From f6492f5a3dd87337990a209be65c6054fa6c2821 Mon Sep 17 00:00:00 2001 From: awstools Date: Mon, 2 Dec 2024 03:56:55 +0000 Subject: [PATCH] feat(client-connect): Adds support for WhatsApp Business messaging, IVR call recording, enabling Contact Lens for existing on-premise contact centers and telephony platforms, and enabling telephony and IVR migration to Amazon Connect independent of their contact center agents. --- clients/client-connect/README.md | 2 +- clients/client-connect/src/Connect.ts | 2 +- clients/client-connect/src/ConnectClient.ts | 2 +- .../src/commands/AssociateFlowCommand.ts | 2 +- .../BatchGetFlowAssociationCommand.ts | 4 +- .../CreateIntegrationAssociationCommand.ts | 2 +- .../commands/DescribePhoneNumberCommand.ts | 2 +- .../src/commands/DisassociateFlowCommand.ts | 2 +- .../src/commands/GetFlowAssociationCommand.ts | 4 +- .../src/commands/ImportPhoneNumberCommand.ts | 2 +- .../commands/ListFlowAssociationsCommand.ts | 4 +- .../ListIntegrationAssociationsCommand.ts | 4 +- .../commands/ResumeContactRecordingCommand.ts | 1 + .../SendChatIntegrationEventCommand.ts | 2 +- .../commands/StartContactRecordingCommand.ts | 1 + .../StartOutboundChatContactCommand.ts | 4 +- .../commands/StopContactRecordingCommand.ts | 1 + .../SuspendContactRecordingCommand.ts | 1 + .../src/commands/UpdateContactCommand.ts | 21 ++ clients/client-connect/src/index.ts | 2 +- clients/client-connect/src/models/models_0.ts | 28 ++- clients/client-connect/src/models/models_1.ts | 139 +++++++++-- clients/client-connect/src/models/models_2.ts | 235 +++++------------- clients/client-connect/src/models/models_3.ts | 206 ++++++++++++++- .../src/protocols/Aws_restJson1.ts | 16 +- codegen/sdk-codegen/aws-models/connect.json | 180 ++++++++++++-- 26 files changed, 636 insertions(+), 233 deletions(-) diff --git a/clients/client-connect/README.md b/clients/client-connect/README.md index f9cb3f08fe17..89887e2481af 100644 --- a/clients/client-connect/README.md +++ b/clients/client-connect/README.md @@ -28,7 +28,7 @@ touch with the appropriate agents.

are also limits to the number of requests that you can make per second. For more information, see Amazon Connect Service Quotas in the Amazon Connect Administrator Guide.

-

You can connect programmatically to an Amazon Web Services service by using an endpoint. For +

You can use an endpoint to connect programmatically to an Amazon Web Services service. For a list of Amazon Connect endpoints, see Amazon Connect Endpoints.

## Installing diff --git a/clients/client-connect/src/Connect.ts b/clients/client-connect/src/Connect.ts index 5a789c222a3a..b53fa99fddce 100644 --- a/clients/client-connect/src/Connect.ts +++ b/clients/client-connect/src/Connect.ts @@ -5859,7 +5859,7 @@ export interface Connect { * are also limits to the number of requests that you can make per second. For more information, see * Amazon Connect Service Quotas in the Amazon Connect Administrator * Guide.

- *

You can connect programmatically to an Amazon Web Services service by using an endpoint. For + *

You can use an endpoint to connect programmatically to an Amazon Web Services service. For * a list of Amazon Connect endpoints, see Amazon Connect Endpoints.

* @public */ diff --git a/clients/client-connect/src/ConnectClient.ts b/clients/client-connect/src/ConnectClient.ts index 46c5bc3278c4..8dd0968c3799 100644 --- a/clients/client-connect/src/ConnectClient.ts +++ b/clients/client-connect/src/ConnectClient.ts @@ -1564,7 +1564,7 @@ export interface ConnectClientResolvedConfig extends ConnectClientResolvedConfig * are also limits to the number of requests that you can make per second. For more information, see * Amazon Connect Service Quotas in the Amazon Connect Administrator * Guide.

- *

You can connect programmatically to an Amazon Web Services service by using an endpoint. For + *

You can use an endpoint to connect programmatically to an Amazon Web Services service. For * a list of Amazon Connect endpoints, see Amazon Connect Endpoints.

* @public */ diff --git a/clients/client-connect/src/commands/AssociateFlowCommand.ts b/clients/client-connect/src/commands/AssociateFlowCommand.ts index 3556c2cb2abd..61461dbf3b9f 100644 --- a/clients/client-connect/src/commands/AssociateFlowCommand.ts +++ b/clients/client-connect/src/commands/AssociateFlowCommand.ts @@ -39,7 +39,7 @@ export interface AssociateFlowCommandOutput extends AssociateFlowResponse, __Met * InstanceId: "STRING_VALUE", // required * ResourceId: "STRING_VALUE", // required * FlowId: "STRING_VALUE", // required - * ResourceType: "SMS_PHONE_NUMBER" || "INBOUND_EMAIL" || "OUTBOUND_EMAIL", // required + * ResourceType: "SMS_PHONE_NUMBER" || "INBOUND_EMAIL" || "OUTBOUND_EMAIL" || "ANALYTICS_CONNECTOR" || "WHATSAPP_MESSAGING_PHONE_NUMBER", // required * }; * const command = new AssociateFlowCommand(input); * const response = await client.send(command); diff --git a/clients/client-connect/src/commands/BatchGetFlowAssociationCommand.ts b/clients/client-connect/src/commands/BatchGetFlowAssociationCommand.ts index 04b28c05d639..7cb553735667 100644 --- a/clients/client-connect/src/commands/BatchGetFlowAssociationCommand.ts +++ b/clients/client-connect/src/commands/BatchGetFlowAssociationCommand.ts @@ -40,7 +40,7 @@ export interface BatchGetFlowAssociationCommandOutput extends BatchGetFlowAssoci * ResourceIds: [ // resourceArnListMaxLimit100 // required * "STRING_VALUE", * ], - * ResourceType: "VOICE_PHONE_NUMBER" || "INBOUND_EMAIL" || "OUTBOUND_EMAIL", + * ResourceType: "WHATSAPP_MESSAGING_PHONE_NUMBER" || "VOICE_PHONE_NUMBER" || "INBOUND_EMAIL" || "OUTBOUND_EMAIL" || "ANALYTICS_CONNECTOR", * }; * const command = new BatchGetFlowAssociationCommand(input); * const response = await client.send(command); @@ -49,7 +49,7 @@ export interface BatchGetFlowAssociationCommandOutput extends BatchGetFlowAssoci * // { // FlowAssociationSummary * // ResourceId: "STRING_VALUE", * // FlowId: "STRING_VALUE", - * // ResourceType: "VOICE_PHONE_NUMBER" || "INBOUND_EMAIL" || "OUTBOUND_EMAIL", + * // ResourceType: "WHATSAPP_MESSAGING_PHONE_NUMBER" || "VOICE_PHONE_NUMBER" || "INBOUND_EMAIL" || "OUTBOUND_EMAIL" || "ANALYTICS_CONNECTOR", * // }, * // ], * // }; diff --git a/clients/client-connect/src/commands/CreateIntegrationAssociationCommand.ts b/clients/client-connect/src/commands/CreateIntegrationAssociationCommand.ts index 56d1c78130db..ce0b851c1c51 100644 --- a/clients/client-connect/src/commands/CreateIntegrationAssociationCommand.ts +++ b/clients/client-connect/src/commands/CreateIntegrationAssociationCommand.ts @@ -43,7 +43,7 @@ export interface CreateIntegrationAssociationCommandOutput * const client = new ConnectClient(config); * const input = { // CreateIntegrationAssociationRequest * InstanceId: "STRING_VALUE", // required - * IntegrationType: "EVENT" || "VOICE_ID" || "PINPOINT_APP" || "WISDOM_ASSISTANT" || "WISDOM_KNOWLEDGE_BASE" || "WISDOM_QUICK_RESPONSES" || "Q_MESSAGE_TEMPLATES" || "CASES_DOMAIN" || "APPLICATION" || "FILE_SCANNER" || "SES_IDENTITY", // required + * IntegrationType: "EVENT" || "VOICE_ID" || "PINPOINT_APP" || "WISDOM_ASSISTANT" || "WISDOM_KNOWLEDGE_BASE" || "WISDOM_QUICK_RESPONSES" || "Q_MESSAGE_TEMPLATES" || "CASES_DOMAIN" || "APPLICATION" || "FILE_SCANNER" || "SES_IDENTITY" || "ANALYTICS_CONNECTOR" || "CALL_TRANSFER_CONNECTOR", // required * IntegrationArn: "STRING_VALUE", // required * SourceApplicationUrl: "STRING_VALUE", * SourceApplicationName: "STRING_VALUE", diff --git a/clients/client-connect/src/commands/DescribePhoneNumberCommand.ts b/clients/client-connect/src/commands/DescribePhoneNumberCommand.ts index 2a19d2d88fd1..3b27b111af84 100644 --- a/clients/client-connect/src/commands/DescribePhoneNumberCommand.ts +++ b/clients/client-connect/src/commands/DescribePhoneNumberCommand.ts @@ -37,7 +37,7 @@ export interface DescribePhoneNumberCommandOutput extends DescribePhoneNumberRes * and you are calling this API in the alternate Amazon Web Services Region associated with the * traffic distribution group, you must provide a full phone number ARN. If a UUID is provided * in - * this scenario, you will receive a + * this scenario, you receive a * ResourceNotFoundException.

* * @example diff --git a/clients/client-connect/src/commands/DisassociateFlowCommand.ts b/clients/client-connect/src/commands/DisassociateFlowCommand.ts index edbe04c52444..6ba0e8b72001 100644 --- a/clients/client-connect/src/commands/DisassociateFlowCommand.ts +++ b/clients/client-connect/src/commands/DisassociateFlowCommand.ts @@ -38,7 +38,7 @@ export interface DisassociateFlowCommandOutput extends DisassociateFlowResponse, * const input = { // DisassociateFlowRequest * InstanceId: "STRING_VALUE", // required * ResourceId: "STRING_VALUE", // required - * ResourceType: "SMS_PHONE_NUMBER" || "INBOUND_EMAIL" || "OUTBOUND_EMAIL", // required + * ResourceType: "SMS_PHONE_NUMBER" || "INBOUND_EMAIL" || "OUTBOUND_EMAIL" || "ANALYTICS_CONNECTOR" || "WHATSAPP_MESSAGING_PHONE_NUMBER", // required * }; * const command = new DisassociateFlowCommand(input); * const response = await client.send(command); diff --git a/clients/client-connect/src/commands/GetFlowAssociationCommand.ts b/clients/client-connect/src/commands/GetFlowAssociationCommand.ts index 081bb74b167b..ca69f5c850ca 100644 --- a/clients/client-connect/src/commands/GetFlowAssociationCommand.ts +++ b/clients/client-connect/src/commands/GetFlowAssociationCommand.ts @@ -38,14 +38,14 @@ export interface GetFlowAssociationCommandOutput extends GetFlowAssociationRespo * const input = { // GetFlowAssociationRequest * InstanceId: "STRING_VALUE", // required * ResourceId: "STRING_VALUE", // required - * ResourceType: "SMS_PHONE_NUMBER" || "INBOUND_EMAIL" || "OUTBOUND_EMAIL", // required + * ResourceType: "SMS_PHONE_NUMBER" || "INBOUND_EMAIL" || "OUTBOUND_EMAIL" || "ANALYTICS_CONNECTOR" || "WHATSAPP_MESSAGING_PHONE_NUMBER", // required * }; * const command = new GetFlowAssociationCommand(input); * const response = await client.send(command); * // { // GetFlowAssociationResponse * // ResourceId: "STRING_VALUE", * // FlowId: "STRING_VALUE", - * // ResourceType: "SMS_PHONE_NUMBER" || "INBOUND_EMAIL" || "OUTBOUND_EMAIL", + * // ResourceType: "SMS_PHONE_NUMBER" || "INBOUND_EMAIL" || "OUTBOUND_EMAIL" || "ANALYTICS_CONNECTOR" || "WHATSAPP_MESSAGING_PHONE_NUMBER", * // }; * * ``` diff --git a/clients/client-connect/src/commands/ImportPhoneNumberCommand.ts b/clients/client-connect/src/commands/ImportPhoneNumberCommand.ts index 38f51d71b373..e77c5b555952 100644 --- a/clients/client-connect/src/commands/ImportPhoneNumberCommand.ts +++ b/clients/client-connect/src/commands/ImportPhoneNumberCommand.ts @@ -28,7 +28,7 @@ export interface ImportPhoneNumberCommandInput extends ImportPhoneNumberRequest export interface ImportPhoneNumberCommandOutput extends ImportPhoneNumberResponse, __MetadataBearer {} /** - *

Imports a claimed phone number from an external service, such as Amazon Pinpoint, into an + *

Imports a claimed phone number from an external service, such as Amazon Web Services End User Messaging, into an * Amazon Connect instance. You can call this API only in the same Amazon Web Services Region * where the Amazon Connect instance was created.

* diff --git a/clients/client-connect/src/commands/ListFlowAssociationsCommand.ts b/clients/client-connect/src/commands/ListFlowAssociationsCommand.ts index d0e15aa0b6f1..333a2e18ea6a 100644 --- a/clients/client-connect/src/commands/ListFlowAssociationsCommand.ts +++ b/clients/client-connect/src/commands/ListFlowAssociationsCommand.ts @@ -37,7 +37,7 @@ export interface ListFlowAssociationsCommandOutput extends ListFlowAssociationsR * const client = new ConnectClient(config); * const input = { // ListFlowAssociationsRequest * InstanceId: "STRING_VALUE", // required - * ResourceType: "VOICE_PHONE_NUMBER" || "INBOUND_EMAIL" || "OUTBOUND_EMAIL", + * ResourceType: "WHATSAPP_MESSAGING_PHONE_NUMBER" || "VOICE_PHONE_NUMBER" || "INBOUND_EMAIL" || "OUTBOUND_EMAIL" || "ANALYTICS_CONNECTOR", * NextToken: "STRING_VALUE", * MaxResults: Number("int"), * }; @@ -48,7 +48,7 @@ export interface ListFlowAssociationsCommandOutput extends ListFlowAssociationsR * // { // FlowAssociationSummary * // ResourceId: "STRING_VALUE", * // FlowId: "STRING_VALUE", - * // ResourceType: "VOICE_PHONE_NUMBER" || "INBOUND_EMAIL" || "OUTBOUND_EMAIL", + * // ResourceType: "WHATSAPP_MESSAGING_PHONE_NUMBER" || "VOICE_PHONE_NUMBER" || "INBOUND_EMAIL" || "OUTBOUND_EMAIL" || "ANALYTICS_CONNECTOR", * // }, * // ], * // NextToken: "STRING_VALUE", diff --git a/clients/client-connect/src/commands/ListIntegrationAssociationsCommand.ts b/clients/client-connect/src/commands/ListIntegrationAssociationsCommand.ts index 111f79462561..32ef6868d432 100644 --- a/clients/client-connect/src/commands/ListIntegrationAssociationsCommand.ts +++ b/clients/client-connect/src/commands/ListIntegrationAssociationsCommand.ts @@ -43,7 +43,7 @@ export interface ListIntegrationAssociationsCommandOutput * const client = new ConnectClient(config); * const input = { // ListIntegrationAssociationsRequest * InstanceId: "STRING_VALUE", // required - * IntegrationType: "EVENT" || "VOICE_ID" || "PINPOINT_APP" || "WISDOM_ASSISTANT" || "WISDOM_KNOWLEDGE_BASE" || "WISDOM_QUICK_RESPONSES" || "Q_MESSAGE_TEMPLATES" || "CASES_DOMAIN" || "APPLICATION" || "FILE_SCANNER" || "SES_IDENTITY", + * IntegrationType: "EVENT" || "VOICE_ID" || "PINPOINT_APP" || "WISDOM_ASSISTANT" || "WISDOM_KNOWLEDGE_BASE" || "WISDOM_QUICK_RESPONSES" || "Q_MESSAGE_TEMPLATES" || "CASES_DOMAIN" || "APPLICATION" || "FILE_SCANNER" || "SES_IDENTITY" || "ANALYTICS_CONNECTOR" || "CALL_TRANSFER_CONNECTOR", * NextToken: "STRING_VALUE", * MaxResults: Number("int"), * IntegrationArn: "STRING_VALUE", @@ -56,7 +56,7 @@ export interface ListIntegrationAssociationsCommandOutput * // IntegrationAssociationId: "STRING_VALUE", * // IntegrationAssociationArn: "STRING_VALUE", * // InstanceId: "STRING_VALUE", - * // IntegrationType: "EVENT" || "VOICE_ID" || "PINPOINT_APP" || "WISDOM_ASSISTANT" || "WISDOM_KNOWLEDGE_BASE" || "WISDOM_QUICK_RESPONSES" || "Q_MESSAGE_TEMPLATES" || "CASES_DOMAIN" || "APPLICATION" || "FILE_SCANNER" || "SES_IDENTITY", + * // IntegrationType: "EVENT" || "VOICE_ID" || "PINPOINT_APP" || "WISDOM_ASSISTANT" || "WISDOM_KNOWLEDGE_BASE" || "WISDOM_QUICK_RESPONSES" || "Q_MESSAGE_TEMPLATES" || "CASES_DOMAIN" || "APPLICATION" || "FILE_SCANNER" || "SES_IDENTITY" || "ANALYTICS_CONNECTOR" || "CALL_TRANSFER_CONNECTOR", * // IntegrationArn: "STRING_VALUE", * // SourceApplicationUrl: "STRING_VALUE", * // SourceApplicationName: "STRING_VALUE", diff --git a/clients/client-connect/src/commands/ResumeContactRecordingCommand.ts b/clients/client-connect/src/commands/ResumeContactRecordingCommand.ts index 4aead4b08d3a..89f04961edbd 100644 --- a/clients/client-connect/src/commands/ResumeContactRecordingCommand.ts +++ b/clients/client-connect/src/commands/ResumeContactRecordingCommand.ts @@ -43,6 +43,7 @@ export interface ResumeContactRecordingCommandOutput extends ResumeContactRecord * InstanceId: "STRING_VALUE", // required * ContactId: "STRING_VALUE", // required * InitialContactId: "STRING_VALUE", // required + * ContactRecordingType: "AGENT" || "IVR" || "SCREEN", * }; * const command = new ResumeContactRecordingCommand(input); * const response = await client.send(command); diff --git a/clients/client-connect/src/commands/SendChatIntegrationEventCommand.ts b/clients/client-connect/src/commands/SendChatIntegrationEventCommand.ts index a24859809fd4..bdbe9e40a766 100644 --- a/clients/client-connect/src/commands/SendChatIntegrationEventCommand.ts +++ b/clients/client-connect/src/commands/SendChatIntegrationEventCommand.ts @@ -42,7 +42,7 @@ export interface SendChatIntegrationEventCommandOutput extends SendChatIntegrati * *

When a chat integration event is sent with chat identifiers that do not map to an active * chat contact, a new chat contact is also created before handling chat action.

- *

Access to this API is currently restricted to Amazon Pinpoint for supporting SMS + *

Access to this API is currently restricted to Amazon Web Services End User Messaging for supporting SMS * integration.

* @example * Use a bare-bones client and the command you need to make an API call. diff --git a/clients/client-connect/src/commands/StartContactRecordingCommand.ts b/clients/client-connect/src/commands/StartContactRecordingCommand.ts index 73248da78bb4..eb28ac1d8973 100644 --- a/clients/client-connect/src/commands/StartContactRecordingCommand.ts +++ b/clients/client-connect/src/commands/StartContactRecordingCommand.ts @@ -59,6 +59,7 @@ export interface StartContactRecordingCommandOutput extends StartContactRecordin * InitialContactId: "STRING_VALUE", // required * VoiceRecordingConfiguration: { // VoiceRecordingConfiguration * VoiceRecordingTrack: "FROM_AGENT" || "TO_AGENT" || "ALL", + * IvrRecordingTrack: "ALL", * }, * }; * const command = new StartContactRecordingCommand(input); diff --git a/clients/client-connect/src/commands/StartOutboundChatContactCommand.ts b/clients/client-connect/src/commands/StartOutboundChatContactCommand.ts index df7fcd6f0be6..49f0db95e450 100644 --- a/clients/client-connect/src/commands/StartOutboundChatContactCommand.ts +++ b/clients/client-connect/src/commands/StartOutboundChatContactCommand.ts @@ -30,13 +30,13 @@ export interface StartOutboundChatContactCommandOutput extends StartOutboundChat /** *

Initiates a new outbound SMS contact to a customer. Response of this API provides the - * ContactId of the outbound SMS contact created.

+ * ContactId of the outbound SMS contact created.

*

* SourceEndpoint only supports Endpoints with * CONNECT_PHONENUMBER_ARN as Type and DestinationEndpoint only supports Endpoints with TELEPHONE_NUMBER as * Type. ContactFlowId initiates the flow to manage the new SMS * contact created.

- *

This API can be used to initiate outbound SMS contacts for an agent or it can also deflect + *

This API can be used to initiate outbound SMS contacts for an agent, or it can also deflect * an ongoing contact to an outbound SMS contact by using the StartOutboundChatContact Flow Action.

*

For more information about using SMS in Amazon Connect, see the following topics in the * Amazon Connect Administrator Guide:

diff --git a/clients/client-connect/src/commands/StopContactRecordingCommand.ts b/clients/client-connect/src/commands/StopContactRecordingCommand.ts index e7033cc1dc26..a177fd8094d7 100644 --- a/clients/client-connect/src/commands/StopContactRecordingCommand.ts +++ b/clients/client-connect/src/commands/StopContactRecordingCommand.ts @@ -44,6 +44,7 @@ export interface StopContactRecordingCommandOutput extends StopContactRecordingR * InstanceId: "STRING_VALUE", // required * ContactId: "STRING_VALUE", // required * InitialContactId: "STRING_VALUE", // required + * ContactRecordingType: "AGENT" || "IVR" || "SCREEN", * }; * const command = new StopContactRecordingCommand(input); * const response = await client.send(command); diff --git a/clients/client-connect/src/commands/SuspendContactRecordingCommand.ts b/clients/client-connect/src/commands/SuspendContactRecordingCommand.ts index 93e0b1fa403c..91d4bbc15006 100644 --- a/clients/client-connect/src/commands/SuspendContactRecordingCommand.ts +++ b/clients/client-connect/src/commands/SuspendContactRecordingCommand.ts @@ -46,6 +46,7 @@ export interface SuspendContactRecordingCommandOutput extends SuspendContactReco * InstanceId: "STRING_VALUE", // required * ContactId: "STRING_VALUE", // required * InitialContactId: "STRING_VALUE", // required + * ContactRecordingType: "AGENT" || "IVR" || "SCREEN", * }; * const command = new SuspendContactRecordingCommand(input); * const response = await client.send(command); diff --git a/clients/client-connect/src/commands/UpdateContactCommand.ts b/clients/client-connect/src/commands/UpdateContactCommand.ts index c8c259156f65..bcb6c3d2816c 100644 --- a/clients/client-connect/src/commands/UpdateContactCommand.ts +++ b/clients/client-connect/src/commands/UpdateContactCommand.ts @@ -71,6 +71,20 @@ export interface UpdateContactCommandOutput extends UpdateContactResponse, __Met * ValueInteger: Number("int"), * }, * }, + * QueueInfo: { // QueueInfoInput + * Id: "STRING_VALUE", + * }, + * UserInfo: { // UserInfo + * UserId: "STRING_VALUE", + * }, + * CustomerEndpoint: { // Endpoint + * Type: "TELEPHONE_NUMBER" || "VOIP" || "CONTACT_FLOW" || "CONNECT_PHONENUMBER_ARN" || "EMAIL_ADDRESS", + * Address: "STRING_VALUE", + * }, + * SystemEndpoint: { + * Type: "TELEPHONE_NUMBER" || "VOIP" || "CONTACT_FLOW" || "CONNECT_PHONENUMBER_ARN" || "EMAIL_ADDRESS", + * Address: "STRING_VALUE", + * }, * }; * const command = new UpdateContactCommand(input); * const response = await client.send(command); @@ -84,6 +98,13 @@ export interface UpdateContactCommandOutput extends UpdateContactResponse, __Met * @see {@link UpdateContactCommandOutput} for command's `response` shape. * @see {@link ConnectClientResolvedConfig | config} for ConnectClient's `config` shape. * + * @throws {@link AccessDeniedException} (client fault) + *

You do not have sufficient permissions to perform this action.

+ * + * @throws {@link ConflictException} (client fault) + *

Operation cannot be performed at this time as there is a conflict with another operation or + * contact state.

+ * * @throws {@link InternalServiceException} (server fault) *

Request processing failed because of an error or failure with the service.

* diff --git a/clients/client-connect/src/index.ts b/clients/client-connect/src/index.ts index 82f0e83cde1a..e88f07509a78 100644 --- a/clients/client-connect/src/index.ts +++ b/clients/client-connect/src/index.ts @@ -23,7 +23,7 @@ * are also limits to the number of requests that you can make per second. For more information, see * Amazon Connect Service Quotas in the Amazon Connect Administrator * Guide.

- *

You can connect programmatically to an Amazon Web Services service by using an endpoint. For + *

You can use an endpoint to connect programmatically to an Amazon Web Services service. For * a list of Amazon Connect endpoints, see Amazon Connect Endpoints.

* * @packageDocumentation diff --git a/clients/client-connect/src/models/models_0.ts b/clients/client-connect/src/models/models_0.ts index 0b8186f045dd..a5aacfc59761 100644 --- a/clients/client-connect/src/models/models_0.ts +++ b/clients/client-connect/src/models/models_0.ts @@ -1424,9 +1424,11 @@ export interface AssociateDefaultVocabularyResponse {} * @enum */ export const FlowAssociationResourceType = { + ANALYTICS_CONNECTOR: "ANALYTICS_CONNECTOR", INBOUND_EMAIL: "INBOUND_EMAIL", OUTBOUND_EMAIL: "OUTBOUND_EMAIL", SMS_PHONE_NUMBER: "SMS_PHONE_NUMBER", + WHATSAPP_MESSAGING_PHONE_NUMBER: "WHATSAPP_MESSAGING_PHONE_NUMBER", } as const; /** @@ -1447,6 +1449,16 @@ export interface AssociateFlowRequest { /** *

The identifier of the resource.

+ * * @public */ ResourceId: string | undefined; @@ -2348,9 +2360,11 @@ export interface BatchGetAttachedFileMetadataResponse { * @enum */ export const ListFlowAssociationResourceType = { + ANALYTICS_CONNECTOR: "ANALYTICS_CONNECTOR", INBOUND_EMAIL: "INBOUND_EMAIL", OUTBOUND_EMAIL: "OUTBOUND_EMAIL", VOICE_PHONE_NUMBER: "VOICE_PHONE_NUMBER", + WHATSAPP_MESSAGING_PHONE_NUMBER: "WHATSAPP_MESSAGING_PHONE_NUMBER", } as const; /** @@ -2371,6 +2385,16 @@ export interface BatchGetFlowAssociationRequest { /** *

A list of resource identifiers to retrieve flow associations.

+ * * @public */ ResourceIds: string[] | undefined; @@ -4030,7 +4054,9 @@ export interface CreateInstanceResponse { * @enum */ export const IntegrationType = { + ANALYTICS_CONNECTOR: "ANALYTICS_CONNECTOR", APPLICATION: "APPLICATION", + CALL_TRANSFER_CONNECTOR: "CALL_TRANSFER_CONNECTOR", CASES_DOMAIN: "CASES_DOMAIN", EVENT: "EVENT", FILE_SCANNER: "FILE_SCANNER", @@ -4082,7 +4108,7 @@ export interface CreateIntegrationAssociationRequest { /** *

The Amazon Resource Name (ARN) of the integration.

* - *

When integrating with Amazon Pinpoint, the Amazon Connect and Amazon Pinpoint + *

When integrating with Amazon Web Services End User Messaging, the Amazon Connect and Amazon Web Services End User Messaging * instances must be in the same account.

* * @public diff --git a/clients/client-connect/src/models/models_1.ts b/clients/client-connect/src/models/models_1.ts index 88f354a21eee..613de260fed7 100644 --- a/clients/client-connect/src/models/models_1.ts +++ b/clients/client-connect/src/models/models_1.ts @@ -1985,8 +1985,8 @@ export interface ClaimedPhoneNumberSummary { /** *

The claimed phone number ARN that was previously imported from the external service, such as - * Amazon Pinpoint. If it is from Amazon Pinpoint, it looks like the ARN of the phone number - * that was imported from Amazon Pinpoint.

+ * Amazon Web Services End User Messaging. If it is from Amazon Web Services End User Messaging, it looks like the ARN of the phone number + * that was imported from Amazon Web Services End User Messaging.

* @public */ SourcePhoneNumberArn?: string | undefined; @@ -2603,7 +2603,7 @@ export interface SecurityProfile { OrganizationResourceId?: string | undefined; /** - *

The Amazon Resource Name (ARN) for the secruity profile.

+ *

The Amazon Resource Name (ARN) for the security profile.

* @public */ Arn?: string | undefined; @@ -3370,6 +3370,16 @@ export interface DisassociateFlowRequest { /** *

The identifier of the resource.

+ * * @public */ ResourceId: string | undefined; @@ -4610,6 +4620,16 @@ export interface GetFlowAssociationRequest { /** *

The identifier of the resource.

+ * * @public */ ResourceId: string | undefined; @@ -5174,6 +5194,18 @@ export interface MetricFilterV2 { *

For valid values of the metric-level filter FLOWS_OUTCOME_TYPE, see the * description for the Flow outcome metric in the Amazon Connect Administrator * Guide.

+ *

For valid values of the metric-level filter BOT_CONVERSATION_OUTCOME_TYPE, see the + * description for the + * Bot conversations completed + * + * in the Amazon Connect Administrator + * Guide.

+ *

For valid values of the metric-level filter BOT_INTENT_OUTCOME_TYPE, see the description for + * the + * Bot intents completed + * + * metric in the Amazon Connect Administrator + * Guide.

* @public */ MetricFilterValues?: string[] | undefined; @@ -5361,15 +5393,19 @@ export interface GetMetricDataV2Request { * AGENT_HIERARCHY_LEVEL_ONE | AGENT_HIERARCHY_LEVEL_TWO | * AGENT_HIERARCHY_LEVEL_THREE | AGENT_HIERARCHY_LEVEL_FOUR | * AGENT_HIERARCHY_LEVEL_FIVE | ANSWERING_MACHINE_DETECTION_STATUS | - * CAMPAIGN | CAMPAIGN_DELIVERY_EVENT_TYPE - * |CASE_TEMPLATE_ARN | CASE_STATUS | CHANNEL | + * BOT_ID | BOT_ALIAS | BOT_VERSION | + * BOT_LOCALE | BOT_INTENT_NAME | CAMPAIGN | + * CAMPAIGN_DELIVERY_EVENT_TYPE |CASE_TEMPLATE_ARN | + * CASE_STATUS | CHANNEL | * contact/segmentAttributes/connect:Subtype | DISCONNECT_REASON | - * FEATURE | FLOW_TYPE | FLOWS_NEXT_RESOURCE_ID | + * FEATURE | FLOW_ACTION_ID | FLOW_TYPE | + * FLOWS_MODULE_RESOURCE_ID | FLOWS_NEXT_RESOURCE_ID | * FLOWS_NEXT_RESOURCE_QUEUE_ID | FLOWS_OUTCOME_TYPE | * FLOWS_RESOURCE_ID | INITIATION_METHOD | - * RESOURCE_PUBLISHED_TIMESTAMP | ROUTING_PROFILE | - * ROUTING_STEP_EXPRESSION | QUEUE | Q_CONNECT_ENABLED | - *

+ * INVOKING_RESOURCE_PUBLISHED_TIMESTAMP | INVOKING_RESOURCE_TYPE | + * PARENT_FLOWS_RESOURCE_ID | RESOURCE_PUBLISHED_TIMESTAMP | + * ROUTING_PROFILE | ROUTING_STEP_EXPRESSION | QUEUE | + * Q_CONNECT_ENABLED |

* *
  • *

    @@ -5419,12 +5455,15 @@ export interface GetMetricDataV2Request { *

    Valid grouping keys: AGENT | AGENT_HIERARCHY_LEVEL_ONE | * AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE | * AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE | - * ANSWERING_MACHINE_DETECTION_STATUS | CAMPAIGN | - * CAMPAIGN_DELIVERY_EVENT_TYPE | CASE_TEMPLATE_ARN | - * CASE_STATUS | CHANNEL | + * ANSWERING_MACHINE_DETECTION_STATUS | BOT_ID | BOT_ALIAS | + * BOT_VERSION | BOT_LOCALE | BOT_INTENT_NAME | + * CAMPAIGN | CAMPAIGN_DELIVERY_EVENT_TYPE | + * CASE_TEMPLATE_ARN | CASE_STATUS | CHANNEL | * contact/segmentAttributes/connect:Subtype | DISCONNECT_REASON | - * FLOWS_RESOURCE_ID | FLOWS_MODULE_RESOURCE_ID | FLOW_TYPE - * | FLOWS_OUTCOME_TYPE | INITIATION_METHOD | + * FLOWS_RESOURCE_ID | FLOWS_MODULE_RESOURCE_ID | + * FLOW_ACTION_ID | FLOW_TYPE | FLOWS_OUTCOME_TYPE | + * INITIATION_METHOD | INVOKING_RESOURCE_PUBLISHED_TIMESTAMP | + * INVOKING_RESOURCE_TYPE | PARENT_FLOWS_RESOURCE_ID | * Q_CONNECT_ENABLED | QUEUE | RESOURCE_PUBLISHED_TIMESTAMP * | ROUTING_PROFILE | ROUTING_STEP_EXPRESSION *

    @@ -5556,6 +5595,27 @@ export interface GetMetricDataV2Request { *

    UI name: Average agent pause time *

    * + *
    AVG_BOT_CONVERSATION_TIME
    + *
    + *

    Unit: Seconds

    + *

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot + * version, Bot locale, Flows resource ID, Flows module resource ID, Flow type, Flow action ID, + * Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows + * resource ID

    + *

    UI name: Average + * bot conversation time + *

    + *
    + *
    AVG_BOT_CONVERSATION_TURNS
    + *
    + *

    Unit: Count

    + *

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot + * version, Bot locale, Flows resource ID, Flows module resource ID, Flow type, Flow action ID, + * Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows + * resource ID

    + *

    UI name: Average bot conversation turns + *

    + *
    *
    AVG_CASE_RELATED_CONTACTS
    *
    *

    Unit: Count

    @@ -5769,6 +5829,28 @@ export interface GetMetricDataV2Request { *

    UI name: Average wait time after customer connection *

    *
    + *
    BOT_CONVERSATIONS_COMPLETED
    + *
    + *

    Unit: Count

    + *

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot + * version, Bot locale, Flows resource ID, Flows module resource ID, Flow type, Flow action ID, + * Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows + * resource ID

    + *

    UI name: Bot + * conversations + *

    + *
    + *
    BOT_INTENTS_COMPLETED
    + *
    + *

    Unit: Count

    + *

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot + * version, Bot locale, Bot intent name, Flows resource ID, Flows module resource ID, Flow type, + * Flow action ID, Invoking resource published timestamp, Initiation method, Invoking resource + * type, Parent flows resource ID

    + *

    UI name: Bot intents + * completed + *

    + *
    *
    CAMPAIGN_CONTACTS_ABANDONED_AFTER_X
    *
    *

    This metric is available only for outbound campaigns using the agent assisted voice and @@ -6062,6 +6144,27 @@ export interface GetMetricDataV2Request { *

    UI name: Minimum flow time *

    *
    + *
    PERCENT_BOT_CONVERSATIONS_OUTCOME
    + *
    + *

    Unit: Percent

    + *

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot + * version, Bot locale, Flows resource ID, Flows module resource ID, Flow type, Flow action ID, + * Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows + * resource ID

    + *

    UI name: Percent bot conversations outcome + *

    + *
    + *
    PERCENT_BOT_INTENTS_OUTCOME
    + *
    + *

    Unit: Percent

    + *

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot + * version, Bot locale, Bot intent name, Flows resource ID, Flows module resource ID, Flow type, + * Flow action ID, Invoking resource published timestamp, Initiation method, Invoking resource + * type, Parent flows resource ID

    + *

    UI name: Percent + * bot intents outcome + *

    + *
    *
    PERCENT_CASES_FIRST_CONTACT_RESOLVED
    *
    *

    Unit: Percent

    @@ -6694,8 +6797,8 @@ export interface ImportPhoneNumberRequest { InstanceId: string | undefined; /** - *

    The claimed phone number ARN being imported from the external service, such as Amazon Pinpoint. If it is from Amazon Pinpoint, it looks like the ARN of the phone number to - * import from Amazon Pinpoint.

    + *

    The claimed phone number ARN being imported from the external service, such as Amazon Web Services End User Messaging. If it is from Amazon Web Services End User Messaging, it looks like the ARN of the phone number to + * import from Amazon Web Services End User Messaging.

    * @public */ SourcePhoneNumberArn: string | undefined; @@ -8879,8 +8982,8 @@ export interface ListPhoneNumbersSummary { /** *

    The claimed phone number ARN that was previously imported from the external service, such as - * Amazon Pinpoint. If it is from Amazon Pinpoint, it looks like the ARN of the phone number - * that was imported from Amazon Pinpoint.

    + * Amazon Web Services End User Messaging. If it is from Amazon Web Services End User Messaging, it looks like the ARN of the phone number + * that was imported from Amazon Web Services End User Messaging.

    * @public */ SourcePhoneNumberArn?: string | undefined; diff --git a/clients/client-connect/src/models/models_2.ts b/clients/client-connect/src/models/models_2.ts index cc5eb4384a7a..db1414be8c1b 100644 --- a/clients/client-connect/src/models/models_2.ts +++ b/clients/client-connect/src/models/models_2.ts @@ -68,7 +68,6 @@ import { ContactFlowModuleState, ContactFlowState, EvaluationAnswerData, - EvaluationFormVersionStatus, EvaluationNote, HierarchyGroup, HierarchyGroupSummary, @@ -1819,6 +1818,21 @@ export interface ResumeContactRequest { */ export interface ResumeContactResponse {} +/** + * @public + * @enum + */ +export const ContactRecordingType = { + AGENT: "AGENT", + IVR: "IVR", + SCREEN: "SCREEN", +} as const; + +/** + * @public + */ +export type ContactRecordingType = (typeof ContactRecordingType)[keyof typeof ContactRecordingType]; + /** * @public */ @@ -1841,6 +1855,12 @@ export interface ResumeContactRecordingRequest { * @public */ InitialContactId: string | undefined; + + /** + *

    The type of recording being operated on.

    + * @public + */ + ContactRecordingType?: ContactRecordingType | undefined; } /** @@ -3022,7 +3042,7 @@ export interface SearchResourceTagsRequest { */ export interface TagSet { /** - *

    The tag key in the tagSet.

    + *

    The tag key in the TagSet.

    * @public */ key?: string | undefined; @@ -3854,8 +3874,8 @@ export interface SendChatIntegrationEventRequest { /** *

    Chat system identifier, used in part to uniquely identify chat. This is associated with the - * Amazon Connect instance and flow to be used to start chats. For SMS, this is the phone - * number destination of inbound SMS messages represented by an Amazon Pinpoint phone number + * Amazon Connect instance and flow to be used to start chats. For Server Migration Service, this is the phone + * number destination of inbound Server Migration Service messages represented by an Amazon Web Services End User Messaging phone number * ARN.

    * @public */ @@ -3863,7 +3883,7 @@ export interface SendChatIntegrationEventRequest { /** *

    Classification of a channel. This is used in part to uniquely identify chat.

    - *

    Valid value: ["connect:sms"] + *

    Valid value: ["connect:sms", connect:"WhatsApp"] *

    * @public */ @@ -4428,6 +4448,19 @@ export interface StartContactEvaluationResponse { EvaluationArn: string | undefined; } +/** + * @public + * @enum + */ +export const IvrRecordingTrack = { + ALL: "ALL", +} as const; + +/** + * @public + */ +export type IvrRecordingTrack = (typeof IvrRecordingTrack)[keyof typeof IvrRecordingTrack]; + /** * @public * @enum @@ -4453,6 +4486,12 @@ export interface VoiceRecordingConfiguration { * @public */ VoiceRecordingTrack?: VoiceRecordingTrack | undefined; + + /** + *

    Identifies which IVR track is being recorded.

    + * @public + */ + IvrRecordingTrack?: IvrRecordingTrack | undefined; } /** @@ -5314,6 +5353,12 @@ export interface StopContactRecordingRequest { * @public */ InitialContactId: string | undefined; + + /** + *

    The type of recording being operated on.

    + * @public + */ + ContactRecordingType?: ContactRecordingType | undefined; } /** @@ -5430,6 +5475,12 @@ export interface SuspendContactRecordingRequest { * @public */ InitialContactId: string | undefined; + + /** + *

    The type of recording being operated on.

    + * @public + */ + ContactRecordingType?: ContactRecordingType | undefined; } /** @@ -5696,6 +5747,18 @@ export interface UpdateAuthenticationProfileRequest { PeriodicSessionDuration?: number | undefined; } +/** + *

    Information about a queue.

    + * @public + */ +export interface QueueInfoInput { + /** + *

    The identifier of the queue.

    + * @public + */ + Id?: string | undefined; +} + /** * @public */ @@ -7875,168 +7938,6 @@ export interface CreateEvaluationFormRequest { ClientToken?: string | undefined; } -/** - *

    The search criteria to be used to return email addresses.

    - * @public - */ -export interface EmailAddressSearchCriteria { - /** - *

    A list of conditions which would be applied together with an OR condition.

    - * @public - */ - OrConditions?: EmailAddressSearchCriteria[] | undefined; - - /** - *

    A list of conditions which would be applied together with an AND condition.

    - * @public - */ - AndConditions?: EmailAddressSearchCriteria[] | undefined; - - /** - *

    A leaf node condition which can be used to specify a string condition.

    - * @public - */ - StringCondition?: StringCondition | undefined; -} - -/** - *

    Information about the evaluation form.

    - * @public - */ -export interface EvaluationForm { - /** - *

    The unique identifier for the evaluation form.

    - * @public - */ - EvaluationFormId: string | undefined; - - /** - *

    A version of the evaluation form.

    - * @public - */ - EvaluationFormVersion: number | undefined; - - /** - *

    The flag indicating whether the evaluation form is locked for changes.

    - * @public - */ - Locked: boolean | undefined; - - /** - *

    The Amazon Resource Name (ARN) for the evaluation form resource.

    - * @public - */ - EvaluationFormArn: string | undefined; - - /** - *

    A title of the evaluation form.

    - * @public - */ - Title: string | undefined; - - /** - *

    The description of the evaluation form.

    - * @public - */ - Description?: string | undefined; - - /** - *

    The status of the evaluation form.

    - * @public - */ - Status: EvaluationFormVersionStatus | undefined; - - /** - *

    Items that are part of the evaluation form. The total number of sections and questions must not exceed 100 each. Questions must be contained in a section.

    - * @public - */ - Items: EvaluationFormItem[] | undefined; - - /** - *

    A scoring strategy of the evaluation form.

    - * @public - */ - ScoringStrategy?: EvaluationFormScoringStrategy | undefined; - - /** - *

    The timestamp for when the evaluation form was created.

    - * @public - */ - CreatedTime: Date | undefined; - - /** - *

    The Amazon Resource Name (ARN) of the user who created the evaluation form.

    - * @public - */ - CreatedBy: string | undefined; - - /** - *

    The timestamp for when the evaluation form was last updated.

    - * @public - */ - LastModifiedTime: Date | undefined; - - /** - *

    The Amazon Resource Name (ARN) of the user who last updated the evaluation form.

    - * @public - */ - LastModifiedBy: string | undefined; - - /** - *

    The tags used to organize, track, or control access for this resource. For example, \{ "Tags": \{"key1":"value1", "key2":"value2"\} \}.

    - * @public - */ - Tags?: Record | undefined; -} - -/** - *

    Information about an evaluation form used in a contact evaluation.

    - * @public - */ -export interface EvaluationFormContent { - /** - *

    A version of the evaluation form.

    - * @public - */ - EvaluationFormVersion: number | undefined; - - /** - *

    The unique identifier for the evaluation form.

    - * @public - */ - EvaluationFormId: string | undefined; - - /** - *

    The Amazon Resource Name (ARN) for the evaluation form resource.

    - * @public - */ - EvaluationFormArn: string | undefined; - - /** - *

    A title of the evaluation form.

    - * @public - */ - Title: string | undefined; - - /** - *

    The description of the evaluation form.

    - * @public - */ - Description?: string | undefined; - - /** - *

    Items that are part of the evaluation form. The total number of sections and questions must not exceed 100 each. Questions must be contained in a section.

    - * @public - */ - Items: EvaluationFormItem[] | undefined; - - /** - *

    A scoring strategy of the evaluation form.

    - * @public - */ - ScoringStrategy?: EvaluationFormScoringStrategy | undefined; -} - /** * @internal */ diff --git a/clients/client-connect/src/models/models_3.ts b/clients/client-connect/src/models/models_3.ts index f12ab7f3e60d..5fd29c09df2a 100644 --- a/clients/client-connect/src/models/models_3.ts +++ b/clients/client-connect/src/models/models_3.ts @@ -12,6 +12,7 @@ import { EvaluationFormScoringStrategy, Reference, StringCondition, + UserInfo, } from "./models_0"; import { @@ -22,6 +23,7 @@ import { DisconnectDetails, EndpointInfo, Evaluation, + EvaluationFormVersionStatus, Expiry, QualityMetrics, QueueInfo, @@ -38,11 +40,8 @@ import { ContactFlowSearchFilter, EmailAddressInfo, EmailAddressInfoFilterSensitiveLog, - EmailAddressSearchCriteria, EmailAddressSearchFilter, EmailAttachment, - EvaluationForm, - EvaluationFormContent, EvaluationFormItem, HierarchyGroupCondition, HoursOfOperationSearchFilter, @@ -54,6 +53,7 @@ import { ParticipantDetails, PersistentChat, PromptSearchFilter, + QueueInfoInput, QueueSearchFilter, QuickConnectSearchFilter, RoutingCriteriaInputStepExpiry, @@ -65,6 +65,168 @@ import { UserSearchFilter, } from "./models_2"; +/** + *

    The search criteria to be used to return email addresses.

    + * @public + */ +export interface EmailAddressSearchCriteria { + /** + *

    A list of conditions which would be applied together with an OR condition.

    + * @public + */ + OrConditions?: EmailAddressSearchCriteria[] | undefined; + + /** + *

    A list of conditions which would be applied together with an AND condition.

    + * @public + */ + AndConditions?: EmailAddressSearchCriteria[] | undefined; + + /** + *

    A leaf node condition which can be used to specify a string condition.

    + * @public + */ + StringCondition?: StringCondition | undefined; +} + +/** + *

    Information about the evaluation form.

    + * @public + */ +export interface EvaluationForm { + /** + *

    The unique identifier for the evaluation form.

    + * @public + */ + EvaluationFormId: string | undefined; + + /** + *

    A version of the evaluation form.

    + * @public + */ + EvaluationFormVersion: number | undefined; + + /** + *

    The flag indicating whether the evaluation form is locked for changes.

    + * @public + */ + Locked: boolean | undefined; + + /** + *

    The Amazon Resource Name (ARN) for the evaluation form resource.

    + * @public + */ + EvaluationFormArn: string | undefined; + + /** + *

    A title of the evaluation form.

    + * @public + */ + Title: string | undefined; + + /** + *

    The description of the evaluation form.

    + * @public + */ + Description?: string | undefined; + + /** + *

    The status of the evaluation form.

    + * @public + */ + Status: EvaluationFormVersionStatus | undefined; + + /** + *

    Items that are part of the evaluation form. The total number of sections and questions must not exceed 100 each. Questions must be contained in a section.

    + * @public + */ + Items: EvaluationFormItem[] | undefined; + + /** + *

    A scoring strategy of the evaluation form.

    + * @public + */ + ScoringStrategy?: EvaluationFormScoringStrategy | undefined; + + /** + *

    The timestamp for when the evaluation form was created.

    + * @public + */ + CreatedTime: Date | undefined; + + /** + *

    The Amazon Resource Name (ARN) of the user who created the evaluation form.

    + * @public + */ + CreatedBy: string | undefined; + + /** + *

    The timestamp for when the evaluation form was last updated.

    + * @public + */ + LastModifiedTime: Date | undefined; + + /** + *

    The Amazon Resource Name (ARN) of the user who last updated the evaluation form.

    + * @public + */ + LastModifiedBy: string | undefined; + + /** + *

    The tags used to organize, track, or control access for this resource. For example, \{ "Tags": \{"key1":"value1", "key2":"value2"\} \}.

    + * @public + */ + Tags?: Record | undefined; +} + +/** + *

    Information about an evaluation form used in a contact evaluation.

    + * @public + */ +export interface EvaluationFormContent { + /** + *

    A version of the evaluation form.

    + * @public + */ + EvaluationFormVersion: number | undefined; + + /** + *

    The unique identifier for the evaluation form.

    + * @public + */ + EvaluationFormId: string | undefined; + + /** + *

    The Amazon Resource Name (ARN) for the evaluation form resource.

    + * @public + */ + EvaluationFormArn: string | undefined; + + /** + *

    A title of the evaluation form.

    + * @public + */ + Title: string | undefined; + + /** + *

    The description of the evaluation form.

    + * @public + */ + Description?: string | undefined; + + /** + *

    Items that are part of the evaluation form. The total number of sections and questions must not exceed 100 each. Questions must be contained in a section.

    + * @public + */ + Items: EvaluationFormItem[] | undefined; + + /** + *

    A scoring strategy of the evaluation form.

    + * @public + */ + ScoringStrategy?: EvaluationFormScoringStrategy | undefined; +} + /** *

    A tagged union to specify expression for a routing step.

    * @public @@ -851,6 +1013,44 @@ export interface UpdateContactRequest { * @public */ SegmentAttributes?: Record | undefined; + + /** + *

    Information about the queue associated with a contact. This parameter can only be updated + * for external audio contacts. It is used when you integrate third-party systems with Contact Lens for + * analytics. For more information, see Amazon Connect Contact Lens integration in + * the + * Amazon Connect Administrator Guide.

    + * @public + */ + QueueInfo?: QueueInfoInput | undefined; + + /** + *

    Information about the agent associated with a contact. This parameter can only be updated + * for external audio contacts. It is used when you integrate third-party systems with Contact Lens for + * analytics. For more information, see Amazon Connect Contact Lens integration in + * the + * Amazon Connect Administrator Guide.

    + * @public + */ + UserInfo?: UserInfo | undefined; + + /** + *

    The endpoint of the customer for which the contact was initiated. For external audio + * contacts, this is usually the end customer's phone number. This value can only be updated for + * external audio contacts. For more information, see Amazon Connect + * Contact Lens integration in the Amazon Connect Administrator Guide.

    + * @public + */ + CustomerEndpoint?: Endpoint | undefined; + + /** + *

    External system endpoint for the contact was initiated. For external audio contacts, this is + * the phone number of the external system such as the contact center. This value can only be + * updated for external audio contacts. For more information, see Amazon Connect + * Contact Lens integration in the Amazon Connect Administrator Guide.

    + * @public + */ + SystemEndpoint?: Endpoint | undefined; } /** diff --git a/clients/client-connect/src/protocols/Aws_restJson1.ts b/clients/client-connect/src/protocols/Aws_restJson1.ts index d3f6a26b5464..aaa519a5c179 100644 --- a/clients/client-connect/src/protocols/Aws_restJson1.ts +++ b/clients/client-connect/src/protocols/Aws_restJson1.ts @@ -1006,13 +1006,10 @@ import { DestinationNotAllowedException, DisconnectReason, EmailAddressInfo, - EmailAddressSearchCriteria, EmailAddressSearchFilter, EmailAttachment, EmailHeaderType, EvaluationAnswerInput, - EvaluationForm, - EvaluationFormContent, EvaluationFormItem, EvaluationFormSection, HierarchyGroupCondition, @@ -1036,6 +1033,7 @@ import { ParticipantTimerValue, PersistentChat, PromptSearchFilter, + QueueInfoInput, QueueSearchFilter, QuickConnectSearchFilter, RealtimeContactAnalysisSegment, @@ -1071,6 +1069,9 @@ import { } from "../models/models_2"; import { Contact, + EmailAddressSearchCriteria, + EvaluationForm, + EvaluationFormContent, Expression, HoursOfOperationSearchCriteria, PredefinedAttributeSearchCriteria, @@ -4939,6 +4940,7 @@ export const se_ResumeContactRecordingCommand = async ( body = JSON.stringify( take(input, { ContactId: [], + ContactRecordingType: [], InitialContactId: [], InstanceId: [], }) @@ -5845,6 +5847,7 @@ export const se_StopContactRecordingCommand = async ( body = JSON.stringify( take(input, { ContactId: [], + ContactRecordingType: [], InitialContactId: [], InstanceId: [], }) @@ -5918,6 +5921,7 @@ export const se_SuspendContactRecordingCommand = async ( body = JSON.stringify( take(input, { ContactId: [], + ContactRecordingType: [], InitialContactId: [], InstanceId: [], }) @@ -6112,10 +6116,14 @@ export const se_UpdateContactCommand = async ( let body: any; body = JSON.stringify( take(input, { + CustomerEndpoint: (_) => _json(_), Description: [], Name: [], + QueueInfo: (_) => _json(_), References: (_) => _json(_), SegmentAttributes: (_) => se_SegmentAttributes(_, context), + SystemEndpoint: (_) => _json(_), + UserInfo: (_) => _json(_), }) ); b.m("POST").h(headers).b(body); @@ -13992,6 +14000,8 @@ const se_PromptSearchCriteria = (input: PromptSearchCriteria, context: __SerdeCo // se_QueueIdList omitted. +// se_QueueInfoInput omitted. + // se_QueueQuickConnectConfig omitted. // se_Queues omitted. diff --git a/codegen/sdk-codegen/aws-models/connect.json b/codegen/sdk-codegen/aws-models/connect.json index 32cf0d391f11..95b096a61837 100644 --- a/codegen/sdk-codegen/aws-models/connect.json +++ b/codegen/sdk-codegen/aws-models/connect.json @@ -1712,7 +1712,7 @@ "name": "connect" }, "aws.protocols#restJson1": {}, - "smithy.api#documentation": "\n

    Amazon Connect is a cloud-based contact center solution that you use to set up and\n manage a customer contact center and provide reliable customer engagement at any scale.

    \n

    Amazon Connect provides metrics and real-time reporting that enable you to optimize\n contact routing. You can also resolve customer issues more efficiently by getting customers in\n touch with the appropriate agents.

    \n

    There are limits to the number of Amazon Connect resources that you can create. There\n are also limits to the number of requests that you can make per second. For more information, see\n Amazon Connect Service Quotas in the Amazon Connect Administrator\n Guide.

    \n

    You can connect programmatically to an Amazon Web Services service by using an endpoint. For\n a list of Amazon Connect endpoints, see Amazon Connect Endpoints.

    ", + "smithy.api#documentation": "\n

    Amazon Connect is a cloud-based contact center solution that you use to set up and\n manage a customer contact center and provide reliable customer engagement at any scale.

    \n

    Amazon Connect provides metrics and real-time reporting that enable you to optimize\n contact routing. You can also resolve customer issues more efficiently by getting customers in\n touch with the appropriate agents.

    \n

    There are limits to the number of Amazon Connect resources that you can create. There\n are also limits to the number of requests that you can make per second. For more information, see\n Amazon Connect Service Quotas in the Amazon Connect Administrator\n Guide.

    \n

    You can use an endpoint to connect programmatically to an Amazon Web Services service. For\n a list of Amazon Connect endpoints, see Amazon Connect Endpoints.

    ", "smithy.api#title": "Amazon Connect Service", "smithy.rules#endpointRuleSet": { "version": "1.0", @@ -3092,7 +3092,7 @@ "ResourceId": { "target": "com.amazonaws.connect#ARN", "traits": { - "smithy.api#documentation": "

    The identifier of the resource.

    ", + "smithy.api#documentation": "

    The identifier of the resource.

    \n
      \n
    • \n

      Amazon Web Services End User Messaging SMS phone number ARN when using SMS_PHONE_NUMBER\n

      \n
      • \n
    • \n

      Amazon Web Services End User Messaging Social phone number ARN when using WHATSAPP_MESSAGING_PHONE_NUMBER\n

      \n
      • \n
    ", "smithy.api#required": {} } }, @@ -4706,7 +4706,7 @@ "ResourceIds": { "target": "com.amazonaws.connect#resourceArnListMaxLimit100", "traits": { - "smithy.api#documentation": "

    A list of resource identifiers to retrieve flow associations.

    ", + "smithy.api#documentation": "

    A list of resource identifiers to retrieve flow associations.

    \n
      \n
    • \n

      Amazon Web Services End User Messaging SMS phone number ARN when using SMS_PHONE_NUMBER\n

      \n
      • \n
    • \n

      Amazon Web Services End User Messaging Social phone number ARN when using WHATSAPP_MESSAGING_PHONE_NUMBER\n

      \n
      • \n
    ", "smithy.api#required": {} } }, @@ -5266,7 +5266,7 @@ "SourcePhoneNumberArn": { "target": "com.amazonaws.connect#ARN", "traits": { - "smithy.api#documentation": "

    The claimed phone number ARN that was previously imported from the external service, such as\n Amazon Pinpoint. If it is from Amazon Pinpoint, it looks like the ARN of the phone number\n that was imported from Amazon Pinpoint.

    " + "smithy.api#documentation": "

    The claimed phone number ARN that was previously imported from the external service, such as\n Amazon Web Services End User Messaging. If it is from Amazon Web Services End User Messaging, it looks like the ARN of the phone number\n that was imported from Amazon Web Services End User Messaging.

    " } } }, @@ -6490,6 +6490,29 @@ "smithy.api#httpError": 410 } }, + "com.amazonaws.connect#ContactRecordingType": { + "type": "enum", + "members": { + "AGENT": { + "target": "smithy.api#Unit", + "traits": { + "smithy.api#enumValue": "AGENT" + } + }, + "IVR": { + "target": "smithy.api#Unit", + "traits": { + "smithy.api#enumValue": "IVR" + } + }, + "SCREEN": { + "target": "smithy.api#Unit", + "traits": { + "smithy.api#enumValue": "SCREEN" + } + } + } + }, "com.amazonaws.connect#ContactReferences": { "type": "map", "key": { @@ -7990,7 +8013,7 @@ "IntegrationArn": { "target": "com.amazonaws.connect#ARN", "traits": { - "smithy.api#documentation": "

    The Amazon Resource Name (ARN) of the integration.

    \n \n

    When integrating with Amazon Pinpoint, the Amazon Connect and Amazon Pinpoint\n instances must be in the same account.

    \n     ", + "smithy.api#documentation": "

    The Amazon Resource Name (ARN) of the integration.

    \n \n

    When integrating with Amazon Web Services End User Messaging, the Amazon Connect and Amazon Web Services End User Messaging\n instances must be in the same account.

    \n     ", "smithy.api#required": {} } }, @@ -12876,7 +12899,7 @@ } ], "traits": { - "smithy.api#documentation": "

    Gets details and status of a phone number that’s claimed to your Amazon Connect instance\n or traffic distribution group.

    \n \n

    If the number is claimed to a traffic distribution group, and you are calling in the Amazon Web Services Region\n where the traffic distribution group was created, you can use either a phone number ARN or UUID value for the\n PhoneNumberId URI request parameter. However, if the number is claimed to a traffic distribution group\n and you are calling this API in the alternate Amazon Web Services Region associated with the\n traffic distribution group, you must provide a full phone number ARN. If a UUID is provided\n in\n this scenario, you will receive a\n ResourceNotFoundException.

    \n     ", + "smithy.api#documentation": "

    Gets details and status of a phone number that’s claimed to your Amazon Connect instance\n or traffic distribution group.

    \n \n

    If the number is claimed to a traffic distribution group, and you are calling in the Amazon Web Services Region\n where the traffic distribution group was created, you can use either a phone number ARN or UUID value for the\n PhoneNumberId URI request parameter. However, if the number is claimed to a traffic distribution group\n and you are calling this API in the alternate Amazon Web Services Region associated with the\n traffic distribution group, you must provide a full phone number ARN. If a UUID is provided\n in\n this scenario, you receive a\n ResourceNotFoundException.

    \n     ", "smithy.api#http": { "method": "GET", "uri": "/phone-number/{PhoneNumberId}", @@ -14233,7 +14256,7 @@ "ResourceId": { "target": "com.amazonaws.connect#ARN", "traits": { - "smithy.api#documentation": "

    The identifier of the resource.

    ", + "smithy.api#documentation": "

    The identifier of the resource.

    \n
      \n
    • \n

      Amazon Web Services End User Messaging SMS phone number ARN when using SMS_PHONE_NUMBER\n

      \n
      • \n
    • \n

      Amazon Web Services End User Messaging Social phone number ARN when using WHATSAPP_MESSAGING_PHONE_NUMBER\n

      \n
      • \n
    ", "smithy.api#httpLabel": {}, "smithy.api#required": {} } @@ -17332,6 +17355,18 @@ "traits": { "smithy.api#enumValue": "OUTBOUND_EMAIL" } + }, + "ANALYTICS_CONNECTOR": { + "target": "smithy.api#Unit", + "traits": { + "smithy.api#enumValue": "ANALYTICS_CONNECTOR" + } + }, + "WHATSAPP_MESSAGING_PHONE_NUMBER": { + "target": "smithy.api#Unit", + "traits": { + "smithy.api#enumValue": "WHATSAPP_MESSAGING_PHONE_NUMBER" + } } } }, @@ -17969,7 +18004,7 @@ "ResourceId": { "target": "com.amazonaws.connect#ARN", "traits": { - "smithy.api#documentation": "

    The identifier of the resource.

    ", + "smithy.api#documentation": "

    The identifier of the resource.

    \n
      \n
    • \n

      Amazon Web Services End User Messaging SMS phone number ARN when using SMS_PHONE_NUMBER\n

      \n
      • \n
    • \n

      Amazon Web Services End User Messaging Social phone number ARN when using WHATSAPP_MESSAGING_PHONE_NUMBER\n

      \n
      • \n
    ", "smithy.api#httpLabel": {}, "smithy.api#required": {} } @@ -18206,20 +18241,20 @@ "Filters": { "target": "com.amazonaws.connect#FiltersV2List", "traits": { - "smithy.api#documentation": "

    The filters to apply to returned metrics. You can filter on the following resources:

    \n
      \n
    • \n

      Agents

      \n
      • \n
    • \n

      Campaigns

      \n
      • \n
    • \n

      Channels

      \n
      • \n
    • \n

      Feature

      \n
      • \n
    • \n

      Queues

      \n
      • \n
    • \n

      Routing profiles

      \n
      • \n
    • \n

      Routing step expression

      \n
      • \n
    • \n

      User hierarchy groups

      \n
      • \n
    \n

    At least one filter must be passed from queues, routing profiles, agents, or user hierarchy\n groups.

    \n

    For metrics for outbound campaigns analytics, you can also use campaigns to satisfy at least\n one filter requirement.

    \n

    To filter by phone number, see Create a historical\n metrics report in the Amazon Connect Administrator\n Guide.

    \n

    Note the following limits:

    \n
      \n
    • \n

      \n Filter keys: A maximum of 5 filter keys are supported in\n a single request. Valid filter keys: AGENT |\n AGENT_HIERARCHY_LEVEL_ONE | AGENT_HIERARCHY_LEVEL_TWO |\n AGENT_HIERARCHY_LEVEL_THREE | AGENT_HIERARCHY_LEVEL_FOUR |\n AGENT_HIERARCHY_LEVEL_FIVE | ANSWERING_MACHINE_DETECTION_STATUS |\n CAMPAIGN | CAMPAIGN_DELIVERY_EVENT_TYPE\n |CASE_TEMPLATE_ARN | CASE_STATUS | CHANNEL |\n contact/segmentAttributes/connect:Subtype | DISCONNECT_REASON |\n FEATURE | FLOW_TYPE | FLOWS_NEXT_RESOURCE_ID |\n FLOWS_NEXT_RESOURCE_QUEUE_ID | FLOWS_OUTCOME_TYPE |\n FLOWS_RESOURCE_ID | INITIATION_METHOD |\n RESOURCE_PUBLISHED_TIMESTAMP | ROUTING_PROFILE |\n ROUTING_STEP_EXPRESSION | QUEUE | Q_CONNECT_ENABLED |\n

      \n
      • \n
    • \n

      \n Filter values: A maximum of 100 filter values are\n supported in a single request. VOICE, CHAT, and TASK are valid filterValue for the\n CHANNEL filter key. They do not count towards limitation of 100 filter values. For example, a\n GetMetricDataV2 request can filter by 50 queues, 35 agents, and 15 routing profiles for a total\n of 100 filter values, along with 3 channel filters.

      \n

      \n contact_lens_conversational_analytics is a valid filterValue for the\n FEATURE filter key. It is available only to contacts analyzed by Contact Lens\n conversational analytics.

      \n

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

      \n

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

      \n

      \n Q_CONNECT_ENABLED. TRUE and FALSE are the only valid filterValues for the\n Q_CONNECT_ENABLED filter key.

      \n
        \n
      • \n

        TRUE includes all contacts that had Amazon Q in Connect enabled as part of the flow.

        \n
        • \n
      • \n

        FALSE includes all contacts that did not have Amazon Q in Connect enabled as part of the flow

        \n
        • \n
      \n

      This filter is available only for contact record-driven metrics.

      \n

      \n Campaign ARNs are valid filterValues for the CAMPAIGN\n filter key.

      \n
      • \n
    ", + "smithy.api#documentation": "

    The filters to apply to returned metrics. You can filter on the following resources:

    \n
      \n
    • \n

      Agents

      \n
      • \n
    • \n

      Campaigns

      \n
      • \n
    • \n

      Channels

      \n
      • \n
    • \n

      Feature

      \n
      • \n
    • \n

      Queues

      \n
      • \n
    • \n

      Routing profiles

      \n
      • \n
    • \n

      Routing step expression

      \n
      • \n
    • \n

      User hierarchy groups

      \n
      • \n
    \n

    At least one filter must be passed from queues, routing profiles, agents, or user hierarchy\n groups.

    \n

    For metrics for outbound campaigns analytics, you can also use campaigns to satisfy at least\n one filter requirement.

    \n

    To filter by phone number, see Create a historical\n metrics report in the Amazon Connect Administrator\n Guide.

    \n

    Note the following limits:

    \n
      \n
    • \n

      \n Filter keys: A maximum of 5 filter keys are supported in\n a single request. Valid filter keys: AGENT |\n AGENT_HIERARCHY_LEVEL_ONE | AGENT_HIERARCHY_LEVEL_TWO |\n AGENT_HIERARCHY_LEVEL_THREE | AGENT_HIERARCHY_LEVEL_FOUR |\n AGENT_HIERARCHY_LEVEL_FIVE | ANSWERING_MACHINE_DETECTION_STATUS |\n BOT_ID | BOT_ALIAS | BOT_VERSION |\n BOT_LOCALE | BOT_INTENT_NAME | CAMPAIGN |\n CAMPAIGN_DELIVERY_EVENT_TYPE |CASE_TEMPLATE_ARN |\n CASE_STATUS | CHANNEL |\n contact/segmentAttributes/connect:Subtype | DISCONNECT_REASON |\n FEATURE | FLOW_ACTION_ID | FLOW_TYPE |\n FLOWS_MODULE_RESOURCE_ID | FLOWS_NEXT_RESOURCE_ID |\n FLOWS_NEXT_RESOURCE_QUEUE_ID | FLOWS_OUTCOME_TYPE |\n FLOWS_RESOURCE_ID | INITIATION_METHOD |\n INVOKING_RESOURCE_PUBLISHED_TIMESTAMP | INVOKING_RESOURCE_TYPE |\n PARENT_FLOWS_RESOURCE_ID | RESOURCE_PUBLISHED_TIMESTAMP |\n ROUTING_PROFILE | ROUTING_STEP_EXPRESSION | QUEUE |\n Q_CONNECT_ENABLED |

      \n
      • \n
    • \n

      \n Filter values: A maximum of 100 filter values are\n supported in a single request. VOICE, CHAT, and TASK are valid filterValue for the\n CHANNEL filter key. They do not count towards limitation of 100 filter values. For example, a\n GetMetricDataV2 request can filter by 50 queues, 35 agents, and 15 routing profiles for a total\n of 100 filter values, along with 3 channel filters.

      \n

      \n contact_lens_conversational_analytics is a valid filterValue for the\n FEATURE filter key. It is available only to contacts analyzed by Contact Lens\n conversational analytics.

      \n

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

      \n

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

      \n

      \n Q_CONNECT_ENABLED. TRUE and FALSE are the only valid filterValues for the\n Q_CONNECT_ENABLED filter key.

      \n
        \n
      • \n

        TRUE includes all contacts that had Amazon Q in Connect enabled as part of the flow.

        \n
        • \n
      • \n

        FALSE includes all contacts that did not have Amazon Q in Connect enabled as part of the flow

        \n
        • \n
      \n

      This filter is available only for contact record-driven metrics.

      \n

      \n Campaign ARNs are valid filterValues for the CAMPAIGN\n filter key.

      \n
      • \n
    ", "smithy.api#required": {} } }, "Groupings": { "target": "com.amazonaws.connect#GroupingsV2", "traits": { - "smithy.api#documentation": "

    The grouping applied to the metrics that are returned. For example, when results are grouped\n by queue, the metrics returned are grouped by queue. The values that are returned apply to the\n metrics for each queue. They are not aggregated for all queues.

    \n

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

    \n

    Valid grouping keys: AGENT | AGENT_HIERARCHY_LEVEL_ONE |\n AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE |\n AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE |\n ANSWERING_MACHINE_DETECTION_STATUS | CAMPAIGN |\n CAMPAIGN_DELIVERY_EVENT_TYPE | CASE_TEMPLATE_ARN |\n CASE_STATUS | CHANNEL |\n contact/segmentAttributes/connect:Subtype | DISCONNECT_REASON |\n FLOWS_RESOURCE_ID | FLOWS_MODULE_RESOURCE_ID | FLOW_TYPE\n | FLOWS_OUTCOME_TYPE | INITIATION_METHOD |\n Q_CONNECT_ENABLED | QUEUE | RESOURCE_PUBLISHED_TIMESTAMP\n | ROUTING_PROFILE | ROUTING_STEP_EXPRESSION\n

    " + "smithy.api#documentation": "

    The grouping applied to the metrics that are returned. For example, when results are grouped\n by queue, the metrics returned are grouped by queue. The values that are returned apply to the\n metrics for each queue. They are not aggregated for all queues.

    \n

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

    \n

    Valid grouping keys: AGENT | AGENT_HIERARCHY_LEVEL_ONE |\n AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE |\n AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE |\n ANSWERING_MACHINE_DETECTION_STATUS | BOT_ID | BOT_ALIAS |\n BOT_VERSION | BOT_LOCALE | BOT_INTENT_NAME |\n CAMPAIGN | CAMPAIGN_DELIVERY_EVENT_TYPE |\n CASE_TEMPLATE_ARN | CASE_STATUS | CHANNEL |\n contact/segmentAttributes/connect:Subtype | DISCONNECT_REASON |\n FLOWS_RESOURCE_ID | FLOWS_MODULE_RESOURCE_ID |\n FLOW_ACTION_ID | FLOW_TYPE | FLOWS_OUTCOME_TYPE |\n INITIATION_METHOD | INVOKING_RESOURCE_PUBLISHED_TIMESTAMP |\n INVOKING_RESOURCE_TYPE | PARENT_FLOWS_RESOURCE_ID |\n Q_CONNECT_ENABLED | QUEUE | RESOURCE_PUBLISHED_TIMESTAMP\n | ROUTING_PROFILE | ROUTING_STEP_EXPRESSION\n

    " } }, "Metrics": { "target": "com.amazonaws.connect#MetricsV2", "traits": { - "smithy.api#documentation": "

    The metrics to retrieve. Specify the name, groupings, and filters for each metric. The\n following historical metrics are available. For a description of each metric, see Historical metrics definitions in the Amazon Connect Administrator\n Guide.

    \n
    \n
    ABANDONMENT_RATE
    \n
    \n

    Unit: Percent

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Abandonment rate\n

    \n
    \n
    AGENT_ADHERENT_TIME
    \n
    \n

    This metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.

    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Adherent time\n

    \n
    \n
    AGENT_ANSWER_RATE
    \n
    \n

    Unit: Percent

    \n

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

    \n

    UI name: Agent answer rate\n

    \n
    \n
    AGENT_NON_ADHERENT_TIME
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Non-adherent time\n

    \n
    \n
    AGENT_NON_RESPONSE
    \n
    \n

    Unit: Count

    \n

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

    \n

    UI name: Agent\n non-response\n

    \n
    \n
    AGENT_NON_RESPONSE_WITHOUT_CUSTOMER_ABANDONS
    \n
    \n

    Unit: Count

    \n

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

    \n

    Data for this metric is available starting from October 1, 2023 0:00:00 GMT.

    \n

    UI name: Agent non-response without customer abandons\n

    \n
    \n
    AGENT_OCCUPANCY
    \n
    \n

    Unit: Percentage

    \n

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

    \n

    UI name: Occupancy\n

    \n
    \n
    AGENT_SCHEDULE_ADHERENCE
    \n
    \n

    This metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.

    \n

    Unit: Percent

    \n

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

    \n

    UI name: Adherence\n

    \n
    \n
    AGENT_SCHEDULED_TIME
    \n
    \n

    This metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.

    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Scheduled time\n

    \n
    \n
    AVG_ABANDON_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average queue abandon time\n

    \n
    \n
    AVG_ACTIVE_TIME
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Average active time\n

    \n
    \n
    AVG_AFTER_CONTACT_WORK_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid metric filter key: INITIATION_METHOD\n

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average after contact work time\n

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_AGENT_CONNECTING_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid metric filter key: INITIATION_METHOD. For now, this metric only\n supports the following as INITIATION_METHOD: INBOUND |\n OUTBOUND | CALLBACK | API\n

    \n

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

    \n

    UI name: Average agent API connecting time\n

    \n \n

    The Negate key in metric-level filters is not applicable for this\n metric.

    \n     \n
    \n
    AVG_AGENT_PAUSE_TIME
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Average agent pause time\n

    \n
    \n
    AVG_CASE_RELATED_CONTACTS
    \n
    \n

    Unit: Count

    \n

    Required filter key: CASE_TEMPLATE_ARN

    \n

    Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

    \n

    UI name: Average contacts per case\n

    \n
    \n
    AVG_CASE_RESOLUTION_TIME
    \n
    \n

    Unit: Seconds

    \n

    Required filter key: CASE_TEMPLATE_ARN

    \n

    Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

    \n

    UI name: Average case resolution time\n

    \n
    \n
    AVG_CONTACT_DURATION
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average contact duration\n

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_CONVERSATION_DURATION
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average conversation duration\n

    \n
    \n
    AVG_DIALS_PER_MINUTE
    \n
    \n

    This metric is available only for outbound campaigns that use the agent assisted voice\n and automated voice delivery modes.

    \n

    Unit: Count

    \n

    Valid groupings and filters: Agent, Campaign, Queue, Routing Profile

    \n

    UI name: Average dials per minute\n

    \n
    \n
    AVG_FLOW_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows\n resource ID, Initiation method, Resource published timestamp

    \n

    UI name: Average flow time\n

    \n
    \n
    AVG_GREETING_TIME_AGENT
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average agent greeting time\n

    \n
    \n
    AVG_HANDLE_TIME
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Average handle time\n

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_HOLD_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average customer hold time\n

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_HOLD_TIME_ALL_CONTACTS
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average customer hold time all contacts\n

    \n
    \n
    AVG_HOLDS
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average holds\n

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_INTERACTION_AND_HOLD_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average agent interaction and customer hold time\n

    \n
    \n
    AVG_INTERACTION_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid metric filter key: INITIATION_METHOD\n

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average agent interaction time\n

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_INTERRUPTIONS_AGENT
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average agent interruptions\n

    \n
    \n
    AVG_INTERRUPTION_TIME_AGENT
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average agent interruption time\n

    \n
    \n
    AVG_NON_TALK_TIME
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average non-talk time\n

    \n
    \n
    AVG_QUEUE_ANSWER_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average queue answer time\n

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_RESOLUTION_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect

    \n

    UI name: Average resolution time\n

    \n
    \n
    AVG_TALK_TIME
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average talk time\n

    \n
    \n
    AVG_TALK_TIME_AGENT
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average agent talk time\n

    \n
    \n
    AVG_TALK_TIME_CUSTOMER
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average customer talk time\n

    \n
    \n
    AVG_WAIT_TIME_AFTER_CUSTOMER_CONNECTION
    \n
    \n

    This metric is available only for outbound campaigns that use the agent assisted voice\n and automated voice delivery modes.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Campaign

    \n

    UI name: Average wait time after customer connection\n

    \n
    \n
    CAMPAIGN_CONTACTS_ABANDONED_AFTER_X
    \n
    \n

    This metric is available only for outbound campaigns using the agent assisted voice and\n automated voice delivery modes.

    \n

    Unit: Count

    \n

    Valid groupings and filters: Agent, Campaign

    \n

    Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter GT (for\n Greater than).

    \n

    UI name: Campaign contacts abandoned after X\n

    \n
    \n
    CAMPAIGN_CONTACTS_ABANDONED_AFTER_X_RATE
    \n
    \n

    This metric is available only for outbound campaigns using the agent assisted voice and\n automated voice delivery modes.

    \n

    Unit: Percent

    \n

    Valid groupings and filters: Agent, Campaign

    \n

    Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter GT (for\n Greater than).

    \n

    UI name: Campaign contacts abandoned after X rate\n

    \n
    \n
    CAMPAIGN_INTERACTIONS
    \n
    \n

    This metric is available only for outbound campaigns using the email delivery mode.

    \n

    Unit: Count

    \n

    Valid metric filter key: CAMPAIGN_INTERACTION_EVENT_TYPE

    \n

    Valid groupings and filters: Campaign

    \n

    UI name: Campaign interactions\n

    \n
    \n
    CAMPAIGN_SEND_ATTEMPTS
    \n
    \n

    This metric is available only for outbound campaigns.

    \n

    Unit: Count

    \n

    Valid groupings and filters: Campaign, Channel, contact/segmentAttributes/connect:Subtype

    \n

    UI name: Campaign send attempts\n

    \n
    \n
    CASES_CREATED
    \n
    \n

    Unit: Count

    \n

    Required filter key: CASE_TEMPLATE_ARN

    \n

    Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

    \n

    UI name: Cases created\n

    \n
    \n
    CONTACTS_CREATED
    \n
    \n

    Unit: Count

    \n

    Valid metric filter key: INITIATION_METHOD\n

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Contacts created\n

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    CONTACTS_HANDLED
    \n
    \n

    Unit: Count

    \n

    Valid metric filter key: INITIATION_METHOD,\n DISCONNECT_REASON\n

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect

    \n

    UI name: API contacts handled\n

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    CONTACTS_HANDLED_BY_CONNECTED_TO_AGENT
    \n
    \n

    Unit: Count

    \n

    Valid metric filter key: INITIATION_METHOD\n

    \n

    Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Contacts handled (connected to agent timestamp)\n

    \n
    \n
    CONTACTS_HOLD_ABANDONS
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Contacts hold disconnect\n

    \n
    \n
    CONTACTS_ON_HOLD_AGENT_DISCONNECT
    \n
    \n

    Unit: Count

    \n

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

    \n

    UI name: Contacts hold agent disconnect\n

    \n
    \n
    CONTACTS_ON_HOLD_CUSTOMER_DISCONNECT
    \n
    \n

    Unit: Count

    \n

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

    \n

    UI name: Contacts hold customer disconnect\n

    \n
    \n
    CONTACTS_PUT_ON_HOLD
    \n
    \n

    Unit: Count

    \n

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

    \n

    UI name: Contacts put on hold\n

    \n
    \n
    CONTACTS_TRANSFERRED_OUT_EXTERNAL
    \n
    \n

    Unit: Count

    \n

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

    \n

    UI name: Contacts transferred out external\n

    \n
    \n
    CONTACTS_TRANSFERRED_OUT_INTERNAL
    \n
    \n

    Unit: Percent

    \n

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

    \n

    UI name: Contacts transferred out internal\n

    \n
    \n
    CONTACTS_QUEUED
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Contacts queued\n

    \n
    \n
    CONTACTS_QUEUED_BY_ENQUEUE
    \n
    \n

    Unit: Count

    \n

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

    \n

    UI name: Contacts queued (enqueue timestamp)\n

    \n
    \n
    CONTACTS_REMOVED_FROM_QUEUE_IN_X
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Q in Connect

    \n

    Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you can use LT (for \"Less\n than\") or LTE (for \"Less than equal\").

    \n

    UI name: Contacts removed from queue in X seconds\n

    \n
    \n
    CONTACTS_RESOLVED_IN_X
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect

    \n

    Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you can use LT (for \"Less\n than\") or LTE (for \"Less than equal\").

    \n

    UI name: Contacts resolved in X\n

    \n
    \n
    CONTACTS_TRANSFERRED_OUT
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Contacts transferred out\n

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    CONTACTS_TRANSFERRED_OUT_BY_AGENT
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Contacts transferred out by agent\n

    \n
    \n
    CONTACTS_TRANSFERRED_OUT_FROM_QUEUE
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Contacts transferred out queue\n

    \n
    \n
    CURRENT_CASES
    \n
    \n

    Unit: Count

    \n

    Required filter key: CASE_TEMPLATE_ARN

    \n

    Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

    \n

    UI name: Current cases\n

    \n
    \n
    DELIVERY_ATTEMPTS
    \n
    \n

    This metric is available only for outbound campaigns.

    \n

    Unit: Count

    \n

    Valid metric filter key: ANSWERING_MACHINE_DETECTION_STATUS,\n CAMPAIGN_DELIVERY_EVENT_TYPE, DISCONNECT_REASON\n

    \n

    Valid groupings and filters: Agent, Answering Machine Detection Status, Campaign, Campaign Delivery\n EventType, Channel, contact/segmentAttributes/connect:Subtype, Disconnect Reason, Queue,\n Routing Profile

    \n

    UI name: Delivery attempts\n

    \n \n

    Campaign Delivery EventType filter and grouping are only available for SMS and Email\n campaign delivery modes. Agent, Queue, Routing Profile, Answering Machine Detection Status\n and Disconnect Reason are only available for agent assisted voice and automated voice\n delivery modes.

    \n     \n
    \n
    DELIVERY_ATTEMPT_DISPOSITION_RATE
    \n
    \n

    This metric is available only for outbound campaigns. Dispositions for the agent assisted\n voice and automated voice delivery modes are only available with answering machine detection\n enabled.

    \n

    Unit: Percent

    \n

    Valid metric filter key: ANSWERING_MACHINE_DETECTION_STATUS,\n CAMPAIGN_DELIVERY_EVENT_TYPE, DISCONNECT_REASON\n

    \n

    Valid groupings and filters: Agent, Answering Machine Detection Status, Campaign, Channel,\n contact/segmentAttributes/connect:Subtype, Disconnect Reason, Queue, Routing Profile

    \n

    UI name: Delivery attempt disposition rate\n

    \n \n

    Campaign Delivery Event Type filter and grouping are only available for SMS and Email\n campaign delivery modes. Agent, Queue, Routing Profile, Answering Machine Detection Status\n and Disconnect Reason are only available for agent assisted voice and automated voice\n delivery modes.

    \n     \n
    \n
    FLOWS_OUTCOME
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows\n resource ID, Initiation method, Resource published timestamp

    \n

    UI name: Flows outcome\n

    \n
    \n
    FLOWS_STARTED
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows resource ID, Initiation method, Resource published timestamp

    \n

    UI name: Flows started\n

    \n
    \n
    HUMAN_ANSWERED_CALLS
    \n
    \n

    This metric is available only for outbound campaigns. Dispositions for the agent assisted\n voice and automated voice delivery modes are only available with answering machine detection\n enabled.

    \n

    Unit: Count

    \n

    Valid groupings and filters: Agent, Campaign

    \n

    UI name: Human answered\n

    \n
    \n
    MAX_FLOW_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows\n resource ID, Initiation method, Resource published timestamp

    \n

    UI name: Maximum flow time\n

    \n
    \n
    MAX_QUEUED_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Maximum queued time\n

    \n
    \n
    MIN_FLOW_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows\n resource ID, Initiation method, Resource published timestamp

    \n

    UI name: Minimum flow time\n

    \n
    \n
    PERCENT_CASES_FIRST_CONTACT_RESOLVED
    \n
    \n

    Unit: Percent

    \n

    Required filter key: CASE_TEMPLATE_ARN

    \n

    Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

    \n

    UI name: Cases resolved on first contact\n

    \n
    \n
    PERCENT_CONTACTS_STEP_EXPIRED
    \n
    \n

    Unit: Percent

    \n

    Valid groupings and filters: Queue, RoutingStepExpression

    \n

    UI name: This metric is available in Real-time Metrics UI but not on the Historical\n Metrics UI.

    \n
    \n
    PERCENT_CONTACTS_STEP_JOINED
    \n
    \n

    Unit: Percent

    \n

    Valid groupings and filters: Queue, RoutingStepExpression

    \n

    UI name: This metric is available in Real-time Metrics UI but not on the Historical\n Metrics UI.

    \n
    \n
    PERCENT_FLOWS_OUTCOME
    \n
    \n

    Unit: Percent

    \n

    Valid metric filter key: FLOWS_OUTCOME_TYPE\n

    \n

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows\n resource ID, Initiation method, Resource published timestamp

    \n

    UI name: Flows outcome percentage.

    \n \n

    The FLOWS_OUTCOME_TYPE is not a valid grouping.

    \n     \n
    \n
    PERCENT_NON_TALK_TIME
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Percentage

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Non-talk\n time percent\n

    \n
    \n
    PERCENT_TALK_TIME
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Percentage

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Talk time\n percent\n

    \n
    \n
    PERCENT_TALK_TIME_AGENT
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Percentage

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Agent\n talk time percent\n

    \n
    \n
    PERCENT_TALK_TIME_CUSTOMER
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Percentage

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Customer talk time percent\n

    \n
    \n
    REOPENED_CASE_ACTIONS
    \n
    \n

    Unit: Count

    \n

    Required filter key: CASE_TEMPLATE_ARN

    \n

    Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

    \n

    UI name: Cases reopened\n

    \n
    \n
    RESOLVED_CASE_ACTIONS
    \n
    \n

    Unit: Count

    \n

    Required filter key: CASE_TEMPLATE_ARN

    \n

    Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

    \n

    UI name: Cases resolved\n

    \n
    \n
    SERVICE_LEVEL
    \n
    \n

    You can include up to 20 SERVICE_LEVEL metrics in a request.

    \n

    Unit: Percent

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Q in Connect

    \n

    Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you can use LT (for \"Less\n than\") or LTE (for \"Less than equal\").

    \n

    UI name: Service level X\n

    \n
    \n
    STEP_CONTACTS_QUEUED
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, RoutingStepExpression

    \n

    UI name: This metric is available in Real-time Metrics UI but not on the Historical\n Metrics UI.

    \n
    \n
    SUM_AFTER_CONTACT_WORK_TIME
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: After\n contact work time\n

    \n
    \n
    SUM_CONNECTING_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

    Valid metric filter key: INITIATION_METHOD. This metric only supports the\n following filter keys as INITIATION_METHOD: INBOUND |\n OUTBOUND | CALLBACK | API\n

    \n

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

    \n

    UI name: Agent API connecting time\n

    \n \n

    The Negate key in metric-level filters is not applicable for this\n metric.

    \n     \n
    \n
    CONTACTS_ABANDONED
    \n
    \n

    Unit: Count

    \n

    Metric filter:

    \n
      \n
    • \n

      Valid values: API| Incoming | Outbound |\n Transfer | Callback | Queue_Transfer|\n Disconnect\n

      \n
      • \n
    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect

    \n

    UI name: Contact abandoned\n

    \n
    \n
    SUM_CONTACTS_ABANDONED_IN_X
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect

    \n

    Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you can use LT (for \"Less\n than\") or LTE (for \"Less than equal\").

    \n

    UI name: Contacts abandoned in X seconds\n

    \n
    \n
    SUM_CONTACTS_ANSWERED_IN_X
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect

    \n

    Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you can use LT (for \"Less\n than\") or LTE (for \"Less than equal\").

    \n

    UI name: Contacts answered in X seconds\n

    \n
    \n
    SUM_CONTACT_FLOW_TIME
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Contact flow time\n

    \n
    \n
    SUM_CONTACT_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Agent on contact time\n

    \n
    \n
    SUM_CONTACTS_DISCONNECTED
    \n
    \n

    Valid metric filter key: DISCONNECT_REASON\n

    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Contact disconnected\n

    \n
    \n
    SUM_ERROR_STATUS_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Error status time\n

    \n
    \n
    SUM_HANDLE_TIME
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Contact handle time\n

    \n
    \n
    SUM_HOLD_TIME
    \n
    \n

    Unit: Count

    \n

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

    \n

    UI name: Customer hold time\n

    \n
    \n
    SUM_IDLE_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Agent idle time\n

    \n
    \n
    SUM_INTERACTION_AND_HOLD_TIME
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Agent interaction and hold time\n

    \n
    \n
    SUM_INTERACTION_TIME
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Agent interaction time\n

    \n
    \n
    SUM_NON_PRODUCTIVE_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Non-Productive Time\n

    \n
    \n
    SUM_ONLINE_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Online time\n

    \n
    \n
    SUM_RETRY_CALLBACK_ATTEMPTS
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect

    \n

    UI name: Callback attempts\n

    \n
    \n
    ", + "smithy.api#documentation": "

    The metrics to retrieve. Specify the name, groupings, and filters for each metric. The\n following historical metrics are available. For a description of each metric, see Historical metrics definitions in the Amazon Connect Administrator\n Guide.

    \n
    \n
    ABANDONMENT_RATE
    \n
    \n

    Unit: Percent

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Abandonment rate\n

    \n
    \n
    AGENT_ADHERENT_TIME
    \n
    \n

    This metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.

    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Adherent time\n

    \n
    \n
    AGENT_ANSWER_RATE
    \n
    \n

    Unit: Percent

    \n

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

    \n

    UI name: Agent answer rate\n

    \n
    \n
    AGENT_NON_ADHERENT_TIME
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Non-adherent time\n

    \n
    \n
    AGENT_NON_RESPONSE
    \n
    \n

    Unit: Count

    \n

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

    \n

    UI name: Agent\n non-response\n

    \n
    \n
    AGENT_NON_RESPONSE_WITHOUT_CUSTOMER_ABANDONS
    \n
    \n

    Unit: Count

    \n

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

    \n

    Data for this metric is available starting from October 1, 2023 0:00:00 GMT.

    \n

    UI name: Agent non-response without customer abandons\n

    \n
    \n
    AGENT_OCCUPANCY
    \n
    \n

    Unit: Percentage

    \n

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

    \n

    UI name: Occupancy\n

    \n
    \n
    AGENT_SCHEDULE_ADHERENCE
    \n
    \n

    This metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.

    \n

    Unit: Percent

    \n

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

    \n

    UI name: Adherence\n

    \n
    \n
    AGENT_SCHEDULED_TIME
    \n
    \n

    This metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.

    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Scheduled time\n

    \n
    \n
    AVG_ABANDON_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average queue abandon time\n

    \n
    \n
    AVG_ACTIVE_TIME
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Average active time\n

    \n
    \n
    AVG_AFTER_CONTACT_WORK_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid metric filter key: INITIATION_METHOD\n

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average after contact work time\n

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_AGENT_CONNECTING_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid metric filter key: INITIATION_METHOD. For now, this metric only\n supports the following as INITIATION_METHOD: INBOUND |\n OUTBOUND | CALLBACK | API\n

    \n

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

    \n

    UI name: Average agent API connecting time\n

    \n \n

    The Negate key in metric-level filters is not applicable for this\n metric.

    \n     \n
    \n
    AVG_AGENT_PAUSE_TIME
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Average agent pause time\n

    \n
    \n
    AVG_BOT_CONVERSATION_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot\n version, Bot locale, Flows resource ID, Flows module resource ID, Flow type, Flow action ID,\n Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows\n resource ID

    \n

    UI name: Average\n bot conversation time\n

    \n
    \n
    AVG_BOT_CONVERSATION_TURNS
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot\n version, Bot locale, Flows resource ID, Flows module resource ID, Flow type, Flow action ID,\n Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows\n resource ID

    \n

    UI name: Average bot conversation turns\n

    \n
    \n
    AVG_CASE_RELATED_CONTACTS
    \n
    \n

    Unit: Count

    \n

    Required filter key: CASE_TEMPLATE_ARN

    \n

    Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

    \n

    UI name: Average contacts per case\n

    \n
    \n
    AVG_CASE_RESOLUTION_TIME
    \n
    \n

    Unit: Seconds

    \n

    Required filter key: CASE_TEMPLATE_ARN

    \n

    Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

    \n

    UI name: Average case resolution time\n

    \n
    \n
    AVG_CONTACT_DURATION
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average contact duration\n

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_CONVERSATION_DURATION
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average conversation duration\n

    \n
    \n
    AVG_DIALS_PER_MINUTE
    \n
    \n

    This metric is available only for outbound campaigns that use the agent assisted voice\n and automated voice delivery modes.

    \n

    Unit: Count

    \n

    Valid groupings and filters: Agent, Campaign, Queue, Routing Profile

    \n

    UI name: Average dials per minute\n

    \n
    \n
    AVG_FLOW_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows\n resource ID, Initiation method, Resource published timestamp

    \n

    UI name: Average flow time\n

    \n
    \n
    AVG_GREETING_TIME_AGENT
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average agent greeting time\n

    \n
    \n
    AVG_HANDLE_TIME
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Average handle time\n

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_HOLD_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average customer hold time\n

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_HOLD_TIME_ALL_CONTACTS
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average customer hold time all contacts\n

    \n
    \n
    AVG_HOLDS
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average holds\n

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_INTERACTION_AND_HOLD_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average agent interaction and customer hold time\n

    \n
    \n
    AVG_INTERACTION_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid metric filter key: INITIATION_METHOD\n

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average agent interaction time\n

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_INTERRUPTIONS_AGENT
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average agent interruptions\n

    \n
    \n
    AVG_INTERRUPTION_TIME_AGENT
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average agent interruption time\n

    \n
    \n
    AVG_NON_TALK_TIME
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average non-talk time\n

    \n
    \n
    AVG_QUEUE_ANSWER_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average queue answer time\n

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    AVG_RESOLUTION_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect

    \n

    UI name: Average resolution time\n

    \n
    \n
    AVG_TALK_TIME
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average talk time\n

    \n
    \n
    AVG_TALK_TIME_AGENT
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average agent talk time\n

    \n
    \n
    AVG_TALK_TIME_CUSTOMER
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Average customer talk time\n

    \n
    \n
    AVG_WAIT_TIME_AFTER_CUSTOMER_CONNECTION
    \n
    \n

    This metric is available only for outbound campaigns that use the agent assisted voice\n and automated voice delivery modes.

    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Campaign

    \n

    UI name: Average wait time after customer connection\n

    \n
    \n
    BOT_CONVERSATIONS_COMPLETED
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot\n version, Bot locale, Flows resource ID, Flows module resource ID, Flow type, Flow action ID,\n Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows\n resource ID

    \n

    UI name: Bot\n conversations\n

    \n
    \n
    BOT_INTENTS_COMPLETED
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot\n version, Bot locale, Bot intent name, Flows resource ID, Flows module resource ID, Flow type,\n Flow action ID, Invoking resource published timestamp, Initiation method, Invoking resource\n type, Parent flows resource ID

    \n

    UI name: Bot intents\n completed\n

    \n
    \n
    CAMPAIGN_CONTACTS_ABANDONED_AFTER_X
    \n
    \n

    This metric is available only for outbound campaigns using the agent assisted voice and\n automated voice delivery modes.

    \n

    Unit: Count

    \n

    Valid groupings and filters: Agent, Campaign

    \n

    Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter GT (for\n Greater than).

    \n

    UI name: Campaign contacts abandoned after X\n

    \n
    \n
    CAMPAIGN_CONTACTS_ABANDONED_AFTER_X_RATE
    \n
    \n

    This metric is available only for outbound campaigns using the agent assisted voice and\n automated voice delivery modes.

    \n

    Unit: Percent

    \n

    Valid groupings and filters: Agent, Campaign

    \n

    Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you must enter GT (for\n Greater than).

    \n

    UI name: Campaign contacts abandoned after X rate\n

    \n
    \n
    CAMPAIGN_INTERACTIONS
    \n
    \n

    This metric is available only for outbound campaigns using the email delivery mode.

    \n

    Unit: Count

    \n

    Valid metric filter key: CAMPAIGN_INTERACTION_EVENT_TYPE

    \n

    Valid groupings and filters: Campaign

    \n

    UI name: Campaign interactions\n

    \n
    \n
    CAMPAIGN_SEND_ATTEMPTS
    \n
    \n

    This metric is available only for outbound campaigns.

    \n

    Unit: Count

    \n

    Valid groupings and filters: Campaign, Channel, contact/segmentAttributes/connect:Subtype

    \n

    UI name: Campaign send attempts\n

    \n
    \n
    CASES_CREATED
    \n
    \n

    Unit: Count

    \n

    Required filter key: CASE_TEMPLATE_ARN

    \n

    Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

    \n

    UI name: Cases created\n

    \n
    \n
    CONTACTS_CREATED
    \n
    \n

    Unit: Count

    \n

    Valid metric filter key: INITIATION_METHOD\n

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Contacts created\n

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    CONTACTS_HANDLED
    \n
    \n

    Unit: Count

    \n

    Valid metric filter key: INITIATION_METHOD,\n DISCONNECT_REASON\n

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect

    \n

    UI name: API contacts handled\n

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    CONTACTS_HANDLED_BY_CONNECTED_TO_AGENT
    \n
    \n

    Unit: Count

    \n

    Valid metric filter key: INITIATION_METHOD\n

    \n

    Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Contacts handled (connected to agent timestamp)\n

    \n
    \n
    CONTACTS_HOLD_ABANDONS
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Contacts hold disconnect\n

    \n
    \n
    CONTACTS_ON_HOLD_AGENT_DISCONNECT
    \n
    \n

    Unit: Count

    \n

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

    \n

    UI name: Contacts hold agent disconnect\n

    \n
    \n
    CONTACTS_ON_HOLD_CUSTOMER_DISCONNECT
    \n
    \n

    Unit: Count

    \n

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

    \n

    UI name: Contacts hold customer disconnect\n

    \n
    \n
    CONTACTS_PUT_ON_HOLD
    \n
    \n

    Unit: Count

    \n

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

    \n

    UI name: Contacts put on hold\n

    \n
    \n
    CONTACTS_TRANSFERRED_OUT_EXTERNAL
    \n
    \n

    Unit: Count

    \n

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

    \n

    UI name: Contacts transferred out external\n

    \n
    \n
    CONTACTS_TRANSFERRED_OUT_INTERNAL
    \n
    \n

    Unit: Percent

    \n

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

    \n

    UI name: Contacts transferred out internal\n

    \n
    \n
    CONTACTS_QUEUED
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Contacts queued\n

    \n
    \n
    CONTACTS_QUEUED_BY_ENQUEUE
    \n
    \n

    Unit: Count

    \n

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

    \n

    UI name: Contacts queued (enqueue timestamp)\n

    \n
    \n
    CONTACTS_REMOVED_FROM_QUEUE_IN_X
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Q in Connect

    \n

    Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you can use LT (for \"Less\n than\") or LTE (for \"Less than equal\").

    \n

    UI name: Contacts removed from queue in X seconds\n

    \n
    \n
    CONTACTS_RESOLVED_IN_X
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect

    \n

    Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you can use LT (for \"Less\n than\") or LTE (for \"Less than equal\").

    \n

    UI name: Contacts resolved in X\n

    \n
    \n
    CONTACTS_TRANSFERRED_OUT
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Contacts transferred out\n

    \n \n

    Feature is a valid filter but not a valid grouping.

    \n     \n
    \n
    CONTACTS_TRANSFERRED_OUT_BY_AGENT
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Contacts transferred out by agent\n

    \n
    \n
    CONTACTS_TRANSFERRED_OUT_FROM_QUEUE
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Contacts transferred out queue\n

    \n
    \n
    CURRENT_CASES
    \n
    \n

    Unit: Count

    \n

    Required filter key: CASE_TEMPLATE_ARN

    \n

    Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

    \n

    UI name: Current cases\n

    \n
    \n
    DELIVERY_ATTEMPTS
    \n
    \n

    This metric is available only for outbound campaigns.

    \n

    Unit: Count

    \n

    Valid metric filter key: ANSWERING_MACHINE_DETECTION_STATUS,\n CAMPAIGN_DELIVERY_EVENT_TYPE, DISCONNECT_REASON\n

    \n

    Valid groupings and filters: Agent, Answering Machine Detection Status, Campaign, Campaign Delivery\n EventType, Channel, contact/segmentAttributes/connect:Subtype, Disconnect Reason, Queue,\n Routing Profile

    \n

    UI name: Delivery attempts\n

    \n \n

    Campaign Delivery EventType filter and grouping are only available for SMS and Email\n campaign delivery modes. Agent, Queue, Routing Profile, Answering Machine Detection Status\n and Disconnect Reason are only available for agent assisted voice and automated voice\n delivery modes.

    \n     \n
    \n
    DELIVERY_ATTEMPT_DISPOSITION_RATE
    \n
    \n

    This metric is available only for outbound campaigns. Dispositions for the agent assisted\n voice and automated voice delivery modes are only available with answering machine detection\n enabled.

    \n

    Unit: Percent

    \n

    Valid metric filter key: ANSWERING_MACHINE_DETECTION_STATUS,\n CAMPAIGN_DELIVERY_EVENT_TYPE, DISCONNECT_REASON\n

    \n

    Valid groupings and filters: Agent, Answering Machine Detection Status, Campaign, Channel,\n contact/segmentAttributes/connect:Subtype, Disconnect Reason, Queue, Routing Profile

    \n

    UI name: Delivery attempt disposition rate\n

    \n \n

    Campaign Delivery Event Type filter and grouping are only available for SMS and Email\n campaign delivery modes. Agent, Queue, Routing Profile, Answering Machine Detection Status\n and Disconnect Reason are only available for agent assisted voice and automated voice\n delivery modes.

    \n     \n
    \n
    FLOWS_OUTCOME
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows\n resource ID, Initiation method, Resource published timestamp

    \n

    UI name: Flows outcome\n

    \n
    \n
    FLOWS_STARTED
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows resource ID, Initiation method, Resource published timestamp

    \n

    UI name: Flows started\n

    \n
    \n
    HUMAN_ANSWERED_CALLS
    \n
    \n

    This metric is available only for outbound campaigns. Dispositions for the agent assisted\n voice and automated voice delivery modes are only available with answering machine detection\n enabled.

    \n

    Unit: Count

    \n

    Valid groupings and filters: Agent, Campaign

    \n

    UI name: Human answered\n

    \n
    \n
    MAX_FLOW_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows\n resource ID, Initiation method, Resource published timestamp

    \n

    UI name: Maximum flow time\n

    \n
    \n
    MAX_QUEUED_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Maximum queued time\n

    \n
    \n
    MIN_FLOW_TIME
    \n
    \n

    Unit: Seconds

    \n

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows\n resource ID, Initiation method, Resource published timestamp

    \n

    UI name: Minimum flow time\n

    \n
    \n
    PERCENT_BOT_CONVERSATIONS_OUTCOME
    \n
    \n

    Unit: Percent

    \n

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot\n version, Bot locale, Flows resource ID, Flows module resource ID, Flow type, Flow action ID,\n Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows\n resource ID

    \n

    UI name: Percent bot conversations outcome\n

    \n
    \n
    PERCENT_BOT_INTENTS_OUTCOME
    \n
    \n

    Unit: Percent

    \n

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot\n version, Bot locale, Bot intent name, Flows resource ID, Flows module resource ID, Flow type,\n Flow action ID, Invoking resource published timestamp, Initiation method, Invoking resource\n type, Parent flows resource ID

    \n

    UI name: Percent\n bot intents outcome\n

    \n
    \n
    PERCENT_CASES_FIRST_CONTACT_RESOLVED
    \n
    \n

    Unit: Percent

    \n

    Required filter key: CASE_TEMPLATE_ARN

    \n

    Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

    \n

    UI name: Cases resolved on first contact\n

    \n
    \n
    PERCENT_CONTACTS_STEP_EXPIRED
    \n
    \n

    Unit: Percent

    \n

    Valid groupings and filters: Queue, RoutingStepExpression

    \n

    UI name: This metric is available in Real-time Metrics UI but not on the Historical\n Metrics UI.

    \n
    \n
    PERCENT_CONTACTS_STEP_JOINED
    \n
    \n

    Unit: Percent

    \n

    Valid groupings and filters: Queue, RoutingStepExpression

    \n

    UI name: This metric is available in Real-time Metrics UI but not on the Historical\n Metrics UI.

    \n
    \n
    PERCENT_FLOWS_OUTCOME
    \n
    \n

    Unit: Percent

    \n

    Valid metric filter key: FLOWS_OUTCOME_TYPE\n

    \n

    Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module\n resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows\n resource ID, Initiation method, Resource published timestamp

    \n

    UI name: Flows outcome percentage.

    \n \n

    The FLOWS_OUTCOME_TYPE is not a valid grouping.

    \n     \n
    \n
    PERCENT_NON_TALK_TIME
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Percentage

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Non-talk\n time percent\n

    \n
    \n
    PERCENT_TALK_TIME
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Percentage

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Talk time\n percent\n

    \n
    \n
    PERCENT_TALK_TIME_AGENT
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Percentage

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Agent\n talk time percent\n

    \n
    \n
    PERCENT_TALK_TIME_CUSTOMER
    \n
    \n

    This metric is available only for contacts analyzed by Contact Lens conversational\n analytics.

    \n

    Unit: Percentage

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Customer talk time percent\n

    \n
    \n
    REOPENED_CASE_ACTIONS
    \n
    \n

    Unit: Count

    \n

    Required filter key: CASE_TEMPLATE_ARN

    \n

    Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

    \n

    UI name: Cases reopened\n

    \n
    \n
    RESOLVED_CASE_ACTIONS
    \n
    \n

    Unit: Count

    \n

    Required filter key: CASE_TEMPLATE_ARN

    \n

    Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

    \n

    UI name: Cases resolved\n

    \n
    \n
    SERVICE_LEVEL
    \n
    \n

    You can include up to 20 SERVICE_LEVEL metrics in a request.

    \n

    Unit: Percent

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Q in Connect

    \n

    Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you can use LT (for \"Less\n than\") or LTE (for \"Less than equal\").

    \n

    UI name: Service level X\n

    \n
    \n
    STEP_CONTACTS_QUEUED
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, RoutingStepExpression

    \n

    UI name: This metric is available in Real-time Metrics UI but not on the Historical\n Metrics UI.

    \n
    \n
    SUM_AFTER_CONTACT_WORK_TIME
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: After\n contact work time\n

    \n
    \n
    SUM_CONNECTING_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

    Valid metric filter key: INITIATION_METHOD. This metric only supports the\n following filter keys as INITIATION_METHOD: INBOUND |\n OUTBOUND | CALLBACK | API\n

    \n

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

    \n

    UI name: Agent API connecting time\n

    \n \n

    The Negate key in metric-level filters is not applicable for this\n metric.

    \n     \n
    \n
    CONTACTS_ABANDONED
    \n
    \n

    Unit: Count

    \n

    Metric filter:

    \n
      \n
    • \n

      Valid values: API| Incoming | Outbound |\n Transfer | Callback | Queue_Transfer|\n Disconnect\n

      \n
      • \n
    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect

    \n

    UI name: Contact abandoned\n

    \n
    \n
    SUM_CONTACTS_ABANDONED_IN_X
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect

    \n

    Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you can use LT (for \"Less\n than\") or LTE (for \"Less than equal\").

    \n

    UI name: Contacts abandoned in X seconds\n

    \n
    \n
    SUM_CONTACTS_ANSWERED_IN_X
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect

    \n

    Threshold: For ThresholdValue, enter any whole number from 1 to 604800\n (inclusive), in seconds. For Comparison, you can use LT (for \"Less\n than\") or LTE (for \"Less than equal\").

    \n

    UI name: Contacts answered in X seconds\n

    \n
    \n
    SUM_CONTACT_FLOW_TIME
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Contact flow time\n

    \n
    \n
    SUM_CONTACT_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Agent on contact time\n

    \n
    \n
    SUM_CONTACTS_DISCONNECTED
    \n
    \n

    Valid metric filter key: DISCONNECT_REASON\n

    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,\n contact/segmentAttributes/connect:Subtype, Q in Connect

    \n

    UI name: Contact disconnected\n

    \n
    \n
    SUM_ERROR_STATUS_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Error status time\n

    \n
    \n
    SUM_HANDLE_TIME
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Contact handle time\n

    \n
    \n
    SUM_HOLD_TIME
    \n
    \n

    Unit: Count

    \n

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

    \n

    UI name: Customer hold time\n

    \n
    \n
    SUM_IDLE_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Agent idle time\n

    \n
    \n
    SUM_INTERACTION_AND_HOLD_TIME
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Agent interaction and hold time\n

    \n
    \n
    SUM_INTERACTION_TIME
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Agent interaction time\n

    \n
    \n
    SUM_NON_PRODUCTIVE_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Non-Productive Time\n

    \n
    \n
    SUM_ONLINE_TIME_AGENT
    \n
    \n

    Unit: Seconds

    \n

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

    \n

    UI name: Online time\n

    \n
    \n
    SUM_RETRY_CALLBACK_ATTEMPTS
    \n
    \n

    Unit: Count

    \n

    Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,\n Q in Connect

    \n

    UI name: Callback attempts\n

    \n
    \n
    ", "smithy.api#required": {} } }, @@ -19691,7 +19726,7 @@ } ], "traits": { - "smithy.api#documentation": "

    Imports a claimed phone number from an external service, such as Amazon Pinpoint, into an\n Amazon Connect instance. You can call this API only in the same Amazon Web Services Region\n where the Amazon Connect instance was created.

    \n \n

    Call the DescribePhoneNumber API\n to verify the status of a previous ImportPhoneNumber operation.

    \n     \n

    If you plan to claim or import numbers and then release numbers frequently, contact us for a\n service quota exception. Otherwise, it is possible you will be blocked from claiming and\n releasing any more numbers until up to 180 days past the oldest number released has expired.

    \n

    By default you can claim or import and then release up to 200% of your maximum number of\n active phone numbers. If you claim or import and then release phone numbers using the UI or API\n during a rolling 180 day cycle that exceeds 200% of your phone number service level quota, you\n will be blocked from claiming or importing any more numbers until 180 days past the oldest number\n released has expired.

    \n

    For example, if you already have 99 claimed or imported numbers and a service level quota of\n 99 phone numbers, and in any 180 day period you release 99, claim 99, and then release 99, you\n will have exceeded the 200% limit. At that point you are blocked from claiming any more numbers\n until you open an Amazon Web Services Support ticket.

    ", + "smithy.api#documentation": "

    Imports a claimed phone number from an external service, such as Amazon Web Services End User Messaging, into an\n Amazon Connect instance. You can call this API only in the same Amazon Web Services Region\n where the Amazon Connect instance was created.

    \n \n

    Call the DescribePhoneNumber API\n to verify the status of a previous ImportPhoneNumber operation.

    \n     \n

    If you plan to claim or import numbers and then release numbers frequently, contact us for a\n service quota exception. Otherwise, it is possible you will be blocked from claiming and\n releasing any more numbers until up to 180 days past the oldest number released has expired.

    \n

    By default you can claim or import and then release up to 200% of your maximum number of\n active phone numbers. If you claim or import and then release phone numbers using the UI or API\n during a rolling 180 day cycle that exceeds 200% of your phone number service level quota, you\n will be blocked from claiming or importing any more numbers until 180 days past the oldest number\n released has expired.

    \n

    For example, if you already have 99 claimed or imported numbers and a service level quota of\n 99 phone numbers, and in any 180 day period you release 99, claim 99, and then release 99, you\n will have exceeded the 200% limit. At that point you are blocked from claiming any more numbers\n until you open an Amazon Web Services Support ticket.

    ", "smithy.api#http": { "method": "POST", "uri": "/phone-number/import", @@ -19712,7 +19747,7 @@ "SourcePhoneNumberArn": { "target": "com.amazonaws.connect#ARN", "traits": { - "smithy.api#documentation": "

    The claimed phone number ARN being imported from the external service, such as Amazon Pinpoint. If it is from Amazon Pinpoint, it looks like the ARN of the phone number to\n import from Amazon Pinpoint.

    ", + "smithy.api#documentation": "

    The claimed phone number ARN being imported from the external service, such as Amazon Web Services End User Messaging. If it is from Amazon Web Services End User Messaging, it looks like the ARN of the phone number to\n import from Amazon Web Services End User Messaging.

    ", "smithy.api#required": {} } }, @@ -20504,6 +20539,18 @@ "traits": { "smithy.api#enumValue": "SES_IDENTITY" } + }, + "ANALYTICS_CONNECTOR": { + "target": "smithy.api#Unit", + "traits": { + "smithy.api#enumValue": "ANALYTICS_CONNECTOR" + } + }, + "CALL_TRANSFER_CONNECTOR": { + "target": "smithy.api#Unit", + "traits": { + "smithy.api#enumValue": "CALL_TRANSFER_CONNECTOR" + } } } }, @@ -20698,6 +20745,17 @@ "target": "com.amazonaws.connect#IpCidr" } }, + "com.amazonaws.connect#IvrRecordingTrack": { + "type": "enum", + "members": { + "ALL": { + "target": "smithy.api#Unit", + "traits": { + "smithy.api#enumValue": "ALL" + } + } + } + }, "com.amazonaws.connect#JoinToken": { "type": "string", "traits": { @@ -22240,6 +22298,12 @@ "com.amazonaws.connect#ListFlowAssociationResourceType": { "type": "enum", "members": { + "WHATSAPP_MESSAGING_PHONE_NUMBER": { + "target": "smithy.api#Unit", + "traits": { + "smithy.api#enumValue": "WHATSAPP_MESSAGING_PHONE_NUMBER" + } + }, "VOICE_PHONE_NUMBER": { "target": "smithy.api#Unit", "traits": { @@ -22257,6 +22321,12 @@ "traits": { "smithy.api#enumValue": "OUTBOUND_EMAIL" } + }, + "ANALYTICS_CONNECTOR": { + "target": "smithy.api#Unit", + "traits": { + "smithy.api#enumValue": "ANALYTICS_CONNECTOR" + } } } }, @@ -23150,7 +23220,7 @@ "SourcePhoneNumberArn": { "target": "com.amazonaws.connect#ARN", "traits": { - "smithy.api#documentation": "

    The claimed phone number ARN that was previously imported from the external service, such as\n Amazon Pinpoint. If it is from Amazon Pinpoint, it looks like the ARN of the phone number\n that was imported from Amazon Pinpoint.

    " + "smithy.api#documentation": "

    The claimed phone number ARN that was previously imported from the external service, such as\n Amazon Web Services End User Messaging. If it is from Amazon Web Services End User Messaging, it looks like the ARN of the phone number\n that was imported from Amazon Web Services End User Messaging.

    " } } }, @@ -25844,7 +25914,7 @@ "MetricFilterValues": { "target": "com.amazonaws.connect#MetricFilterValueList", "traits": { - "smithy.api#documentation": "

    The values to use for filtering data. Values for metric-level filters can be either a fixed\n set of values or a customized list, depending on the use case.

    \n

    For valid values of metric-level filters INITIATION_METHOD,\n DISCONNECT_REASON, and ANSWERING_MACHINE_DETECTION_STATUS, see ContactTraceRecord in the Amazon Connect Administrator Guide.

    \n

    For valid values of the metric-level filter FLOWS_OUTCOME_TYPE, see the\n description for the Flow outcome metric in the Amazon Connect Administrator\n Guide.

    " + "smithy.api#documentation": "

    The values to use for filtering data. Values for metric-level filters can be either a fixed\n set of values or a customized list, depending on the use case.

    \n

    For valid values of metric-level filters INITIATION_METHOD,\n DISCONNECT_REASON, and ANSWERING_MACHINE_DETECTION_STATUS, see ContactTraceRecord in the Amazon Connect Administrator Guide.

    \n

    For valid values of the metric-level filter FLOWS_OUTCOME_TYPE, see the\n description for the Flow outcome metric in the Amazon Connect Administrator\n Guide.

    \n

    For valid values of the metric-level filter BOT_CONVERSATION_OUTCOME_TYPE, see the\n description for the \n Bot conversations completed\n \n in the Amazon Connect Administrator\n Guide.

    \n

    For valid values of the metric-level filter BOT_INTENT_OUTCOME_TYPE, see the description for\n the \n Bot intents completed\n \n metric in the Amazon Connect Administrator\n Guide.

    " } }, "Negate": { @@ -29399,6 +29469,20 @@ "smithy.api#documentation": "

    If this contact was queued, this contains information about the queue.

    " } }, + "com.amazonaws.connect#QueueInfoInput": { + "type": "structure", + "members": { + "Id": { + "target": "com.amazonaws.connect#QueueId", + "traits": { + "smithy.api#documentation": "

    The identifier of the queue.

    " + } + } + }, + "traits": { + "smithy.api#documentation": "

    Information about a queue.

    " + } + }, "com.amazonaws.connect#QueueMaxContacts": { "type": "integer", "traits": { @@ -31470,6 +31554,12 @@ "smithy.api#documentation": "

    The identifier of the contact. This is the identifier of the contact associated with the\n first interaction with the contact center.

    ", "smithy.api#required": {} } + }, + "ContactRecordingType": { + "target": "com.amazonaws.connect#ContactRecordingType", + "traits": { + "smithy.api#documentation": "

    The type of recording being operated on.

    " + } } }, "traits": { @@ -34521,7 +34611,7 @@ "Arn": { "target": "com.amazonaws.connect#ARN", "traits": { - "smithy.api#documentation": "

    The Amazon Resource Name (ARN) for the secruity profile.

    " + "smithy.api#documentation": "

    The Amazon Resource Name (ARN) for the security profile.

    " } }, "SecurityProfileName": { @@ -34868,7 +34958,7 @@ } ], "traits": { - "smithy.api#documentation": "

    Processes chat integration events from Amazon Web Services or external integrations to\n Amazon Connect. A chat integration event includes:

    \n
      \n
    • \n

      SourceId, DestinationId, and Subtype: a set of identifiers, uniquely representing a\n chat

      \n
      • \n
    • \n

      ChatEvent: details of the chat action to perform such as sending a message, event, or\n disconnecting from a chat

      \n
      • \n
    \n

    When a chat integration event is sent with chat identifiers that do not map to an active\n chat contact, a new chat contact is also created before handling chat action.

    \n

    Access to this API is currently restricted to Amazon Pinpoint for supporting SMS\n integration.

    ", + "smithy.api#documentation": "

    Processes chat integration events from Amazon Web Services or external integrations to\n Amazon Connect. A chat integration event includes:

    \n
      \n
    • \n

      SourceId, DestinationId, and Subtype: a set of identifiers, uniquely representing a\n chat

      \n
      • \n
    • \n

      ChatEvent: details of the chat action to perform such as sending a message, event, or\n disconnecting from a chat

      \n
      • \n
    \n

    When a chat integration event is sent with chat identifiers that do not map to an active\n chat contact, a new chat contact is also created before handling chat action.

    \n

    Access to this API is currently restricted to Amazon Web Services End User Messaging for supporting SMS\n integration.

    ", "smithy.api#http": { "method": "POST", "uri": "/chat-integration-event", @@ -34889,14 +34979,14 @@ "DestinationId": { "target": "com.amazonaws.connect#DestinationId", "traits": { - "smithy.api#documentation": "

    Chat system identifier, used in part to uniquely identify chat. This is associated with the\n Amazon Connect instance and flow to be used to start chats. For SMS, this is the phone\n number destination of inbound SMS messages represented by an Amazon Pinpoint phone number\n ARN.

    ", + "smithy.api#documentation": "

    Chat system identifier, used in part to uniquely identify chat. This is associated with the\n Amazon Connect instance and flow to be used to start chats. For Server Migration Service, this is the phone\n number destination of inbound Server Migration Service messages represented by an Amazon Web Services End User Messaging phone number\n ARN.

    ", "smithy.api#required": {} } }, "Subtype": { "target": "com.amazonaws.connect#Subtype", "traits": { - "smithy.api#documentation": "

    Classification of a channel. This is used in part to uniquely identify chat.

    \n

    Valid value: [\"connect:sms\"]\n

    " + "smithy.api#documentation": "

    Classification of a channel. This is used in part to uniquely identify chat.

    \n

    Valid value: [\"connect:sms\", connect:\"WhatsApp\"]\n

    " } }, "Event": { @@ -36105,7 +36195,7 @@ } ], "traits": { - "smithy.api#documentation": "

    Initiates a new outbound SMS contact to a customer. Response of this API provides the\n ContactId of the outbound SMS contact created.

    \n

    \n SourceEndpoint only supports Endpoints with\n CONNECT_PHONENUMBER_ARN as Type and DestinationEndpoint only supports Endpoints with TELEPHONE_NUMBER as\n Type. ContactFlowId initiates the flow to manage the new SMS\n contact created.

    \n

    This API can be used to initiate outbound SMS contacts for an agent or it can also deflect\n an ongoing contact to an outbound SMS contact by using the StartOutboundChatContact Flow Action.

    \n

    For more information about using SMS in Amazon Connect, see the following topics in the\n Amazon Connect Administrator Guide:

    \n ", + "smithy.api#documentation": "

    Initiates a new outbound SMS contact to a customer. Response of this API provides the\n ContactId of the outbound SMS contact created.

    \n

    \n SourceEndpoint only supports Endpoints with\n CONNECT_PHONENUMBER_ARN as Type and DestinationEndpoint only supports Endpoints with TELEPHONE_NUMBER as\n Type. ContactFlowId initiates the flow to manage the new SMS\n contact created.

    \n

    This API can be used to initiate outbound SMS contacts for an agent, or it can also deflect\n an ongoing contact to an outbound SMS contact by using the StartOutboundChatContact Flow Action.

    \n

    For more information about using SMS in Amazon Connect, see the following topics in the\n Amazon Connect Administrator Guide:

    \n ", "smithy.api#http": { "method": "PUT", "uri": "/contact/outbound-chat", @@ -36948,6 +37038,12 @@ "smithy.api#documentation": "

    The identifier of the contact. This is the identifier of the contact associated with the\n first interaction with the contact center.

    ", "smithy.api#required": {} } + }, + "ContactRecordingType": { + "target": "com.amazonaws.connect#ContactRecordingType", + "traits": { + "smithy.api#documentation": "

    The type of recording being operated on.

    " + } } }, "traits": { @@ -37390,6 +37486,12 @@ "smithy.api#documentation": "

    The identifier of the contact. This is the identifier of the contact associated with the\n first interaction with the contact center.

    ", "smithy.api#required": {} } + }, + "ContactRecordingType": { + "target": "com.amazonaws.connect#ContactRecordingType", + "traits": { + "smithy.api#documentation": "

    The type of recording being operated on.

    " + } } }, "traits": { @@ -37668,7 +37770,7 @@ "key": { "target": "com.amazonaws.connect#TagKey", "traits": { - "smithy.api#documentation": "

    The tag key in the tagSet.

    " + "smithy.api#documentation": "

    The tag key in the TagSet.

    " } }, "value": { @@ -39098,6 +39200,12 @@ "target": "com.amazonaws.connect#UpdateContactResponse" }, "errors": [ + { + "target": "com.amazonaws.connect#AccessDeniedException" + }, + { + "target": "com.amazonaws.connect#ConflictException" + }, { "target": "com.amazonaws.connect#InternalServiceException" }, @@ -39729,6 +39837,30 @@ "traits": { "smithy.api#documentation": "

    A set of system defined key-value pairs stored on individual contact segments (unique\n contact ID) using an attribute map. The attributes are standard Amazon Connect attributes.\n They can be accessed in flows.

    \n

    Attribute keys can include only alphanumeric, -, and _.

    \n

    This field can be used to show channel subtype, such as connect:Guide.

    \n

    Currently Contact Expiry is the only segment attribute which can be updated by using the\n UpdateContact API.

    " } + }, + "QueueInfo": { + "target": "com.amazonaws.connect#QueueInfoInput", + "traits": { + "smithy.api#documentation": "

    Information about the queue associated with a contact. This parameter can only be updated\n for external audio contacts. It is used when you integrate third-party systems with Contact Lens for\n analytics. For more information, see Amazon Connect Contact Lens integration in\n the \n Amazon Connect Administrator Guide.

    " + } + }, + "UserInfo": { + "target": "com.amazonaws.connect#UserInfo", + "traits": { + "smithy.api#documentation": "

    Information about the agent associated with a contact. This parameter can only be updated\n for external audio contacts. It is used when you integrate third-party systems with Contact Lens for\n analytics. For more information, see Amazon Connect Contact Lens integration in\n the \n Amazon Connect Administrator Guide.

    " + } + }, + "CustomerEndpoint": { + "target": "com.amazonaws.connect#Endpoint", + "traits": { + "smithy.api#documentation": "

    The endpoint of the customer for which the contact was initiated. For external audio\n contacts, this is usually the end customer's phone number. This value can only be updated for\n external audio contacts. For more information, see Amazon Connect\n Contact Lens integration in the Amazon Connect Administrator Guide.

    " + } + }, + "SystemEndpoint": { + "target": "com.amazonaws.connect#Endpoint", + "traits": { + "smithy.api#documentation": "

    External system endpoint for the contact was initiated. For external audio contacts, this is\n the phone number of the external system such as the contact center. This value can only be\n updated for external audio contacts. For more information, see Amazon Connect\n Contact Lens integration in the Amazon Connect Administrator Guide.

    " + } } }, "traits": { @@ -44446,6 +44578,12 @@ "traits": { "smithy.api#documentation": "

    Identifies which track is being recorded.

    " } + }, + "IvrRecordingTrack": { + "target": "com.amazonaws.connect#IvrRecordingTrack", + "traits": { + "smithy.api#documentation": "

    Identifies which IVR track is being recorded.

    " + } } }, "traits": {