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
UI name: Average agent interaction and customer hold time
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. For Comparison, you must enter LT (for "Less than").
UI name: Service level X