconds

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

      UI name: Agent on contact time

      SUM_CONTACTS_DISCONNECTED

      Valid metric filter key: DISCONNECT_REASON

      Unit: Count

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

      UI name: Contact disconnected

      SUM_ERROR_STATUS_TIME_AGENT

      Unit: Seconds

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

      UI name: Error status time

      SUM_HANDLE_TIME

      Unit: Seconds

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

      UI name: Contact handle time

      SUM_HOLD_TIME

      Unit: Count

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

      UI name: Customer hold time

      SUM_IDLE_TIME_AGENT

      Unit: Seconds

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

      UI name: Agent idle time

      SUM_INTERACTION_AND_HOLD_TIME

      Unit: Seconds

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

      UI name: Agent interaction and hold time

      SUM_INTERACTION_TIME

      Unit: Seconds

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

      UI name: Agent interaction time

      SUM_NON_PRODUCTIVE_TIME_AGENT

      Unit: Seconds

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

      UI name: Non-Productive Time

      SUM_ONLINE_TIME_AGENT

      Unit: Seconds

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

      UI name: Online time

      SUM_RETRY_CALLBACK_ATTEMPTS

      Unit: Count

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

      UI name: Callback attempts

      Returns:
      Returns a reference to this object so that method calls can be chained together.

    • metrics

      GetMetricDataV2Request.Builder metrics(Consumer<MetricV2.Builder>... metrics)

      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 Guide.

      ABANDONMENT_RATE

      Unit: Percent

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

      UI name: Abandonment rate

      AGENT_ADHERENT_TIME

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

      Unit: Seconds

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

      UI name: Adherent time

      AGENT_ANSWER_RATE

      Unit: Percent

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

      UI name: Agent answer rate

      AGENT_NON_ADHERENT_TIME

      Unit: Seconds

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

      UI name: Non-adherent time

      AGENT_NON_RESPONSE

      Unit: Count

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

      UI name: Agent non-response

      AGENT_NON_RESPONSE_WITHOUT_CUSTOMER_ABANDONS

      Unit: Count

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

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

      UI name: Agent non-response without customer abandons

      AGENT_OCCUPANCY

      Unit: Percentage

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

      UI name: Occupancy

      AGENT_SCHEDULE_ADHERENCE

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

      Unit: Percent

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

      UI name: Adherence

      AGENT_SCHEDULED_TIME

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

      Unit: Seconds

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

      UI name: Scheduled time

      AVG_ABANDON_TIME

      Unit: Seconds

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

      UI name: Average queue abandon time

      AVG_ACTIVE_TIME

      Unit: Seconds

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

      UI name: Average active time

      AVG_AFTER_CONTACT_WORK_TIME

      Unit: Seconds

      Valid metric filter key: INITIATION_METHOD

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

      UI name: Average after contact work time

      Feature is a valid filter but not a valid grouping.

      AVG_AGENT_CONNECTING_TIME

      Unit: Seconds

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

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

      UI name: Average agent API connecting time

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

      AVG_AGENT_PAUSE_TIME

      Unit: Seconds

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

      UI name: Average agent pause time

      AVG_CASE_RELATED_CONTACTS

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Average contacts per case

      AVG_CASE_RESOLUTION_TIME

      Unit: Seconds

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Average case resolution time

      AVG_CONTACT_DURATION

      Unit: Seconds

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

      UI name: Average contact duration

      Feature is a valid filter but not a valid grouping.

      AVG_CONVERSATION_DURATION

      Unit: Seconds

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

      UI name: Average conversation duration

      AVG_DIALS_PER_MINUTE

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

      Unit: Count

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

      UI name: Average dials per minute

      AVG_FLOW_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: Average flow time

      AVG_GREETING_TIME_AGENT

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

      Unit: Seconds

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

      UI name: Average agent greeting time

      AVG_HANDLE_TIME

      Unit: Seconds

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

      UI name: Average handle time

      Feature is a valid filter but not a valid grouping.

      AVG_HOLD_TIME

      Unit: Seconds

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

      UI name: Average customer hold time

      Feature is a valid filter but not a valid grouping.

      AVG_HOLD_TIME_ALL_CONTACTS

      Unit: Seconds

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

      UI name: Average customer hold time all contacts

      AVG_HOLDS

      Unit: Count

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

      UI name: Average holds

      Feature is a valid filter but not a valid grouping.

      AVG_INTERACTION_AND_HOLD_TIME

      Unit: Seconds

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

      UI name: Average agent interaction and customer hold time

      AVG_INTERACTION_TIME

      Unit: Seconds

      Valid metric filter key: INITIATION_METHOD

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

      UI name: Average agent interaction time

      Feature is a valid filter but not a valid grouping.

      AVG_INTERRUPTIONS_AGENT

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

      Unit: Count

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

      UI name: Average agent interruptions

      AVG_INTERRUPTION_TIME_AGENT

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

      Unit: Seconds

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

      UI name: Average agent interruption time

      AVG_NON_TALK_TIME

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

      Unit: Seconds

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

      UI name: Average non-talk time

      AVG_QUEUE_ANSWER_TIME

      Unit: Seconds

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

      UI name: Average queue answer time

      Feature is a valid filter but not a valid grouping.

      AVG_RESOLUTION_TIME

      Unit: Seconds

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

      UI name: Average resolution time

      AVG_TALK_TIME

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

      Unit: Seconds

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

      UI name: Average talk time

      AVG_TALK_TIME_AGENT

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

      Unit: Seconds

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

      UI name: Average agent talk time

      AVG_TALK_TIME_CUSTOMER

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

      Unit: Seconds

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

      UI name: Average customer talk time

      AVG_WAIT_TIME_AFTER_CUSTOMER_CONNECTION

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

      Unit: Seconds

      Valid groupings and filters: Campaign

      UI name: Average wait time after customer connection

      CAMPAIGN_CONTACTS_ABANDONED_AFTER_X

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

      Unit: Count

      Valid groupings and filters: Campaign, Agent

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

      UI name: Campaign contacts abandoned after X

      CAMPAIGN_CONTACTS_ABANDONED_AFTER_X_RATE

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

      Unit: Percent

      Valid groupings and filters: Campaign, Agent

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

      UI name: Campaign contacts abandoned after X rate

      CASES_CREATED

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Cases created

      CONTACTS_CREATED

      Unit: Count

      Valid metric filter key: INITIATION_METHOD

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

      UI name: Contacts created

      Feature is a valid filter but not a valid grouping.

      CONTACTS_HANDLED

      Unit: Count

      Valid metric filter key: INITIATION_METHOD, DISCONNECT_REASON

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

      UI name: API contacts handled

      Feature is a valid filter but not a valid grouping.

      CONTACTS_HANDLED_BY_CONNECTED_TO_AGENT

      Unit: Count

      Valid metric filter key: INITIATION_METHOD

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

      UI name: Contacts handled (connected to agent timestamp)

      CONTACTS_HOLD_ABANDONS

      Unit: Count

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

      UI name: Contacts hold disconnect

      CONTACTS_ON_HOLD_AGENT_DISCONNECT

      Unit: Count

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

      UI name: Contacts hold agent disconnect

      CONTACTS_ON_HOLD_CUSTOMER_DISCONNECT

      Unit: Count

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

      UI name: Contacts hold customer disconnect

      CONTACTS_PUT_ON_HOLD

      Unit: Count

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

      UI name: Contacts put on hold

      CONTACTS_TRANSFERRED_OUT_EXTERNAL

      Unit: Count

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

      UI name: Contacts transferred out external

      CONTACTS_TRANSFERRED_OUT_INTERNAL

      Unit: Percent

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

      UI name: Contacts transferred out internal

      CONTACTS_QUEUED

      Unit: Count

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

      UI name: Contacts queued

      CONTACTS_QUEUED_BY_ENQUEUE

      Unit: Count

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

      UI name: Contacts queued (enqueue timestamp)

      CONTACTS_REMOVED_FROM_QUEUE_IN_X

      Unit: Count

      Valid groupings and filters: Queue, Channel, Routing Profile, 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 removed from queue in X seconds

      CONTACTS_RESOLVED_IN_X

      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 resolved in X

      CONTACTS_TRANSFERRED_OUT

      Unit: Count

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

      UI name: Contacts transferred out

      Feature is a valid filter but not a valid grouping.

      CONTACTS_TRANSFERRED_OUT_BY_AGENT

      Unit: Count

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

      UI name: Contacts transferred out by agent

      CONTACTS_TRANSFERRED_OUT_FROM_QUEUE

      Unit: Count

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

      UI name: Contacts transferred out queue

      CURRENT_CASES

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Current cases

      DELIVERY_ATTEMPTS

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

      Unit: Count

      Valid metric filter key: ANSWERING_MACHINE_DETECTION_STATUS, DISCONNECT_REASON

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

      UI name: Delivery attempts

      DELIVERY_ATTEMPT_DISPOSITION_RATE

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

      Unit: Percent

      Valid metric filter key: ANSWERING_MACHINE_DETECTION_STATUS, DISCONNECT_REASON

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

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

      UI name: Delivery attempt disposition rate

      FLOWS_OUTCOME

      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

      FLOWS_STARTED

      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

      HUMAN_ANSWERED_CALLS

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

      Unit: Count

      Valid groupings and filters: Campaign, Agent

      UI name: Human answered

      MAX_FLOW_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: Maximum flow time

      MAX_QUEUED_TIME

      Unit: Seconds

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

      UI name: Maximum queued time

      MIN_FLOW_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

      PERCENT_CASES_FIRST_CONTACT_RESOLVED

      Unit: Percent

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Cases resolved on first contact

      PERCENT_CONTACTS_STEP_EXPIRED

      Unit: Percent

      Valid groupings and filters: Queue, RoutingStepExpression

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

      PERCENT_CONTACTS_STEP_JOINED

      Unit: Percent

      Valid groupings and filters: Queue, RoutingStepExpression

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

      PERCENT_FLOWS_OUTCOME

      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.

      PERCENT_NON_TALK_TIME

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

      Unit: Percentage

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

      UI name: Non-talk time percent

      PERCENT_TALK_TIME

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

      Unit: Percentage

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

      UI name: Talk time percent

      PERCENT_TALK_TIME_AGENT

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

      Unit: Percentage

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

      UI name: Agent talk time percent

      PERCENT_TALK_TIME_CUSTOMER

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

      Unit: Percentage

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

      UI name: Customer talk time percent

      REOPENED_CASE_ACTIONS

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Cases reopened

      RESOLVED_CASE_ACTIONS

      Unit: Count

      Required filter key: CASE_TEMPLATE_ARN

      Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

      UI name: Cases resolved

      SERVICE_LEVEL

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

      Unit: Percent

      Valid groupings and filters: Queue, Channel, Routing Profile, 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: Service level X

      STEP_CONTACTS_QUEUED

      Unit: Count

      Valid groupings and filters: Queue, RoutingStepExpression

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

      SUM_AFTER_CONTACT_WORK_TIME

      Unit: Seconds

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

      UI name: After contact work time

      SUM_CONNECTING_TIME_AGENT

      Unit: Seconds

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

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

      UI name: Agent API connecting time

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

      SUM_CONTACTS_ABANDONED

      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

      SUM_CONTACTS_ABANDONED_IN_X

      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

      SUM_CONTACTS_ANSWERED_IN_X

      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

      SUM_CONTACT_FLOW_TIME

      Unit: Seconds

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

      UI name: Contact flow time

      SUM_CONTACT_TIME_AGENT

      Unit: Seconds

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

      UI name: Agent on contact time

      SUM_CONTACTS_DISCONNECTED

      Valid metric filter key: DISCONNECT_REASON

      Unit: Count

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

      UI name: Contact disconnected

      SUM_ERROR_STATUS_TIME_AGENT

      Unit: Seconds

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

      UI name: Error status time

      SUM_HANDLE_TIME

      Unit: Seconds

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

      UI name: Contact handle time

      SUM_HOLD_TIME

      Unit: Count

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

      UI name: Customer hold time

      SUM_IDLE_TIME_AGENT

      Unit: Seconds

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

      UI name: Agent idle time

      SUM_INTERACTION_AND_HOLD_TIME

      Unit: Seconds

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

      UI name: Agent interaction and hold time

      SUM_INTERACTION_TIME

      Unit: Seconds

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

      UI name: Agent interaction time

      SUM_NON_PRODUCTIVE_TIME_AGENT

      Unit: Seconds

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

      UI name: Non-Productive Time

      SUM_ONLINE_TIME_AGENT

      Unit: Seconds

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

      UI name: Online time

      SUM_RETRY_CALLBACK_ATTEMPTS

      Unit: Count

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

      UI name: Callback attempts

      This is a convenience method that creates an instance of the MetricV2.Builder avoiding the need to create one manually via MetricV2.builder().

      When the Consumer completes, SdkBuilder.build() is called immediately and its result is passed to metrics(List<MetricV2>).

      Parameters:
      metrics - a consumer that will call methods on MetricV2.Builder
      Returns:
      Returns a reference to this object so that method calls can be chained together.
      See Also:

    • nextToken

      GetMetricDataV2Request.Builder nextToken(String nextToken)

      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.

      Parameters:
      nextToken - 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.
      Returns:
      Returns a reference to this object so that method calls can be chained together.

    • maxResults

      GetMetricDataV2Request.Builder maxResults(Integer maxResults)

      The maximum number of results to return per page.

      Parameters:
      maxResults - The maximum number of results to return per page.
      Returns:
      Returns a reference to this object so that method calls can be chained together.

    • overrideConfiguration

      GetMetricDataV2Request.Builder overrideConfiguration(AwsRequestOverrideConfiguration overrideConfiguration)
      Description copied from interface: AwsRequest.Builder
      Add an optional request override configuration.
      Specified by:
      overrideConfiguration in interface AwsRequest.Builder
      Parameters:
      overrideConfiguration - The override configuration.
      Returns:
      This object for method chaining.

    • overrideConfiguration

      GetMetricDataV2Request.Builder overrideConfiguration(Consumer<AwsRequestOverrideConfiguration.Builder> builderConsumer)
      Description copied from interface: AwsRequest.Builder
      Add an optional request override configuration.
      Specified by:
      overrideConfiguration in interface AwsRequest.Builder
      Parameters:
      builderConsumer - A Consumer to which an empty AwsRequestOverrideConfiguration.Builder will be given.
      Returns:
      This object for method chaining.