Get Metric Data
| connect_get_metric_data | R Documentation |
Gets historical metric data from the specified Connect Customer instance¶
Description¶
Gets historical metric data from the specified Connect Customer instance.
For a description of each historical metric, see Metrics definitions in the Connect Customer Administrator Guide.
We recommend using the get_metric_data_v2 API. It provides more
flexibility, features, and the ability to query longer time ranges than
get_metric_data. Use it to retrieve historical agent and contact
metrics for the last 3 months, at varying intervals. You can also use it
to build custom dashboards to measure historical queue and agent
performance. For example, you can track the number of incoming contacts
for the last 7 days, with data split by day, to see how contact volume
changed per day of the week.
Usage¶
connect_get_metric_data(InstanceId, StartTime, EndTime, Filters,
Groupings, HistoricalMetrics, NextToken, MaxResults)
Arguments¶
InstanceId |
[required] The identifier of the Connect Customer instance. You can find the instance ID in the Amazon Resource Name (ARN) of the 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. RoutingStepExpression is not a valid filter for GetMetricData and we recommend switching to GetMetricDataV2 for more up-to-date features. To filter by |
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. If no grouping is specified, a summary of metrics for all queues is returned. RoutingStepExpression is not a valid filter for GetMetricData and we recommend switching to GetMetricDataV2 for more up-to-date features. |
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 Metrics definition in the Connect Customer Administrator Guide. This API does not support a contacts incoming metric (there's no CONTACTS_INCOMING metric missing from the documented list). 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 UI name: Average queue abandon time |
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 maximum number of results to return per page. |
Value¶
A list with the following syntax:
list(
NextToken = "string",
MetricResults = list(
list(
Dimensions = list(
Queue = list(
Id = "string",
Arn = "string"
),
Channel = "VOICE"|"CHAT"|"TASK"|"EMAIL",
RoutingProfile = list(
Id = "string",
Arn = "string"
),
RoutingStepExpression = "string",
AgentStatus = list(
Arn = "string",
Id = "string"
),
Subtype = "string",
ValidationTestType = "string"
),
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¶
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"|"EMAIL"
),
RoutingProfiles = list(
"string"
),
RoutingStepExpressions = list(
"string"
),
AgentStatuses = list(
"string"
),
Subtypes = list(
"string"
),
ValidationTestTypes = list(
"string"
)
),
Groupings = list(
"QUEUE"|"CHANNEL"|"ROUTING_PROFILE"|"ROUTING_STEP_EXPRESSION"|"AGENT_STATUS"|"SUBTYPE"|"VALIDATION_TEST_TYPE"
),
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
)