OnMetricDataUpdate - Amazon Connect
Metric Data Update - Rule ConditionsMetric Data Update - MetricGroupMetric Data Update - Metric FiltersMetric Data Update - MetricCondition Full examples

OnMetricDataUpdate

Metric Data Update - Rule Conditions

Parameters

  • Operator - "AND" or "OR"

  • Operands – An array of MetricGroup, can support up to two groups.

  • FilterClause – Rule level metric filter for End Dimension or grouping. Choosing an End Dimension restricts the usage of metrics, as described in Metric Data Update - MetricCondition. 

"Operator": "AND", // "AND or "OR"
"Operand": MetricGroup[], // Upto 2 array elements
"FilterClause" {
    "LogicOperator": "AND", // Only "AND" is supported
    "Filters": [
        {
            "Type": "MetricDataGrouping",
            "Data": ["AGENT" | "QUEUE" | "ROUTING_PROFILE" | "FLOW"] // // Only one is supported
        },
    ]
}

Metric Data Update - MetricGroup

Each MetricGroup can have up to compatible 10 MetricConditions grouped by an "AND" or "OR". Up to two MetricGroups are supported within the same Rule Condition.

"Operands": [
    {
        "Operator": "AND", // "AND or "OR"
        "Operands": MetricCondition[], // Upto 10 array elements
    },
    ...
]

Metric Data Update - Metric Filters

Every MetricCondition has a compound filter format, and requires a list of mandatory filters and some optional filters.

Required filters

These filters are always required in MetricCondition for the when supported, but not supported in others.

MetricDataPeriodSeconds

The trailing time period window, in seconds, for which the metric is calculated. All MetricCondition within the same MetricGroup are required to have a consistent MetricDataPeriodSeconds, that is, the exact same filter in all of them, or none of them should have these filters. The time window has to less than 24 hours (< 86400).

{
    "Type": "MetricDataPeriodSeconds", // Required for Historical mertcis
    "Data": { "Past": 300} 
}

Supported metrics: AVG_HANDLE_TIME, AVG_QUEUE_ANSWER_TIME, AVG_INTERACTION_TIME, AVG_HOLD_TIME, SERVICE_LEVEL_X, AGENT_OCCUPANCY. These metrics cannot be clubbed with other metrics in the same MetricGroup.

AgentActivityDurationSeconds

This filter is only required for AGENT_ACTIVITY metric, and determines the time period window, in seconds, for which the Agent Activity status is held. It has to less than 24 hours (< 86400).

{
    "Type": "AgentActvityDurationSeconds",
    "Data": { "Past": 300} 
}

MetricDataThresholdSeconds

This filter is only required for SERVICE_LEVEL_X, and is defined here. 

{
    "Type": "MetricDataThresholdSeconds",
    "Data": { "Comparison": "LT", "ThresholdValue": 300} // Comparison == "LT" only
}

End Dimension filters

Exactly one of the below filters is required for every MetricCondition. If the MetricConditions are in the same group, then they are required to have the same End Dimension Filter. For more information about these filters, see GetMetricDataV2 request filters.

MetricDataFilterByAgent

Provide the list of Agent IDs in MetricCondition. Up to 25 values can be provided.

{
    "Type": "MetricDataFilterByAgent",
    "Data": ["c04377e2-db01-4182-bc02-4285a66279e7", "1e5a6965-7b64-420d-88a8-a83d2a15081d"]
}

MetricDataFilterByAgentHierarchyLevelX

Agent Hierarchy filters can be any of the five types:

  1. MetricDataFilterByAgentHierarchyLevelOne

  2. MetricDataFilterByAgentHierarchyLevelTwo

  3. MetricDataFilterByAgentHierarchyLevelThree

  4. MetricDataFilterByAgentHierarchyLevelFour

  5. MetricDataFilterByAgentHierarchyLevelFive

Provide the Agent Hierarchy ID in the filter. 

{
    "Type": "MetricDataFilterByAgentHierarchyLevelFive", 
    "Data": ["b99ba702-b84b-4279-abad-5ceda9ff2640"] // One array element only
}
Note

Only one value is supported in the filter.

MetricDataFilterByQueue

Provide the list of Queue IDs in MetricCondition. Up to 25 values can be provided.

{
    "Type": "MetricDataFilterByQueue",
    "Data": ["c04377e2-db01-4182-bc02-4285a66279e7", "1e5a6965-7b64-420d-88a8-a83d2a15081d"]
}

MetricDataFilterByRoutingProfile

Provide the list of Routing Profile IDs in MetricCondition. Up to 25 values can be provided.

{
    "Type": "MetricDataFilterByRoutingProfile",
    "Data": ["b653beae-0a34-4f0c-83d3-067c9b8370bf" , "60a4c89a-b485-4bf2-8396-2a151b4e05a7"]
}

MetricDataFilterByFlow

Provide the list of Flow IDs in MetricCondition. Up to 25 values can be provided.

{
    "Type": "MetricDataFilterByFlow",
    "Data": ["a04377e2-zb01-g182-nc02-a285a66279en", "ae5a6965-zb64-g20d-n8a8-a83d2a15081n"]
}

MetricDataFilterByFlowModule

Provide the list of flow module IDs in MetricCondition. Up to 25 values can be provided.

{
    "Type": "MetricDataFilterByFlowModule",
    "Data": ["a04377e2-zb01-g182-nc02-a285a66279en", "ae5a6965-zb64-g20d-n8a8-a83d2a15081n"]
}

MetricDataFilterByFlowOutcomeType

Flow Outcome Type filter values can be any of the following depending on the filter resource is flow/module.

  • DROPPED

  • DISCONNECTED_PARTICIPANT

  • ENDED_FLOW_EXECUTION

  • TRANSFERRED_TO_QUEUE

  • TRANSFERRED_TO_AGENT

  • TRANSFERRED_TO_FLOW

  • TRANSFERRED_TO_PHONE_NUMBER

  • RETURNED_TO_FLOW

{
    "Type": "MetricDataFilterByFlowOutcomeType", 
    "Data": ["DROPPED", "TRANSFERRED_TO_QUEUE"] // Multiple values can be provided
}

Optional filters

The following filters are optional in MetricCondition.

MetricDataFilterByChannel

This is an optional filter that is supported in MetricCondition for all metrics. However, if used, it is require to be consistent for every MetricCondition. 

{
    "Type": "MetricDataFilterByChannel",
    "Data": ["VOICE", "CHAT", "TASK"], // any subset of this is valid
}

Exception: It cannot be used with AGENT_ACTIVITY and AGENT_OCCUPANCY metrics, but can be used for other metrics in the same RuleCondition but within a different MetricGroup.

Metric Data Update - MetricCondition

AGENT_ACTIVITY

For more information about the AGENT_ACTIVITY metric, see AGENT_ACTIVITY and About agent status.

The AGENT_ACTIVITY metric supports an agent statusId, or string values of one of the following states: ERROR, MISSED, REJECTED, ON_CONTACT, AFTER_CONTACT_WORK, INCOMING, AVAILABLE.

The following example shows:

Rule: When any agent with Hierarchy Level 1 (filterValue = b99ba702-b84b-4279-abad-5ceda9ff2640) has 
                        had AGENT_ACTIVITY equal to statusId ee8c71b9-49c2-4d00-ab6d-244f2d9a5c58 for the last 600 seconds, then perform a RuleAction.
{
    Operator: "EQUALS", // Fixed value
    ComparisonValue: "$.MetricData.AGENT_ACTIVITY",
    Operands: ["ee8c71b9-49c2-4d00-ab6d-244f2d9a5c58"],
    FilterClause: {
      LogicOperator: "AND", // Always "AND"
      Filters: [
        {
          Type: "MetricDataFilterByAgentHierarchyLevelOne",
          Data: ["b99ba702-b84b-4279-abad-5ceda9ff2640"],
        },
        {
          Type: "AgentActivityDurationSeconds",
          Data: { Past: 600 },
        },
      ],
    },
    Negate: true, // or false
  },

Supported End Dimensions (MetricDataGrouping): AGENT

Required Filters: AgentActivityDurationSeconds

Supported End Dimension Filters: MetricDataFilterByAgent, MetricDataFilterByAgentHierarchyLevelX, MetricDataFilterByQueue, MetricDataFilterByRoutingProfile

OLDEST_CONTACT_AGE

For more information about the OLDEST_CONTACT_AGE metric, see GetCurrentMetricData and Oldest.

Rule: OLDEST_CONTACT_AGE metric value, filtered by listed queues and channels ≥ 900 (15 minutes), then perform a RuleAction. 

{
    Operator: "NumberGreaterOrEqualTo", // also supports "NumberLessOrEqualTo"
    ComparisonValue: "$.MetricData.OLDEST_CONTACT_AGE",
    Operands: [900],
    FilterClause: {
      LogicOperator: "AND", // Always "AND"
      Filters: [
        {
          Type: "MetricDataFilterByQueue",
          Data: ["c04377e2-db01-4182-bc02-4285a66279e7", "1e5a6965-7b64-420d-88a8-a83d2a15081d"],
        },
        {
          Type: "MetricDataFilterByChannel",
          Data: ["CHAT"],
        },
      ],
    },
    Negate: false, // Fixed value
}

Supported End Dimensions (MetricDataGrouping): QUEUE

Required filters: MetricDataFilterByQueue, MetricDataFilterByRoutingProfile

Supported optional filters: MetricDataFilterByChannel

AGENTS_AVAILABLE

For more information about the AGENTS_AVAILABLE metric, see GetCurrentMetricData and Available.

Rule: AGENTS_AVAILABLE metric value, filtered by listed queues and channels ≤ 5, then perform a RuleAction.

{
    Operator: "NumberLessOrEqualTo", // also supports "NumberGreaterOrEqualTo"
    ComparisonValue: "$.MetricData.AGENTS_AVAILABLE",
    Operands: [5],
    FilterClause: {
      LogicOperator: "AND", // Always "AND"
      Filters: [
        {
          Type: "MetricDataFilterByQueue",
          Data: ["c04377e2-db01-4182-bc02-4285a66279e7", "1e5a6965-7b64-420d-88a8-a83d2a15081d"],
        },
        {
          Type: "MetricDataFilterByChannel",
          Data: ["CHAT"],
        },
      ],
    },
    Negate: false, // fixed value
  },

Supported End Dimensions (MetricDataGrouping): QUEUE, ROUTING_PROFILE

Supported End Dimension filters: MetricDataFilterByQueue, MetricDataFilterByRoutingProfile

Supported optional filters: MetricDataFilterByChannel

CONTACTS_IN_QUEUE

For more information about the CONTACTS_IN_QUEUE metric, see GetCurrentMetricData and In queue.

Rule: CONTACTS_IN_QUEUE metric value, filtered by listed queues and channels ≥ 100, then perform a RuleAction.

{
    Operator: "NumberGreaterOrEqualTo", // also supports "NumberLessOrEqualTo"
    ComparisonValue: "$.MetricData.CONTACTS_IN_QUEUE",
    Operands: [100],
    FilterClause: {
      LogicOperator: "AND", // Always "AND"
      Filters: [
        {
          Type: "MetricDataFilterByQueue",
          Data: ["c04377e2-db01-4182-bc02-4285a66279e7", "1e5a6965-7b64-420d-88a8-a83d2a15081d"],
        },
        {
          Type: "MetricDataFilterByChannel",
          Data: ["CHAT"],
        },
      ],
    },
    Negate: false, // fixed value
},

Supported End Dimensions (MetricDataGrouping): QUEUE

Supported End Dimension filters: MetricDataFilterByQueue, MetricDataFilterByRoutingProfile

Supported optional filters: MetricDataFilterByChannel

AVG_QUEUE_ANSWER_TIME

For more information about the AVG_QUEUE_ANSWER_TIME metric, see GetCurrentMetricData and Avg queue answer time.

Rule: AVG_QUEUE_ANSWER_TIME metric value, over the given duration of 28800 seconds (8 hours), filtered by listed queues and channels ≥ 900 (15 minutes), then perform a RuleAction.

{
    Operator: "NumberGreaterOrEqualTo", // also supports "NumberLessOrEqualTo"
    ComparisonValue: "$.MetricData.AVG_QUEUE_ANSWER_TIME",
    Operands: [900],
    FilterClause: {
      LogicOperator: "AND", // Always "AND"
      Filters: [
        {
          Type: "MetricDataFilterByQueue",
          Data: ["c04377e2-db01-4182-bc02-4285a66279e7", "1e5a6965-7b64-420d-88a8-a83d2a15081d"],
        },
        {
          Type: "MetricDataFilterByChannel",
          Data: ["CHAT"],
        },
        {
          Type: "MetricDataDurationSeconds",
          Data: { Past: 28800 },
        },
      ],
    },
    Negate: false, // fixed value
  }

Supported End Dimensions (MetricDataGrouping): QUEUE

Required Filters: MetricDataDurationSeconds

Supported End Dimension filters: MetricDataFilterByQueue, MetricDataFilterByRoutingProfile

Supported optional filters: MetricDataFilterByChannel

AVG_INTERACTION_TIME

For more information about the AVG_INTERACTION_TIME metric, see GetMetricDataV2.

Rule: AVG_INTERACTION_TIME metric value, over the given duration of 28800 seconds (8 hours), filtered by listed queues and channels ≥ 1800 (30 minutes), then perform a RuleAction.

{
    Operator: "NumberGreaterOrEqualTo", // also supports "NumberLessOrEqualTo"
    ComparisonValue: "$.MetricData.AVG_INTERACTION_TIME",
    Operands: [1800],
    FilterClause: {
      LogicOperator: "AND", // Always "AND"
      Filters: [
        {
          Type: "MetricDataFilterByQueue",
          Data: ["c04377e2-db01-4182-bc02-4285a66279e7", "1e5a6965-7b64-420d-88a8-a83d2a15081d"],
        },
        {
          Type: "MetricDataFilterByChannel",
          Data: ["CHAT"],
        },
        {
          Type: "MetricDataDurationSeconds",
          Data: { Past: 28800 }, // 8 hours
        },
      ],
    },
    Negate: false, // fixed value
  },

Supported End Dimensions (MetricDataGrouping): QUEUE

Required Filters: MetricDataDurationSeconds

Supported End Dimension filters: MetricDataFilterByQueue, MetricDataFilterByRoutingProfile

Supported optional filters: MetricDataFilterByChannel

AVG_HOLD_TIME

For more information about the AVG_HOLD_TIME metric, see GetMetricDataV2.

Rule: AVG_HOLD_TIME metric value, over the given duration of 28800 seconds (8 hours), filtered by listed queues and channels ≥ 1800 (30 minutes), then perform a RuleAction.

{
    Operator: "NumberGreaterOrEqualTo", // also supports "NumberLessOrEqualTo"
    ComparisonValue: "$.MetricData.AVG_HOLD_TIME",
    Operands: [1800],
    FilterClause: {
      LogicOperator: "AND", // Always "AND"
      Filters: [
        {
          Type: "MetricDataFilterByQueue",
          Data: ["c04377e2-db01-4182-bc02-4285a66279e7", "1e5a6965-7b64-420d-88a8-a83d2a15081d"],
        },
        {
          Type:"MetricDataFilterByChannel",
          Data: ["CHAT"],
        },
        {
          Type: "MetricDataDurationSeconds",
          Data: { Past: 28800 },
        },
      ],
    },
    Negate: false, // fixed value
  },

Supported End Dimensions (MetricDataGrouping): QUEUE

Required Filters: MetricDataDurationSeconds

Supported End Dimension filters: MetricDataFilterByQueue, MetricDataFilterByRoutingProfile

Supported optional filters: MetricDataFilterByChannel

AVG_HANDLE_TIME

For more information about the AVG_HANDLE_TIME metric, see GetMetricDataV2.

Rule: AVG_HANDLE_TIME metric value, over the given duration of 28800 seconds (8 hours), filtered by listed queues and channels ≥ 1800 (30 minutes), then perform a RuleAction.

{
    Operator: "NumberGreaterOrEqualTo", // also supports "NumberLessOrEqualTo"
    ComparisonValue: "$.MetricData.AVG_HANDLE_TIME",
    Operands: [1800],
    FilterClause: {
      LogicOperator: "AND", // Always "AND"
      Filters: [
        {
          Type: "MetricDataFilterByQueue",
          Data: ["c04377e2-db01-4182-bc02-4285a66279e7", "1e5a6965-7b64-420d-88a8-a83d2a15081d"],
        },
        {
          Type: "MetricDataFilterByChannel",
          Data: ["CHAT"],
        },
        {
          Type: "MetricDataDurationSeconds",
          Data: { Past: 28800 },
        },
      ],
    },
    Negate: false, // fixed value
  },

Supported End Dimensions (MetricDataGrouping): QUEUE, AGENT

Required Filters: MetricDataDurationSeconds

Supported End Dimension filters: For QUEUE end dimension, MetricDataFilterByQueue and MetricDataFilterByRoutingProfile are supported. For AGENT end dimensions, MetricDataFilterByQueue, MetricDataFilterByRoutingProfile, MetricDataFilterByAgent, and MetricDataFilterByAgentLevelX are supported

Supported optional filters: MetricDataFilterByChannel

AGENT_OCCUPANCY

For more information about the AGENT_OCCUPANCY metric, see GetMetricDataV2.

Rule: AGENT_OCCUPANCY metric value, over the given duration of 28800 seconds (8 hours), filtered by listed queues and channels ≥ 80%, then perform a RuleAction.

{
    Operator: "NumberGreaterOrEqualTo", // also supports "NumberLessOrEqualTo"
    ComparisonValue: "$.MetricData.AGENT_OCCUPANCY",
    Operands: [80],
    FilterClause: {
      LogicOperator: "AND", // Always "AND"
      Filters: [
        {
          Type: "MetricDataFilterByAgent",
          Data: ["c04377e2-db01-4182-bc02-4285a66279e7", "1e5a6965-7b64-420d-88a8-a83d2a15081d"],
        },
        {
          Type: "MetricDataDurationSeconds",
          Data: { Past: 300 },
        },
      ],
    },
    Negate: false, // fixed value
  },

Supported End Dimensions (MetricDataGrouping): AGENT

Required Filters: MetricDataDurationSeconds

Supported End Dimension filters: MetricDataFilterByAgent, MetricDataFilterByAgentLevelX, MetricDataFilterByRoutingProfile

SERVICE_LEVEL

For more information about the SERVICE_LEVEL metric, see GetMetricDataV2.

Rule: SERVICE_LEVEL metric value, over the given duration of 600 (10 minutes) metric value, over the given duration of 28800 seconds (8 hours), filtered by listed queues and channels ≤ 50%, then perform a RuleAction.

{
    Operator: "NumberLessOrEqualTo", // also supports "NumberGreaterOrEqualTo"
    ComparisonValue: "$.MetricData.SERVICE_LEVEL",
    Operands: [50],
    FilterClause: {
      LogicOperator: "AND", // Always "AND"
      Filters: [
        {
          Type: "MetricDataFilterByQueue",
          Data: ["c04377e2-db01-4182-bc02-4285a66279e7", "1e5a6965-7b64-420d-88a8-a83d2a15081d"],
        },
        {
          Type: "MetricDataFilterByChannel",
          Data: ["CHAT"],
        },
        {
          Type: "MetricDataDurationSeconds",
          Data: { Past: 28800 },
        },
        {
          Type: "MetricDataThresholdSeconds",
          Data: { Comparison: MetricThresholdComparison.LT, ThresholdValue: 600},
        },
      ],
    },
    Negate: false, // fixed value
  },

Supported End Dimensions (MetricDataGrouping): QUEUE

Required filters: MetricDataDurationSeconds, MetricDataThresholdSeconds

Supported End Dimension filters: MetricDataFilterByQueue, MetricDataFilterByRoutingProfile

Supported optional filters: MetricDataFilterByChannel

FLOWS_STARTED

For more information about the FLOWS_STARTED metric, see GetMetricDataV2.

Rule : FLOWS_STARTED metric value, over the given duration of 300 seconds (5 minutes), filtered by listed flows and channels 10, then perform a RuleAction. 

{
    Operator: "NumberGreaterOrEqualTo", // also supports "NumberLessOrEqualTo"
    ComparisonValue: "$.MetricData.FLOWS_STARTED",
    Operands: [10],
    FilterClause: {
      LogicOperator: "AND", // Always "AND"
      Filters: [
        {
          Type: "MetricDataFilterByFlow",
          Data: ["c04377e2-db01-4182-bc02-4285a66279e7", "1e5a6965-7b64-420d-88a8-a83d2a15081d"],
        },
        {
          Type: "MetricDataDurationSeconds",
          Data: { Past: 300 }
        },
        {
          Type: "MetricDataFilterByChannel",
          Data: ["CHAT"],
        },
      ],
    },
    Negate: false, // Fixed value
}

Supported End Dimensions (MetricDataGrouping): FLOW

Required Filters: MetricDataDurationSeconds

Supported End Dimension filters: MetricDataFilterByFlow, MetricDataFilterByFlowModule

Supported optional filters: MetricDataFilterByChannel

AVG_FLOW_TIME

For more information about the AVG_FLOW_TIME metric, see GetMetricDataV2.

Rule : AVG_FLOW_TIME metric value, over the given duration of 300 seconds (5 minutes), filtered by listed flows, flow outcomes and channels >= 600 (10 minutes), then perform a RuleAction.


{
    Operator: "NumberGreaterOrEqualTo", // also supports "NumberLessOrEqualTo"
    ComparisonValue: "$.MetricData.AVG_FLOW_TIME",
    Operands: [600],
    FilterClause: {
      LogicOperator: "AND", // Always "AND"
      Filters: [
        {
          Type: "MetricDataFilterByFlow",
          Data: ["5f873afb-f359-4c54-b626-ecad1bd3f774"],
        },
        {
          Type: "MetricDataFilterByFlowOutcomeType",
          Data: ["DROPPED", "TRANSFERRED_TO_QUEUE"],
        },
        {
          Type: "MetricDataDurationSeconds",
          Data: {
            "Past": 300
          },
        },
        {
          Type: "MetricDataFilterByChannel",
          Data: ["CHAT"],
        },
      ],
    },
    Negate: false, // Fixed value
}

Supported End Dimensions (MetricDataGrouping): FLOW

Required Filters: MetricDataDurationSeconds

Supported End Dimension filters: MetricDataFilterByFlow, MetricDataFilterByFlowModule, MetricDataFilterByFlowOutcomeType

Supported optional filters: MetricDataFilterByChannel

MAX_FLOW_TIME

For more information about the MAX_FLOW_TIME metric, see GetMetricDataV2.

Rule : MAX_FLOW_TIME metric value, over the given duration of 300 seconds (5 minutes), filtered by listed flows, flow outcomes and channels >= 600 (10 minutes), then perform a RuleAction.

{
    Operator: "NumberGreaterOrEqualTo", // also supports "NumberLessOrEqualTo"
    ComparisonValue: "$.MetricData.MAX_FLOW_TIME",
    Operands: [600],
    FilterClause: {
      LogicOperator: "AND", // Always "AND"
      Filters: [
        {
          Type: "MetricDataFilterByFlow",
          Data: ["5f873afb-f359-4c54-b626-ecad1bd3f774"],
        },
        {
          Type: "MetricDataFilterByFlowOutcomeType",
          Data: ["DROPPED", "TRANSFERRED_TO_QUEUE"],
        },
        {
          Type: "MetricDataDurationSeconds",
          Data: {
            "Past": 300
          },
        },
        {
          Type: "MetricDataFilterByChannel",
          Data: ["CHAT"],
        },
      ],
    },
    Negate: false, // Fixed value
}

Supported End Dimensions (MetricDataGrouping): FLOW

Required Filters: MetricDataDurationSeconds

Supported End Dimension filters: MetricDataFilterByFlow, MetricDataFilterByFlowModule, MetricDataFilterByFlowOutcomeType

Supported optional filters: MetricDataFilterByChannel

MIN_FLOW_TIME

For more information about the MIN_FLOW_TIME metric, see GetMetricDataV2.

Rule : MIN_FLOW_TIME metric value, over the given duration of 300 seconds (5 minutes), filtered by listed flows, flow outcomes and channels >= 600 (10 minutes), then perform a RuleAction.

{
    Operator: "NumberGreaterOrEqualTo", // also supports "NumberLessOrEqualTo"
    ComparisonValue: "$.MetricData.MIN_FLOW_TIME",
    Operands: [600],
    FilterClause: {
      LogicOperator: "AND", // Always "AND"
      Filters: [
        {
          Type: "MetricDataFilterByFlow",
          Data: ["5f873afb-f359-4c54-b626-ecad1bd3f774"],
        },
        {
          Type: "MetricDataFilterByFlowOutcomeType",
          Data: ["DROPPED", "TRANSFERRED_TO_QUEUE"],
        },
        {
          Type: "MetricDataDurationSeconds",
          Data: {
            "Past": 300
          },
        },
        {
          Type: "MetricDataFilterByChannel",
          Data: ["CHAT"],
        },
      ],
    },
    Negate: false, // Fixed value
}

Supported End Dimensions (MetricDataGrouping): FLOW

Required Filters: MetricDataDurationSeconds

Supported End Dimension filters: MetricDataFilterByFlow, MetricDataFilterByFlowModule MetricDataFilterByFlowOutcomeType

Supported optional filters: MetricDataFilterByChannel

FLOWS_OUTCOME

For more information about the FLOWS_OUTCOME metric, see GetMetricDataV2.

Rule : FLOWS_OUTCOME metric value, over the given duration of 300 seconds (5 minutes), filtered by listed flows, flow outcomes and channels >= 10, then perform a RuleAction.


{
    Operator: "NumberGreaterOrEqualTo", // also supports "NumberLessOrEqualTo"
    ComparisonValue: "$.MetricData.FLOWS_OUTCOME",
    Operands: [10],
    FilterClause: {
      LogicOperator: "AND", // Always "AND"
      Filters: [
        {
          Type: "MetricDataFilterByFlow",
          Data: ["5f873afb-f359-4c54-b626-ecad1bd3f774"],
        },
        {
          Type: "MetricDataFilterByFlowOutcomeType",
          Data: ["DROPPED", "TRANSFERRED_TO_QUEUE"],
        },
        {
          Type: "MetricDataDurationSeconds",
          Data: {
            "Past": 300
          },
        },
        {
          Type: "MetricDataFilterByChannel",
          Data: ["CHAT"],
        },
      ],
    },
    Negate: false, // Fixed value
}

Supported End Dimensions (MetricDataGrouping): FLOW

Required Filters: MetricDataDurationSeconds

Supported End Dimension filters: MetricDataFilterByFlow, MetricDataFilterByFlowModule, MetricDataFilterByFlowOutcomeType

Supported optional filters: MetricDataFilterByChannel

PERCENT_FLOWS_OUTCOME

For more information about the PERCENT_FLOWS_OUTCOME metric, see GetMetricDataV2.

Rule : PERCENT_FLOWS_OUTCOME metric value, over the given duration of 300 seconds (5 minutes), filtered by listed flows, flow outcomes and channels >= 50%, then perform a RuleAction.

{
    Operator: "NumberGreaterOrEqualTo", // also supports "NumberLessOrEqualTo"
    ComparisonValue: "$.MetricData.PERCENT_FLOWS_OUTCOME",
    Operands: [50],
    FilterClause: {
      LogicOperator: "AND", // Always "AND"
      Filters: [
        {
          Type: "MetricDataFilterByFlow",
          Data: ["5f873afb-f359-4c54-b626-ecad1bd3f774"],
        },
        {
          Type: "MetricDataFilterByFlowOutcomeType",
          Data: ["DROPPED", "TRANSFERRED_TO_QUEUE"],
        },
        {
          Type: "MetricDataDurationSeconds",
          Data: {
            "Past": 300
          },
        },
        {
          Type: "MetricDataFilterByChannel",
          Data: ["CHAT"],
        },
      ],
    },
    Negate: false, // Fixed value
}

Supported End Dimensions (MetricDataGrouping): FLOW

Required Filters: MetricDataDurationSeconds

Supported End Dimension filters: MetricDataFilterByFlow, MetricDataFilterByFlowModule, MetricDataFilterByFlowOutcomeType

Supported optional filters: MetricDataFilterByChannel

Full examples

Example 1

A rule with AGENTS_AVAILABLE, OLDEST_CONTACT_AGE, CONTACTS_IN_QUEUE in MetricGroup 1 and AVG_QUEUE_ANSWER_TIME, AVG_HOLD_TIME, AVG_INTERACTION_TIME, AVG_HANDLE_TIME, and SERVICE_LEVEL in Metric Group 2, both of which have End Dimension = QUEUE.

{
    "Operator": "OR",
    "Operands": [{
        "Operator": "AND",
        "Operands": [{
            "Operator": "NumberGreaterOrEqualTo",
            "ComparisonValue": "$.MetricData.AGENTS_AVAILABLE",
            "Operands": [0],
            "FilterClause": {
                "LogicOperator": "AND",
                "Filters": [{
                    "Type": "MetricDataFilterByQueue",
                    "Data": ["e7a11ddd-041d-449a-ab1e-6a493cb83626", "26b9c7f4-ed5c-4cd1-b751-2cbfb4c54ea2"]
                }, {
                    "Type": "MetricDataFilterByChannel",
                    "Data": ["VOICE"]
                }]
            },
            "Negate": false
        }, {
            "Operator": "NumberGreaterOrEqualTo",
            "ComparisonValue": "$.MetricData.CONTACTS_IN_QUEUE",
            "Operands": [0],
            "FilterClause": {
                "LogicOperator": "AND",
                "Filters": [{
                    "Type": "MetricDataFilterByQueue",
                    "Data": ["e7a11ddd-041d-449a-ab1e-6a493cb83626", "26b9c7f4-ed5c-4cd1-b751-2cbfb4c54ea2"]
                }, {
                    "Type": "MetricDataFilterByChannel",
                    "Data": ["VOICE"]
                }]
            },
            "Negate": false
        }, {
            "Operator": "NumberGreaterOrEqualTo",
            "ComparisonValue": "$.MetricData.OLDEST_CONTACT_AGE",
            "Operands": [0],
            "FilterClause": {
                "LogicOperator": "AND",
                "Filters": [{
                    "Type": "MetricDataFilterByQueue",
                    "Data": ["e7a11ddd-041d-449a-ab1e-6a493cb83626", "26b9c7f4-ed5c-4cd1-b751-2cbfb4c54ea2"]
                }, {
                    "Type": "MetricDataFilterByChannel",
                    "Data": ["VOICE"]
                }]
            },
            "Negate": false
        }]
    }, {
        "Operator": "OR",
        "Operands": [{
            "Operator": "NumberGreaterOrEqualTo",
            "ComparisonValue": "$.MetricData.AVG_HANDLE_TIME",
            "Operands": [0],
            "FilterClause": {
                "LogicOperator": "AND",
                "Filters": [{
                    "Type": "MetricDataFilterByQueue",
                    "Data": ["e7a11ddd-041d-449a-ab1e-6a493cb83626", "26b9c7f4-ed5c-4cd1-b751-2cbfb4c54ea2"]
                }, {
                    "Type": "MetricDataDurationSeconds",
                    "Data": {
                        "Past": 300
                    }
                }, {
                    "Type": "MetricDataFilterByChannel",
                    "Data": ["VOICE"]
                }]
            },
            "Negate": false
        }, {
            "Operator": "NumberGreaterOrEqualTo",
            "ComparisonValue": "$.MetricData.AVG_QUEUE_ANSWER_TIME",
            "Operands": [0],
            "FilterClause": {
                "LogicOperator": "AND",
                "Filters": [{
                    "Type": "MetricDataFilterByQueue",
                    "Data": ["e7a11ddd-041d-449a-ab1e-6a493cb83626", "26b9c7f4-ed5c-4cd1-b751-2cbfb4c54ea2"]
                }, {
                    "Type": "MetricDataDurationSeconds",
                    "Data": {
                        "Past": 300
                    }
                }, {
                    "Type": "MetricDataFilterByChannel",
                    "Data": ["VOICE"]
                }]
            },
            "Negate": false
        }, {
            "Operator": "NumberGreaterOrEqualTo",
            "ComparisonValue": "$.MetricData.AVG_INTERACTION_TIME",
            "Operands": [0],
            "FilterClause": {
                "LogicOperator": "AND",
                "Filters": [{
                    "Type": "MetricDataFilterByQueue",
                    "Data": ["e7a11ddd-041d-449a-ab1e-6a493cb83626", "26b9c7f4-ed5c-4cd1-b751-2cbfb4c54ea2"]
                }, {
                    "Type": "MetricDataDurationSeconds",
                    "Data": {
                        "Past": 300
                    }
                }, {
                    "Type": "MetricDataFilterByChannel",
                    "Data": ["VOICE"]
                }]
            },
            "Negate": false
        }, {
            "Operator": "NumberGreaterOrEqualTo",
            "ComparisonValue": "$.MetricData.AVG_HOLD_TIME",
            "Operands": [0],
            "FilterClause": {
                "LogicOperator": "AND",
                "Filters": [{
                    "Type": "MetricDataFilterByQueue",
                    "Data": ["e7a11ddd-041d-449a-ab1e-6a493cb83626", "26b9c7f4-ed5c-4cd1-b751-2cbfb4c54ea2"]
                }, {
                    "Type": "MetricDataDurationSeconds",
                    "Data": {
                        "Past": 300
                    }
                }, {
                    "Type": "MetricDataFilterByChannel",
                    "Data": ["VOICE"]
                }]
            },
            "Negate": false
        }, {
            "Operator": "NumberGreaterOrEqualTo",
            "ComparisonValue": "$.MetricData.SERVICE_LEVEL",
            "Operands": [0],
            "FilterClause": {
                "LogicOperator": "AND",
                "Filters": [{
                    "Type": "MetricDataFilterByQueue",
                    "Data": ["e7a11ddd-041d-449a-ab1e-6a493cb83626", "26b9c7f4-ed5c-4cd1-b751-2cbfb4c54ea2"]
                }, {
                    "Type": "MetricDataDurationSeconds",
                    "Data": {
                        "Past": 300
                    }
                }, {
                    "Type": "MetricDataThresholdSeconds",
                    "Data": {
                        "Comparison": "LT",
                        "ThresholdValue": 60
                    }
                }, {
                    "Type": "MetricDataFilterByChannel",
                    "Data": ["VOICE"]
                }]
            },
            "Negate": false
        }]
    }],
    "FilterClause": {
        "LogicOperator": "AND",
        "Filters": [{
            "Type": "MetricDataGrouping",
            "Data": ["QUEUE"]
        }]
    }
}

Example 2

A rule with AGENT_OCCUPANCY in MetricGroup 1 and AGENT_ACTIVITY and MetricGroup 2, with End Dimension = AGENT.

{
    "Operator": "OR",
    "Operands": [{
        "Operator": "AND",
        "Operands": [{
            "Operator": "NumberGreaterOrEqualTo",
            "ComparisonValue": "$.MetricData.AGENT_OCCUPANCY",
            "Operands": [0],
            "FilterClause": {
                "LogicOperator": "AND",
                "Filters": [{
                    "Type": "MetricDataFilterByAgent",
                    "Data": ["e7a11ddd-041d-449a-ab1e-6a493cb83626", "26b9c7f4-ed5c-4cd1-b751-2cbfb4c54ea2"]
                }, {
                    "Type": "MetricDataDurationSeconds",
                    "Data": {
                        "Past": 100
                    }
                }]
            },
            "Negate": false
        }]
    }, {
        "Operator": "AND",
        "Operands": [{
            "Operator": "EQUALS",
            "ComparisonValue": "$.MetricData.AGENT_ACTIVITY",
            "Operands": ["ee8c71b9-49c2-4d00-ab6d-244f2d9a5c58"],
            "FilterClause": {
                "LogicOperator": "AND",
                "Filters": [{
                    "Type": "MetricDataFilterByAgentHierarchyLevelOne",
                    "Data": ["b99ba702-b84b-4279-abad-5ceda9ff2640"]
                }, {
                    "Type": "MetricDataDurationSeconds",
                    "Data": {
                        "Past":600
                    }
                }]
            },
            "Negate": false
        }]
    }],
    "FilterClause": {
        "LogicOperator": "AND",
        "Filters": [{
            "Type": "MetricDataGrouping",
            "Data": ["AGENT"]
        }]
    }
}

Example 3

A rule with FLOWS_STARTED, AVG_FLOW_TIME, MAX_FLOW_TIME in MetricGroup 1 and FLOWS_OUTCOME, PERCENT_FLOWS_OUTCOME and MIN_FLOW_TIME in Metric Group 2, both of which have End Dimension = FLOW.

{
  "Operator": "OR",
  "Operands": [
    {
      "Operator": "AND",
      "Operands": [
        {
          "Operator": "NumberGreaterOrEqualTo",
          "ComparisonValue": "$.MetricData.FLOWS_STARTED",
          "Operands": [
            10
          ],
          "FilterClause": {
            "LogicOperator": "AND",
            "Filters": [
              {
                "Type": "MetricDataFilterByFlow",
                "Data": [
                  "z2a11ddd-041d-449a-ab1e-6a493cb83621",
                  "y1b9c7f4-ed5c-4cd1-b751-2cbfb4c54ea3"
                ]
              },
              {
                "Type": "MetricDataFilterByChannel",
                "Data": [
                  "VOICE"
                ]
              },
              {
                "Type": "MetricDataDurationSeconds",
                "Data": {
                  "Past": 300
                }
              }
            ]
          },
          "Negate": false
        },
        {
          "Operator": "NumberGreaterOrEqualTo",
          "ComparisonValue": "$.MetricData.AVG_FLOW_TIME",
          "Operands": [
            600
          ],
          "FilterClause": {
            "LogicOperator": "AND",
            "Filters": [
              {
                "Type": "MetricDataFilterByFlow",
                "Data": [
                  "z2a11ddd-041d-449a-ab1e-6a493cb83621",
                  "y1b9c7f4-ed5c-4cd1-b751-2cbfb4c54ea3"
                ]
              },
              {
                "Type": "MetricDataFilterByFlowOutcomeType",
                "Data": [
                  "DROPPED",
                  "TRANSFERRED_TO_QUEUE"
                ]
              },
              {
                "Type": "MetricDataFilterByChannel",
                "Data": [
                  "VOICE"
                ]
              },
              {
                "Type": "MetricDataDurationSeconds",
                "Data": {
                  "Past": 300
                }
              }
            ]
          },
          "Negate": false
        },
        {
          "Operator": "NumberGreaterOrEqualTo",
          "ComparisonValue": "$.MetricData.MAX_FLOW_TIME",
          "Operands": [
            600
          ],
          "FilterClause": {
            "LogicOperator": "AND",
            "Filters": [
              {
                "Type": "MetricDataFilterByFlow",
                "Data": [
                  "z2a11ddd-041d-449a-ab1e-6a493cb83621",
                  "y1b9c7f4-ed5c-4cd1-b751-2cbfb4c54ea3"
                ]
              },
              {
                "Type": "MetricDataFilterByFlowOutcomeType",
                "Data": [
                  "DROPPED",
                  "TRANSFERRED_TO_QUEUE"
                ]
              },
              {
                "Type": "MetricDataFilterByChannel",
                "Data": [
                  "VOICE"
                ]
              },
              {
                "Type": "MetricDataDurationSeconds",
                "Data": {
                  "Past": 300
                }
              }
            ]
          },
          "Negate": false
        }
      ]
    },
    {
      "Operator": "OR",
      "Operands": [
        {
          "Operator": "NumberGreaterOrEqualTo",
          "ComparisonValue": "$.MetricData.FLOWS_OUTCOME",
          "Operands": [
            10
          ],
          "FilterClause": {
            "LogicOperator": "AND",
            "Filters": [
              {
                "Type": "MetricDataFilterByFlow",
                "Data": [
                  "z2a11ddd-041d-449a-ab1e-6a493cb83621",
                  "y1b9c7f4-ed5c-4cd1-b751-2cbfb4c54ea3"
                ]
              },
              {
                "Type": "MetricDataFilterByFlowOutcomeType",
                "Data": [
                  "DROPPED",
                  "TRANSFERRED_TO_QUEUE"
                ]
              },
              {
                "Type": "MetricDataFilterByChannel",
                "Data": [
                  "VOICE"
                ]
              },
              {
                "Type": "MetricDataDurationSeconds",
                "Data": {
                  "Past": 300
                }
              }
            ]
          },
          "Negate": false
        },
        {
          "Operator": "NumberGreaterOrEqualTo",
          "ComparisonValue": "$.MetricData.PERCENT_FLOWS_OUTCOME",
          "Operands": [
            50
          ],
          "FilterClause": {
            "LogicOperator": "AND",
            "Filters": [
              {
                "Type": "MetricDataFilterByFlow",
                "Data": [
                  "z2a11ddd-041d-449a-ab1e-6a493cb83621",
                  "y1b9c7f4-ed5c-4cd1-b751-2cbfb4c54ea3"
                ]
              },
              {
                "Type": "MetricDataFilterByFlowOutcomeType",
                "Data": [
                  "DROPPED",
                  "TRANSFERRED_TO_QUEUE"
                ]
              },
              {
                "Type": "MetricDataFilterByChannel",
                "Data": [
                  "VOICE"
                ]
              },
              {
                "Type": "MetricDataDurationSeconds",
                "Data": {
                  "Past": 300
                }
              }
            ]
          },
          "Negate": false
        },
        {
          "Operator": "NumberGreaterOrEqualTo",
          "ComparisonValue": "$.MetricData.MIN_FLOW_TIME",
          "Operands": [
            600
          ],
          "FilterClause": {
            "LogicOperator": "AND",
            "Filters": [
              {
                "Type": "MetricDataFilterByFlow",
                "Data": [
                  "z2a11ddd-041d-449a-ab1e-6a493cb83621",
                  "y1b9c7f4-ed5c-4cd1-b751-2cbfb4c54ea3"
                ]
              },
              {
                "Type": "MetricDataFilterByFlowOutcomeType",
                "Data": [
                  "DROPPED",
                  "TRANSFERRED_TO_QUEUE"
                ]
              },
              {
                "Type": "MetricDataFilterByChannel",
                "Data": [
                  "VOICE"
                ]
              },
              {
                "Type": "MetricDataDurationSeconds",
                "Data": {
                  "Past": 300
                }
              }
            ]
          },
          "Negate": false
        }
      ]
    }
  ],
  "FilterClause": {
    "LogicOperator": "AND",
    "Filters": [
      {
        "Type": "MetricDataGrouping",
        "Data": [
          "FLOW"
        ]
      }
    ]
  }
}