AWS connect documentation change
Summary
Updated breadcrumb navigation and added new metric primitive 'Agent Connecting Time' with a new filter for 'Initiation Method'.
Security assessment
Change adds a new metric for monitoring agent connection times and a filter for initiation method. This is a feature enhancement for operational monitoring, not directly related to security.
Diff
diff --git a/connect/latest/adminguide/metric-primitive-definitions.md b/connect/latest/adminguide/metric-primitive-definitions.md index 6b754e5fb..1113fe617 100644 --- a//connect/latest/adminguide/metric-primitive-definitions.md +++ b//connect/latest/adminguide/metric-primitive-definitions.md @@ -5 +5 @@ -[Documentation](/index.html)[Amazon Connect](/connect/index.html)[Administrator Guide](what-is-amazon-connect.html) +[Documentation](/index.html)[Amazon Connect Customer](/connect/index.html)[Administrator Guide](what-is-amazon-connect.html) @@ -7 +7 @@ -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 +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 TimeAgent Connecting 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 @@ -393,0 +394,10 @@ This measures the total time that agents spent in a custom status. That is, thei +## Agent Connecting Time + +The total time between when a contact is initiated by Amazon Connect reserving the agent for the contact, and the agent is connected (in ms). + +**Metric Primitive Name:** `Agent connecting time` + +**Metric Primitive Category:** Agent + +**Supported Statistics:** SUM + @@ -497,0 +508 @@ Agent | Channel | How the contact reached your contact center. | Valid values +Initiation Method | Indicates how the contact was initiated. (Only supported for Agent Connecting Time) | Example: INBOUND, OUTBOUND, TRANSFER, QUEUE_TRANSFER, CALLBACK, API, etc. Please refer to the InitiationMethod section of [ContactTraceRecord](https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html#ctr-ContactTraceRecord) in the Amazon Connect Administrator Guide for more filter values.