AWS connect documentation change
Summary
Enhanced documentation for case management metrics by adding detailed sections including metric types, API access methods, calculation logic, usage notes, and data availability dates
Security assessment
The changes improve metric documentation clarity and technical details but contain no references to security vulnerabilities, access controls, encryption, or security features. Updates focus on usage instructions and metric behavior rather than security aspects.
Diff
diff --git a/connect/latest/adminguide/case-management-metrics.md b/connect/latest/adminguide/case-management-metrics.md index f58095b19..96092b011 100644 --- a//connect/latest/adminguide/case-management-metrics.md +++ b//connect/latest/adminguide/case-management-metrics.md @@ -13 +13,16 @@ The following case driven metrics are available on the Historical metrics report -The average amount of time spent to resolve a case during the provided time interval. +This metric measures the average amount of time spent to resolve a case during the provided time interval. + +**Metric type** : String (_hh:mm:ss_) + +**Metric category** : Case driven metric + +**How to access using the Amazon Connect API** : + + * [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `AVG_CASE_RESOLUTION_TIME` + + + + +**How to access using the Amazon Connect admin website** : + + * Historical metrics reports: Average Case Resolution Time @@ -15 +29,0 @@ The average amount of time spent to resolve a case during the provided time inte -In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API, this metric can be retrieved by using `AVG_CASE_RESOLUTION_TIME`. @@ -17 +30,0 @@ In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference -Type: String (_hh:mm:ss_) @@ -19 +31,0 @@ Type: String (_hh:mm:ss_) -Category: Case driven metric @@ -23 +35,16 @@ Category: Case driven metric -The average number of contacts (calls, chat, tasks, and email) for cases created during the provided time interval. +This metric measures the average number of contacts (calls, chat, tasks, and email) for cases created during the provided time interval. + +**Metric type** : String + +**Metric category** : Case driven metric + +**How to access using the Amazon Connect API** : + + * [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `AVG_CASE_RELATED_CONTACTS` + + + + +**How to access using the Amazon Connect admin website** : + + * Historical metrics reports: Average Case Related Contacts @@ -25 +51,0 @@ The average number of contacts (calls, chat, tasks, and email) for cases created -In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API, this metric can be retrieved by using `AVG_CASE_RELATED_CONTACTS`. @@ -27 +52,0 @@ In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference -Type: String @@ -29 +53,0 @@ Type: String -Category: Case driven metric @@ -33 +57,40 @@ Category: Case driven metric -The count of all cases created. +This metric counts all the cases created. + +**Metric type** : Integer + +**Metric category** : Case driven metric + +**How to access using the Amazon Connect API** : + + * [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `CASES_CREATED` + + + + +**How to access using the Amazon Connect admin website** : + + * Historical metrics reports: Cases Created + + + + +**Calculation logic** : + + * Check case_create_time createdDataTime present? + + * Return count = 1 for each case, or null if not present. + + + + +**Notes** : + + * Uses SUM statistic for aggregation. + + * Counts each case creation event. + + * Returns null if creation timestamp is not present. + + * Can be filtered by case template and status. + + * Data for this metric is available starting from January 26, 2024 0:00:00 GMT. @@ -35 +97,0 @@ The count of all cases created. -In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API, this metric can be retrieved by using `CASES_CREATED`. @@ -37 +98,0 @@ In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference -Type: Integer @@ -39 +99,0 @@ Type: Integer -Category: Case driven metric @@ -43 +103,40 @@ Category: Case driven metric -The number of times cases have been reopened. +This metric measures the number of times cases have been reopened. + +**Metric type** : Integer + +**Metric category** : Case driven metric + +**How to access using the Amazon Connect API** : + + * [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `REOPENED_CASE_ACTIONS` + + + + +**How to access using the Amazon Connect admin website** : + + * Historical metrics reports: Reopen Case Actions Performed + + + + +**Calculation logic** : + + * Check case_reopened_time lastReopenedDateTime present? + + * Return count = 1 for each reopened case. + + + + +**Notes** : + + * Uses SUM statistic for aggregation. + + * Counts each reopen action. + + * Returns null if reopen timestamp is not present. + + * Can be filtered by case template and status. + + * Data for this metric is available starting from January 26, 2024 0:00:00 GMT. @@ -45 +143,0 @@ The number of times cases have been reopened. -In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API, this metric can be retrieved by using `REOPENED_CASE_ACTIONS`. @@ -47 +144,0 @@ In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference -Type: Integer @@ -49 +145,0 @@ Type: Integer -Category: Case driven metric @@ -53 +149,40 @@ Category: Case driven metric -The number of times cases have been resolved. +This metric measures the number of times cases have been resolved. + +**Metric type** : Integer + +**Metric category** : Case driven metric + +**How to access using the Amazon Connect API** : + + * [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `RESOLVED_CASE_ACTIONS` + + + + +**How to access using the Amazon Connect admin website** : + + * Historical metrics reports: Resolve Case Actions Performed + + + + +**Calculation logic** : + + * Check case_resolved_time lastCloseDateTime present? + + * Return count = 1 for each resolved case. + + + + +**Notes** : + + * Uses SUM statistic for aggregation. + + * Counts each resolution action. + + * Returns null if resolution timestamp is not present. + + * Can be filtered by case template and status. + + * Data for this metric is available starting from January 26, 2024 0:00:00 GMT. @@ -55 +189,0 @@ The number of times cases have been resolved. -In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API, this metric can be retrieved by using `RESOLVED_CASE_ACTIONS`. @@ -57 +190,0 @@ In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference -Type: Integer @@ -59 +191,0 @@ Type: Integer -Category: Case driven metric @@ -63 +195,26 @@ Category: Case driven metric -The percent of cases that were resolved on the first contact (only including calls, chats, or email). Cases that have been reopened and subsequently closed in the specified interval will contribute to this metric. If cases are reopened but not closed in the specified interval it will not contribute to this metric. +This metric measures the percent of cases that were resolved on the first contact (only including calls, chats, or email). Cases that have been reopened and subsequently closed in the specified interval will contribute to this metric. If cases are reopened but not closed in the specified interval it will not contribute to this metric. +