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's Guide.

ABANDONMENT_RATE

Unit: Percent

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

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

AGENT_ANSWER_RATE

Unit: Percent

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

AGENT_NON_ADHERENT_TIME

Unit: Seconds

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

AGENT_NON_RESPONSE

Unit: Count

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

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.

AGENT_OCCUPANCY

Unit: Percentage

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

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

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

AVG_ABANDON_TIME

Unit: Seconds

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

AVG_ACTIVE_TIME

Unit: Seconds

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

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

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

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

AVG_CONTACT_DURATION

Unit: Seconds

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

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

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

AVG_HANDLE_TIME

Unit: Seconds

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

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

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

AVG_HOLDS

Unit: Count

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

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

AVG_INTERACTION_TIME

Unit: Seconds

Valid metric filter key: INITIATION_METHOD

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

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

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

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

AVG_QUEUE_ANSWER_TIME

Unit: Seconds

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

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

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

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

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

CONTACTS_ABANDONED

Unit: Count

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

CONTACTS_CREATED

Unit: Count

Valid metric filter key: INITIATION_METHOD

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

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

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

CONTACTS_HOLD_ABANDONS

Unit: Count

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

CONTACTS_ON_HOLD_AGENT_DISCONNECT

Unit: Count

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

CONTACTS_ON_HOLD_CUSTOMER_DISCONNECT

Unit: Count

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

CONTACTS_PUT_ON_HOLD

Unit: Count

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

CONTACTS_TRANSFERRED_OUT_EXTERNAL

Unit: Count

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

CONTACTS_TRANSFERRED_OUT_INTERNAL

Unit: Percent

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

CONTACTS_QUEUED

Unit: Count

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

CONTACTS_QUEUED_BY_ENQUEUE

Unit: Count

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

CONTACTS_RESOLVED_IN_X

Unit: Count

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

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

CONTACTS_TRANSFERRED_OUT

Unit: Count

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

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

CONTACTS_TRANSFERRED_OUT_FROM_QUEUE

Unit: Count

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

MAX_QUEUED_TIME

Unit: Seconds

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

PERCENT_CONTACTS_STEP_EXPIRED

Unit: Percent

Valid groupings and filters: Queue, RoutingStepExpression

PERCENT_CONTACTS_STEP_JOINED

Unit: Percent

Valid groupings and filters: Queue, RoutingStepExpression

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

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

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

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

SERVICE_LEVEL

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

Unit: Percent

Valid groupings and filters: Queue, Channel, Routing Profile

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

STEP_CONTACTS_QUEUED

Unit: Count

Valid groupings and filters: Queue, RoutingStepExpression

SUM_AFTER_CONTACT_WORK_TIME

Unit: Seconds

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

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

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

SUM_CONTACT_FLOW_TIME

Unit: Seconds

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

SUM_CONTACT_TIME_AGENT

Unit: Seconds

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

SUM_CONTACTS_ANSWERED_IN_X

Unit: Count

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

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

SUM_CONTACTS_ABANDONED_IN_X

Unit: Count

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

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

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

SUM_ERROR_STATUS_TIME_AGENT

Unit: Seconds

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

SUM_HANDLE_TIME

Unit: Seconds

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

SUM_HOLD_TIME

Unit: Count

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

SUM_IDLE_TIME_AGENT

Unit: Seconds

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

SUM_INTERACTION_AND_HOLD_TIME

Unit: Seconds

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

SUM_INTERACTION_TIME

Unit: Seconds

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

SUM_NON_PRODUCTIVE_TIME_AGENT

Unit: Seconds

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

SUM_ONLINE_TIME_AGENT

Unit: Seconds

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

SUM_RETRY_CALLBACK_ATTEMPTS

Unit: Count

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