AWSConnectGetMetricDataV2Request

Objective-C

@interface AWSConnectGetMetricDataV2Request

Swift

class AWSConnectGetMetricDataV2Request
  • 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.

    Declaration

    Objective-C

    @property (nonatomic, strong) NSDate *_Nullable endTime;

    Swift

    var endTime: Date? { get set }
  • The filters to apply to returned metrics. You can filter on the following resources:

    • Queues

    • Routing profiles

    • Agents

    • Channels

    • User hierarchy groups

    • Feature

    • Routing step expression

    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 | ROUTING_STEP_EXPRESSION

    • 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 the FEATURE filter key. It is available only to contacts analyzed by Contact Lens conversational analytics.

      connect:Chat, connect:SMS, connect:Telephony, and connect:WebRTC are valid filterValue examples (not exhaustive) for the contact/segmentAttributes/connect:Subtype filter key.

      ROUTING_STEP_EXPRESSION is a valid filter key with a filter value up to 3000 length. This filter is case and order sensitive. JSON string fields must be sorted in ascending order and JSON array order should be kept as is.

    Declaration

    Objective-C

    @property (nonatomic, strong) NSArray<AWSConnectFilterV2 *> *_Nullable filters;

    Swift

    var filters: [AWSConnectFilterV2]? { get set }
  • 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 | ROUTING_STEP_EXPRESSION

    Declaration

    Objective-C

    @property (nonatomic, strong) NSArray<NSString *> *_Nullable groupings;

    Swift

    var groupings: [String]? { get set }
  • The interval period and timezone to apply to returned metrics.

    • IntervalPeriod: An aggregated grouping applied to request metrics. Valid IntervalPeriod values are: FIFTEEN_MIN | THIRTY_MIN | HOUR | DAY | WEEK | TOTAL.

      For example, if IntervalPeriod is selected THIRTY_MIN, StartTime and EndTime 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 the TOTAL interval period.

      The following list describes restrictions on StartTime and EndTime based on which IntervalPeriod is requested.

      • FIFTEEN_MIN: The difference between StartTime and EndTime must be less than 3 days.

      • THIRTY_MIN: The difference between StartTime and EndTime must be less than 3 days.

      • HOUR: The difference between StartTime and EndTime must be less than 3 days.

      • DAY: The difference between StartTime and EndTime must be less than 35 days.

      • WEEK: The difference between StartTime and EndTime must be less than 35 days.

      • TOTAL: The difference between StartTime and EndTime must be less than 35 days.

    • TimeZone: The timezone applied to requested metrics.

    Declaration

    Objective-C

    @property (nonatomic, strong) AWSConnectIntervalDetails *_Nullable interval;

    Swift

    var interval: AWSConnectIntervalDetails? { get set }
  • The maximum number of results to return per page.

    Declaration

    Objective-C

    @property (nonatomic, strong) NSNumber *_Nullable maxResults;

    Swift

    var maxResults: NSNumber? { get set }
  • 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 Amazon Web Services 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 Amazon Web Services 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 Amazon Web Services 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_ACTIVE_TIME

    Unit: Seconds

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    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

    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 as INITIATION_METHOD: INBOUND | OUTBOUND | CALLBACK | API

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    The Negate key in Metric Level Filters is not applicable for this metric.

    AVG_AGENT_PAUSE_TIME

    Unit: Seconds

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    AVG_CONTACT_DURATION

    Unit: Seconds

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype

    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, RoutingStepExpression

    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

    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

    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

    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

    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, RoutingStepExpression

    CONTACTS_CREATED

    Unit: Count

    Valid metric filter key: INITIATION_METHOD

    Valid groupings and filters: Queue, Channel, Routing Profile, Feature, contact/segmentAttributes/connect:Subtype

    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, RoutingStepExpression

    Feature is a valid filter but not a valid grouping.

    CONTACTS_HANDLED_BY_CONNECTED_TO_AGENT

    Unit: Count

    Valid metric filter key: INITIATION_METHOD

    Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype

    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_QUEUED_BY_ENQUEUE

    Unit: Count

    Valid groupings and filters: Queue, Channel, 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. For Comparison, you must enter LT (for “Less than”).

    CONTACTS_TRANSFERRED_OUT

    Unit: Count

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype

    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_CONTACTS_STEP_EXPIRED

    Unit: Percent

    Valid groupings and filters: Queue, RoutingStepExpression

    PERCENT_CONTACTS_STEP_JOINED

    Unit: Percent

    Valid groupings and filters: Queue, RoutingStepExpression

    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. For Comparison, you must enter LT (for “Less than”).

    STEP_CONTACTS_QUEUED

    Unit: Count

    Valid groupings and filters: Queue, RoutingStepExpression

    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 as INITIATION_METHOD: INBOUND | OUTBOUND | CALLBACK | API

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

    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. For Comparison, you must enter LT (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. For Comparison, you must enter LT (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

    Declaration

    Objective-C

    @property (nonatomic, strong) NSArray<AWSConnectMetricV2 *> *_Nullable metrics;

    Swift

    var metrics: [AWSConnectMetricV2]? { get set }
  • 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.

    Declaration

    Objective-C

    @property (nonatomic, strong) NSString *_Nullable nextToken;

    Swift

    var nextToken: String? { get set }
  • The Amazon Resource Name (ARN) of the resource. This includes the instanceId an Amazon Connect instance.

    Declaration

    Objective-C

    @property (nonatomic, strong) NSString *_Nullable resourceArn;

    Swift

    var resourceArn: String? { get set }
  • 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.

    Declaration

    Objective-C

    @property (nonatomic, strong) NSDate *_Nullable startTime;

    Swift

    var startTime: Date? { get set }