public java.util.List<MetricV2> getMetrics() {
        return metrics;
    }
<p>
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 <a
href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html">Historical
metrics definitions</a> in the <i>Amazon Connect Administrator Guide</i>.
</p>
<dl>
<dt>ABANDONMENT_RATE</dt>
<dd>
<p>
Unit: Percent
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#abandonment-rate-historical"
>Abandonment rate</a>
</p>
</dd>
<dt>AGENT_ADHERENT_TIME</dt>
<dd>
<p>
This metric is available only in Amazon Web Services Regions where <a
href="https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#optimization_region">Forecasting,
capacity planning, and scheduling</a> is available.
</p>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#adherent-time-historical"
>Adherent time</a>
</p>
</dd>
<dt>AGENT_ANSWER_RATE</dt>
<dd>
<p>
Unit: Percent
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-answer-rate-historical"
>Agent answer rate</a>
</p>
</dd>
<dt>AGENT_NON_ADHERENT_TIME</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#non-adherent-time"
>Non-adherent time</a>
</p>
</dd>
<dt>AGENT_NON_RESPONSE</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-non-response"
>Agent non-response</a>
</p>
</dd>
<dt>AGENT_NON_RESPONSE_WITHOUT_CUSTOMER_ABANDONS</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
</p>
<p>
Data for this metric is available starting from October 1, 2023 0:00:00 GMT.
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-nonresponse-no-abandon-historical"
>Agent non-response without customer abandons</a>
</p>
</dd>
<dt>AGENT_OCCUPANCY</dt>
<dd>
<p>
Unit: Percentage
</p>
<p>
Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#occupancy-historical"
>Occupancy</a>
</p>
</dd>
<dt>AGENT_SCHEDULE_ADHERENCE</dt>
<dd>
<p>
This metric is available only in Amazon Web Services Regions where <a
href="https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#optimization_region">Forecasting,
capacity planning, and scheduling</a> is available.
</p>
<p>
Unit: Percent
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#adherence-historical"
>Adherence</a>
</p>
</dd>
<dt>AGENT_SCHEDULED_TIME</dt>
<dd>
<p>
This metric is available only in Amazon Web Services Regions where <a
href="https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#optimization_region">Forecasting,
capacity planning, and scheduling</a> is available.
</p>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#scheduled-time-historical"
>Scheduled time</a>
</p>
</dd>
<dt>AVG_ABANDON_TIME</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-queue-abandon-time-historical"
>Average queue abandon time</a>
</p>
</dd>
<dt>AVG_ACTIVE_TIME</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-active-time-historical"
>Average active time</a>
</p>
</dd>
<dt>AVG_AFTER_CONTACT_WORK_TIME</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid metric filter key: <code>INITIATION_METHOD</code>
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-acw-time-historical"
>Average after contact work time</a>
</p>
<note>
<p>
Feature is a valid filter but not a valid grouping.
</p>
</note></dd>
<dt>AVG_AGENT_CONNECTING_TIME</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid metric filter key: <code>INITIATION_METHOD</code>. For now, this metric only supports the following as
<code>INITIATION_METHOD</code>: <code>INBOUND</code> | <code>OUTBOUND</code> | <code>CALLBACK</code> |
<code>API</code>
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#htm-avg-agent-api-connecting-time"
>Average agent API connecting time</a>
</p>
<note>
<p>
The <code>Negate</code> key in Metric Level Filters is not applicable for this metric.
</p>
</note></dd>
<dt>AVG_AGENT_PAUSE_TIME</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-pause-time-historical"
>Average agent pause time</a>
</p>
</dd>
<dt>AVG_CASE_RELATED_CONTACTS</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Required filter key: CASE_TEMPLATE_ARN
</p>
<p>
Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-contacts-case-historical"
>Average contacts per case</a>
</p>
</dd>
<dt>AVG_CASE_RESOLUTION_TIME</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Required filter key: CASE_TEMPLATE_ARN
</p>
<p>
Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-case-resolution-time-historical"
>Average case resolution time</a>
</p>
</dd>
<dt>AVG_CONTACT_DURATION</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-contact-duration-historical"
>Average contact duration</a>
</p>
<note>
<p>
Feature is a valid filter but not a valid grouping.
</p>
</note></dd>
<dt>AVG_CONVERSATION_DURATION</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-conversation-duration-historical"
>Average conversation duration</a>
</p>
</dd>
<dt>AVG_DIALS_PER_MINUTE</dt>
<dd>
<p>
This metric is available only for contacts analyzed by outbound campaigns analytics.
</p>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Campaign, Agent, Queue, Routing Profile
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-dials-historical"
>Average dials per minute</a>
</p>
</dd>
<dt>AVG_FLOW_TIME</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
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
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-flow-time-historical"
>Average flow time</a>
</p>
</dd>
<dt>AVG_GREETING_TIME_AGENT</dt>
<dd>
<p>
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
</p>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-greeting-time-agent-historical"
>Average agent greeting time</a>
</p>
</dd>
<dt>AVG_HANDLE_TIME</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,
contact/segmentAttributes/connect:Subtype, RoutingStepExpression
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-handle-time-historical"
>Average handle time</a>
</p>
<note>
<p>
Feature is a valid filter but not a valid grouping.
</p>
</note></dd>
<dt>AVG_HOLD_TIME</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-customer-hold-time-historical"
>Average customer hold time</a>
</p>
<note>
<p>
Feature is a valid filter but not a valid grouping.
</p>
</note></dd>
<dt>AVG_HOLD_TIME_ALL_CONTACTS</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#avg-customer-hold-time-all-contacts-historical"
>Average customer hold time all contacts</a>
</p>
</dd>
<dt>AVG_HOLDS</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-holds-historical"
>Average holds</a>
</p>
<note>
<p>
Feature is a valid filter but not a valid grouping.
</p>
</note></dd>
<dt>AVG_INTERACTION_AND_HOLD_TIME</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-interaction-customer-hold-time-historical"
>Average agent interaction and customer hold time</a>
</p>
</dd>
<dt>AVG_INTERACTION_TIME</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid metric filter key: <code>INITIATION_METHOD</code>
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Feature, contact/segmentAttributes/connect:Subtype,
Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-interaction-time-historical"
>Average agent interaction time</a>
</p>
<note>
<p>
Feature is a valid filter but not a valid grouping.
</p>
</note></dd>
<dt>AVG_INTERRUPTIONS_AGENT</dt>
<dd>
<p>
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
</p>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-interruptions-agent-historical"
>Average agent interruptions</a>
</p>
</dd>
<dt>AVG_INTERRUPTION_TIME_AGENT</dt>
<dd>
<p>
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
</p>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-interruptions-time-agent-historical"
>Average agent interruption time</a>
</p>
</dd>
<dt>AVG_NON_TALK_TIME</dt>
<dd>
<p>
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
</p>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html##average-non-talk-time-historical"
>Average non-talk time</a>
</p>
</dd>
<dt>AVG_QUEUE_ANSWER_TIME</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Feature, contact/segmentAttributes/connect:Subtype,
Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-queue-answer-time-historical"
>Average queue answer time</a>
</p>
<note>
<p>
Feature is a valid filter but not a valid grouping.
</p>
</note></dd>
<dt>AVG_RESOLUTION_TIME</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in
Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-resolution-time-historical"
>Average resolution time</a>
</p>
</dd>
<dt>AVG_TALK_TIME</dt>
<dd>
<p>
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
</p>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-historical"
>Average talk time</a>
</p>
</dd>
<dt>AVG_TALK_TIME_AGENT</dt>
<dd>
<p>
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
</p>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-agent-historical"
>Average agent talk time</a>
</p>
</dd>
<dt>AVG_TALK_TIME_CUSTOMER</dt>
<dd>
<p>
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
</p>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-customer-historical"
>Average customer talk time</a>
</p>
</dd>
<dt>AVG_WAIT_TIME_AFTER_CUSTOMER_CONNECTION</dt>
<dd>
<p>
This metric is available only for contacts analyzed by outbound campaigns analytics.
</p>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Campaign
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-wait-time-historical"
>Average wait time after customer connection</a>
</p>
</dd>
<dt>CAMPAIGN_CONTACTS_ABANDONED_AFTER_X</dt>
<dd>
<p>
This metric is available only for contacts analyzed by outbound campaigns analytics.
</p>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Campaign, Agent
</p>
<p>
Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in seconds. For
<code>Comparison</code>, you must enter <code>GT</code> (for <i>Greater than</i>).
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#campaign-contacts-abandoned-historical"
>Campaign contacts abandoned after X</a>
</p>
</dd>
<dt>CAMPAIGN_CONTACTS_ABANDONED_AFTER_X_RATE</dt>
<dd>
<p>
This metric is available only for contacts analyzed by outbound campaigns analytics.
</p>
<p>
Unit: Percent
</p>
<p>
Valid groupings and filters: Campaign, Agent
</p>
<p>
Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in seconds. For
<code>Comparison</code>, you must enter <code>GT</code> (for <i>Greater than</i>).
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#campaign-contacts-abandoned-rate-historical"
>Campaign contacts abandoned after X rate</a>
</p>
</dd>
<dt>CASES_CREATED</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Required filter key: CASE_TEMPLATE_ARN
</p>
<p>
Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-created-historical"
>Cases created</a>
</p>
</dd>
<dt>CONTACTS_CREATED</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid metric filter key: <code>INITIATION_METHOD</code>
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Feature, contact/segmentAttributes/connect:Subtype,
Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-created-historical"
>Contacts created</a>
</p>
<note>
<p>
Feature is a valid filter but not a valid grouping.
</p>
</note></dd>
<dt>CONTACTS_HANDLED</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid metric filter key: <code>INITIATION_METHOD</code>, <code>DISCONNECT_REASON</code>
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,
contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#api-contacts-handled-historical"
>API contacts handled</a>
</p>
<note>
<p>
Feature is a valid filter but not a valid grouping.
</p>
</note></dd>
<dt>CONTACTS_HANDLED_BY_CONNECTED_TO_AGENT</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid metric filter key: <code>INITIATION_METHOD</code>
</p>
<p>
Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q
in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-handled-by-connected-to-agent-historical"
>Contacts handled (connected to agent timestamp)</a>
</p>
</dd>
<dt>CONTACTS_HOLD_ABANDONS</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-handled-by-connected-to-agent-historical"
>Contacts hold disconnect</a>
</p>
</dd>
<dt>CONTACTS_ON_HOLD_AGENT_DISCONNECT</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-agent-disconnect-historical"
>Contacts hold agent disconnect</a>
</p>
</dd>
<dt>CONTACTS_ON_HOLD_CUSTOMER_DISCONNECT</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-customer-disconnect-historical"
>Contacts hold customer disconnect</a>
</p>
</dd>
<dt>CONTACTS_PUT_ON_HOLD</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-customer-disconnect-historical"
>Contacts put on hold</a>
</p>
</dd>
<dt>CONTACTS_TRANSFERRED_OUT_EXTERNAL</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-external-historical"
>Contacts transferred out external</a>
</p>
</dd>
<dt>CONTACTS_TRANSFERRED_OUT_INTERNAL</dt>
<dd>
<p>
Unit: Percent
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-internal-historical"
>Contacts transferred out internal</a>
</p>
</dd>
<dt>CONTACTS_QUEUED</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-queued-historical"
>Contacts queued</a>
</p>
</dd>
<dt>CONTACTS_QUEUED_BY_ENQUEUE</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-queued-by-enqueue-historical"
>Contacts queued (enqueue timestamp)</a>
</p>
</dd>
<dt>CONTACTS_REMOVED_FROM_QUEUE_IN_X</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Q in Connect
</p>
<p>
Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in seconds. For
<code>Comparison</code>, you must enter <code>LT</code> (for "Less than").
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-removed-historical"
>Contacts removed from queue in X seconds</a>
</p>
</dd>
<dt>CONTACTS_RESOLVED_IN_X</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in
Connect
</p>
<p>
Threshold: For <code>ThresholdValue</code> enter any whole number from 1 to 604800 (inclusive), in seconds. For
<code>Comparison</code>, you must enter <code>LT</code> (for "Less than").
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-resolved-historical"
>Contacts resolved in X</a>
</p>
</dd>
<dt>CONTACTS_TRANSFERRED_OUT</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-historical"
>Contacts transferred out</a>
</p>
<note>
<p>
Feature is a valid filter but not a valid grouping.
</p>
</note></dd>
<dt>CONTACTS_TRANSFERRED_OUT_BY_AGENT</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-by-agent-historical"
>Contacts transferred out by agent</a>
</p>
</dd>
<dt>CONTACTS_TRANSFERRED_OUT_FROM_QUEUE</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-by-agent-historical"
>Contacts transferred out queue</a>
</p>
</dd>
<dt>CURRENT_CASES</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Required filter key: CASE_TEMPLATE_ARN
</p>
<p>
Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#current-cases-historical"
>Current cases</a>
</p>
</dd>
<dt>DELIVERY_ATTEMPTS</dt>
<dd>
<p>
This metric is available only for contacts analyzed by outbound campaigns analytics.
</p>
<p>
Unit: Count
</p>
<p>
Valid metric filter key: <code>ANSWERING_MACHINE_DETECTION_STATUS</code>, <code>DISCONNECT_REASON</code>
</p>
<p>
Valid groupings and filters: Campaign, Agent, Queue, Routing Profile, Answering Machine Detection Status,
Disconnect Reason
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#delivery-attempts-historical"
>Delivery attempts</a>
</p>
</dd>
<dt>DELIVERY_ATTEMPT_DISPOSITION_RATE</dt>
<dd>
<p>
This metric is available only for contacts analyzed by outbound campaigns analytics, and with the answering
machine detection enabled.
</p>
<p>
Unit: Percent
</p>
<p>
Valid metric filter key: <code>ANSWERING_MACHINE_DETECTION_STATUS</code>, <code>DISCONNECT_REASON</code>
</p>
<p>
Valid groupings and filters: Campaign, Agent, Answering Machine Detection Status, Disconnect Reason
</p>
<note>
<p>
Answering Machine Detection Status and Disconnect Reason are valid filters but not valid groupings.
</p>
</note>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#delivery-attempt-disposition-rate-historical"
>Delivery attempt disposition rate</a>
</p>
</dd>
<dt>FLOWS_OUTCOME</dt>
<dd>
<p>
Unit: Count
</p>
<p>
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
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#flows-outcome-historical"
>Flows outcome</a>
</p>
</dd>
<dt>FLOWS_STARTED</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource
ID, Flows resource ID, Initiation method, Resource published timestamp
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#flows-started-historical"
>Flows started</a>
</p>
</dd>
<dt>HUMAN_ANSWERED_CALLS</dt>
<dd>
<p>
This metric is available only for contacts analyzed by outbound campaigns analytics, and with the answering
machine detection enabled.
</p>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Campaign, Agent
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#human-answered-historical"
>Human answered</a>
</p>
</dd>
<dt>MAX_FLOW_TIME</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
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
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#maximum-flow-time-historical"
>Maximum flow time</a>
</p>
</dd>
<dt>MAX_QUEUED_TIME</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#maximum-queued-time-historical"
>Maximum queued time</a>
</p>
</dd>
<dt>MIN_FLOW_TIME</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
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
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#minimum-flow-time-historical"
>Minimum flow time</a>
</p>
</dd>
<dt>PERCENT_CASES_FIRST_CONTACT_RESOLVED</dt>
<dd>
<p>
Unit: Percent
</p>
<p>
Required filter key: CASE_TEMPLATE_ARN
</p>
<p>
Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-resolved-first-contact-historical"
>Cases resolved on first contact</a>
</p>
</dd>
<dt>PERCENT_CONTACTS_STEP_EXPIRED</dt>
<dd>
<p>
Unit: Percent
</p>
<p>
Valid groupings and filters: Queue, RoutingStepExpression
</p>
<p>
UI name: This metric is available in Real-time Metrics UI but not on the Historical Metrics UI.
</p>
</dd>
<dt>PERCENT_CONTACTS_STEP_JOINED</dt>
<dd>
<p>
Unit: Percent
</p>
<p>
Valid groupings and filters: Queue, RoutingStepExpression
</p>
<p>
UI name: This metric is available in Real-time Metrics UI but not on the Historical Metrics UI.
</p>
</dd>
<dt>PERCENT_FLOWS_OUTCOME</dt>
<dd>
<p>
Unit: Percent
</p>
<p>
Valid metric filter key: <code>FLOWS_OUTCOME_TYPE</code>
</p>
<p>
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
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#flows-outcome-percentage-historical"
>Flows outcome percentage</a>.
</p>
<note>
<p>
The <code>FLOWS_OUTCOME_TYPE</code> is not a valid grouping.
</p>
</note></dd>
<dt>PERCENT_NON_TALK_TIME</dt>
<dd>
<p>
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
</p>
<p>
Unit: Percentage
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a
href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ntt-historical"
>Non-talk time percent</a>
</p>
</dd>
<dt>PERCENT_TALK_TIME</dt>
<dd>
<p>
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
</p>
<p>
Unit: Percentage
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a
href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#tt-historical"
>Talk time percent</a>
</p>
</dd>
<dt>PERCENT_TALK_TIME_AGENT</dt>
<dd>
<p>
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
</p>
<p>
Unit: Percentage
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ttagent-historical"
>Agent talk time percent</a>
</p>
</dd>
<dt>PERCENT_TALK_TIME_CUSTOMER</dt>
<dd>
<p>
This metric is available only for contacts analyzed by Contact Lens conversational analytics.
</p>
<p>
Unit: Percentage
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ttcustomer-historical"
>Customer talk time percent</a>
</p>
</dd>
<dt>REOPENED_CASE_ACTIONS</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Required filter key: CASE_TEMPLATE_ARN
</p>
<p>
Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-reopened-historical"
>Cases reopened</a>
</p>
</dd>
<dt>RESOLVED_CASE_ACTIONS</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Required filter key: CASE_TEMPLATE_ARN
</p>
<p>
Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-resolved-historical"
>Cases resolved</a>
</p>
</dd>
<dt>SERVICE_LEVEL</dt>
<dd>
<p>
You can include up to 20 SERVICE_LEVEL metrics in a request.
</p>
<p>
Unit: Percent
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Q in Connect
</p>
<p>
Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in seconds. For
<code>Comparison</code>, you must enter <code>LT</code> (for "Less than").
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#service-level-historical"
>Service level X</a>
</p>
</dd>
<dt>STEP_CONTACTS_QUEUED</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Queue, RoutingStepExpression
</p>
<p>
UI name: This metric is available in Real-time Metrics UI but not on the Historical Metrics UI.
</p>
</dd>
<dt>SUM_AFTER_CONTACT_WORK_TIME</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
</p>
<p>
UI name: <a
href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#acw-historical"
>After contact work time</a>
</p>
</dd>
<dt>SUM_CONNECTING_TIME_AGENT</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid metric filter key: <code>INITIATION_METHOD</code>. This metric only supports the following filter keys as
<code>INITIATION_METHOD</code>: <code>INBOUND</code> | <code>OUTBOUND</code> | <code>CALLBACK</code> |
<code>API</code>
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#htm-agent-api-connecting-time"
>Agent API connecting time</a>
</p>
<note>
<p>
The <code>Negate</code> key in Metric Level Filters is not applicable for this metric.
</p>
</note></dd>
<dt>SUM_CONTACTS_ABANDONED</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Metric filter:
</p>
<ul>
<li>
<p>
Valid values: <code>API</code>| <code>Incoming</code> | <code>Outbound</code> | <code>Transfer</code> |
<code>Callback</code> | <code>Queue_Transfer</code>| <code>Disconnect</code>
</p>
</li>
</ul>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-abandoned-historical"
>Contact abandoned</a>
</p>
</dd>
<dt>SUM_CONTACTS_ABANDONED_IN_X</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in
Connect
</p>
<p>
Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in seconds. For
<code>Comparison</code>, you must enter <code>LT</code> (for "Less than").
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-abandoned-x-historical"
>Contacts abandoned in X seconds</a>
</p>
</dd>
<dt>SUM_CONTACTS_ANSWERED_IN_X</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in
Connect
</p>
<p>
Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in seconds. For
<code>Comparison</code>, you must enter <code>LT</code> (for "Less than").
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-answered-x-historical"
>Contacts answered in X seconds</a>
</p>
</dd>
<dt>SUM_CONTACT_FLOW_TIME</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-flow-time-historical"
>Contact flow time</a>
</p>
</dd>
<dt>SUM_CONTACT_TIME_AGENT</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-on-contact-time-historical"
>Agent on contact time</a>
</p>
</dd>
<dt>SUM_CONTACTS_DISCONNECTED</dt>
<dd>
<p>
Valid metric filter key: <code>DISCONNECT_REASON</code>
</p>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
contact/segmentAttributes/connect:Subtype, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-disconnected-historical"
>Contact disconnected</a>
</p>
</dd>
<dt>SUM_ERROR_STATUS_TIME_AGENT</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#error-status-time-historical"
>Error status time</a>
</p>
</dd>
<dt>SUM_HANDLE_TIME</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-handle-time-historical"
>Contact handle time</a>
</p>
</dd>
<dt>SUM_HOLD_TIME</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#customer-hold-time-historical"
>Customer hold time</a>
</p>
</dd>
<dt>SUM_IDLE_TIME_AGENT</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-idle-time-historica"
>Agent idle time</a>
</p>
</dd>
<dt>SUM_INTERACTION_AND_HOLD_TIME</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-interaction-hold-time-historical"
>Agent interaction and hold time</a>
</p>
</dd>
<dt>SUM_INTERACTION_TIME</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-interaction-time-historical"
>Agent interaction time</a>
</p>
</dd>
<dt>SUM_NON_PRODUCTIVE_TIME_AGENT</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy
</p>
<p>
UI name: <a
href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#npt-historical"
>Non-Productive Time</a>
</p>
</dd>
<dt>SUM_ONLINE_TIME_AGENT</dt>
<dd>
<p>
Unit: Seconds
</p>
<p>
Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#online-time-historical"
>Online time</a>
</p>
</dd>
<dt>SUM_RETRY_CALLBACK_ATTEMPTS</dt>
<dd>
<p>
Unit: Count
</p>
<p>
Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in
Connect
</p>
<p>
UI name: <a href=
"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#callback-attempts-historical"
>Callback attempts</a>
</p>
</dd>
</dl>

@return 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 <a
        href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html"
        >Historical metrics definitions</a> in the <i>Amazon Connect Administrator Guide</i>.</p>
        <dl>
        <dt>ABANDONMENT_RATE</dt>
        <dd>
        <p>
        Unit: Percent
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#abandonment-rate-historical"
        >Abandonment rate</a>
        </p>
        </dd>
        <dt>AGENT_ADHERENT_TIME</dt>
        <dd>
        <p>
        This metric is available only in Amazon Web Services Regions where <a
        href="https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#optimization_region"
        >Forecasting, capacity planning, and scheduling</a> is available.
        </p>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#adherent-time-historical"
        >Adherent time</a>
        </p>
        </dd>
        <dt>AGENT_ANSWER_RATE</dt>
        <dd>
        <p>
        Unit: Percent
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-answer-rate-historical"
        >Agent answer rate</a>
        </p>
        </dd>
        <dt>AGENT_NON_ADHERENT_TIME</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#non-adherent-time"
        >Non-adherent time</a>
        </p>
        </dd>
        <dt>AGENT_NON_RESPONSE</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-non-response"
        >Agent non-response</a>
        </p>
        </dd>
        <dt>AGENT_NON_RESPONSE_WITHOUT_CUSTOMER_ABANDONS</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
        </p>
        <p>
        Data for this metric is available starting from October 1, 2023 0:00:00 GMT.
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-nonresponse-no-abandon-historical"
        >Agent non-response without customer abandons</a>
        </p>
        </dd>
        <dt>AGENT_OCCUPANCY</dt>
        <dd>
        <p>
        Unit: Percentage
        </p>
        <p>
        Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#occupancy-historical"
        >Occupancy</a>
        </p>
        </dd>
        <dt>AGENT_SCHEDULE_ADHERENCE</dt>
        <dd>
        <p>
        This metric is available only in Amazon Web Services Regions where <a
        href="https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#optimization_region"
        >Forecasting, capacity planning, and scheduling</a> is available.
        </p>
        <p>
        Unit: Percent
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#adherence-historical"
        >Adherence</a>
        </p>
        </dd>
        <dt>AGENT_SCHEDULED_TIME</dt>
        <dd>
        <p>
        This metric is available only in Amazon Web Services Regions where <a
        href="https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#optimization_region"
        >Forecasting, capacity planning, and scheduling</a> is available.
        </p>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#scheduled-time-historical"
        >Scheduled time</a>
        </p>
        </dd>
        <dt>AVG_ABANDON_TIME</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-queue-abandon-time-historical"
        >Average queue abandon time</a>
        </p>
        </dd>
        <dt>AVG_ACTIVE_TIME</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-active-time-historical"
        >Average active time</a>
        </p>
        </dd>
        <dt>AVG_AFTER_CONTACT_WORK_TIME</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid metric filter key: <code>INITIATION_METHOD</code>
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-acw-time-historical"
        >Average after contact work time</a>
        </p>
        <note>
        <p>
        Feature is a valid filter but not a valid grouping.
        </p>
        </note></dd>
        <dt>AVG_AGENT_CONNECTING_TIME</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid metric filter key: <code>INITIATION_METHOD</code>. For now, this metric only supports the following
        as <code>INITIATION_METHOD</code>: <code>INBOUND</code> | <code>OUTBOUND</code> | <code>CALLBACK</code> |
        <code>API</code>
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#htm-avg-agent-api-connecting-time"
        >Average agent API connecting time</a>
        </p>
        <note>
        <p>
        The <code>Negate</code> key in Metric Level Filters is not applicable for this metric.
        </p>
        </note></dd>
        <dt>AVG_AGENT_PAUSE_TIME</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-pause-time-historical"
        >Average agent pause time</a>
        </p>
        </dd>
        <dt>AVG_CASE_RELATED_CONTACTS</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Required filter key: CASE_TEMPLATE_ARN
        </p>
        <p>
        Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-contacts-case-historical"
        >Average contacts per case</a>
        </p>
        </dd>
        <dt>AVG_CASE_RESOLUTION_TIME</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Required filter key: CASE_TEMPLATE_ARN
        </p>
        <p>
        Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-case-resolution-time-historical"
        >Average case resolution time</a>
        </p>
        </dd>
        <dt>AVG_CONTACT_DURATION</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-contact-duration-historical"
        >Average contact duration</a>
        </p>
        <note>
        <p>
        Feature is a valid filter but not a valid grouping.
        </p>
        </note></dd>
        <dt>AVG_CONVERSATION_DURATION</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-conversation-duration-historical"
        >Average conversation duration</a>
        </p>
        </dd>
        <dt>AVG_DIALS_PER_MINUTE</dt>
        <dd>
        <p>
        This metric is available only for contacts analyzed by outbound campaigns analytics.
        </p>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Campaign, Agent, Queue, Routing Profile
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-dials-historical"
        >Average dials per minute</a>
        </p>
        </dd>
        <dt>AVG_FLOW_TIME</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        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
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-flow-time-historical"
        >Average flow time</a>
        </p>
        </dd>
        <dt>AVG_GREETING_TIME_AGENT</dt>
        <dd>
        <p>
        This metric is available only for contacts analyzed by Contact Lens conversational analytics.
        </p>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-greeting-time-agent-historical"
        >Average agent greeting time</a>
        </p>
        </dd>
        <dt>AVG_HANDLE_TIME</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,
        contact/segmentAttributes/connect:Subtype, RoutingStepExpression
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-handle-time-historical"
        >Average handle time</a>
        </p>
        <note>
        <p>
        Feature is a valid filter but not a valid grouping.
        </p>
        </note></dd>
        <dt>AVG_HOLD_TIME</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-customer-hold-time-historical"
        >Average customer hold time</a>
        </p>
        <note>
        <p>
        Feature is a valid filter but not a valid grouping.
        </p>
        </note></dd>
        <dt>AVG_HOLD_TIME_ALL_CONTACTS</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#avg-customer-hold-time-all-contacts-historical"
        >Average customer hold time all contacts</a>
        </p>
        </dd>
        <dt>AVG_HOLDS</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-holds-historical"
        >Average holds</a>
        </p>
        <note>
        <p>
        Feature is a valid filter but not a valid grouping.
        </p>
        </note></dd>
        <dt>AVG_INTERACTION_AND_HOLD_TIME</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-interaction-customer-hold-time-historical"
        >Average agent interaction and customer hold time</a>
        </p>
        </dd>
        <dt>AVG_INTERACTION_TIME</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid metric filter key: <code>INITIATION_METHOD</code>
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Feature,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-interaction-time-historical"
        >Average agent interaction time</a>
        </p>
        <note>
        <p>
        Feature is a valid filter but not a valid grouping.
        </p>
        </note></dd>
        <dt>AVG_INTERRUPTIONS_AGENT</dt>
        <dd>
        <p>
        This metric is available only for contacts analyzed by Contact Lens conversational analytics.
        </p>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-interruptions-agent-historical"
        >Average agent interruptions</a>
        </p>
        </dd>
        <dt>AVG_INTERRUPTION_TIME_AGENT</dt>
        <dd>
        <p>
        This metric is available only for contacts analyzed by Contact Lens conversational analytics.
        </p>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-interruptions-time-agent-historical"
        >Average agent interruption time</a>
        </p>
        </dd>
        <dt>AVG_NON_TALK_TIME</dt>
        <dd>
        <p>
        This metric is available only for contacts analyzed by Contact Lens conversational analytics.
        </p>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html##average-non-talk-time-historical"
        >Average non-talk time</a>
        </p>
        </dd>
        <dt>AVG_QUEUE_ANSWER_TIME</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Feature,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-queue-answer-time-historical"
        >Average queue answer time</a>
        </p>
        <note>
        <p>
        Feature is a valid filter but not a valid grouping.
        </p>
        </note></dd>
        <dt>AVG_RESOLUTION_TIME</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,
        Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-resolution-time-historical"
        >Average resolution time</a>
        </p>
        </dd>
        <dt>AVG_TALK_TIME</dt>
        <dd>
        <p>
        This metric is available only for contacts analyzed by Contact Lens conversational analytics.
        </p>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-historical"
        >Average talk time</a>
        </p>
        </dd>
        <dt>AVG_TALK_TIME_AGENT</dt>
        <dd>
        <p>
        This metric is available only for contacts analyzed by Contact Lens conversational analytics.
        </p>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-agent-historical"
        >Average agent talk time</a>
        </p>
        </dd>
        <dt>AVG_TALK_TIME_CUSTOMER</dt>
        <dd>
        <p>
        This metric is available only for contacts analyzed by Contact Lens conversational analytics.
        </p>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-customer-historical"
        >Average customer talk time</a>
        </p>
        </dd>
        <dt>AVG_WAIT_TIME_AFTER_CUSTOMER_CONNECTION</dt>
        <dd>
        <p>
        This metric is available only for contacts analyzed by outbound campaigns analytics.
        </p>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Campaign
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-wait-time-historical"
        >Average wait time after customer connection</a>
        </p>
        </dd>
        <dt>CAMPAIGN_CONTACTS_ABANDONED_AFTER_X</dt>
        <dd>
        <p>
        This metric is available only for contacts analyzed by outbound campaigns analytics.
        </p>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Campaign, Agent
        </p>
        <p>
        Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in
        seconds. For <code>Comparison</code>, you must enter <code>GT</code> (for <i>Greater than</i>).
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#campaign-contacts-abandoned-historical"
        >Campaign contacts abandoned after X</a>
        </p>
        </dd>
        <dt>CAMPAIGN_CONTACTS_ABANDONED_AFTER_X_RATE</dt>
        <dd>
        <p>
        This metric is available only for contacts analyzed by outbound campaigns analytics.
        </p>
        <p>
        Unit: Percent
        </p>
        <p>
        Valid groupings and filters: Campaign, Agent
        </p>
        <p>
        Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in
        seconds. For <code>Comparison</code>, you must enter <code>GT</code> (for <i>Greater than</i>).
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#campaign-contacts-abandoned-rate-historical"
        >Campaign contacts abandoned after X rate</a>
        </p>
        </dd>
        <dt>CASES_CREATED</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Required filter key: CASE_TEMPLATE_ARN
        </p>
        <p>
        Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-created-historical"
        >Cases created</a>
        </p>
        </dd>
        <dt>CONTACTS_CREATED</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid metric filter key: <code>INITIATION_METHOD</code>
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Feature,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-created-historical"
        >Contacts created</a>
        </p>
        <note>
        <p>
        Feature is a valid filter but not a valid grouping.
        </p>
        </note></dd>
        <dt>CONTACTS_HANDLED</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid metric filter key: <code>INITIATION_METHOD</code>, <code>DISCONNECT_REASON</code>
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,
        contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#api-contacts-handled-historical"
        >API contacts handled</a>
        </p>
        <note>
        <p>
        Feature is a valid filter but not a valid grouping.
        </p>
        </note></dd>
        <dt>CONTACTS_HANDLED_BY_CONNECTED_TO_AGENT</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid metric filter key: <code>INITIATION_METHOD</code>
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-handled-by-connected-to-agent-historical"
        >Contacts handled (connected to agent timestamp)</a>
        </p>
        </dd>
        <dt>CONTACTS_HOLD_ABANDONS</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-handled-by-connected-to-agent-historical"
        >Contacts hold disconnect</a>
        </p>
        </dd>
        <dt>CONTACTS_ON_HOLD_AGENT_DISCONNECT</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-agent-disconnect-historical"
        >Contacts hold agent disconnect</a>
        </p>
        </dd>
        <dt>CONTACTS_ON_HOLD_CUSTOMER_DISCONNECT</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-customer-disconnect-historical"
        >Contacts hold customer disconnect</a>
        </p>
        </dd>
        <dt>CONTACTS_PUT_ON_HOLD</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-customer-disconnect-historical"
        >Contacts put on hold</a>
        </p>
        </dd>
        <dt>CONTACTS_TRANSFERRED_OUT_EXTERNAL</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-external-historical"
        >Contacts transferred out external</a>
        </p>
        </dd>
        <dt>CONTACTS_TRANSFERRED_OUT_INTERNAL</dt>
        <dd>
        <p>
        Unit: Percent
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-internal-historical"
        >Contacts transferred out internal</a>
        </p>
        </dd>
        <dt>CONTACTS_QUEUED</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-queued-historical"
        >Contacts queued</a>
        </p>
        </dd>
        <dt>CONTACTS_QUEUED_BY_ENQUEUE</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy,
        contact/segmentAttributes/connect:Subtype
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-queued-by-enqueue-historical"
        >Contacts queued (enqueue timestamp)</a>
        </p>
        </dd>
        <dt>CONTACTS_REMOVED_FROM_QUEUE_IN_X</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Q in Connect
        </p>
        <p>
        Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in
        seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for "Less than").
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-removed-historical"
        >Contacts removed from queue in X seconds</a>
        </p>
        </dd>
        <dt>CONTACTS_RESOLVED_IN_X</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,
        Q in Connect
        </p>
        <p>
        Threshold: For <code>ThresholdValue</code> enter any whole number from 1 to 604800 (inclusive), in
        seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for "Less than").
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-resolved-historical"
        >Contacts resolved in X</a>
        </p>
        </dd>
        <dt>CONTACTS_TRANSFERRED_OUT</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-historical"
        >Contacts transferred out</a>
        </p>
        <note>
        <p>
        Feature is a valid filter but not a valid grouping.
        </p>
        </note></dd>
        <dt>CONTACTS_TRANSFERRED_OUT_BY_AGENT</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-by-agent-historical"
        >Contacts transferred out by agent</a>
        </p>
        </dd>
        <dt>CONTACTS_TRANSFERRED_OUT_FROM_QUEUE</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-by-agent-historical"
        >Contacts transferred out queue</a>
        </p>
        </dd>
        <dt>CURRENT_CASES</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Required filter key: CASE_TEMPLATE_ARN
        </p>
        <p>
        Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#current-cases-historical"
        >Current cases</a>
        </p>
        </dd>
        <dt>DELIVERY_ATTEMPTS</dt>
        <dd>
        <p>
        This metric is available only for contacts analyzed by outbound campaigns analytics.
        </p>
        <p>
        Unit: Count
        </p>
        <p>
        Valid metric filter key: <code>ANSWERING_MACHINE_DETECTION_STATUS</code>, <code>DISCONNECT_REASON</code>
        </p>
        <p>
        Valid groupings and filters: Campaign, Agent, Queue, Routing Profile, Answering Machine Detection Status,
        Disconnect Reason
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#delivery-attempts-historical"
        >Delivery attempts</a>
        </p>
        </dd>
        <dt>DELIVERY_ATTEMPT_DISPOSITION_RATE</dt>
        <dd>
        <p>
        This metric is available only for contacts analyzed by outbound campaigns analytics, and with the
        answering machine detection enabled.
        </p>
        <p>
        Unit: Percent
        </p>
        <p>
        Valid metric filter key: <code>ANSWERING_MACHINE_DETECTION_STATUS</code>, <code>DISCONNECT_REASON</code>
        </p>
        <p>
        Valid groupings and filters: Campaign, Agent, Answering Machine Detection Status, Disconnect Reason
        </p>
        <note>
        <p>
        Answering Machine Detection Status and Disconnect Reason are valid filters but not valid groupings.
        </p>
        </note>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#delivery-attempt-disposition-rate-historical"
        >Delivery attempt disposition rate</a>
        </p>
        </dd>
        <dt>FLOWS_OUTCOME</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        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
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#flows-outcome-historical"
        >Flows outcome</a>
        </p>
        </dd>
        <dt>FLOWS_STARTED</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module
        resource ID, Flows resource ID, Initiation method, Resource published timestamp
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#flows-started-historical"
        >Flows started</a>
        </p>
        </dd>
        <dt>HUMAN_ANSWERED_CALLS</dt>
        <dd>
        <p>
        This metric is available only for contacts analyzed by outbound campaigns analytics, and with the
        answering machine detection enabled.
        </p>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Campaign, Agent
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#human-answered-historical"
        >Human answered</a>
        </p>
        </dd>
        <dt>MAX_FLOW_TIME</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        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
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#maximum-flow-time-historical"
        >Maximum flow time</a>
        </p>
        </dd>
        <dt>MAX_QUEUED_TIME</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#maximum-queued-time-historical"
        >Maximum queued time</a>
        </p>
        </dd>
        <dt>MIN_FLOW_TIME</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        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
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#minimum-flow-time-historical"
        >Minimum flow time</a>
        </p>
        </dd>
        <dt>PERCENT_CASES_FIRST_CONTACT_RESOLVED</dt>
        <dd>
        <p>
        Unit: Percent
        </p>
        <p>
        Required filter key: CASE_TEMPLATE_ARN
        </p>
        <p>
        Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-resolved-first-contact-historical"
        >Cases resolved on first contact</a>
        </p>
        </dd>
        <dt>PERCENT_CONTACTS_STEP_EXPIRED</dt>
        <dd>
        <p>
        Unit: Percent
        </p>
        <p>
        Valid groupings and filters: Queue, RoutingStepExpression
        </p>
        <p>
        UI name: This metric is available in Real-time Metrics UI but not on the Historical Metrics UI.
        </p>
        </dd>
        <dt>PERCENT_CONTACTS_STEP_JOINED</dt>
        <dd>
        <p>
        Unit: Percent
        </p>
        <p>
        Valid groupings and filters: Queue, RoutingStepExpression
        </p>
        <p>
        UI name: This metric is available in Real-time Metrics UI but not on the Historical Metrics UI.
        </p>
        </dd>
        <dt>PERCENT_FLOWS_OUTCOME</dt>
        <dd>
        <p>
        Unit: Percent
        </p>
        <p>
        Valid metric filter key: <code>FLOWS_OUTCOME_TYPE</code>
        </p>
        <p>
        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
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#flows-outcome-percentage-historical"
        >Flows outcome percentage</a>.
        </p>
        <note>
        <p>
        The <code>FLOWS_OUTCOME_TYPE</code> is not a valid grouping.
        </p>
        </note></dd>
        <dt>PERCENT_NON_TALK_TIME</dt>
        <dd>
        <p>
        This metric is available only for contacts analyzed by Contact Lens conversational analytics.
        </p>
        <p>
        Unit: Percentage
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ntt-historical"
        >Non-talk time percent</a>
        </p>
        </dd>
        <dt>PERCENT_TALK_TIME</dt>
        <dd>
        <p>
        This metric is available only for contacts analyzed by Contact Lens conversational analytics.
        </p>
        <p>
        Unit: Percentage
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#tt-historical"
        >Talk time percent</a>
        </p>
        </dd>
        <dt>PERCENT_TALK_TIME_AGENT</dt>
        <dd>
        <p>
        This metric is available only for contacts analyzed by Contact Lens conversational analytics.
        </p>
        <p>
        Unit: Percentage
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ttagent-historical"
        >Agent talk time percent</a>
        </p>
        </dd>
        <dt>PERCENT_TALK_TIME_CUSTOMER</dt>
        <dd>
        <p>
        This metric is available only for contacts analyzed by Contact Lens conversational analytics.
        </p>
        <p>
        Unit: Percentage
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ttcustomer-historical"
        >Customer talk time percent</a>
        </p>
        </dd>
        <dt>REOPENED_CASE_ACTIONS</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Required filter key: CASE_TEMPLATE_ARN
        </p>
        <p>
        Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-reopened-historical"
        >Cases reopened</a>
        </p>
        </dd>
        <dt>RESOLVED_CASE_ACTIONS</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Required filter key: CASE_TEMPLATE_ARN
        </p>
        <p>
        Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-resolved-historical"
        >Cases resolved</a>
        </p>
        </dd>
        <dt>SERVICE_LEVEL</dt>
        <dd>
        <p>
        You can include up to 20 SERVICE_LEVEL metrics in a request.
        </p>
        <p>
        Unit: Percent
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Q in Connect
        </p>
        <p>
        Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in
        seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for "Less than").
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#service-level-historical"
        >Service level X</a>
        </p>
        </dd>
        <dt>STEP_CONTACTS_QUEUED</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Queue, RoutingStepExpression
        </p>
        <p>
        UI name: This metric is available in Real-time Metrics UI but not on the Historical Metrics UI.
        </p>
        </dd>
        <dt>SUM_AFTER_CONTACT_WORK_TIME</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#acw-historical"
        >After contact work time</a>
        </p>
        </dd>
        <dt>SUM_CONNECTING_TIME_AGENT</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid metric filter key: <code>INITIATION_METHOD</code>. This metric only supports the following filter
        keys as <code>INITIATION_METHOD</code>: <code>INBOUND</code> | <code>OUTBOUND</code> |
        <code>CALLBACK</code> | <code>API</code>
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#htm-agent-api-connecting-time"
        >Agent API connecting time</a>
        </p>
        <note>
        <p>
        The <code>Negate</code> key in Metric Level Filters is not applicable for this metric.
        </p>
        </note></dd>
        <dt>SUM_CONTACTS_ABANDONED</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Metric filter:
        </p>
        <ul>
        <li>
        <p>
        Valid values: <code>API</code>| <code>Incoming</code> | <code>Outbound</code> | <code>Transfer</code> |
        <code>Callback</code> | <code>Queue_Transfer</code>| <code>Disconnect</code>
        </p>
        </li>
        </ul>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
        contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-abandoned-historical"
        >Contact abandoned</a>
        </p>
        </dd>
        <dt>SUM_CONTACTS_ABANDONED_IN_X</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,
        Q in Connect
        </p>
        <p>
        Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in
        seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for "Less than").
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-abandoned-x-historical"
        >Contacts abandoned in X seconds</a>
        </p>
        </dd>
        <dt>SUM_CONTACTS_ANSWERED_IN_X</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,
        Q in Connect
        </p>
        <p>
        Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in
        seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for "Less than").
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-answered-x-historical"
        >Contacts answered in X seconds</a>
        </p>
        </dd>
        <dt>SUM_CONTACT_FLOW_TIME</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-flow-time-historical"
        >Contact flow time</a>
        </p>
        </dd>
        <dt>SUM_CONTACT_TIME_AGENT</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-on-contact-time-historical"
        >Agent on contact time</a>
        </p>
        </dd>
        <dt>SUM_CONTACTS_DISCONNECTED</dt>
        <dd>
        <p>
        Valid metric filter key: <code>DISCONNECT_REASON</code>
        </p>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy,
        contact/segmentAttributes/connect:Subtype, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-disconnected-historical"
        >Contact disconnected</a>
        </p>
        </dd>
        <dt>SUM_ERROR_STATUS_TIME_AGENT</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#error-status-time-historical"
        >Error status time</a>
        </p>
        </dd>
        <dt>SUM_HANDLE_TIME</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-handle-time-historical"
        >Contact handle time</a>
        </p>
        </dd>
        <dt>SUM_HOLD_TIME</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#customer-hold-time-historical"
        >Customer hold time</a>
        </p>
        </dd>
        <dt>SUM_IDLE_TIME_AGENT</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-idle-time-historica"
        >Agent idle time</a>
        </p>
        </dd>
        <dt>SUM_INTERACTION_AND_HOLD_TIME</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-interaction-hold-time-historical"
        >Agent interaction and hold time</a>
        </p>
        </dd>
        <dt>SUM_INTERACTION_TIME</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-interaction-time-historical"
        >Agent interaction time</a>
        </p>
        </dd>
        <dt>SUM_NON_PRODUCTIVE_TIME_AGENT</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#npt-historical"
        >Non-Productive Time</a>
        </p>
        </dd>
        <dt>SUM_ONLINE_TIME_AGENT</dt>
        <dd>
        <p>
        Unit: Seconds
        </p>
        <p>
        Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#online-time-historical"
        >Online time</a>
        </p>
        </dd>
        <dt>SUM_RETRY_CALLBACK_ATTEMPTS</dt>
        <dd>
        <p>
        Unit: Count
        </p>
        <p>
        Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype,
        Q in Connect
        </p>
        <p>
        UI name: <a href=
        "https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#callback-attempts-historical"
        >Callback attempts</a>
        </p>
        </dd>
aws-java-sdk-connect/src/main/java/com/amazonaws/services/connect/model/GetMetricDataV2Request.java