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[ aws . connect ]

get-contact-metrics

Description

Retrieves contact metric data for a specified contact.

Use cases

Following are common use cases for position in queue and estimated wait time:

• Customer-Facing Wait Time Announcements - Display or announce the estimated wait time and position in queue to customers before or during their queue experience.
• Callback Offerings - Offer customers a callback option when the estimated wait time or position in queue exceeds a defined threshold.
• Queue Routing Decisions - Route incoming contacts to less congested queues by comparing estimated wait time and position in queue across multiple queues.
• Self-Service Deflection - Redirect customers to self-service options like chatbots or FAQs when estimated wait time is high or position in queue is unfavorable.

Important things to know

• Metrics are only available while the contact is actively in queue.
• For more information, see the Position in queue metric in the Amazon Connect Administrator Guide .

Endpoints : See Amazon Connect endpoints and quotas .

See also: AWS API Documentation

Synopsis

  get-contact-metrics
--instance-id <value>
--contact-id <value>
--metrics <value>
[--cli-input-json <value>]
[--generate-cli-skeleton <value>]
[--debug]
[--endpoint-url <value>]
[--no-verify-ssl]
[--no-paginate]
[--output <value>]
[--query <value>]
[--profile <value>]
[--region <value>]
[--version <value>]
[--color <value>]
[--no-sign-request]
[--ca-bundle <value>]
[--cli-read-timeout <value>]
[--cli-connect-timeout <value>]
[--v2-debug]

Options

--instance-id (string)

The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

--contact-id (string)

The identifier of the contact in this instance of Amazon Connect.

--metrics (list)

A list of contact level metrics to retrieve.Supported metrics include POSITION_IN_QUEUE (the contact’s current position in the queue) and ESTIMATED_WAIT_TIME (the predicted time in seconds until the contact is connected to an agent)

(structure)

Contains the details of a metric to be retrieved for a contact. Use this object to specify which contact level metrics you want to include in your GetContactMetrics request.

Name -> (string)

The name of the metric to retrieve. Supported values are POSITION_IN_QUEUE (returns the contact’s current position in the queue) and ESTIMATED_WAIT_TIME (returns the predicted wait time in seconds).

Shorthand Syntax:

Name=string ...

JSON Syntax:

[
  {
    "Name": "ESTIMATED_WAIT_TIME"|"POSITION_IN_QUEUE"
  }
  ...
]

--cli-input-json (string) Performs service operation based on the JSON string provided. The JSON string follows the format provided by --generate-cli-skeleton. If other arguments are provided on the command line, the CLI values will override the JSON-provided values. It is not possible to pass arbitrary binary values using a JSON-provided value as the string will be taken literally.

--generate-cli-skeleton (string) Prints a JSON skeleton to standard output without sending an API request. If provided with no value or the value input, prints a sample input JSON that can be used as an argument for --cli-input-json. If provided with the value output, it validates the command inputs and returns a sample output JSON for that command.

Global Options

--debug (boolean)

Turn on debug logging.

--endpoint-url (string)

Override command’s default URL with the given URL.

--no-verify-ssl (boolean)

By default, the AWS CLI uses SSL when communicating with AWS services. For each SSL connection, the AWS CLI will verify SSL certificates. This option overrides the default behavior of verifying SSL certificates.

--no-paginate (boolean)

Disable automatic pagination. If automatic pagination is disabled, the AWS CLI will only make one call, for the first page of results.

--output (string)

The formatting style for command output.

• json
• text
• table

--query (string)

A JMESPath query to use in filtering the response data.

--profile (string)

Use a specific profile from your credential file.

--region (string)

The region to use. Overrides config/env settings.

--version (string)

Display the version of this tool.

--color (string)

Turn on/off color output.

• on
• off
• auto

--no-sign-request (boolean)

Do not sign requests. Credentials will not be loaded if this argument is provided.

--ca-bundle (string)

The CA certificate bundle to use when verifying SSL certificates. Overrides config/env settings.

--cli-read-timeout (int)

The maximum socket read time in seconds. If the value is set to 0, the socket read will be blocking and not timeout. The default value is 60 seconds.

--cli-connect-timeout (int)

The maximum socket connect time in seconds. If the value is set to 0, the socket connect will be blocking and not timeout. The default value is 60 seconds.

--v2-debug (boolean)

Enable AWS CLI v2 migration assistance. Prints warnings if the command would face a breaking change after swapping AWS CLI v1 for AWS CLI v2 in the current environment. Prints one warning for each breaking change detected.

Output

MetricResults -> (list)

A list of metric results containing the calculated values for each requested metric. Each result includes the metric name and its corresponding value. For example, POSITION_IN_QUEUE returns a numeric value representing the contact’s position in queue, and ESTIMATED_WAIT_TIME returns the predicted wait time in seconds.

(structure)

Contains the result of a requested metric for the contact. This object is returned as part of the GetContactMetrics response and includes both the metric name and its calculated value.

Name -> (string)

The name of the metric that was retrieved. This corresponds to the metric name specified in the request, such as POSITION_IN_QUEUE or ESTIMATED_WAIT_TIME.

Value -> (tagged union structure)

The calculated value for the requested metric. This object contains the numeric result based on the contact’s current state in the queue.

Note

This is a Tagged Union structure. Only one of the following top level keys can be set: Number.

Number -> (double)

The numeric value of the metric result. For POSITION_IN_QUEUE, this represents the contact’s current position in the queue (e.g., 3.00 means third in line). For ESTIMATED_WAIT_TIME, this represents the predicted wait time in seconds (e.g., 120.00 means approximately 2 minutes).

Id -> (string)

The unique identifier of the contact for which metrics were retrieved. This matches the ContactId provided in the request.

Arn -> (string)

The ARN of the contact for which metrics were retrieved.