Connect / Client / get_metric_data_v2
get_metric_data_v2#
- Connect.Client.get_metric_data_v2(**kwargs)#
Gets metric data from the specified Amazon Connect instance.
GetMetricDataV2
offers more features than GetMetricData, 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. It does not support agent queues.For a description of the historical metrics that are supported by
GetMetricDataV2
andGetMetricData
, see Historical metrics definitions in the Amazon Connect Administrator Guide.See also: AWS API Documentation
Request Syntax
response = client.get_metric_data_v2( ResourceArn='string', StartTime=datetime(2015, 1, 1), EndTime=datetime(2015, 1, 1), Interval={ 'TimeZone': 'string', 'IntervalPeriod': 'FIFTEEN_MIN'|'THIRTY_MIN'|'HOUR'|'DAY'|'WEEK'|'TOTAL' }, Filters=[ { 'FilterKey': 'string', 'FilterValues': [ 'string', ] }, ], Groupings=[ 'string', ], Metrics=[ { 'Name': 'string', 'Threshold': [ { 'Comparison': 'string', 'ThresholdValue': 123.0 }, ], 'MetricFilters': [ { 'MetricFilterKey': 'string', 'MetricFilterValues': [ 'string', ], 'Negate': True|False }, ] }, ], NextToken='string', MaxResults=123 )
- Parameters:
ResourceArn (string) –
[REQUIRED]
The Amazon Resource Name (ARN) of the resource. This includes the
instanceId
an Amazon Connect instance.StartTime (datetime) –
[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 (datetime) –
[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 (dict) –
The interval period and timezone to apply to returned metrics.
IntervalPeriod
: An aggregated grouping applied to request metrics. ValidIntervalPeriod
values are:FIFTEEN_MIN
|THIRTY_MIN
|HOUR
|DAY
|WEEK
|TOTAL
. For example, ifIntervalPeriod
is selectedTHIRTY_MIN
,StartTime
andEndTime
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 theTOTAL
interval period. The following list describes restrictions onStartTime
andEndTime
based on whichIntervalPeriod
is requested.FIFTEEN_MIN
: The difference betweenStartTime
andEndTime
must be less than 3 days.THIRTY_MIN
: The difference betweenStartTime
andEndTime
must be less than 3 days.HOUR
: The difference betweenStartTime
andEndTime
must be less than 3 days.DAY
: The difference betweenStartTime
andEndTime
must be less than 35 days.WEEK
: The difference betweenStartTime
andEndTime
must be less than 35 days.TOTAL
: The difference betweenStartTime
andEndTime
must be less than 35 days.
TimeZone
: The timezone applied to requested metrics.
TimeZone (string) –
The timezone applied to requested metrics.
IntervalPeriod (string) –
IntervalPeriod
: An aggregated grouping applied to request metrics. ValidIntervalPeriod
values are:FIFTEEN_MIN
|THIRTY_MIN
|HOUR
|DAY
|WEEK
|TOTAL
.For example, if
IntervalPeriod
is selectedTHIRTY_MIN
,StartTime
andEndTime
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 theTOTAL
interval period.The following list describes restrictions on
StartTime
andEndTime
based on whatIntervalPeriod
is requested.FIFTEEN_MIN
: The difference betweenStartTime
andEndTime
must be less than 3 days.THIRTY_MIN
: The difference betweenStartTime
andEndTime
must be less than 3 days.HOUR
: The difference betweenStartTime
andEndTime
must be less than 3 days.DAY
: The difference betweenStartTime
andEndTime
must be less than 35 days.WEEK
: The difference betweenStartTime
andEndTime
must be less than 35 days.TOTAL
: The difference betweenStartTime
andEndTime
must be less than 35 days.
Filters (list) –
[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
|BOT_ID
|BOT_ALIAS
|BOT_VERSION
|BOT_LOCALE
|BOT_INTENT_NAME
|CAMPAIGN
|CAMPAIGN_DELIVERY_EVENT_TYPE
|CASE_TEMPLATE_ARN
|CASE_STATUS
|CHANNEL
|contact/segmentAttributes/connect:Subtype
|DISCONNECT_REASON
|FEATURE
|FLOW_ACTION_ID
|FLOW_TYPE
|FLOWS_MODULE_RESOURCE_ID
|FLOWS_NEXT_RESOURCE_ID
|FLOWS_NEXT_RESOURCE_QUEUE_ID
|FLOWS_OUTCOME_TYPE
|FLOWS_RESOURCE_ID
|INITIATION_METHOD
|INVOKING_RESOURCE_PUBLISHED_TIMESTAMP
|INVOKING_RESOURCE_TYPE
|PARENT_FLOWS_RESOURCE_ID
|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 theFEATURE
filter key. It is available only to contacts analyzed by Contact Lens conversational analytics.connect:Chat
,connect:SMS
,connect:Telephony
, andconnect:WebRTC
are validfilterValue
examples (not exhaustive) for thecontact/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 theQ_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 theCAMPAIGN
filter key.(dict) –
Contains the filter to apply when retrieving metrics with the GetMetricDataV2 API.
FilterKey (string) –
The key to use for filtering data. For example,
QUEUE
,ROUTING_PROFILE, AGENT
,CHANNEL
,AGENT_HIERARCHY_LEVEL_ONE
,AGENT_HIERARCHY_LEVEL_TWO
,AGENT_HIERARCHY_LEVEL_THREE
,AGENT_HIERARCHY_LEVEL_FOUR
,AGENT_HIERARCHY_LEVEL_FIVE
. There must be at least 1 key and a maximum 5 keys.FilterValues (list) –
The identifiers to use for filtering data. For example, if you have a filter key of
QUEUE
, you would add queue IDs or ARNs inFilterValues
.(string) –
Groupings (list) –
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
|BOT_ID
|BOT_ALIAS
|BOT_VERSION
|BOT_LOCALE
|BOT_INTENT_NAME
|CAMPAIGN
|CAMPAIGN_DELIVERY_EVENT_TYPE
|CASE_TEMPLATE_ARN
|CASE_STATUS
|CHANNEL
|contact/segmentAttributes/connect:Subtype
|DISCONNECT_REASON
|FLOWS_RESOURCE_ID
|FLOWS_MODULE_RESOURCE_ID
|FLOW_ACTION_ID
|FLOW_TYPE
|FLOWS_OUTCOME_TYPE
|INITIATION_METHOD
|INVOKING_RESOURCE_PUBLISHED_TIMESTAMP
|INVOKING_RESOURCE_TYPE
|PARENT_FLOWS_RESOURCE_ID
|Q_CONNECT_ENABLED
|QUEUE
|RESOURCE_PUBLISHED_TIMESTAMP
|ROUTING_PROFILE
|ROUTING_STEP_EXPRESSION
(string) –
Metrics (list) –
[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
Note
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 asINITIATION_METHOD
:INBOUND
|OUTBOUND
|CALLBACK
|API
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
UI name: Average agent API connecting time
Note
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_BOT_CONVERSATION_TIME
Unit: Seconds
Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot version, Bot locale, Flows resource ID, Flows module resource ID, Flow type, Flow action ID, Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows resource ID
UI name: Average bot conversation time
AVG_BOT_CONVERSATION_TURNS
Unit: Count
Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot version, Bot locale, Flows resource ID, Flows module resource ID, Flow type, Flow action ID, Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows resource ID
UI name: Average bot conversation turns
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
Note
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 outbound campaigns that use the agent assisted voice and automated voice delivery modes.
Unit: Count
Valid groupings and filters: Agent, Campaign, 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
Note
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
Note
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
Note
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
Note
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
Note
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 outbound campaigns that use the agent assisted voice and automated voice delivery modes.
Unit: Seconds
Valid groupings and filters: Campaign
UI name: Average wait time after customer connection
BOT_CONVERSATIONS_COMPLETED
Unit: Count
Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot version, Bot locale, Flows resource ID, Flows module resource ID, Flow type, Flow action ID, Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows resource ID
UI name: Bot conversations
BOT_INTENTS_COMPLETED
Unit: Count
Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot version, Bot locale, Bot intent name, Flows resource ID, Flows module resource ID, Flow type, Flow action ID, Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows resource ID
UI name: Bot intents completed
CAMPAIGN_CONTACTS_ABANDONED_AFTER_X
This metric is available only for outbound campaigns using the agent assisted voice and automated voice delivery modes.
Unit: Count
Valid groupings and filters: Agent, Campaign
Threshold: For
ThresholdValue
, enter any whole number from 1 to 604800 (inclusive), in seconds. ForComparison
, you must enterGT
(for Greater than).UI name: Campaign contacts abandoned after X
CAMPAIGN_CONTACTS_ABANDONED_AFTER_X_RATE
This metric is available only for outbound campaigns using the agent assisted voice and automated voice delivery modes.
Unit: Percent
Valid groupings and filters: Agent, Campaign
Threshold: For
ThresholdValue
, enter any whole number from 1 to 604800 (inclusive), in seconds. ForComparison
, you must enterGT
(for Greater than).UI name: Campaign contacts abandoned after X rate
CAMPAIGN_INTERACTIONS
This metric is available only for outbound campaigns using the email delivery mode.
Unit: Count
Valid metric filter key: CAMPAIGN_INTERACTION_EVENT_TYPE
Valid groupings and filters: Campaign
UI name: Campaign interactions
CAMPAIGN_SEND_ATTEMPTS
This metric is available only for outbound campaigns.
Unit: Count
Valid groupings and filters: Campaign, Channel, contact/segmentAttributes/connect:Subtype
UI name: Campaign send attempts
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
Note
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
Note
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. ForComparison
, you can useLT
(for “Less than”) orLTE
(for “Less than equal”).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. ForComparison
, you can useLT
(for “Less than”) orLTE
(for “Less than equal”).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
Note
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 outbound campaigns.
Unit: Count
Valid metric filter key:
ANSWERING_MACHINE_DETECTION_STATUS
,CAMPAIGN_DELIVERY_EVENT_TYPE
,DISCONNECT_REASON
Valid groupings and filters: Agent, Answering Machine Detection Status, Campaign, Campaign Delivery EventType, Channel, contact/segmentAttributes/connect:Subtype, Disconnect Reason, Queue, Routing Profile
UI name: Delivery attempts
Note
Campaign Delivery EventType filter and grouping are only available for SMS and Email campaign delivery modes. Agent, Queue, Routing Profile, Answering Machine Detection Status and Disconnect Reason are only available for agent assisted voice and automated voice delivery modes.
DELIVERY_ATTEMPT_DISPOSITION_RATE
This metric is available only for outbound campaigns. Dispositions for the agent assisted voice and automated voice delivery modes are only available with answering machine detection enabled.
Unit: Percent
Valid metric filter key:
ANSWERING_MACHINE_DETECTION_STATUS
,CAMPAIGN_DELIVERY_EVENT_TYPE
,DISCONNECT_REASON
Valid groupings and filters: Agent, Answering Machine Detection Status, Campaign, Channel, contact/segmentAttributes/connect:Subtype, Disconnect Reason, Queue, Routing Profile
UI name: Delivery attempt disposition rate
Note
Campaign Delivery Event Type filter and grouping are only available for SMS and Email campaign delivery modes. Agent, Queue, Routing Profile, Answering Machine Detection Status and Disconnect Reason are only available for agent assisted voice and automated voice delivery modes.
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 outbound campaigns. Dispositions for the agent assisted voice and automated voice delivery modes are only available with answering machine detection enabled.
Unit: Count
Valid groupings and filters: Agent, Campaign
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_BOT_CONVERSATIONS_OUTCOME
Unit: Percent
Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot version, Bot locale, Flows resource ID, Flows module resource ID, Flow type, Flow action ID, Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows resource ID
UI name: Percent bot conversations outcome
PERCENT_BOT_INTENTS_OUTCOME
Unit: Percent
Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot version, Bot locale, Bot intent name, Flows resource ID, Flows module resource ID, Flow type, Flow action ID, Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows resource ID
UI name: Percent bot intents outcome
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.
Note
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. ForComparison
, you can useLT
(for “Less than”) orLTE
(for “Less than equal”).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 asINITIATION_METHOD
:INBOUND
|OUTBOUND
|CALLBACK
|API
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
UI name: Agent API connecting time
Note
The
Negate
key in metric-level filters is not applicable for this metric.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. ForComparison
, you can useLT
(for “Less than”) orLTE
(for “Less than equal”).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. ForComparison
, you can useLT
(for “Less than”) orLTE
(for “Less than equal”).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
(dict) –
Contains information about the metric.
Name (string) –
The name of the metric.
Warning
This parameter is required. The following Required = No is incorrect.
Threshold (list) –
Contains information about the threshold for service level metrics.
(dict) –
Contains information about the threshold for service level metrics.
Comparison (string) –
The type of comparison. Currently, “less than” (LT), “less than equal” (LTE), and “greater than” (GT) comparisons are supported.
ThresholdValue (float) –
The threshold value to compare.
MetricFilters (list) –
Contains the filters to be used when returning data.
(dict) –
Contains information about the filter used when retrieving metrics.
MetricFiltersV2
can be used on the following metrics:AVG_AGENT_CONNECTING_TIME
,CONTACTS_CREATED
,CONTACTS_HANDLED
,SUM_CONTACTS_DISCONNECTED
.MetricFilterKey (string) –
The key to use for filtering data.
Valid metric filter keys:
ANSWERING_MACHINE_DETECTION_STATUS
CASE_STATUS
DISCONNECT_REASON
FLOWS_ACTION_IDENTIFIER
FLOWS_NEXT_ACTION_IDENTIFIER
FLOWS_OUTCOME_TYPE
FLOWS_RESOURCE_TYPE
INITIATION_METHOD
MetricFilterValues (list) –
The values to use for filtering data. Values for metric-level filters can be either a fixed set of values or a customized list, depending on the use case.
For valid values of metric-level filters
INITIATION_METHOD
,DISCONNECT_REASON
, andANSWERING_MACHINE_DETECTION_STATUS
, see ContactTraceRecord in the Amazon Connect Administrator Guide.For valid values of the metric-level filter
FLOWS_OUTCOME_TYPE
, see the description for the Flow outcome metric in the Amazon Connect Administrator Guide.For valid values of the metric-level filter
BOT_CONVERSATION_OUTCOME_TYPE
, see the description for the Bot conversations completed in the Amazon Connect Administrator Guide.For valid values of the metric-level filter
BOT_INTENT_OUTCOME_TYPE
, see the description for the Bot intents completed metric in the Amazon Connect Administrator Guide.(string) –
Negate (boolean) –
If set to
true
, the API response contains results that filter out the results matched by the metric-level filters condition. By default,Negate
is set tofalse
.
NextToken (string) – 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 (integer) – The maximum number of results to return per page.
- Return type:
dict
- Returns:
Response Syntax
{ 'NextToken': 'string', 'MetricResults': [ { 'Dimensions': { 'string': 'string' }, 'MetricInterval': { 'Interval': 'FIFTEEN_MIN'|'THIRTY_MIN'|'HOUR'|'DAY'|'WEEK'|'TOTAL', 'StartTime': datetime(2015, 1, 1), 'EndTime': datetime(2015, 1, 1) }, 'Collections': [ { 'Metric': { 'Name': 'string', 'Threshold': [ { 'Comparison': 'string', 'ThresholdValue': 123.0 }, ], 'MetricFilters': [ { 'MetricFilterKey': 'string', 'MetricFilterValues': [ 'string', ], 'Negate': True|False }, ] }, 'Value': 123.0 }, ] }, ] }
Response Structure
(dict) –
NextToken (string) –
If there are additional results, this is the token for the next set of results.
MetricResults (list) –
Information about the metrics requested in the API request If no grouping is specified, a summary of metric data is returned.
(dict) –
Contains information about the metric results.
Dimensions (dict) –
The dimension for the metrics.
(string) –
(string) –
MetricInterval (dict) –
The interval period with the start and end time for the metrics.
Interval (string) –
The interval period provided in the API request.
StartTime (datetime) –
The timestamp, in UNIX Epoch time format. Start time is based on the interval period selected.
EndTime (datetime) –
The timestamp, in UNIX Epoch time format. End time is based on the interval period selected. For example, If
IntervalPeriod
is selectedTHIRTY_MIN
,StartTime
andEndTime
in the API request differs by 1 day, then 48 results are returned in the response. Each result is aggregated by the 30 minutes period, with eachStartTime
andEndTime
differing by 30 minutes.
Collections (list) –
The set of metrics.
(dict) –
Contains the name, thresholds, and metric filters.
Metric (dict) –
The metric name, thresholds, and metric filters of the returned metric.
Name (string) –
The name of the metric.
Warning
This parameter is required. The following Required = No is incorrect.
Threshold (list) –
Contains information about the threshold for service level metrics.
(dict) –
Contains information about the threshold for service level metrics.
Comparison (string) –
The type of comparison. Currently, “less than” (LT), “less than equal” (LTE), and “greater than” (GT) comparisons are supported.
ThresholdValue (float) –
The threshold value to compare.
MetricFilters (list) –
Contains the filters to be used when returning data.
(dict) –
Contains information about the filter used when retrieving metrics.
MetricFiltersV2
can be used on the following metrics:AVG_AGENT_CONNECTING_TIME
,CONTACTS_CREATED
,CONTACTS_HANDLED
,SUM_CONTACTS_DISCONNECTED
.MetricFilterKey (string) –
The key to use for filtering data.
Valid metric filter keys:
ANSWERING_MACHINE_DETECTION_STATUS
CASE_STATUS
DISCONNECT_REASON
FLOWS_ACTION_IDENTIFIER
FLOWS_NEXT_ACTION_IDENTIFIER
FLOWS_OUTCOME_TYPE
FLOWS_RESOURCE_TYPE
INITIATION_METHOD
MetricFilterValues (list) –
The values to use for filtering data. Values for metric-level filters can be either a fixed set of values or a customized list, depending on the use case.
For valid values of metric-level filters
INITIATION_METHOD
,DISCONNECT_REASON
, andANSWERING_MACHINE_DETECTION_STATUS
, see ContactTraceRecord in the Amazon Connect Administrator Guide.For valid values of the metric-level filter
FLOWS_OUTCOME_TYPE
, see the description for the Flow outcome metric in the Amazon Connect Administrator Guide.For valid values of the metric-level filter
BOT_CONVERSATION_OUTCOME_TYPE
, see the description for the Bot conversations completed in the Amazon Connect Administrator Guide.For valid values of the metric-level filter
BOT_INTENT_OUTCOME_TYPE
, see the description for the Bot intents completed metric in the Amazon Connect Administrator Guide.(string) –
Negate (boolean) –
If set to
true
, the API response contains results that filter out the results matched by the metric-level filters condition. By default,Negate
is set tofalse
.
Value (float) –
The corresponding value of the metric returned in the response.
Exceptions
Connect.Client.exceptions.InvalidRequestException
Connect.Client.exceptions.InvalidParameterException
Connect.Client.exceptions.InternalServiceException
Connect.Client.exceptions.ThrottlingException
Connect.Client.exceptions.ResourceNotFoundException