contact_metrics

Creates, updates, deletes, gets or lists a contact_metrics resource.

Overview

Name	contact_metrics
Type	Resource
Id	aws.connect.contact_metrics

Fields

The following fields are returned by SELECT queries:

get_contact_metrics

Name	Datatype	Description
arn	string	The ARN of the contact for which metrics were retrieved.
id	string	The unique identifier of the contact for which metrics were retrieved. This matches the ContactId provided in the request.
metric_results	array	A list of metric results containing the calculated values for each requested metric. Each result includes the metric name and its corresponding value. For example, POSITION_IN_QUEUE returns a numeric value representing the contact's position in queue, and ESTIMATED_WAIT_TIME returns the predicted wait time in seconds.

Methods

The following methods are available for this resource:

Name	Accessible by	Required Params	Optional Params	Description
get_contact_metrics	select	region		Retrieves contact metric data for a specified contact. Use cases Following are common use cases for position in queue and estimated wait time: Customer-Facing Wait Time Announcements - Display or announce the estimated wait time and position in queue to customers before or during their queue experience. Callback Offerings - Offer customers a callback option when the estimated wait time or position in queue exceeds a defined threshold. Queue Routing Decisions - Route incoming contacts to less congested queues by comparing estimated wait time and position in queue across multiple queues. Self-Service Deflection - Redirect customers to self-service options like chatbots or FAQs when estimated wait time is high or position in queue is unfavorable. Important things to know Metrics are only available while the contact is actively in queue. For more information, see the Position in queue metric in the Connect Customer Administrator Guide. Endpoints: See Connect Customer endpoints and quotas.

Parameters

Parameters can be passed in the WHERE clause of a query. Check the Methods section to see which parameters are required or optional for each operation.

Name	Datatype	Description
region	string	AWS region (default: us-east-1)

SELECT examples

get_contact_metrics

Retrieves contact metric data for a specified contact. Use cases Following are common use cases for position in queue and estimated wait time: Customer-Facing Wait Time Announcements - Display or announce the estimated wait time and position in queue to customers before or during their queue experience. Callback Offerings - Offer customers a callback option when the estimated wait time or position in queue exceeds a defined threshold. Queue Routing Decisions - Route incoming contacts to less congested queues by comparing estimated wait time and position in queue across multiple queues. Self-Service Deflection - Redirect customers to self-service options like chatbots or FAQs when estimated wait time is high or position in queue is unfavorable. Important things to know Metrics are only available while the contact is actively in queue. For more information, see the Position in queue metric in the Connect Customer Administrator Guide. Endpoints: See Connect Customer endpoints and quotas.

SELECT
arn,
id,
metric_results
FROM aws.connect.contact_metrics
WHERE region = '{{ region }}' -- required
;