The following glossary includes all metrics as they are defined in the Analytics API. To learn more about how to use the API, see How do I use the Analytics API? To access the API with your API keys, visit our API portal.
Support Metrics API (Metrics per Hour or Day)
Agent Metrics API (Metrics per Agent)
Note: Agent metrics with * sign are valid only for the Amazon Connect Integration instance.
** These metrics will be returned only if “agent_workload“ is present in the “includes” parameter, i.e. when the optional includes=agent_workload flag is supplied to API.
Issue Metric API (Metrics per Issue)
Note: Issue metrics with * sign are valid only for the Amazon Connect Integration instance.