Posted On: Mar 10, 2023
Amazon Connect now provides a new API to programmatically access trailing 14 days of historical agent and contact metrics data. This new API extends the capabilities of current GetMetricData API, that provides historical metrics data only for the last 24 hours, provides new metrics (e.g., number of contacts disconnected or callbacks attempted) and the ability to filter metrics with more granularity. For example, using the GetMetricDataV2 API, businesses can now build custom analytics dashboards to understand how many contacts were disconnected by an agent or because the customer hung up.
The GetMetricDataV2 API is available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London). To learn more and get started, visit the Amazon Connect website and the API documentation.