Posted On: Oct 5, 2023

Amazon Connect now allows users to access trailing 90 days (previously 35 days) of historical agent and contact metrics (e.g., service level, average handle time) in GetMetricDataV2 API. Additionally, users can now make requests (spanning up to 35 days) with data broken out by customizable time intervals such as 15 minutes, hourly, or weekly. Using GetMetricDataV2 API, business can build custom dashboards to measure historical queue and agent performance. For example, businesses can track the number of incoming contacts for the last 7 days, with data split by day, to see how contact volume changed per day of the week. 

GetMetricDataV2 API is now available in all AWS regions where Amazon Connect is offered. To learn more and get started, visit the Amazon Connect website and the API documentation.