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 and GetMetricData, 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. 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.

    • TimeZone (string) –

      The timezone applied to requested metrics.

    • IntervalPeriod (string) –

      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 what 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.

  • 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 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.

    • (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 in FilterValues.

        • (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 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

    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. 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 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. For Comparison, you must enter GT (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. For Comparison, you can use LT (for “Less than”) or LTE (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. For Comparison, you can use LT (for “Less than”) or LTE (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. For Comparison, you can use LT (for “Less than”) or LTE (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 as INITIATION_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. For Comparison, you can use LT (for “Less than”) or LTE (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. For Comparison, you can use LT (for “Less than”) or LTE (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, and ANSWERING_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 to false.

  • 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 selected THIRTY_MIN, StartTime and EndTime 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 each StartTime and EndTime 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, and ANSWERING_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 to false.

            • Value (float) –

              The corresponding value of the metric returned in the response.

Exceptions