# Flow block in Amazon Connect: Get metrics
<a name="get-queue-metrics"></a>

By default, this block returns queue metrics for the current queue. You can optionally choose to return metrics for a different queue/channel combination, or contact-level metrics such as the contact's position in queue. Metrics are returned as attributes that can be referenced via JSONPath or the Check contact attributes block.

## Description
<a name="get-metrics-description"></a>
+ Retrieves near real-time queue metrics with a 5-10 second delay for more granular routing decisions. 
+ You can route contacts based on queue or agent status, such as the number of contacts in queue or agents available. 
+  Queue metrics are aggregated across all channels by default and are returned as attributes. 
+  The current queue is used by default. 
+ For agent-based metrics (such as agents online, agents available, or agents staffed), if there are no agents, no metrics are returned.
+ For queue estimated wait time, the metric would only return when there's one single channel provided.
+ Following are the metrics that can be retrieved:
  + Queue name 
  + Queue ARN 
  + [Contacts in queue](metrics-definitions.md#contacts-in-queue)
  + [Oldest contact in queue](metrics-definitions.md#oldest-real-time)
  + [Agents online](metrics-definitions.md#online-agents)
  + [Agents available](metrics-definitions.md#available-real-time)
  + [Agents staffed](metrics-definitions.md#staffed-agents)
  + [Agent after contact work](metrics-definitions.md#agent-after-contact-work)
  + [Agents busy](metrics-definitions.md#agents-on-contact)
  + [Agents missed](metrics-definitions.md#agent-non-response) (Agent non-response)
  + [Agents non-productive](metrics-definitions.md#agent-non-productive)
  + [Queue estimated wait time](metrics-definitions.md#estimated-wait-time)
  + [Contact estimated wait time](metrics-definitions.md#estimated-wait-time)
  + [Contact position in queue](metrics-definitions.md#position-in-queue)
+ You can choose to return metrics by channel, for example, voice or chat. You can also filter by queue or agent. These options enable you to know how many chat and voice contacts are in a queue and if you have agents available to handle those contacts. 
+ You can route contacts based on queue status, such as number of contacts in queue or agents available. Queue metrics are aggregated across all channels and are returned as attributes. The current queue is used by default.
+ After a **Get metrics** block, use a [Check contact attributes](check-contact-attributes.md) to check metric values and define routing logic based on them, such as number of contacts in a queue, number of available agents, and oldest contact in a queue. 

## Supported channels
<a name="get-metrics-channels"></a>

The following table lists how this block routes a contact who is using the specified channel. 


| Channel | Supported? | 
| --- | --- | 
| Voice | Yes | 
| Chat | Yes | 
| Task | Yes | 
| Email | Yes | 

## Flow types
<a name="get-metrics-types"></a>

You can use this block in the following [flow types](create-contact-flow.md#contact-flow-types):
+ All flows

## Properties
<a name="get-metrics-properties"></a>

The following image shows the **Properties** page of the **Get metrics** block. It is configured to retrieve metrics for the **Voice** channel.

![\[The properties page of the Get metrics block.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/get-metrics-properties1.png)


You can retrieve metrics by channel, and/or by queue or agent.
+ If you don't specify a channel, it returns metrics for all channels. 
+ If you don't specify a queue, it returns metrics for the current queue.
+ Dynamic attributes can only return metrics for one channel. 

For example, the following image shows the **Properties** page configured for the **Chat** channel and **BasicQueue**. If you choose these settings **Get queue metrics** would return metrics for only the BasicQueue, filtered to include only chat contacts. 

![\[The optional parameters section of the Properties page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/get-metrics-properties3.png)


## Configuration tips
<a name="get-metrics-tips"></a>

### Specifying a channel in the Set contact attributes block
<a name="get-metrics-tips1"></a>

Dynamic attributes can only return metrics for one channel.

Before you use dynamic attributes in the **Get metrics** block, you need to set the attributes in the [Set contact attributes](set-contact-attributes.md) block, and specify which channel.

When you set a channel dynamically using text, as shown in the following image, for the attribute value enter **Voice** or **Chat**. This value is not case-sensitive. 

![\[The properties page of the Set contact attributes block, Value set to chat.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/get-metrics-properties2.png)


### Using the Check contact attributes block after the Get metrics block
<a name="get-metrics-tips2"></a>

After a **Get metrics** block, add a [Check contact attributes](check-contact-attributes.md) block to branch based on the returned metrics. Use the following steps:

1. After **Get metrics**, add a **Check contact attributes** block.

1. In the **Check contact attributes** block, set **Attribute to check** to **Queue metrics**.

1. In the **Value** dropdown box, you'll see a list of metrics that can be checked by the **Get metrics** block. Choose the metric that you want to use for the routing decision.   
![\[Attribute to check section, dropdown list of available metrics.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/get-metrics-block-returned-metrics.png)

### Why Get metrics block throws an error
<a name="get-metrics-tips3"></a>

The **Get metrics** block throws an error in the following scenario: 

1. You add this block to your flow.

1. The Real-time metrics report returns empty metrics because no activity is taking place.

1. The **Get metrics** block throws an error because there are no metrics to display.

## Configured block
<a name="get-metrics-configured"></a>

The following image shows an example of what this block looks like when it is configured. It has two branches: **Success** and **Error**.

![\[A configured Get metrics block.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/get-metrics-configured.png)


## Scenarios
<a name="get-metrics-scenarios"></a>

See these topics for scenarios that use this block:
+ [How to reference contact attributes in Amazon Connect](how-to-reference-attributes.md)