Amazon Connect adds filtering by channel to the ‘Get queue metrics’ block

Posted on: Jun 8, 2020

You can now filter queue metrics by channel within contact flows for a single queue. With the launch of chat, queue metrics blended both voice and chat contacts. Now you can filter queue metrics by contact type when configuring the 'Get queue metrics' block. For example, based on the number of contacts in a blended queue, the contact flow designer can calculate the effective hold time to manage the duration a customer spends waiting.

This feature is available in all AWS regions where Amazon Connect is offered. There is no charge to use the channel filter from the Get queue metrics block from the contact flow editor, other than the Amazon Connect service usage and any associated telephony charges. To learn more, see the help documentation, or visit the Amazon Connect website.