AWS connect documentation change
Summary
Updated links from historical-metrics-definitions.html to metrics-definitions.html across multiple sections, consolidating metric documentation references and updating anchor links
Security assessment
The changes involve documentation restructuring by consolidating metric definitions into a single reference page. There is no evidence of security vulnerability fixes, security incident references, or new security features being documented. The updates appear to be routine maintenance for documentation clarity and organization.
Diff
diff --git a/connect/latest/adminguide/amazon-connect-release-notes.md b/connect/latest/adminguide/amazon-connect-release-notes.md index 03e899ab9..59850ad41 100644 --- a//connect/latest/adminguide/amazon-connect-release-notes.md +++ b//connect/latest/adminguide/amazon-connect-release-notes.md @@ -339 +339 @@ With the Intraday forecast dashboards you can compare intraday forecasts against -This release includes a new metric: [Effective staffing](./historical-metrics-definitions.html#effective-staffing-historical). +This release includes a new metric: [Effective staffing](./metrics-definitions.html#effective-staffing). @@ -509 +509 @@ Following are new historical metrics for outbound campaigns: - * [Average dials per minute](./historical-metrics-definitions.html#average-dials-historical) + * [Average dials per minute](./metrics-definitions.html#average-dials-per-minute) @@ -511 +511 @@ Following are new historical metrics for outbound campaigns: - * [Average wait time after customer connection](./historical-metrics-definitions.html#average-wait-time-historical) + * [Average wait time after customer connection](./metrics-definitions.html#average-wait-time-after-customer-connection) @@ -513 +513 @@ Following are new historical metrics for outbound campaigns: - * [Campaign contacts abandoned after X](./historical-metrics-definitions.html#campaign-contacts-abandoned-historical) + * [Campaign contacts abandoned after X](./metrics-definitions.html#campaign-contacts-abandoned-after-x) @@ -515 +515 @@ Following are new historical metrics for outbound campaigns: - * [Campaign contacts abandoned after X rate](./historical-metrics-definitions.html#campaign-contacts-abandoned-rate-historical) + * [Campaign contacts abandoned after X rate](./metrics-definitions.html#campaign-contacts-abandoned-after-x-rate) @@ -517 +517 @@ Following are new historical metrics for outbound campaigns: - * [Delivery attempts](./historical-metrics-definitions.html#delivery-attempts-historical) + * [Delivery attempts](./metrics-definitions.html#delivery-attempts) @@ -519 +519 @@ Following are new historical metrics for outbound campaigns: - * [Delivery attempt disposition rate](./historical-metrics-definitions.html#delivery-attempt-disposition-rate-historical) + * [Delivery attempt disposition rate](./metrics-definitions.html#delivery-attempt-disposition-rate) @@ -521 +521 @@ Following are new historical metrics for outbound campaigns: - * [Human answered](./historical-metrics-definitions.html#human-answered-historical) + * [Human answered](./metrics-definitions.html#human-answered) @@ -637 +637 @@ You can use the following historical metrics for flows and flow modules to ident - * [Average flow time](./historical-metrics-definitions.html#average-flow-time-historical) + * [Average flow time](./metrics-definitions.html#average-flow-time) @@ -639 +639 @@ You can use the following historical metrics for flows and flow modules to ident - * [Flows started](./historical-metrics-definitions.html#flows-started-historical) + * [Flows started](./metrics-definitions.html#flows-started) @@ -641 +641 @@ You can use the following historical metrics for flows and flow modules to ident - * [Flows outcome](./historical-metrics-definitions.html#flows-outcome-historical) + * [Flows outcome](./metrics-definitions.html#flows-outcome) @@ -643 +643 @@ You can use the following historical metrics for flows and flow modules to ident - * [Flows outcome percentage](./historical-metrics-definitions.html#flows-outcome-percentage-historical) + * [Flows outcome percentage](./metrics-definitions.html#flows-outcome-percentage) @@ -645 +645 @@ You can use the following historical metrics for flows and flow modules to ident - * [Maximum flow time](./historical-metrics-definitions.html#maximum-flow-time-historical) + * [Maximum flow time](./metrics-definitions.html#maximum-flow-time) @@ -647 +647 @@ You can use the following historical metrics for flows and flow modules to ident - * [Minimum flow time](./historical-metrics-definitions.html#minimum-flow-time-historical) + * [Minimum flow time](./metrics-definitions.html#minimum-flow-time) @@ -670 +670 @@ Amazon Connect Contact Lens provides managers with generative AI-powered recomme -The following metrics are available on the **Historical metrics** page in the Amazon Connect admin website. For a description of each metric, see [Historical metrics definitions in Amazon Connect](./historical-metrics-definitions.html). +The following metrics are available on the **Historical metrics** page in the Amazon Connect admin website. For a description of each metric, see [Metric definitions in Amazon Connect](./metrics-definitions.html). @@ -769 +769 @@ Amazon Connect Cases provides the following metrics for case management: - * [Average case resolution time](./historical-metrics-definitions.html#average-case-resolution-time-historical) + * [Average case resolution time](./metrics-definitions.html#average-case-resolution-time) @@ -771 +771 @@ Amazon Connect Cases provides the following metrics for case management: - * [Average contacts per case](./historical-metrics-definitions.html#average-contacts-case-historical) + * [Average contacts per case](./metrics-definitions.html#average-contacts-per-case) @@ -773 +773 @@ Amazon Connect Cases provides the following metrics for case management: - * [Cases created](./historical-metrics-definitions.html#cases-created-historical) + * [Cases created](./metrics-definitions.html#cases-created) @@ -775 +775 @@ Amazon Connect Cases provides the following metrics for case management: - * [Cases reopened](./historical-metrics-definitions.html#cases-reopened-historical) + * [Cases reopened](./metrics-definitions.html#cases-reopened) @@ -777 +777 @@ Amazon Connect Cases provides the following metrics for case management: - * [Cases resolved](./historical-metrics-definitions.html#cases-resolved-historical) + * [Cases resolved](./metrics-definitions.html#cases-resolved) @@ -779 +779 @@ Amazon Connect Cases provides the following metrics for case management: - * [Cases resolved on first contact](./historical-metrics-definitions.html#cases-resolved-first-contact-historical) + * [Cases resolved on first contact](./metrics-definitions.html#cases-resolved-on-first-contact) @@ -781 +781 @@ Amazon Connect Cases provides the following metrics for case management: - * [Current cases](./historical-metrics-definitions.html#current-cases-historical) + * [Current cases](./metrics-definitions.html#current-cases) @@ -866 +866 @@ Amazon Connect Customer Profiles enables contact center managers to create calcu -On the **Real-time metrics** page, you can define custom thresholds for [Contacts abandoned in X seconds](./real-time-metrics-definitions.html#contacts-abandoned-real-time) and [Contacts answered in X seconds](./real-time-metrics-definitions.html#contacts-answered-real-time), where X is a time range that you specify. +On the **Real-time metrics** page, you can define custom thresholds for [Contacts abandoned](./metrics-definitions.html#contacts-abandoned) and [Contacts answered in X seconds](./metrics-definitions.html#contacts-answered-in-x-seconds), where X is a time range that you specify. @@ -939 +939 @@ Added the following agent and contact performance metrics to the [GetMetricDataV - * [After contact work time](./historical-metrics-definitions.html#acw-historical) + * [After contact work time](./metrics-definitions.html#after-contact-work-time) @@ -941 +941 @@ Added the following agent and contact performance metrics to the [GetMetricDataV - * [Agent interaction and hold time](./historical-metrics-definitions.html#agent-interaction-hold-time-historical) + * [Agent interaction and hold time](./metrics-definitions.html#agent-interaction-and-hold-time) @@ -943 +943 @@ Added the following agent and contact performance metrics to the [GetMetricDataV - * [Agent interaction time](./historical-metrics-definitions.html#agent-interaction-time-historical) + * [Agent interaction time](./metrics-definitions.html#agent-interaction-time) @@ -945 +945 @@ Added the following agent and contact performance metrics to the [GetMetricDataV - * [Contact flow time](./historical-metrics-definitions.html#contact-flow-time-historical) + * [Contact flow time](./metrics-definitions.html#contact-flow-time) @@ -947 +947 @@ Added the following agent and contact performance metrics to the [GetMetricDataV - * [Contact handle time](./historical-metrics-definitions.html#contact-handle-time-historical) + * [Contact handle time](./metrics-definitions.html#contact-handle-time) @@ -949 +949 @@ Added the following agent and contact performance metrics to the [GetMetricDataV - * [Contacts hold agent disconnect](./historical-metrics-definitions.html#contacts-hold-agent-disconnect-historical) + * [Contacts hold agent disconnect](./metrics-definitions.html#contacts-hold-agent-disconnect) @@ -951 +951 @@ Added the following agent and contact performance metrics to the [GetMetricDataV - * [Contacts hold customer disconnect](./historical-metrics-definitions.html#contacts-hold-customer-disconnect-historical) + * [Contacts hold customer disconnect ](./metrics-definitions.html#contacts-hold-customer-disconnect) @@ -953 +953 @@ Added the following agent and contact performance metrics to the [GetMetricDataV - * [Contacts put on hold](./historical-metrics-definitions.html#contacts-put-on-hold-historical) + * [Contacts put on hold](./metrics-definitions.html#contacts-put-on-hold) @@ -955 +955 @@ Added the following agent and contact performance metrics to the [GetMetricDataV - * [Customer hold time](./historical-metrics-definitions.html#customer-hold-time-historical) + * [Customer hold time](./metrics-definitions.html#customer-hold-time) @@ -957 +957 @@ Added the following agent and contact performance metrics to the [GetMetricDataV - * [Contacts transferred out external](./historical-metrics-definitions.html#contacts-transferred-out-external-historical) + * [Contacts transferred out external](./metrics-definitions.html#contacts-transferred-out-external) @@ -959 +959 @@ Added the following agent and contact performance metrics to the [GetMetricDataV - * [Contacts transferred out internal](./historical-metrics-definitions.html#contacts-transferred-out-internal-historical) + * [Contacts transferred out internal ](./metrics-definitions.html#contacts-transferred-out-internal) @@ -961 +961 @@ Added the following agent and contact performance metrics to the [GetMetricDataV - * [Agent answer rate](./historical-metrics-definitions.html#agent-answer-rate-historical) + * [Agent answer rate](./metrics-definitions.html#agent-answer-rate) @@ -963 +963 @@ Added the following agent and contact performance metrics to the [GetMetricDataV - * [Agent idle time](./historical-metrics-definitions.html#agent-idle-time-historical) + * [Agent idle time](./metrics-definitions.html#agent-idle-time) @@ -965 +965 @@ Added the following agent and contact performance metrics to the [GetMetricDataV - * [Error status time](./historical-metrics-definitions.html#error-status-time-historical) + * [Error status time](./metrics-definitions.html#error-status-time) @@ -967 +967 @@ Added the following agent and contact performance metrics to the [GetMetricDataV - * [Non-Productive Time](./historical-metrics-definitions.html#npt-historical) + * [Agent non-productive](./metrics-definitions.html#agent-non-productive) @@ -969 +969 @@ Added the following agent and contact performance metrics to the [GetMetricDataV - * [Online time](./historical-metrics-definitions.html#online-time-historical) + * [Online time](./metrics-definitions.html#online-time) @@ -971 +971 @@ Added the following agent and contact performance metrics to the [GetMetricDataV - * [Agent outbound connecting time](./historical-metrics-definitions.html#htm-agent-outbound-connecting-time) + * [Agent outbound connecting time](./metrics-definitions.html#agent-outbound-connecting-time) @@ -973 +973 @@ Added the following agent and contact performance metrics to the [GetMetricDataV - * [Agent on contact time](./historical-metrics-definitions.html#agent-on-contact-time-historical) + * [Agent contact time](./metrics-definitions.html#agent-contact-time) @@ -975 +975 @@ Added the following agent and contact performance metrics to the [GetMetricDataV - * [Non-adherent time](./historical-metrics-definitions.html#non-adherent-time-historical): This metric is available in AWS Regions where Forecasting, capacity planning, and scheduling is available. + * [Non-adherent time](./metrics-definitions.html#non-adherent-time): This metric is available in AWS Regions where Forecasting, capacity planning, and scheduling is available. @@ -1036 +1036 @@ Added `AmazonConnectSynchronizationServiceRolePolicy` service-linked role policy -You can analyze aggregate agent and contact performance using Contact Lens conversational analytics metrics in the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html). The following new metrics were added: **non-talk time percent** , **talk time percent** , **talk time agent percent** , and **talk time customer percent**. For descriptions of these metrics, see [Historical metrics definitions in Amazon Connect](./historical-metrics-definitions.html). +You can analyze aggregate agent and contact performance using Contact Lens conversational analytics metrics in the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html). The following new metrics were added: **non-talk time percent** , **talk time percent** , **talk time agent percent** , and **talk time customer percent**. For descriptions of these metrics, see [Metric definitions in Amazon Connect](./metrics-definitions.html). @@ -1084 +1084 @@ You can create and customize up to 15 communications widgets per Amazon Connect -You can access the trailing 90 days of historical agent and contact metrics (for example, [Service level X](./historical-metrics-definitions.html#service-level-historical), [Average handle time](./historical-metrics-definitions.html#average-handle-time-historical)) by using the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API. You can also make requests spanning up to 35 days with data categorized by customizable time intervals such as 15 minutes, hourly, or weekly. +You can access the trailing 90 days of historical agent and contact metrics (for example, [Service level X](./metrics-definitions.html#service-level), [Average handle time](./metrics-definitions.html#average-handle-time)) by using the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API. You can also make requests spanning up to 35 days with data categorized by customizable time intervals such as 15 minutes, hourly, or weekly. @@ -1088 +1088 @@ In addition, added the following metrics to the `GetMetricDataV2` API. These met - * [Abandonment rate](./historical-metrics-definitions.html#abandonment-rate-historical) + * [Abandonment rate](./metrics-definitions.html#abandonment-rate) @@ -1090 +1090 @@ In addition, added the following metrics to the `GetMetricDataV2` API. These met - * [Agent non-response without customer abandons](./historical-metrics-definitions.html#agent-nonresponse-no-abandon-historical) + * [Agent non-response without customer abandons](./metrics-definitions.html#agent-non-response-without-customer-abandons) @@ -1092 +1092 @@ In addition, added the following metrics to the `GetMetricDataV2` API. These met - * [Average customer hold time all contacts](./historical-metrics-definitions.html#avg-customer-hold-time-all-contacts-historical) + * [Average customer hold time all contacts](./metrics-definitions.html#average-customer-hold-time-all-contacts) @@ -1094 +1094 @@ In addition, added the following metrics to the `GetMetricDataV2` API. These met - * [Average resolution time](./historical-metrics-definitions.html#average-resolution-time-historical) + * [Average resolution time](./metrics-definitions.html#average-resolution-time) @@ -1096 +1096 @@ In addition, added the following metrics to the `GetMetricDataV2` API. These met - * [Contacts resolved in X seconds](./historical-metrics-definitions.html#contacts-resolved-historical) + * [Contacts resolved in X seconds](./metrics-definitions.html#contacts-resolved) @@ -1299 +1299 @@ Case assignment helps organizations reduce the time to resolve customer issues b -You can analyze aggregate agent and contact performance using Contact Lens Conversational Analytics metrics in the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API. The list of metrics include Average contact duration, Average conversation duration, Average greeting time agent, Average holds, Average interruptions agent, Average interruption time agent, Average non-talk time, Average talk time, Average talk time agent, and Average talk time customer. For more information, see [Historical metrics definitions in Amazon Connect](./historical-metrics-definitions.html) and [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html). +You can analyze aggregate agent and contact performance using Contact Lens Conversational Analytics metrics in the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API. The list of metrics include Average contact duration, Average conversation duration, Average greeting time agent, Average holds, Average interruptions agent, Average interruption time agent, Average non-talk time, Average talk time, Average talk time agent, and Average talk time customer. For more information, see [Metric definitions in Amazon Connect](./metrics-definitions.html) and [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html). @@ -1468 +1468 @@ With a panel template, you can present customers with up to 10 choices under one -Added the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API to the _Amazon Connect API Reference Guide_. This API enables you to programmatically access trailing 14 days of historical agent and contact metrics data. It extends the capabilities of the [GetMetricData](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricData.html) API, provides new [historical metrics](https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html) (for example, the number of [contacts disconnected](https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-disconnected-historical), and the number of [callback attempts](https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#callback-attempts-historical)), and provides the ability to filter metrics with more granularity. +Added the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API to the _Amazon Connect API Reference Guide_. This API enables you to programmatically access trailing 14 days of historical agent and contact metrics data. It extends the capabilities of the [GetMetricData](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricData.html) API, provides new [historical metrics](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html) (for example, the number of [contacts disconnected](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html#contacts-disconnected), and the number of [callback attempts](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html#callback-attempts)), and provides the ability to filter metrics with more granularity. @@ -1804 +1804 @@ You can now filter the agent table on the Real-Time Metrics page by agent. This -We are upgrading the existing [Contacts transferred in](./historical-metrics-definitions.html#contacts-transferred-in-historical) and [Contacts transferred out](./historical-metrics-definitions.html#contacts-transferred-out-historical) historical metrics to have consistent definitions. We are adding [Contacts transferred in by agent](./historical-metrics-definitions.html#contacts-transferred-in-by-agent-historical) and [Contacts transferred out by agent](./historical-metrics-definitions.html#contacts-transferred-out-by-agent-historical) for more granular contact transferred related metrics. +We upgraded the existing [Contacts transferred in](./metrics-definitions.html#contacts-transferred-in) and [Contacts transferred out](./metrics-definitions.html#contacts-transferred-out) metrics to have consistent definitions. We added [Contacts transferred in by agent](./metrics-definitions.html#contacts-transferred-in-by-agent) and [Contacts transferred out by agent](./metrics-definitions.html#contacts-transferred-out-by-agent) for more granular contact transferred related metrics. @@ -1985 +1985 @@ Additionally, the queues and routing profiles table are sorted by agents online -Added following new historical metrics: **Contacts transferred in by agent** and **Contacts transferred out by agent**. Added new real-time metrics: **Transferred in by agent** and **Transferred out by agent**. For more information, see [Historical metrics definitions](https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html) and [Real-time metrics definitions](https://docs.aws.amazon.com/connect/latest/adminguide/real-time-metrics-definitions.html). +Added following new historical metrics: **Contacts transferred in by agent** and **Contacts transferred out by agent**. Added new real-time metrics: **Transferred in by agent** and **Transferred out by agent**. For more information, see [Metrics definitions](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html). @@ -2208 +2208 @@ Chat contacts created through disconnect flows no longer increment the following - * [Contact flow time](./historical-metrics-definitions.html#contact-flow-time-historical) + * [Contact flow time](./metrics-definitions.html#contact-flow-time) @@ -2210 +2210 @@ Chat contacts created through disconnect flows no longer increment the following - * [Contacts incoming](./historical-metrics-definitions.html#contacts-incoming-historical) + * [Contacts incoming](./metrics-definitions.html#contacts-incoming) @@ -2212 +2212 @@ Chat contacts created through disconnect flows no longer increment the following - * [Contacts handled incoming](./historical-metrics-definitions.html#contacts-handled-incoming-historical) + * [Contacts handled incoming](./metrics-definitions.html#contacts-handled-incoming) @@ -2214 +2214 @@ Chat contacts created through disconnect flows no longer increment the following - * [Contacts transferred in](./historical-metrics-definitions.html#contacts-transferred-in-historical) + * [Contacts transferred in](./metrics-definitions.html#contacts-transferred-in) @@ -2576 +2576 @@ The following updates were released in October 2020: - * [Avg callback connecting time](./real-time-metrics-definitions.html#rtm-avg-callback-connecting-time) + * [Average agent callback connecting time](./metrics-definitions.html#average-agent-callback-connecting-time) @@ -2578 +2578 @@ The following updates were released in October 2020: - * [Avg incoming connecting time](./real-time-metrics-definitions.html#rtm-avg-incoming-connecting-time) + * [Average agent incoming connecting time](./metrics-definitions.html#average-agent-incoming-connecting-time) @@ -2580 +2580 @@ The following updates were released in October 2020: - * [Avg outbound connecting time](./real-time-metrics-definitions.html#rtm-avg-outbound-connecting-time) + * [Average agent outbound connecting time](./metrics-definitions.html#average-agent-outbound-connecting-time) @@ -2584 +2584 @@ Released the following historical metrics: - * [Agent API connecting time](./historical-metrics-definitions.html#htm-agent-api-connecting-time) + * [Agent API connecting time](./metrics-definitions.html#agent-api-connecting-time) @@ -2586 +2586 @@ Released the following historical metrics: - * [Agent callback connecting time](./historical-metrics-definitions.html#htm-agent-callback-connecting-time) + * [Agent callback connecting time](./metrics-definitions.html#agent-callback-connecting-time) @@ -2588 +2588 @@ Released the following historical metrics: - * [Agent incoming connecting time](./historical-metrics-definitions.html#htm-agent-incoming-connecting-time) + * [Agent incoming connecting time](./metrics-definitions.html#agent-incoming-connecting-time) @@ -2590 +2590 @@ Released the following historical metrics: - * [Agent outbound connecting time](./historical-metrics-definitions.html#htm-agent-outbound-connecting-time) + * [Agent outbound connecting time](./metrics-definitions.html#agent-outbound-connecting-time) @@ -2592 +2592 @@ Released the following historical metrics: - * [Average agent API connecting time](./historical-metrics-definitions.html#htm-avg-agent-api-connecting-time) + * [Average agent API connecting time](./metrics-definitions.html#average-agent-api-connecting-time) @@ -2594 +2594 @@ Released the following historical metrics: