aws-sdk-connect 1.239.0 → 1.240.0

checksums.yaml

@@ -1,7 +1,7 @@
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data/CHANGELOG.md

@@ -1,6 +1,11 @@
 Unreleased Changes
 ------------------
 
+1.240.0 (2026-01-30)
+------------------
+
+* Feature - This release adds Estimated Wait Time support to the GetContactMetrics API for Amazon Connect.
+
 1.239.0 (2026-01-28)
 ------------------
 

data/VERSION

@@ -1 +1 @@
-1.239.0
+1.240.0

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

@@ -10375,28 +10375,32 @@ module Aws::Connect
       req.send_request(options)
     end
 
-    # Retrieves the position of the contact in the queue.
+    # Retrieves contact metric data for a specified contact.
     #
     # **Use cases**
     #
-    # Following are common uses cases for position in queue:
+    # Following are common use cases for position in queue and estimated
+    # wait time:
     #
-    # * Understand the expected wait experience of a contact.
+    # * Customer-Facing Wait Time Announcements - Display or announce the
+    #   estimated wait time and position in queue to customers before or
+    #   during their queue experience.
     #
-    # * Inform customers of their position in queue and potentially offer a
-    #   callback.
+    # * Callback Offerings - Offer customers a callback option when the
+    #   estimated wait time or position in queue exceeds a defined
+    #   threshold.
     #
-    # * Make data-driven routing decisions between primary and alternative
-    #   queues.
+    # * Queue Routing Decisions - Route incoming contacts to less congested
+    #   queues by comparing estimated wait time and position in queue across
+    #   multiple queues.
     #
-    # * Enhance queue visibility and leverage agent proficiencies to
-    #   streamline contact routing.
+    # * Self-Service Deflection - Redirect customers to self-service options
+    #   like chatbots or FAQs when estimated wait time is high or position
+    #   in queue is unfavorable.
     #
     # **Important things to know**
     #
-    # * The only way to retrieve the position of the contact in queue is by
-    #   using this API. You can't retrieve the position by using flows and
-    #   attributes.
+    # * Metrics are only available while the contact is actively in queue.
     #
     # * For more information, see the [Position in queue][1] metric in the
     #   *Amazon Connect Administrator Guide*.
@@ -10420,7 +10424,10 @@ module Aws::Connect
     #   The identifier of the contact in this instance of Amazon Connect.
     #
     # @option params [required, Array<Types::ContactMetricInfo>] :metrics
-    #   A list of contact-level metrics to retrieve.
+    #   A list of contact level metrics to retrieve.Supported metrics include
+    #   POSITION\_IN\_QUEUE (the contact's current position in the queue) and
+    #   ESTIMATED\_WAIT\_TIME (the predicted time in seconds until the contact
+    #   is connected to an agent)
     #
     # @return [Types::GetContactMetricsResponse] Returns a {Seahorse::Client::Response response} object which responds to the following methods:
     #
@@ -10435,7 +10442,7 @@ module Aws::Connect
     #     contact_id: "InstanceIdOrArn", # required
     #     metrics: [ # required
     #       {
-    #         name: "POSITION_IN_QUEUE", # required, accepts POSITION_IN_QUEUE
+    #         name: "ESTIMATED_WAIT_TIME", # required, accepts ESTIMATED_WAIT_TIME, POSITION_IN_QUEUE
     #       },
     #     ],
     #   })
@@ -10443,7 +10450,7 @@ module Aws::Connect
     # @example Response structure
     #
     #   resp.metric_results #=> Array
-    #   resp.metric_results[0].name #=> String, one of "POSITION_IN_QUEUE"
+    #   resp.metric_results[0].name #=> String, one of "ESTIMATED_WAIT_TIME", "POSITION_IN_QUEUE"
     #   resp.metric_results[0].value.number #=> Float
     #   resp.id #=> String
     #   resp.arn #=> String
@@ -10645,6 +10652,20 @@ module Aws::Connect
     #
     #     Name in real-time metrics report: [Scheduled][10]
     #
+    #   ESTIMATED\_WAIT\_TIME
+    #
+    #   : Unit: SECONDS
+    #
+    #     This metric supports filter and grouping combination only used for
+    #     core routing purpose. Valid filter and grouping use cases:
+    #
+    #     * Filter by a list of \[Queues\] and a list of \[Channels\], group
+    #       by \[“QUEUE”, “CHANNEL”\]
+    #
+    #     * Filter by a singleton list of \[Queue\], a singleton list of
+    #       \[Channel\], a list of \[RoutingStepExpression\], group by
+    #       \[“ROUTING\_STEP\_EXPRESSION”\].
+    #
     #   OLDEST\_CONTACT\_AGE
     #
     #   : Unit: SECONDS
@@ -10746,7 +10767,7 @@ module Aws::Connect
     #     groupings: ["QUEUE"], # accepts QUEUE, CHANNEL, ROUTING_PROFILE, ROUTING_STEP_EXPRESSION, AGENT_STATUS, SUBTYPE, VALIDATION_TEST_TYPE
     #     current_metrics: [ # required
     #       {
-    #         name: "AGENTS_ONLINE", # accepts AGENTS_ONLINE, AGENTS_AVAILABLE, AGENTS_ON_CALL, AGENTS_NON_PRODUCTIVE, AGENTS_AFTER_CONTACT_WORK, AGENTS_ERROR, AGENTS_STAFFED, CONTACTS_IN_QUEUE, OLDEST_CONTACT_AGE, CONTACTS_SCHEDULED, AGENTS_ON_CONTACT, SLOTS_ACTIVE, SLOTS_AVAILABLE
+    #         name: "AGENTS_ONLINE", # accepts AGENTS_ONLINE, AGENTS_AVAILABLE, AGENTS_ON_CALL, AGENTS_NON_PRODUCTIVE, AGENTS_AFTER_CONTACT_WORK, AGENTS_ERROR, AGENTS_STAFFED, CONTACTS_IN_QUEUE, OLDEST_CONTACT_AGE, CONTACTS_SCHEDULED, AGENTS_ON_CONTACT, SLOTS_ACTIVE, SLOTS_AVAILABLE, ESTIMATED_WAIT_TIME
     #         metric_id: "CurrentMetricId",
     #         unit: "SECONDS", # accepts SECONDS, COUNT, PERCENT
     #       },
@@ -10755,7 +10776,7 @@ module Aws::Connect
     #     max_results: 1,
     #     sort_criteria: [
     #       {
-    #         sort_by_metric: "AGENTS_ONLINE", # accepts AGENTS_ONLINE, AGENTS_AVAILABLE, AGENTS_ON_CALL, AGENTS_NON_PRODUCTIVE, AGENTS_AFTER_CONTACT_WORK, AGENTS_ERROR, AGENTS_STAFFED, CONTACTS_IN_QUEUE, OLDEST_CONTACT_AGE, CONTACTS_SCHEDULED, AGENTS_ON_CONTACT, SLOTS_ACTIVE, SLOTS_AVAILABLE
+    #         sort_by_metric: "AGENTS_ONLINE", # accepts AGENTS_ONLINE, AGENTS_AVAILABLE, AGENTS_ON_CALL, AGENTS_NON_PRODUCTIVE, AGENTS_AFTER_CONTACT_WORK, AGENTS_ERROR, AGENTS_STAFFED, CONTACTS_IN_QUEUE, OLDEST_CONTACT_AGE, CONTACTS_SCHEDULED, AGENTS_ON_CONTACT, SLOTS_ACTIVE, SLOTS_AVAILABLE, ESTIMATED_WAIT_TIME
     #         sort_order: "ASCENDING", # accepts ASCENDING, DESCENDING
     #       },
     #     ],
@@ -10776,7 +10797,7 @@ module Aws::Connect
     #   resp.metric_results[0].dimensions.subtype #=> String
     #   resp.metric_results[0].dimensions.validation_test_type #=> String
     #   resp.metric_results[0].collections #=> Array
-    #   resp.metric_results[0].collections[0].metric.name #=> String, one of "AGENTS_ONLINE", "AGENTS_AVAILABLE", "AGENTS_ON_CALL", "AGENTS_NON_PRODUCTIVE", "AGENTS_AFTER_CONTACT_WORK", "AGENTS_ERROR", "AGENTS_STAFFED", "CONTACTS_IN_QUEUE", "OLDEST_CONTACT_AGE", "CONTACTS_SCHEDULED", "AGENTS_ON_CONTACT", "SLOTS_ACTIVE", "SLOTS_AVAILABLE"
+    #   resp.metric_results[0].collections[0].metric.name #=> String, one of "AGENTS_ONLINE", "AGENTS_AVAILABLE", "AGENTS_ON_CALL", "AGENTS_NON_PRODUCTIVE", "AGENTS_AFTER_CONTACT_WORK", "AGENTS_ERROR", "AGENTS_STAFFED", "CONTACTS_IN_QUEUE", "OLDEST_CONTACT_AGE", "CONTACTS_SCHEDULED", "AGENTS_ON_CONTACT", "SLOTS_ACTIVE", "SLOTS_AVAILABLE", "ESTIMATED_WAIT_TIME"
     #   resp.metric_results[0].collections[0].metric.metric_id #=> String
     #   resp.metric_results[0].collections[0].metric.unit #=> String, one of "SECONDS", "COUNT", "PERCENT"
     #   resp.metric_results[0].collections[0].value #=> Float
@@ -27856,7 +27877,7 @@ module Aws::Connect
         tracer: tracer
       )
       context[:gem_name] = 'aws-sdk-connect'
-      context[:gem_version] = '1.239.0'
+      context[:gem_version] = '1.240.0'
       Seahorse::Client::Request.new(handlers, context)
     end
 

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

@@ -4409,10 +4409,15 @@ module Aws::Connect
       include Aws::Structure
     end
 
-    # The object that contains information about metric being requested.
+    # Contains the details of a metric to be retrieved for a contact. Use
+    # this object to specify which contact level metrics you want to include
+    # in your GetContactMetrics request.
     #
     # @!attribute [rw] name
-    #   The name of the metric being retrieved in type String.
+    #   The name of the metric to retrieve. Supported values are
+    #   POSITION\_IN\_QUEUE (returns the contact's current position in the
+    #   queue) and ESTIMATED\_WAIT\_TIME (returns the predicted wait time in
+    #   seconds).
     #   @return [String]
     #
     # @see http://docs.aws.amazon.com/goto/WebAPI/connect-2017-08-08/ContactMetricInfo AWS API Documentation
@@ -4423,14 +4428,20 @@ module Aws::Connect
       include Aws::Structure
     end
 
-    # Object containing information about metric requested for the contact.
+    # Contains the result of a requested metric for the contact. This object
+    # is returned as part of the GetContactMetrics response and includes
+    # both the metric name and its calculated value.
     #
     # @!attribute [rw] name
-    #   The name of the metric being retrieved in type String.
+    #   The name of the metric that was retrieved. This corresponds to the
+    #   metric name specified in the request, such as POSITION\_IN\_QUEUE or
+    #   ESTIMATED\_WAIT\_TIME.
     #   @return [String]
     #
     # @!attribute [rw] value
-    #   Object result associated with the metric received.
+    #   The calculated value for the requested metric. This object contains
+    #   the numeric result based on the contact's current state in the
+    #   queue.
     #   @return [Types::ContactMetricValue]
     #
     # @see http://docs.aws.amazon.com/goto/WebAPI/connect-2017-08-08/ContactMetricResult AWS API Documentation
@@ -4442,13 +4453,16 @@ module Aws::Connect
       include Aws::Structure
     end
 
-    # Object which contains the number.
+    # Contains the numeric value of a contact metric result.
     #
     # @note ContactMetricValue is a union - when returned from an API call exactly one value will be set and the returned type will be a subclass of ContactMetricValue corresponding to the set member.
     #
     # @!attribute [rw] number
-    #   The number of type Double. This number is the contact's position in
-    #   queue.
+    #   The numeric value of the metric result. For POSITION\_IN\_QUEUE,
+    #   this represents the contact's current position in the queue (e.g.,
+    #   3.00 means third in line). For ESTIMATED\_WAIT\_TIME, this
+    #   represents the predicted wait time in seconds (e.g., 120.00 means
+    #   approximately 2 minutes).
     #   @return [Float]
     #
     # @see http://docs.aws.amazon.com/goto/WebAPI/connect-2017-08-08/ContactMetricValue AWS API Documentation
@@ -14340,7 +14354,10 @@ module Aws::Connect
     #   @return [String]
     #
     # @!attribute [rw] metrics
-    #   A list of contact-level metrics to retrieve.
+    #   A list of contact level metrics to retrieve.Supported metrics
+    #   include POSITION\_IN\_QUEUE (the contact's current position in the
+    #   queue) and ESTIMATED\_WAIT\_TIME (the predicted time in seconds
+    #   until the contact is connected to an agent)
     #   @return [Array<Types::ContactMetricInfo>]
     #
     # @see http://docs.aws.amazon.com/goto/WebAPI/connect-2017-08-08/GetContactMetricsRequest AWS API Documentation
@@ -14356,12 +14373,14 @@ module Aws::Connect
     # @!attribute [rw] metric_results
     #   A list of metric results containing the calculated values for each
     #   requested metric. Each result includes the metric name and its
-    #   corresponding calculated value.
+    #   corresponding value. For example, POSITION\_IN\_QUEUE returns a
+    #   numeric value representing the contact's position in queue, and
+    #   ESTIMATED\_WAIT\_TIME returns the predicted wait time in seconds.
     #   @return [Array<Types::ContactMetricResult>]
     #
     # @!attribute [rw] id
     #   The unique identifier of the contact for which metrics were
-    #   retrieved.
+    #   retrieved. This matches the ContactId provided in the request.
     #   @return [String]
     #
     # @!attribute [rw] arn
@@ -14532,6 +14551,20 @@ module Aws::Connect
     #
     #     Name in real-time metrics report: [Scheduled][10]
     #
+    #   ESTIMATED\_WAIT\_TIME
+    #
+    #   : Unit: SECONDS
+    #
+    #     This metric supports filter and grouping combination only used for
+    #     core routing purpose. Valid filter and grouping use cases:
+    #
+    #     * Filter by a list of \[Queues\] and a list of \[Channels\], group
+    #       by \[“QUEUE”, “CHANNEL”\]
+    #
+    #     * Filter by a singleton list of \[Queue\], a singleton list of
+    #       \[Channel\], a list of \[RoutingStepExpression\], group by
+    #       \[“ROUTING\_STEP\_EXPRESSION”\].
+    #
     #   OLDEST\_CONTACT\_AGE
     #
     #   : Unit: SECONDS

data/lib/aws-sdk-connect.rb

@@ -54,7 +54,7 @@ module Aws::Connect
   autoload :EndpointProvider, 'aws-sdk-connect/endpoint_provider'
   autoload :Endpoints, 'aws-sdk-connect/endpoints'
 
-  GEM_VERSION = '1.239.0'
+  GEM_VERSION = '1.240.0'
 
 end
 

data/sig/client.rbs

@@ -2684,7 +2684,7 @@ module Aws
                                  contact_id: ::String,
                                  metrics: Array[
                                    {
-                                     name: ("POSITION_IN_QUEUE")
+                                     name: ("ESTIMATED_WAIT_TIME" | "POSITION_IN_QUEUE")
                                    },
                                  ]
                                ) -> _GetContactMetricsResponseSuccess
@@ -2712,7 +2712,7 @@ module Aws
                                      ?groupings: Array[("QUEUE" | "CHANNEL" | "ROUTING_PROFILE" | "ROUTING_STEP_EXPRESSION" | "AGENT_STATUS" | "SUBTYPE" | "VALIDATION_TEST_TYPE")],
                                      current_metrics: Array[
                                        {
-                                         name: ("AGENTS_ONLINE" | "AGENTS_AVAILABLE" | "AGENTS_ON_CALL" | "AGENTS_NON_PRODUCTIVE" | "AGENTS_AFTER_CONTACT_WORK" | "AGENTS_ERROR" | "AGENTS_STAFFED" | "CONTACTS_IN_QUEUE" | "OLDEST_CONTACT_AGE" | "CONTACTS_SCHEDULED" | "AGENTS_ON_CONTACT" | "SLOTS_ACTIVE" | "SLOTS_AVAILABLE")?,
+                                         name: ("AGENTS_ONLINE" | "AGENTS_AVAILABLE" | "AGENTS_ON_CALL" | "AGENTS_NON_PRODUCTIVE" | "AGENTS_AFTER_CONTACT_WORK" | "AGENTS_ERROR" | "AGENTS_STAFFED" | "CONTACTS_IN_QUEUE" | "OLDEST_CONTACT_AGE" | "CONTACTS_SCHEDULED" | "AGENTS_ON_CONTACT" | "SLOTS_ACTIVE" | "SLOTS_AVAILABLE" | "ESTIMATED_WAIT_TIME")?,
                                          metric_id: ::String?,
                                          unit: ("SECONDS" | "COUNT" | "PERCENT")?
                                        },
@@ -2721,7 +2721,7 @@ module Aws
                                      ?max_results: ::Integer,
                                      ?sort_criteria: Array[
                                        {
-                                         sort_by_metric: ("AGENTS_ONLINE" | "AGENTS_AVAILABLE" | "AGENTS_ON_CALL" | "AGENTS_NON_PRODUCTIVE" | "AGENTS_AFTER_CONTACT_WORK" | "AGENTS_ERROR" | "AGENTS_STAFFED" | "CONTACTS_IN_QUEUE" | "OLDEST_CONTACT_AGE" | "CONTACTS_SCHEDULED" | "AGENTS_ON_CONTACT" | "SLOTS_ACTIVE" | "SLOTS_AVAILABLE")?,
+                                         sort_by_metric: ("AGENTS_ONLINE" | "AGENTS_AVAILABLE" | "AGENTS_ON_CALL" | "AGENTS_NON_PRODUCTIVE" | "AGENTS_AFTER_CONTACT_WORK" | "AGENTS_ERROR" | "AGENTS_STAFFED" | "CONTACTS_IN_QUEUE" | "OLDEST_CONTACT_AGE" | "CONTACTS_SCHEDULED" | "AGENTS_ON_CONTACT" | "SLOTS_ACTIVE" | "SLOTS_AVAILABLE" | "ESTIMATED_WAIT_TIME")?,
                                          sort_order: ("ASCENDING" | "DESCENDING")?
                                        },
                                      ]

data/sig/types.rbs

@@ -1063,12 +1063,12 @@ module Aws::Connect
     end
 
     class ContactMetricInfo
-      attr_accessor name: ("POSITION_IN_QUEUE")
+      attr_accessor name: ("ESTIMATED_WAIT_TIME" | "POSITION_IN_QUEUE")
       SENSITIVE: []
     end
 
     class ContactMetricResult
-      attr_accessor name: ("POSITION_IN_QUEUE")
+      attr_accessor name: ("ESTIMATED_WAIT_TIME" | "POSITION_IN_QUEUE")
       attr_accessor value: Types::ContactMetricValue
       SENSITIVE: []
     end
@@ -1786,7 +1786,7 @@ module Aws::Connect
     end
 
     class CurrentMetric
-      attr_accessor name: ("AGENTS_ONLINE" | "AGENTS_AVAILABLE" | "AGENTS_ON_CALL" | "AGENTS_NON_PRODUCTIVE" | "AGENTS_AFTER_CONTACT_WORK" | "AGENTS_ERROR" | "AGENTS_STAFFED" | "CONTACTS_IN_QUEUE" | "OLDEST_CONTACT_AGE" | "CONTACTS_SCHEDULED" | "AGENTS_ON_CONTACT" | "SLOTS_ACTIVE" | "SLOTS_AVAILABLE")
+      attr_accessor name: ("AGENTS_ONLINE" | "AGENTS_AVAILABLE" | "AGENTS_ON_CALL" | "AGENTS_NON_PRODUCTIVE" | "AGENTS_AFTER_CONTACT_WORK" | "AGENTS_ERROR" | "AGENTS_STAFFED" | "CONTACTS_IN_QUEUE" | "OLDEST_CONTACT_AGE" | "CONTACTS_SCHEDULED" | "AGENTS_ON_CONTACT" | "SLOTS_ACTIVE" | "SLOTS_AVAILABLE" | "ESTIMATED_WAIT_TIME")
       attr_accessor metric_id: ::String
       attr_accessor unit: ("SECONDS" | "COUNT" | "PERCENT")
       SENSITIVE: []
@@ -1805,7 +1805,7 @@ module Aws::Connect
     end
 
     class CurrentMetricSortCriteria
-      attr_accessor sort_by_metric: ("AGENTS_ONLINE" | "AGENTS_AVAILABLE" | "AGENTS_ON_CALL" | "AGENTS_NON_PRODUCTIVE" | "AGENTS_AFTER_CONTACT_WORK" | "AGENTS_ERROR" | "AGENTS_STAFFED" | "CONTACTS_IN_QUEUE" | "OLDEST_CONTACT_AGE" | "CONTACTS_SCHEDULED" | "AGENTS_ON_CONTACT" | "SLOTS_ACTIVE" | "SLOTS_AVAILABLE")
+      attr_accessor sort_by_metric: ("AGENTS_ONLINE" | "AGENTS_AVAILABLE" | "AGENTS_ON_CALL" | "AGENTS_NON_PRODUCTIVE" | "AGENTS_AFTER_CONTACT_WORK" | "AGENTS_ERROR" | "AGENTS_STAFFED" | "CONTACTS_IN_QUEUE" | "OLDEST_CONTACT_AGE" | "CONTACTS_SCHEDULED" | "AGENTS_ON_CONTACT" | "SLOTS_ACTIVE" | "SLOTS_AVAILABLE" | "ESTIMATED_WAIT_TIME")
       attr_accessor sort_order: ("ASCENDING" | "DESCENDING")
       SENSITIVE: []
     end

metadata

@@ -1,7 +1,7 @@
 --- !ruby/object:Gem::Specification
 name: aws-sdk-connect
 version: !ruby/object:Gem::Version
-  version: 1.239.0
+  version: 1.240.0
 platform: ruby
 authors:
 - Amazon Web Services