Container for the parameters to the GetContactMetrics operation. Retrieves contact metric data for a specified contact.
Use cases
Following are common use cases for position in queue and estimated wait time:
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Customer-Facing Wait Time Announcements - Display or announce the estimated wait time and position in queue to customers before or during their queue experience.
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Callback Offerings - Offer customers a callback option when the estimated wait time or position in queue exceeds a defined threshold.
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Queue Routing Decisions - Route incoming contacts to less congested queues by comparing estimated wait time and position in queue across multiple queues.
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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
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Metrics are only available while the contact is actively in queue.
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For more information, see the Position in queue metric in the Amazon Connect Administrator Guide.
Endpoints: See Amazon Connect endpoints and quotas.
Inheritance Hierarchy
Amazon.Runtime.AmazonWebServiceRequest
Amazon.Connect.AmazonConnectRequest
Amazon.Connect.Model.GetContactMetricsRequest
Namespace: Amazon.Connect.Model
Assembly: AWSSDK.Connect.dll
Version: 3.x.y.z
Syntax
public class GetContactMetricsRequest : AmazonConnectRequest IAmazonWebServiceRequest
The GetContactMetricsRequest type exposes the following members
Constructors
| Name | Description | |
|---|---|---|
|
GetContactMetricsRequest() |
Properties
| Name | Type | Description | |
|---|---|---|---|
|
|
ContactId | System.String |
Gets and sets the property ContactId. The identifier of the contact in this instance of Amazon Connect. |
|
|
InstanceId | System.String |
Gets and sets the property InstanceId. The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance. |
|
|
Metrics | System.Collections.Generic.List<Amazon.Connect.Model.ContactMetricInfo> |
Gets and sets the property Metrics. 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) |
Version Information
.NET:
Supported in: 8.0 and newer, Core 3.1
.NET Standard:
Supported in: 2.0
.NET Framework:
Supported in: 4.5 and newer, 3.5