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Get Metric Data V2

connect_get_metric_data_v2 R Documentation

Gets metric data from the specified Amazon Connect instance

Description

Gets metric data from the specified Amazon Connect instance.

get_metric_data_v2 offers more features than get_metric_data, the previous version of this API. It has new metrics, offers filtering at a metric level, and offers the ability to filter and group data by channels, queues, routing profiles, agents, and agent hierarchy levels. It can retrieve historical data for the last 3 months, at varying intervals.

For a description of the historical metrics that are supported by get_metric_data_v2 and get_metric_data, see Historical metrics definitions in the Amazon Connect Administrator Guide.

Usage

connect_get_metric_data_v2(ResourceArn, StartTime, EndTime, Interval,
  Filters, Groupings, Metrics, NextToken, MaxResults)

Arguments

ResourceArn

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

StartTime

[required] 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.

EndTime

[required] 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.

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.

Filters

[required] 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.

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

Metrics

[required] 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

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.

MaxResults

The maximum number of results to return per page.

Value

A list with the following syntax: 

list(
  NextToken = "string",
  MetricResults = list(
    list(
      Dimensions = list(
        "string"
      ),
      MetricInterval = list(
        Interval = "FIFTEEN_MIN"|"THIRTY_MIN"|"HOUR"|"DAY"|"WEEK"|"TOTAL",
        StartTime = as.POSIXct(
          "2015-01-01"
        ),
        EndTime = as.POSIXct(
          "2015-01-01"
        )
      ),
      Collections = list(
        list(
          Metric = list(
            Name = "string",
            Threshold = list(
              list(
                Comparison = "string",
                ThresholdValue = 123.0
              )
            ),
            MetricFilters = list(
              list(
                MetricFilterKey = "string",
                MetricFilterValues = list(
                  "string"
                ),
                Negate = TRUE|FALSE
              )
            )
          ),
          Value = 123.0
        )
      )
    )
  )
)

Request syntax

svc$get_metric_data_v2(
  ResourceArn = "string",
  StartTime = as.POSIXct(
    "2015-01-01"
  ),
  EndTime = as.POSIXct(
    "2015-01-01"
  ),
  Interval = list(
    TimeZone = "string",
    IntervalPeriod = "FIFTEEN_MIN"|"THIRTY_MIN"|"HOUR"|"DAY"|"WEEK"|"TOTAL"
  ),
  Filters = list(
    list(
      FilterKey = "string",
      FilterValues = list(
        "string"
      )
    )
  ),
  Groupings = list(
    "string"
  ),
  Metrics = list(
    list(
      Name = "string",
      Threshold = list(
        list(
          Comparison = "string",
          ThresholdValue = 123.0
        )
      ),
      MetricFilters = list(
        list(
          MetricFilterKey = "string",
          MetricFilterValues = list(
            "string"
          ),
          Negate = TRUE|FALSE
        )
      )
    )
  ),
  NextToken = "string",
  MaxResults = 123
)