From ecf269c54aadfb474431a9288ff8e37d42e19d6f Mon Sep 17 00:00:00 2001 From: awstools Date: Fri, 12 Jan 2024 19:39:53 +0000 Subject: [PATCH] feat(client-connect): Supervisor Barge for Chat is now supported through the MonitorContact API. --- .../src/commands/CreateParticipantCommand.ts | 2 +- .../DescribeInstanceAttributeCommand.ts | 4 +- .../commands/ListInstanceAttributesCommand.ts | 2 +- ...ealtimeContactAnalysisSegmentsV2Command.ts | 6 +-- .../src/commands/SearchContactsCommand.ts | 2 +- .../UpdateInstanceAttributeCommand.ts | 2 +- clients/client-connect/src/models/models_0.ts | 8 +++ clients/client-connect/src/models/models_1.ts | 54 ++++++++++++++++--- codegen/sdk-codegen/aws-models/connect.json | 34 ++++++++---- 9 files changed, 87 insertions(+), 27 deletions(-) diff --git a/clients/client-connect/src/commands/CreateParticipantCommand.ts b/clients/client-connect/src/commands/CreateParticipantCommand.ts index dd936346715c..325925fca393 100644 --- a/clients/client-connect/src/commands/CreateParticipantCommand.ts +++ b/clients/client-connect/src/commands/CreateParticipantCommand.ts @@ -41,7 +41,7 @@ export interface CreateParticipantCommandOutput extends CreateParticipantRespons * ContactId: "STRING_VALUE", // required * ClientToken: "STRING_VALUE", * ParticipantDetails: { // ParticipantDetailsToAdd - * ParticipantRole: "AGENT" || "CUSTOMER" || "SYSTEM" || "CUSTOM_BOT", + * ParticipantRole: "AGENT" || "CUSTOMER" || "SYSTEM" || "CUSTOM_BOT" || "SUPERVISOR", * DisplayName: "STRING_VALUE", * }, * }; diff --git a/clients/client-connect/src/commands/DescribeInstanceAttributeCommand.ts b/clients/client-connect/src/commands/DescribeInstanceAttributeCommand.ts index 889de0553980..9222353c1e2f 100644 --- a/clients/client-connect/src/commands/DescribeInstanceAttributeCommand.ts +++ b/clients/client-connect/src/commands/DescribeInstanceAttributeCommand.ts @@ -38,13 +38,13 @@ export interface DescribeInstanceAttributeCommandOutput extends DescribeInstance * const client = new ConnectClient(config); * const input = { // DescribeInstanceAttributeRequest * InstanceId: "STRING_VALUE", // required - * AttributeType: "INBOUND_CALLS" || "OUTBOUND_CALLS" || "CONTACTFLOW_LOGS" || "CONTACT_LENS" || "AUTO_RESOLVE_BEST_VOICES" || "USE_CUSTOM_TTS_VOICES" || "EARLY_MEDIA" || "MULTI_PARTY_CONFERENCE" || "HIGH_VOLUME_OUTBOUND" || "ENHANCED_CONTACT_MONITORING", // required + * AttributeType: "INBOUND_CALLS" || "OUTBOUND_CALLS" || "CONTACTFLOW_LOGS" || "CONTACT_LENS" || "AUTO_RESOLVE_BEST_VOICES" || "USE_CUSTOM_TTS_VOICES" || "EARLY_MEDIA" || "MULTI_PARTY_CONFERENCE" || "HIGH_VOLUME_OUTBOUND" || "ENHANCED_CONTACT_MONITORING" || "ENHANCED_CHAT_MONITORING", // required * }; * const command = new DescribeInstanceAttributeCommand(input); * const response = await client.send(command); * // { // DescribeInstanceAttributeResponse * // Attribute: { // Attribute - * // AttributeType: "INBOUND_CALLS" || "OUTBOUND_CALLS" || "CONTACTFLOW_LOGS" || "CONTACT_LENS" || "AUTO_RESOLVE_BEST_VOICES" || "USE_CUSTOM_TTS_VOICES" || "EARLY_MEDIA" || "MULTI_PARTY_CONFERENCE" || "HIGH_VOLUME_OUTBOUND" || "ENHANCED_CONTACT_MONITORING", + * // AttributeType: "INBOUND_CALLS" || "OUTBOUND_CALLS" || "CONTACTFLOW_LOGS" || "CONTACT_LENS" || "AUTO_RESOLVE_BEST_VOICES" || "USE_CUSTOM_TTS_VOICES" || "EARLY_MEDIA" || "MULTI_PARTY_CONFERENCE" || "HIGH_VOLUME_OUTBOUND" || "ENHANCED_CONTACT_MONITORING" || "ENHANCED_CHAT_MONITORING", * // Value: "STRING_VALUE", * // }, * // }; diff --git a/clients/client-connect/src/commands/ListInstanceAttributesCommand.ts b/clients/client-connect/src/commands/ListInstanceAttributesCommand.ts index c3618032c881..d22aa977bb3c 100644 --- a/clients/client-connect/src/commands/ListInstanceAttributesCommand.ts +++ b/clients/client-connect/src/commands/ListInstanceAttributesCommand.ts @@ -46,7 +46,7 @@ export interface ListInstanceAttributesCommandOutput extends ListInstanceAttribu * // { // ListInstanceAttributesResponse * // Attributes: [ // AttributesList * // { // Attribute - * // AttributeType: "INBOUND_CALLS" || "OUTBOUND_CALLS" || "CONTACTFLOW_LOGS" || "CONTACT_LENS" || "AUTO_RESOLVE_BEST_VOICES" || "USE_CUSTOM_TTS_VOICES" || "EARLY_MEDIA" || "MULTI_PARTY_CONFERENCE" || "HIGH_VOLUME_OUTBOUND" || "ENHANCED_CONTACT_MONITORING", + * // AttributeType: "INBOUND_CALLS" || "OUTBOUND_CALLS" || "CONTACTFLOW_LOGS" || "CONTACT_LENS" || "AUTO_RESOLVE_BEST_VOICES" || "USE_CUSTOM_TTS_VOICES" || "EARLY_MEDIA" || "MULTI_PARTY_CONFERENCE" || "HIGH_VOLUME_OUTBOUND" || "ENHANCED_CONTACT_MONITORING" || "ENHANCED_CHAT_MONITORING", * // Value: "STRING_VALUE", * // }, * // ], diff --git a/clients/client-connect/src/commands/ListRealtimeContactAnalysisSegmentsV2Command.ts b/clients/client-connect/src/commands/ListRealtimeContactAnalysisSegmentsV2Command.ts index 5fddbbfc92c4..4007da55a9d9 100644 --- a/clients/client-connect/src/commands/ListRealtimeContactAnalysisSegmentsV2Command.ts +++ b/clients/client-connect/src/commands/ListRealtimeContactAnalysisSegmentsV2Command.ts @@ -64,7 +64,7 @@ export interface ListRealtimeContactAnalysisSegmentsV2CommandOutput * // Transcript: { // RealTimeContactAnalysisSegmentTranscript * // Id: "STRING_VALUE", // required * // ParticipantId: "STRING_VALUE", // required - * // ParticipantRole: "AGENT" || "CUSTOMER" || "SYSTEM" || "CUSTOM_BOT", // required + * // ParticipantRole: "AGENT" || "CUSTOMER" || "SYSTEM" || "CUSTOM_BOT" || "SUPERVISOR", // required * // DisplayName: "STRING_VALUE", * // Content: "STRING_VALUE", // required * // ContentType: "STRING_VALUE", @@ -116,7 +116,7 @@ export interface ListRealtimeContactAnalysisSegmentsV2CommandOutput * // Event: { // RealTimeContactAnalysisSegmentEvent * // Id: "STRING_VALUE", // required * // ParticipantId: "STRING_VALUE", - * // ParticipantRole: "AGENT" || "CUSTOMER" || "SYSTEM" || "CUSTOM_BOT", + * // ParticipantRole: "AGENT" || "CUSTOMER" || "SYSTEM" || "CUSTOM_BOT" || "SUPERVISOR", * // DisplayName: "STRING_VALUE", * // EventType: "STRING_VALUE", // required * // Time: {// Union: only one key present @@ -126,7 +126,7 @@ export interface ListRealtimeContactAnalysisSegmentsV2CommandOutput * // Attachments: { // RealTimeContactAnalysisSegmentAttachments * // Id: "STRING_VALUE", // required * // ParticipantId: "STRING_VALUE", // required - * // ParticipantRole: "AGENT" || "CUSTOMER" || "SYSTEM" || "CUSTOM_BOT", // required + * // ParticipantRole: "AGENT" || "CUSTOMER" || "SYSTEM" || "CUSTOM_BOT" || "SUPERVISOR", // required * // DisplayName: "STRING_VALUE", * // Attachments: [ // RealTimeContactAnalysisAttachments // required * // { // RealTimeContactAnalysisAttachment diff --git a/clients/client-connect/src/commands/SearchContactsCommand.ts b/clients/client-connect/src/commands/SearchContactsCommand.ts index 05099301a4d3..492fd008ba44 100644 --- a/clients/client-connect/src/commands/SearchContactsCommand.ts +++ b/clients/client-connect/src/commands/SearchContactsCommand.ts @@ -74,7 +74,7 @@ export interface SearchContactsCommandOutput extends SearchContactsResponse, __M * Transcript: { // Transcript * Criteria: [ // TranscriptCriteriaList // required * { // TranscriptCriteria - * ParticipantRole: "AGENT" || "CUSTOMER" || "SYSTEM" || "CUSTOM_BOT", // required + * ParticipantRole: "AGENT" || "CUSTOMER" || "SYSTEM" || "CUSTOM_BOT" || "SUPERVISOR", // required * SearchText: [ // SearchTextList // required * "STRING_VALUE", * ], diff --git a/clients/client-connect/src/commands/UpdateInstanceAttributeCommand.ts b/clients/client-connect/src/commands/UpdateInstanceAttributeCommand.ts index 45ec06ddfd16..ed69d0f75582 100644 --- a/clients/client-connect/src/commands/UpdateInstanceAttributeCommand.ts +++ b/clients/client-connect/src/commands/UpdateInstanceAttributeCommand.ts @@ -38,7 +38,7 @@ export interface UpdateInstanceAttributeCommandOutput extends __MetadataBearer { * const client = new ConnectClient(config); * const input = { // UpdateInstanceAttributeRequest * InstanceId: "STRING_VALUE", // required - * AttributeType: "INBOUND_CALLS" || "OUTBOUND_CALLS" || "CONTACTFLOW_LOGS" || "CONTACT_LENS" || "AUTO_RESOLVE_BEST_VOICES" || "USE_CUSTOM_TTS_VOICES" || "EARLY_MEDIA" || "MULTI_PARTY_CONFERENCE" || "HIGH_VOLUME_OUTBOUND" || "ENHANCED_CONTACT_MONITORING", // required + * AttributeType: "INBOUND_CALLS" || "OUTBOUND_CALLS" || "CONTACTFLOW_LOGS" || "CONTACT_LENS" || "AUTO_RESOLVE_BEST_VOICES" || "USE_CUSTOM_TTS_VOICES" || "EARLY_MEDIA" || "MULTI_PARTY_CONFERENCE" || "HIGH_VOLUME_OUTBOUND" || "ENHANCED_CONTACT_MONITORING" || "ENHANCED_CHAT_MONITORING", // required * Value: "STRING_VALUE", // required * }; * const command = new UpdateInstanceAttributeCommand(input); diff --git a/clients/client-connect/src/models/models_0.ts b/clients/client-connect/src/models/models_0.ts index 1d0163bf342c..b7dfa8d0d783 100644 --- a/clients/client-connect/src/models/models_0.ts +++ b/clients/client-connect/src/models/models_0.ts @@ -3076,6 +3076,7 @@ export const ParticipantRole = { AGENT: "AGENT", CUSTOMER: "CUSTOMER", CUSTOM_BOT: "CUSTOM_BOT", + SUPERVISOR: "SUPERVISOR", SYSTEM: "SYSTEM", } as const; @@ -6423,6 +6424,12 @@ export interface EvaluationNote { /** * @public *

The note for an item (section or question) in a contact evaluation.

+ * + *

Even though a note in an evaluation can have up to 3072 chars, there is also a limit on the + * total number of chars for all the notes in the evaluation combined. Assuming there are N + * questions in the evaluation being submitted, then the max char limit for all notes combined is N + * x 1024.

+ * */ Value?: string; } @@ -7003,6 +7010,7 @@ export const InstanceAttributeType = { CONTACTFLOW_LOGS: "CONTACTFLOW_LOGS", CONTACT_LENS: "CONTACT_LENS", EARLY_MEDIA: "EARLY_MEDIA", + ENHANCED_CHAT_MONITORING: "ENHANCED_CHAT_MONITORING", ENHANCED_CONTACT_MONITORING: "ENHANCED_CONTACT_MONITORING", HIGH_VOLUME_OUTBOUND: "HIGH_VOLUME_OUTBOUND", INBOUND_CALLS: "INBOUND_CALLS", diff --git a/clients/client-connect/src/models/models_1.ts b/clients/client-connect/src/models/models_1.ts index e89378935e10..5a7f59b6e18a 100644 --- a/clients/client-connect/src/models/models_1.ts +++ b/clients/client-connect/src/models/models_1.ts @@ -2049,10 +2049,15 @@ export interface GetCurrentMetricDataRequest { *
  • *

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

    *
    • + *
  • + *

    RoutingStepExpressions: 50

    + *
    • * *

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

    + * routing profile.) You can include both resource IDs and resource ARNs in the same request.

    + *

    When using RoutingStepExpression, you need to pass exactly one + * QueueId.

    *

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

    */ Filters: Filters | undefined; @@ -2077,6 +2082,10 @@ export interface GetCurrentMetricDataRequest { *

    If no Grouping is included in the request, a summary of metrics is * returned.

    * + *
  • + *

    When using the RoutingStepExpression filter, group by + * ROUTING_STEP_EXPRESSION is required.

    + *
    • * */ Groupings?: Grouping[]; @@ -2160,6 +2169,11 @@ export interface GetCurrentMetricDataRequest { * \{ "Metric": \{ "Name": "OLDEST_CONTACT_AGE", "Unit": "SECONDS" \}, "Value": 24113.0 * \}

    *

    The actual OLDEST_CONTACT_AGE is 24 seconds.

    + *

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

    *

    Name in real-time metrics report: Oldest *

    * @@ -2873,6 +2887,8 @@ export interface GetMetricDataRequest { *

    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.

    + *

    RoutingStepExpression is not a valid filter for GetMetricData and we recommend switching to + * GetMetricDataV2 for more up-to-date features.

    * *

    To filter by Queues, enter the queue * ID/ARN, not the name of the queue.

    @@ -2886,6 +2902,8 @@ export interface GetMetricDataRequest { * queue, the metrics returned are grouped by queue. The values returned apply to the metrics for * each queue rather than aggregated for all queues.

    *

    If no grouping is specified, a summary of metrics for all queues is returned.

    + *

    RoutingStepExpression is not a valid filter for GetMetricData and we recommend switching to + * GetMetricDataV2 for more up-to-date features.

    */ Groupings?: Grouping[]; @@ -3396,6 +3414,9 @@ export interface GetMetricDataV2Request { *
  • *

    Feature

    *
    • + *
  • + *

    Routing step expression

    + *
    • * *

    At least one filter must be passed from queues, routing profiles, agents, or user hierarchy * groups.

    @@ -3411,7 +3432,8 @@ export interface GetMetricDataV2Request { * AGENT | CHANNEL | AGENT_HIERARCHY_LEVEL_ONE | * AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE | * AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE | - * FEATURE | contact/segmentAttributes/connect:Subtype + * FEATURE | contact/segmentAttributes/connect:Subtype | + * ROUTING_STEP_EXPRESSION *

    * *
  • @@ -3429,6 +3451,8 @@ export interface GetMetricDataV2Request { * connect:Chat, connect:SMS, connect:Telephony, and * connect:WebRTC are valid filterValue examples (not exhaustive) for * the contact/segmentAttributes/connect:Subtype filter key.

    + *

    ROUTING_STEP_EXPRESSION is a valid filter key with a filter value up to 3000 + * length.

    *
    • * */ @@ -3444,7 +3468,8 @@ export interface GetMetricDataV2Request { * | CHANNEL | AGENT_HIERARCHY_LEVEL_ONE | * AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE | * AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE, - * contact/segmentAttributes/connect:Subtype + * contact/segmentAttributes/connect:Subtype | + * ROUTING_STEP_EXPRESSION *

    */ Groupings?: string[]; @@ -3572,7 +3597,7 @@ export interface GetMetricDataV2Request { *
    *

    Unit: Seconds

    *

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, - * contact/segmentAttributes/connect:Subtype

    + * contact/segmentAttributes/connect:Subtype, RoutingStepExpression

    * *

    Feature is a valid filter but not a valid grouping.

    *     @@ -3685,7 +3710,7 @@ export interface GetMetricDataV2Request { *
    *

    Unit: Count

    *

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, - * contact/segmentAttributes/connect:Subtype

    + * contact/segmentAttributes/connect:Subtype, RoutingStepExpression

    *
    *
    CONTACTS_CREATED
    *
    @@ -3705,7 +3730,7 @@ export interface GetMetricDataV2Request { * DISCONNECT_REASON *

    *

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, - * contact/segmentAttributes/connect:Subtype

    + * contact/segmentAttributes/connect:Subtype, RoutingStepExpression

    * *

    Feature is a valid filter but not a valid grouping.

    *     @@ -3783,6 +3808,16 @@ export interface GetMetricDataV2Request { *

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, * contact/segmentAttributes/connect:Subtype

    *
    + *
    PERCENT_CONTACTS_STEP_EXPIRED
    + *
    + *

    Unit: Percent

    + *

    Valid groupings and filters: Queue, RoutingStepExpression

    + *
    + *
    PERCENT_CONTACTS_STEP_JOINED
    + *
    + *

    Unit: Percent

    + *

    Valid groupings and filters: Queue, RoutingStepExpression

    + *
    *
    PERCENT_NON_TALK_TIME
    *
    *

    This metric is available only for contacts analyzed by Contact Lens conversational @@ -3824,6 +3859,11 @@ export interface GetMetricDataV2Request { * (inclusive), in seconds. For Comparison, you must enter LT (for * "Less than").

    *
    + *
    STEP_CONTACTS_QUEUED
    + *
    + *

    Unit: Count

    + *

    Valid groupings and filters: Queue, RoutingStepExpression

    + *
    *
    SUM_AFTER_CONTACT_WORK_TIME
    *
    *

    Unit: Seconds

    @@ -8577,7 +8617,7 @@ export interface MonitorContactRequest { /** * @public *

    Specify which monitoring actions the user is allowed to take. For example, whether the user - * is allowed to escalate from silent monitoring to barge.

    + * is allowed to escalate from silent monitoring to barge. AllowedMonitorCapabilities is required if barge is enabled.

    */ AllowedMonitorCapabilities?: MonitorCapability[]; diff --git a/codegen/sdk-codegen/aws-models/connect.json b/codegen/sdk-codegen/aws-models/connect.json index 688647850287..16c0c84179e5 100644 --- a/codegen/sdk-codegen/aws-models/connect.json +++ b/codegen/sdk-codegen/aws-models/connect.json @@ -13967,7 +13967,7 @@ "Value": { "target": "com.amazonaws.connect#EvaluationNoteString", "traits": { - "smithy.api#documentation": "

    The note for an item (section or question) in a contact evaluation.

    " + "smithy.api#documentation": "

    The note for an item (section or question) in a contact evaluation.

    \n \n

    Even though a note in an evaluation can have up to 3072 chars, there is also a limit on the\n total number of chars for all the notes in the evaluation combined. Assuming there are N\n questions in the evaluation being submitted, then the max char limit for all notes combined is N\n x 1024.

    \n     " } } }, @@ -13980,7 +13980,7 @@ "traits": { "smithy.api#length": { "min": 0, - "max": 1024 + "max": 3072 } } }, @@ -14670,20 +14670,20 @@ "Filters": { "target": "com.amazonaws.connect#Filters", "traits": { - "smithy.api#documentation": "

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

    \n
      \n
    • \n

      Queues: 100

      \n
      • \n
    • \n

      Routing profiles: 100

      \n
      • \n
    • \n

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

      \n
      • \n
    \n

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

    \n

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

    ", + "smithy.api#documentation": "

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

    \n
      \n
    • \n

      Queues: 100

      \n
      • \n
    • \n

      Routing profiles: 100

      \n
      • \n
    • \n

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

      \n
      • \n
    • \n

      RoutingStepExpressions: 50

      \n
      • \n
    \n

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

    \n

    When using RoutingStepExpression, you need to pass exactly one\n QueueId.

    \n

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

    ", "smithy.api#required": {} } }, "Groupings": { "target": "com.amazonaws.connect#Groupings", "traits": { - "smithy.api#documentation": "

    The grouping applied to the metrics returned. For example, when grouped by\n QUEUE, the metrics returned apply to each queue rather than aggregated for all\n queues.

    \n
      \n
    • \n

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

      \n
      • \n
    • \n

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

      \n
      • \n
    • \n

      If no Grouping is included in the request, a summary of metrics is\n returned.

      \n
      • \n
    " + "smithy.api#documentation": "

    The grouping applied to the metrics returned. For example, when grouped by\n QUEUE, the metrics returned apply to each queue rather than aggregated for all\n queues.

    \n
      \n
    • \n

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

      \n
      • \n
    • \n

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

      \n
      • \n
    • \n

      If no Grouping is included in the request, a summary of metrics is\n returned.

      \n
      • \n
    • \n

      When using the RoutingStepExpression filter, group by\n ROUTING_STEP_EXPRESSION is required.

      \n
      • \n
    " } }, "CurrentMetrics": { "target": "com.amazonaws.connect#CurrentMetrics", "traits": { - "smithy.api#documentation": "

    The metrics to retrieve. Specify the name and unit for each metric. The following metrics\n are available. For a description of all the metrics, see Real-time Metrics\n Definitions in the Amazon Connect Administrator Guide.

    \n
    \n
    AGENTS_AFTER_CONTACT_WORK
    \n
    \n

    Unit: COUNT

    \n

    Name in real-time metrics report: ACW\n

    \n
    \n
    AGENTS_AVAILABLE
    \n
    \n

    Unit: COUNT

    \n

    Name in real-time metrics report: Available\n

    \n
    \n
    AGENTS_ERROR
    \n
    \n

    Unit: COUNT

    \n

    Name in real-time metrics report: Error\n

    \n
    \n
    AGENTS_NON_PRODUCTIVE
    \n
    \n

    Unit: COUNT

    \n

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

    \n
    \n
    AGENTS_ON_CALL
    \n
    \n

    Unit: COUNT

    \n

    Name in real-time metrics report: On\n contact\n

    \n
    \n
    AGENTS_ON_CONTACT
    \n
    \n

    Unit: COUNT

    \n

    Name in real-time metrics report: On\n contact\n

    \n
    \n
    AGENTS_ONLINE
    \n
    \n

    Unit: COUNT

    \n

    Name in real-time metrics report: Online\n

    \n
    \n
    AGENTS_STAFFED
    \n
    \n

    Unit: COUNT

    \n

    Name in real-time metrics report: Staffed\n

    \n
    \n
    CONTACTS_IN_QUEUE
    \n
    \n

    Unit: COUNT

    \n

    Name in real-time metrics report: In\n queue\n

    \n
    \n
    CONTACTS_SCHEDULED
    \n
    \n

    Unit: COUNT

    \n

    Name in real-time metrics report: Scheduled\n

    \n
    \n
    OLDEST_CONTACT_AGE
    \n
    \n

    Unit: SECONDS

    \n

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

    \n

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

    \n

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

    \n

    The actual OLDEST_CONTACT_AGE is 24 seconds.

    \n

    Name in real-time metrics report: Oldest\n

    \n
    \n
    SLOTS_ACTIVE
    \n
    \n

    Unit: COUNT

    \n

    Name in real-time metrics report: Active\n

    \n
    \n
    SLOTS_AVAILABLE
    \n
    \n

    Unit: COUNT

    \n

    Name in real-time metrics report: Availability\n

    \n
    \n
    ", + "smithy.api#documentation": "

    The metrics to retrieve. Specify the name and unit for each metric. The following metrics\n are available. For a description of all the metrics, see Real-time Metrics\n Definitions in the Amazon Connect Administrator Guide.

    \n
    \n
    AGENTS_AFTER_CONTACT_WORK
    \n
    \n

    Unit: COUNT

    \n

    Name in real-time metrics report: ACW\n

    \n
    \n
    AGENTS_AVAILABLE
    \n
    \n

    Unit: COUNT

    \n

    Name in real-time metrics report: Available\n

    \n
    \n
    AGENTS_ERROR
    \n
    \n

    Unit: COUNT

    \n

    Name in real-time metrics report: Error\n

    \n
    \n
    AGENTS_NON_PRODUCTIVE
    \n
    \n

    Unit: COUNT

    \n

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

    \n
    \n
    AGENTS_ON_CALL
    \n
    \n

    Unit: COUNT

    \n

    Name in real-time metrics report: On\n contact\n

    \n
    \n
    AGENTS_ON_CONTACT
    \n
    \n

    Unit: COUNT

    \n

    Name in real-time metrics report: On\n contact\n

    \n
    \n
    AGENTS_ONLINE
    \n
    \n

    Unit: COUNT

    \n

    Name in real-time metrics report: Online\n

    \n
    \n
    AGENTS_STAFFED
    \n
    \n

    Unit: COUNT

    \n

    Name in real-time metrics report: Staffed\n

    \n
    \n
    CONTACTS_IN_QUEUE
    \n
    \n

    Unit: COUNT

    \n

    Name in real-time metrics report: In\n queue\n

    \n
    \n
    CONTACTS_SCHEDULED
    \n
    \n

    Unit: COUNT

    \n

    Name in real-time metrics report: Scheduled\n

    \n
    \n
    OLDEST_CONTACT_AGE
    \n
    \n

    Unit: SECONDS

    \n

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

    \n

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

    \n

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

    \n

    The actual OLDEST_CONTACT_AGE is 24 seconds.

    \n

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

    \n

    Name in real-time metrics report: Oldest\n

    \n
    \n
    SLOTS_ACTIVE
    \n
    \n

    Unit: COUNT

    \n

    Name in real-time metrics report: Active\n

    \n
    \n
    SLOTS_AVAILABLE
    \n
    \n

    Unit: COUNT

    \n

    Name in real-time metrics report: Availability\n

    \n
    \n
    ", "smithy.api#required": {} } }, @@ -15089,14 +15089,14 @@ "Filters": { "target": "com.amazonaws.connect#Filters", "traits": { - "smithy.api#documentation": "

    The queues, up to 100, or channels, to use to filter the metrics returned. Metric data is\n retrieved only for the resources associated with the queues or channels included in the filter.\n You can include both queue IDs and queue ARNs in the same request. VOICE, CHAT, and TASK channels are supported.

    \n \n

    To filter by Queues, enter the queue\n ID/ARN, not the name of the queue.

    \n     ", + "smithy.api#documentation": "

    The queues, up to 100, or channels, to use to filter the metrics returned. Metric data is\n retrieved only for the resources associated with the queues or channels included in the filter.\n You can include both queue IDs and queue ARNs in the same request. VOICE, CHAT, and TASK channels are supported.

    \n

    RoutingStepExpression is not a valid filter for GetMetricData and we recommend switching to\n GetMetricDataV2 for more up-to-date features.

    \n \n

    To filter by Queues, enter the queue\n ID/ARN, not the name of the queue.

    \n     ", "smithy.api#required": {} } }, "Groupings": { "target": "com.amazonaws.connect#Groupings", "traits": { - "smithy.api#documentation": "

    The grouping applied to the metrics returned. For example, when results are grouped by\n queue, the metrics returned are grouped by queue. The values returned apply to the metrics for\n each queue rather than aggregated for all queues.

    \n

    If no grouping is specified, a summary of metrics for all queues is returned.

    " + "smithy.api#documentation": "

    The grouping applied to the metrics returned. For example, when results are grouped by\n queue, the metrics returned are grouped by queue. The values returned apply to the metrics for\n each queue rather than aggregated for all queues.

    \n

    If no grouping is specified, a summary of metrics for all queues is returned.

    \n

    RoutingStepExpression is not a valid filter for GetMetricData and we recommend switching to\n GetMetricDataV2 for more up-to-date features.

    " } }, "HistoricalMetrics": { @@ -15215,20 +15215,20 @@ "Filters": { "target": "com.amazonaws.connect#FiltersV2List", "traits": { - "smithy.api#documentation": "

    The filters to apply to returned metrics. You can filter on the following resources:

    \n
      \n
    • \n

      Queues

      \n
      • \n
    • \n

      Routing profiles

      \n
      • \n
    • \n

      Agents

      \n
      • \n
    • \n

      Channels

      \n
      • \n
    • \n

      User hierarchy groups

      \n
      • \n
    • \n

      Feature

      \n
      • \n
    \n

    At least one filter must be passed from queues, routing profiles, agents, or user hierarchy\n groups.

    \n

    To filter by phone number, see Create a historical\n metrics report in the Amazon Connect Administrator's\n Guide.

    \n

    Note the following limits:

    \n
      \n
    • \n

      \n Filter keys: A maximum of 5 filter keys are supported in\n a single request. Valid filter keys: QUEUE | ROUTING_PROFILE |\n AGENT | CHANNEL | AGENT_HIERARCHY_LEVEL_ONE |\n AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE |\n AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE |\n FEATURE | contact/segmentAttributes/connect:Subtype\n

      \n
      • \n
    • \n

      \n Filter values: A maximum of 100 filter values are\n supported in a single request. VOICE, CHAT, and TASK are valid filterValue for the\n CHANNEL filter key. They do not count towards limitation of 100 filter values. For example, a\n GetMetricDataV2 request can filter by 50 queues, 35 agents, and 15 routing profiles for a total\n of 100 filter values, along with 3 channel filters.

      \n

      \n contact_lens_conversational_analytics is a valid filterValue for the\n FEATURE filter key. It is available only to contacts analyzed by Contact Lens\n conversational analytics.

      \n

      \n connect:Chat, connect:SMS, connect:Telephony, and\n connect:WebRTC are valid filterValue examples (not exhaustive) for\n the contact/segmentAttributes/connect:Subtype filter key.

      \n
      • \n
    ", + "smithy.api#documentation": "

    The filters to apply to returned metrics. You can filter on the following resources:

    \n
      \n
    • \n

      Queues

      \n
      • \n
    • \n

      Routing profiles

      \n
      • \n
    • \n

      Agents

      \n
      • \n
    • \n

      Channels

      \n
      • \n
    • \n

      User hierarchy groups

      \n
      • \n
    • \n

      Feature

      \n
      • \n
    • \n

      Routing step expression

      \n
      • \n
    \n

    At least one filter must be passed from queues, routing profiles, agents, or user hierarchy\n groups.

    \n

    To filter by phone number, see Create a historical\n metrics report in the Amazon Connect Administrator's\n Guide.

    \n

    Note the following limits:

    \n
      \n
    • \n

      \n Filter keys: A maximum of 5 filter keys are supported in\n a single request. Valid filter keys: QUEUE | ROUTING_PROFILE |\n AGENT | CHANNEL | AGENT_HIERARCHY_LEVEL_ONE |\n AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE |\n AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE |\n FEATURE | contact/segmentAttributes/connect:Subtype |\n ROUTING_STEP_EXPRESSION\n

      \n
      • \n
    • \n

      \n Filter values: A maximum of 100 filter values are\n supported in a single request. VOICE, CHAT, and TASK are valid filterValue for the\n CHANNEL filter key. They do not count towards limitation of 100 filter values. For example, a\n GetMetricDataV2 request can filter by 50 queues, 35 agents, and 15 routing profiles for a total\n of 100 filter values, along with 3 channel filters.

      \n

      \n contact_lens_conversational_analytics is a valid filterValue for the\n FEATURE filter key. It is available only to contacts analyzed by Contact Lens\n conversational analytics.

      \n

      \n connect:Chat, connect:SMS, connect:Telephony, and\n connect:WebRTC are valid filterValue examples (not exhaustive) for\n the contact/segmentAttributes/connect:Subtype filter key.

      \n

      ROUTING_STEP_EXPRESSION is a valid filter key with a filter value up to 3000\n length.

      \n
      • \n
    ", "smithy.api#required": {} } }, "Groupings": { "target": "com.amazonaws.connect#GroupingsV2", "traits": { - "smithy.api#documentation": "

    The grouping applied to the metrics that are returned. For example, when results are grouped\n by queue, the metrics returned are grouped by queue. The values that are returned apply to the\n metrics for each queue. They are not aggregated for all queues.

    \n

    If no grouping is specified, a summary of all metrics is returned.

    \n

    Valid grouping keys: QUEUE | ROUTING_PROFILE | AGENT\n | CHANNEL | AGENT_HIERARCHY_LEVEL_ONE |\n AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE |\n AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE,\n contact/segmentAttributes/connect:Subtype\n

    " + "smithy.api#documentation": "

    The grouping applied to the metrics that are returned. For example, when results are grouped\n by queue, the metrics returned are grouped by queue. The values that are returned apply to the\n metrics for each queue. They are not aggregated for all queues.

    \n

    If no grouping is specified, a summary of all metrics is returned.

    \n

    Valid grouping keys: QUEUE | ROUTING_PROFILE | AGENT\n | CHANNEL | AGENT_HIERARCHY_LEVEL_ONE |\n AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE |\n AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE,\n contact/segmentAttributes/connect:Subtype |\n ROUTING_STEP_EXPRESSION\n

    " } }, "Metrics": { "target": "com.amazonaws.connect#MetricsV2", "traits": { - "smithy.api#documentation": "

    The metrics to retrieve. Specify the name, groupings, and filters for each metric. The\n following historical metrics are available. For a description of each metric, see Historical metrics definitions in the Amazon Connect Administrator's\n Guide.

    \n
    \n
    ABANDONMENT_RATE
    \n
    \n

    Unit: Percent

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AGENT_ADHERENT_TIME
    \n
    \n

    This metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    AGENT_ANSWER_RATE
    \n
    \n

    Unit: Percent

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    AGENT_NON_ADHERENT_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    AGENT_NON_RESPONSE
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    AGENT_NON_RESPONSE_WITHOUT_CUSTOMER_ABANDONS
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n

    Data for this metric is available starting from October 1, 2023 0:00:00 GMT.

    \n
    \n
    AGENT_OCCUPANCY
    \n
    \n

    Unit: Percentage

    \n

    Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    AGENT_SCHEDULE_ADHERENCE
    \n
    \n

    This metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.

    \n

    Unit: Percent

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    AGENT_SCHEDULED_TIME
    \n
    \n

    This metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    AVG_ABANDON_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AVG_ACTIVE_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    AVG_AFTER_CONTACT_WORK_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid metric filter key: INITIATION_METHOD\n

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_AGENT_CONNECTING_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid metric filter key: INITIATION_METHOD. For now, this metric only\n supports the following as INITIATION_METHOD: INBOUND |\n OUTBOUND | CALLBACK | API\n

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n \n

    The Negate key in Metric Level Filters is not applicable for this\n metric.

    \n     \n
    \n
    AVG_AGENT_PAUSE_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    AVG_CONTACT_DURATION
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_CONVERSATION_DURATION
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AVG_GREETING_TIME_AGENT
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AVG_HANDLE_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_HOLD_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_HOLD_TIME_ALL_CONTACTS
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AVG_HOLDS
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_INTERACTION_AND_HOLD_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AVG_INTERACTION_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid metric filter key: INITIATION_METHOD\n

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_INTERRUPTIONS_AGENT
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AVG_INTERRUPTION_TIME_AGENT
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AVG_NON_TALK_TIME
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AVG_QUEUE_ANSWER_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_RESOLUTION_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AVG_TALK_TIME
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AVG_TALK_TIME_AGENT
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AVG_TALK_TIME_CUSTOMER
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    CONTACTS_ABANDONED
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    CONTACTS_CREATED
    \n
    \n

    Unit: Count

    \n

    Valid metric filter key: INITIATION_METHOD\n

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    CONTACTS_HANDLED
    \n
    \n

    Unit: Count

    \n

    Valid metric filter key: INITIATION_METHOD,\n DISCONNECT_REASON\n

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    CONTACTS_HOLD_ABANDONS
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    CONTACTS_ON_HOLD_AGENT_DISCONNECT
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    CONTACTS_ON_HOLD_CUSTOMER_DISCONNECT
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    CONTACTS_PUT_ON_HOLD
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    CONTACTS_TRANSFERRED_OUT_EXTERNAL
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    CONTACTS_TRANSFERRED_OUT_INTERNAL
    \n
    \n

    Unit: Percent

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    CONTACTS_QUEUED
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    CONTACTS_RESOLVED_IN_X
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile,\n contact/segmentAttributes/connect:Subtype

    \n

    Threshold: For ThresholdValue enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").

    \n
    \n
    CONTACTS_TRANSFERRED_OUT
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    CONTACTS_TRANSFERRED_OUT_BY_AGENT
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    CONTACTS_TRANSFERRED_OUT_FROM_QUEUE
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    MAX_QUEUED_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    PERCENT_NON_TALK_TIME
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Percentage

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    PERCENT_TALK_TIME
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Percentage

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    PERCENT_TALK_TIME_AGENT
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Percentage

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    PERCENT_TALK_TIME_CUSTOMER
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Percentage

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    SERVICE_LEVEL
    \n
    \n

    You can include up to 20 SERVICE_LEVEL metrics in a request.

    \n

    Unit: Percent

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile

    \n

    Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").

    \n
    \n
    SUM_AFTER_CONTACT_WORK_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    SUM_CONNECTING_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

    Valid metric filter key: INITIATION_METHOD. This metric only supports the\n following filter keys as INITIATION_METHOD: INBOUND |\n OUTBOUND | CALLBACK | API\n

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n \n

    The Negate key in Metric Level Filters is not applicable for this\n metric.

    \n     \n
    \n
    SUM_CONTACT_FLOW_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    SUM_CONTACT_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    SUM_CONTACTS_ANSWERED_IN_X
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile,\n contact/segmentAttributes/connect:Subtype

    \n

    Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").

    \n
    \n
    SUM_CONTACTS_ABANDONED_IN_X
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile,\n contact/segmentAttributes/connect:Subtype

    \n

    Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").

    \n
    \n
    SUM_CONTACTS_DISCONNECTED
    \n
    \n

    Valid metric filter key: DISCONNECT_REASON\n

    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    SUM_ERROR_STATUS_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    SUM_HANDLE_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    SUM_HOLD_TIME
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    SUM_IDLE_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    SUM_INTERACTION_AND_HOLD_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    SUM_INTERACTION_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    SUM_NON_PRODUCTIVE_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    SUM_ONLINE_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    SUM_RETRY_CALLBACK_ATTEMPTS
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    ", + "smithy.api#documentation": "

    The metrics to retrieve. Specify the name, groupings, and filters for each metric. The\n following historical metrics are available. For a description of each metric, see Historical metrics definitions in the Amazon Connect Administrator's\n Guide.

    \n
    \n
    ABANDONMENT_RATE
    \n
    \n

    Unit: Percent

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AGENT_ADHERENT_TIME
    \n
    \n

    This metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    AGENT_ANSWER_RATE
    \n
    \n

    Unit: Percent

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    AGENT_NON_ADHERENT_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    AGENT_NON_RESPONSE
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    AGENT_NON_RESPONSE_WITHOUT_CUSTOMER_ABANDONS
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n

    Data for this metric is available starting from October 1, 2023 0:00:00 GMT.

    \n
    \n
    AGENT_OCCUPANCY
    \n
    \n

    Unit: Percentage

    \n

    Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    AGENT_SCHEDULE_ADHERENCE
    \n
    \n

    This metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.

    \n

    Unit: Percent

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    AGENT_SCHEDULED_TIME
    \n
    \n

    This metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    AVG_ABANDON_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AVG_ACTIVE_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    AVG_AFTER_CONTACT_WORK_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid metric filter key: INITIATION_METHOD\n

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_AGENT_CONNECTING_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid metric filter key: INITIATION_METHOD. For now, this metric only\n supports the following as INITIATION_METHOD: INBOUND |\n OUTBOUND | CALLBACK | API\n

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n \n

    The Negate key in Metric Level Filters is not applicable for this\n metric.

    \n     \n
    \n
    AVG_AGENT_PAUSE_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    AVG_CONTACT_DURATION
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_CONVERSATION_DURATION
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AVG_GREETING_TIME_AGENT
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AVG_HANDLE_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, RoutingStepExpression

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_HOLD_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_HOLD_TIME_ALL_CONTACTS
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AVG_HOLDS
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_INTERACTION_AND_HOLD_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AVG_INTERACTION_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid metric filter key: INITIATION_METHOD\n

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_INTERRUPTIONS_AGENT
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AVG_INTERRUPTION_TIME_AGENT
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AVG_NON_TALK_TIME
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AVG_QUEUE_ANSWER_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_RESOLUTION_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AVG_TALK_TIME
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AVG_TALK_TIME_AGENT
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    AVG_TALK_TIME_CUSTOMER
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    CONTACTS_ABANDONED
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, RoutingStepExpression

    \n
    \n
    CONTACTS_CREATED
    \n
    \n

    Unit: Count

    \n

    Valid metric filter key: INITIATION_METHOD\n

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    CONTACTS_HANDLED
    \n
    \n

    Unit: Count

    \n

    Valid metric filter key: INITIATION_METHOD,\n DISCONNECT_REASON\n

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, RoutingStepExpression

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    CONTACTS_HOLD_ABANDONS
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    CONTACTS_ON_HOLD_AGENT_DISCONNECT
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    CONTACTS_ON_HOLD_CUSTOMER_DISCONNECT
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    CONTACTS_PUT_ON_HOLD
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    CONTACTS_TRANSFERRED_OUT_EXTERNAL
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    CONTACTS_TRANSFERRED_OUT_INTERNAL
    \n
    \n

    Unit: Percent

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    CONTACTS_QUEUED
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    CONTACTS_RESOLVED_IN_X
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile,\n contact/segmentAttributes/connect:Subtype

    \n

    Threshold: For ThresholdValue enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").

    \n
    \n
    CONTACTS_TRANSFERRED_OUT
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    CONTACTS_TRANSFERRED_OUT_BY_AGENT
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    CONTACTS_TRANSFERRED_OUT_FROM_QUEUE
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    MAX_QUEUED_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    PERCENT_CONTACTS_STEP_EXPIRED
    \n
    \n

    Unit: Percent

    \n

    Valid groupings and filters: Queue, RoutingStepExpression

    \n
    \n
    PERCENT_CONTACTS_STEP_JOINED
    \n
    \n

    Unit: Percent

    \n

    Valid groupings and filters: Queue, RoutingStepExpression

    \n
    \n
    PERCENT_NON_TALK_TIME
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Percentage

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    PERCENT_TALK_TIME
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Percentage

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    PERCENT_TALK_TIME_AGENT
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Percentage

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    PERCENT_TALK_TIME_CUSTOMER
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Percentage

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    SERVICE_LEVEL
    \n
    \n

    You can include up to 20 SERVICE_LEVEL metrics in a request.

    \n

    Unit: Percent

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile

    \n

    Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").

    \n
    \n
    STEP_CONTACTS_QUEUED
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, RoutingStepExpression

    \n
    \n
    SUM_AFTER_CONTACT_WORK_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    SUM_CONNECTING_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

    Valid metric filter key: INITIATION_METHOD. This metric only supports the\n following filter keys as INITIATION_METHOD: INBOUND |\n OUTBOUND | CALLBACK | API\n

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n \n

    The Negate key in Metric Level Filters is not applicable for this\n metric.

    \n     \n
    \n
    SUM_CONTACT_FLOW_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    SUM_CONTACT_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    SUM_CONTACTS_ANSWERED_IN_X
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile,\n contact/segmentAttributes/connect:Subtype

    \n

    Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").

    \n
    \n
    SUM_CONTACTS_ABANDONED_IN_X
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile,\n contact/segmentAttributes/connect:Subtype

    \n

    Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter LT (for\n \"Less than\").

    \n
    \n
    SUM_CONTACTS_DISCONNECTED
    \n
    \n

    Valid metric filter key: DISCONNECT_REASON\n

    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    SUM_ERROR_STATUS_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    SUM_HANDLE_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    SUM_HOLD_TIME
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    SUM_IDLE_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    SUM_INTERACTION_AND_HOLD_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    SUM_INTERACTION_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    SUM_NON_PRODUCTIVE_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    SUM_ONLINE_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

    \n
    \n
    SUM_RETRY_CALLBACK_ATTEMPTS
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile,\n contact/segmentAttributes/connect:Subtype

    \n
    \n
    ", "smithy.api#required": {} } }, @@ -16858,6 +16858,12 @@ "traits": { "smithy.api#enumValue": "ENHANCED_CONTACT_MONITORING" } + }, + "ENHANCED_CHAT_MONITORING": { + "target": "smithy.api#Unit", + "traits": { + "smithy.api#enumValue": "ENHANCED_CHAT_MONITORING" + } } } }, @@ -22416,7 +22422,7 @@ "AllowedMonitorCapabilities": { "target": "com.amazonaws.connect#AllowedMonitorCapabilities", "traits": { - "smithy.api#documentation": "

    Specify which monitoring actions the user is allowed to take. For example, whether the user\n is allowed to escalate from silent monitoring to barge.

    " + "smithy.api#documentation": "

    Specify which monitoring actions the user is allowed to take. For example, whether the user\n is allowed to escalate from silent monitoring to barge. AllowedMonitorCapabilities is required if barge is enabled.

    " } }, "ClientToken": { @@ -22830,6 +22836,12 @@ "traits": { "smithy.api#enumValue": "CUSTOM_BOT" } + }, + "SUPERVISOR": { + "target": "smithy.api#Unit", + "traits": { + "smithy.api#enumValue": "SUPERVISOR" + } } } },