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Get Contact Metrics

connect_get_contact_metrics R Documentation

Retrieves contact metric data for a specified contact

Description

Retrieves contact metric data for a specified contact.

Use cases

Following are common use cases for position in queue and estimated wait time:

  • Customer-Facing Wait Time Announcements - Display or announce the estimated wait time and position in queue to customers before or during their queue experience.

  • Callback Offerings - Offer customers a callback option when the estimated wait time or position in queue exceeds a defined threshold.

  • Queue Routing Decisions - Route incoming contacts to less congested queues by comparing estimated wait time and position in queue across multiple queues.

  • Self-Service Deflection - Redirect customers to self-service options like chatbots or FAQs when estimated wait time is high or position in queue is unfavorable.

Important things to know

  • Metrics are only available while the contact is actively in queue.

  • For more information, see the Position in queue metric in the Connect Customer Administrator Guide.

Endpoints: See Connect Customer endpoints and quotas.

Usage

connect_get_contact_metrics(InstanceId, ContactId, Metrics)

Arguments

InstanceId

[required] The identifier of the Connect Customer instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.
ContactId

[required] The identifier of the contact in this instance of Connect Customer.
Metrics

[required] A list of contact level metrics to retrieve.Supported metrics include POSITION_IN_QUEUE (the contact's current position in the queue) and ESTIMATED_WAIT_TIME (the predicted time in seconds until the contact is connected to an agent)

Value

A list with the following syntax:

list(
  MetricResults = list(
    list(
      Name = "ESTIMATED_WAIT_TIME"|"POSITION_IN_QUEUE",
      Value = list(
        Number = 123.0
      )
    )
  ),
  Id = "string",
  Arn = "string"
)

Request syntax

svc$get_contact_metrics(
  InstanceId = "string",
  ContactId = "string",
  Metrics = list(
    list(
      Name = "ESTIMATED_WAIT_TIME"|"POSITION_IN_QUEUE"
    )
  )
)