AWS connect documentation change
Summary
Combined historical and real-time metrics definitions into one topic and updated all related links to point to the new consolidated metrics-definitions.html page
Security assessment
This change consolidates documentation structure but does not address security vulnerabilities or introduce security features. The updates are purely organizational.
Diff
diff --git a/connect/latest/adminguide/doc-history.md b/connect/latest/adminguide/doc-history.md index 1f581dc97..006502be1 100644 --- a//connect/latest/adminguide/doc-history.md +++ b//connect/latest/adminguide/doc-history.md @@ -12,0 +13 @@ Change| Description| Date +Combined historical and real-time metrics definitions into one topic| Combined two topics and applied a new format to the definitions. For more information, see [Metrics definitions](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html). | April 21, 2025 @@ -60 +61 @@ Proactive outbound engagement in the Amazon Connect admin website| Amazon Connec -Intraday forecast dashboards| With the Intraday forecast dashboards you can compare intraday forecasts against previously published forecasts, review projected daily performance, and receive predictions for effective staffing, all available within the Amazon Connect Contact Lens dashboards. With intraday forecasts, you receive updates every 15 minutes with predictions for rest-of-day contact volumes, average queue answer time, average handle time, and, now, [effective staffing](https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#effective-staffing-historical). For more information, see [Intraday forecast performance dashboard](https://docs.aws.amazon.com/connect/latest/adminguide/intraday-forecast-performance-dashboard.html).| December 1, 2024 +Intraday forecast dashboards| With the Intraday forecast dashboards you can compare intraday forecasts against previously published forecasts, review projected daily performance, and receive predictions for effective staffing, all available within the Amazon Connect Contact Lens dashboards. With intraday forecasts, you receive updates every 15 minutes with predictions for rest-of-day contact volumes, average queue answer time, average handle time, and, now, [effective staffing](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html#effective-staffing). For more information, see [Intraday forecast performance dashboard](https://docs.aws.amazon.com/connect/latest/adminguide/intraday-forecast-performance-dashboard.html).| December 1, 2024 @@ -119,2 +120,2 @@ Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy| -New flow and flow module analytics| Added the following historical metrics for flows and flow modules: Average flow time, Flows started, Flows outcome, Flows outcome percentage, Maximum flow time, and Minimum flow time. For a description of each metric, see [Historical metrics definitions](https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html). Added the flows dashboard. Added the ability to create a rule when a flow or flow module breaches a rule you define.| May 15, 2024 -New metrics available on the Historical metrics page| The following metrics are available on the **Historical metrics** page in the Amazon Connect admin website: Abandonment rate, Agent non-response without customer abandons, Average contact duration, Average conversation duration, Average customer hold time all contacts, Average agent greeting time, Average agent interruptions, Average holds, Average agent interruption time, Average non-talk time, Average resolution time, Average talk time, Average agent talk time, Average customer talk time, Agent talk time percent, Customer talk time percent, Talk time percent, Non-talk time percent, Contacts handled (connected to agent timestamp), Contacts queued (enqueue timestamp), Callback attempts, Contacts abandoned in X, Contacts answered in X, Contacts resolved in X. For a description of each metric, see [Historical metrics definitions](https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html). | May 2, 2024 +New flow and flow module analytics| Added the following historical metrics for flows and flow modules: Average flow time, Flows started, Flows outcome, Flows outcome percentage, Maximum flow time, and Minimum flow time. For a description of each metric, see [Historical metrics definitions](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html). Added the flows dashboard. Added the ability to create a rule when a flow or flow module breaches a rule you define.| May 15, 2024 +New metrics available on the Historical metrics page| The following metrics are available on the **Historical metrics** page in the Amazon Connect admin website: Abandonment rate, Agent non-response without customer abandons, Average contact duration, Average conversation duration, Average customer hold time all contacts, Average agent greeting time, Average agent interruptions, Average holds, Average agent interruption time, Average non-talk time, Average resolution time, Average talk time, Average agent talk time, Average customer talk time, Agent talk time percent, Customer talk time percent, Talk time percent, Non-talk time percent, Contacts handled (connected to agent timestamp), Contacts queued (enqueue timestamp), Callback attempts, Contacts abandoned in X, Contacts answered in X, Contacts resolved in X. For a description of each metric, see [Historical metrics definitions](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html). | May 2, 2024 @@ -124 +125 @@ GA for generative AI-powered post-contact summaries| Released generative AI-powe -Historical metrics for case management| Amazon Connect Cases provides the following metrics for case management: [Average case resolution time](https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-case-resolution-time-historical), [Average contacts per case](https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-contacts-case-historical), [Cases created](https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-created-historical), [Cases reopened](https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-reopened-historical), [Cases resolved](https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-resolved-historical), [Cases resolved on first contact](https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-resolved-first-contact-historical), [Current cases](https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#current-cases-historical). | February 29, 2024 +Historical metrics for case management| Amazon Connect Cases provides the following metrics for case management: [Average case resolution time](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html#average-case-resolution-time), [Average contacts per case](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html#average-contacts-per-casel), [Cases created](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html#cases-created), [Cases reopened](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html#cases-reopened), [Cases resolved](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html#cases-resolved), [Cases resolved on first contact](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html#cases-resolved-on-first-contact), [Current cases](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html#current-cases). | February 29, 2024 @@ -137 +138 @@ More granular billing reports| Apply contact tags to obtain more detailed billin -New metrics: Contacts Answered/Abandoned in X| On the **Real-time metrics** page, you can define custom thresholds for [Contacts abandoned in X](https://docs.aws.amazon.com/connect/latest/adminguide/real-time-metrics-definitions.html#contacts-abandoned-real-time) and [Contacts answered in X](https://docs.aws.amazon.com/connect/latest/adminguide/real-time-metrics-definitions.html#contacts-answered-real-time), where X is a time range that you specify. | December 4, 2023 +New metrics: Contacts Answered/Abandoned in X| On the **Real-time metrics** page, you can define custom thresholds for [Contacts abandoned in X](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html#contacts-abandoned-real-time) and [Contacts answered in X](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html#contacts-answered-in-x-seconds), where X is a time range that you specify. | December 4, 2023 @@ -158 +159 @@ Added configuration management across AWS Regions for Amazon Connect Global Resi -Added Contact Lens conversational analytics metrics in the API| 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](https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html). | November 2, 2023 +Added Contact Lens conversational analytics metrics in the API| 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](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html). | November 2, 2023 @@ -163 +164 @@ Added actions to AmazonConnectServiceLinkedRolePolicy| Updated `AmazonConnectSer -Updated the definition of Contact handle time| [Contact handle time](https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html) includes the time agents spend in an **Offline** status making outbound calls.| October 23, 2023 +Updated the definition of Contact handle time| [Contact handle time](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html) includes the time agents spend in an **Offline** status making outbound calls.| October 23, 2023 @@ -170 +171 @@ Create and customize up to 15 communications widgets| You can create and customi -Access trailing 90 days of historical agent and contact metrics| You can access the trailing 90 days of historical agent and contact metrics (for example, [Service level](https://docs.aws.amazon.com/connect/latest/adminguide/service-level-historical.html), [Average handle time](https://docs.aws.amazon.com/connect/latest/adminguide/average-handle-time-historical.html) 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. Also added five new metrics to the GetMetricDataV2 API. They are not available in the Amazon Connect admin website. For a list, see the [Release notes](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html#oct23-release-notes). | October 3, 2023 +Access trailing 90 days of historical agent and contact metrics| You can access the trailing 90 days of historical agent and contact metrics (for example, [Service level](https://docs.aws.amazon.com/connect/latest/adminguide/service-level.html), [Average handle time](https://docs.aws.amazon.com/connect/latest/adminguide/average-handle-time.html) 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. Also added five new metrics to the GetMetricDataV2 API. They are not available in the Amazon Connect admin website. For a list, see the [Release notes](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html#oct23-release-notes). | October 3, 2023 @@ -206 +207 @@ Updated ordering and porting numbers in Brazil| Process and ID requirements have -Contact Lens Conversational Analytics metrics in the API| 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](https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html) and [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html).| July 18, 2023 +Contact Lens Conversational Analytics metrics in the API| 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](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html) and [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html).| July 18, 2023 @@ -240 +241 @@ Panel template for interactive chat messages| With a panel template, you can pre -Added GetMetricDataV2 API| 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. | March 8, 2023 +Added GetMetricDataV2 API| 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-historical), 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. | March 8, 2023 @@ -339 +340 @@ Released key highlights| Amazon Connect Contact Lens provides the option for you -Documented Average API Connecting Time| Documented the real-time metric **Average API Connecting Time**. For more information, see [Average API Connecting Time](https://docs.aws.amazon.com/connect/latest/adminguide/real-time-metrics-definitions.html#average-api-connecting-time-real-time).| November 26, 2021 +Documented Average API Connecting Time| Documented the real-time metric **Average API Connecting Time**. For more information, see [Average API Connecting Time](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html#average-api-connecting-time-real-time).| November 26, 2021 @@ -353 +354 @@ Added actions to AmazonConnectServiceLinkedRolePolicy| Added actions for Amazon -Added new metrics | 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**. 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).| November 9, 2021 +Added new metrics | 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**. See [Historical metrics definitions](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html) and [Real-time metrics definitions](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html).| November 9, 2021 @@ -372 +373 @@ More languages for Contact Lens| Contact Lens now supports the following languag -Updated historical metrics definitions| Updated the definitions of **Contacts transferred in** and **Contacts transferred out**. For more information, see [Historical metrics definitions](https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html). | September 10, 2021 +Updated historical metrics definitions| Updated the definitions of **Contacts transferred in** and **Contacts transferred out**. For more information, see [Historical metrics definitions](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html). | September 10, 2021 @@ -446 +447 @@ Change | Description | Date -Updated the **Consult** and **Contact consulted** metrics to indicate they were deprecated May 2019. | For more information, see [Consult](./real-time-metrics-definitions.html#consult-real-time) and [Contacts consulted](./historical-metrics-definitions.html#contacts-consulted-historical). | August 27, 2020 +Updated the **Consult** and **Contact consulted** metrics to indicate they were deprecated May 2019. | For more information, see [Consult](./metrics-definitions.html#consult-real-time) and [Contacts consulted](./metrics-definitions.html#contacts-consulted). | August 27, 2020 @@ -450 +451 @@ Removed the "Known differences" section from [Upgrade your Contact Control Panel -Changed the name of the **Metrics** chapter to **Monitor metrics & run reports**. | For more information, see [Real-time and historical metrics, dashboards, and reports in Amazon Connect](./amazon-connect-metrics.html). | July 16, 2020 +Changed the name of the **Metrics** chapter to **Monitor metrics & run reports**. | For more information, see [Metrics, dashboards, and reports in Amazon Connect](./amazon-connect-metrics.html). | July 16, 2020 @@ -453 +454 @@ Updated the [Set disconnect flow](./set-disconnect-flow.html) block, which now s -Added upcoming metric changes: new real-time and historical metrics for inbound and outbound contact time | For more information, see [Real-time and historical metrics, dashboards, and reports in Amazon Connect](./amazon-connect-metrics.html). | June 26, 2020 +Added upcoming metric changes: new real-time and historical metrics for inbound and outbound contact time | For more information, see [Metrics, dashboards, and reports in Amazon Connect](./amazon-connect-metrics.html). | June 26, 2020