aws-sdk-connect 1.150.0 → 1.151.0

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@@ -123,6 +123,12 @@ module Aws::Connect
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  # @!attribute [rw] agent_contact_state
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  # The [state of the contact][1].
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  #
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+ # <note markdown="1"> When `AgentContactState` is set to `CONNECTED_ONHOLD`,
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+ # `StateStartTimestamp` is not changed. Instead, `StateStartTimestamp`
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+ # reflects the time the contact was `CONNECTED` to the agent.
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+ #
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+ # </note>
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+ #
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  #
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  #
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  # [1]: https://docs.aws.amazon.com/connect/latest/adminguide/about-contact-states.html
@@ -3548,6 +3554,14 @@ module Aws::Connect
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  # identity management, the user name can include up to 20 characters.
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  # If you are using SAML for identity management, the user name can
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  # include up to 64 characters from \[a-zA-Z0-9\_-.\\@\]+.
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+ #
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+ # Username can include @ only if used in an email format. For example:
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+ #
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+ # * Correct: testuser
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+ #
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+ # * Correct: testuser@example.com
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+ #
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+ # * Incorrect: testuser@example
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  # @return [String]
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  #
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  # @!attribute [rw] password
@@ -7831,7 +7845,8 @@ module Aws::Connect
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  # `AGENT` \| `CHANNEL` \| `AGENT_HIERARCHY_LEVEL_ONE` \|
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  # `AGENT_HIERARCHY_LEVEL_TWO` \| `AGENT_HIERARCHY_LEVEL_THREE` \|
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  # `AGENT_HIERARCHY_LEVEL_FOUR` \| `AGENT_HIERARCHY_LEVEL_FIVE` \|
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- # `FEATURE` \| `contact/segmentAttributes/connect:Subtype` \|
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+ # `FEATURE` \| `CASE_TEMPLATE_ARN` \| `CASE_STATUS` \|
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+ # `contact/segmentAttributes/connect:Subtype` \|
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  # `ROUTING_STEP_EXPRESSION`
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  #
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  # * **Filter values**: A maximum of 100 filter values are supported in
@@ -7870,7 +7885,8 @@ module Aws::Connect
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  # Valid grouping keys: `QUEUE` \| `ROUTING_PROFILE` \| `AGENT` \|
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  # `CHANNEL` \| `AGENT_HIERARCHY_LEVEL_ONE` \|
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  # `AGENT_HIERARCHY_LEVEL_TWO` \| `AGENT_HIERARCHY_LEVEL_THREE` \|
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- # `AGENT_HIERARCHY_LEVEL_FOUR` \| `AGENT_HIERARCHY_LEVEL_FIVE`,
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+ # `AGENT_HIERARCHY_LEVEL_FOUR` \| `AGENT_HIERARCHY_LEVEL_FIVE` \|
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+ # `CASE_TEMPLATE_ARN` \| `CASE_STATUS` \|
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  # `contact/segmentAttributes/connect:Subtype` \|
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  # `ROUTING_STEP_EXPRESSION`
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  # @return [Array<String>]
@@ -7889,16 +7905,20 @@ module Aws::Connect
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  # Agent, Agent Hierarchy, Feature,
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  # contact/segmentAttributes/connect:Subtype
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  #
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+ # UI name: [Abandonment rate][2]
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+ #
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  # AGENT\_ADHERENT\_TIME
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  #
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  # : This metric is available only in Amazon Web Services Regions where
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- # [Forecasting, capacity planning, and scheduling][2] is available.
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+ # [Forecasting, capacity planning, and scheduling][3] is available.
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  #
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  # Unit: Seconds
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  #
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy
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  #
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+ # UI name: [Adherent time][4]
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+ #
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  # AGENT\_ANSWER\_RATE
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  #
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  # : Unit: Percent
@@ -7906,6 +7926,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy
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  #
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+ # UI name: [Agent answer rate][5]
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+ #
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  # AGENT\_NON\_ADHERENT\_TIME
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  #
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  # : Unit: Seconds
@@ -7913,6 +7935,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy
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  #
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+ # UI name: [Non-adherent time][6]
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+ #
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  # AGENT\_NON\_RESPONSE
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  #
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  # : Unit: Count
@@ -7920,6 +7944,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy
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  #
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+ # UI name: [Agent non-response][7]
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+ #
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  # AGENT\_NON\_RESPONSE\_WITHOUT\_CUSTOMER\_ABANDONS
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  #
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  # : Unit: Count
@@ -7930,6 +7956,8 @@ module Aws::Connect
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  # Data for this metric is available starting from October 1, 2023
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  # 0:00:00 GMT.
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  #
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+ # UI name: [Agent non-response without customer abandons][8]
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+ #
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  # AGENT\_OCCUPANCY
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  #
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  # : Unit: Percentage
@@ -7937,26 +7965,32 @@ module Aws::Connect
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  # Valid groupings and filters: Routing Profile, Agent, Agent
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  # Hierarchy
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  #
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+ # UI name: [Occupancy][9]
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+ #
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  # AGENT\_SCHEDULE\_ADHERENCE
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  #
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  # : This metric is available only in Amazon Web Services Regions where
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- # [Forecasting, capacity planning, and scheduling][2] is available.
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+ # [Forecasting, capacity planning, and scheduling][3] is available.
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  #
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  # Unit: Percent
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  #
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy
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  #
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+ # UI name: [Adherence][10]
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+ #
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  # AGENT\_SCHEDULED\_TIME
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  #
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  # : This metric is available only in Amazon Web Services Regions where
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- # [Forecasting, capacity planning, and scheduling][2] is available.
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+ # [Forecasting, capacity planning, and scheduling][3] is available.
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  #
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  # Unit: Seconds
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  #
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy
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  #
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+ # UI name: [Scheduled time][11]
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+ #
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  # AVG\_ABANDON\_TIME
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  #
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  # : Unit: Seconds
@@ -7965,6 +7999,8 @@ module Aws::Connect
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  # Agent, Agent Hierarchy, Feature,
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  # contact/segmentAttributes/connect:Subtype
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  #
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+ # UI name: [Average queue abandon time][12]
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+ #
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  # AVG\_ACTIVE\_TIME
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  #
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  # : Unit: Seconds
@@ -7972,6 +8008,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy
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  #
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+ # UI name: [Average active time][13]
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+ #
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  # AVG\_AFTER\_CONTACT\_WORK\_TIME
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  #
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  # : Unit: Seconds
@@ -7982,6 +8020,8 @@ module Aws::Connect
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  # Agent, Agent Hierarchy, Feature,
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  # contact/segmentAttributes/connect:Subtype
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  #
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+ # UI name: [Average after contact work time][14]
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+ #
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  # <note markdown="1"> Feature is a valid filter but not a valid grouping.
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  #
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  # </note>
@@ -7997,6 +8037,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy
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  #
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+ # UI name: [Average agent API connecting time][15]
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+ #
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  # <note markdown="1"> The `Negate` key in Metric Level Filters is not applicable for
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  # this metric.
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  #
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy
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  #
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+ # UI name: [Average agent pause time][16]
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+ #
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+ # AVG\_CASE\_RELATED\_CONTACTS
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+ #
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+ # : Unit: Count
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+ #
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+ # Required filter key: CASE\_TEMPLATE\_ARN
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+ #
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+ # Valid groupings and filters: CASE\_TEMPLATE\_ARN, CASE\_STATUS
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+ #
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+ # UI name: [Average contacts per case][17]
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+ #
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+ # AVG\_CASE\_RESOLUTION\_TIME
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+ #
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+ # : Unit: Seconds
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+ #
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+ # Required filter key: CASE\_TEMPLATE\_ARN
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+ #
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+ # Valid groupings and filters: CASE\_TEMPLATE\_ARN, CASE\_STATUS
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+ #
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+ # UI name: [Average case resolution time][18]
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+ #
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  # AVG\_CONTACT\_DURATION
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  #
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  # : Unit: Seconds
@@ -8017,6 +8081,8 @@ module Aws::Connect
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  # Agent, Agent Hierarchy, Feature,
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  # contact/segmentAttributes/connect:Subtype
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  #
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+ # UI name: [Average contact duration][19]
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+ #
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  # <note markdown="1"> Feature is a valid filter but not a valid grouping.
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  #
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  # </note>
@@ -8029,6 +8095,8 @@ module Aws::Connect
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  # Agent, Agent Hierarchy, Feature,
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  # contact/segmentAttributes/connect:Subtype
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  #
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+ # UI name: [Average conversation duration][20]
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+ #
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  # AVG\_GREETING\_TIME\_AGENT
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  #
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  # : This metric is available only for contacts analyzed by Contact
@@ -8039,6 +8107,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
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  #
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+ # UI name: [Average greeting time agent ][21]
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+ #
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  # AVG\_HANDLE\_TIME
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  #
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  # : Unit: Seconds
@@ -8047,6 +8117,8 @@ module Aws::Connect
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  # Agent, Agent Hierarchy, Feature,
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  # contact/segmentAttributes/connect:Subtype, RoutingStepExpression
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  #
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+ # UI name: [Average handle time][22]
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+ #
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  # <note markdown="1"> Feature is a valid filter but not a valid grouping.
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  #
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  # </note>
@@ -8059,6 +8131,8 @@ module Aws::Connect
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  # Agent, Agent Hierarchy, Feature,
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  # contact/segmentAttributes/connect:Subtype
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  #
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+ # UI name: [Average customer hold time][23]
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+ #
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  # <note markdown="1"> Feature is a valid filter but not a valid grouping.
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  #
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  # </note>
@@ -8070,6 +8144,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
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  #
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+ # UI name: [Average customer hold time all contacts][24]
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+ #
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  # AVG\_HOLDS
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  #
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  # : Unit: Count
@@ -8078,6 +8154,8 @@ module Aws::Connect
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  # Agent, Agent Hierarchy, Feature,
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  # contact/segmentAttributes/connect:Subtype
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  #
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+ # UI name: [Average holds][25]
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+ #
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  # <note markdown="1"> Feature is a valid filter but not a valid grouping.
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  #
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  # </note>
@@ -8089,6 +8167,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
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  #
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+ # UI name: [Average agent interaction and customer hold time][26]
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+ #
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  # AVG\_INTERACTION\_TIME
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  #
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  # : Unit: Seconds
@@ -8098,6 +8178,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Feature, contact/segmentAttributes/connect:Subtype
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  #
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+ # UI name: [Average agent interaction time][27]
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+ #
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  # <note markdown="1"> Feature is a valid filter but not a valid grouping.
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  #
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  # </note>
@@ -8112,6 +8194,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
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  #
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+ # UI name: [Average interruptions agent ][28]
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+ #
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  # AVG\_INTERRUPTION\_TIME\_AGENT
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  #
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  # : This metric is available only for contacts analyzed by Contact
@@ -8122,6 +8206,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
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  #
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+ # UI name: [Average interruption time agent][29]
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+ #
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  # AVG\_NON\_TALK\_TIME
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  #
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  # : This metric is available only for contacts analyzed by Contact
@@ -8132,6 +8218,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
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  #
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+ # UI name: [Average non-talk time][30]
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+ #
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  # AVG\_QUEUE\_ANSWER\_TIME
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  #
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  # : Unit: Seconds
@@ -8139,6 +8227,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Feature, contact/segmentAttributes/connect:Subtype
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  #
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+ # UI name: [Average queue answer time][31]
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+ #
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  # <note markdown="1"> Feature is a valid filter but not a valid grouping.
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  #
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  # </note>
@@ -8150,6 +8240,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # contact/segmentAttributes/connect:Subtype
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  #
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+ # UI name: [Average resolution time][32]
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+ #
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  # AVG\_TALK\_TIME
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  #
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  # : This metric is available only for contacts analyzed by Contact
@@ -8160,6 +8252,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
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  #
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+ # UI name: [Average talk time][33]
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+ #
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  # AVG\_TALK\_TIME\_AGENT
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  #
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  # : This metric is available only for contacts analyzed by Contact
@@ -8170,6 +8264,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
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  #
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+ # UI name: [Average talk time agent][34]
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+ #
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  # AVG\_TALK\_TIME\_CUSTOMER
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  #
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  # : This metric is available only for contacts analyzed by Contact
@@ -8180,6 +8276,18 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
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  #
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+ # UI name: [Average talk time customer][35]
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+ #
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+ # CASES\_CREATED
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+ #
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+ # : Unit: Count
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+ #
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+ # Required filter key: CASE\_TEMPLATE\_ARN
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+ #
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+ # Valid groupings and filters: CASE\_TEMPLATE\_ARN, CASE\_STATUS
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+ #
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+ # UI name: [Cases created][36]
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+ #
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  # CONTACTS\_ABANDONED
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  #
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  # : Unit: Count
@@ -8188,6 +8296,8 @@ module Aws::Connect
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  # Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype,
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  # RoutingStepExpression
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  #
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+ # UI name: [Contact abandoned][37]
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+ #
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  # CONTACTS\_CREATED
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  #
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  # : Unit: Count
@@ -8197,6 +8307,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Feature, contact/segmentAttributes/connect:Subtype
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  #
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+ # UI name: [Contacts created][38]
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+ #
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  # <note markdown="1"> Feature is a valid filter but not a valid grouping.
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  #
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  # </note>
@@ -8211,6 +8323,8 @@ module Aws::Connect
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  # Agent, Agent Hierarchy, Feature,
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  # contact/segmentAttributes/connect:Subtype, RoutingStepExpression
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  #
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+ # UI name: [API contacts handled][39]
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+ #
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  # <note markdown="1"> Feature is a valid filter but not a valid grouping.
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  #
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  # </note>
@@ -8224,6 +8338,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Agent, Agent
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  # Hierarchy, contact/segmentAttributes/connect:Subtype
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  #
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+ # UI name: [Contacts handled by Connected to agent][40]
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+ #
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  # CONTACTS\_HOLD\_ABANDONS
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  #
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  # : Unit: Count
@@ -8231,6 +8347,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
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  #
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+ # UI name: [Contacts hold disconnect][40]
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+ #
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  # CONTACTS\_ON\_HOLD\_AGENT\_DISCONNECT
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  #
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  # : Unit: Count
@@ -8238,6 +8356,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy
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  #
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+ # UI name: [Contacts hold agent disconnect][41]
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+ #
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  # CONTACTS\_ON\_HOLD\_CUSTOMER\_DISCONNECT
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  #
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  # : Unit: Count
@@ -8245,6 +8365,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy
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  #
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+ # UI name: [Contacts hold customer disconnect][42]
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+ #
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  # CONTACTS\_PUT\_ON\_HOLD
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  #
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  # : Unit: Count
@@ -8252,6 +8374,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy
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  #
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+ # UI name: [Contacts put on hold][42]
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+ #
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  # CONTACTS\_TRANSFERRED\_OUT\_EXTERNAL
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  #
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  # : Unit: Count
@@ -8259,6 +8383,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy
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  #
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+ # UI name: [Contacts transferred out external][43]
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+ #
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  # CONTACTS\_TRANSFERRED\_OUT\_INTERNAL
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  #
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  # : Unit: Percent
@@ -8266,6 +8392,8 @@ module Aws::Connect
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  # Valid groupings and filters: Queue, Channel, Routing Profile,
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  # Agent, Agent Hierarchy
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  #
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+ # UI name: [Contacts transferred out internal][44]
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+ #
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  # CONTACTS\_QUEUED
8270
8398
  #
8271
8399
  # : Unit: Count
@@ -8273,6 +8401,8 @@ module Aws::Connect
8273
8401
  # Valid groupings and filters: Queue, Channel, Routing Profile,
8274
8402
  # Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
8275
8403
  #
8404
+ # UI name: [Contacts queued][45]
8405
+ #
8276
8406
  # CONTACTS\_QUEUED\_BY\_ENQUEUE
8277
8407
  #
8278
8408
  # : Unit: Count
@@ -8280,6 +8410,8 @@ module Aws::Connect
8280
8410
  # Valid groupings and filters: Queue, Channel, Agent, Agent
8281
8411
  # Hierarchy, contact/segmentAttributes/connect:Subtype
8282
8412
  #
8413
+ # UI name: [Contacts queued by Enqueue][46]
8414
+ #
8283
8415
  # CONTACTS\_RESOLVED\_IN\_X
8284
8416
  #
8285
8417
  # : Unit: Count
@@ -8291,6 +8423,8 @@ module Aws::Connect
8291
8423
  # 604800 (inclusive), in seconds. For `Comparison`, you must enter
8292
8424
  # `LT` (for "Less than").
8293
8425
  #
8426
+ # UI name: [Contacts resolved in X][47]
8427
+ #
8294
8428
  # CONTACTS\_TRANSFERRED\_OUT
8295
8429
  #
8296
8430
  # : Unit: Count
@@ -8299,6 +8433,8 @@ module Aws::Connect
8299
8433
  # Agent, Agent Hierarchy, Feature,
8300
8434
  # contact/segmentAttributes/connect:Subtype
8301
8435
  #
8436
+ # UI name: [Contacts transferred out][48]
8437
+ #
8302
8438
  # <note markdown="1"> Feature is a valid filter but not a valid grouping.
8303
8439
  #
8304
8440
  # </note>
@@ -8310,6 +8446,8 @@ module Aws::Connect
8310
8446
  # Valid groupings and filters: Queue, Channel, Routing Profile,
8311
8447
  # Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
8312
8448
  #
8449
+ # UI name: [Contacts transferred out by agent][49]
8450
+ #
8313
8451
  # CONTACTS\_TRANSFERRED\_OUT\_FROM\_QUEUE
8314
8452
  #
8315
8453
  # : Unit: Count
@@ -8317,6 +8455,18 @@ module Aws::Connect
8317
8455
  # Valid groupings and filters: Queue, Channel, Routing Profile,
8318
8456
  # Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
8319
8457
  #
8458
+ # UI name: [Contacts transferred out queue][49]
8459
+ #
8460
+ # CURRENT\_CASES
8461
+ #
8462
+ # : Unit: Count
8463
+ #
8464
+ # Required filter key: CASE\_TEMPLATE\_ARN
8465
+ #
8466
+ # Valid groupings and filters: CASE\_TEMPLATE\_ARN, CASE\_STATUS
8467
+ #
8468
+ # UI name: [Current cases][50]
8469
+ #
8320
8470
  # MAX\_QUEUED\_TIME
8321
8471
  #
8322
8472
  # : Unit: Seconds
@@ -8324,18 +8474,34 @@ module Aws::Connect
8324
8474
  # Valid groupings and filters: Queue, Channel, Routing Profile,
8325
8475
  # Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
8326
8476
  #
8477
+ # UI name: [Maximum queued time][51]
8478
+ #
8479
+ # PERCENT\_CASES\_FIRST\_CONTACT\_RESOLVED
8480
+ #
8481
+ # : Unit: Percent
8482
+ #
8483
+ # Required filter key: CASE\_TEMPLATE\_ARN
8484
+ #
8485
+ # Valid groupings and filters: CASE\_TEMPLATE\_ARN, CASE\_STATUS
8486
+ #
8487
+ # UI name: [Cases resolved on first contact][52]
8488
+ #
8327
8489
  # PERCENT\_CONTACTS\_STEP\_EXPIRED
8328
8490
  #
8329
8491
  # : Unit: Percent
8330
8492
  #
8331
8493
  # Valid groupings and filters: Queue, RoutingStepExpression
8332
8494
  #
8495
+ # UI name: Not available
8496
+ #
8333
8497
  # PERCENT\_CONTACTS\_STEP\_JOINED
8334
8498
  #
8335
8499
  # : Unit: Percent
8336
8500
  #
8337
8501
  # Valid groupings and filters: Queue, RoutingStepExpression
8338
8502
  #
8503
+ # UI name: Not available
8504
+ #
8339
8505
  # PERCENT\_NON\_TALK\_TIME
8340
8506
  #
8341
8507
  # : This metric is available only for contacts analyzed by Contact
@@ -8346,6 +8512,8 @@ module Aws::Connect
8346
8512
  # Valid groupings and filters: Queue, Channel, Routing Profile,
8347
8513
  # Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
8348
8514
  #
8515
+ # UI name: [Non-talk time percent][53]
8516
+ #
8349
8517
  # PERCENT\_TALK\_TIME
8350
8518
  #
8351
8519
  # : This metric is available only for contacts analyzed by Contact
@@ -8356,6 +8524,8 @@ module Aws::Connect
8356
8524
  # Valid groupings and filters: Queue, Channel, Routing Profile,
8357
8525
  # Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
8358
8526
  #
8527
+ # UI name: [Talk time percent][54]
8528
+ #
8359
8529
  # PERCENT\_TALK\_TIME\_AGENT
8360
8530
  #
8361
8531
  # : This metric is available only for contacts analyzed by Contact
@@ -8366,6 +8536,8 @@ module Aws::Connect
8366
8536
  # Valid groupings and filters: Queue, Channel, Routing Profile,
8367
8537
  # Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
8368
8538
  #
8539
+ # UI name: [Talk time agent percent][55]
8540
+ #
8369
8541
  # PERCENT\_TALK\_TIME\_CUSTOMER
8370
8542
  #
8371
8543
  # : This metric is available only for contacts analyzed by Contact
@@ -8376,6 +8548,28 @@ module Aws::Connect
8376
8548
  # Valid groupings and filters: Queue, Channel, Routing Profile,
8377
8549
  # Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
8378
8550
  #
8551
+ # UI name: [Talk time customer percent][56]
8552
+ #
8553
+ # REOPENED\_CASE\_ACTIONS
8554
+ #
8555
+ # : Unit: Count
8556
+ #
8557
+ # Required filter key: CASE\_TEMPLATE\_ARN
8558
+ #
8559
+ # Valid groupings and filters: CASE\_TEMPLATE\_ARN, CASE\_STATUS
8560
+ #
8561
+ # UI name: [Cases reopened][57]
8562
+ #
8563
+ # RESOLVED\_CASE\_ACTIONS
8564
+ #
8565
+ # : Unit: Count
8566
+ #
8567
+ # Required filter key: CASE\_TEMPLATE\_ARN
8568
+ #
8569
+ # Valid groupings and filters: CASE\_TEMPLATE\_ARN, CASE\_STATUS
8570
+ #
8571
+ # UI name: [Cases resolved][58]
8572
+ #
8379
8573
  # SERVICE\_LEVEL
8380
8574
  #
8381
8575
  # : You can include up to 20 SERVICE\_LEVEL metrics in a request.
@@ -8388,12 +8582,16 @@ module Aws::Connect
8388
8582
  # 604800 (inclusive), in seconds. For `Comparison`, you must enter
8389
8583
  # `LT` (for "Less than").
8390
8584
  #
8585
+ # UI name: [Service level X][59]
8586
+ #
8391
8587
  # STEP\_CONTACTS\_QUEUED
8392
8588
  #
8393
8589
  # : Unit: Count
8394
8590
  #
8395
8591
  # Valid groupings and filters: Queue, RoutingStepExpression
8396
8592
  #
8593
+ # UI name: Not available
8594
+ #
8397
8595
  # SUM\_AFTER\_CONTACT\_WORK\_TIME
8398
8596
  #
8399
8597
  # : Unit: Seconds
@@ -8401,6 +8599,8 @@ module Aws::Connect
8401
8599
  # Valid groupings and filters: Queue, Channel, Routing Profile,
8402
8600
  # Agent, Agent Hierarchy
8403
8601
  #
8602
+ # UI name: [After contact work time][60]
8603
+ #
8404
8604
  # SUM\_CONNECTING\_TIME\_AGENT
8405
8605
  #
8406
8606
  # : Unit: Seconds
@@ -8412,6 +8612,8 @@ module Aws::Connect
8412
8612
  # Valid groupings and filters: Queue, Channel, Routing Profile,
8413
8613
  # Agent, Agent Hierarchy
8414
8614
  #
8615
+ # UI name: [Agent API connecting time][61]
8616
+ #
8415
8617
  # <note markdown="1"> The `Negate` key in Metric Level Filters is not applicable for
8416
8618
  # this metric.
8417
8619
  #
@@ -8424,6 +8626,8 @@ module Aws::Connect
8424
8626
  # Valid groupings and filters: Queue, Channel, Routing Profile,
8425
8627
  # Agent, Agent Hierarchy
8426
8628
  #
8629
+ # UI name: [Contact flow time][62]
8630
+ #
8427
8631
  # SUM\_CONTACT\_TIME\_AGENT
8428
8632
  #
8429
8633
  # : Unit: Seconds
@@ -8431,6 +8635,8 @@ module Aws::Connect
8431
8635
  # Valid groupings and filters: Queue, Channel, Routing Profile,
8432
8636
  # Agent, Agent Hierarchy
8433
8637
  #
8638
+ # UI name: [Agent on contact time][63]
8639
+ #
8434
8640
  # SUM\_CONTACTS\_ANSWERED\_IN\_X
8435
8641
  #
8436
8642
  # : Unit: Count
@@ -8442,6 +8648,8 @@ module Aws::Connect
8442
8648
  # 604800 (inclusive), in seconds. For `Comparison`, you must enter
8443
8649
  # `LT` (for "Less than").
8444
8650
  #
8651
+ # UI name: [Contacts answered in X seconds][64]
8652
+ #
8445
8653
  # SUM\_CONTACTS\_ABANDONED\_IN\_X
8446
8654
  #
8447
8655
  # : Unit: Count
@@ -8453,6 +8661,8 @@ module Aws::Connect
8453
8661
  # 604800 (inclusive), in seconds. For `Comparison`, you must enter
8454
8662
  # `LT` (for "Less than").
8455
8663
  #
8664
+ # UI name: [Contacts abandoned in X seconds][65]
8665
+ #
8456
8666
  # SUM\_CONTACTS\_DISCONNECTED
8457
8667
  #
8458
8668
  # : Valid metric filter key: `DISCONNECT_REASON`
@@ -8462,6 +8672,8 @@ module Aws::Connect
8462
8672
  # Valid groupings and filters: Queue, Channel, Routing Profile,
8463
8673
  # Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
8464
8674
  #
8675
+ # UI name: [Contact disconnected][66]
8676
+ #
8465
8677
  # SUM\_ERROR\_STATUS\_TIME\_AGENT
8466
8678
  #
8467
8679
  # : Unit: Seconds
@@ -8469,6 +8681,8 @@ module Aws::Connect
8469
8681
  # Valid groupings and filters: Queue, Channel, Routing Profile,
8470
8682
  # Agent, Agent Hierarchy
8471
8683
  #
8684
+ # UI name: [Error status time][67]
8685
+ #
8472
8686
  # SUM\_HANDLE\_TIME
8473
8687
  #
8474
8688
  # : Unit: Seconds
@@ -8476,6 +8690,8 @@ module Aws::Connect
8476
8690
  # Valid groupings and filters: Queue, Channel, Routing Profile,
8477
8691
  # Agent, Agent Hierarchy
8478
8692
  #
8693
+ # UI name: [Contact handle time][68]
8694
+ #
8479
8695
  # SUM\_HOLD\_TIME
8480
8696
  #
8481
8697
  # : Unit: Count
@@ -8483,6 +8699,8 @@ module Aws::Connect
8483
8699
  # Valid groupings and filters: Queue, Channel, Routing Profile,
8484
8700
  # Agent, Agent Hierarchy
8485
8701
  #
8702
+ # UI name: [Customer hold time][69]
8703
+ #
8486
8704
  # SUM\_IDLE\_TIME\_AGENT
8487
8705
  #
8488
8706
  # : Unit: Seconds
@@ -8490,6 +8708,8 @@ module Aws::Connect
8490
8708
  # Valid groupings and filters: Routing Profile, Agent, Agent
8491
8709
  # Hierarchy
8492
8710
  #
8711
+ # UI name: [Agent idle time][70]
8712
+ #
8493
8713
  # SUM\_INTERACTION\_AND\_HOLD\_TIME
8494
8714
  #
8495
8715
  # : Unit: Seconds
@@ -8497,6 +8717,8 @@ module Aws::Connect
8497
8717
  # Valid groupings and filters: Queue, Channel, Routing Profile,
8498
8718
  # Agent, Agent Hierarchy
8499
8719
  #
8720
+ # UI name: [Agent interaction and hold time][71]
8721
+ #
8500
8722
  # SUM\_INTERACTION\_TIME
8501
8723
  #
8502
8724
  # : Unit: Seconds
@@ -8504,6 +8726,8 @@ module Aws::Connect
8504
8726
  # Valid groupings and filters: Queue, Channel, Routing Profile,
8505
8727
  # Agent, Agent Hierarchy
8506
8728
  #
8729
+ # UI name: [Agent interaction time][72]
8730
+ #
8507
8731
  # SUM\_NON\_PRODUCTIVE\_TIME\_AGENT
8508
8732
  #
8509
8733
  # : Unit: Seconds
@@ -8511,6 +8735,8 @@ module Aws::Connect
8511
8735
  # Valid groupings and filters: Routing Profile, Agent, Agent
8512
8736
  # Hierarchy
8513
8737
  #
8738
+ # UI name: [Non-Productive Time][73]
8739
+ #
8514
8740
  # SUM\_ONLINE\_TIME\_AGENT
8515
8741
  #
8516
8742
  # : Unit: Seconds
@@ -8518,6 +8744,8 @@ module Aws::Connect
8518
8744
  # Valid groupings and filters: Routing Profile, Agent, Agent
8519
8745
  # Hierarchy
8520
8746
  #
8747
+ # UI name: [Online time][74]
8748
+ #
8521
8749
  # SUM\_RETRY\_CALLBACK\_ATTEMPTS
8522
8750
  #
8523
8751
  # : Unit: Count
@@ -8525,10 +8753,85 @@ module Aws::Connect
8525
8753
  # Valid groupings and filters: Queue, Channel, Routing Profile,
8526
8754
  # contact/segmentAttributes/connect:Subtype
8527
8755
  #
8756
+ # UI name: [Callback attempts][75]
8757
+ #
8528
8758
  #
8529
8759
  #
8530
8760
  # [1]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html
8531
- # [2]: https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#optimization_region
8761
+ # [2]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#abandonment-rate-historical
8762
+ # [3]: https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#optimization_region
8763
+ # [4]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#adherent-time-historical
8764
+ # [5]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-answer-rate-historical
8765
+ # [6]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#non-adherent-time
8766
+ # [7]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-non-response
8767
+ # [8]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-nonresponse-no-abandon-historical
8768
+ # [9]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#occupancy-historical
8769
+ # [10]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#adherence-historical
8770
+ # [11]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#scheduled-time-historical
8771
+ # [12]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-queue-abandon-time-historical
8772
+ # [13]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-active-time-historical
8773
+ # [14]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-acw-time-historical
8774
+ # [15]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#htm-avg-agent-api-connecting-time
8775
+ # [16]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-pause-time-historical
8776
+ # [17]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-contacts-case-historical
8777
+ # [18]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-case-resolution-time-historical
8778
+ # [19]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-contact-duration-historical
8779
+ # [20]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-conversation-duration-historical
8780
+ # [21]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-greeting-time-agent-historical
8781
+ # [22]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-handle-time-historical
8782
+ # [23]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-customer-hold-time-historical
8783
+ # [24]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#avg-customer-hold-time-all-contacts-historical
8784
+ # [25]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-holds-historical
8785
+ # [26]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-interaction-customer-hold-time-historical
8786
+ # [27]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-interaction-time-historical
8787
+ # [28]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-interruptions-agent-historical
8788
+ # [29]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-interruptions-time-agent-historical
8789
+ # [30]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html##average-non-talk-time-historical
8790
+ # [31]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-queue-answer-time-historical
8791
+ # [32]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-resolution-time-historical
8792
+ # [33]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-historical
8793
+ # [34]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-agent-historical
8794
+ # [35]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-customer-historical
8795
+ # [36]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html##cases-created-historical
8796
+ # [37]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-abandoned-historical
8797
+ # [38]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-created-historical
8798
+ # [39]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#api-contacts-handled-historical
8799
+ # [40]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-handled-by-connected-to-agent-historical
8800
+ # [41]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-agent-disconnect-historical
8801
+ # [42]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-customer-disconnect-historical
8802
+ # [43]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-external-historical
8803
+ # [44]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-internal-historical
8804
+ # [45]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-queued-historical
8805
+ # [46]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-queued-by-enqueue-historical
8806
+ # [47]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-resolved-historical
8807
+ # [48]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-historical
8808
+ # [49]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-by-agent-historical
8809
+ # [50]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#current-cases-historical
8810
+ # [51]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#maximum-queued-time-historical
8811
+ # [52]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-resolved-first-contact-historical
8812
+ # [53]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ntt-historical
8813
+ # [54]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#tt-historical
8814
+ # [55]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ttagent-historical
8815
+ # [56]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ttcustomer-historical
8816
+ # [57]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-reopened-historical
8817
+ # [58]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-resolved-historicall
8818
+ # [59]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#service-level-historical
8819
+ # [60]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#acw-historical
8820
+ # [61]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#htm-agent-api-connecting-time
8821
+ # [62]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-flow-time-historical
8822
+ # [63]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-on-contact-time-historical
8823
+ # [64]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-answered-x-historical
8824
+ # [65]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-abandoned-x-historical
8825
+ # [66]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-disconnected-historical
8826
+ # [67]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#error-status-time-historical
8827
+ # [68]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-handle-time-historical
8828
+ # [69]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#customer-hold-time-historical
8829
+ # [70]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-idle-time-historica
8830
+ # [71]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-interaction-hold-time-historical
8831
+ # [72]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-interaction-time-historical
8832
+ # [73]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#npt-historical
8833
+ # [74]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#online-time-historical
8834
+ # [75]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#callback-attempts-historical
8532
8835
  # @return [Array<Types::MetricV2>]
8533
8836
  #
8534
8837
  # @!attribute [rw] next_token
@@ -16621,7 +16924,9 @@ module Aws::Connect
16621
16924
  # @return [Types::ParticipantDetails]
16622
16925
  #
16623
16926
  # @!attribute [rw] initial_message
16624
- # The initial message to be sent to the newly created chat.
16927
+ # The initial message to be sent to the newly created chat. If you
16928
+ # have a Lex bot in your flow, the initial message is not delivered to
16929
+ # the Lex bot.
16625
16930
  # @return [Types::ChatMessage]
16626
16931
  #
16627
16932
  # @!attribute [rw] client_token
@@ -20322,6 +20627,13 @@ module Aws::Connect
20322
20627
 
20323
20628
  # Contains information about the identity of a user.
20324
20629
  #
20630
+ # <note markdown="1"> For Amazon Connect instances that are created with the
20631
+ # `EXISTING_DIRECTORY` identity management type, `FirstName`,
20632
+ # `LastName`, and `Email` cannot be updated from within Amazon Connect
20633
+ # because they are managed by the directory.
20634
+ #
20635
+ # </note>
20636
+ #
20325
20637
  # @!attribute [rw] first_name
20326
20638
  # The first name. This is required if you are using Amazon Connect or
20327
20639
  # SAML for identity management.
@@ -20408,7 +20720,12 @@ module Aws::Connect
20408
20720
  # @return [Boolean]
20409
20721
  #
20410
20722
  # @!attribute [rw] after_contact_work_time_limit
20411
- # The After Call Work (ACW) timeout setting, in seconds.
20723
+ # The After Call Work (ACW) timeout setting, in seconds. This
20724
+ # parameter has a minimum value of 0 and a maximum value of 2,000,000
20725
+ # seconds (24 days). Enter 0 if you don't want to allocate a specific
20726
+ # amount of ACW time. It essentially means an indefinite amount of
20727
+ # time. When the conversation ends, ACW starts; the agent must choose
20728
+ # Close contact to end ACW.
20412
20729
  #
20413
20730
  # <note markdown="1"> When returned by a `SearchUsers` call, `AfterContactWorkTimeLimit`
20414
20731
  # is returned in milliseconds.
@@ -20538,9 +20855,9 @@ module Aws::Connect
20538
20855
  # A leaf node condition which can be used to specify a string
20539
20856
  # condition.
20540
20857
  #
20541
- # The currently supported values for `FieldName` are `username`,
20542
- # `firstname`, `lastname`, `resourceId`, `routingProfileId`,
20543
- # `securityProfileId`, `agentGroupId`, and `agentGroupPathIds`.
20858
+ # The currently supported values for `FieldName` are `Username`,
20859
+ # `FirstName`, `LastName`, `RoutingProfileId`, `SecurityProfileId`,
20860
+ # `ResourceId`.
20544
20861
  # @return [Types::StringCondition]
20545
20862
  #
20546
20863
  # @!attribute [rw] hierarchy_group_condition