getContactMetrics

Retrieves the position of the contact in the queue.

Use cases

Following are common uses cases for position in queue:

• Understand the expected wait experience of a contact.

• Inform customers of their position in queue and potentially offer a callback.

• Make data-driven routing decisions between primary and alternative queues.

• Enhance queue visibility and leverage agent proficiencies to streamline contact routing.

Important things to know

• The only way to retrieve the position of the contact in queue is by using this API. You can't retrieve the position by using flows and attributes.

• For more information, see the Position in queue metric in the Amazon Connect Administrator Guide.

Endpoints: See Amazon Connect endpoints and quotas.