Connect / Client / get_contact_metrics

get_contact_metrics

Connect.Client.get_contact_metrics(**kwargs)

Retrieves the position of the contact in the queue.

Use cases

Following are common uses cases for position in queue:

  • Understand the expected wait experience of a contact.

  • Inform customers of their position in queue and potentially offer a callback.

  • Make data-driven routing decisions between primary and alternative queues.

  • Enhance queue visibility and leverage agent proficiencies to streamline contact routing.

Important things to know

  • The only way to retrieve the position of the contact in queue is by using this API. You can’t retrieve the position by using flows and attributes.

  • For more information, see the Position in queue metric in the Amazon Connect Administrator Guide.

Endpoints: See Amazon Connect endpoints and quotas.

See also: AWS API Documentation

Request Syntax

response = client.get_contact_metrics(
    InstanceId='string',
    ContactId='string',
    Metrics=[
        {
            'Name': 'POSITION_IN_QUEUE'
        },
    ]
)
Parameters:

  • InstanceId (string) –

    [REQUIRED]

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

  • ContactId (string) –

    [REQUIRED]

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

  • Metrics (list) –

    [REQUIRED]

    A list of contact-level metrics to retrieve.

    • (dict) –

      The object that contains information about metric being requested.

      • Name (string) – [REQUIRED]

        The name of the metric being retrieved in type String.

Return type:

dict

Returns:

Response Syntax

{
    'MetricResults': [
        {
            'Name': 'POSITION_IN_QUEUE',
            'Value': {
                'Number': 123.0
            }
        },
    ],
    'Id': 'string',
    'Arn': 'string'
}

Response Structure

  • (dict) –

    • MetricResults (list) –

      A list of metric results containing the calculated values for each requested metric. Each result includes the metric name and its corresponding calculated value.

      • (dict) –

        Object containing information about metric requested for the contact.

        • Name (string) –

          The name of the metric being retrieved in type String.

        • Value (dict) –

          Object result associated with the metric received.

          Note

          This is a Tagged Union structure. Only one of the following top level keys will be set: Number. If a client receives an unknown member it will set SDK_UNKNOWN_MEMBER as the top level key, which maps to the name or tag of the unknown member. The structure of SDK_UNKNOWN_MEMBER is as follows:

          'SDK_UNKNOWN_MEMBER': {'name': 'UnknownMemberName'}

          • Number (float) –

            The number of type Double. This number is the contact’s position in queue.

    • Id (string) –

      The unique identifier of the contact for which metrics were retrieved.

    • Arn (string) –

      The ARN of the contact for which metrics were retrieved.

Exceptions