aws-sdk-connect 1.158.0 → 1.160.0

data/lib/aws-sdk-connect/types.rb

@@ -161,6 +161,20 @@ module Aws::Connect
       include Aws::Structure
     end
 
+    # Information about an agent hierarchy group.
+    #
+    # @!attribute [rw] arn
+    #   The Amazon Resource Name (ARN) of the group.
+    #   @return [String]
+    #
+    # @see http://docs.aws.amazon.com/goto/WebAPI/connect-2017-08-08/AgentHierarchyGroup AWS API Documentation
+    #
+    class AgentHierarchyGroup < Struct.new(
+      :arn)
+      SENSITIVE = []
+      include Aws::Structure
+    end
+
     # A structure that defines search criteria for contacts using agent
     # hierarchy group levels. For more information about agent hierarchies,
     # see [Set Up Agent Hierarchies][1] in the *Amazon Connect Administrator
@@ -216,12 +230,42 @@ module Aws::Connect
     #   Agent pause duration for a contact in seconds.
     #   @return [Integer]
     #
+    # @!attribute [rw] hierarchy_groups
+    #   The agent hierarchy groups for the agent.
+    #   @return [Types::HierarchyGroups]
+    #
+    # @!attribute [rw] device_info
+    #   Information regarding Agent’s device.
+    #   @return [Types::DeviceInfo]
+    #
+    # @!attribute [rw] capabilities
+    #   The configuration for the allowed capabilities for participants
+    #   present over the call.
+    #   @return [Types::ParticipantCapabilities]
+    #
     # @see http://docs.aws.amazon.com/goto/WebAPI/connect-2017-08-08/AgentInfo AWS API Documentation
     #
     class AgentInfo < Struct.new(
       :id,
       :connected_to_agent_timestamp,
-      :agent_pause_duration_in_seconds)
+      :agent_pause_duration_in_seconds,
+      :hierarchy_groups,
+      :device_info,
+      :capabilities)
+      SENSITIVE = []
+      include Aws::Structure
+    end
+
+    # Information about the quality of the Agent's media connection
+    #
+    # @!attribute [rw] audio
+    #   Information about the audio quality of the Agent
+    #   @return [Types::AudioQualityMetricsInfo]
+    #
+    # @see http://docs.aws.amazon.com/goto/WebAPI/connect-2017-08-08/AgentQualityMetrics AWS API Documentation
+    #
+    class AgentQualityMetrics < Struct.new(
+      :audio)
       SENSITIVE = []
       include Aws::Structure
     end
@@ -1104,6 +1148,35 @@ module Aws::Connect
       include Aws::Structure
     end
 
+    # An object to specify the predefined attribute condition.
+    #
+    # @!attribute [rw] name
+    #   The name of predefined attribute.
+    #   @return [String]
+    #
+    # @!attribute [rw] value
+    #   The value of predefined attribute.
+    #   @return [String]
+    #
+    # @!attribute [rw] proficiency_level
+    #   The proficiency level of the condition.
+    #   @return [Float]
+    #
+    # @!attribute [rw] comparison_operator
+    #   The operator of the condition.
+    #   @return [String]
+    #
+    # @see http://docs.aws.amazon.com/goto/WebAPI/connect-2017-08-08/AttributeCondition AWS API Documentation
+    #
+    class AttributeCondition < Struct.new(
+      :name,
+      :value,
+      :proficiency_level,
+      :comparison_operator)
+      SENSITIVE = []
+      include Aws::Structure
+    end
+
     # Has audio-specific configurations as the operating parameter for Echo
     # Reduction.
     #
@@ -1120,6 +1193,30 @@ module Aws::Connect
       include Aws::Structure
     end
 
+    # Contains information for score and potential quality issues for Audio
+    #
+    # @!attribute [rw] quality_score
+    #   Number measuring the estimated quality of the media connection.
+    #   @return [Float]
+    #
+    # @!attribute [rw] potential_quality_issues
+    #   List of potential issues causing degradation of quality on a media
+    #   connection. If the service did not detect any potential quality
+    #   issues the list is empty.
+    #
+    #   Valid values: `HighPacketLoss` \| `HighRoundTripTime` \|
+    #   `HighJitterBuffer`
+    #   @return [Array<String>]
+    #
+    # @see http://docs.aws.amazon.com/goto/WebAPI/connect-2017-08-08/AudioQualityMetricsInfo AWS API Documentation
+    #
+    class AudioQualityMetricsInfo < Struct.new(
+      :quality_score,
+      :potential_quality_issues)
+      SENSITIVE = []
+      include Aws::Structure
+    end
+
     # Information about available phone numbers.
     #
     # @!attribute [rw] phone_number
@@ -1899,6 +1996,53 @@ module Aws::Connect
     #   Services generated and user-defined tags.
     #   @return [Hash<String,String>]
     #
+    # @!attribute [rw] connected_to_system_timestamp
+    #   The timestamp when customer endpoint connected to Amazon Connect.
+    #   @return [Time]
+    #
+    # @!attribute [rw] routing_criteria
+    #   Latest routing criteria on the contact.
+    #   @return [Types::RoutingCriteria]
+    #
+    # @!attribute [rw] customer
+    #   Information about the Customer on the contact.
+    #   @return [Types::Customer]
+    #
+    # @!attribute [rw] campaign
+    #   Information associated with a campaign.
+    #   @return [Types::Campaign]
+    #
+    # @!attribute [rw] answering_machine_detection_status
+    #   Indicates how an [outbound campaign][1] call is actually disposed if
+    #   the contact is connected to Amazon Connect.
+    #
+    #
+    #
+    #   [1]: https://docs.aws.amazon.com/connect/latest/adminguide/how-to-create-campaigns.html
+    #   @return [String]
+    #
+    # @!attribute [rw] customer_voice_activity
+    #   Information about customer’s voice activity.
+    #   @return [Types::CustomerVoiceActivity]
+    #
+    # @!attribute [rw] quality_metrics
+    #   Information about the quality of the participant's media
+    #   connection.
+    #   @return [Types::QualityMetrics]
+    #
+    # @!attribute [rw] disconnect_details
+    #   Information about the call disconnect experience.
+    #   @return [Types::DisconnectDetails]
+    #
+    # @!attribute [rw] segment_attributes
+    #   A set of system defined key-value pairs stored on individual contact
+    #   segments using an attribute map. The attributes are standard Amazon
+    #   Connect attributes and can be accessed in flows. Attribute keys can
+    #   include only alphanumeric, -, and \_ characters. This field can be
+    #   used to show channel subtype. For example, `connect:Guide` or
+    #   `connect:SMS`.
+    #   @return [Hash<String,Types::SegmentAttributeValue>]
+    #
     # @see http://docs.aws.amazon.com/goto/WebAPI/connect-2017-08-08/Contact AWS API Documentation
     #
     class Contact < Struct.new(
@@ -1924,7 +2068,16 @@ module Aws::Connect
       :wisdom_info,
       :queue_time_adjustment_seconds,
       :queue_priority,
-      :tags)
+      :tags,
+      :connected_to_system_timestamp,
+      :routing_criteria,
+      :customer,
+      :campaign,
+      :answering_machine_detection_status,
+      :customer_voice_activity,
+      :quality_metrics,
+      :disconnect_details,
+      :segment_attributes)
       SENSITIVE = [:name, :description]
       include Aws::Structure
     end
@@ -4446,6 +4599,61 @@ module Aws::Connect
       include Aws::Structure
     end
 
+    # Information about the Customer on the contact.
+    #
+    # @!attribute [rw] device_info
+    #   Information regarding Customer’s device.
+    #   @return [Types::DeviceInfo]
+    #
+    # @!attribute [rw] capabilities
+    #   The configuration for the allowed capabilities for participants
+    #   present over the call.
+    #   @return [Types::ParticipantCapabilities]
+    #
+    # @see http://docs.aws.amazon.com/goto/WebAPI/connect-2017-08-08/Customer AWS API Documentation
+    #
+    class Customer < Struct.new(
+      :device_info,
+      :capabilities)
+      SENSITIVE = []
+      include Aws::Structure
+    end
+
+    # Information about the quality of the Customer's media connection
+    #
+    # @!attribute [rw] audio
+    #   Information about the audio quality of the Customer
+    #   @return [Types::AudioQualityMetricsInfo]
+    #
+    # @see http://docs.aws.amazon.com/goto/WebAPI/connect-2017-08-08/CustomerQualityMetrics AWS API Documentation
+    #
+    class CustomerQualityMetrics < Struct.new(
+      :audio)
+      SENSITIVE = []
+      include Aws::Structure
+    end
+
+    # Information about customer’s voice activity.
+    #
+    # @!attribute [rw] greeting_start_timestamp
+    #   Timestamp that measures the beginning of the customer greeting from
+    #   an outbound voice call.
+    #   @return [Time]
+    #
+    # @!attribute [rw] greeting_end_timestamp
+    #   Timestamp that measures the end of the customer greeting from an
+    #   outbound voice call.
+    #   @return [Time]
+    #
+    # @see http://docs.aws.amazon.com/goto/WebAPI/connect-2017-08-08/CustomerVoiceActivity AWS API Documentation
+    #
+    class CustomerVoiceActivity < Struct.new(
+      :greeting_start_timestamp,
+      :greeting_end_timestamp)
+      SENSITIVE = []
+      include Aws::Structure
+    end
+
     # Information about a reference when the `referenceType` is `DATE`.
     # Otherwise, null.
     #
@@ -5928,6 +6136,30 @@ module Aws::Connect
       include Aws::Structure
     end
 
+    # Information regarding the device.
+    #
+    # @!attribute [rw] platform_name
+    #   Name of the platform that the participant used for the call.
+    #   @return [String]
+    #
+    # @!attribute [rw] platform_version
+    #   Version of the platform that the participant used for the call.
+    #   @return [String]
+    #
+    # @!attribute [rw] operating_system
+    #   Operating system that the participant used for the call.
+    #   @return [String]
+    #
+    # @see http://docs.aws.amazon.com/goto/WebAPI/connect-2017-08-08/DeviceInfo AWS API Documentation
+    #
+    class DeviceInfo < Struct.new(
+      :platform_name,
+      :platform_version,
+      :operating_system)
+      SENSITIVE = []
+      include Aws::Structure
+    end
+
     # Contains information about the dimensions for a set of metrics.
     #
     # @!attribute [rw] queue
@@ -6303,6 +6535,21 @@ module Aws::Connect
       include Aws::Structure
     end
 
+    # Information about the call disconnect experience.
+    #
+    # @!attribute [rw] potential_disconnect_issue
+    #   Indicates the potential disconnection issues for a call. This field
+    #   is not populated if the service does not detect potential issues.
+    #   @return [String]
+    #
+    # @see http://docs.aws.amazon.com/goto/WebAPI/connect-2017-08-08/DisconnectDetails AWS API Documentation
+    #
+    class DisconnectDetails < Struct.new(
+      :potential_disconnect_issue)
+      SENSITIVE = []
+      include Aws::Structure
+    end
+
     # Contains details about why a contact was disconnected. Only Amazon
     # Connect outbound campaigns can provide this field.
     #
@@ -7390,6 +7637,49 @@ module Aws::Connect
       include Aws::Structure
     end
 
+    # An object to specify the expiration of a routing step.
+    #
+    # @!attribute [rw] duration_in_seconds
+    #   The number of seconds to wait before expiring the routing step.
+    #   @return [Integer]
+    #
+    # @!attribute [rw] expiry_timestamp
+    #   The timestamp indicating when the routing step expires.
+    #   @return [Time]
+    #
+    # @see http://docs.aws.amazon.com/goto/WebAPI/connect-2017-08-08/Expiry AWS API Documentation
+    #
+    class Expiry < Struct.new(
+      :duration_in_seconds,
+      :expiry_timestamp)
+      SENSITIVE = []
+      include Aws::Structure
+    end
+
+    # A tagged union to specify expression for a routing step.
+    #
+    # @!attribute [rw] attribute_condition
+    #   An object to specify the predefined attribute condition.
+    #   @return [Types::AttributeCondition]
+    #
+    # @!attribute [rw] and_expression
+    #   List of routing expressions which will be AND-ed together.
+    #   @return [Array<Types::Expression>]
+    #
+    # @!attribute [rw] or_expression
+    #   List of routing expressions which will be OR-ed together.
+    #   @return [Array<Types::Expression>]
+    #
+    # @see http://docs.aws.amazon.com/goto/WebAPI/connect-2017-08-08/Expression AWS API Documentation
+    #
+    class Expression < Struct.new(
+      :attribute_condition,
+      :and_expression,
+      :or_expression)
+      SENSITIVE = []
+      include Aws::Structure
+    end
+
     # Request for which contact failed to be generated.
     #
     # @!attribute [rw] request_identifier
@@ -8450,36 +8740,40 @@ module Aws::Connect
     #   The filters to apply to returned metrics. You can filter on the
     #   following resources:
     #
-    #   * Queues
-    #
-    #   * Routing profiles
-    #
     #   * Agents
     #
     #   * Channels
     #
-    #   * User hierarchy groups
-    #
     #   * 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.
     #
     #   To filter by phone number, see [Create a historical metrics
-    #   report][1] in the *Amazon Connect Administrator's Guide*.
+    #   report][1] 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: `QUEUE` \| `ROUTING_PROFILE` \|
-    #     `AGENT` \| `CHANNEL` \| `AGENT_HIERARCHY_LEVEL_ONE` \|
-    #     `AGENT_HIERARCHY_LEVEL_TWO` \| `AGENT_HIERARCHY_LEVEL_THREE` \|
-    #     `AGENT_HIERARCHY_LEVEL_FOUR` \| `AGENT_HIERARCHY_LEVEL_FIVE` \|
-    #     `FEATURE` \| `CASE_TEMPLATE_ARN` \| `CASE_STATUS` \|
-    #     `contact/segmentAttributes/connect:Subtype` \|
-    #     `ROUTING_STEP_EXPRESSION` \| `Q_CONNECT_ENABLED`
+    #     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` \| `CASE_TEMPLATE_ARN` \|
+    #     `CASE_STATUS` \| `CHANNEL` \|
+    #     `contact/segmentAttributes/connect:Subtype` \| `FEATURE` \|
+    #     `FLOW_TYPE` \| `FLOWS_NEXT_RESOURCE_ID` \|
+    #     `FLOWS_NEXT_RESOURCE_QUEUE_ID` \| `FLOWS_OUTCOME_TYPE` \|
+    #     `FLOWS_RESOURCE_ID` \| `INITIATION_METHOD` \|
+    #     `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`
@@ -8525,20 +8819,22 @@ module Aws::Connect
     #
     #   If no grouping is specified, a summary of all metrics is returned.
     #
-    #   Valid grouping keys: `QUEUE` \| `ROUTING_PROFILE` \| `AGENT` \|
-    #   `CHANNEL` \| `AGENT_HIERARCHY_LEVEL_ONE` \|
+    #   Valid grouping keys: `AGENT` \| `AGENT_HIERARCHY_LEVEL_ONE` \|
     #   `AGENT_HIERARCHY_LEVEL_TWO` \| `AGENT_HIERARCHY_LEVEL_THREE` \|
     #   `AGENT_HIERARCHY_LEVEL_FOUR` \| `AGENT_HIERARCHY_LEVEL_FIVE` \|
-    #   `CASE_TEMPLATE_ARN` \| `CASE_STATUS` \|
-    #   `contact/segmentAttributes/connect:Subtype` \|
-    #   `ROUTING_STEP_EXPRESSION` \| `Q_CONNECT_ENABLED`
+    #   `CASE_TEMPLATE_ARN` \| `CASE_STATUS` \| `CHANNEL` \|
+    #   `contact/segmentAttributes/connect:Subtype` \| `FLOWS_RESOURCE_ID`
+    #   \| `FLOWS_MODULE_RESOURCE_ID` \| `FLOW_TYPE` \| `FLOWS_OUTCOME_TYPE`
+    #   \| `INITIATION_METHOD` \| `Q_CONNECT_ENABLED` \| `QUEUE` \|
+    #   `RESOURCE_PUBLISHED_TIMESTAMP` \| `ROUTING_PROFILE` \|
+    #   `ROUTING_STEP_EXPRESSION`
     #   @return [Array<String>]
     #
     # @!attribute [rw] metrics
     #   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][1] in the *Amazon Connect Administrator's Guide*.
+    #   definitions][1] in the *Amazon Connect Administrator Guide*.
     #
     #   ABANDONMENT\_RATE
     #
@@ -8740,6 +9036,18 @@ module Aws::Connect
     #
     #     UI name: [Average conversation duration][20]
     #
+    #   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][21]
+    #
     #   AVG\_GREETING\_TIME\_AGENT
     #
     #   : This metric is available only for contacts analyzed by Contact
@@ -8751,7 +9059,7 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype,
     #     Q in Connect
     #
-    #     UI name: [Average agent greeting time][21]
+    #     UI name: [Average agent greeting time][22]
     #
     #   AVG\_HANDLE\_TIME
     #
@@ -8761,7 +9069,7 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, Feature,
     #     contact/segmentAttributes/connect:Subtype, RoutingStepExpression
     #
-    #     UI name: [Average handle time][22]
+    #     UI name: [Average handle time][23]
     #
     #     <note markdown="1"> Feature is a valid filter but not a valid grouping.
     #
@@ -8775,7 +9083,7 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, Feature,
     #     contact/segmentAttributes/connect:Subtype, Q in Connect
     #
-    #     UI name: [Average customer hold time][23]
+    #     UI name: [Average customer hold time][24]
     #
     #     <note markdown="1"> Feature is a valid filter but not a valid grouping.
     #
@@ -8789,7 +9097,7 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype,
     #     Q in Connect
     #
-    #     UI name: [Average customer hold time all contacts][24]
+    #     UI name: [Average customer hold time all contacts][25]
     #
     #   AVG\_HOLDS
     #
@@ -8799,7 +9107,7 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, Feature,
     #     contact/segmentAttributes/connect:Subtype, Q in Connect
     #
-    #     UI name: [Average holds][25]
+    #     UI name: [Average holds][26]
     #
     #     <note markdown="1"> Feature is a valid filter but not a valid grouping.
     #
@@ -8813,7 +9121,7 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype,
     #     Q in Connect
     #
-    #     UI name: [Average agent interaction and customer hold time][26]
+    #     UI name: [Average agent interaction and customer hold time][27]
     #
     #   AVG\_INTERACTION\_TIME
     #
@@ -8824,7 +9132,7 @@ module Aws::Connect
     #     Valid groupings and filters: Queue, Channel, Routing Profile,
     #     Feature, contact/segmentAttributes/connect:Subtype, Q in Connect
     #
-    #     UI name: [Average agent interaction time][27]
+    #     UI name: [Average agent interaction time][28]
     #
     #     <note markdown="1"> Feature is a valid filter but not a valid grouping.
     #
@@ -8841,7 +9149,7 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype,
     #     Q in Connect
     #
-    #     UI name: [Average agent interruptions][28]
+    #     UI name: [Average agent interruptions][29]
     #
     #   AVG\_INTERRUPTION\_TIME\_AGENT
     #
@@ -8854,7 +9162,7 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype,
     #     Q in Connect
     #
-    #     UI name: [Average agent interruption time][29]
+    #     UI name: [Average agent interruption time][30]
     #
     #   AVG\_NON\_TALK\_TIME
     #
@@ -8867,7 +9175,7 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype,
     #     Q in Connect
     #
-    #     UI name: [Average non-talk time][30]
+    #     UI name: [Average non-talk time][31]
     #
     #   AVG\_QUEUE\_ANSWER\_TIME
     #
@@ -8876,7 +9184,7 @@ module Aws::Connect
     #     Valid groupings and filters: Queue, Channel, Routing Profile,
     #     Feature, contact/segmentAttributes/connect:Subtype, Q in Connect
     #
-    #     UI name: [Average queue answer time][31]
+    #     UI name: [Average queue answer time][32]
     #
     #     <note markdown="1"> Feature is a valid filter but not a valid grouping.
     #
@@ -8889,7 +9197,7 @@ module Aws::Connect
     #     Valid groupings and filters: Queue, Channel, Routing Profile,
     #     contact/segmentAttributes/connect:Subtype, Q in Connect
     #
-    #     UI name: [Average resolution time][32]
+    #     UI name: [Average resolution time][33]
     #
     #   AVG\_TALK\_TIME
     #
@@ -8902,7 +9210,7 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype,
     #     Q in Connect
     #
-    #     UI name: [Average talk time][33]
+    #     UI name: [Average talk time][34]
     #
     #   AVG\_TALK\_TIME\_AGENT
     #
@@ -8915,7 +9223,7 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype,
     #     Q in Connect
     #
-    #     UI name: [Average agent talk time][34]
+    #     UI name: [Average agent talk time][35]
     #
     #   AVG\_TALK\_TIME\_CUSTOMER
     #
@@ -8928,7 +9236,7 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype,
     #     Q in Connect
     #
-    #     UI name: [Average customer talk time][35]
+    #     UI name: [Average customer talk time][36]
     #
     #   CASES\_CREATED
     #
@@ -8938,17 +9246,50 @@ module Aws::Connect
     #
     #     Valid groupings and filters: CASE\_TEMPLATE\_ARN, CASE\_STATUS
     #
-    #     UI name: [Cases created][36]
+    #     UI name: [Cases created][37]
     #
     #   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][37]
+    #     UI name: [Contact abandoned][38]
+    #
+    #   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 must enter
+    #     `LT` (for "Less than").
+    #
+    #     UI name: [Contacts abandoned in X seconds][39]
+    #
+    #   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 must enter
+    #     `LT` (for "Less than").
+    #
+    #     UI name: [Contacts answered in X seconds][40]
     #
     #   CONTACTS\_CREATED
     #
@@ -8959,7 +9300,7 @@ module Aws::Connect
     #     Valid groupings and filters: Queue, Channel, Routing Profile,
     #     Feature, contact/segmentAttributes/connect:Subtype, Q in Connect
     #
-    #     UI name: [Contacts created][38]
+    #     UI name: [Contacts created][41]
     #
     #     <note markdown="1"> Feature is a valid filter but not a valid grouping.
     #
@@ -8976,7 +9317,7 @@ module Aws::Connect
     #     contact/segmentAttributes/connect:Subtype, RoutingStepExpression,
     #     Q in Connect
     #
-    #     UI name: [API contacts handled][39]
+    #     UI name: [API contacts handled][42]
     #
     #     <note markdown="1"> Feature is a valid filter but not a valid grouping.
     #
@@ -8991,7 +9332,7 @@ module Aws::Connect
     #     Valid groupings and filters: Queue, Channel, Agent, Agent
     #     Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect
     #
-    #     UI name: [Contacts handled (connected to agent timestamp)][40]
+    #     UI name: [Contacts handled (connected to agent timestamp)][43]
     #
     #   CONTACTS\_HOLD\_ABANDONS
     #
@@ -9001,7 +9342,7 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype,
     #     Q in Connect
     #
-    #     UI name: [Contacts hold disconnect][40]
+    #     UI name: [Contacts hold disconnect][43]
     #
     #   CONTACTS\_ON\_HOLD\_AGENT\_DISCONNECT
     #
@@ -9010,7 +9351,7 @@ module Aws::Connect
     #     Valid groupings and filters: Queue, Channel, Routing Profile,
     #     Agent, Agent Hierarchy, Q in Connect
     #
-    #     UI name: [Contacts hold agent disconnect][41]
+    #     UI name: [Contacts hold agent disconnect][44]
     #
     #   CONTACTS\_ON\_HOLD\_CUSTOMER\_DISCONNECT
     #
@@ -9019,7 +9360,7 @@ module Aws::Connect
     #     Valid groupings and filters: Queue, Channel, Routing Profile,
     #     Agent, Agent Hierarchy, Q in Connect
     #
-    #     UI name: [Contacts hold customer disconnect][42]
+    #     UI name: [Contacts hold customer disconnect][45]
     #
     #   CONTACTS\_PUT\_ON\_HOLD
     #
@@ -9028,7 +9369,7 @@ module Aws::Connect
     #     Valid groupings and filters: Queue, Channel, Routing Profile,
     #     Agent, Agent Hierarchy, Q in Connect
     #
-    #     UI name: [Contacts put on hold][42]
+    #     UI name: [Contacts put on hold][45]
     #
     #   CONTACTS\_TRANSFERRED\_OUT\_EXTERNAL
     #
@@ -9037,7 +9378,7 @@ module Aws::Connect
     #     Valid groupings and filters: Queue, Channel, Routing Profile,
     #     Agent, Agent Hierarchy, Q in Connect
     #
-    #     UI name: [Contacts transferred out external][43]
+    #     UI name: [Contacts transferred out external][46]
     #
     #   CONTACTS\_TRANSFERRED\_OUT\_INTERNAL
     #
@@ -9046,7 +9387,7 @@ module Aws::Connect
     #     Valid groupings and filters: Queue, Channel, Routing Profile,
     #     Agent, Agent Hierarchy, Q in Connect
     #
-    #     UI name: [Contacts transferred out internal][44]
+    #     UI name: [Contacts transferred out internal][47]
     #
     #   CONTACTS\_QUEUED
     #
@@ -9056,7 +9397,7 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype,
     #     Q in Connect
     #
-    #     UI name: [Contacts queued][45]
+    #     UI name: [Contacts queued][48]
     #
     #   CONTACTS\_QUEUED\_BY\_ENQUEUE
     #
@@ -9065,7 +9406,7 @@ module Aws::Connect
     #     Valid groupings and filters: Queue, Channel, Agent, Agent
     #     Hierarchy, contact/segmentAttributes/connect:Subtype
     #
-    #     UI name: [Contacts queued (enqueue timestamp)][46]
+    #     UI name: [Contacts queued (enqueue timestamp)][49]
     #
     #   CONTACTS\_RESOLVED\_IN\_X
     #
@@ -9078,7 +9419,7 @@ module Aws::Connect
     #     604800 (inclusive), in seconds. For `Comparison`, you must enter
     #     `LT` (for "Less than").
     #
-    #     UI name: [Contacts resolved in X][47]
+    #     UI name: [Contacts resolved in X][50]
     #
     #   CONTACTS\_TRANSFERRED\_OUT
     #
@@ -9088,7 +9429,7 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, Feature,
     #     contact/segmentAttributes/connect:Subtype, Q in Connect
     #
-    #     UI name: [Contacts transferred out][48]
+    #     UI name: [Contacts transferred out][51]
     #
     #     <note markdown="1"> Feature is a valid filter but not a valid grouping.
     #
@@ -9102,7 +9443,7 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype,
     #     Q in Connect
     #
-    #     UI name: [Contacts transferred out by agent][49]
+    #     UI name: [Contacts transferred out by agent][52]
     #
     #   CONTACTS\_TRANSFERRED\_OUT\_FROM\_QUEUE
     #
@@ -9112,7 +9453,7 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype,
     #     Q in Connect
     #
-    #     UI name: [Contacts transferred out queue][49]
+    #     UI name: [Contacts transferred out queue][52]
     #
     #   CURRENT\_CASES
     #
@@ -9122,7 +9463,42 @@ module Aws::Connect
     #
     #     Valid groupings and filters: CASE\_TEMPLATE\_ARN, CASE\_STATUS
     #
-    #     UI name: [Current cases][50]
+    #     UI name: [Current cases][53]
+    #
+    #   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][54]
+    #
+    #   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][55]
+    #
+    #   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][56]
     #
     #   MAX\_QUEUED\_TIME
     #
@@ -9132,7 +9508,19 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype,
     #     Q in Connect
     #
-    #     UI name: [Maximum queued time][51]
+    #     UI name: [Maximum queued time][57]
+    #
+    #   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][58]
     #
     #   PERCENT\_CASES\_FIRST\_CONTACT\_RESOLVED
     #
@@ -9142,7 +9530,7 @@ module Aws::Connect
     #
     #     Valid groupings and filters: CASE\_TEMPLATE\_ARN, CASE\_STATUS
     #
-    #     UI name: [Cases resolved on first contact][52]
+    #     UI name: [Cases resolved on first contact][59]
     #
     #   PERCENT\_CONTACTS\_STEP\_EXPIRED
     #
@@ -9160,6 +9548,24 @@ module Aws::Connect
     #
     #     UI name: Not available
     #
+    #   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][60].
+    #
+    #     <note markdown="1"> The `FLOWS_OUTCOME_TYPE` is not a valid grouping.
+    #
+    #      </note>
+    #
     #   PERCENT\_NON\_TALK\_TIME
     #
     #   : This metric is available only for contacts analyzed by Contact
@@ -9171,7 +9577,7 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype,
     #     Q in Connect
     #
-    #     UI name: [Non-talk time percent][53]
+    #     UI name: [Non-talk time percent][61]
     #
     #   PERCENT\_TALK\_TIME
     #
@@ -9184,7 +9590,7 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype,
     #     Q in Connect
     #
-    #     UI name: [Talk time percent][54]
+    #     UI name: [Talk time percent][62]
     #
     #   PERCENT\_TALK\_TIME\_AGENT
     #
@@ -9197,7 +9603,7 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype,
     #     Q in Connect
     #
-    #     UI name: [Agent talk time percent][55]
+    #     UI name: [Agent talk time percent][63]
     #
     #   PERCENT\_TALK\_TIME\_CUSTOMER
     #
@@ -9210,7 +9616,7 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype,
     #     Q in Connect
     #
-    #     UI name: [Customer talk time percent][56]
+    #     UI name: [Customer talk time percent][64]
     #
     #   REOPENED\_CASE\_ACTIONS
     #
@@ -9220,7 +9626,7 @@ module Aws::Connect
     #
     #     Valid groupings and filters: CASE\_TEMPLATE\_ARN, CASE\_STATUS
     #
-    #     UI name: [Cases reopened][57]
+    #     UI name: [Cases reopened][65]
     #
     #   RESOLVED\_CASE\_ACTIONS
     #
@@ -9230,7 +9636,7 @@ module Aws::Connect
     #
     #     Valid groupings and filters: CASE\_TEMPLATE\_ARN, CASE\_STATUS
     #
-    #     UI name: [Cases resolved][58]
+    #     UI name: [Cases resolved][66]
     #
     #   SERVICE\_LEVEL
     #
@@ -9245,7 +9651,7 @@ module Aws::Connect
     #     604800 (inclusive), in seconds. For `Comparison`, you must enter
     #     `LT` (for "Less than").
     #
-    #     UI name: [Service level X][59]
+    #     UI name: [Service level X][67]
     #
     #   STEP\_CONTACTS\_QUEUED
     #
@@ -9262,7 +9668,7 @@ module Aws::Connect
     #     Valid groupings and filters: Queue, Channel, Routing Profile,
     #     Agent, Agent Hierarchy, Q in Connect
     #
-    #     UI name: [After contact work time][60]
+    #     UI name: [After contact work time][68]
     #
     #   SUM\_CONNECTING\_TIME\_AGENT
     #
@@ -9275,7 +9681,7 @@ module Aws::Connect
     #     Valid groupings and filters: Queue, Channel, Routing Profile,
     #     Agent, Agent Hierarchy
     #
-    #     UI name: [Agent API connecting time][61]
+    #     UI name: [Agent API connecting time][69]
     #
     #     <note markdown="1"> The `Negate` key in Metric Level Filters is not applicable for
     #     this metric.
@@ -9289,7 +9695,7 @@ module Aws::Connect
     #     Valid groupings and filters: Queue, Channel, Routing Profile,
     #     Agent, Agent Hierarchy, Q in Connect
     #
-    #     UI name: [Contact flow time][62]
+    #     UI name: [Contact flow time][70]
     #
     #   SUM\_CONTACT\_TIME\_AGENT
     #
@@ -9298,33 +9704,7 @@ module Aws::Connect
     #     Valid groupings and filters: Queue, Channel, Routing Profile,
     #     Agent, Agent Hierarchy
     #
-    #     UI name: [Agent on contact time][63]
-    #
-    #   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 must enter
-    #     `LT` (for "Less than").
-    #
-    #     UI name: [Contacts answered in X seconds][64]
-    #
-    #   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 must enter
-    #     `LT` (for "Less than").
-    #
-    #     UI name: [Contacts abandoned in X seconds][65]
+    #     UI name: [Agent on contact time][71]
     #
     #   SUM\_CONTACTS\_DISCONNECTED
     #
@@ -9336,7 +9716,7 @@ module Aws::Connect
     #     Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype,
     #     Q in Connect
     #
-    #     UI name: [Contact disconnected][66]
+    #     UI name: [Contact disconnected][72]
     #
     #   SUM\_ERROR\_STATUS\_TIME\_AGENT
     #
@@ -9345,7 +9725,7 @@ module Aws::Connect
     #     Valid groupings and filters: Queue, Channel, Routing Profile,
     #     Agent, Agent Hierarchy
     #
-    #     UI name: [Error status time][67]
+    #     UI name: [Error status time][73]
     #
     #   SUM\_HANDLE\_TIME
     #
@@ -9354,7 +9734,7 @@ module Aws::Connect
     #     Valid groupings and filters: Queue, Channel, Routing Profile,
     #     Agent, Agent Hierarchy, Q in Connect
     #
-    #     UI name: [Contact handle time][68]
+    #     UI name: [Contact handle time][74]
     #
     #   SUM\_HOLD\_TIME
     #
@@ -9363,7 +9743,7 @@ module Aws::Connect
     #     Valid groupings and filters: Queue, Channel, Routing Profile,
     #     Agent, Agent Hierarchy, Q in Connect
     #
-    #     UI name: [Customer hold time][69]
+    #     UI name: [Customer hold time][75]
     #
     #   SUM\_IDLE\_TIME\_AGENT
     #
@@ -9372,7 +9752,7 @@ module Aws::Connect
     #     Valid groupings and filters: Routing Profile, Agent, Agent
     #     Hierarchy
     #
-    #     UI name: [Agent idle time][70]
+    #     UI name: [Agent idle time][76]
     #
     #   SUM\_INTERACTION\_AND\_HOLD\_TIME
     #
@@ -9381,7 +9761,7 @@ module Aws::Connect
     #     Valid groupings and filters: Queue, Channel, Routing Profile,
     #     Agent, Agent Hierarchy, Q in Connect
     #
-    #     UI name: [Agent interaction and hold time][71]
+    #     UI name: [Agent interaction and hold time][77]
     #
     #   SUM\_INTERACTION\_TIME
     #
@@ -9390,7 +9770,7 @@ module Aws::Connect
     #     Valid groupings and filters: Queue, Channel, Routing Profile,
     #     Agent, Agent Hierarchy
     #
-    #     UI name: [Agent interaction time][72]
+    #     UI name: [Agent interaction time][78]
     #
     #   SUM\_NON\_PRODUCTIVE\_TIME\_AGENT
     #
@@ -9399,7 +9779,7 @@ module Aws::Connect
     #     Valid groupings and filters: Routing Profile, Agent, Agent
     #     Hierarchy
     #
-    #     UI name: [Non-Productive Time][73]
+    #     UI name: [Non-Productive Time][79]
     #
     #   SUM\_ONLINE\_TIME\_AGENT
     #
@@ -9408,7 +9788,7 @@ module Aws::Connect
     #     Valid groupings and filters: Routing Profile, Agent, Agent
     #     Hierarchy
     #
-    #     UI name: [Online time][74]
+    #     UI name: [Online time][80]
     #
     #   SUM\_RETRY\_CALLBACK\_ATTEMPTS
     #
@@ -9417,7 +9797,7 @@ module Aws::Connect
     #     Valid groupings and filters: Queue, Channel, Routing Profile,
     #     contact/segmentAttributes/connect:Subtype, Q in Connect
     #
-    #     UI name: [Callback attempts][75]
+    #     UI name: [Callback attempts][81]
     #
     #
     #
@@ -9441,61 +9821,67 @@ module Aws::Connect
     #   [18]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-case-resolution-time-historical
     #   [19]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-contact-duration-historical
     #   [20]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-conversation-duration-historical
-    #   [21]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-greeting-time-agent-historical
-    #   [22]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-handle-time-historical
-    #   [23]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-customer-hold-time-historical
-    #   [24]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#avg-customer-hold-time-all-contacts-historical
-    #   [25]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-holds-historical
-    #   [26]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-interaction-customer-hold-time-historical
-    #   [27]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-interaction-time-historical
-    #   [28]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-interruptions-agent-historical
-    #   [29]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-interruptions-time-agent-historical
-    #   [30]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html##average-non-talk-time-historical
-    #   [31]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-queue-answer-time-historical
-    #   [32]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-resolution-time-historical
-    #   [33]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-historical
-    #   [34]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-agent-historical
-    #   [35]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-customer-historical
-    #   [36]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html##cases-created-historical
-    #   [37]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-abandoned-historical
-    #   [38]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-created-historical
-    #   [39]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#api-contacts-handled-historical
-    #   [40]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-handled-by-connected-to-agent-historical
-    #   [41]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-agent-disconnect-historical
-    #   [42]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-customer-disconnect-historical
-    #   [43]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-external-historical
-    #   [44]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-internal-historical
-    #   [45]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-queued-historical
-    #   [46]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-queued-by-enqueue-historical
-    #   [47]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-resolved-historical
-    #   [48]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-historical
-    #   [49]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-by-agent-historical
-    #   [50]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#current-cases-historical
-    #   [51]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#maximum-queued-time-historical
-    #   [52]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-resolved-first-contact-historical
-    #   [53]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ntt-historical
-    #   [54]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#tt-historical
-    #   [55]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ttagent-historical
-    #   [56]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ttcustomer-historical
-    #   [57]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-reopened-historical
-    #   [58]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-resolved-historicall
-    #   [59]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#service-level-historical
-    #   [60]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#acw-historical
-    #   [61]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#htm-agent-api-connecting-time
-    #   [62]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-flow-time-historical
-    #   [63]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-on-contact-time-historical
-    #   [64]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-answered-x-historical
-    #   [65]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-abandoned-x-historical
-    #   [66]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-disconnected-historical
-    #   [67]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#error-status-time-historical
-    #   [68]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-handle-time-historical
-    #   [69]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#customer-hold-time-historical
-    #   [70]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-idle-time-historica
-    #   [71]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-interaction-hold-time-historical
-    #   [72]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-interaction-time-historical
-    #   [73]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#npt-historical
-    #   [74]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#online-time-historical
-    #   [75]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#callback-attempts-historical
+    #   [21]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-flow-time-historical
+    #   [22]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-greeting-time-agent-historical
+    #   [23]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-handle-time-historical
+    #   [24]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-customer-hold-time-historical
+    #   [25]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#avg-customer-hold-time-all-contacts-historical
+    #   [26]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-holds-historical
+    #   [27]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-interaction-customer-hold-time-historical
+    #   [28]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-interaction-time-historical
+    #   [29]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-interruptions-agent-historical
+    #   [30]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-interruptions-time-agent-historical
+    #   [31]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html##average-non-talk-time-historical
+    #   [32]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-queue-answer-time-historical
+    #   [33]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-resolution-time-historical
+    #   [34]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-historical
+    #   [35]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-agent-historical
+    #   [36]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-customer-historical
+    #   [37]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html##cases-created-historical
+    #   [38]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-abandoned-historical
+    #   [39]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-abandoned-x-historical
+    #   [40]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-answered-x-historical
+    #   [41]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-created-historical
+    #   [42]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#api-contacts-handled-historical
+    #   [43]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-handled-by-connected-to-agent-historical
+    #   [44]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-agent-disconnect-historical
+    #   [45]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-customer-disconnect-historical
+    #   [46]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-external-historical
+    #   [47]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-internal-historical
+    #   [48]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-queued-historical
+    #   [49]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-queued-by-enqueue-historical
+    #   [50]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-resolved-historical
+    #   [51]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-historical
+    #   [52]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-by-agent-historical
+    #   [53]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#current-cases-historical
+    #   [54]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#flows-outcome-historical
+    #   [55]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#flows-started-historical
+    #   [56]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#maximum-flow-time-historical
+    #   [57]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#maximum-queued-time-historical
+    #   [58]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#minimum-flow-time-historical
+    #   [59]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-resolved-first-contact-historical
+    #   [60]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#flows-outcome-percentage-historical
+    #   [61]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ntt-historical
+    #   [62]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#tt-historical
+    #   [63]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ttagent-historical
+    #   [64]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ttcustomer-historical
+    #   [65]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-reopened-historical
+    #   [66]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-resolved-historicall
+    #   [67]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#service-level-historical
+    #   [68]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#acw-historical
+    #   [69]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#htm-agent-api-connecting-time
+    #   [70]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-flow-time-historical
+    #   [71]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-on-contact-time-historical
+    #   [72]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-disconnected-historical
+    #   [73]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#error-status-time-historical
+    #   [74]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-handle-time-historical
+    #   [75]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#customer-hold-time-historical
+    #   [76]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-idle-time-historica
+    #   [77]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-interaction-hold-time-historical
+    #   [78]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-interaction-time-historical
+    #   [79]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#npt-historical
+    #   [80]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#online-time-historical
+    #   [81]: https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#callback-attempts-historical
     #   @return [Array<Types::MetricV2>]
     #
     # @!attribute [rw] next_token
@@ -9879,6 +10265,41 @@ module Aws::Connect
       include Aws::Structure
     end
 
+    # Information about the agent hierarchy. Hierarchies can be configured
+    # with up to five levels.
+    #
+    # @!attribute [rw] level_1
+    #   The group at level one of the agent hierarchy.
+    #   @return [Types::AgentHierarchyGroup]
+    #
+    # @!attribute [rw] level_2
+    #   The group at level two of the agent hierarchy.
+    #   @return [Types::AgentHierarchyGroup]
+    #
+    # @!attribute [rw] level_3
+    #   The group at level three of the agent hierarchy.
+    #   @return [Types::AgentHierarchyGroup]
+    #
+    # @!attribute [rw] level_4
+    #   The group at level four of the agent hierarchy.
+    #   @return [Types::AgentHierarchyGroup]
+    #
+    # @!attribute [rw] level_5
+    #   The group at level five of the agent hierarchy.
+    #   @return [Types::AgentHierarchyGroup]
+    #
+    # @see http://docs.aws.amazon.com/goto/WebAPI/connect-2017-08-08/HierarchyGroups AWS API Documentation
+    #
+    class HierarchyGroups < Struct.new(
+      :level_1,
+      :level_2,
+      :level_3,
+      :level_4,
+      :level_5)
+      SENSITIVE = []
+      include Aws::Structure
+    end
+
     # Contains information about a hierarchy level.
     #
     # @!attribute [rw] id
@@ -13504,8 +13925,7 @@ module Aws::Connect
     #   Valid metric filter keys: `INITIATION_METHOD`, `DISCONNECT_REASON`.
     #   These are the same values as the `InitiationMethod` and
     #   `DisconnectReason` in the contact record. For more information, see
-    #   [ContactTraceRecord][1] in the *Amazon Connect Administrator's
-    #   Guide*.
+    #   [ContactTraceRecord][1] in the *Amazon Connect Administrator Guide*.
     #
     #
     #
@@ -14494,6 +14914,25 @@ module Aws::Connect
     #
     class PutUserStatusResponse < Aws::EmptyStructure; end
 
+    # Information about the quality of the participant's media connection.
+    #
+    # @!attribute [rw] agent
+    #   Information about the quality of Agent media connection.
+    #   @return [Types::AgentQualityMetrics]
+    #
+    # @!attribute [rw] customer
+    #   Information about the quality of Customer media connection.
+    #   @return [Types::CustomerQualityMetrics]
+    #
+    # @see http://docs.aws.amazon.com/goto/WebAPI/connect-2017-08-08/QualityMetrics AWS API Documentation
+    #
+    class QualityMetrics < Struct.new(
+      :agent,
+      :customer)
+      SENSITIVE = []
+      include Aws::Structure
+    end
+
     # Contains information about a queue.
     #
     # @!attribute [rw] name
@@ -15660,6 +16099,39 @@ module Aws::Connect
     #
     class ResumeContactResponse < Aws::EmptyStructure; end
 
+    # Latest routing criteria on the contact.
+    #
+    # @!attribute [rw] steps
+    #   List of routing steps. When Amazon Connect does not find an
+    #   available agent meeting the requirements in a step for a given step
+    #   duration, the routing criteria will move on to the next step
+    #   sequentially until a join is completed with an agent. When all steps
+    #   are exhausted, the contact will be offered to any agent in the
+    #   queue.
+    #   @return [Array<Types::Step>]
+    #
+    # @!attribute [rw] activation_timestamp
+    #   The timestamp indicating when the routing criteria is set to active.
+    #   A routing criteria is activated when contact is transferred to a
+    #   queue. ActivationTimestamp will be set on routing criteria for
+    #   contacts in agent queue even though Routing criteria is never
+    #   activated for contacts in agent queue.
+    #   @return [Time]
+    #
+    # @!attribute [rw] index
+    #   Information about the index of the routing criteria.
+    #   @return [Integer]
+    #
+    # @see http://docs.aws.amazon.com/goto/WebAPI/connect-2017-08-08/RoutingCriteria AWS API Documentation
+    #
+    class RoutingCriteria < Struct.new(
+      :steps,
+      :activation_timestamp,
+      :index)
+      SENSITIVE = []
+      include Aws::Structure
+    end
+
     # Contains information about a routing profile.
     #
     # @!attribute [rw] instance_id
@@ -18570,6 +19042,30 @@ module Aws::Connect
       include Aws::Structure
     end
 
+    # Step signifies the criteria to be used for routing to an agent
+    #
+    # @!attribute [rw] expiry
+    #   An object to specify the expiration of a routing step.
+    #   @return [Types::Expiry]
+    #
+    # @!attribute [rw] expression
+    #   A tagged union to specify expression for a routing step.
+    #   @return [Types::Expression]
+    #
+    # @!attribute [rw] status
+    #   Represents status of the Routing step.
+    #   @return [String]
+    #
+    # @see http://docs.aws.amazon.com/goto/WebAPI/connect-2017-08-08/Step AWS API Documentation
+    #
+    class Step < Struct.new(
+      :expiry,
+      :expression,
+      :status)
+      SENSITIVE = []
+      include Aws::Structure
+    end
+
     # @!attribute [rw] instance_id
     #   The identifier of the Amazon Connect instance. You can [find the
     #   instance ID][1] in the Amazon Resource Name (ARN) of the instance.