software.amazon.awssdk.services.connect.model.GetMetricDataV2Request Maven / Gradle / Ivy
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/*
* Copyright Amazon.com, Inc. or its affiliates. All Rights Reserved.
*
* Licensed under the Apache License, Version 2.0 (the "License"). You may not use this file except in compliance with
* the License. A copy of the License is located at
*
* http://aws.amazon.com/apache2.0
*
* or in the "license" file accompanying this file. This file is distributed on an "AS IS" BASIS, WITHOUT WARRANTIES OR
* CONDITIONS OF ANY KIND, either express or implied. See the License for the specific language governing permissions
* and limitations under the License.
*/
package software.amazon.awssdk.services.connect.model;
import java.time.Instant;
import java.util.Arrays;
import java.util.Collection;
import java.util.Collections;
import java.util.List;
import java.util.Objects;
import java.util.Optional;
import java.util.function.BiConsumer;
import java.util.function.Consumer;
import java.util.function.Function;
import java.util.stream.Collectors;
import java.util.stream.Stream;
import software.amazon.awssdk.annotations.Generated;
import software.amazon.awssdk.awscore.AwsRequestOverrideConfiguration;
import software.amazon.awssdk.core.SdkField;
import software.amazon.awssdk.core.SdkPojo;
import software.amazon.awssdk.core.protocol.MarshallLocation;
import software.amazon.awssdk.core.protocol.MarshallingType;
import software.amazon.awssdk.core.traits.ListTrait;
import software.amazon.awssdk.core.traits.LocationTrait;
import software.amazon.awssdk.core.util.DefaultSdkAutoConstructList;
import software.amazon.awssdk.core.util.SdkAutoConstructList;
import software.amazon.awssdk.utils.ToString;
import software.amazon.awssdk.utils.builder.CopyableBuilder;
import software.amazon.awssdk.utils.builder.ToCopyableBuilder;
/**
*/
@Generated("software.amazon.awssdk:codegen")
public final class GetMetricDataV2Request extends ConnectRequest implements
ToCopyableBuilder {
private static final SdkField RESOURCE_ARN_FIELD = SdkField. builder(MarshallingType.STRING)
.memberName("ResourceArn").getter(getter(GetMetricDataV2Request::resourceArn)).setter(setter(Builder::resourceArn))
.traits(LocationTrait.builder().location(MarshallLocation.PAYLOAD).locationName("ResourceArn").build()).build();
private static final SdkField START_TIME_FIELD = SdkField. builder(MarshallingType.INSTANT)
.memberName("StartTime").getter(getter(GetMetricDataV2Request::startTime)).setter(setter(Builder::startTime))
.traits(LocationTrait.builder().location(MarshallLocation.PAYLOAD).locationName("StartTime").build()).build();
private static final SdkField END_TIME_FIELD = SdkField. builder(MarshallingType.INSTANT)
.memberName("EndTime").getter(getter(GetMetricDataV2Request::endTime)).setter(setter(Builder::endTime))
.traits(LocationTrait.builder().location(MarshallLocation.PAYLOAD).locationName("EndTime").build()).build();
private static final SdkField INTERVAL_FIELD = SdkField. builder(MarshallingType.SDK_POJO)
.memberName("Interval").getter(getter(GetMetricDataV2Request::interval)).setter(setter(Builder::interval))
.constructor(IntervalDetails::builder)
.traits(LocationTrait.builder().location(MarshallLocation.PAYLOAD).locationName("Interval").build()).build();
private static final SdkField> FILTERS_FIELD = SdkField
.> builder(MarshallingType.LIST)
.memberName("Filters")
.getter(getter(GetMetricDataV2Request::filters))
.setter(setter(Builder::filters))
.traits(LocationTrait.builder().location(MarshallLocation.PAYLOAD).locationName("Filters").build(),
ListTrait
.builder()
.memberLocationName(null)
.memberFieldInfo(
SdkField. builder(MarshallingType.SDK_POJO)
.constructor(FilterV2::builder)
.traits(LocationTrait.builder().location(MarshallLocation.PAYLOAD)
.locationName("member").build()).build()).build()).build();
private static final SdkField> GROUPINGS_FIELD = SdkField
.> builder(MarshallingType.LIST)
.memberName("Groupings")
.getter(getter(GetMetricDataV2Request::groupings))
.setter(setter(Builder::groupings))
.traits(LocationTrait.builder().location(MarshallLocation.PAYLOAD).locationName("Groupings").build(),
ListTrait
.builder()
.memberLocationName(null)
.memberFieldInfo(
SdkField. builder(MarshallingType.STRING)
.traits(LocationTrait.builder().location(MarshallLocation.PAYLOAD)
.locationName("member").build()).build()).build()).build();
private static final SdkField> METRICS_FIELD = SdkField
.> builder(MarshallingType.LIST)
.memberName("Metrics")
.getter(getter(GetMetricDataV2Request::metrics))
.setter(setter(Builder::metrics))
.traits(LocationTrait.builder().location(MarshallLocation.PAYLOAD).locationName("Metrics").build(),
ListTrait
.builder()
.memberLocationName(null)
.memberFieldInfo(
SdkField. builder(MarshallingType.SDK_POJO)
.constructor(MetricV2::builder)
.traits(LocationTrait.builder().location(MarshallLocation.PAYLOAD)
.locationName("member").build()).build()).build()).build();
private static final SdkField NEXT_TOKEN_FIELD = SdkField. builder(MarshallingType.STRING)
.memberName("NextToken").getter(getter(GetMetricDataV2Request::nextToken)).setter(setter(Builder::nextToken))
.traits(LocationTrait.builder().location(MarshallLocation.PAYLOAD).locationName("NextToken").build()).build();
private static final SdkField MAX_RESULTS_FIELD = SdkField. builder(MarshallingType.INTEGER)
.memberName("MaxResults").getter(getter(GetMetricDataV2Request::maxResults)).setter(setter(Builder::maxResults))
.traits(LocationTrait.builder().location(MarshallLocation.PAYLOAD).locationName("MaxResults").build()).build();
private static final List> SDK_FIELDS = Collections.unmodifiableList(Arrays.asList(RESOURCE_ARN_FIELD,
START_TIME_FIELD, END_TIME_FIELD, INTERVAL_FIELD, FILTERS_FIELD, GROUPINGS_FIELD, METRICS_FIELD, NEXT_TOKEN_FIELD,
MAX_RESULTS_FIELD));
private final String resourceArn;
private final Instant startTime;
private final Instant endTime;
private final IntervalDetails interval;
private final List filters;
private final List groupings;
private final List metrics;
private final String nextToken;
private final Integer maxResults;
private GetMetricDataV2Request(BuilderImpl builder) {
super(builder);
this.resourceArn = builder.resourceArn;
this.startTime = builder.startTime;
this.endTime = builder.endTime;
this.interval = builder.interval;
this.filters = builder.filters;
this.groupings = builder.groupings;
this.metrics = builder.metrics;
this.nextToken = builder.nextToken;
this.maxResults = builder.maxResults;
}
/**
*
* The Amazon Resource Name (ARN) of the resource. This includes the instanceId an Amazon Connect
* instance.
*
*
* @return The Amazon Resource Name (ARN) of the resource. This includes the instanceId an Amazon
* Connect instance.
*/
public final String resourceArn() {
return resourceArn;
}
/**
*
* 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.
*
*
* @return 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.
*/
public final Instant startTime() {
return startTime;
}
/**
*
* 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.
*
*
* @return 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.
*/
public final Instant endTime() {
return endTime;
}
/**
*
* 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.
*
*
*
*
* @return 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.
*
*
*/
public final IntervalDetails interval() {
return interval;
}
/**
* For responses, this returns true if the service returned a value for the Filters property. This DOES NOT check
* that the value is non-empty (for which, you should check the {@code isEmpty()} method on the property). This is
* useful because the SDK will never return a null collection or map, but you may need to differentiate between the
* service returning nothing (or null) and the service returning an empty collection or map. For requests, this
* returns true if a value for the property was specified in the request builder, and false if a value was not
* specified.
*/
public final boolean hasFilters() {
return filters != null && !(filters instanceof SdkAutoConstructList);
}
/**
*
* 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.
*
*
*
*
* Attempts to modify the collection returned by this method will result in an UnsupportedOperationException.
*
*
* This method will never return null. If you would like to know whether the service returned this field (so that
* you can differentiate between null and empty), you can use the {@link #hasFilters} method.
*
*
* @return 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.
*
*
*/
public final List filters() {
return filters;
}
/**
* For responses, this returns true if the service returned a value for the Groupings property. This DOES NOT check
* that the value is non-empty (for which, you should check the {@code isEmpty()} method on the property). This is
* useful because the SDK will never return a null collection or map, but you may need to differentiate between the
* service returning nothing (or null) and the service returning an empty collection or map. For requests, this
* returns true if a value for the property was specified in the request builder, and false if a value was not
* specified.
*/
public final boolean hasGroupings() {
return groupings != null && !(groupings instanceof SdkAutoConstructList);
}
/**
*
* 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
*
*
* Attempts to modify the collection returned by this method will result in an UnsupportedOperationException.
*
*
* This method will never return null. If you would like to know whether the service returned this field (so that
* you can differentiate between null and empty), you can use the {@link #hasGroupings} method.
*
*
* @return 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
*/
public final List groupings() {
return groupings;
}
/**
* For responses, this returns true if the service returned a value for the Metrics property. This DOES NOT check
* that the value is non-empty (for which, you should check the {@code isEmpty()} method on the property). This is
* useful because the SDK will never return a null collection or map, but you may need to differentiate between the
* service returning nothing (or null) and the service returning an empty collection or map. For requests, this
* returns true if a value for the property was specified in the request builder, and false if a value was not
* specified.
*/
public final boolean hasMetrics() {
return metrics != null && !(metrics instanceof SdkAutoConstructList);
}
/**
*
* 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.
*
*
* - 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
*
*
*
*
* Attempts to modify the collection returned by this method will result in an UnsupportedOperationException.
*
*
* This method will never return null. If you would like to know whether the service returned this field (so that
* you can differentiate between null and empty), you can use the {@link #hasMetrics} method.
*
*
* @return 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.
*
*
* - 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
*
*
*/
public final List metrics() {
return metrics;
}
/**
*
* 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.
*
*
* @return 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.
*/
public final String nextToken() {
return nextToken;
}
/**
*
* The maximum number of results to return per page.
*
*
* @return The maximum number of results to return per page.
*/
public final Integer maxResults() {
return maxResults;
}
@Override
public Builder toBuilder() {
return new BuilderImpl(this);
}
public static Builder builder() {
return new BuilderImpl();
}
public static Class serializableBuilderClass() {
return BuilderImpl.class;
}
@Override
public final int hashCode() {
int hashCode = 1;
hashCode = 31 * hashCode + super.hashCode();
hashCode = 31 * hashCode + Objects.hashCode(resourceArn());
hashCode = 31 * hashCode + Objects.hashCode(startTime());
hashCode = 31 * hashCode + Objects.hashCode(endTime());
hashCode = 31 * hashCode + Objects.hashCode(interval());
hashCode = 31 * hashCode + Objects.hashCode(hasFilters() ? filters() : null);
hashCode = 31 * hashCode + Objects.hashCode(hasGroupings() ? groupings() : null);
hashCode = 31 * hashCode + Objects.hashCode(hasMetrics() ? metrics() : null);
hashCode = 31 * hashCode + Objects.hashCode(nextToken());
hashCode = 31 * hashCode + Objects.hashCode(maxResults());
return hashCode;
}
@Override
public final boolean equals(Object obj) {
return super.equals(obj) && equalsBySdkFields(obj);
}
@Override
public final boolean equalsBySdkFields(Object obj) {
if (this == obj) {
return true;
}
if (obj == null) {
return false;
}
if (!(obj instanceof GetMetricDataV2Request)) {
return false;
}
GetMetricDataV2Request other = (GetMetricDataV2Request) obj;
return Objects.equals(resourceArn(), other.resourceArn()) && Objects.equals(startTime(), other.startTime())
&& Objects.equals(endTime(), other.endTime()) && Objects.equals(interval(), other.interval())
&& hasFilters() == other.hasFilters() && Objects.equals(filters(), other.filters())
&& hasGroupings() == other.hasGroupings() && Objects.equals(groupings(), other.groupings())
&& hasMetrics() == other.hasMetrics() && Objects.equals(metrics(), other.metrics())
&& Objects.equals(nextToken(), other.nextToken()) && Objects.equals(maxResults(), other.maxResults());
}
/**
* Returns a string representation of this object. This is useful for testing and debugging. Sensitive data will be
* redacted from this string using a placeholder value.
*/
@Override
public final String toString() {
return ToString.builder("GetMetricDataV2Request").add("ResourceArn", resourceArn()).add("StartTime", startTime())
.add("EndTime", endTime()).add("Interval", interval()).add("Filters", hasFilters() ? filters() : null)
.add("Groupings", hasGroupings() ? groupings() : null).add("Metrics", hasMetrics() ? metrics() : null)
.add("NextToken", nextToken()).add("MaxResults", maxResults()).build();
}
public final Optional getValueForField(String fieldName, Class clazz) {
switch (fieldName) {
case "ResourceArn":
return Optional.ofNullable(clazz.cast(resourceArn()));
case "StartTime":
return Optional.ofNullable(clazz.cast(startTime()));
case "EndTime":
return Optional.ofNullable(clazz.cast(endTime()));
case "Interval":
return Optional.ofNullable(clazz.cast(interval()));
case "Filters":
return Optional.ofNullable(clazz.cast(filters()));
case "Groupings":
return Optional.ofNullable(clazz.cast(groupings()));
case "Metrics":
return Optional.ofNullable(clazz.cast(metrics()));
case "NextToken":
return Optional.ofNullable(clazz.cast(nextToken()));
case "MaxResults":
return Optional.ofNullable(clazz.cast(maxResults()));
default:
return Optional.empty();
}
}
@Override
public final List> sdkFields() {
return SDK_FIELDS;
}
private static Function getter(Function g) {
return obj -> g.apply((GetMetricDataV2Request) obj);
}
private static BiConsumer setter(BiConsumer s) {
return (obj, val) -> s.accept((Builder) obj, val);
}
public interface Builder extends ConnectRequest.Builder, SdkPojo, CopyableBuilder {
/**
*
* The Amazon Resource Name (ARN) of the resource. This includes the instanceId an Amazon Connect
* instance.
*
*
* @param resourceArn
* The Amazon Resource Name (ARN) of the resource. This includes the instanceId an Amazon
* Connect instance.
* @return Returns a reference to this object so that method calls can be chained together.
*/
Builder resourceArn(String resourceArn);
/**
*
* 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.
*
*
* @param startTime
* 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.
* @return Returns a reference to this object so that method calls can be chained together.
*/
Builder startTime(Instant startTime);
/**
*
* 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.
*
*
* @param endTime
* 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.
* @return Returns a reference to this object so that method calls can be chained together.
*/
Builder endTime(Instant endTime);
/**
*
* 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.
*
*
*
*
* @param 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.
*
*
* @return Returns a reference to this object so that method calls can be chained together.
*/
Builder interval(IntervalDetails 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.
*
*
*
* This is a convenience method that creates an instance of the {@link IntervalDetails.Builder} avoiding the
* need to create one manually via {@link IntervalDetails#builder()}.
*
*
* When the {@link Consumer} completes, {@link IntervalDetails.Builder#build()} is called immediately and its
* result is passed to {@link #interval(IntervalDetails)}.
*
* @param interval
* a consumer that will call methods on {@link IntervalDetails.Builder}
* @return Returns a reference to this object so that method calls can be chained together.
* @see #interval(IntervalDetails)
*/
default Builder interval(Consumer interval) {
return interval(IntervalDetails.builder().applyMutation(interval).build());
}
/**
*
* 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.
*
*
*
*
* @param filters
* 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.
*
*
* @return Returns a reference to this object so that method calls can be chained together.
*/
Builder filters(Collection filters);
/**
*
* 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.
*
*
*
*
* @param filters
* 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.
*
*
* @return Returns a reference to this object so that method calls can be chained together.
*/
Builder filters(FilterV2... filters);
/**
*
* 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.
*
*
*
* This is a convenience method that creates an instance of the
* {@link software.amazon.awssdk.services.connect.model.FilterV2.Builder} avoiding the need to create one
* manually via {@link software.amazon.awssdk.services.connect.model.FilterV2#builder()}.
*
*
* When the {@link Consumer} completes,
* {@link software.amazon.awssdk.services.connect.model.FilterV2.Builder#build()} is called immediately and its
* result is passed to {@link #filters(List)}.
*
* @param filters
* a consumer that will call methods on
* {@link software.amazon.awssdk.services.connect.model.FilterV2.Builder}
* @return Returns a reference to this object so that method calls can be chained together.
* @see #filters(java.util.Collection)
*/
Builder filters(Consumer... filters);
/**
*
* 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
*
*
* @param 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
* @return Returns a reference to this object so that method calls can be chained together.
*/
Builder groupings(Collection 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
*
*
* @param 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
* @return Returns a reference to this object so that method calls can be chained together.
*/
Builder groupings(String... groupings);
/**
*
* 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.
*
*
* - 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
*
*
*
*
* @param metrics
* The metrics to retrieve. Specify the name, groupings, and filters for each metric. The following
* historical metrics are available. For a description of each metric, see Historical metrics definitions in the Amazon Connect Administrator 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.
*
*
* - 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
*
*
* @return Returns a reference to this object so that method calls can be chained together.
*/
Builder metrics(Collection metrics);
/**
*
* The metrics to retrieve. Specify the name, groupings, and filters for each metric. The following historical
* metrics are available. For a description of each metric, see Historical
* metrics definitions in the Amazon Connect Administrator 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.
*
*
* - 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
*
*
*
*
* @param metrics
* The metrics to retrieve. Specify the name, groupings, and filters for each metric. The following
* historical metrics are available. For a description of each metric, see Historical metrics definitions in the Amazon Connect Administrator 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.
*
*
* - 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
*
*
* @return Returns a reference to this object so that method calls can be chained together.
*/
Builder metrics(MetricV2... metrics);
/**
*
* The metrics to retrieve. Specify the name, groupings, and filters for each metric. The following historical
* metrics are available. For a description of each metric, see Historical
* metrics definitions in the Amazon Connect Administrator 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.
*
*
* - 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
*
*
*
* This is a convenience method that creates an instance of the
* {@link software.amazon.awssdk.services.connect.model.MetricV2.Builder} avoiding the need to create one
* manually via {@link software.amazon.awssdk.services.connect.model.MetricV2#builder()}.
*
*
* When the {@link Consumer} completes,
* {@link software.amazon.awssdk.services.connect.model.MetricV2.Builder#build()} is called immediately and its
* result is passed to {@link #metrics(List)}.
*
* @param metrics
* a consumer that will call methods on
* {@link software.amazon.awssdk.services.connect.model.MetricV2.Builder}
* @return Returns a reference to this object so that method calls can be chained together.
* @see #metrics(java.util.Collection)
*/
Builder metrics(Consumer... metrics);
/**
*
* 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.
*
*
* @param 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.
* @return Returns a reference to this object so that method calls can be chained together.
*/
Builder nextToken(String nextToken);
/**
*
* The maximum number of results to return per page.
*
*
* @param maxResults
* The maximum number of results to return per page.
* @return Returns a reference to this object so that method calls can be chained together.
*/
Builder maxResults(Integer maxResults);
@Override
Builder overrideConfiguration(AwsRequestOverrideConfiguration overrideConfiguration);
@Override
Builder overrideConfiguration(Consumer builderConsumer);
}
static final class BuilderImpl extends ConnectRequest.BuilderImpl implements Builder {
private String resourceArn;
private Instant startTime;
private Instant endTime;
private IntervalDetails interval;
private List filters = DefaultSdkAutoConstructList.getInstance();
private List groupings = DefaultSdkAutoConstructList.getInstance();
private List metrics = DefaultSdkAutoConstructList.getInstance();
private String nextToken;
private Integer maxResults;
private BuilderImpl() {
}
private BuilderImpl(GetMetricDataV2Request model) {
super(model);
resourceArn(model.resourceArn);
startTime(model.startTime);
endTime(model.endTime);
interval(model.interval);
filters(model.filters);
groupings(model.groupings);
metrics(model.metrics);
nextToken(model.nextToken);
maxResults(model.maxResults);
}
public final String getResourceArn() {
return resourceArn;
}
public final void setResourceArn(String resourceArn) {
this.resourceArn = resourceArn;
}
@Override
public final Builder resourceArn(String resourceArn) {
this.resourceArn = resourceArn;
return this;
}
public final Instant getStartTime() {
return startTime;
}
public final void setStartTime(Instant startTime) {
this.startTime = startTime;
}
@Override
public final Builder startTime(Instant startTime) {
this.startTime = startTime;
return this;
}
public final Instant getEndTime() {
return endTime;
}
public final void setEndTime(Instant endTime) {
this.endTime = endTime;
}
@Override
public final Builder endTime(Instant endTime) {
this.endTime = endTime;
return this;
}
public final IntervalDetails.Builder getInterval() {
return interval != null ? interval.toBuilder() : null;
}
public final void setInterval(IntervalDetails.BuilderImpl interval) {
this.interval = interval != null ? interval.build() : null;
}
@Override
public final Builder interval(IntervalDetails interval) {
this.interval = interval;
return this;
}
public final List getFilters() {
List result = FiltersV2ListCopier.copyToBuilder(this.filters);
if (result instanceof SdkAutoConstructList) {
return null;
}
return result;
}
public final void setFilters(Collection filters) {
this.filters = FiltersV2ListCopier.copyFromBuilder(filters);
}
@Override
public final Builder filters(Collection filters) {
this.filters = FiltersV2ListCopier.copy(filters);
return this;
}
@Override
@SafeVarargs
public final Builder filters(FilterV2... filters) {
filters(Arrays.asList(filters));
return this;
}
@Override
@SafeVarargs
public final Builder filters(Consumer... filters) {
filters(Stream.of(filters).map(c -> FilterV2.builder().applyMutation(c).build()).collect(Collectors.toList()));
return this;
}
public final Collection getGroupings() {
if (groupings instanceof SdkAutoConstructList) {
return null;
}
return groupings;
}
public final void setGroupings(Collection groupings) {
this.groupings = GroupingsV2Copier.copy(groupings);
}
@Override
public final Builder groupings(Collection groupings) {
this.groupings = GroupingsV2Copier.copy(groupings);
return this;
}
@Override
@SafeVarargs
public final Builder groupings(String... groupings) {
groupings(Arrays.asList(groupings));
return this;
}
public final List getMetrics() {
List result = MetricsV2Copier.copyToBuilder(this.metrics);
if (result instanceof SdkAutoConstructList) {
return null;
}
return result;
}
public final void setMetrics(Collection metrics) {
this.metrics = MetricsV2Copier.copyFromBuilder(metrics);
}
@Override
public final Builder metrics(Collection metrics) {
this.metrics = MetricsV2Copier.copy(metrics);
return this;
}
@Override
@SafeVarargs
public final Builder metrics(MetricV2... metrics) {
metrics(Arrays.asList(metrics));
return this;
}
@Override
@SafeVarargs
public final Builder metrics(Consumer... metrics) {
metrics(Stream.of(metrics).map(c -> MetricV2.builder().applyMutation(c).build()).collect(Collectors.toList()));
return this;
}
public final String getNextToken() {
return nextToken;
}
public final void setNextToken(String nextToken) {
this.nextToken = nextToken;
}
@Override
public final Builder nextToken(String nextToken) {
this.nextToken = nextToken;
return this;
}
public final Integer getMaxResults() {
return maxResults;
}
public final void setMaxResults(Integer maxResults) {
this.maxResults = maxResults;
}
@Override
public final Builder maxResults(Integer maxResults) {
this.maxResults = maxResults;
return this;
}
@Override
public Builder overrideConfiguration(AwsRequestOverrideConfiguration overrideConfiguration) {
super.overrideConfiguration(overrideConfiguration);
return this;
}
@Override
public Builder overrideConfiguration(Consumer builderConsumer) {
super.overrideConfiguration(builderConsumer);
return this;
}
@Override
public GetMetricDataV2Request build() {
return new GetMetricDataV2Request(this);
}
@Override
public List> sdkFields() {
return SDK_FIELDS;
}
}
}