Get Metric Data V2

connect_get_metric_data_v2

R Documentation

Gets metric data from the specified Connect Customer instance

Description

Gets metric data from the specified Connect Customer instance.

get_metric_data_v2 offers more features than get_metric_data, the previous version of this API. It has new metrics, offers filtering at a metric level, and offers the ability to filter and group data by channels, queues, routing profiles, agents, and agent hierarchy levels. It can retrieve historical data for the last 3 months, at varying intervals. It does not support agent queues.

For a description of the historical metrics that are supported by get_metric_data_v2 and get_metric_data, 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:

• Narrow the time range of your request

• Add filters to reduce the amount of data returned

Usage

connect_get_metric_data_v2(ResourceArn, StartTime, EndTime, Interval,
  Filters, Groupings, Metrics, NextToken, MaxResults)

Arguments

ResourceArn	[required] The Amazon Resource Name (ARN) of the resource. This includes the instanceId an Connect Customer instance.
StartTime	[required] The timestamp, in UNIX Epoch time format, at which to start the reporting interval for the retrieval of historical metrics data. The time must be before the end time timestamp. The start and end time depends on the IntervalPeriod selected. By default the time range between start and end time is 35 days. Historical metrics are available for 3 months.
EndTime	[required] The timestamp, in UNIX Epoch time format, at which to end the reporting interval for the retrieval of historical metrics data. The time must be later than the start time timestamp. It cannot be later than the current timestamp.
Interval	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 Connect Customer returns 48 results in the response. Each result is aggregated by the THIRTY_MIN period. By default Connect Customer 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.
Filters	[required] Filtering is an operation that selects records that match a set of specified criteria. By narrowing the dataset before aggregation, filters ensure that only relevant records are included in the computation. Filter keys The following are valid filter keys for a get_metric_data_v2 request: AGENT | AGENT_HIERARCHY_LEVEL_ONE | AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE | AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE | ANSWERING_MACHINE_DETECTION_STATUS | BOT_ALIAS | BOT_ID | BOT_INTENT_NAME | BOT_LOCALE | BOT_VERSION | CAMPAIGN | CAMPAIGN_DELIVERY_EVENT_TYPE | CAMPAIGN_EXCLUDED_EVENT_TYPE | CASE_STATUS | CASE_TEMPLATE_ARN | CHANNEL | contact/segmentAttributes/connect:Subtype | contact/segmentAttributes/connect:ValidationTestType | DISCONNECT_REASON | EVALUATION_FORM | EVALUATION_QUESTION | EVALUATION_SECTION | EVALUATION_SOURCE | EVALUATOR_ID | FEATURE | FLOW_ACTION_ID | FLOW_TYPE | FLOWS_MODULE_RESOURCE_ID | FLOWS_NEXT_RESOURCE_ID | FLOWS_NEXT_RESOURCE_QUEUE_ID | FLOWS_OUTCOME_TYPE | FLOWS_RESOURCE_ID | FORM_VERSION | INITIATING_FLOW | INITIATION_METHOD | INVOKING_RESOURCE_PUBLISHED_TIMESTAMP | INVOKING_RESOURCE_TYPE | PARENT_FLOWS_RESOURCE_ID | Q_CONNECT_ENABLED | 'QU The following filter keys correspond to Connect Customer resources and are used for authorizing requests. A get_metric_data_v2 request requires at least one of these filters: QUEUE, ROUTING_PROFILE, AGENT, AGENT_HIERARCHY_LEVEL_ONE, AGENT_HIERARCHY_LEVEL_TWO, AGENT_HIERARCHY_LEVEL_THREE, AGENT_HIERARCHY_LEVEL_FOUR, AGENT_HIERARCHY_LEVEL_FIVE, CAMPAIGN, EVALUATION_FORM, EVALUATOR_ID You can use up to 5 filter keys in a single request, and up to 100 filter values across all filter keys. Filter values VOICE, CHAT, TASK, and EMAIL are valid filter values for the CHANNEL filter key. They do not count towards the limit of 100 filter values. For example, a get_metric_data_v2 request can filter by 50 queues, 35 agents, and 15 routing profiles for a total of 100 filter values, along with 4 channel filters. contact_lens_conversational_analytics is a valid filter value for the FEATURE filter key. It is available only for contacts analyzed by Contact Lens conversational analytics. connect:Chat, connect:SMS, connect:Telephony, and connect:WebRTC are valid filter value examples (not exhaustive) for the contact/segmentAttributes/connect:Subtype filter key. ROUTING_STEP_EXPRESSION accepts a filter value up to 3,000 characters in length. This filter is case-sensitive and order-sensitive. JSON string fields must be sorted in ascending order, and JSON array order must be preserved. TRUE and FALSE are the only valid filter values for the Q_CONNECT_ENABLED filter key. TRUE includes all contacts that had Connect AI Agents enabled as part of the flow. FALSE includes all contacts that did not have Connect AI Agents enabled as part of the flow. EXPERIENCE_VALIDATION and FLOW_VALIDATION are the only valid filter values for the contact/segmentAttributes/connect:ValidationTestType filter key. This filter is available only for contact record-driven metrics. Campaign ARNs are valid filter values for the CAMPAIGN filter key. To filter by phone number, see Create a historical metrics report in the Connect Customer Administrator Guide.
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 | BOT_ID | BOT_ALIAS | BOT_VERSION | BOT_LOCALE | BOT_INTENT_NAME | CAMPAIGN | CAMPAIGN_DELIVERY_EVENT_TYPE | CAMPAIGN_EXCLUDED_EVENT_TYPE | CAMPAIGN_EXECUTION_TIMESTAMP | CASE_TEMPLATE_ARN | CASE_STATUS | CHANNEL | contact/segmentAttributes/connect:Subtype | DISCONNECT_REASON | EVALUATION_FORM | EVALUATION_SECTION | EVALUATION_QUESTION | EVALUATION_SOURCE | EVALUATOR_ID | FLOWS_RESOURCE_ID | FLOWS_MODULE_RESOURCE_ID | FLOW_ACTION_ID | FLOW_TYPE | FLOWS_OUTCOME_TYPE | FORM_VERSION | INITIATION_METHOD | INVOKING_RESOURCE_PUBLISHED_TIMESTAMP | INVOKING_RESOURCE_TYPE | PARENT_FLOWS_RESOURCE_ID | Q_CONNECT_ENABLED | QUEUE | RESOURCE_PUBLISHED_TIMESTAMP | ROUTING_PROFILE | ROUTING_STEP_EXPRESSION | 'TEST_C API, SCHEDULE, and EVENT are the only valid filterValues for TEST_CASE_INVOCATION_METHOD. OBSERVE_EVENT, SEND_INSTRUCTION, ASSERT_DATA, and OVERRIDE_SYSTEM_BEHAVIOR are the only valid filterValues for TEST_CASE_EXECUTION_FAILURE_REASON Type: Array of strings Array Members: Maximum number of 4 items Required: No
Metrics	[required] The metrics to retrieve. Specify the name or metricId, groupings, and filters for each metric. The following historical metrics are available. For a description of each metric, see Metrics definition 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 20 MetricId per request. 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 Valid metric filter key: INITIATION_METHOD 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_CONCURRENCY Unit: Count Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect UI name: Average agent concurrency 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_BOT_CONVERSATION_TIME Unit: Seconds Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot version, Bot locale, Flows resource ID, Flows module resource ID, Flow type, Flow action ID, Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows resource ID UI name: Average bot conversation time AVG_BOT_CONVERSATION_TURNS Unit: Count Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot version, Bot locale, Flows resource ID, Flows module resource ID, Flow type, Flow action ID, Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows resource ID UI name: Average bot conversation turns AVG_CASE_RELATED_CONTACTS Unit: Count Required filter key: CASE_TEMPLATE_ARN Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS UI name: Average contacts per case AVG_CASE_RESOLUTION_TIME Unit: Seconds Required filter key: CASE_TEMPLATE_ARN Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS UI name: Average case resolution time AVG_CONTACT_DURATION Unit: Seconds Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect UI name: Average contact duration Feature is a valid filter but not a valid grouping. AVG_CONTACT_FIRST_RESPONSE_TIME_AGENT Unit: Seconds Valid groupings and filters: Agent, Agent Hierarchy, Channel, contact/segmentAttributes/connect:Subtype, Disconnect Reason, Feature, RoutingStepExpression, Initiation method, Routing Profile, Queue, Q in Connect UI name: Agent average contact first response wait time AVG_CONVERSATION_CLOSE_TIME Unit: Seconds Valid groupings and filters: Agent, Agent Hierarchy, Channel, contact/segmentAttributes/connect:Subtype, Disconnect Reason, Feature, RoutingStepExpression, Initiation method, Routing Profile, Queue, Q in Connect UI name: Average conversation close time AVG_CONVERSATION_DURATION Unit: Seconds Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect UI name: Average conversation duration AVG_DIALS_PER_MINUTE This metric is available only for outbound campaigns that use the agent assisted voice and automated voice delivery modes. Unit: Count Valid groupings and filters: Agent, Campaign, Queue, Routing Profile UI name: Average dials per minute AVG_EVALUATION_SCORE Unit: Percent Valid groupings and filters: Agent, Agent Hierarchy, Channel, Evaluation Form ID, Evaluation Section ID, Evaluation Question ID, Evaluation Source, Form Version, Queue, Routing Profile UI name: Average evaluation score AVG_FIRST_RESPONSE_TIME_AGENT Unit: Seconds Valid groupings and filters: Agent, Agent Hierarchy, Channel, contact/segmentAttributes/connect:Subtype, Disconnect Reason, Feature, RoutingStepExpression, Initiation method, Routing Profile, Queue, Q in Connect UI name: Average agent first response time 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. ACTIVE_AI_AGENTS Unit: Count Valid groupings and filters: AI Agent, AI Agent Name, AI Agent Type, AI Use Case, Channel, Queue, Routing Profile UI name: Active AI Agents AI_HANDOFF_RATE Unit: Percent Valid groupings and filters: AI Use Case, Channel, Queue, Routing Profile UI name: AI Handoff Rate AI_HANDOFFS Unit: Count Valid groupings and filters: AI Use Case, Channel, Queue, Routing Profile UI name: AI Handoffs AI_AGENT_INVOCATION_SUCCESS Unit: Count Valid groupings and filters: AI Agent, AI Agent Name, AI Agent Name Version, AI Agent Type, AI Use Case, Channel, Queue, Routing Profile UI name: AI Agent Invocation Success AI Agent Name Version is not a valid filter but a valid grouping. AI_AGENT_INVOCATION_SUCCESS_RATE Unit: Percent Valid groupings and filters: AI Agent, AI Agent Name, AI Agent Name Version, AI Agent Type, AI Use Case, Channel, Queue, Routing Profile UI name: AI Agent Invocation Success Rate AI Agent Name Version is not a valid filter but a valid grouping. AI_AGENT_INVOCATIONS Unit: Count Valid groupings and filters: AI Agent, AI Agent Name, AI Agent Type, AI Agent Name Version, AI Use Case, Channel, Queue, Routing Profile UI name: AI Agent Invocations AI Agent Name Version is not a valid filter but a valid grouping. AI_RESPONSE_COMPLETION_RATE Unit: Percent Valid groupings and filters: AI Use Case, Channel, Queue, Routing Profile UI name: AI Response Completion Rate AI_INVOLVED_CONTACTS Unit: Count Valid groupings and filters: AI Use Case, Channel, Queue, Routing Profile UI name: AI Involved Contacts AI_PROMPT_INVOCATION_SUCCESS Unit: Count Valid groupings and filters: AI Agent, AI Agent Name, AI Agent Name Version, AI Agent Type, AI Prompt, AI Prompt ID, AI Prompt Name, AI Prompt Type, AI Use Case, Channel, Queue, Routing Profile UI name: AI Prompt Invocation Success AI Agent Name Version is not a valid filter but a valid grouping. AI_PROMPT_INVOCATION_SUCCESS_RATE Unit: Percent Valid groupings and filters: AI Agent, AI Agent Name, AI Agent Name Version, AI Agent Type, AI Prompt, AI Prompt ID, AI Prompt Name, AI Prompt Type, AI Use Case, Channel, Queue, Routing Profile UI name: AI Prompt Invocation Success Rate AI Agent Name Version is not a valid filter but a valid grouping. AI_PROMPT_INVOCATIONS Unit: Count Valid groupings and filters: AI Agent, AI Agent Name, AI Agent Name Version, AI Agent Type, AI Prompt, AI Prompt ID, AI Prompt Name, AI Prompt Type, AI Use Case, Channel, Queue, Routing Profile UI name: AI Prompt Invocations AI Agent Name Version is not a valid filter but a valid grouping. AI_TOOL_INVOCATION_SUCCESS Unit: Count Valid groupings and filters: AI Agent, AI Agent Name, AI Agent Name Version, AI Agent Type, AI Tool ID, AI Tool Name, AI Tool Type, AI Use Case, Channel, Queue, Routing Profile UI name: AI Tool Invocation Success AI Agent Name Version is not a valid filter but a valid grouping. AI_TOOL_INVOCATION_SUCCESS_RATE Unit: Percent Valid groupings and filters: AI Agent, AI Agent Name, AI Agent Name Version, AI Agent Type, AI Tool ID, AI Tool Name, AI Tool Type, AI Use Case, Channel, Queue, Routing Profile UI name: AI Tool Invocation Success Rate AI Agent Name Version is not a valid filter but a valid grouping. AI_TOOL_INVOCATIONS Unit: Count Valid groupings and filters: AI Agent, AI Agent Name, AI Agent Name Version, AI Agent Type, AI Tool ID, AI Tool Name, AI Tool Type, AI Use Case, Channel, Queue, Routing Profile UI name: AI Tool Invocations AI Agent Name Version is not a valid filter but a valid grouping. AVG_AI_AGENT_CONVERSATION_TURNS Unit: Count Valid groupings and filters: AI Agent, AI Agent Name, AI Agent Name Version, AI Agent Type, AI Use Case, Channel, Queue, Routing Profile UI name: Average AI Agent Conversation Turns AI Agent Name Version is not a valid filter but a valid grouping. AVG_AI_CONVERSATION_TURNS Unit: Count Valid groupings and filters: AI Use Case, Channel, Queue, Routing Profile UI name: Average AI Conversation Turns AVG_AI_PROMPT_INVOCATION_LATENCY Unit: Milliseconds Valid groupings and filters: AI Agent, AI Agent Name, AI Agent Name Version, AI Agent Type, AI Prompt, AI Prompt ID, AI Prompt Name, AI Prompt Type, AI Use Case, Channel, Queue, Routing Profile UI name: Average AI Prompt Invocation Latency AI Agent Name Version is not a valid filter but a valid grouping. AVG_AI_TOOL_INVOCATION_LATENCY Unit: Milliseconds Valid groupings and filters: AI Agent, AI Agent Name, AI Agent Name Version, AI Agent Type, AI Tool ID, AI Tool Name, AI Tool Type, AI Use Case, Channel, Queue, Routing Profile UI name: Average AI Tool Invocation Latency AI Agent Name Version is not a valid filter but a valid grouping. KNOWLEDGE_CONTENT_REFERENCES Unit: Count Valid groupings and filters: AI Agent, AI Agent Name, AI Agent Type, AI Use Case, Channel, Knowledge Base Name, Queue, Routing Profile UI name: Knowledge Content References PROACTIVE_INTENT_ENGAGEMENT_RATE Unit: Percent Valid groupings and filters: AI Use Case, Channel, Queue, Routing Profile UI name: Proactive Intent Engagement Rate PROACTIVE_INTENT_RESPONSE_RATE Unit: Percent Valid groupings and filters: AI Use Case, Channel, Queue, Routing Profile UI name: Proactive Intent Response Rate PROACTIVE_INTENTS_ANSWERED Unit: Count Valid groupings and filters: AI Use Case, Channel, Queue, Routing Profile UI name: Proactive Intents Answered PROACTIVE_INTENTS_DETECTED Unit: Count Valid groupings and filters: AI Use Case, Channel, Queue, Routing Profile UI name: Proactive Intents Detected PROACTIVE_INTENTS_ENGAGED Unit: Count Valid groupings and filters: AI Use Case, Channel, Queue, Routing Profile UI name: Proactive Intents Engaged 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_MESSAGE_LENGTH_AGENT Unit: Count Valid groupings and filters: Agent, Agent Hierarchy, Channel, contact/segmentAttributes/connect:Subtype, Disconnect Reason, Feature, RoutingStepExpression, Initiation method, Routing Profile, Queue, Q in Connect UI name: Average agent message length AVG_MESSAGE_LENGTH_CUSTOMER Unit: Count Valid groupings and filters: Agent, Agent Hierarchy, Channel, contact/segmentAttributes/connect:Subtype, Disconnect Reason, Feature, RoutingStepExpression, Initiation method, Routing Profile, Queue, Q in Connect UI name: Average customer message length AVG_MESSAGES Unit: Count Valid groupings and filters: Agent, Agent Hierarchy, Channel, contact/segmentAttributes/connect:Subtype, Disconnect Reason, Feature, RoutingStepExpression, Initiation method, Routing Profile, Queue, Q in Connect UI name: Average messages AVG_MESSAGES_AGENT Unit: Count Valid groupings and filters: Agent, Agent Hierarchy, Channel, contact/segmentAttributes/connect:Subtype, Disconnect Reason, Feature, RoutingStepExpression, Initiation method, Routing Profile, Queue, Q in Connect UI name: Average agent messages AVG_MESSAGES_BOT Unit: Count Valid groupings and filters: Agent, Agent Hierarchy, Channel, contact/segmentAttributes/connect:Subtype, Disconnect Reason, Feature, RoutingStepExpression, Initiation method, Routing Profile, Queue, Q in Connect UI name: Average bot messages AVG_MESSAGES_CUSTOMER Unit: Count Valid groupings and filters: Agent, Agent Hierarchy, Channel, contact/segmentAttributes/connect:Subtype, Disconnect Reason, Feature, RoutingStepExpression, Initiation method, Routing Profile, Queue, Q in Connect UI name: Average customer messages 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 Valid metric level filters: INITIATION_METHOD, FEATURE, DISCONNECT_REASON Feature is a valid filter but not a valid grouping. AVG_QUEUE_ANSWER_TIME_CUSTOMER_FIRST_CALLBACK Unit: Seconds Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect, Agent Hierarchy UI name: Avg. queue answer time - customer first callback AVG_RESPONSE_TIME_AGENT Unit: Seconds Valid groupings and filters: Agent, Agent Hierarchy, Channel, contact/segmentAttributes/connect:Subtype, Disconnect Reason, Feature, RoutingStepExpression, Initiation method, Routing Profile, Queue, Q in Connect UI name: Average agent response time AVG_RESPONSE_TIME_CUSTOMER Unit: Seconds Valid groupings and filters: Agent, Agent Hierarchy, Channel, contact/segmentAttributes/connect:Subtype, Disconnect Reason, Feature, RoutingStepExpression, Initiation method, Routing Profile, Queue, Q in Connect UI name: Average customer response time AVG_RESOLUTION_TIME Unit: Seconds Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect UI name: Average resolution time AVG_TALK_TIME This metric is available only for contacts analyzed by Contact Lens conversational analytics. Unit: Seconds Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect UI name: Average talk time AVG_TALK_TIME_AGENT This metric is available only for contacts analyzed by Contact Lens conversational analytics. Unit: Seconds Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect UI name: Average agent talk time AVG_TALK_TIME_CUSTOMER This metric is available only for contacts analyzed by Contact Lens conversational analytics. Unit: Seconds Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect UI name: Average customer talk time AVG_WAIT_TIME_AFTER_CUSTOMER_CONNECTION This metric is available only for outbound campaigns that use the agent assisted voice and automated voice delivery modes. Unit: Seconds Valid groupings and filters: Campaign UI name: Average wait time after customer connection AVG_WAIT_TIME_AFTER_CUSTOMER_FIRST_CALLBACK_CONNECTION Unit: Seconds Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect, Agent Hierarchy UI name: Avg. wait time after customer connection - customer first callback AVG_WEIGHTED_EVALUATION_SCORE Unit: Percent Valid groupings and filters: Agent, Agent Hierarchy, Channel, Evaluation Form Id, Evaluation Section ID, Evaluation Question ID, Evaluation Source, Form Version, Queue, Routing Profile UI name: Average weighted evaluation score BOT_CONVERSATIONS_COMPLETED Unit: Count Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot version, Bot locale, Flows resource ID, Flows module resource ID, Flow type, Flow action ID, Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows resource ID UI name: Bot conversations completed BOT_INTENTS_COMPLETED Unit: Count Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot version, Bot locale, Bot intent name, Flows resource ID, Flows module resource ID, Flow type, Flow action ID, Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows resource ID UI name: Bot intents completed CAMPAIGN_CONTACTS_ABANDONED_AFTER_X This metric is available only for outbound campaigns using the agent assisted voice and automated voice delivery modes. Unit: Count Valid groupings and filters: Agent, Campaign Threshold: For ThresholdValue, enter any whole number from 1 to 604800 (inclusive), in seconds. For Comparison, you must enter GT (for Greater than). UI name: Campaign contacts abandoned after X CAMPAIGN_CONTACTS_ABANDONED_AFTER_X_RATE This metric is available only for outbound campaigns using the agent assisted voice and automated voice delivery modes. Unit: Percent Valid groupings and filters: Agent, Campaign Threshold: For ThresholdValue, enter any whole number from 1 to 604800 (inclusive), in seconds. For Comparison, you must enter GT (for Greater than). UI name: Campaign contacts abandoned after X rate CAMPAIGN_INTERACTIONS This metric is available only for outbound campaigns using the email delivery mode. Unit: Count Valid metric filter key: CAMPAIGN_INTERACTION_EVENT_TYPE Valid groupings and filters: Campaign UI name: Campaign interactions CAMPAIGN_PROGRESS_RATE This metric is only available for outbound campaigns initiated using a customer segment. It is not available for event triggered campaigns. Unit: Percent Valid groupings and filters: Campaign, Campaign Execution Timestamp UI name: Campaign progress rate CAMPAIGN_SEND_ATTEMPTS This metric is available only for outbound campaigns. Unit: Count Valid groupings and filters: Campaign, Channel, contact/segmentAttributes/connect:Subtype UI name: Campaign send attempts CAMPAIGN_SEND_EXCLUSIONS This metric is available only for outbound campaigns. Valid metric filter key: CAMPAIGN_EXCLUDED_EVENT_TYPE Unit: Count Valid groupings and filters: Campaign, Campaign Excluded Event Type, Campaign Execution Timestamp UI name: Campaign send exclusions 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: 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 can use LT (for "Less than") or LTE (for "Less than equal"). UI name: Contacts removed from queue in X seconds CONTACTS_RESOLVED_IN_X Unit: Count Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect Threshold: For ThresholdValue, enter any whole number from 1 to 604800 (inclusive), in seconds. For Comparison, you can use LT (for "Less than") or LTE (for "Less than equal"). UI name: Contacts resolved in X CONTACTS_TRANSFERRED_OUT Unit: Count Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect UI name: Contacts transferred out 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 CONVERSATIONS_ABANDONED Unit: Count Valid groupings and filters: Agent, Agent Hierarchy, Channel, contact/segmentAttributes/connect:Subtype, Disconnect Reason, Feature, RoutingStepExpression, Initiation method, Routing Profile, Queue, Q in Connect UI name: Conversations abandoned DELIVERY_ATTEMPTS This metric is available only for outbound campaigns. Unit: Count Valid metric filter key: ANSWERING_MACHINE_DETECTION_STATUS, CAMPAIGN_DELIVERY_EVENT_TYPE, DISCONNECT_REASON Valid groupings and filters: Agent, Answering Machine Detection Status, Campaign, Campaign Delivery EventType, Channel, contact/segmentAttributes/connect:Subtype, Disconnect Reason, Queue, Routing Profile UI name: Delivery attempts Campaign Delivery EventType filter and grouping are only available for SMS and Email campaign delivery modes. Agent, Queue, Routing Profile, Answering Machine Detection Status and Disconnect Reason are only available for agent assisted voice and automated voice delivery modes. DELIVERY_ATTEMPT_DISPOSITION_RATE This metric is available only for outbound campaigns. Dispositions for the agent assisted voice and automated voice delivery modes are only available with answering machine detection enabled. Unit: Percent Valid metric filter key: ANSWERING_MACHINE_DETECTION_STATUS, CAMPAIGN_DELIVERY_EVENT_TYPE, DISCONNECT_REASON Valid groupings and filters: Agent, Answering Machine Detection Status, Campaign, Channel, contact/segmentAttributes/connect:Subtype, Disconnect Reason, Queue, Routing Profile UI name: Delivery attempt disposition rate Campaign Delivery Event Type filter and grouping are only available for SMS and Email campaign delivery modes. Agent, Queue, Routing Profile, Answering Machine Detection Status and Disconnect Reason are only available for agent assisted voice and automated voice delivery modes. EVALUATIONS_PERFORMED Unit: Count Valid groupings and filters: Agent, Agent Hierarchy, Channel, Evaluation Form ID, Evaluation Source, Form Version, Queue, Routing Profile UI name: Evaluations performed FLOWS_OUTCOME Unit: Count Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp UI name: Flows outcome FLOWS_STARTED Unit: Count Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows resource ID, Initiation method, Resource published timestamp UI name: Flows started HUMAN_ANSWERED_CALLS This metric is available only for outbound campaigns. Dispositions for the agent assisted voice and automated voice delivery modes are only available with answering machine detection enabled. Unit: Count Valid groupings and filters: Agent, Campaign UI name: Human answered MAX_FLOW_TIME Unit: Seconds Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp UI name: Maximum flow time MAX_QUEUED_TIME Unit: Seconds Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect UI name: Maximum queued time MIN_FLOW_TIME Unit: Seconds Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp UI name: Minimum flow time PERCENT_AUTOMATIC_FAILS Unit: Percent Valid groupings and filters: Agent, Agent Hierarchy, Channel, Evaluation Form ID, Evaluation Source, Form Version, Queue, Routing Profile UI name: Automatic fails percent PERCENT_BOT_CONVERSATIONS_OUTCOME Unit: Percent Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot version, Bot locale, Flows resource ID, Flows module resource ID, Flow type, Flow action ID, Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows resource ID UI name: Percent bot conversations outcome PERCENT_BOT_INTENTS_OUTCOME Unit: Percent Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot version, Bot locale, Bot intent name, Flows resource ID, Flows module resource ID, Flow type, Flow action ID, Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows resource ID UI name: Percent bot intents outcome PERCENT_CASES_FIRST_CONTACT_RESOLVED Unit: Percent Required filter key: CASE_TEMPLATE_ARN Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS UI name: Cases resolved on first contact PERCENT_CONTACTS_STEP_EXPIRED Unit: Percent Valid groupings and filters: Queue, RoutingStepExpression UI name: This metric is available in Real-time Metrics UI but not on the Historical Metrics UI. PERCENT_CONTACTS_STEP_JOINED Unit: Percent Valid groupings and filters: Queue, RoutingStepExpression UI name: This metric is available in Real-time Metrics UI but not on the Historical Metrics UI. PERCENT_FLOWS_OUTCOME Unit: Percent Valid metric filter key: FLOWS_OUTCOME_TYPE Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp UI name: Flows outcome percentage. 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 RECIPIENTS_ATTEMPTED This metric is only available for outbound campaigns initiated using a customer segment. It is not available for event triggered campaigns. Unit: Count Valid groupings and filters: Campaign, Campaign Execution Timestamp UI name: Recipients attempted RECIPIENTS_INTERACTED This metric is only available for outbound campaigns initiated using a customer segment. It is not available for event triggered campaigns. Valid metric filter key: CAMPAIGN_INTERACTION_EVENT_TYPE Unit: Count Valid groupings and filters: Campaign, Channel, contact/segmentAttributes/connect:Subtype, Campaign Execution Timestamp UI name: Recipients interacted RECIPIENTS_TARGETED This metric is only available for outbound campaigns initiated using a customer segment. It is not available for event triggered campaigns. Unit: Count Valid groupings and filters: Campaign, Campaign Execution Timestamp UI name: Recipients targeted REOPENED_CASE_ACTIONS Unit: Count Required filter key: CASE_TEMPLATE_ARN Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS UI name: Cases reopened RESOLVED_CASE_ACTIONS Unit: Count Required filter key: CASE_TEMPLATE_ARN Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS UI name: Cases resolved SERVICE_LEVEL You can include up to 20 SERVICE_LEVEL metrics in a request. Unit: Percent Valid groupings and filters: Queue, Channel, Routing Profile, Q in Connect Threshold: For ThresholdValue, enter any whole number from 1 to 604800 (inclusive), in seconds. For Comparison, you can use LT (for "Less than") or LTE (for "Less than equal"). UI name: Service level X STEP_CONTACTS_QUEUED Unit: Count Valid groupings and filters: Queue, RoutingStepExpression UI name: This metric is available in Real-time Metrics UI but not on the Historical Metrics UI. SUM_AFTER_CONTACT_WORK_TIME Unit: Seconds Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect UI name: After contact work time SUM_CONNECTING_TIME_AGENT Unit: Seconds Valid metric filter key: INITIATION_METHOD. This metric only supports the following filter keys as INITIATION_METHOD: INBOUND | OUTBOUND | CALLBACK | API | CALLBACK_CUSTOMER_FIRST_DIALED 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 | CALLBACK_CUSTOMER_FIRST_DIALED Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect UI name: Contact abandoned SUM_CONTACTS_ABANDONED_IN_X Unit: Count Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect Threshold: For ThresholdValue, enter any whole number from 1 to 604800 (inclusive), in seconds. For Comparison, you can use LT (for "Less than") or LTE (for "Less than equal"). UI name: Contacts abandoned in X seconds SUM_CONTACTS_ANSWERED_IN_X Unit: Count Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect Threshold: For ThresholdValue, enter any whole number from 1 to 604800 (inclusive), in seconds. For Comparison, you can use LT (for "Less than") or LTE (for "Less than equal"). UI name: Contacts answered in X seconds SUM_CONTACT_FLOW_TIME Unit: Seconds Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect UI name: Contact flow time SUM_CONTACT_TIME_AGENT Unit: Seconds Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy UI name: Agent on contact time SUM_CONTACTS_DISCONNECTED Valid metric filter key: DISCONNECT_REASON Unit: Count Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect UI name: Contact disconnected SUM_ERROR_STATUS_TIME_AGENT Unit: Seconds Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy UI name: Error status time SUM_HANDLE_TIME Unit: Seconds Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect UI name: Contact handle time SUM_HOLD_TIME Unit: Count Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect UI name: Customer hold time SUM_IDLE_TIME_AGENT Unit: Seconds Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy UI name: Agent idle time SUM_INTERACTION_AND_HOLD_TIME Unit: Seconds Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect UI name: Agent interaction and hold time SUM_INTERACTION_TIME Unit: Seconds Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy UI name: Agent interaction time SUM_NON_PRODUCTIVE_TIME_AGENT Unit: Seconds Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy UI name: Agent 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
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.
MaxResults	The maximum number of results to return per page.

Value

A list with the following syntax:

list(
  NextToken = "string",
  MetricResults = list(
    list(
      Dimensions = list(
        "string"
      ),
      MetricInterval = list(
        Interval = "FIFTEEN_MIN"|"THIRTY_MIN"|"HOUR"|"DAY"|"WEEK"|"TOTAL",
        StartTime = as.POSIXct(
          "2015-01-01"
        ),
        EndTime = as.POSIXct(
          "2015-01-01"
        )
      ),
      Collections = list(
        list(
          Metric = list(
            Name = "string",
            Threshold = list(
              list(
                Comparison = "string",
                ThresholdValue = 123.0
              )
            ),
            MetricId = "string",
            MetricFilters = list(
              list(
                MetricFilterKey = "string",
                MetricFilterValues = list(
                  "string"
                ),
                Negate = TRUE|FALSE
              )
            )
          ),
          Value = 123.0
        )
      )
    )
  )
)

Request syntax

svc$get_metric_data_v2(
  ResourceArn = "string",
  StartTime = as.POSIXct(
    "2015-01-01"
  ),
  EndTime = as.POSIXct(
    "2015-01-01"
  ),
  Interval = list(
    TimeZone = "string",
    IntervalPeriod = "FIFTEEN_MIN"|"THIRTY_MIN"|"HOUR"|"DAY"|"WEEK"|"TOTAL"
  ),
  Filters = list(
    list(
      FilterKey = "string",
      FilterValues = list(
        "string"
      ),
      StringCondition = list(
        Comparison = "NOT_EXISTS"
      )
    )
  ),
  Groupings = list(
    "string"
  ),
  Metrics = list(
    list(
      Name = "string",
      Threshold = list(
        list(
          Comparison = "string",
          ThresholdValue = 123.0
        )
      ),
      MetricId = "string",
      MetricFilters = list(
        list(
          MetricFilterKey = "string",
          MetricFilterValues = list(
            "string"
          ),
          Negate = TRUE|FALSE
        )
      )
    )
  ),
  NextToken = "string",
  MaxResults = 123
)