2020/12/01 - Amazon Connect Service - 7 new 9 updated api methods
Changes This release adds an Amazon Connect API that provides the ability to create tasks, and a set of APIs (in preview) to configure AppIntegrations associations with Amazon Connect instances.
This API is in preview release for Amazon Connect and is subject to change.
Deletes an AppIntegration association from an Amazon Connect instance. The association must not have any use cases associated with it.
See also: AWS API Documentation
Request Syntax
client.delete_integration_association(
InstanceId='string',
IntegrationAssociationId='string'
)
string
[REQUIRED]
The identifier of the Amazon Connect instance.
string
[REQUIRED]
The identifier for the AppIntegration association.
None
Initiates a contact flow to start a new task.
See also: AWS API Documentation
Request Syntax
client.start_task_contact(
InstanceId='string',
PreviousContactId='string',
ContactFlowId='string',
Attributes={
'string': 'string'
},
Name='string',
References={
'string': {
'Value': 'string',
'Type': 'URL'
}
},
Description='string',
ClientToken='string'
)
string
[REQUIRED]
The identifier of the Amazon Connect instance.
string
The identifier of the previous chat, voice, or task contact.
string
[REQUIRED]
The identifier of the contact flow for initiating the tasks. To see the ContactFlowId in the Amazon Connect console user interface, on the navigation menu go to Routing , Contact Flows . Choose the contact flow. On the contact flow page, under the name of the contact flow, choose Show additional flow information . The ContactFlowId is the last part of the ARN, shown here in bold:
arn:aws:connect:us-west-2:xxxxxxxxxxxx:instance/xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx/contact-flow/846ec553-a005-41c0-8341-xxxxxxxxxxxx
dict
A custom key-value pair using an attribute map. The attributes are standard Amazon Connect attributes, and can be accessed in contact flows just like any other contact attributes.
There can be up to 32,768 UTF-8 bytes across all key-value pairs per contact. Attribute keys can include only alphanumeric, dash, and underscore characters.
(string) --
(string) --
string
[REQUIRED]
The name of a task that is shown to an agent in the Contact Control Panel (CCP).
dict
A formatted URL that is shown to an agent in the Contact Control Panel (CCP).
(string) --
(dict) --
A link that an agent selects to complete a given task. You can have up to 4,096 UTF-8 bytes across all references for a contact.
Value (string) -- [REQUIRED]
A formatted URL that will be shown to an agent in the Contact Control Panel (CCP)
Type (string) -- [REQUIRED]
A valid URL.
string
A description of the task that is shown to an agent in the Contact Control Panel (CCP).
string
A unique, case-sensitive identifier that you provide to ensure the idempotency of the request.
This field is autopopulated if not provided.
dict
Response Syntax
{
'ContactId': 'string'
}
Response Structure
(dict) --
ContactId (string) --
The identifier of this contact within the Amazon Connect instance.
This API is in preview release for Amazon Connect and is subject to change.
Creates a use case for an AppIntegration association.
See also: AWS API Documentation
Request Syntax
client.create_use_case(
InstanceId='string',
IntegrationAssociationId='string',
UseCaseType='RULES_EVALUATION'
)
string
[REQUIRED]
The identifier of the Amazon Connect instance.
string
[REQUIRED]
The identifier for the AppIntegration association.
string
[REQUIRED]
The type of use case to associate to the AppIntegration association. Each AppIntegration association can have only one of each use case type.
dict
Response Syntax
{
'UseCaseId': 'string',
'UseCaseArn': 'string'
}
Response Structure
(dict) --
UseCaseId (string) --
The identifier of the use case.
UseCaseArn (string) --
The Amazon Resource Name (ARN) for the use case.
This API is in preview release for Amazon Connect and is subject to change.
Provides summary information about the AppIntegration associations for the specified Amazon Connect instance.
See also: AWS API Documentation
Request Syntax
client.list_integration_associations(
InstanceId='string',
NextToken='string',
MaxResults=123
)
string
[REQUIRED]
The identifier of the Amazon Connect instance.
string
The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.
integer
The maximimum number of results to return per page.
dict
Response Syntax
{
'IntegrationAssociationSummaryList': [
{
'IntegrationAssociationId': 'string',
'IntegrationAssociationArn': 'string',
'InstanceId': 'string',
'IntegrationType': 'EVENT',
'IntegrationArn': 'string',
'SourceApplicationUrl': 'string',
'SourceApplicationName': 'string',
'SourceType': 'SALESFORCE'|'ZENDESK'
},
],
'NextToken': 'string'
}
Response Structure
(dict) --
IntegrationAssociationSummaryList (list) --
The AppIntegration associations.
(dict) --
Contains summary information about the associated AppIntegrations.
IntegrationAssociationId (string) --
The identifier for the AppIntegration association.
IntegrationAssociationArn (string) --
The Amazon Resource Name (ARN) for the AppIntegration association.
InstanceId (string) --
The identifier of the Amazon Connect instance.
IntegrationType (string) --
The integration type.
IntegrationArn (string) --
The Amazon Resource Name (ARN) for the AppIntegration.
SourceApplicationUrl (string) --
The URL for the external application.
SourceApplicationName (string) --
The user-provided, friendly name for the external application.
SourceType (string) --
The name of the source.
NextToken (string) --
If there are additional results, this is the token for the next set of results.
This API is in preview release for Amazon Connect and is subject to change.
Deletes a use case from an AppIntegration association.
See also: AWS API Documentation
Request Syntax
client.delete_use_case(
InstanceId='string',
IntegrationAssociationId='string',
UseCaseId='string'
)
string
[REQUIRED]
The identifier of the Amazon Connect instance.
string
[REQUIRED]
The identifier for the AppIntegration association.
string
[REQUIRED]
The identifier for the use case.
None
This API is in preview release for Amazon Connect and is subject to change.
Create an AppIntegration association with anAmazon Connect instance.
See also: AWS API Documentation
Request Syntax
client.create_integration_association(
InstanceId='string',
IntegrationType='EVENT',
IntegrationArn='string',
SourceApplicationUrl='string',
SourceApplicationName='string',
SourceType='SALESFORCE'|'ZENDESK'
)
string
[REQUIRED]
The identifier of the Amazon Connect instance.
string
[REQUIRED]
The type of information to be ingested.
string
[REQUIRED]
The Amazon Resource Name (ARN) of the integration.
string
[REQUIRED]
The URL for the external application.
string
[REQUIRED]
The name of the external application.
string
[REQUIRED]
The type of the data source.
dict
Response Syntax
{
'IntegrationAssociationId': 'string',
'IntegrationAssociationArn': 'string'
}
Response Structure
(dict) --
IntegrationAssociationId (string) --
The identifier for the association.
IntegrationAssociationArn (string) --
The Amazon Resource Name (ARN) for the association.
This API is in preview release for Amazon Connect and is subject to change.
List the use cases.
See also: AWS API Documentation
Request Syntax
client.list_use_cases(
InstanceId='string',
IntegrationAssociationId='string',
NextToken='string',
MaxResults=123
)
string
[REQUIRED]
The identifier of the Amazon Connect instance.
string
[REQUIRED]
The identifier for the integration association.
string
The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.
integer
The maximimum number of results to return per page.
dict
Response Syntax
{
'UseCaseSummaryList': [
{
'UseCaseId': 'string',
'UseCaseArn': 'string',
'UseCaseType': 'RULES_EVALUATION'
},
],
'NextToken': 'string'
}
Response Structure
(dict) --
UseCaseSummaryList (list) --
The use cases.
(dict) --
Contains the use case.
UseCaseId (string) --
The identifier for the use case.
UseCaseArn (string) --
The Amazon Resource Name (ARN) for the use case.
UseCaseType (string) --
The type of use case to associate to the AppIntegration association. Each AppIntegration association can have only one of each use case type.
NextToken (string) --
If there are additional results, this is the token for the next set of results.
{'QueueConfigs': {'QueueReference': {'Channel': {'TASK'}}}}
Associates a set of queues with a routing profile.
See also: AWS API Documentation
Request Syntax
client.associate_routing_profile_queues(
InstanceId='string',
RoutingProfileId='string',
QueueConfigs=[
{
'QueueReference': {
'QueueId': 'string',
'Channel': 'VOICE'|'CHAT'|'TASK'
},
'Priority': 123,
'Delay': 123
},
]
)
string
[REQUIRED]
The identifier of the Amazon Connect instance.
string
[REQUIRED]
The identifier of the routing profile.
list
[REQUIRED]
The queues to associate with this routing profile.
(dict) --
Contains information about the queue and channel for which priority and delay can be set.
QueueReference (dict) -- [REQUIRED]
Contains information about a queue resource.
QueueId (string) -- [REQUIRED]
The identifier of the queue.
Channel (string) -- [REQUIRED]
The channels agents can handle in the Contact Control Panel (CCP) for this routing profile.
Priority (integer) -- [REQUIRED]
The order in which contacts are to be handled for the queue. For more information, see Queues: priority and delay.
Delay (integer) -- [REQUIRED]
The delay, in seconds, a contact should be in the queue before they are routed to an available agent. For more information, see Queues: priority and delay in the Amazon Connect Administrator Guide .
None
{'MediaConcurrencies': {'Channel': {'TASK'}},
'QueueConfigs': {'QueueReference': {'Channel': {'TASK'}}}}
Creates a new routing profile.
See also: AWS API Documentation
Request Syntax
client.create_routing_profile(
InstanceId='string',
Name='string',
Description='string',
DefaultOutboundQueueId='string',
QueueConfigs=[
{
'QueueReference': {
'QueueId': 'string',
'Channel': 'VOICE'|'CHAT'|'TASK'
},
'Priority': 123,
'Delay': 123
},
],
MediaConcurrencies=[
{
'Channel': 'VOICE'|'CHAT'|'TASK',
'Concurrency': 123
},
],
Tags={
'string': 'string'
}
)
string
[REQUIRED]
The identifier of the Amazon Connect instance.
string
[REQUIRED]
The name of the routing profile. Must not be more than 127 characters.
string
[REQUIRED]
Description of the routing profile. Must not be more than 250 characters.
string
[REQUIRED]
The default outbound queue for the routing profile.
list
The inbound queues associated with the routing profile. If no queue is added, the agent can only make outbound calls.
(dict) --
Contains information about the queue and channel for which priority and delay can be set.
QueueReference (dict) -- [REQUIRED]
Contains information about a queue resource.
QueueId (string) -- [REQUIRED]
The identifier of the queue.
Channel (string) -- [REQUIRED]
The channels agents can handle in the Contact Control Panel (CCP) for this routing profile.
Priority (integer) -- [REQUIRED]
The order in which contacts are to be handled for the queue. For more information, see Queues: priority and delay.
Delay (integer) -- [REQUIRED]
The delay, in seconds, a contact should be in the queue before they are routed to an available agent. For more information, see Queues: priority and delay in the Amazon Connect Administrator Guide .
list
[REQUIRED]
The channels agents can handle in the Contact Control Panel (CCP) for this routing profile.
(dict) --
Contains information about which channels are supported, and how many contacts an agent can have on a channel simultaneously.
Channel (string) -- [REQUIRED]
The channels that agents can handle in the Contact Control Panel (CCP).
Concurrency (integer) -- [REQUIRED]
The number of contacts an agent can have on a channel simultaneously.
dict
One or more tags.
(string) --
(string) --
dict
Response Syntax
{
'RoutingProfileArn': 'string',
'RoutingProfileId': 'string'
}
Response Structure
(dict) --
RoutingProfileArn (string) --
The Amazon Resource Name (ARN) of the routing profile.
RoutingProfileId (string) --
The identifier of the routing profile.
{'RoutingProfile': {'MediaConcurrencies': {'Channel': {'TASK'}}}}
Describes the specified routing profile.
See also: AWS API Documentation
Request Syntax
client.describe_routing_profile(
InstanceId='string',
RoutingProfileId='string'
)
string
[REQUIRED]
The identifier of the Amazon Connect instance.
string
[REQUIRED]
The identifier of the routing profile.
dict
Response Syntax
{
'RoutingProfile': {
'InstanceId': 'string',
'Name': 'string',
'RoutingProfileArn': 'string',
'RoutingProfileId': 'string',
'Description': 'string',
'MediaConcurrencies': [
{
'Channel': 'VOICE'|'CHAT'|'TASK',
'Concurrency': 123
},
],
'DefaultOutboundQueueId': 'string',
'Tags': {
'string': 'string'
}
}
}
Response Structure
(dict) --
RoutingProfile (dict) --
The routing profile.
InstanceId (string) --
The identifier of the Amazon Connect instance.
Name (string) --
The name of the routing profile.
RoutingProfileArn (string) --
The Amazon Resource Name (ARN) of the routing profile.
RoutingProfileId (string) --
The identifier of the routing profile.
Description (string) --
The description of the routing profile.
MediaConcurrencies (list) --
The channels agents can handle in the Contact Control Panel (CCP) for this routing profile.
(dict) --
Contains information about which channels are supported, and how many contacts an agent can have on a channel simultaneously.
Channel (string) --
The channels that agents can handle in the Contact Control Panel (CCP).
Concurrency (integer) --
The number of contacts an agent can have on a channel simultaneously.
DefaultOutboundQueueId (string) --
The identifier of the default outbound queue for this routing profile.
Tags (dict) --
One or more tags.
(string) --
(string) --
{'QueueReferences': {'Channel': {'TASK'}}}
Disassociates a set of queues from a routing profile.
See also: AWS API Documentation
Request Syntax
client.disassociate_routing_profile_queues(
InstanceId='string',
RoutingProfileId='string',
QueueReferences=[
{
'QueueId': 'string',
'Channel': 'VOICE'|'CHAT'|'TASK'
},
]
)
string
[REQUIRED]
The identifier of the Amazon Connect instance.
string
[REQUIRED]
The identifier of the routing profile.
list
[REQUIRED]
The queues to disassociate from this routing profile.
(dict) --
Contains the channel and queue identifier for a routing profile.
QueueId (string) -- [REQUIRED]
The identifier of the queue.
Channel (string) -- [REQUIRED]
The channels agents can handle in the Contact Control Panel (CCP) for this routing profile.
None
{'Filters': {'Channels': {'TASK'}}}
Response {'MetricResults': {'Dimensions': {'Channel': {'TASK'}}}}
Gets the real-time metric data from the specified Amazon Connect instance.
For a description of each metric, see Real-time Metrics Definitions in the Amazon Connect Administrator Guide .
See also: AWS API Documentation
Request Syntax
client.get_current_metric_data(
InstanceId='string',
Filters={
'Queues': [
'string',
],
'Channels': [
'VOICE'|'CHAT'|'TASK',
]
},
Groupings=[
'QUEUE'|'CHANNEL',
],
CurrentMetrics=[
{
'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',
'Unit': 'SECONDS'|'COUNT'|'PERCENT'
},
],
NextToken='string',
MaxResults=123
)
string
[REQUIRED]
The identifier of the Amazon Connect instance.
dict
[REQUIRED]
The queues, up to 100, or channels, to use to filter the metrics returned. Metric data is retrieved only for the resources associated with the queues or channels included in the filter. You can include both queue IDs and queue ARNs in the same request. VOICE, CHAT, and TASK channels are supported.
Queues (list) --
The queues to use to filter the metrics. You can specify up to 100 queues per request.
(string) --
Channels (list) --
The channel to use to filter the metrics.
(string) --
list
The grouping applied to the metrics returned. For example, when grouped by QUEUE , the metrics returned apply to each queue rather than aggregated for all queues. If you group by CHANNEL , you should include a Channels filter. VOICE, CHAT, and TASK channels are supported.
If no Grouping is included in the request, a summary of metrics is returned.
(string) --
list
[REQUIRED]
The metrics to retrieve. Specify the name and unit for each metric. The following metrics are available. For a description of all the metrics, see Real-time Metrics Definitions in the Amazon Connect Administrator Guide .
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
OLDEST_CONTACT_AGE
Unit: SECONDS
When you 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.
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
(dict) --
Contains information about a real-time metric. For a description of each metric, see Real-time Metrics Definitions in the Amazon Connect Administrator Guide .
Name (string) --
The name of the metric.
Unit (string) --
The unit for the metric.
string
The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.
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.
integer
The maximimum number of results to return per page.
dict
Response Syntax
{
'NextToken': 'string',
'MetricResults': [
{
'Dimensions': {
'Queue': {
'Id': 'string',
'Arn': 'string'
},
'Channel': 'VOICE'|'CHAT'|'TASK'
},
'Collections': [
{
'Metric': {
'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',
'Unit': 'SECONDS'|'COUNT'|'PERCENT'
},
'Value': 123.0
},
]
},
],
'DataSnapshotTime': datetime(2015, 1, 1)
}
Response Structure
(dict) --
NextToken (string) --
If there are additional results, this is the token for 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.
MetricResults (list) --
Information about the real-time metrics.
(dict) --
Contains information about a set of real-time metrics.
Dimensions (dict) --
The dimensions for the metrics.
Queue (dict) --
Information about the queue for which metrics are returned.
Id (string) --
The identifier of the queue.
Arn (string) --
The Amazon Resource Name (ARN) of the queue.
Channel (string) --
The channel used for grouping and filters.
Collections (list) --
The set of metrics.
(dict) --
Contains the data for a real-time metric.
Metric (dict) --
Information about the metric.
Name (string) --
The name of the metric.
Unit (string) --
The unit for the metric.
Value (float) --
The value of the metric.
DataSnapshotTime (datetime) --
The time at which the metrics were retrieved and cached for pagination.
{'Filters': {'Channels': {'TASK'}}}
Response {'MetricResults': {'Dimensions': {'Channel': {'TASK'}}}}
Gets historical metric data from the specified Amazon Connect instance.
For a description of each historical metric, see Historical Metrics Definitions in the Amazon Connect Administrator Guide .
See also: AWS API Documentation
Request Syntax
client.get_metric_data(
InstanceId='string',
StartTime=datetime(2015, 1, 1),
EndTime=datetime(2015, 1, 1),
Filters={
'Queues': [
'string',
],
'Channels': [
'VOICE'|'CHAT'|'TASK',
]
},
Groupings=[
'QUEUE'|'CHANNEL',
],
HistoricalMetrics=[
{
'Name': 'CONTACTS_QUEUED'|'CONTACTS_HANDLED'|'CONTACTS_ABANDONED'|'CONTACTS_CONSULTED'|'CONTACTS_AGENT_HUNG_UP_FIRST'|'CONTACTS_HANDLED_INCOMING'|'CONTACTS_HANDLED_OUTBOUND'|'CONTACTS_HOLD_ABANDONS'|'CONTACTS_TRANSFERRED_IN'|'CONTACTS_TRANSFERRED_OUT'|'CONTACTS_TRANSFERRED_IN_FROM_QUEUE'|'CONTACTS_TRANSFERRED_OUT_FROM_QUEUE'|'CONTACTS_MISSED'|'CALLBACK_CONTACTS_HANDLED'|'API_CONTACTS_HANDLED'|'OCCUPANCY'|'HANDLE_TIME'|'AFTER_CONTACT_WORK_TIME'|'QUEUED_TIME'|'ABANDON_TIME'|'QUEUE_ANSWER_TIME'|'HOLD_TIME'|'INTERACTION_TIME'|'INTERACTION_AND_HOLD_TIME'|'SERVICE_LEVEL',
'Threshold': {
'Comparison': 'LT',
'ThresholdValue': 123.0
},
'Statistic': 'SUM'|'MAX'|'AVG',
'Unit': 'SECONDS'|'COUNT'|'PERCENT'
},
],
NextToken='string',
MaxResults=123
)
string
[REQUIRED]
The identifier of the Amazon Connect instance.
datetime
[REQUIRED]
The timestamp, in UNIX Epoch time format, at which to start the reporting interval for the retrieval of historical metrics data. The time must be specified using a multiple of 5 minutes, such as 10:05, 10:10, 10:15.
The start time cannot be earlier than 24 hours before the time of the request. Historical metrics are available only for 24 hours.
datetime
[REQUIRED]
The timestamp, in UNIX Epoch time format, at which to end the reporting interval for the retrieval of historical metrics data. The time must be specified using an interval of 5 minutes, such as 11:00, 11:05, 11:10, and must be later than the start time timestamp.
The time range between the start and end time must be less than 24 hours.
dict
[REQUIRED]
The queues, up to 100, or channels, to use to filter the metrics returned. Metric data is retrieved only for the resources associated with the queues or channels included in the filter. You can include both queue IDs and queue ARNs in the same request. VOICE, CHAT, and TASK channels are supported.
Queues (list) --
The queues to use to filter the metrics. You can specify up to 100 queues per request.
(string) --
Channels (list) --
The channel to use to filter the metrics.
(string) --
list
The grouping applied to the metrics returned. For example, when results are grouped by queue, the metrics returned are grouped by queue. The values returned apply to the metrics for each queue rather than aggregated for all queues.
The only supported grouping is QUEUE .
If no grouping is specified, a summary of metrics for all queues is returned.
(string) --
list
[REQUIRED]
The metrics to retrieve. Specify the name, unit, and statistic 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 .
ABANDON_TIME
Unit: SECONDS
Statistic: AVG
AFTER_CONTACT_WORK_TIME
Unit: SECONDS
Statistic: AVG
API_CONTACTS_HANDLED
Unit: COUNT
Statistic: SUM
CALLBACK_CONTACTS_HANDLED
Unit: COUNT
Statistic: SUM
CONTACTS_ABANDONED
Unit: COUNT
Statistic: SUM
CONTACTS_AGENT_HUNG_UP_FIRST
Unit: COUNT
Statistic: SUM
CONTACTS_CONSULTED
Unit: COUNT
Statistic: SUM
CONTACTS_HANDLED
Unit: COUNT
Statistic: SUM
CONTACTS_HANDLED_INCOMING
Unit: COUNT
Statistic: SUM
CONTACTS_HANDLED_OUTBOUND
Unit: COUNT
Statistic: SUM
CONTACTS_HOLD_ABANDONS
Unit: COUNT
Statistic: SUM
CONTACTS_MISSED
Unit: COUNT
Statistic: SUM
CONTACTS_QUEUED
Unit: COUNT
Statistic: SUM
CONTACTS_TRANSFERRED_IN
Unit: COUNT
Statistic: SUM
CONTACTS_TRANSFERRED_IN_FROM_QUEUE
Unit: COUNT
Statistic: SUM
CONTACTS_TRANSFERRED_OUT
Unit: COUNT
Statistic: SUM
CONTACTS_TRANSFERRED_OUT_FROM_QUEUE
Unit: COUNT
Statistic: SUM
HANDLE_TIME
Unit: SECONDS
Statistic: AVG
HOLD_TIME
Unit: SECONDS
Statistic: AVG
INTERACTION_AND_HOLD_TIME
Unit: SECONDS
Statistic: AVG
INTERACTION_TIME
Unit: SECONDS
Statistic: AVG
OCCUPANCY
Unit: PERCENT
Statistic: AVG
QUEUE_ANSWER_TIME
Unit: SECONDS
Statistic: AVG
QUEUED_TIME
Unit: SECONDS
Statistic: MAX
SERVICE_LEVEL
Unit: PERCENT
Statistic: AVG
Threshold: Only "Less than" comparisons are supported, with the following service level thresholds: 15, 20, 25, 30, 45, 60, 90, 120, 180, 240, 300, 600
(dict) --
Contains information about a historical metric. For a description of each metric, see Historical Metrics Definitions in the Amazon Connect Administrator Guide .
Name (string) --
The name of the metric.
Threshold (dict) --
The threshold for the metric, used with service level metrics.
Comparison (string) --
The type of comparison. Only "less than" (LT) comparisons are supported.
ThresholdValue (float) --
The threshold value to compare.
Statistic (string) --
The statistic for the metric.
Unit (string) --
The unit for the metric.
string
The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.
integer
The maximimum number of results to return per page.
dict
Response Syntax
{
'NextToken': 'string',
'MetricResults': [
{
'Dimensions': {
'Queue': {
'Id': 'string',
'Arn': 'string'
},
'Channel': 'VOICE'|'CHAT'|'TASK'
},
'Collections': [
{
'Metric': {
'Name': 'CONTACTS_QUEUED'|'CONTACTS_HANDLED'|'CONTACTS_ABANDONED'|'CONTACTS_CONSULTED'|'CONTACTS_AGENT_HUNG_UP_FIRST'|'CONTACTS_HANDLED_INCOMING'|'CONTACTS_HANDLED_OUTBOUND'|'CONTACTS_HOLD_ABANDONS'|'CONTACTS_TRANSFERRED_IN'|'CONTACTS_TRANSFERRED_OUT'|'CONTACTS_TRANSFERRED_IN_FROM_QUEUE'|'CONTACTS_TRANSFERRED_OUT_FROM_QUEUE'|'CONTACTS_MISSED'|'CALLBACK_CONTACTS_HANDLED'|'API_CONTACTS_HANDLED'|'OCCUPANCY'|'HANDLE_TIME'|'AFTER_CONTACT_WORK_TIME'|'QUEUED_TIME'|'ABANDON_TIME'|'QUEUE_ANSWER_TIME'|'HOLD_TIME'|'INTERACTION_TIME'|'INTERACTION_AND_HOLD_TIME'|'SERVICE_LEVEL',
'Threshold': {
'Comparison': 'LT',
'ThresholdValue': 123.0
},
'Statistic': 'SUM'|'MAX'|'AVG',
'Unit': 'SECONDS'|'COUNT'|'PERCENT'
},
'Value': 123.0
},
]
},
]
}
Response Structure
(dict) --
NextToken (string) --
If there are additional results, this is the token for 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.
MetricResults (list) --
Information about the historical metrics.
If no grouping is specified, a summary of metric data is returned.
(dict) --
Contains information about the historical metrics retrieved.
Dimensions (dict) --
The dimension for the metrics.
Queue (dict) --
Information about the queue for which metrics are returned.
Id (string) --
The identifier of the queue.
Arn (string) --
The Amazon Resource Name (ARN) of the queue.
Channel (string) --
The channel used for grouping and filters.
Collections (list) --
The set of metrics.
(dict) --
Contains the data for a historical metric.
Metric (dict) --
Information about the metric.
Name (string) --
The name of the metric.
Threshold (dict) --
The threshold for the metric, used with service level metrics.
Comparison (string) --
The type of comparison. Only "less than" (LT) comparisons are supported.
ThresholdValue (float) --
The threshold value to compare.
Statistic (string) --
The statistic for the metric.
Unit (string) --
The unit for the metric.
Value (float) --
The value of the metric.
{'RoutingProfileQueueConfigSummaryList': {'Channel': {'TASK'}}}
List the queues associated with a routing profile.
See also: AWS API Documentation
Request Syntax
client.list_routing_profile_queues(
InstanceId='string',
RoutingProfileId='string',
NextToken='string',
MaxResults=123
)
string
[REQUIRED]
The identifier of the Amazon Connect instance.
string
[REQUIRED]
The identifier of the routing profile.
string
The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.
integer
The maximimum number of results to return per page.
dict
Response Syntax
{
'NextToken': 'string',
'RoutingProfileQueueConfigSummaryList': [
{
'QueueId': 'string',
'QueueArn': 'string',
'QueueName': 'string',
'Priority': 123,
'Delay': 123,
'Channel': 'VOICE'|'CHAT'|'TASK'
},
]
}
Response Structure
(dict) --
NextToken (string) --
If there are additional results, this is the token for the next set of results.
RoutingProfileQueueConfigSummaryList (list) --
Information about the routing profiles.
(dict) --
Contains summary information about a routing profile queue.
QueueId (string) --
The identifier of the queue.
QueueArn (string) --
The Amazon Resource Name (ARN) of the queue.
QueueName (string) --
The name of the queue.
Priority (integer) --
The order in which contacts are to be handled for the queue. For more information, see Queues: priority and delay.
Delay (integer) --
The delay, in seconds, that a contact should be in the queue before they are routed to an available agent. For more information, see Queues: priority and delay in the Amazon Connect Administrator Guide .
Channel (string) --
The channels this queue supports.
{'MediaConcurrencies': {'Channel': {'TASK'}}}
Updates the channels that agents can handle in the Contact Control Panel (CCP) for a routing profile.
See also: AWS API Documentation
Request Syntax
client.update_routing_profile_concurrency(
InstanceId='string',
RoutingProfileId='string',
MediaConcurrencies=[
{
'Channel': 'VOICE'|'CHAT'|'TASK',
'Concurrency': 123
},
]
)
string
[REQUIRED]
The identifier of the Amazon Connect instance.
string
[REQUIRED]
The identifier of the routing profile.
list
[REQUIRED]
The channels agents can handle in the Contact Control Panel (CCP).
(dict) --
Contains information about which channels are supported, and how many contacts an agent can have on a channel simultaneously.
Channel (string) -- [REQUIRED]
The channels that agents can handle in the Contact Control Panel (CCP).
Concurrency (integer) -- [REQUIRED]
The number of contacts an agent can have on a channel simultaneously.
None
{'QueueConfigs': {'QueueReference': {'Channel': {'TASK'}}}}
Updates the properties associated with a set of queues for a routing profile.
See also: AWS API Documentation
Request Syntax
client.update_routing_profile_queues(
InstanceId='string',
RoutingProfileId='string',
QueueConfigs=[
{
'QueueReference': {
'QueueId': 'string',
'Channel': 'VOICE'|'CHAT'|'TASK'
},
'Priority': 123,
'Delay': 123
},
]
)
string
[REQUIRED]
The identifier of the Amazon Connect instance.
string
[REQUIRED]
The identifier of the routing profile.
list
[REQUIRED]
The queues to be updated for this routing profile. Queues must first be associated to the routing profile. You can do this using AssociateRoutingProfileQueues.
(dict) --
Contains information about the queue and channel for which priority and delay can be set.
QueueReference (dict) -- [REQUIRED]
Contains information about a queue resource.
QueueId (string) -- [REQUIRED]
The identifier of the queue.
Channel (string) -- [REQUIRED]
The channels agents can handle in the Contact Control Panel (CCP) for this routing profile.
Priority (integer) -- [REQUIRED]
The order in which contacts are to be handled for the queue. For more information, see Queues: priority and delay.
Delay (integer) -- [REQUIRED]
The delay, in seconds, a contact should be in the queue before they are routed to an available agent. For more information, see Queues: priority and delay in the Amazon Connect Administrator Guide .
None