HistoricalMetric
Contains information about a historical metric.
Contents
- Name
-
The name of the metric. Following is a list of each supported metric mapped to the UI name, linked to a detailed description in the Amazon Connect Administrator Guide.
- ABANDON_TIME
-
Unit: SECONDS
Statistic: AVG
UI name: Average queue abandon time
- AFTER_CONTACT_WORK_TIME
-
Unit: SECONDS
Statistic: AVG
UI name: After contact work time
- API_CONTACTS_HANDLED
-
Unit: COUNT
Statistic: SUM
UI name: API contacts handled
- AVG_HOLD_TIME
-
Unit: SECONDS
Statistic: AVG
UI name: Average customer hold time
- CALLBACK_CONTACTS_HANDLED
-
Unit: COUNT
Statistic: SUM
UI name: Callback contacts handled
- CONTACTS_ABANDONED
-
Unit: COUNT
Statistic: SUM
UI name: Contacts abandoned
- CONTACTS_AGENT_HUNG_UP_FIRST
-
Unit: COUNT
Statistic: SUM
UI name: Contacts agent hung up first
- CONTACTS_CONSULTED
-
Unit: COUNT
Statistic: SUM
UI name: Contacts consulted
- CONTACTS_HANDLED
-
Unit: COUNT
Statistic: SUM
UI name: Contacts handled
- CONTACTS_HANDLED_INCOMING
-
Unit: COUNT
Statistic: SUM
UI name: Contacts handled incoming
- CONTACTS_HANDLED_OUTBOUND
-
Unit: COUNT
Statistic: SUM
UI name: Contacts handled outbound
- CONTACTS_HOLD_ABANDONS
-
Unit: COUNT
Statistic: SUM
UI name: Contacts hold disconnect
- CONTACTS_MISSED
-
Unit: COUNT
Statistic: SUM
UI name: AGENT_NON_RESPONSE
- CONTACTS_QUEUED
-
Unit: COUNT
Statistic: SUM
UI name: Contacts queued
- CONTACTS_TRANSFERRED_IN
-
Unit: COUNT
Statistic: SUM
UI name: Contacts transferred in
- CONTACTS_TRANSFERRED_IN_FROM_QUEUE
-
Unit: COUNT
Statistic: SUM
UI name: Contacts transferred out queue
- CONTACTS_TRANSFERRED_OUT
-
Unit: COUNT
Statistic: SUM
UI name: Contacts transferred out
- CONTACTS_TRANSFERRED_OUT_FROM_QUEUE
-
Unit: COUNT
Statistic: SUM
UI name: Contacts transferred out queue
- HANDLE_TIME
-
Unit: SECONDS
Statistic: AVG
UI name: Average handle time
- INTERACTION_AND_HOLD_TIME
-
Unit: SECONDS
Statistic: AVG
- INTERACTION_TIME
-
Unit: SECONDS
Statistic: AVG
UI name: Average agent interaction time
- OCCUPANCY
-
Unit: PERCENT
Statistic: AVG
UI name: Occupancy
- QUEUE_ANSWER_TIME
-
Unit: SECONDS
Statistic: AVG
UI name: Average queue answer time
- QUEUED_TIME
-
Unit: SECONDS
Statistic: MAX
UI name: Minimum flow time
- SERVICE_LEVEL
-
You can include up to 20 SERVICE_LEVEL metrics in a request.
Unit: PERCENT
Statistic: AVG
Threshold: For
ThresholdValue, enter any whole number from 1 to 604800 (inclusive), in seconds. ForComparison, you must enterLT(for "Less than").UI name: Service level X
Type: String
Valid Values:
CONTACTS_QUEUED | CONTACTS_HANDLED | CONTACTS_ABANDONED | CONTACTS_CONSULTED | CONTACTS_AGENT_HUNG_UP_FIRST | CONTACTS_HANDLED_INCOMING | CONTACTS_HANDLED_OUTBOUND | CONTACTS_HOLD_ABANDONS | CONTACTS_TRANSFERRED_IN | CONTACTS_TRANSFERRED_OUT | CONTACTS_TRANSFERRED_IN_FROM_QUEUE | CONTACTS_TRANSFERRED_OUT_FROM_QUEUE | CONTACTS_MISSED | CALLBACK_CONTACTS_HANDLED | API_CONTACTS_HANDLED | OCCUPANCY | HANDLE_TIME | AFTER_CONTACT_WORK_TIME | QUEUED_TIME | ABANDON_TIME | QUEUE_ANSWER_TIME | HOLD_TIME | INTERACTION_TIME | INTERACTION_AND_HOLD_TIME | SERVICE_LEVELRequired: No
- Statistic
-
The statistic for the metric.
Type: String
Valid Values:
SUM | MAX | AVGRequired: No
- Threshold
-
The threshold for the metric, used with service level metrics.
Type: Threshold object
Required: No
- Unit
-
The unit for the metric.
Type: String
Valid Values:
SECONDS | COUNT | PERCENTRequired: No
See Also
For more information about using this API in one of the language-specific AWS SDKs, see the following:
