AWS connect documentation change
Summary
Added three new metrics (Current Slots Available, Current Slots Active, Current Agents Online) to the Current Agent category, updated metric filters and groupings tables, corrected a typo from 'Data Mode' to 'Data Model', and expanded queue input validation to accept QueueId's in addition to ARNs.
Security assessment
The changes are purely additive and corrective documentation for Amazon Connect metrics and their filtering/grouping capabilities. There is no mention of security vulnerabilities, patches, or security incidents. The updates enhance operational visibility and metric definitions but do not introduce or document security features.
Diff
diff --git a/connect/latest/adminguide/metric-primitive-definitions.md b/connect/latest/adminguide/metric-primitive-definitions.md index 27fb40603..e49a4eda1 100644 --- a//connect/latest/adminguide/metric-primitive-definitions.md +++ b//connect/latest/adminguide/metric-primitive-definitions.md @@ -5 +5 @@ -After contact work timeAgent Active TimeAgent Interaction TimeContact Hold TimeAgent Pause TimeContact DurationContact Queue TimeContacts AbandonedContacts CreatedContacts HandledContacts Hold AbandonsContacts Put On HoldContacts QueuedContacts Transferred OutContact Handle TimeContact HoldsContact Resolution TimeContact Flow DurationAgent Greeting TimeAgent Interruption TimeAgent InterruptionsTalk Time AgentTalk Time CustomerNon-Talk TimeTalk TimeConversation DurationContacts RoutedAgent Contacts MissedAgent Idle TimeAgent Contact TimeAgent Online TimeAgent Error Status TimeAgent Non-Productive TimeCurrent Contacts In QueueCurrent Contact Queue TimeCurrent Contacts ScheduledMetric level filters supported per metric primitive categoryGroupings supported per metric primitive categorySupported top-level metric filters per metric primitive categoryGuidelines for Metric Primitive creation and usage with out-of-the-box metrics +After contact work timeAgent Active TimeAgent Interaction TimeContact Hold TimeAgent Pause TimeContact DurationContact Queue TimeContacts AbandonedContacts CreatedContacts HandledContacts Hold AbandonsContacts Put On HoldContacts QueuedContacts Transferred OutContact Handle TimeContact HoldsContact Resolution TimeContact Flow DurationAgent Greeting TimeAgent Interruption TimeAgent InterruptionsTalk Time AgentTalk Time CustomerNon-Talk TimeTalk TimeConversation DurationContacts RoutedAgent Contacts MissedAgent Idle TimeAgent Contact TimeAgent Online TimeAgent Error Status TimeAgent Non-Productive TimeCurrent Contacts In QueueCurrent Contact Queue TimeCurrent Contacts ScheduledCurrent Slots AvailableCurrent Slots ActiveCurrent Agents OnlineMetric level filters supported per metric primitive categoryGroupings supported per metric primitive categorySupported top-level metric filters per metric primitive categoryGuidelines for Metric Primitive creation and usage with out-of-the-box metrics @@ -428,0 +429,30 @@ This metric counts the number of scheduled callbacks, which will enter a queue i +## Current Slots Available + +This metric measures how many more contact can be handled by agents. See also [agent concurrency](https://docs.aws.amazon.com/connect/latest/adminguide/channels-and-concurrency.html). + +**Metric Primitive Name:** `Contact availability` + +**Metric Primitive Category:** Current Agent + +**Supported Statistics:** SUM + +## Current Slots Active + +This metric measures the total number of contacts being handled by agents. See also [agent concurrency](https://docs.aws.amazon.com/connect/latest/adminguide/channels-and-concurrency.html). + +**Metric Primitive Name:** `Contacts active` + +**Metric Primitive Category:** Current Agent + +**Supported Statistics:** SUM + +## Current Agents Online + +This metric counts the number of agents who are currently online in the contact center. An agent is considered online when their status in the CCP is set to any status other than Offline. + +**Metric Primitive Name:** `Agents online` + +**Metric Primitive Category:** Current Agent + +**Supported Statistics:** SUM + @@ -469,0 +500,4 @@ Subtype | Represents the subtype of the channel used for the contact. | Please +User defined attribute keys | Represents any user defined predefined attribute that has been enabled for analytics. | Navigate to the [predefined attributes page](https://docs.aws.amazon.com/connect/latest/adminguide/predefined-attributes.html) for the user defined attribute to understand what values are available. +Current Agent | Channel | How the contact reached your contact center. | Valid values: Voice, Chat, Task, Email +Initiation Method | Indicates how the contact was initiated. (Only supported for Contacts active) | Example: Inbound, Outbound, Transfer, Callback, Api, Webrtc Api, Queue Transfer, Monitor, Disconnect, External Outbound, Agent Reply, Flow, Campaign Preview. Refer to [Contact object](https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-stream-model.html#Contact) for the allowed values. +contactStatus (Represented as Agent Contact State in the custom metric builder) | Contact states are events that appear in the lifecycle of a contact. You can locate them in two places: the real-time metrics reports and the agent event stream. (Only supported for Agents online) | Example: Incoming, Pending, Connected, etc. Please refer to [Contact states in the agent event stream](https://docs.aws.amazon.com/connect/latest/adminguide/about-contact-states.html) in the Amazon Connect Administrator Guide for more filter values. @@ -500,0 +535,3 @@ VALIDATION_TEST_TYPE | ValidationTestType +Current Agent | CHANNEL | Channel +QUEUE | Queue +ROUTING_PROFILE | Routing profile @@ -518 +555 @@ ROUTING_PROFILE | Routing profile | Valid input is Routing Profile ARNs. Please - * [Contact Trace Record Data Mode](https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html#ctr-Agent) + * [Contact Trace Record Data Model](https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html#ctr-Agent) @@ -536 +573 @@ ROUTING_PROFILE | Routing profile | Valid input is Routing Profile ARNs. Please - * [Contact Trace Record Data Mode](https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html#ctr-Agent) + * [Contact Trace Record Data Model](https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html#ctr-Agent) @@ -543 +580 @@ RoutingProfiles | Routing profile | Valid input is Routing Profile ARNs. Please - * [Contact Trace Record Data Mode](https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html#ctr-Agent) + * [Contact Trace Record Data Model](https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html#ctr-Agent) @@ -546 +583 @@ RoutingProfiles | Routing profile | Valid input is Routing Profile ARNs. Please -Queues | Queue | Valid input to this key is Queue ARNs +Queues | Queue | Valid input to this key is Queue ARNs or QueueId's @@ -554,0 +592,8 @@ ValidationTestTypes | Contact source | Please refer to connect:ValidationTestTy +Current Agent | Channels | Channel | Valid values: Voice, Chat, Task, Email +RoutingProfiles | Routing profile | Valid input is Routing Profile ARNs. Please read below docs for more details: + + * [How Amazon Connect uses routing profiles](https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html) + * [Contact Trace Record Data Model](https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html#ctr-Agent) + + +Queues | Queue | Valid input to this key is Queue ARNs or QueueId's