GetMetricDataV2
Gets metric data from the specified Amazon Connect instance.
GetMetricDataV2
offers more features than GetMetricData, the previous
version of this API. It has new metrics, offers filtering at a metric level, and offers the
ability to filter and group data by channels, queues, routing profiles, agents, and agent
hierarchy levels. It can retrieve historical data for the last 3 months, at varying intervals.
For a description of the historical metrics that are supported by
GetMetricDataV2
and GetMetricData
, see Historical metrics
definitions in the Amazon Connect Administrator's Guide.
Request Syntax
POST /metrics/data HTTP/1.1
Content-type: application/json
{
"EndTime": number
,
"Filters": [
{
"FilterKey": "string
",
"FilterValues": [ "string
" ]
}
],
"Groupings": [ "string
" ],
"Interval": {
"IntervalPeriod": "string
",
"TimeZone": "string
"
},
"MaxResults": number
,
"Metrics": [
{
"MetricFilters": [
{
"MetricFilterKey": "string
",
"MetricFilterValues": [ "string
" ],
"Negate": boolean
}
],
"Name": "string
",
"Threshold": [
{
"Comparison": "string
",
"ThresholdValue": number
}
]
}
],
"NextToken": "string
",
"ResourceArn": "string
",
"StartTime": number
}
URI Request Parameters
The request does not use any URI parameters.
Request Body
The request accepts the following data in JSON format.
- EndTime
-
The timestamp, in UNIX Epoch time format, at which to end the reporting interval for the retrieval of historical metrics data. The time must be later than the start time timestamp. It cannot be later than the current timestamp.
Type: Timestamp
Required: Yes
- Filters
-
The filters to apply to returned metrics. You can filter on the following resources:
-
Queues
-
Routing profiles
-
Agents
-
Channels
-
User hierarchy groups
-
Feature
At least one filter must be passed from queues, routing profiles, agents, or user hierarchy groups.
To filter by phone number, see Create a historical metrics report in the Amazon Connect Administrator's Guide.
Note the following limits:
-
Filter keys: A maximum of 5 filter keys are supported in a single request. Valid filter keys:
QUEUE
|ROUTING_PROFILE
|AGENT
|CHANNEL
|AGENT_HIERARCHY_LEVEL_ONE
|AGENT_HIERARCHY_LEVEL_TWO
|AGENT_HIERARCHY_LEVEL_THREE
|AGENT_HIERARCHY_LEVEL_FOUR
|AGENT_HIERARCHY_LEVEL_FIVE
|FEATURE
|contact/segmentAttributes/connect:Subtype
-
Filter values: A maximum of 100 filter values are supported in a single request. VOICE, CHAT, and TASK are valid
filterValue
for the CHANNEL filter key. They do not count towards limitation of 100 filter values. For example, a GetMetricDataV2 request can filter by 50 queues, 35 agents, and 15 routing profiles for a total of 100 filter values, along with 3 channel filters.contact_lens_conversational_analytics
is a valid filterValue for theFEATURE
filter key. It is available only to contacts analyzed by Contact Lens conversational analytics.connect:Chat
,connect:SMS
,connect:Telephony
, andconnect:WebRTC
are validfilterValue
examples (not exhaustive) for thecontact/segmentAttributes/connect:Subtype filter
key.
Type: Array of FilterV2 objects
Array Members: Minimum number of 1 item. Maximum number of 5 items.
Required: Yes
-
- Groupings
-
The grouping applied to the metrics that are returned. For example, when results are grouped by queue, the metrics returned are grouped by queue. The values that are returned apply to the metrics for each queue. They are not aggregated for all queues.
If no grouping is specified, a summary of all metrics is returned.
Valid grouping keys:
QUEUE
|ROUTING_PROFILE
|AGENT
|CHANNEL
|AGENT_HIERARCHY_LEVEL_ONE
|AGENT_HIERARCHY_LEVEL_TWO
|AGENT_HIERARCHY_LEVEL_THREE
|AGENT_HIERARCHY_LEVEL_FOUR
|AGENT_HIERARCHY_LEVEL_FIVE
,contact/segmentAttributes/connect:Subtype
Type: Array of strings
Array Members: Maximum number of 2 items.
Required: No
- Interval
-
The interval period and timezone to apply to returned metrics.
-
IntervalPeriod
: An aggregated grouping applied to request metrics. ValidIntervalPeriod
values are:FIFTEEN_MIN
|THIRTY_MIN
|HOUR
|DAY
|WEEK
|TOTAL
.For example, if
IntervalPeriod
is selectedTHIRTY_MIN
,StartTime
andEndTime
differs by 1 day, then Amazon Connect returns 48 results in the response. Each result is aggregated by the THIRTY_MIN period. By default Amazon Connect aggregates results based on theTOTAL
interval period.The following list describes restrictions on
StartTime
andEndTime
based on whichIntervalPeriod
is requested.-
FIFTEEN_MIN
: The difference betweenStartTime
andEndTime
must be less than 3 days. -
THIRTY_MIN
: The difference betweenStartTime
andEndTime
must be less than 3 days. -
HOUR
: The difference betweenStartTime
andEndTime
must be less than 3 days. -
DAY
: The difference betweenStartTime
andEndTime
must be less than 35 days. -
WEEK
: The difference betweenStartTime
andEndTime
must be less than 35 days. -
TOTAL
: The difference betweenStartTime
andEndTime
must be less than 35 days.
-
-
TimeZone
: The timezone applied to requested metrics.
Type: IntervalDetails object
Required: No
-
- MaxResults
-
The maximum number of results to return per page.
Type: Integer
Valid Range: Minimum value of 1. Maximum value of 100.
Required: No
- Metrics
-
The metrics to retrieve. Specify the name, groupings, and filters for each metric. The following historical metrics are available. For a description of each metric, see Historical metrics definitions in the Amazon Connect Administrator's Guide.
- ABANDONMENT_RATE
-
Unit: Percent
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype
- AGENT_ADHERENT_TIME
-
This metric is available only in AWS Regions where Forecasting, capacity planning, and scheduling is available.
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
- AGENT_ANSWER_RATE
-
Unit: Percent
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
- AGENT_NON_ADHERENT_TIME
-
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
- AGENT_NON_RESPONSE
-
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
- AGENT_NON_RESPONSE_WITHOUT_CUSTOMER_ABANDONS
-
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
Data for this metric is available starting from October 1, 2023 0:00:00 GMT.
- AGENT_OCCUPANCY
-
Unit: Percentage
Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy
- AGENT_SCHEDULE_ADHERENCE
-
This metric is available only in AWS Regions where Forecasting, capacity planning, and scheduling is available.
Unit: Percent
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
- AGENT_SCHEDULED_TIME
-
This metric is available only in AWS Regions where Forecasting, capacity planning, and scheduling is available.
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
- AVG_ABANDON_TIME
-
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype
- AVG_AFTER_CONTACT_WORK_TIME
-
Unit: Seconds
Valid metric filter key:
INITIATION_METHOD
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype
Note
Feature is a valid filter but not a valid grouping.
- AVG_AGENT_CONNECTING_TIME
-
Unit: Seconds
Valid metric filter key:
INITIATION_METHOD
. For now, this metric only supports the following asINITIATION_METHOD
:INBOUND
|OUTBOUND
|CALLBACK
|API
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
Note
The
Negate
key in Metric Level Filters is not applicable for this metric. - AVG_CONTACT_DURATION
-
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype
Note
Feature is a valid filter but not a valid grouping.
- AVG_CONVERSATION_DURATION
-
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype
- AVG_GREETING_TIME_AGENT
-
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
- AVG_HANDLE_TIME
-
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype
Note
Feature is a valid filter but not a valid grouping.
- AVG_HOLD_TIME
-
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype
Note
Feature is a valid filter but not a valid grouping.
- AVG_HOLD_TIME_ALL_CONTACTS
-
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
- AVG_HOLDS
-
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype
Note
Feature is a valid filter but not a valid grouping.
- AVG_INTERACTION_AND_HOLD_TIME
-
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
- AVG_INTERACTION_TIME
-
Unit: Seconds
Valid metric filter key:
INITIATION_METHOD
Valid groupings and filters: Queue, Channel, Routing Profile, Feature, contact/segmentAttributes/connect:Subtype
Note
Feature is a valid filter but not a valid grouping.
- AVG_INTERRUPTIONS_AGENT
-
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
- AVG_INTERRUPTION_TIME_AGENT
-
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
- AVG_NON_TALK_TIME
-
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
- AVG_QUEUE_ANSWER_TIME
-
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Feature, contact/segmentAttributes/connect:Subtype
Note
Feature is a valid filter but not a valid grouping.
- AVG_RESOLUTION_TIME
-
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype
- AVG_TALK_TIME
-
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
- AVG_TALK_TIME_AGENT
-
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
- AVG_TALK_TIME_CUSTOMER
-
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
- CONTACTS_ABANDONED
-
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
- CONTACTS_CREATED
-
Unit: Count
Valid metric filter key:
INITIATION_METHOD
Valid groupings and filters: Queue, Channel, Routing Profile, Feature, contact/segmentAttributes/connect:Subtype
Note
Feature is a valid filter but not a valid grouping.
- CONTACTS_HANDLED
-
Unit: Count
Valid metric filter key:
INITIATION_METHOD
,DISCONNECT_REASON
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype
Note
Feature is a valid filter but not a valid grouping.
- CONTACTS_HOLD_ABANDONS
-
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
- CONTACTS_ON_HOLD_AGENT_DISCONNECT
-
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
- CONTACTS_ON_HOLD_CUSTOMER_DISCONNECT
-
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
- CONTACTS_PUT_ON_HOLD
-
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
- CONTACTS_TRANSFERRED_OUT_EXTERNAL
-
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
- CONTACTS_TRANSFERRED_OUT_INTERNAL
-
Unit: Percent
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
- CONTACTS_QUEUED
-
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
- CONTACTS_RESOLVED_IN_X
-
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype
Threshold: For
ThresholdValue
enter any whole number from 1 to 604800 (inclusive), in seconds. ForComparison
, you must enterLT
(for "Less than"). - CONTACTS_TRANSFERRED_OUT
-
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype
Note
Feature is a valid filter but not a valid grouping.
- CONTACTS_TRANSFERRED_OUT_BY_AGENT
-
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
- CONTACTS_TRANSFERRED_OUT_FROM_QUEUE
-
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
- MAX_QUEUED_TIME
-
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
- PERCENT_NON_TALK_TIME
-
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
Unit: Percentage
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
- PERCENT_TALK_TIME
-
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
Unit: Percentage
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
- PERCENT_TALK_TIME_AGENT
-
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
Unit: Percentage
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
- PERCENT_TALK_TIME_CUSTOMER
-
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
Unit: Percentage
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
- SERVICE_LEVEL
-
You can include up to 20 SERVICE_LEVEL metrics in a request.
Unit: Percent
Valid groupings and filters: Queue, Channel, Routing Profile
Threshold: For
ThresholdValue
, enter any whole number from 1 to 604800 (inclusive), in seconds. ForComparison
, you must enterLT
(for "Less than"). - SUM_AFTER_CONTACT_WORK_TIME
-
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
- SUM_CONNECTING_TIME_AGENT
-
Unit: Seconds
Valid metric filter key:
INITIATION_METHOD
. This metric only supports the following filter keys asINITIATION_METHOD
:INBOUND
|OUTBOUND
|CALLBACK
|API
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
Note
The
Negate
key in Metric Level Filters is not applicable for this metric. - SUM_CONTACT_FLOW_TIME
-
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
- SUM_CONTACT_TIME_AGENT
-
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
- SUM_CONTACTS_ANSWERED_IN_X
-
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype
Threshold: For
ThresholdValue
, enter any whole number from 1 to 604800 (inclusive), in seconds. ForComparison
, you must enterLT
(for "Less than"). - SUM_CONTACTS_ABANDONED_IN_X
-
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype
Threshold: For
ThresholdValue
, enter any whole number from 1 to 604800 (inclusive), in seconds. ForComparison
, you must enterLT
(for "Less than"). - SUM_CONTACTS_DISCONNECTED
-
Valid metric filter key:
DISCONNECT_REASON
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
- SUM_ERROR_STATUS_TIME_AGENT
-
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
- SUM_HANDLE_TIME
-
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
- SUM_HOLD_TIME
-
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
- SUM_IDLE_TIME_AGENT
-
Unit: Seconds
Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy
- SUM_INTERACTION_AND_HOLD_TIME
-
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
- SUM_INTERACTION_TIME
-
Unit: Seconds
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
- SUM_NON_PRODUCTIVE_TIME_AGENT
-
Unit: Seconds
Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy
- SUM_ONLINE_TIME_AGENT
-
Unit: Seconds
Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy
- SUM_RETRY_CALLBACK_ATTEMPTS
-
Unit: Count
Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype
Type: Array of MetricV2 objects
Required: Yes
- NextToken
-
The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.
Type: String
Length Constraints: Minimum length of 1. Maximum length of 2500.
Required: No
- ResourceArn
-
The Amazon Resource Name (ARN) of the resource. This includes the
instanceId
an Amazon Connect instance.Type: String
Required: Yes
- StartTime
-
The timestamp, in UNIX Epoch time format, at which to start the reporting interval for the retrieval of historical metrics data. The time must be before the end time timestamp. The start and end time depends on the
IntervalPeriod
selected. By default the time range between start and end time is 35 days. Historical metrics are available for 3 months.Type: Timestamp
Required: Yes
Response Syntax
HTTP/1.1 200
Content-type: application/json
{
"MetricResults": [
{
"Collections": [
{
"Metric": {
"MetricFilters": [
{
"MetricFilterKey": "string",
"MetricFilterValues": [ "string" ],
"Negate": boolean
}
],
"Name": "string",
"Threshold": [
{
"Comparison": "string",
"ThresholdValue": number
}
]
},
"Value": number
}
],
"Dimensions": {
"string" : "string"
},
"MetricInterval": {
"EndTime": number,
"Interval": "string",
"StartTime": number
}
}
],
"NextToken": "string"
}
Response Elements
If the action is successful, the service sends back an HTTP 200 response.
The following data is returned in JSON format by the service.
- MetricResults
-
Information about the metrics requested in the API request If no grouping is specified, a summary of metric data is returned.
Type: Array of MetricResultV2 objects
- NextToken
-
If there are additional results, this is the token for the next set of results.
Type: String
Length Constraints: Minimum length of 1. Maximum length of 2500.
Errors
For information about the errors that are common to all actions, see Common Errors.
- InternalServiceException
-
Request processing failed because of an error or failure with the service.
HTTP Status Code: 500
- InvalidParameterException
-
One or more of the specified parameters are not valid.
HTTP Status Code: 400
- InvalidRequestException
-
The request is not valid.
HTTP Status Code: 400
- ResourceNotFoundException
-
The specified resource was not found.
HTTP Status Code: 404
- ThrottlingException
-
The throttling limit has been exceeded.
HTTP Status Code: 429
See Also
For more information about using this API in one of the language-specific AWS SDKs, see the following: