currentMetrics

The metrics to retrieve. Specify the name and unit for each metric. The following metrics are available. For a description of all the metrics, see Metrics definitions in the Amazon Connect Administrator Guide.

AGENTS_AFTER_CONTACT_WORK

Unit: COUNT

Name in real-time metrics report: ACW

AGENTS_AVAILABLE

Unit: COUNT

Name in real-time metrics report: Available

AGENTS_ERROR

Unit: COUNT

Name in real-time metrics report: Error

AGENTS_NON_PRODUCTIVE

Unit: COUNT

Name in real-time metrics report: NPT (Non-Productive Time)

AGENTS_ON_CALL

Unit: COUNT

Name in real-time metrics report: On contact

AGENTS_ON_CONTACT

Unit: COUNT

Name in real-time metrics report: On contact

AGENTS_ONLINE

Unit: COUNT

Name in real-time metrics report: Online

AGENTS_STAFFED

Unit: COUNT

Name in real-time metrics report: Staffed

CONTACTS_IN_QUEUE

Unit: COUNT

Name in real-time metrics report: In queue

CONTACTS_SCHEDULED

Unit: COUNT

Name in real-time metrics report: Scheduled

OLDEST_CONTACT_AGE

Unit: SECONDS

When you use groupings, Unit says SECONDS and the Value is returned in SECONDS.

When you do not use groupings, Unit says SECONDS but the Value is returned in MILLISECONDS. For example, if you get a response like this:

{ "Metric": { "Name": "OLDEST_CONTACT_AGE", "Unit": "SECONDS" }, "Value": 24113.0 }

The actual OLDEST_CONTACT_AGE is 24 seconds.

When the filter RoutingStepExpression is used, this metric is still calculated from enqueue time. For example, if a contact that has been queued under <Expression 1> for 10 seconds has expired and <Expression 2> becomes active, then OLDEST_CONTACT_AGE for this queue will be counted starting from 10, not 0.

Name in real-time metrics report: Oldest

SLOTS_ACTIVE

Unit: COUNT

Name in real-time metrics report: Active

SLOTS_AVAILABLE

Unit: COUNT

Name in real-time metrics report: Availability