Optional configuration of credentials, endpoint, and/or region.

• credentials:

  • creds:

    • access_key_id: AWS access key ID

    • secret_access_key: AWS secret access key

    • session_token: AWS temporary session token

  • profile: The name of a profile to use. If not given, then the default profile is used.

  • anonymous: Set anonymous credentials.

• endpoint: The complete URL to use for the constructed client.

• region: The AWS Region used in instantiating the client.

• close_connection: Immediately close all HTTP connections.

• timeout: The time in seconds till a timeout exception is thrown when attempting to make a connection. The default is 60 seconds.

• s3_force_path_style: Set this to true to force the request to use path-style addressing, i.e. ⁠http://s3.amazonaws.com/BUCKET/KEY⁠.

• sts_regional_endpoint: Set sts regional endpoint resolver to regional or legacy https://docs.aws.amazon.com/sdkref/latest/guide/feature-sts-regionalized-endpoints.html

Optional credentials shorthand for the config parameter

• creds:

  • access_key_id: AWS access key ID

  • secret_access_key: AWS secret access key

  • session_token: AWS temporary session token

• profile: The name of a profile to use. If not given, then the default profile is used.

• anonymous: Set anonymous credentials.

Optional shorthand for complete URL to use for the constructed client.

Optional shorthand for AWS Region used in instantiating the client.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The unique identifier for the evaluation form.

[required] The version of the evaluation form to activate. If the version property is not provided, the latest version of the evaluation form is activated.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the dataset to associate with the target account.

The identifier of the target account. Use to associate a dataset to a different account than the one containing the Amazon Connect instance. If not specified, by default this value is the Amazon Web Services account that has the Amazon Connect instance.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The domain to add to your allow list.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The Amazon Lex V2 bot to associate with the instance.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The language code of the vocabulary entries. For a list of languages and their corresponding language codes, see What is Amazon Transcribe?

The identifier of the custom vocabulary. If this is empty, the default is set to none.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the resource.

• Amazon Web Services End User Messaging SMS phone number ARN when using SMS_PHONE_NUMBER

• Amazon Web Services End User Messaging Social phone number ARN when using WHATSAPP_MESSAGING_PHONE_NUMBER

[required] The identifier of the flow.

[required] A valid resource type.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] A valid resource type. To enable streaming for real-time analysis of contacts, use the following types:

• For chat contacts, use REAL_TIME_CONTACT_ANALYSIS_CHAT_SEGMENTS.

• For voice contacts, use REAL_TIME_CONTACT_ANALYSIS_VOICE_SEGMENTS.

REAL_TIME_CONTACT_ANALYSIS_SEGMENTS is deprecated, but it is still supported and will apply only to VOICE channel contacts. Use REAL_TIME_CONTACT_ANALYSIS_VOICE_SEGMENTS for voice contacts moving forward.

If you have previously associated a stream with REAL_TIME_CONTACT_ANALYSIS_SEGMENTS, no action is needed to update the stream to REAL_TIME_CONTACT_ANALYSIS_VOICE_SEGMENTS.

[required] A valid storage type.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The Amazon Resource Name (ARN) for the Lambda function being associated. Maximum number of characters allowed is 140.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The Amazon Lex bot to associate with the instance.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] A unique identifier for the phone number.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the flow.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier for the queue.

[required] The quick connects to associate with this queue.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the routing profile.

[required] The queues to associate with this routing profile.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] A valid security key in PEM format as a String.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] The identifier of the traffic distribution group. This can be the ID or the ARN of the traffic distribution group.

[required] The identifier of the user account. This can be the ID or the ARN of the user.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN of the instance).

[required] The identifier of the user account.

[required] The proficiencies to associate with the user.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] An array of dataset identifiers to associate.

The identifier of the target account. Use to associate a dataset to a different account than the one containing the Amazon Connect instance. If not specified, by default this value is the Amazon Web Services account that has the Amazon Connect instance.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] An array of associated dataset identifiers to remove.

The identifier of the target account. Use to disassociate a dataset from a different account than the one containing the Amazon Connect instance. If not specified, by default this value is the Amazon Web Services account that has the Amazon Connect instance.

[required] The unique identifiers of the attached file resource.

[required] The unique identifier of the Connect instance.

[required] The resource to which the attached file is (being) uploaded to. The supported resources are Cases and Email.

This value must be a valid ARN.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] A list of resource identifiers to retrieve flow associations.

• Amazon Web Services End User Messaging SMS phone number ARN when using SMS_PHONE_NUMBER

• Amazon Web Services End User Messaging Social phone number ARN when using WHATSAPP_MESSAGING_PHONE_NUMBER

The type of resource association.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] List of individual contact requests.

The Amazon Resource Name (ARN) for Amazon Connect instances or traffic distribution groups that phone number inbound traffic is routed through. You must enter InstanceId or TargetArn.

The identifier of the Amazon Connect instance that phone numbers are claimed to. You can find the instance ID in the Amazon Resource Name (ARN) of the instance. You must enter InstanceId or TargetArn.

[required] The phone number you want to claim. Phone numbers are formatted ⁠[+] [country code] [subscriber number including area code]⁠.

The description of the phone number.

The tags used to organize, track, or control access for this resource. For example, { "Tags": {"key1":"value1", "key2":"value2"} }.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

Pattern: ⁠^[a-f0-9]{8}-[a-f0-9]{4}-[a-f0-9]{4}-[a-f0-9]{4}-[a-f0-9]{12}$⁠

[required] The unique identifier of the Amazon Connect instance.

[required] The unique identifier of the attached file resource.

[required] The resource to which the attached file is (being) uploaded to. The supported resources are Cases and Email.

This value must be a valid ARN.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The name of the status.

The description of the status.

[required] The state of the status.

The display order of the status.

The tags used to organize, track, or control access for this resource. For example, { "Tags": {"key1":"value1", "key2":"value2"} }.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

The identifier of the contact in this instance of Amazon Connect.

A custom key-value pair using an attribute map. The attributes are standard Amazon Connect attributes, and can be accessed in flows just like any other contact attributes.

There can be up to 32,768 UTF-8 bytes across all key-value pairs per contact. Attribute keys can include only alphanumeric, dash, and underscore characters.

A formatted URL that is shown to an agent in the Contact Control Panel (CCP). Tasks can have the following reference types at the time of creation: URL | NUMBER | STRING | DATE | EMAIL | ATTACHMENT.

[required] The channel for the contact

CreateContact only supports the EMAIL channel. The following information that states other channels are supported is incorrect. We are working to update this topic.

[required] Indicates how the contact was initiated.

CreateContact only supports the following initiation methods: OUTBOUND, AGENT_REPLY, and FLOW. The following information that states other initiation methods are supported is incorrect. We are working to update this topic.

Number of minutes the contact will be active for before expiring

User details for the contact

Initial state of the contact when it's created

The name of a the contact.

A description of the contact.

A set of system defined key-value pairs stored on individual contact segments (unique contact ID) using an attribute map. The attributes are standard Amazon Connect attributes. They can be accessed in flows.

Attribute keys can include only alphanumeric, -, and _.

This field can be used to set Segment Contact Expiry as a duration in minutes.

To set contact expiry, a ValueMap must be specified containing the integer number of minutes the contact will be active for before expiring, with SegmentAttributes like { ⁠ "connect:ContactExpiry": \{"ValueMap" : \{ "ExpiryDuration": \{ "ValueInteger": 135\}\}\}\}⁠.

[required] The identifier of the Amazon Connect instance.

[required] The name of the flow.

[required] The type of the flow. For descriptions of the available types, see Choose a flow type in the Amazon Connect Administrator Guide.

The description of the flow.

[required] The JSON string that represents the content of the flow. For an example, see Example flow in Amazon Connect Flow language.

Length Constraints: Minimum length of 1. Maximum length of 256000.

Indicates the flow status as either SAVED or PUBLISHED. The PUBLISHED status will initiate validation on the content. the SAVED status does not initiate validation of the content. SAVED | PUBLISHED.

The tags used to organize, track, or control access for this resource. For example, { "Tags": {"key1":"value1", "key2":"value2"} }.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The name of the flow module.

The description of the flow module.

[required] The JSON string that represents the content of the flow. For an example, see Example flow in Amazon Connect Flow language.

The tags used to organize, track, or control access for this resource. For example, { "Tags": {"key1":"value1", "key2":"value2"} }.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] The identifier of the Amazon Connect instance.

The description of the flow version.

[required] The identifier of the flow.

Indicates the checksum value of the flow content.

The identifier of the flow version.

The Amazon Web Services Region where this resource was last modified.

The Amazon Web Services Region where this resource was last modified.

The description of the email address.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The email address with the instance, in [^\s@]+@[^\s@]+\.[^\s@]+ format.

The display name of email address

The tags used to organize, track, or control access for this resource. For example, { "Tags": {"key1":"value1", "key2":"value2"} }.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] A title of the evaluation form.

The description of the evaluation form.

[required] Items that are part of the evaluation form. The total number of sections and questions must not exceed 100 each. Questions must be contained in a section.

A scoring strategy of the evaluation form.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The name of the hours of operation.

The description of the hours of operation.

[required] The time zone of the hours of operation.

[required] Configuration information for the hours of operation: day, start time, and end time.

The tags used to organize, track, or control access for this resource. For example, { "Tags": {"key1":"value1", "key2":"value2"} }.

[required] The identifier of the Amazon Connect instance.

[required] The identifier for the hours of operation

[required] The name of the hours of operation override.

The description of the hours of operation override.

[required] Configuration information for the hours of operation override: day, start time, and end time.

[required] The date from when the hours of operation override would be effective.

[required] The date until when the hours of operation override would be effective.

The idempotency token.

[required] The type of identity management for your Amazon Connect users.

The name for your instance.

The identifier for the directory.

[required] Your contact center handles incoming contacts.

[required] Your contact center allows outbound calls.

The tags used to organize, track, or control access for this resource. For example, ⁠{ "tags": {"key1":"value1", "key2":"value2"} }⁠.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The type of information to be ingested.

[required] The Amazon Resource Name (ARN) of the integration.

When integrating with Amazon Web Services End User Messaging, the Amazon Connect and Amazon Web Services End User Messaging instances must be in the same account.

The URL for the external application. This field is only required for the EVENT integration type.

The name of the external application. This field is only required for the EVENT integration type.

The type of the data source. This field is only required for the EVENT integration type.

The tags used to organize, track, or control access for this resource. For example, { "Tags": {"key1":"value1", "key2":"value2"} }.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the contact in this instance of Amazon Connect. Only contacts in the CHAT channel are supported.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] Information identifying the participant.

The only Valid value for ParticipantRole is CUSTOM_BOT.

DisplayName is Required.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] This is the contactId of the current contact that the create_persistent_contact_association API is being called from.

[required] The contactId chosen for rehydration depends on the type chosen.

• ENTIRE_PAST_SESSION: Rehydrates a chat from the most recently terminated past chat contact of the specified past ended chat session. To use this type, provide the initialContactId of the past ended chat session in the sourceContactId field. In this type, Amazon Connect determines what the most recent chat contact on the past ended chat session and uses it to start a persistent chat.

• FROM_SEGMENT: Rehydrates a chat from the specified past chat contact provided in the sourceContactId field.

The actual contactId used for rehydration is provided in the response of this API.

To illustrate how to use rehydration type, consider the following example: A customer starts a chat session. Agent a1 accepts the chat and a conversation starts between the customer and Agent a1. This first contact creates a contact ID C1. Agent a1 then transfers the chat to Agent a2. This creates another contact ID C2. At this point Agent a2 ends the chat. The customer is forwarded to the disconnect flow for a post chat survey that creates another contact ID C3. After the chat survey, the chat session ends. Later, the customer returns and wants to resume their past chat session. At this point, the customer can have following use cases:

• Use Case 1: The customer wants to continue the past chat session but they want to hide the post chat survey. For this they will use the following configuration:

  • Configuration

    • SourceContactId = "C2"

    • RehydrationType = "FROM_SEGMENT"

  • Expected behavior

    • This starts a persistent chat session from the specified past ended contact (C2). Transcripts of past chat sessions C2 and C1 are accessible in the current persistent chat session. Note that chat segment C3 is dropped from the persistent chat session.

• Use Case 2: The customer wants to continue the past chat session and see the transcript of the entire past engagement, including the post chat survey. For this they will use the following configuration:

  • Configuration

    • SourceContactId = "C1"

    • RehydrationType = "ENTIRE_PAST_SESSION"

  • Expected behavior

    • This starts a persistent chat session from the most recently ended chat contact (C3). Transcripts of past chat sessions C3, C2 and C1 are accessible in the current persistent chat session.

[required] The contactId from which a persistent chat session must be started.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The name of the predefined attribute.

[required] The values of the predefined attribute.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The name of the prompt.

The description of the prompt.

[required] The URI for the S3 bucket where the prompt is stored. You can provide S3 pre-signed URLs returned by the get_prompt_file API instead of providing S3 URIs.

The tags used to organize, track, or control access for this resource. For example, { "Tags": {"key1":"value1", "key2":"value2"} }.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] The Amazon Resource Name (ARN) of the Pinpoint application.

[required] The push notification token issued by the Apple or Google gateways.

[required] The device type to use when sending the message.

[required] The contact configuration for push notification registration.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The name of the queue.

The description of the queue.

The outbound caller ID name, number, and outbound whisper flow.

The outbound email address ID for a specified queue.

[required] The identifier for the hours of operation.

The maximum number of contacts that can be in the queue before it is considered full.

The quick connects available to agents who are working the queue.

The tags used to organize, track, or control access for this resource. For example, { "Tags": {"key1":"value1", "key2":"value2"} }.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] A unique name of the quick connect.

The description of the quick connect.

[required] Configuration settings for the quick connect.

The tags used to organize, track, or control access for this resource. For example, { "Tags": {"key1":"value1", "key2":"value2"} }.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The name of the routing profile. Must not be more than 127 characters.

[required] Description of the routing profile. Must not be more than 250 characters.

[required] The default outbound queue for the routing profile.

The inbound queues associated with the routing profile. If no queue is added, the agent can make only outbound calls.

The limit of 10 array members applies to the maximum number of RoutingProfileQueueConfig objects that can be passed during a CreateRoutingProfile API request. It is different from the quota of 50 queues per routing profile per instance that is listed in Amazon Connect service quotas.

[required] The channels that agents can handle in the Contact Control Panel (CCP) for this routing profile.

The tags used to organize, track, or control access for this resource. For example, { "Tags": {"key1":"value1", "key2":"value2"} }.

Whether agents with this routing profile will have their routing order calculated based on longest idle time or time since their last inbound contact.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] A unique name for the rule.

[required] The event source to trigger the rule.

[required] The conditions of the rule.

[required] A list of actions to be run when the rule is triggered.

[required] The publish status of the rule.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] The name of the security profile.

The description of the security profile.

Permissions assigned to the security profile. For a list of valid permissions, see List of security profile permissions.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The tags used to organize, track, or control access for this resource. For example, { "Tags": {"key1":"value1", "key2":"value2"} }.

The list of tags that a security profile uses to restrict access to resources in Amazon Connect.

The list of resources that a security profile applies tag restrictions to in Amazon Connect. For a list of Amazon Connect resources that you can tag, see Add tags to resources in Amazon Connect in the Amazon Connect Administrator Guide.

A list of third-party applications that the security profile will give access to.

The list of resources that a security profile applies hierarchy restrictions to in Amazon Connect. Following are acceptable ResourceNames: User.

The identifier of the hierarchy group that a security profile uses to restrict access to resources in Amazon Connect.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The name of the task template.

The description of the task template.

The identifier of the flow that runs by default when a task is created by referencing this template.

The ContactFlowId for the flow that will be run if this template is used to create a self-assigned task.

Constraints that are applicable to the fields listed.

The default values for fields when a task is created by referencing this template.

Marks a template as ACTIVE or INACTIVE for a task to refer to it. Tasks can only be created from ACTIVE templates. If a template is marked as INACTIVE, then a task that refers to this template cannot be created.

[required] Fields that are part of the template.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] The name for the traffic distribution group.

A description for the traffic distribution group.

[required] The identifier of the Amazon Connect instance that has been replicated. You can find the instanceId in the ARN of the instance.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

The tags used to organize, track, or control access for this resource. For example, { "Tags": {"key1":"value1", "key2":"value2"} }.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier for the integration association.

[required] The type of use case to associate to the integration association. Each integration association can have only one of each use case type.

The tags used to organize, track, or control access for this resource. For example, { "Tags": {"key1":"value1", "key2":"value2"} }.

[required] The user name for the account. For instances not using SAML for identity management, the user name can include up to 20 characters. If you are using SAML for identity management, the user name can include up to 64 characters from [a-zA-Z0-9_-.\@]+.

Username can include @ only if used in an email format. For example:

• Correct: testuser

• Correct: testuser@example.com

• Incorrect: testuser@example

The password for the user account. A password is required if you are using Amazon Connect for identity management. Otherwise, it is an error to include a password.

The information about the identity of the user.

[required] The phone settings for the user.

The identifier of the user account in the directory used for identity management. If Amazon Connect cannot access the directory, you can specify this identifier to authenticate users. If you include the identifier, we assume that Amazon Connect cannot access the directory. Otherwise, the identity information is used to authenticate users from your directory.

This parameter is required if you are using an existing directory for identity management in Amazon Connect when Amazon Connect cannot access your directory to authenticate users. If you are using SAML for identity management and include this parameter, an error is returned.

[required] The identifier of the security profile for the user.

[required] The identifier of the routing profile for the user.

The identifier of the hierarchy group for the user.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The tags used to organize, track, or control access for this resource. For example, { "Tags": {"key1":"value1", "key2":"value2"} }.

[required] The name of the user hierarchy group. Must not be more than 100 characters.

The identifier for the parent hierarchy group. The user hierarchy is created at level one if the parent group ID is null.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The tags used to organize, track, or control access for this resource. For example, { "Tags": {"key1":"value1", "key2":"value2"} }.

[required] The identifier of the Amazon Connect instance. You can find the instanceId in the ARN of the instance.

A unique Id for each create view request to avoid duplicate view creation. For example, the view is idempotent ClientToken is provided.

[required] Indicates the view status as either SAVED or PUBLISHED. The PUBLISHED status will initiate validation on the content.

[required] View content containing all content necessary to render a view except for runtime input data.

The total uncompressed content has a maximum file size of 400kB.

The description of the view.

[required] The name of the view.

The tags associated with the view resource (not specific to view version).These tags can be used to organize, track, or control access for this resource. For example, { "tags": {"key1":"value1", "key2":"value2"} }.

[required] The identifier of the Amazon Connect instance. You can find the instanceId in the ARN of the instance.

[required] The identifier of the view. Both ViewArn and ViewId can be used.

The description for the version being published.

Indicates the checksum value of the latest published view content.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs. If a create request is received more than once with same client token, subsequent requests return the previous response without creating a vocabulary again.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] A unique name of the custom vocabulary.

[required] The language code of the vocabulary entries. For a list of languages and their corresponding language codes, see What is Amazon Transcribe?

[required] The content of the custom vocabulary in plain-text format with a table of values. Each row in the table represents a word or a phrase, described with Phrase, IPA, SoundsLike, and DisplayAs fields. Separate the fields with TAB characters. The size limit is 50KB. For more information, see Create a custom vocabulary using a table.

The tags used to organize, track, or control access for this resource. For example, { "Tags": {"key1":"value1", "key2":"value2"} }.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The unique identifier for the evaluation form.

[required] A version of the evaluation form. If the version property is not provided, the latest version of the evaluation form is deactivated.

[required] The unique identifier of the Connect instance.

[required] The unique identifier of the attached file resource.

[required] The resource to which the attached file is (being) uploaded to. Cases are the only current supported resource.

This value must be a valid ARN.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] A unique identifier for the contact evaluation.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the flow.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the flow module.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the flow.

[required] The identifier of the flow version.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the email address.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The unique identifier for the evaluation form.

The unique identifier for the evaluation form.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier for the hours of operation.

[required] The identifier of the Amazon Connect instance.

[required] The identifier for the hours of operation.

[required] The identifier for the hours of operation override.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier for the integration association.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The name of the predefined attribute.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] A unique identifier for the prompt.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier for the registration.

[required] The identifier of the contact within the Amazon Connect instance.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier for the queue.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier for the quick connect.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the routing profile.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] A unique identifier for the rule.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier for the security profle.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] A unique identifier for the task template.

[required] The identifier of the traffic distribution group. This can be the ID or the ARN of the traffic distribution group.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier for the integration association.

[required] The identifier for the use case.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the user.

[required] The identifier of the hierarchy group.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the Amazon Connect instance. You can find the instanceId in the ARN of the instance.

[required] The identifier of the view. Both ViewArn and ViewId can be used.

[required] The identifier of the Amazon Connect instance. You can find the instanceId in the ARN of the instance.

[required] The identifier of the view. Both ViewArn and ViewId can be used.

[required] The version number of the view.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the custom vocabulary.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier for the agent status.

[required] A unique identifier for the authentication profile.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the contact.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] A unique identifier for the contact evaluation.

[required] The identifier of the Amazon Connect instance.

[required] The identifier of the flow.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the flow module.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the email address.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] A unique identifier for the contact evaluation.

A version of the evaluation form.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier for the hours of operation.

[required] The identifier of the Amazon Connect instance.

[required] The identifier for the hours of operation.

[required] The identifier for the hours of operation override.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The type of attribute.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The existing association identifier that uniquely identifies the resource type and storage config for the given instance ID.

[required] A valid resource type.

[required] A unique identifier for the phone number.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The name of the predefined attribute.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] A unique identifier for the prompt.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier for the queue.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier for the quick connect.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the routing profile.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] A unique identifier for the rule.

[required] The identifier for the security profle.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the traffic distribution group. This can be the ID or the ARN if the API is being called in the Region where the traffic distribution group was created. The ARN must be provided if the call is from the replicated Region.

[required] The identifier of the user account.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the hierarchy group.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the Amazon Connect instance. You can find the instanceId in the ARN of the instance.

[required] The ViewId of the view. This must be an ARN for Amazon Web Services managed views.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the custom vocabulary.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the dataset to remove.

The identifier of the target account. Use to associate a dataset to a different account than the one containing the Amazon Connect instance. If not specified, by default this value is the Amazon Web Services account that has the Amazon Connect instance.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The domain URL of the integrated application.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The Amazon Lex V2 bot to disassociate from the instance.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the resource.

• Amazon Web Services End User Messaging SMS phone number ARN when using SMS_PHONE_NUMBER

• Amazon Web Services End User Messaging Social phone number ARN when using WHATSAPP_MESSAGING_PHONE_NUMBER

[required] A valid resource type.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The existing association identifier that uniquely identifies the resource type and storage config for the given instance ID.

[required] A valid resource type.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance..

[required] The Amazon Resource Name (ARN) of the Lambda function being disassociated.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The name of the Amazon Lex bot. Maximum character limit of 50.

[required] The Amazon Web Services Region in which the Amazon Lex bot has been created.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] A unique identifier for the phone number.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier for the queue.

[required] The quick connects to disassociate from the queue.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the routing profile.

[required] The queues to disassociate from this routing profile.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The existing association identifier that uniquely identifies the resource type and storage config for the given instance ID.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] The identifier of the traffic distribution group. This can be the ID or the ARN of the traffic distribution group.

[required] The identifier for the user. This can be the ID or the ARN of the user.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the user account.

[required] The proficiencies to disassociate from the user.

[required] The identifier of the user account.

[required] The identifier of the Amazon Connect instance. You can find the instanceId in the ARN of the instance.

[required] The identifier of the contact.

[required] The unique identifier of the Amazon Connect instance.

[required] The unique identifier of the attached file resource.

Optional override for the expiry of the pre-signed S3 URL in seconds. The default value is 300.

[required] The resource to which the attached file is (being) uploaded to. The supported resources are Cases and Email.

This value must be a valid ARN.

[required] The identifier of the Amazon Connect instance.

[required] The identifier of the initial contact.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The filters to apply to returned metrics. You can filter up to the following limits:

• Queues: 100

• Routing profiles: 100

• Channels: 3 (VOICE, CHAT, and TASK channels are supported.)

• RoutingStepExpressions: 50

Metric data is retrieved only for the resources associated with the queues or routing profiles, and by any channels included in the filter. (You cannot filter by both queue AND routing profile.) You can include both resource IDs and resource ARNs in the same request.

When using the RoutingStepExpression filter, you need to pass exactly one QueueId. The filter is also case sensitive so when using the RoutingStepExpression filter, grouping by ROUTING_STEP_EXPRESSION is required.

Currently tagging is only supported on the resources that are passed in the filter.

The grouping applied to the metrics returned. For example, when grouped by QUEUE, the metrics returned apply to each queue rather than aggregated for all queues.

• If you group by CHANNEL, you should include a Channels filter. VOICE, CHAT, and TASK channels are supported.

• If you group by ROUTING_PROFILE, you must include either a queue or routing profile filter. In addition, a routing profile filter is required for metrics CONTACTS_SCHEDULED, CONTACTS_IN_QUEUE, and OLDEST_CONTACT_AGE.

• If no Grouping is included in the request, a summary of metrics is returned.

• When using the RoutingStepExpression filter, group by ROUTING_STEP_EXPRESSION is required.

[required] The metrics to retrieve. Specify the name and unit for each metric. The following metrics are available. For a description of all the metrics, see Real-time Metrics Definitions in the Amazon Connect Administrator Guide.

AGENTS_AFTER_CONTACT_WORK

Unit: COUNT

Name in real-time metrics report: ACW

AGENTS_AVAILABLE

Unit: COUNT

Name in real-time metrics report: Available

AGENTS_ERROR

Unit: COUNT

Name in real-time metrics report: Error

AGENTS_NON_PRODUCTIVE

Unit: COUNT

Name in real-time metrics report: NPT (Non-Productive Time)

AGENTS_ON_CALL

Unit: COUNT

Name in real-time metrics report: On contact

AGENTS_ON_CONTACT

Unit: COUNT

Name in real-time metrics report: On contact

AGENTS_ONLINE

Unit: COUNT

Name in real-time metrics report: Online

AGENTS_STAFFED

Unit: COUNT

Name in real-time metrics report: Staffed

CONTACTS_IN_QUEUE

Unit: COUNT

Name in real-time metrics report: In queue

CONTACTS_SCHEDULED

Unit: COUNT

Name in real-time metrics report: Scheduled

OLDEST_CONTACT_AGE

Unit: SECONDS

When you use groupings, Unit says SECONDS and the Value is returned in SECONDS.

When you do not use groupings, Unit says SECONDS but the Value is returned in MILLISECONDS. For example, if you get a response like this:

⁠\{ "Metric": \{ "Name": "OLDEST_CONTACT_AGE", "Unit": "SECONDS" \}, "Value": 24113.0 ⁠}

The actual OLDEST_CONTACT_AGE is 24 seconds.

When the filter RoutingStepExpression is used, this metric is still calculated from enqueue time. For example, if a contact that has been queued under ⁠<Expression 1>⁠ for 10 seconds has expired and ⁠<Expression 2>⁠ becomes active, then OLDEST_CONTACT_AGE for this queue will be counted starting from 10, not 0.

Name in real-time metrics report: Oldest

SLOTS_ACTIVE

Unit: COUNT

Name in real-time metrics report: Active

SLOTS_AVAILABLE

Unit: COUNT

Name in real-time metrics report: Availability

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The token expires after 5 minutes from the time it is created. Subsequent requests that use the token must use the same request parameters as the request that generated the token.

The maximum number of results to return per page.

The way to sort the resulting response based on metrics. You can enter one sort criteria. By default resources are sorted based on AGENTS_ONLINE, DESCENDING. The metric collection is sorted based on the input metrics.

Note the following:

• Sorting on SLOTS_ACTIVE and SLOTS_AVAILABLE is not supported.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The filters to apply to returned user data. You can filter up to the following limits:

• Queues: 100

• Routing profiles: 100

• Agents: 100

• Contact states: 9

• User hierarchy groups: 1

The user data is retrieved for only the specified values/resources in the filter. A maximum of one filter can be passed from queues, routing profiles, agents, and user hierarchy groups.

Currently tagging is only supported on the resources that are passed in the filter.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page.

[required] The identifier of the Amazon Connect instance.

[required] The identifier for the hours of operation.

[required] The Date from when the hours of operation are listed.

[required] The Date until when the hours of operation are listed.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the resource.

• Amazon Web Services End User Messaging SMS phone number ARN when using SMS_PHONE_NUMBER

• Amazon Web Services End User Messaging Social phone number ARN when using WHATSAPP_MESSAGING_PHONE_NUMBER

[required] A valid resource type.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The timestamp, in UNIX Epoch time format, at which to start the reporting interval for the retrieval of historical metrics data. The time must be specified using a multiple of 5 minutes, such as 10:05, 10:10, 10:15.

The start time cannot be earlier than 24 hours before the time of the request. Historical metrics are available only for 24 hours.

[required] The timestamp, in UNIX Epoch time format, at which to end the reporting interval for the retrieval of historical metrics data. The time must be specified using an interval of 5 minutes, such as 11:00, 11:05, 11:10, and must be later than the start time timestamp.

The time range between the start and end time must be less than 24 hours.

[required] The queues, up to 100, or channels, to use to filter the metrics returned. Metric data is retrieved only for the resources associated with the queues or channels included in the filter. You can include both queue IDs and queue ARNs in the same request. VOICE, CHAT, and TASK channels are supported.

RoutingStepExpression is not a valid filter for GetMetricData and we recommend switching to GetMetricDataV2 for more up-to-date features.

To filter by Queues, enter the queue ID/ARN, not the name of the queue.

The grouping applied to the metrics returned. For example, when results are grouped by queue, the metrics returned are grouped by queue. The values returned apply to the metrics for each queue rather than aggregated for all queues.

If no grouping is specified, a summary of metrics for all queues is returned.

RoutingStepExpression is not a valid filter for GetMetricData and we recommend switching to GetMetricDataV2 for more up-to-date features.

[required] The metrics to retrieve. Specify the name, unit, and statistic for each metric. The following historical metrics are available. For a description of each metric, see Historical Metrics Definitions in the Amazon Connect Administrator Guide.

This API does not support a contacts incoming metric (there's no CONTACTS_INCOMING metric missing from the documented list).

ABANDON_TIME

Unit: SECONDS

Statistic: AVG

AFTER_CONTACT_WORK_TIME

Unit: SECONDS

Statistic: AVG

API_CONTACTS_HANDLED

Unit: COUNT

Statistic: SUM

CALLBACK_CONTACTS_HANDLED

Unit: COUNT

Statistic: SUM

CONTACTS_ABANDONED

Unit: COUNT

Statistic: SUM

CONTACTS_AGENT_HUNG_UP_FIRST

Unit: COUNT

Statistic: SUM

CONTACTS_CONSULTED

Unit: COUNT

Statistic: SUM

CONTACTS_HANDLED

Unit: COUNT

Statistic: SUM

CONTACTS_HANDLED_INCOMING

Unit: COUNT

Statistic: SUM

CONTACTS_HANDLED_OUTBOUND

Unit: COUNT

Statistic: SUM

CONTACTS_HOLD_ABANDONS

Unit: COUNT

Statistic: SUM

CONTACTS_MISSED

Unit: COUNT

Statistic: SUM

CONTACTS_QUEUED

Unit: COUNT

Statistic: SUM

CONTACTS_TRANSFERRED_IN

Unit: COUNT

Statistic: SUM

CONTACTS_TRANSFERRED_IN_FROM_QUEUE

Unit: COUNT

Statistic: SUM

CONTACTS_TRANSFERRED_OUT

Unit: COUNT

Statistic: SUM

CONTACTS_TRANSFERRED_OUT_FROM_QUEUE

Unit: COUNT

Statistic: SUM

HANDLE_TIME

Unit: SECONDS

Statistic: AVG

HOLD_TIME

Unit: SECONDS

Statistic: AVG

INTERACTION_AND_HOLD_TIME

Unit: SECONDS

Statistic: AVG

INTERACTION_TIME

Unit: SECONDS

Statistic: AVG

OCCUPANCY

Unit: PERCENT

Statistic: AVG

QUEUE_ANSWER_TIME

Unit: SECONDS

Statistic: AVG

QUEUED_TIME

Unit: SECONDS

Statistic: MAX

SERVICE_LEVEL

You can include up to 20 SERVICE_LEVEL metrics in a request.

Unit: PERCENT

Statistic: AVG

Threshold: For ThresholdValue, enter any whole number from 1 to 604800 (inclusive), in seconds. For Comparison, you must enter LT (for "Less than").

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page.

[required] The Amazon Resource Name (ARN) of the resource. This includes the instanceId an Amazon Connect instance.

[required] The timestamp, in UNIX Epoch time format, at which to start the reporting interval for the retrieval of historical metrics data. The time must be before the end time timestamp. The start and end time depends on the IntervalPeriod selected. By default the time range between start and end time is 35 days. Historical metrics are available for 3 months.

[required] The timestamp, in UNIX Epoch time format, at which to end the reporting interval for the retrieval of historical metrics data. The time must be later than the start time timestamp. It cannot be later than the current timestamp.

The interval period and timezone to apply to returned metrics.

• IntervalPeriod: An aggregated grouping applied to request metrics. Valid IntervalPeriod values are: FIFTEEN_MIN | THIRTY_MIN | HOUR | DAY | WEEK | TOTAL.

  For example, if IntervalPeriod is selected THIRTY_MIN, StartTime and EndTime differs by 1 day, then Amazon Connect returns 48 results in the response. Each result is aggregated by the THIRTY_MIN period. By default Amazon Connect aggregates results based on the TOTAL interval period.

  The following list describes restrictions on StartTime and EndTime based on which IntervalPeriod is requested.

  • FIFTEEN_MIN: The difference between StartTime and EndTime must be less than 3 days.

  • THIRTY_MIN: The difference between StartTime and EndTime must be less than 3 days.

  • HOUR: The difference between StartTime and EndTime must be less than 3 days.

  • DAY: The difference between StartTime and EndTime must be less than 35 days.

  • WEEK: The difference between StartTime and EndTime must be less than 35 days.

  • TOTAL: The difference between StartTime and EndTime must be less than 35 days.

• TimeZone: The timezone applied to requested metrics.

[required] The filters to apply to returned metrics. You can filter on the following resources:

• Agents

• Campaigns

• Channels

• Feature

• Queues

• Routing profiles

• Routing step expression

• User hierarchy groups

At least one filter must be passed from queues, routing profiles, agents, or user hierarchy groups.

For metrics for outbound campaigns analytics, you can also use campaigns to satisfy at least one filter requirement.

To filter by phone number, see Create a historical metrics report in the Amazon Connect Administrator Guide.

Note the following limits:

• Filter keys: A maximum of 5 filter keys are supported in a single request. Valid filter keys: AGENT | AGENT_HIERARCHY_LEVEL_ONE | AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE | AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE | ANSWERING_MACHINE_DETECTION_STATUS | BOT_ID | BOT_ALIAS | BOT_VERSION | BOT_LOCALE | BOT_INTENT_NAME | CAMPAIGN | CAMPAIGN_DELIVERY_EVENT_TYPE |CASE_TEMPLATE_ARN | CASE_STATUS | CHANNEL | contact/segmentAttributes/connect:Subtype | DISCONNECT_REASON | EVALUATION_FORM | EVALUATION_SECTION | EVALUATION_QUESTION | EVALUATION_SOURCE | FEATURE | FLOW_ACTION_ID | FLOW_TYPE | FLOWS_MODULE_RESOURCE_ID | FLOWS_NEXT_RESOURCE_ID | FLOWS_NEXT_RESOURCE_QUEUE_ID | FLOWS_OUTCOME_TYPE | FLOWS_RESOURCE_ID | FORM_VERSION | INITIATION_METHOD | INVOKING_RESOURCE_PUBLISHED_TIMESTAMP | INVOKING_RESOURCE_TYPE | PARENT_FLOWS_RESOURCE_ID | RESOURCE_PUBLISHED_TIMESTAMP | ROUTING_PROFILE | ROUTING_STEP_EXPRESSION | QUEUE | Q_CONNECT_ENABLED |

• Filter values: A maximum of 100 filter values are supported in a single request. VOICE, CHAT, and TASK are valid filterValue for the CHANNEL filter key. They do not count towards limitation of 100 filter values. For example, a GetMetricDataV2 request can filter by 50 queues, 35 agents, and 15 routing profiles for a total of 100 filter values, along with 3 channel filters.

  contact_lens_conversational_analytics is a valid filterValue for the FEATURE filter key. It is available only to contacts analyzed by Contact Lens conversational analytics.

  connect:Chat, connect:SMS, connect:Telephony, and connect:WebRTC are valid filterValue examples (not exhaustive) for the ⁠contact/segmentAttributes/connect:Subtype filter⁠ key.

  ROUTING_STEP_EXPRESSION is a valid filter key with a filter value up to 3000 length. This filter is case and order sensitive. JSON string fields must be sorted in ascending order and JSON array order should be kept as is.

  Q_CONNECT_ENABLED. TRUE and FALSE are the only valid filterValues for the Q_CONNECT_ENABLED filter key.

  • TRUE includes all contacts that had Amazon Q in Connect enabled as part of the flow.

  • FALSE includes all contacts that did not have Amazon Q in Connect enabled as part of the flow

  This filter is available only for contact record-driven metrics.

  Campaign ARNs are valid filterValues for the CAMPAIGN filter key.

The grouping applied to the metrics that are returned. For example, when results are grouped by queue, the metrics returned are grouped by queue. The values that are returned apply to the metrics for each queue. They are not aggregated for all queues.

If no grouping is specified, a summary of all metrics is returned.

Valid grouping keys: AGENT | AGENT_HIERARCHY_LEVEL_ONE | AGENT_HIERARCHY_LEVEL_TWO | AGENT_HIERARCHY_LEVEL_THREE | AGENT_HIERARCHY_LEVEL_FOUR | AGENT_HIERARCHY_LEVEL_FIVE | ANSWERING_MACHINE_DETECTION_STATUS | BOT_ID | BOT_ALIAS | BOT_VERSION | BOT_LOCALE | BOT_INTENT_NAME | CAMPAIGN | CAMPAIGN_DELIVERY_EVENT_TYPE | CASE_TEMPLATE_ARN | CASE_STATUS | CHANNEL | contact/segmentAttributes/connect:Subtype | DISCONNECT_REASON | EVALUATION_FORM | EVALUATION_SECTION | EVALUATION_QUESTION | EVALUATION_SOURCE | FLOWS_RESOURCE_ID | FLOWS_MODULE_RESOURCE_ID | FLOW_ACTION_ID | FLOW_TYPE | FLOWS_OUTCOME_TYPE | FORM_VERSION | INITIATION_METHOD | INVOKING_RESOURCE_PUBLISHED_TIMESTAMP | INVOKING_RESOURCE_TYPE | PARENT_FLOWS_RESOURCE_ID | Q_CONNECT_ENABLED | QUEUE | RESOURCE_PUBLISHED_TIMESTAMP | ROUTING_PROFILE | ROUTING_STEP_EXPRESSION

Type: Array of strings

Array Members: Maximum number of 4 items

Required: No

[required] The metrics to retrieve. Specify the name, groupings, and filters for each metric. The following historical metrics are available. For a description of each metric, see Historical metrics definitions in the Amazon Connect Administrator Guide.

ABANDONMENT_RATE

Unit: Percent

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Abandonment rate

AGENT_ADHERENT_TIME

This metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

UI name: Adherent time

AGENT_ANSWER_RATE

Unit: Percent

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

UI name: Agent answer rate

AGENT_NON_ADHERENT_TIME

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

UI name: Non-adherent time

AGENT_NON_RESPONSE

Unit: Count

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

UI name: Agent non-response

AGENT_NON_RESPONSE_WITHOUT_CUSTOMER_ABANDONS

Unit: Count

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

Data for this metric is available starting from October 1, 2023 0:00:00 GMT.

UI name: Agent non-response without customer abandons

AGENT_OCCUPANCY

Unit: Percentage

Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

UI name: Occupancy

AGENT_SCHEDULE_ADHERENCE

This metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.

Unit: Percent

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

UI name: Adherence

AGENT_SCHEDULED_TIME

This metric is available only in Amazon Web Services Regions where Forecasting, capacity planning, and scheduling is available.

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

UI name: Scheduled time

AVG_ABANDON_TIME

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Average queue abandon time

AVG_ACTIVE_TIME

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

UI name: Average active time

AVG_AFTER_CONTACT_WORK_TIME

Unit: Seconds

Valid metric filter key: INITIATION_METHOD

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Average after contact work time

Feature is a valid filter but not a valid grouping.

AVG_AGENT_CONNECTING_TIME

Unit: Seconds

Valid metric filter key: INITIATION_METHOD. For now, this metric only supports the following as INITIATION_METHOD: INBOUND | OUTBOUND | CALLBACK | API

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

UI name: Average agent API connecting time

The Negate key in metric-level filters is not applicable for this metric.

AVG_AGENT_PAUSE_TIME

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

UI name: Average agent pause time

AVG_BOT_CONVERSATION_TIME

Unit: Seconds

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot version, Bot locale, Flows resource ID, Flows module resource ID, Flow type, Flow action ID, Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows resource ID

UI name: Average bot conversation time

AVG_BOT_CONVERSATION_TURNS

Unit: Count

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot version, Bot locale, Flows resource ID, Flows module resource ID, Flow type, Flow action ID, Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows resource ID

UI name: Average bot conversation turns

AVG_CASE_RELATED_CONTACTS

Unit: Count

Required filter key: CASE_TEMPLATE_ARN

Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

UI name: Average contacts per case

AVG_CASE_RESOLUTION_TIME

Unit: Seconds

Required filter key: CASE_TEMPLATE_ARN

Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

UI name: Average case resolution time

AVG_CONTACT_DURATION

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Average contact duration

Feature is a valid filter but not a valid grouping.

AVG_CONVERSATION_DURATION

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Average conversation duration

AVG_DIALS_PER_MINUTE

This metric is available only for outbound campaigns that use the agent assisted voice and automated voice delivery modes.

Unit: Count

Valid groupings and filters: Agent, Campaign, Queue, Routing Profile

UI name: Average dials per minute

AVG_EVALUATION_SCORE

Unit: Percent

Valid groupings and filters: Agent, Agent Hierarchy, Channel, Evaluation Form ID, Evaluation Section ID, Evaluation Question ID, Evaluation Source, Form Version, Queue, Routing Profile

UI name: Average agent evaluation score

AVG_FLOW_TIME

Unit: Seconds

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp

UI name: Average flow time

AVG_GREETING_TIME_AGENT

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Average agent greeting time

AVG_HANDLE_TIME

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, RoutingStepExpression

UI name: Average handle time

Feature is a valid filter but not a valid grouping.

AVG_HOLD_TIME

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Average customer hold time

Feature is a valid filter but not a valid grouping.

AVG_HOLD_TIME_ALL_CONTACTS

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Average customer hold time all contacts

AVG_HOLDS

Unit: Count

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Average holds

Feature is a valid filter but not a valid grouping.

AVG_INTERACTION_AND_HOLD_TIME

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Average agent interaction and customer hold time

AVG_INTERACTION_TIME

Unit: Seconds

Valid metric filter key: INITIATION_METHOD

Valid groupings and filters: Queue, Channel, Routing Profile, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Average agent interaction time

Feature is a valid filter but not a valid grouping.

AVG_INTERRUPTIONS_AGENT

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

Unit: Count

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Average agent interruptions

AVG_INTERRUPTION_TIME_AGENT

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Average agent interruption time

AVG_NON_TALK_TIME

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Average non-talk time

AVG_QUEUE_ANSWER_TIME

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Average queue answer time

Feature is a valid filter but not a valid grouping.

AVG_RESOLUTION_TIME

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Average resolution time

AVG_TALK_TIME

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Average talk time

AVG_TALK_TIME_AGENT

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Average agent talk time

AVG_TALK_TIME_CUSTOMER

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Average customer talk time

AVG_WAIT_TIME_AFTER_CUSTOMER_CONNECTION

This metric is available only for outbound campaigns that use the agent assisted voice and automated voice delivery modes.

Unit: Seconds

Valid groupings and filters: Campaign

UI name: Average wait time after customer connection

AVG_WEIGHTED_EVALUATION_SCORE

Unit: Percent

Valid groupings and filters: Agent, Agent Hierarchy, Channel, Evaluation Form Id, Evaluation Section ID, Evaluation Question ID, Evaluation Source, Form Version, Queue, Routing Profile

UI name: Average weighted agent evaluation score

BOT_CONVERSATIONS_COMPLETED

Unit: Count

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot version, Bot locale, Flows resource ID, Flows module resource ID, Flow type, Flow action ID, Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows resource ID

UI name: Bot conversations

BOT_INTENTS_COMPLETED

Unit: Count

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot version, Bot locale, Bot intent name, Flows resource ID, Flows module resource ID, Flow type, Flow action ID, Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows resource ID

UI name: Bot intents completed

CAMPAIGN_CONTACTS_ABANDONED_AFTER_X

This metric is available only for outbound campaigns using the agent assisted voice and automated voice delivery modes.

Unit: Count

Valid groupings and filters: Agent, Campaign

Threshold: For ThresholdValue, enter any whole number from 1 to 604800 (inclusive), in seconds. For Comparison, you must enter GT (for Greater than).

UI name: Campaign contacts abandoned after X

CAMPAIGN_CONTACTS_ABANDONED_AFTER_X_RATE

This metric is available only for outbound campaigns using the agent assisted voice and automated voice delivery modes.

Unit: Percent

Valid groupings and filters: Agent, Campaign

Threshold: For ThresholdValue, enter any whole number from 1 to 604800 (inclusive), in seconds. For Comparison, you must enter GT (for Greater than).

UI name: Campaign contacts abandoned after X rate

CAMPAIGN_INTERACTIONS

This metric is available only for outbound campaigns using the email delivery mode.

Unit: Count

Valid metric filter key: CAMPAIGN_INTERACTION_EVENT_TYPE

Valid groupings and filters: Campaign

UI name: Campaign interactions

CAMPAIGN_SEND_ATTEMPTS

This metric is available only for outbound campaigns.

Unit: Count

Valid groupings and filters: Campaign, Channel, contact/segmentAttributes/connect:Subtype

UI name: Campaign send attempts

CASES_CREATED

Unit: Count

Required filter key: CASE_TEMPLATE_ARN

Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

UI name: Cases created

CONTACTS_CREATED

Unit: Count

Valid metric filter key: INITIATION_METHOD

Valid groupings and filters: Queue, Channel, Routing Profile, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Contacts created

Feature is a valid filter but not a valid grouping.

CONTACTS_HANDLED

Unit: Count

Valid metric filter key: INITIATION_METHOD, DISCONNECT_REASON

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect

UI name: API contacts handled

Feature is a valid filter but not a valid grouping.

CONTACTS_HANDLED_BY_CONNECTED_TO_AGENT

Unit: Count

Valid metric filter key: INITIATION_METHOD

Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Contacts handled (connected to agent timestamp)

CONTACTS_HOLD_ABANDONS

Unit: Count

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Contacts hold disconnect

CONTACTS_ON_HOLD_AGENT_DISCONNECT

Unit: Count

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

UI name: Contacts hold agent disconnect

CONTACTS_ON_HOLD_CUSTOMER_DISCONNECT

Unit: Count

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

UI name: Contacts hold customer disconnect

CONTACTS_PUT_ON_HOLD

Unit: Count

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

UI name: Contacts put on hold

CONTACTS_TRANSFERRED_OUT_EXTERNAL

Unit: Count

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

UI name: Contacts transferred out external

CONTACTS_TRANSFERRED_OUT_INTERNAL

Unit: Percent

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

UI name: Contacts transferred out internal

CONTACTS_QUEUED

Unit: Count

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Contacts queued

CONTACTS_QUEUED_BY_ENQUEUE

Unit: Count

Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype

UI name: Contacts queued (enqueue timestamp)

CONTACTS_REMOVED_FROM_QUEUE_IN_X

Unit: Count

Valid groupings and filters: Queue, Channel, Routing Profile, Q in Connect

Threshold: For ThresholdValue, enter any whole number from 1 to 604800 (inclusive), in seconds. For Comparison, you can use LT (for "Less than") or LTE (for "Less than equal").

UI name: Contacts removed from queue in X seconds

CONTACTS_RESOLVED_IN_X

Unit: Count

Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect

Threshold: For ThresholdValue, enter any whole number from 1 to 604800 (inclusive), in seconds. For Comparison, you can use LT (for "Less than") or LTE (for "Less than equal").

UI name: Contacts resolved in X

CONTACTS_TRANSFERRED_OUT

Unit: Count

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Contacts transferred out

Feature is a valid filter but not a valid grouping.

CONTACTS_TRANSFERRED_OUT_BY_AGENT

Unit: Count

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Contacts transferred out by agent

CONTACTS_TRANSFERRED_OUT_FROM_QUEUE

Unit: Count

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Contacts transferred out queue

CURRENT_CASES

Unit: Count

Required filter key: CASE_TEMPLATE_ARN

Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

UI name: Current cases

DELIVERY_ATTEMPTS

This metric is available only for outbound campaigns.

Unit: Count

Valid metric filter key: ANSWERING_MACHINE_DETECTION_STATUS, CAMPAIGN_DELIVERY_EVENT_TYPE, DISCONNECT_REASON

Valid groupings and filters: Agent, Answering Machine Detection Status, Campaign, Campaign Delivery EventType, Channel, contact/segmentAttributes/connect:Subtype, Disconnect Reason, Queue, Routing Profile

UI name: Delivery attempts

Campaign Delivery EventType filter and grouping are only available for SMS and Email campaign delivery modes. Agent, Queue, Routing Profile, Answering Machine Detection Status and Disconnect Reason are only available for agent assisted voice and automated voice delivery modes.

DELIVERY_ATTEMPT_DISPOSITION_RATE

This metric is available only for outbound campaigns. Dispositions for the agent assisted voice and automated voice delivery modes are only available with answering machine detection enabled.

Unit: Percent

Valid metric filter key: ANSWERING_MACHINE_DETECTION_STATUS, CAMPAIGN_DELIVERY_EVENT_TYPE, DISCONNECT_REASON

Valid groupings and filters: Agent, Answering Machine Detection Status, Campaign, Channel, contact/segmentAttributes/connect:Subtype, Disconnect Reason, Queue, Routing Profile

UI name: Delivery attempt disposition rate

Campaign Delivery Event Type filter and grouping are only available for SMS and Email campaign delivery modes. Agent, Queue, Routing Profile, Answering Machine Detection Status and Disconnect Reason are only available for agent assisted voice and automated voice delivery modes.

EVALUATIONS_PERFORMED

Unit: Count

Valid groupings and filters: Agent, Agent Hierarchy, Channel, Evaluation Form ID, Evaluation Source, Form Version, Queue, Routing Profile

UI name: Evaluations performed

FLOWS_OUTCOME

Unit: Count

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp

UI name: Flows outcome

FLOWS_STARTED

Unit: Count

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows resource ID, Initiation method, Resource published timestamp

UI name: Flows started

HUMAN_ANSWERED_CALLS

This metric is available only for outbound campaigns. Dispositions for the agent assisted voice and automated voice delivery modes are only available with answering machine detection enabled.

Unit: Count

Valid groupings and filters: Agent, Campaign

UI name: Human answered

MAX_FLOW_TIME

Unit: Seconds

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp

UI name: Maximum flow time

MAX_QUEUED_TIME

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Maximum queued time

MIN_FLOW_TIME

Unit: Seconds

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp

UI name: Minimum flow time

PERCENT_AUTOMATIC_FAILS

Unit: Percent

Valid groupings and filters: Agent, Agent Hierarchy, Channel, Evaluation Form ID, Evaluation Source, Form Version, Queue, Routing Profile

UI name: Automatic fails percent

PERCENT_BOT_CONVERSATIONS_OUTCOME

Unit: Percent

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot version, Bot locale, Flows resource ID, Flows module resource ID, Flow type, Flow action ID, Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows resource ID

UI name: Percent bot conversations outcome

PERCENT_BOT_INTENTS_OUTCOME

Unit: Percent

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Bot ID, Bot alias, Bot version, Bot locale, Bot intent name, Flows resource ID, Flows module resource ID, Flow type, Flow action ID, Invoking resource published timestamp, Initiation method, Invoking resource type, Parent flows resource ID

UI name: Percent bot intents outcome

PERCENT_CASES_FIRST_CONTACT_RESOLVED

Unit: Percent

Required filter key: CASE_TEMPLATE_ARN

Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

UI name: Cases resolved on first contact

PERCENT_CONTACTS_STEP_EXPIRED

Unit: Percent

Valid groupings and filters: Queue, RoutingStepExpression

UI name: This metric is available in Real-time Metrics UI but not on the Historical Metrics UI.

PERCENT_CONTACTS_STEP_JOINED

Unit: Percent

Valid groupings and filters: Queue, RoutingStepExpression

UI name: This metric is available in Real-time Metrics UI but not on the Historical Metrics UI.

PERCENT_FLOWS_OUTCOME

Unit: Percent

Valid metric filter key: FLOWS_OUTCOME_TYPE

Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp

UI name: Flows outcome percentage.

The FLOWS_OUTCOME_TYPE is not a valid grouping.

PERCENT_NON_TALK_TIME

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

Unit: Percentage

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Non-talk time percent

PERCENT_TALK_TIME

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

Unit: Percentage

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Talk time percent

PERCENT_TALK_TIME_AGENT

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

Unit: Percentage

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Agent talk time percent

PERCENT_TALK_TIME_CUSTOMER

This metric is available only for contacts analyzed by Contact Lens conversational analytics.

Unit: Percentage

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Customer talk time percent

REOPENED_CASE_ACTIONS

Unit: Count

Required filter key: CASE_TEMPLATE_ARN

Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

UI name: Cases reopened

RESOLVED_CASE_ACTIONS

Unit: Count

Required filter key: CASE_TEMPLATE_ARN

Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS

UI name: Cases resolved

SERVICE_LEVEL

You can include up to 20 SERVICE_LEVEL metrics in a request.

Unit: Percent

Valid groupings and filters: Queue, Channel, Routing Profile, Q in Connect

Threshold: For ThresholdValue, enter any whole number from 1 to 604800 (inclusive), in seconds. For Comparison, you can use LT (for "Less than") or LTE (for "Less than equal").

UI name: Service level X

STEP_CONTACTS_QUEUED

Unit: Count

Valid groupings and filters: Queue, RoutingStepExpression

UI name: This metric is available in Real-time Metrics UI but not on the Historical Metrics UI.

SUM_AFTER_CONTACT_WORK_TIME

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

UI name: After contact work time

SUM_CONNECTING_TIME_AGENT

Unit: Seconds

Valid metric filter key: INITIATION_METHOD. This metric only supports the following filter keys as INITIATION_METHOD: INBOUND | OUTBOUND | CALLBACK | API

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

UI name: Agent API connecting time

The Negate key in metric-level filters is not applicable for this metric.

CONTACTS_ABANDONED

Unit: Count

Metric filter:

• Valid values: API| Incoming | Outbound | Transfer | Callback | Queue_Transfer| Disconnect

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect

UI name: Contact abandoned

SUM_CONTACTS_ABANDONED_IN_X

Unit: Count

Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect

Threshold: For ThresholdValue, enter any whole number from 1 to 604800 (inclusive), in seconds. For Comparison, you can use LT (for "Less than") or LTE (for "Less than equal").

UI name: Contacts abandoned in X seconds

SUM_CONTACTS_ANSWERED_IN_X

Unit: Count

Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect

Threshold: For ThresholdValue, enter any whole number from 1 to 604800 (inclusive), in seconds. For Comparison, you can use LT (for "Less than") or LTE (for "Less than equal").

UI name: Contacts answered in X seconds

SUM_CONTACT_FLOW_TIME

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

UI name: Contact flow time

SUM_CONTACT_TIME_AGENT

Unit: Seconds

Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

UI name: Agent on contact time

SUM_CONTACTS_DISCONNECTED

Valid metric filter key: DISCONNECT_REASON

Unit: Count

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Contact disconnected

SUM_ERROR_STATUS_TIME_AGENT

Unit: Seconds

Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

UI name: Error status time

SUM_HANDLE_TIME

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

UI name: Contact handle time

SUM_HOLD_TIME

Unit: Count

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

UI name: Customer hold time

SUM_IDLE_TIME_AGENT

Unit: Seconds

Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

UI name: Agent idle time

SUM_INTERACTION_AND_HOLD_TIME

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect

UI name: Agent interaction and hold time

SUM_INTERACTION_TIME

Unit: Seconds

Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy

UI name: Agent interaction time

SUM_NON_PRODUCTIVE_TIME_AGENT

Unit: Seconds

Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

UI name: Non-Productive Time

SUM_ONLINE_TIME_AGENT

Unit: Seconds

Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy

UI name: Online time

SUM_RETRY_CALLBACK_ATTEMPTS

Unit: Count

Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect

UI name: Callback attempts

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] A unique identifier for the prompt.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] A unique identifier for the task template.

The system generated version of a task template that is associated with a task, when the task is created.

[required] The identifier of the traffic distribution group. This can be the ID or the ARN if the API is being called in the Region where the traffic distribution group was created. The ARN must be provided if the call is from the replicated Region.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The claimed phone number ARN being imported from the external service, such as Amazon Web Services End User Messaging. If it is from Amazon Web Services End User Messaging, it looks like the ARN of the phone number to import from Amazon Web Services End User Messaging.

The description of the phone number.

The tags used to organize, track, or control access for this resource. For example, { "Tags": {"key1":"value1", "key2":"value2"} }.

A unique, case-sensitive identifier that you provide to ensure the idempotency of the request. If not provided, the Amazon Web Services SDK populates this field. For more information about idempotency, see Making retries safe with idempotent APIs.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page.

Available agent status types.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The identifier of the dataset to get the association status.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the contact in this instance of Amazon Connect.

The maximum number of results to return per page.

The maximum number of results to return per page. The default MaxResult size is 25.

Valid Range: Minimum value of 1. Maximum value of 100.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The maximum number of results to return per page.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page.

[required] The version of Amazon Lex or Amazon Lex V2.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the contact in this instance of Amazon Connect.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

This is not expected to be set because the value returned in the previous response is always null.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page.

The state of the flow module.

[required] The identifier of the Amazon Connect instance.

[required] The identifier of the flow.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page. The default MaxResult size is 100.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The type of flow.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page. The default MaxResult size is 100.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier of the initial contact.

[required] The type of reference.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

This is not expected to be set, because the value returned in the previous response is always null.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The language code of the vocabulary entries. For a list of languages and their corresponding language codes, see What is Amazon Transcribe?

The maximum number of results to return per page.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The unique identifier for the evaluation form.

The maximum number of results to return per page.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The maximum number of results to return per page.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

A valid resource type.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page.

[required] The identifier of the Amazon Connect instance.

[required] The identifier for the hours of operation

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page. The default MaxResult size is 100. Valid Range: Minimum value of 1. Maximum value of 1000.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page. The default MaxResult size is 100.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] A valid resource type.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The integration type.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page.

The Amazon Resource Name (ARN) of the integration.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page. If no value is specified, the default is 10.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The type of phone number.

We recommend using list_phone_numbers_v2 to return phone number types. While ListPhoneNumbers returns number types UIFN, SHARED, THIRD_PARTY_TF, and THIRD_PARTY_DID, it incorrectly lists them as TOLL_FREE or DID.

The ISO country code.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page. The default MaxResult size is 100.

The Amazon Resource Name (ARN) for Amazon Connect instances or traffic distribution groups that phone number inbound traffic is routed through. If both TargetArn and InstanceId input are not provided, this API lists numbers claimed to all the Amazon Connect instances belonging to your account in the same Amazon Web Services Region as the request.

The identifier of the Amazon Connect instance that phone numbers are claimed to. You can find the instance ID in the Amazon Resource Name (ARN) of the instance. If both TargetArn and InstanceId are not provided, this API lists numbers claimed to all the Amazon Connect instances belonging to your account in the same AWS Region as the request.

The maximum number of results to return per page.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The ISO country code.

The type of phone number.

The prefix of the phone number. If provided, it must contain + as part of the country code.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page.

[required] The identifier of the Amazon Connect instance.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page. The default MaxResult size is 100.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

[required] The identifier for the queue.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page. The default MaxResult size is 100.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The type of queue.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page. The default MaxResult size is 100.

[required] The identifier of the Amazon Connect instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

The token for the next set of results. Use the value returned in the previous response in the next request to retrieve the next set of results.

The maximum number of results to return per page. The default MaxResult size is 100.

The type of quick connect. In the Amazon Connect admin website, when you create a quick connect, you are prompted to assign one of the following types: Agent (USER), External (PHONE_NUMBER), or Queue (QUEUE).