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Get Current Metric Data

connect_get_current_metric_data R Documentation

Gets the real-time metric data from the specified Connect Customer instance

Description

Gets the real-time metric data from the specified Connect Customer instance.

For a description of each metric, see Metrics definitions in the Connect Customer Administrator Guide.

When you make a successful API request, you can expect the following metric values in the response:

  1. Metric value is null: The calculation cannot be performed due to divide by zero or insufficient data

  2. Metric value is a number (including 0) of defined type: The number provided is the calculation result

  3. MetricResult list is empty: The request cannot find any data in the system

The following guidelines can help you work with the API:

  • Each dimension in the metric response must contain a value

  • Each item in MetricResult must include all requested metrics

  • If the response is slow due to large result sets, try these approaches:

  • Add filters to reduce the amount of data returned

Usage

connect_get_current_metric_data(InstanceId, Filters, Groupings,
  CurrentMetrics, NextToken, MaxResults, SortCriteria)

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.
Filters

[required] The filters to apply to returned metrics. You can filter up to the following limits:

  • Queues: 100

  • Routing profiles: 100

  • Channels: 3 (VOICE, CHAT, and TASK channels are supported.)

  • RoutingStepExpressions: 50

  • AgentStatuses: 50

  • Subtypes: 10

  • ValidationTestTypes: 10

Metric data is retrieved only for the resources associated with the queues or routing profiles, and by any channels included in the filter. (You cannot filter by both queue AND routing profile.) You can include both resource IDs and resource ARNs in the same request.

When using AgentStatuses as filter make sure Queues is added as primary filter.

When using Subtypes as filter make sure Queues is added as primary filter.

When using ValidationTestTypes as filter make sure Queues is added as primary filter.

When using the RoutingStepExpression filter, you need to pass exactly one QueueId. The filter is also case sensitive so when using the RoutingStepExpression filter, grouping by ROUTING_STEP_EXPRESSION is required.

Currently tagging is only supported on the resources that are passed in the filter.
Groupings

Defines the level of aggregation for metrics data by a dimension(s). Its similar to sorting items into buckets based on a common characteristic, then counting or calculating something for each bucket. For example, when grouped by QUEUE, the metrics returned apply to each queue rather than aggregated for all queues.

The grouping list is an ordered list, with the first item in the list defined as the primary grouping. If no grouping is included in the request, the aggregation happens at the instance-level.

  • If you group by CHANNEL, you should include a Channels filter. VOICE, CHAT, and TASK channels are supported.

  • If you group by AGENT_STATUS, you must include the QUEUE as the primary grouping and use queue filter. When you group by AGENT_STATUS, the only metric available is the AGENTS_ONLINE metric.

  • If you group by SUBTYPE or VALIDATION_TEST_TYPE as secondary grouping then you must include QUEUE as primary grouping and use Queue as filter

  • If you group by ROUTING_PROFILE, you must include either a queue or routing profile filter. In addition, a routing profile filter is required for metrics CONTACTS_SCHEDULED, CONTACTS_IN_QUEUE, and OLDEST_CONTACT_AGE.

  • When using the RoutingStepExpression filter, group by ROUTING_STEP_EXPRESSION is required.
CurrentMetrics

[required] The metrics to retrieve. Specify the name or metricId, and unit for each metric. The following metrics are available. For a description of all the metrics, see Metrics definitions in the Connect Customer Administrator Guide.

MetricId should be used to reference custom metrics or out of the box metrics as Arn. If using MetricId, the limit is 10 MetricId per request.

AGENTS_AFTER_CONTACT_WORK

Unit: COUNT

Name in real-time metrics report: ACW

AGENTS_AVAILABLE

Unit: COUNT

Name in real-time metrics report: Available

AGENTS_ERROR

Unit: COUNT

Name in real-time metrics report: Error

AGENTS_NON_PRODUCTIVE

Unit: COUNT

Name in real-time metrics report: NPT (Non-Productive Time)

AGENTS_ON_CALL

Unit: COUNT

Name in real-time metrics report: On contact

AGENTS_ON_CONTACT

Unit: COUNT

Name in real-time metrics report: On contact

AGENTS_ONLINE

Unit: COUNT

Name in real-time metrics report: Online

AGENTS_STAFFED

Unit: COUNT

Name in real-time metrics report: Staffed

CONTACTS_IN_QUEUE

Unit: COUNT

Name in real-time metrics report: In queue

CONTACTS_SCHEDULED

Unit: COUNT

Name in real-time metrics report: Scheduled

ESTIMATED_WAIT_TIME

Unit: SECONDS

This metric supports filter and grouping combination only used for core routing purpose. Valid filter and grouping use cases:

  • Filter by a list of [Queues] and a list of [Channels], group by [“QUEUE”, “CHANNEL”]

  • Filter by a singleton list of [Queue], a singleton list of [Channel], a list of [RoutingStepExpression], group by [“ROUTING_STEP_EXPRESSION”].

OLDEST_CONTACT_AGE

Unit: SECONDS

When you use groupings, Unit says SECONDS and the Value is returned in SECONDS.

When you do not use groupings, Unit says SECONDS but the Value is returned in MILLISECONDS. For example, if you get a response like this:

⁠\{ "Metric": \{ "Name": "OLDEST_CONTACT_AGE", "Unit": "SECONDS" \}, "Value": 24113.0 ⁠}

The actual OLDEST_CONTACT_AGE is 24 seconds.

When the filter RoutingStepExpression is used, this metric is still calculated from enqueue time. For example, if a contact that has been queued under ⁠<Expression 1>⁠ for 10 seconds has expired and ⁠<Expression 2>⁠ becomes active, then OLDEST_CONTACT_AGE for this queue will be counted starting from 10, not 0.

Name in real-time metrics report: Oldest

SLOTS_ACTIVE

Unit: COUNT

Name in real-time metrics report: Active

SLOTS_AVAILABLE

Unit: COUNT

Name in real-time metrics report: Availability
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.

The token expires after 5 minutes from the time it is created. Subsequent requests that use the token must use the same request parameters as the request that generated the token.
MaxResults

The maximum number of results to return per page.
SortCriteria

The way to sort the resulting response based on metrics. You can enter one sort criteria. By default resources are sorted based on AGENTS_ONLINE, DESCENDING. The metric collection is sorted based on the input metrics.

Note the following:

  • Sorting on SLOTS_ACTIVE and SLOTS_AVAILABLE is not supported.

Value

A list with the following syntax:

list(
  NextToken = "string",
  MetricResults = list(
    list(
      Dimensions = list(
        Queue = list(
          Id = "string",
          Arn = "string"
        ),
        Channel = "VOICE"|"CHAT"|"TASK"|"EMAIL",
        RoutingProfile = list(
          Id = "string",
          Arn = "string"
        ),
        RoutingStepExpression = "string",
        AgentStatus = list(
          Arn = "string",
          Id = "string"
        ),
        Subtype = "string",
        ValidationTestType = "string"
      ),
      Collections = list(
        list(
          Metric = list(
            Name = "AGENTS_ONLINE"|"AGENTS_AVAILABLE"|"AGENTS_ON_CALL"|"AGENTS_NON_PRODUCTIVE"|"AGENTS_AFTER_CONTACT_WORK"|"AGENTS_ERROR"|"AGENTS_STAFFED"|"CONTACTS_IN_QUEUE"|"OLDEST_CONTACT_AGE"|"CONTACTS_SCHEDULED"|"AGENTS_ON_CONTACT"|"SLOTS_ACTIVE"|"SLOTS_AVAILABLE"|"ESTIMATED_WAIT_TIME",
            MetricId = "string",
            Unit = "SECONDS"|"COUNT"|"PERCENT"
          ),
          Value = 123.0
        )
      )
    )
  ),
  DataSnapshotTime = as.POSIXct(
    "2015-01-01"
  ),
  ApproximateTotalCount = 123
)

Request syntax

svc$get_current_metric_data(
  InstanceId = "string",
  Filters = list(
    Queues = list(
      "string"
    ),
    Channels = list(
      "VOICE"|"CHAT"|"TASK"|"EMAIL"
    ),
    RoutingProfiles = list(
      "string"
    ),
    RoutingStepExpressions = list(
      "string"
    ),
    AgentStatuses = list(
      "string"
    ),
    Subtypes = list(
      "string"
    ),
    ValidationTestTypes = list(
      "string"
    )
  ),
  Groupings = list(
    "QUEUE"|"CHANNEL"|"ROUTING_PROFILE"|"ROUTING_STEP_EXPRESSION"|"AGENT_STATUS"|"SUBTYPE"|"VALIDATION_TEST_TYPE"
  ),
  CurrentMetrics = list(
    list(
      Name = "AGENTS_ONLINE"|"AGENTS_AVAILABLE"|"AGENTS_ON_CALL"|"AGENTS_NON_PRODUCTIVE"|"AGENTS_AFTER_CONTACT_WORK"|"AGENTS_ERROR"|"AGENTS_STAFFED"|"CONTACTS_IN_QUEUE"|"OLDEST_CONTACT_AGE"|"CONTACTS_SCHEDULED"|"AGENTS_ON_CONTACT"|"SLOTS_ACTIVE"|"SLOTS_AVAILABLE"|"ESTIMATED_WAIT_TIME",
      MetricId = "string",
      Unit = "SECONDS"|"COUNT"|"PERCENT"
    )
  ),
  NextToken = "string",
  MaxResults = 123,
  SortCriteria = list(
    list(
      SortByMetric = "AGENTS_ONLINE"|"AGENTS_AVAILABLE"|"AGENTS_ON_CALL"|"AGENTS_NON_PRODUCTIVE"|"AGENTS_AFTER_CONTACT_WORK"|"AGENTS_ERROR"|"AGENTS_STAFFED"|"CONTACTS_IN_QUEUE"|"OLDEST_CONTACT_AGE"|"CONTACTS_SCHEDULED"|"AGENTS_ON_CONTACT"|"SLOTS_ACTIVE"|"SLOTS_AVAILABLE"|"ESTIMATED_WAIT_TIME",
      SortOrder = "ASCENDING"|"DESCENDING"
    )
  )
)