2023/10/03 - Amazon Connect Service - 1 updated api methods
Changes GetMetricDataV2 API: Update to include new metrics CONTACTS_RESOLVED_IN_X , AVG_HOLD_TIME_ALL_CONTACTS , AVG_RESOLUTION_TIME , ABANDONMENT_RATE , AGENT_NON_RESPONSE_WITHOUT_CUSTOMER_ABANDONS with added features: Interval Period, TimeZone, Negate MetricFilters, Extended date time range.
{'Interval': {'IntervalPeriod': 'FIFTEEN_MIN | THIRTY_MIN | HOUR | DAY | WEEK '
'| TOTAL',
'TimeZone': 'string'},
'Metrics': {'MetricFilters': {'Negate': 'boolean'}}}
Response {'MetricResults': {'Collections': {'Metric': {'MetricFilters': {'Negate': 'boolean'}}},
'MetricInterval': {'EndTime': 'timestamp',
'Interval': 'FIFTEEN_MIN | THIRTY_MIN | '
'HOUR | DAY | WEEK | TOTAL',
'StartTime': 'timestamp'}}}
Gets metric data from the specified Amazon Connect instance.
GetMetricDataV2 offers more features than GetMetricData, 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.
For a description of the historical metrics that are supported by GetMetricDataV2 and GetMetricData , see Historical metrics definitions in the Amazon Connect Administrator's Guide .
See also: AWS API Documentation
Request Syntax
client.get_metric_data_v2(
ResourceArn='string',
StartTime=datetime(2015, 1, 1),
EndTime=datetime(2015, 1, 1),
Interval={
'TimeZone': 'string',
'IntervalPeriod': 'FIFTEEN_MIN'|'THIRTY_MIN'|'HOUR'|'DAY'|'WEEK'|'TOTAL'
},
Filters=[
{
'FilterKey': 'string',
'FilterValues': [
'string',
]
},
],
Groupings=[
'string',
],
Metrics=[
{
'Name': 'string',
'Threshold': [
{
'Comparison': 'string',
'ThresholdValue': 123.0
},
],
'MetricFilters': [
{
'MetricFilterKey': 'string',
'MetricFilterValues': [
'string',
],
'Negate': True|False
},
]
},
],
NextToken='string',
MaxResults=123
)
string
[REQUIRED]
The Amazon Resource Name (ARN) of the resource. This includes the instanceId an 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 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.
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 later than the start time timestamp. It cannot be later than the current timestamp.
dict
The interval period and timezone to apply to returned metrics.
IntervalPeriod : An aggregated grouping applied to request metrics. Valid IntervalPeriod values are: FIFTEEN_MIN | THIRTY_MIN | HOUR | DAY | WEEK | TOTAL . For example, if IntervalPeriod is selected THIRTY_MIN , StartTime and EndTime differs by 1 day, then Amazon Connect returns 48 results in the response. Each result is aggregated by the THIRTY_MIN period. By default Amazon Connect aggregates results based on the TOTAL interval period. The following list describes restrictions on StartTime and EndTime based on which IntervalPeriod is requested.
FIFTEEN_MIN : The difference between StartTime and EndTime must be less than 3 days.
THIRTY_MIN : The difference between StartTime and EndTime must be less than 3 days.
HOUR : The difference between StartTime and EndTime must be less than 3 days.
DAY : The difference between StartTime and EndTime must be less than 35 days.
WEEK : The difference between StartTime and EndTime must be less than 35 days.
TOTAL : The difference between StartTime and EndTime must be less than 35 days.
TimeZone : The timezone applied to requested metrics.
TimeZone (string) --
The timezone applied to requested metrics.
IntervalPeriod (string) --
IntervalPeriod : An aggregated grouping applied to request metrics. Valid IntervalPeriod values are: FIFTEEN_MIN | THIRTY_MIN | HOUR | DAY | WEEK | TOTAL .
For example, if IntervalPeriod is selected THIRTY_MIN , StartTime and EndTime differs by 1 day, then Amazon Connect returns 48 results in the response. Each result is aggregated by the THIRTY_MIN period. By default Amazon Connect aggregates results based on the TOTAL interval period.
The following list describes restrictions on StartTime and EndTime based on what 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.
list
[REQUIRED]
The filters to apply to returned metrics. You can filter on the following resources:
Queues
Routing profiles
Agents
Channels
User hierarchy groups
Feature
At least one filter must be passed from queues, routing profiles, agents, or user hierarchy groups.
To filter by phone number, see Create a historical metrics report in the Amazon Connect Administrator's Guide .
Note the following limits:
Filter keys : A maximum of 5 filter keys are supported in a single request. Valid filter keys: QUEUE | ROUTING_PROFILE | AGENT | CHANNEL | AGENT_HIERARCHY_LEVEL_ONE | AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE | AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE | FEATURE
Filter values : A maximum of 100 filter values are supported in a single request. VOICE, CHAT, and TASK are valid filterValue for the CHANNEL filter key. They do not count towards limitation of 100 filter values. For example, a GetMetricDataV2 request can filter by 50 queues, 35 agents, and 15 routing profiles for a total of 100 filter values, along with 3 channel filters. contact_lens_conversational_analytics is a valid filterValue for the FEATURE filter key. It is available only to contacts analyzed by Contact Lens conversational analytics.
(dict) --
Contains the filter to apply when retrieving metrics with the GetMetricDataV2 API.
FilterKey (string) --
The key to use for filtering data. For example, QUEUE , ROUTING_PROFILE, AGENT , CHANNEL , AGENT_HIERARCHY_LEVEL_ONE , AGENT_HIERARCHY_LEVEL_TWO , AGENT_HIERARCHY_LEVEL_THREE , AGENT_HIERARCHY_LEVEL_FOUR , AGENT_HIERARCHY_LEVEL_FIVE . There must be at least 1 key and a maximum 5 keys.
FilterValues (list) --
The identifiers to use for filtering data. For example, if you have a filter key of QUEUE , you would add queue IDs or ARNs in FilterValues .
(string) --
list
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: QUEUE | ROUTING_PROFILE | AGENT | CHANNEL | AGENT_HIERARCHY_LEVEL_ONE | AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE | AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE
(string) --
list
[REQUIRED]
The metrics to retrieve. Specify the name, groupings, and filters for each metric. The following historical metrics are available. For a description of each metric, see Historical metrics definitions in the Amazon Connect Administrator's Guide .
ABANDONMENT_RATE
Unit: Percent
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
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
AGENT_NON_RESPONSE
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
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.
AGENT_OCCUPANCY
Unit: Percentage
Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy
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
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
AVG_ABANDON_TIME
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
AVG_AFTER_CONTACT_WORK_TIME
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature
Note
Feature is a valid filter but not a valid grouping.
AVG_AGENT_CONNECTING_TIME
Unit: Seconds
Valid metric filter key: INITIATION_METHOD . For now, this metric only supports the following as INITIATION_METHOD : INBOUND | OUTBOUND | CALLBACK | API
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
Note
The Negate key in Metric Level Filters is not applicable for this metric.
AVG_CONTACT_DURATION
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature
Note
Feature is a valid filter but not a valid grouping.
AVG_CONVERSATION_DURATION
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
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
AVG_HANDLE_TIME
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature
Note
Feature is a valid filter but not a valid grouping.
AVG_HOLD_TIME
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature
Note
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
AVG_HOLDS
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature
Note
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
AVG_INTERACTION_TIME
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Feature
Note
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
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
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
AVG_QUEUE_ANSWER_TIME
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Feature
Note
Feature is a valid filter but not a valid grouping.
AVG_RESOLUTION_TIME
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile
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
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
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
CONTACTS_ABANDONED
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
CONTACTS_CREATED
Unit: Count
Valid metric filter key: INITIATION_METHOD
Valid groupings and filters: Queue, Channel, Routing Profile, Feature
Note
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
Note
Feature is a valid filter but not a valid grouping.
CONTACTS_HOLD_ABANDONS
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
CONTACTS_QUEUED
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
CONTACTS_RESOLVED_IN_X
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile
Threshold: For ThresholdValue enter any whole number from 1 to 604800 (inclusive), in seconds. For Comparison , you must enter LT (for "Less than").
CONTACTS_TRANSFERRED_OUT
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature
Note
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
CONTACTS_TRANSFERRED_OUT_FROM_QUEUE
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
MAX_QUEUED_TIME
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
SERVICE_LEVEL
You can include up to 20 SERVICE_LEVEL metrics in a request.
Unit: Percent
Valid groupings and filters: Queue, Channel, Routing Profile
Threshold: For ThresholdValue , enter any whole number from 1 to 604800 (inclusive), in seconds. For Comparison , you must enter LT (for "Less than").
SUM_CONTACTS_ANSWERED_IN_X
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile
Threshold: For ThresholdValue , enter any whole number from 1 to 604800 (inclusive), in seconds. For Comparison , you must enter LT (for "Less than").
SUM_CONTACTS_ABANDONED_IN_X
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile
Threshold: For ThresholdValue , enter any whole number from 1 to 604800 (inclusive), in seconds. For Comparison , you must enter LT (for "Less than").
SUM_CONTACTS_DISCONNECTED
Valid metric filter key: DISCONNECT_REASON
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile
SUM_RETRY_CALLBACK_ATTEMPTS
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile
(dict) --
Contains information about the metric.
Name (string) --
The name of the metric.
Warning
This parameter is required. The following Required = No is incorrect.
Threshold (list) --
Contains information about the threshold for service level metrics.
(dict) --
Contains information about the threshold for service level metrics.
Comparison (string) --
The type of comparison. Only "less than" (LT) comparisons are supported.
ThresholdValue (float) --
The threshold value to compare.
MetricFilters (list) --
Contains the filters to be used when returning data.
(dict) --
Contains information about the filter used when retrieving metrics. MetricFiltersV2 can be used on the following metrics: AVG_AGENT_CONNECTING_TIME , CONTACTS_CREATED , CONTACTS_HANDLED , SUM_CONTACTS_DISCONNECTED .
MetricFilterKey (string) --
The key to use for filtering data.
Valid metric filter keys: INITIATION_METHOD , DISCONNECT_REASON . These are the same values as the InitiationMethod and DisconnectReason in the contact record. For more information, see ContactTraceRecord in the Amazon Connect Administrator's Guide .
MetricFilterValues (list) --
The values to use for filtering data.
Valid metric filter values for INITIATION_METHOD : INBOUND | OUTBOUND | TRANSFER | QUEUE_TRANSFER | CALLBACK | API
Valid metric filter values for DISCONNECT_REASON : CUSTOMER_DISCONNECT | AGENT_DISCONNECT | THIRD_PARTY_DISCONNECT | TELECOM_PROBLEM | BARGED | CONTACT_FLOW_DISCONNECT | OTHER | EXPIRED | API
(string) --
Negate (boolean) --
The flag to use to filter on requested metric filter values or to not filter on requested metric filter values. By default the negate is false , which indicates to filter on the requested metric filter.
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 maximum number of results to return per page.
dict
Response Syntax
{
'NextToken': 'string',
'MetricResults': [
{
'Dimensions': {
'string': 'string'
},
'MetricInterval': {
'Interval': 'FIFTEEN_MIN'|'THIRTY_MIN'|'HOUR'|'DAY'|'WEEK'|'TOTAL',
'StartTime': datetime(2015, 1, 1),
'EndTime': datetime(2015, 1, 1)
},
'Collections': [
{
'Metric': {
'Name': 'string',
'Threshold': [
{
'Comparison': 'string',
'ThresholdValue': 123.0
},
],
'MetricFilters': [
{
'MetricFilterKey': 'string',
'MetricFilterValues': [
'string',
],
'Negate': True|False
},
]
},
'Value': 123.0
},
]
},
]
}
Response Structure
(dict) --
NextToken (string) --
If there are additional results, this is the token for the next set of results.
MetricResults (list) --
Information about the metrics requested in the API request If no grouping is specified, a summary of metric data is returned.
(dict) --
Contains information about the metric results.
Dimensions (dict) --
The dimension for the metrics.
(string) --
(string) --
MetricInterval (dict) --
The interval period with the start and end time for the metrics.
Interval (string) --
The interval period provided in the API request.
StartTime (datetime) --
The timestamp, in UNIX Epoch time format. Start time is based on the interval period selected.
EndTime (datetime) --
The timestamp, in UNIX Epoch time format. End time is based on the interval period selected. For example, If IntervalPeriod is selected THIRTY_MIN , StartTime and EndTime in the API request differs by 1 day, then 48 results are returned in the response. Each result is aggregated by the 30 minutes period, with each StartTime and EndTime differing by 30 minutes.
Collections (list) --
The set of metrics.
(dict) --
Contains the name, thresholds, and metric filters.
Metric (dict) --
The metric name, thresholds, and metric filters of the returned metric.
Name (string) --
The name of the metric.
Warning
This parameter is required. The following Required = No is incorrect.
Threshold (list) --
Contains information about the threshold for service level metrics.
(dict) --
Contains information about the threshold for service level metrics.
Comparison (string) --
The type of comparison. Only "less than" (LT) comparisons are supported.
ThresholdValue (float) --
The threshold value to compare.
MetricFilters (list) --
Contains the filters to be used when returning data.
(dict) --
Contains information about the filter used when retrieving metrics. MetricFiltersV2 can be used on the following metrics: AVG_AGENT_CONNECTING_TIME , CONTACTS_CREATED , CONTACTS_HANDLED , SUM_CONTACTS_DISCONNECTED .
MetricFilterKey (string) --
The key to use for filtering data.
Valid metric filter keys: INITIATION_METHOD , DISCONNECT_REASON . These are the same values as the InitiationMethod and DisconnectReason in the contact record. For more information, see ContactTraceRecord in the Amazon Connect Administrator's Guide .
MetricFilterValues (list) --
The values to use for filtering data.
Valid metric filter values for INITIATION_METHOD : INBOUND | OUTBOUND | TRANSFER | QUEUE_TRANSFER | CALLBACK | API
Valid metric filter values for DISCONNECT_REASON : CUSTOMER_DISCONNECT | AGENT_DISCONNECT | THIRD_PARTY_DISCONNECT | TELECOM_PROBLEM | BARGED | CONTACT_FLOW_DISCONNECT | OTHER | EXPIRED | API
(string) --
Negate (boolean) --
The flag to use to filter on requested metric filter values or to not filter on requested metric filter values. By default the negate is false , which indicates to filter on the requested metric filter.
Value (float) --
The corresponding value of the metric returned in the response.