AWS connect documentation change
Summary
Updated all occurrences of 'Amazon Connect' to 'Connect Customer' throughout the documentation
Security assessment
The changes are purely textual replacements of the product name without any security context, vulnerability fixes, or new security features. There is no evidence of security-related content additions or modifications.
Diff
diff --git a/connect/latest/adminguide/metrics-definitions.md b/connect/latest/adminguide/metrics-definitions.md index 68bfcaae1..12b1f29e9 100644 --- a//connect/latest/adminguide/metrics-definitions.md +++ b//connect/latest/adminguide/metrics-definitions.md @@ -9 +9 @@ Abandonment rateActive AI AgentsActive slotsAdherenceAdherent timeAfter contact -# Metric definitions in Amazon Connect +# Metric definitions in Connect Customer @@ -15 +15 @@ This topic lists all metrics in alphabetical order. For lists of metrics that ap - * [Amazon Connect Cases metrics](./case-management-metrics.html) + * [Connect Customer Cases metrics](./case-management-metrics.html) @@ -17 +17 @@ This topic lists all metrics in alphabetical order. For lists of metrics that ap - * [Amazon Connect bot metrics and analytics](./bot-metrics.html) + * [Connect Customer bot metrics and analytics](./bot-metrics.html) @@ -47 +47 @@ The abandonment rate helps you identify potential issues with long wait times or -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -54 +54 @@ The abandonment rate helps you identify potential issues with long wait times or -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -78 +78 @@ This metric measures the total number of unique [AI Agents](./create-ai-agents.h -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -85 +85 @@ This metric measures the total number of unique [AI Agents](./create-ai-agents.h -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -146 +146 @@ This metric helps organizations: -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -153 +153 @@ This metric helps organizations: -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -181 +181 @@ This metric measures the percentage of time that an agent correctly follows thei -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -188 +188 @@ This metric measures the percentage of time that an agent correctly follows thei -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -202 +202 @@ This metric measures the percentage of time that an agent correctly follows thei -For a list of all schedule adherence metrics, see [Schedule Adherence metrics in Amazon Connect](./scheduling-metrics.html). +For a list of all schedule adherence metrics, see [Schedule Adherence metrics in Connect Customer](./scheduling-metrics.html). @@ -214 +214 @@ This metric measures the total time an agent adhered to their schedule. -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -221 +221 @@ This metric measures the total time an agent adhered to their schedule. -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -228 +228 @@ This metric measures the total time an agent adhered to their schedule. -For a list of all schedule adherence metrics, see [Schedule Adherence metrics in Amazon Connect](./scheduling-metrics.html). +For a list of all schedule adherence metrics, see [Schedule Adherence metrics in Connect Customer](./scheduling-metrics.html). @@ -240 +240 @@ You specify the amount of time an agent has to do ACW in their [agent configurat -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -249 +249 @@ You specify the amount of time an agent has to do ACW in their [agent configurat -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -279 +279 @@ If an agent is handling a single contact, this metric may have the following val -If an agent is handling concurrent contacts, Amazon Connect uses the following logic to determine the state: +If an agent is handling concurrent contacts, Connect Customer uses the following logic to determine the state: @@ -330 +330 @@ This metric helps organizations: -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -339 +339 @@ Despite the API name suggesting this metric counts agents, it actually counts co -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -350 +350 @@ Despite the API name suggesting this metric counts agents, it actually counts co -To learn more about agent status and contact states, see [Agent status in the Contact Control Panel (CCP)](./metrics-agent-status.html) and [About contact states in Amazon Connect](./about-contact-states.html). +To learn more about agent status and contact states, see [Agent status in the Contact Control Panel (CCP)](./metrics-agent-status.html) and [About contact states in Connect Customer](./about-contact-states.html). @@ -354 +354 @@ To learn more about agent status and contact states, see [Agent status in the Co -This metric measures the total time between when a contact is initiated using an Amazon Connect API, and the agent is connected. +This metric measures the total time between when a contact is initiated using an Connect Customer API, and the agent is connected. @@ -360 +360 @@ This metric measures the total time between when a contact is initiated using an -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -373 +373 @@ This metric can be retrieved by using a [MetricFilters](https://docs.aws.amazon. -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -421 +421 @@ This metric measures the percentage of contacts routed to an agent that were ans -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -428 +428 @@ This metric measures the percentage of contacts routed to an agent that were ans -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -476 +476 @@ This metric measures the average time (in seconds) elapsed from the chat session -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -483 +483 @@ This metric measures the average time (in seconds) elapsed from the chat session -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -505 +505 @@ This metric measures the average time (in seconds) elapsed from the chat session -This metric measures the total time between when a callback contact is initiated by Amazon Connect reserving the agent for the contact, and the agent is connected. +This metric measures the total time between when a callback contact is initiated by Connect Customer reserving the agent for the contact, and the agent is connected. @@ -511 +511 @@ This metric measures the total time between when a callback contact is initiated -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -524 +524 @@ This metric can be retrieved by using a [MetricFilters](https://docs.aws.amazon. -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -566 +566 @@ This metric helps organizations: -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -573 +573 @@ This metric helps organizations: -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -588 +588 @@ After the agent sets their status in the CCP to **Available** , this metric meas -Agent idle time includes the amount of time from when Amazon Connect starts routing the contact to the agent to when the agent picks up or declines the contact. After an agent accepts the contact, the agent is no longer considered idle. +Agent idle time includes the amount of time from when Connect Customer starts routing the contact to the agent to when the agent picks up or declines the contact. After an agent accepts the contact, the agent is no longer considered idle. @@ -594 +594 @@ Agent idle time includes the amount of time from when Amazon Connect starts rout -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -601 +601 @@ Agent idle time includes the amount of time from when Amazon Connect starts rout -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -640 +640 @@ Agent idle time includes the amount of time from when Amazon Connect starts rout -This metric measures the total time between when a contact is initiated by Amazon Connect reserving the agent for the contact, and the agent is connected. +This metric measures the total time between when a contact is initiated by Connect Customer reserving the agent for the contact, and the agent is connected. @@ -646 +646 @@ This metric measures the total time between when a contact is initiated by Amazo -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -659 +659 @@ This metric can be retrieved by using a [MetricFilters](https://docs.aws.amazon. -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -681 +681 @@ This metric measures the total time an agent spends on a customer interaction, i -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -688 +688 @@ This metric measures the total time an agent spends on a customer interaction, i -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -720 +720 @@ This metric measures the total time that agents spent interacting with customers -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -727 +727 @@ This metric measures the total time that agents spent interacting with customers -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -788 +788 @@ This metric helps organizations: -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -795 +795 @@ This metric helps organizations: -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -814 +814 @@ This metric measures the total time that agents spent in a custom status. That i -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -821 +821 @@ This metric measures the total time that agents spent in a custom status. That i -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -860 +860 @@ This metric counts the contacts routed to an agent but not answered by that agen -If a contact is not answered by a given agent, Amazon Connect attempts to route it to another agent to handle; the contact is not dropped. Because a single contact can be missed multiple times (including by the same agent), it can be counted multiple times: once for each time it is routed to an agent but not answered. +If a contact is not answered by a given agent, Connect Customer attempts to route it to another agent to handle; the contact is not dropped. Because a single contact can be missed multiple times (including by the same agent), it can be counted multiple times: once for each time it is routed to an agent but not answered. @@ -866 +866 @@ If a contact is not answered by a given agent, Amazon Connect attempts to route -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -875 +875 @@ If a contact is not answered by a given agent, Amazon Connect attempts to route -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -914 +914 @@ This metric counts the voice contacts routed to an agent but not answered by tha -If a voice contact is not answered by a given agent, Amazon Connect attempts to route it to another agent to handle; the contact is not dropped. Because a single contact can be missed multiple times (including by the same agent), it can be counted multiple times: once for each time it is routed to an agent but not answered. +If a voice contact is not answered by a given agent, Connect Customer attempts to route it to another agent to handle; the contact is not dropped. Because a single contact can be missed multiple times (including by the same agent), it can be counted multiple times: once for each time it is routed to an agent but not answered. @@ -922 +922 @@ This metric supports only voice contacts. For chat, task, and email contacts, us -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -929 +929 @@ This metric supports only voice contacts. For chat, task, and email contacts, us -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -968 +968 @@ This metric measures the total time that an agent spent on a contact, including -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -975 +975 @@ This metric measures the total time that an agent spent on a contact, including -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -1036 +1036 @@ An agent is defined as online when their CCP status is: -**How to access using the Amazon Connect API** : Not available +**How to access using the Connect Customer API** : Not available @@ -1038 +1038 @@ An agent is defined as online when their CCP status is: -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -1075 +1075 @@ This metric helps organizations track agent utilization and workload distributio -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -1084 +1084 @@ Legacy API Identifier: AGENTS_ON_CALL (still supported) -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -1097 +1097 @@ Legacy API Identifier: AGENTS_ON_CALL (still supported) -This metric measures the total time between when an outbound contact is initiated by Amazon Connect reserving the agent for the contact, and the agent is connected. +This metric measures the total time between when an outbound contact is initiated by Connect Customer reserving the agent for the contact, and the agent is connected. @@ -1103 +1103 @@ This metric measures the total time between when an outbound contact is initiate -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -1116 +1116 @@ This metric can be retrieved by using a [MetricFilters](https://docs.aws.amazon. -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -1131 +1131 @@ This metric measures the talk time by an agent in a voice conversation as a perc -**How to access using the Amazon Connect API** : +**How to access using the Connect Customer API** : @@ -1138 +1138 @@ This metric measures the talk time by an agent in a voice conversation as a perc -**How to access using the Amazon Connect admin website** : +**How to access using the Connect Customer admin website** : @@ -1161 +1161 @@ This metric measures the talk time by an agent in a voice conversation as a perc -For a list of all metrics driven by Contact Lens Conversational analytics, see [Conversational analytics metrics in Amazon Connect](./contact-lens-metrics.html). +For a list of all metrics driven by Contact Lens Conversational analytics, see [Conversational analytics metrics in Connect Customer](./contact-lens-metrics.html). @@ -1171 +1171 @@ This metric measures the total count of contacts handled by [AI Agents](./create