connect_get_metric_data: Gets historical metric data from the specified Amazon Connect...

Description Usage Arguments Value Request syntax

View source: R/connect_operations.R

Description

Gets historical metric data from the specified Amazon Connect instance.

For a description of each historical metric, see Historical Metrics Definitions in the Amazon Connect Administrator Guide.

Usage

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connect_get_metric_data(InstanceId, StartTime, EndTime, Filters,
  Groupings, HistoricalMetrics, NextToken, MaxResults)

Arguments

InstanceId

[required] The identifier of the Amazon Connect instance.

StartTime

[required] 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 specified using a multiple of 5 minutes, such as 10:05, 10:10, 10:15.

The start time cannot be earlier than 24 hours before the time of the request. Historical metrics are available only for 24 hours.

EndTime

[required] 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 specified using an interval of 5 minutes, such as 11:00, 11:05, 11:10, and must be later than the start time timestamp.

The time range between the start and end time must be less than 24 hours.

Filters

[required] The queues, up to 100, or channels, to use to filter the metrics returned. Metric data is retrieved only for the resources associated with the queues or channels included in the filter. You can include both queue IDs and queue ARNs in the same request. VOICE, CHAT, and TASK channels are supported.

Groupings

The grouping applied to the metrics returned. For example, when results are grouped by queue, the metrics returned are grouped by queue. The values returned apply to the metrics for each queue rather than aggregated for all queues.

The only supported grouping is QUEUE.

If no grouping is specified, a summary of metrics for all queues is returned.

HistoricalMetrics

[required] The metrics to retrieve. Specify the name, unit, and statistic for each metric. The following historical metrics are available. For a description of each metric, see Historical Metrics Definitions in the Amazon Connect Administrator Guide.

ABANDON_TIME

Unit: SECONDS

Statistic: AVG

AFTER_CONTACT_WORK_TIME

Unit: SECONDS

Statistic: AVG

API_CONTACTS_HANDLED

Unit: COUNT

Statistic: SUM

CALLBACK_CONTACTS_HANDLED

Unit: COUNT

Statistic: SUM

CONTACTS_ABANDONED

Unit: COUNT

Statistic: SUM

CONTACTS_AGENT_HUNG_UP_FIRST

Unit: COUNT

Statistic: SUM

CONTACTS_CONSULTED

Unit: COUNT

Statistic: SUM

CONTACTS_HANDLED

Unit: COUNT

Statistic: SUM

CONTACTS_HANDLED_INCOMING

Unit: COUNT

Statistic: SUM

CONTACTS_HANDLED_OUTBOUND

Unit: COUNT

Statistic: SUM

CONTACTS_HOLD_ABANDONS

Unit: COUNT

Statistic: SUM

CONTACTS_MISSED

Unit: COUNT

Statistic: SUM

CONTACTS_QUEUED

Unit: COUNT

Statistic: SUM

CONTACTS_TRANSFERRED_IN

Unit: COUNT

Statistic: SUM

CONTACTS_TRANSFERRED_IN_FROM_QUEUE

Unit: COUNT

Statistic: SUM

CONTACTS_TRANSFERRED_OUT

Unit: COUNT

Statistic: SUM

CONTACTS_TRANSFERRED_OUT_FROM_QUEUE

Unit: COUNT

Statistic: SUM

HANDLE_TIME

Unit: SECONDS

Statistic: AVG

HOLD_TIME

Unit: SECONDS

Statistic: AVG

INTERACTION_AND_HOLD_TIME

Unit: SECONDS

Statistic: AVG

INTERACTION_TIME

Unit: SECONDS

Statistic: AVG

OCCUPANCY

Unit: PERCENT

Statistic: AVG

QUEUE_ANSWER_TIME

Unit: SECONDS

Statistic: AVG

QUEUED_TIME

Unit: SECONDS

Statistic: MAX

SERVICE_LEVEL

Unit: PERCENT

Statistic: AVG

Threshold: Only "Less than" comparisons are supported, with the following service level thresholds: 15, 20, 25, 30, 45, 60, 90, 120, 180, 240, 300, 600

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.

MaxResults

The maximimum number of results to return per page.

Value

A list with the following syntax:

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list(
  NextToken = "string",
  MetricResults = list(
    list(
      Dimensions = list(
        Queue = list(
          Id = "string",
          Arn = "string"
        ),
        Channel = "VOICE"|"CHAT"|"TASK"
      ),
      Collections = list(
        list(
          Metric = list(
            Name = "CONTACTS_QUEUED"|"CONTACTS_HANDLED"|"CONTACTS_ABANDONED"|"CONTACTS_CONSULTED"|"CONTACTS_AGENT_HUNG_UP_FIRST"|"CONTACTS_HANDLED_INCOMING"|"CONTACTS_HANDLED_OUTBOUND"|"CONTACTS_HOLD_ABANDONS"|"CONTACTS_TRANSFERRED_IN"|"CONTACTS_TRANSFERRED_OUT"|"CONTACTS_TRANSFERRED_IN_FROM_QUEUE"|"CONTACTS_TRANSFERRED_OUT_FROM_QUEUE"|"CONTACTS_MISSED"|"CALLBACK_CONTACTS_HANDLED"|"API_CONTACTS_HANDLED"|"OCCUPANCY"|"HANDLE_TIME"|"AFTER_CONTACT_WORK_TIME"|"QUEUED_TIME"|"ABANDON_TIME"|"QUEUE_ANSWER_TIME"|"HOLD_TIME"|"INTERACTION_TIME"|"INTERACTION_AND_HOLD_TIME"|"SERVICE_LEVEL",
            Threshold = list(
              Comparison = "LT",
              ThresholdValue = 123.0
            ),
            Statistic = "SUM"|"MAX"|"AVG",
            Unit = "SECONDS"|"COUNT"|"PERCENT"
          ),
          Value = 123.0
        )
      )
    )
  )
)

Request syntax

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svc$get_metric_data(
  InstanceId = "string",
  StartTime = as.POSIXct(
    "2015-01-01"
  ),
  EndTime = as.POSIXct(
    "2015-01-01"
  ),
  Filters = list(
    Queues = list(
      "string"
    ),
    Channels = list(
      "VOICE"|"CHAT"|"TASK"
    )
  ),
  Groupings = list(
    "QUEUE"|"CHANNEL"
  ),
  HistoricalMetrics = list(
    list(
      Name = "CONTACTS_QUEUED"|"CONTACTS_HANDLED"|"CONTACTS_ABANDONED"|"CONTACTS_CONSULTED"|"CONTACTS_AGENT_HUNG_UP_FIRST"|"CONTACTS_HANDLED_INCOMING"|"CONTACTS_HANDLED_OUTBOUND"|"CONTACTS_HOLD_ABANDONS"|"CONTACTS_TRANSFERRED_IN"|"CONTACTS_TRANSFERRED_OUT"|"CONTACTS_TRANSFERRED_IN_FROM_QUEUE"|"CONTACTS_TRANSFERRED_OUT_FROM_QUEUE"|"CONTACTS_MISSED"|"CALLBACK_CONTACTS_HANDLED"|"API_CONTACTS_HANDLED"|"OCCUPANCY"|"HANDLE_TIME"|"AFTER_CONTACT_WORK_TIME"|"QUEUED_TIME"|"ABANDON_TIME"|"QUEUE_ANSWER_TIME"|"HOLD_TIME"|"INTERACTION_TIME"|"INTERACTION_AND_HOLD_TIME"|"SERVICE_LEVEL",
      Threshold = list(
        Comparison = "LT",
        ThresholdValue = 123.0
      ),
      Statistic = "SUM"|"MAX"|"AVG",
      Unit = "SECONDS"|"COUNT"|"PERCENT"
    )
  ),
  NextToken = "string",
  MaxResults = 123
)

paws.customer.engagement documentation built on Aug. 23, 2021, 9:22 a.m.