diff --git a/AWSConnect/AWSConnectModel.h b/AWSConnect/AWSConnectModel.h
index 9422c2cf9f8..7a8a04bde51 100644
--- a/AWSConnect/AWSConnectModel.h
+++ b/AWSConnect/AWSConnectModel.h
@@ -1076,6 +1076,7 @@ typedef NS_ENUM(NSInteger, AWSConnectVoiceRecordingTrack) {
 @class AWSConnectAgentStatus;
 @class AWSConnectAgentStatusReference;
 @class AWSConnectAgentStatusSummary;
+@class AWSConnectAgentsCriteria;
 @class AWSConnectAllowedCapabilities;
 @class AWSConnectAnalyticsDataAssociationResult;
 @class AWSConnectAnswerMachineDetectionConfig;
@@ -1499,6 +1500,7 @@ typedef NS_ENUM(NSInteger, AWSConnectVoiceRecordingTrack) {
 @class AWSConnectListViewVersionsResponse;
 @class AWSConnectListViewsRequest;
 @class AWSConnectListViewsResponse;
+@class AWSConnectMatchCriteria;
 @class AWSConnectMediaConcurrency;
 @class AWSConnectMediaPlacement;
 @class AWSConnectMeeting;
@@ -2122,6 +2124,19 @@ typedef NS_ENUM(NSInteger, AWSConnectVoiceRecordingTrack) {
 
 @end
 
+/**
+ <p>Can be used to define a list of preferred agents to target the contact within the queue. Note that agents must have the queue in their routing profile in order to be offered the contact.</p>
+ */
+@interface AWSConnectAgentsCriteria : AWSModel
+
+
+/**
+ <p>An object to specify a list of agents, by Agent ID.</p>
+ */
+@property (nonatomic, strong) NSArray<NSString *> * _Nullable agentIds;
+
+@end
+
 /**
  <p>Information about the capabilities enabled for participants of the contact.</p>
  */
@@ -2767,6 +2782,11 @@ typedef NS_ENUM(NSInteger, AWSConnectVoiceRecordingTrack) {
  */
 @property (nonatomic, strong) NSString * _Nullable comparisonOperator;
 
+/**
+ <p>An object to define <code>AgentsCriteria</code>.</p>
+ */
+@property (nonatomic, strong) AWSConnectMatchCriteria * _Nullable matchCriteria;
+
 /**
  <p>The name of predefined attribute.</p>
  */
@@ -8204,7 +8224,7 @@ typedef NS_ENUM(NSInteger, AWSConnectVoiceRecordingTrack) {
 @property (nonatomic, strong) NSNumber * _Nullable booleanValue;
 
 /**
- <p>a Double number value type.</p>
+ <p>A Double number value type.</p>
  */
 @property (nonatomic, strong) NSNumber * _Nullable doubleValue;
 
@@ -8720,7 +8740,7 @@ typedef NS_ENUM(NSInteger, AWSConnectVoiceRecordingTrack) {
 @property (nonatomic, strong) NSNumber * _Nullable maxResults;
 
 /**
- <p>The metrics to retrieve. Specify the name, groupings, and filters for each metric. The following historical metrics are available. For a description of each metric, see <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html">Historical metrics definitions</a> in the <i>Amazon Connect Administrator Guide</i>.</p><dl><dt>ABANDONMENT_RATE</dt><dd><p>Unit: Percent</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#abandonment-rate-historical">Abandonment rate</a></p></dd><dt>AGENT_ADHERENT_TIME</dt><dd><p>This metric is available only in Amazon Web Services Regions where <a href="https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#optimization_region">Forecasting, capacity planning, and scheduling</a> is available.</p><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy </p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#adherent-time-historical">Adherent time</a></p></dd><dt>AGENT_ANSWER_RATE</dt><dd><p>Unit: Percent</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-answer-rate-historical">Agent answer rate</a></p></dd><dt>AGENT_NON_ADHERENT_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#non-adherent-time">Non-adherent time</a></p></dd><dt>AGENT_NON_RESPONSE</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy </p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-non-response">Agent non-response</a></p></dd><dt>AGENT_NON_RESPONSE_WITHOUT_CUSTOMER_ABANDONS</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p><p>Data for this metric is available starting from October 1, 2023 0:00:00 GMT.</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-nonresponse-no-abandon-historical">Agent non-response without customer abandons</a></p></dd><dt>AGENT_OCCUPANCY</dt><dd><p>Unit: Percentage</p><p>Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy </p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#occupancy-historical">Occupancy</a></p></dd><dt>AGENT_SCHEDULE_ADHERENCE</dt><dd><p>This metric is available only in Amazon Web Services Regions where <a href="https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#optimization_region">Forecasting, capacity planning, and scheduling</a> is available.</p><p>Unit: Percent</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#adherence-historical">Adherence</a></p></dd><dt>AGENT_SCHEDULED_TIME</dt><dd><p>This metric is available only in Amazon Web Services Regions where <a href="https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#optimization_region">Forecasting, capacity planning, and scheduling</a> is available.</p><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#scheduled-time-historical">Scheduled time</a></p></dd><dt>AVG_ABANDON_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-queue-abandon-time-historical">Average queue abandon time</a></p></dd><dt>AVG_ACTIVE_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-active-time-historical">Average active time</a></p></dd><dt>AVG_AFTER_CONTACT_WORK_TIME</dt><dd><p>Unit: Seconds</p><p>Valid metric filter key: <code>INITIATION_METHOD</code></p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-acw-time-historical">Average after contact work time</a></p><note><p>Feature is a valid filter but not a valid grouping.</p></note></dd><dt>AVG_AGENT_CONNECTING_TIME</dt><dd><p>Unit: Seconds</p><p>Valid metric filter key: <code>INITIATION_METHOD</code>. For now, this metric only supports the following as <code>INITIATION_METHOD</code>: <code>INBOUND</code> | <code>OUTBOUND</code> | <code>CALLBACK</code> | <code>API</code></p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#htm-avg-agent-api-connecting-time">Average agent API connecting time</a></p><note><p>The <code>Negate</code> key in Metric Level Filters is not applicable for this metric.</p></note></dd><dt>AVG_AGENT_PAUSE_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-pause-time-historical">Average agent pause time</a></p></dd><dt>AVG_CASE_RELATED_CONTACTS</dt><dd><p>Unit: Count</p><p>Required filter key: CASE_TEMPLATE_ARN</p><p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-contacts-case-historical">Average contacts per case</a></p></dd><dt>AVG_CASE_RESOLUTION_TIME</dt><dd><p>Unit: Seconds</p><p>Required filter key: CASE_TEMPLATE_ARN</p><p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-case-resolution-time-historical">Average case resolution time</a></p></dd><dt>AVG_CONTACT_DURATION</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-contact-duration-historical">Average contact duration</a></p><note><p>Feature is a valid filter but not a valid grouping.</p></note></dd><dt>AVG_CONVERSATION_DURATION</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-conversation-duration-historical">Average conversation duration</a></p></dd><dt>AVG_FLOW_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-flow-time-historical">Average flow time</a></p></dd><dt>AVG_GREETING_TIME_AGENT</dt><dd><p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-greeting-time-agent-historical">Average agent greeting time</a></p></dd><dt>AVG_HANDLE_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, RoutingStepExpression</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-handle-time-historical">Average handle time</a></p><note><p>Feature is a valid filter but not a valid grouping.</p></note></dd><dt>AVG_HOLD_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-customer-hold-time-historical">Average customer hold time</a></p><note><p>Feature is a valid filter but not a valid grouping.</p></note></dd><dt>AVG_HOLD_TIME_ALL_CONTACTS</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#avg-customer-hold-time-all-contacts-historical">Average customer hold time all contacts</a></p></dd><dt>AVG_HOLDS</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-holds-historical">Average holds</a></p><note><p>Feature is a valid filter but not a valid grouping.</p></note></dd><dt>AVG_INTERACTION_AND_HOLD_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-interaction-customer-hold-time-historical">Average agent interaction and customer hold time</a></p></dd><dt>AVG_INTERACTION_TIME</dt><dd><p>Unit: Seconds</p><p>Valid metric filter key: <code>INITIATION_METHOD</code></p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-interaction-time-historical">Average agent interaction time</a></p><note><p>Feature is a valid filter but not a valid grouping.</p></note></dd><dt>AVG_INTERRUPTIONS_AGENT</dt><dd><p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-interruptions-agent-historical">Average agent interruptions</a></p></dd><dt>AVG_INTERRUPTION_TIME_AGENT</dt><dd><p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-interruptions-time-agent-historical">Average agent interruption time</a></p></dd><dt>AVG_NON_TALK_TIME</dt><dd><p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html##average-non-talk-time-historical">Average non-talk time</a></p></dd><dt>AVG_QUEUE_ANSWER_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-queue-answer-time-historical">Average queue answer time</a></p><note><p>Feature is a valid filter but not a valid grouping.</p></note></dd><dt>AVG_RESOLUTION_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-resolution-time-historical">Average resolution time</a></p></dd><dt>AVG_TALK_TIME</dt><dd><p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-historical">Average talk time</a></p></dd><dt>AVG_TALK_TIME_AGENT</dt><dd><p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-agent-historical">Average agent talk time</a></p></dd><dt>AVG_TALK_TIME_CUSTOMER</dt><dd><p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-customer-historical">Average customer talk time</a></p></dd><dt>CASES_CREATED</dt><dd><p>Unit: Count</p><p>Required filter key: CASE_TEMPLATE_ARN</p><p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html##cases-created-historical">Cases created</a></p></dd><dt>CONTACTS_ABANDONED</dt><dd><p>Unit: Count</p><p>Metric filter: </p><ul><li><p>Valid values: <code>API</code>| <code>Incoming</code> | <code>Outbound</code> | <code>Transfer</code> | <code>Callback</code> | <code>Queue_Transfer</code>| <code>Disconnect</code></p></li></ul><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-abandoned-historical">Contact abandoned</a></p></dd><dt>CONTACTS_ABANDONED_IN_X</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for "Less than"). </p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-abandoned-x-historical">Contacts abandoned in X seconds</a></p></dd><dt>CONTACTS_ANSWERED_IN_X</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for "Less than"). </p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-answered-x-historical">Contacts answered in X seconds</a></p></dd><dt>CONTACTS_CREATED</dt><dd><p>Unit: Count</p><p>Valid metric filter key: <code>INITIATION_METHOD</code></p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-created-historical">Contacts created</a></p><note><p>Feature is a valid filter but not a valid grouping.</p></note></dd><dt>CONTACTS_HANDLED</dt><dd><p>Unit: Count</p><p>Valid metric filter key: <code>INITIATION_METHOD</code>, <code>DISCONNECT_REASON</code></p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#api-contacts-handled-historical">API contacts handled</a></p><note><p>Feature is a valid filter but not a valid grouping.</p></note></dd><dt>CONTACTS_HANDLED_BY_CONNECTED_TO_AGENT</dt><dd><p>Unit: Count</p><p>Valid metric filter key: <code>INITIATION_METHOD</code></p><p>Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-handled-by-connected-to-agent-historical">Contacts handled (connected to agent timestamp)</a></p></dd><dt>CONTACTS_HOLD_ABANDONS</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-handled-by-connected-to-agent-historical">Contacts hold disconnect</a></p></dd><dt>CONTACTS_ON_HOLD_AGENT_DISCONNECT</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-agent-disconnect-historical">Contacts hold agent disconnect</a></p></dd><dt>CONTACTS_ON_HOLD_CUSTOMER_DISCONNECT</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-customer-disconnect-historical">Contacts hold customer disconnect</a></p></dd><dt>CONTACTS_PUT_ON_HOLD</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-customer-disconnect-historical">Contacts put on hold</a></p></dd><dt>CONTACTS_TRANSFERRED_OUT_EXTERNAL</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-external-historical">Contacts transferred out external</a></p></dd><dt>CONTACTS_TRANSFERRED_OUT_INTERNAL</dt><dd><p>Unit: Percent</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-internal-historical">Contacts transferred out internal</a></p></dd><dt>CONTACTS_QUEUED</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-queued-historical">Contacts queued</a></p></dd><dt>CONTACTS_QUEUED_BY_ENQUEUE</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-queued-by-enqueue-historical">Contacts queued (enqueue timestamp)</a></p></dd><dt>CONTACTS_RESOLVED_IN_X</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>Threshold: For <code>ThresholdValue</code> enter any whole number from 1 to 604800 (inclusive), in seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for "Less than").</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-resolved-historical">Contacts resolved in X</a></p></dd><dt>CONTACTS_TRANSFERRED_OUT</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-historical">Contacts transferred out</a></p><note><p>Feature is a valid filter but not a valid grouping.</p></note></dd><dt>CONTACTS_TRANSFERRED_OUT_BY_AGENT</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-by-agent-historical">Contacts transferred out by agent</a></p></dd><dt>CONTACTS_TRANSFERRED_OUT_FROM_QUEUE</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-by-agent-historical">Contacts transferred out queue</a></p></dd><dt>CURRENT_CASES</dt><dd><p>Unit: Count</p><p>Required filter key: CASE_TEMPLATE_ARN</p><p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#current-cases-historical">Current cases</a></p></dd><dt>FLOWS_OUTCOME</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#flows-outcome-historical">Flows outcome</a></p></dd><dt>FLOWS_STARTED</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows resource ID, Initiation method, Resource published timestamp</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#flows-started-historical">Flows started</a></p></dd><dt>MAX_FLOW_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#maximum-flow-time-historical">Maximum flow time</a></p></dd><dt>MAX_QUEUED_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#maximum-queued-time-historical">Maximum queued time</a></p></dd><dt>MIN_FLOW_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#minimum-flow-time-historical">Minimum flow time</a></p></dd><dt>PERCENT_CASES_FIRST_CONTACT_RESOLVED</dt><dd><p>Unit: Percent</p><p>Required filter key: CASE_TEMPLATE_ARN</p><p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-resolved-first-contact-historical">Cases resolved on first contact</a></p></dd><dt>PERCENT_CONTACTS_STEP_EXPIRED</dt><dd><p>Unit: Percent</p><p>Valid groupings and filters: Queue, RoutingStepExpression</p><p>UI name: Not available </p></dd><dt>PERCENT_CONTACTS_STEP_JOINED</dt><dd><p>Unit: Percent</p><p>Valid groupings and filters: Queue, RoutingStepExpression</p><p>UI name: Not available </p></dd><dt>PERCENT_FLOWS_OUTCOME</dt><dd><p>Unit: Percent</p><p>Valid metric filter key: <code>FLOWS_OUTCOME_TYPE</code></p><p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#flows-outcome-percentage-historical">Flows outcome percentage</a>.</p><note><p>The <code>FLOWS_OUTCOME_TYPE</code> is not a valid grouping.</p></note></dd><dt>PERCENT_NON_TALK_TIME</dt><dd><p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p><p>Unit: Percentage</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ntt-historical">Non-talk time percent</a></p></dd><dt>PERCENT_TALK_TIME</dt><dd><p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p><p>Unit: Percentage</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#tt-historical">Talk time percent</a></p></dd><dt>PERCENT_TALK_TIME_AGENT</dt><dd><p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p><p>Unit: Percentage</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ttagent-historical">Agent talk time percent</a></p></dd><dt>PERCENT_TALK_TIME_CUSTOMER</dt><dd><p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p><p>Unit: Percentage</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ttcustomer-historical">Customer talk time percent</a></p></dd><dt>REOPENED_CASE_ACTIONS</dt><dd><p>Unit: Count</p><p>Required filter key: CASE_TEMPLATE_ARN</p><p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-reopened-historical">Cases reopened</a></p></dd><dt>RESOLVED_CASE_ACTIONS</dt><dd><p>Unit: Count</p><p>Required filter key: CASE_TEMPLATE_ARN</p><p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-resolved-historicall">Cases resolved</a></p></dd><dt>SERVICE_LEVEL</dt><dd><p>You can include up to 20 SERVICE_LEVEL metrics in a request.</p><p>Unit: Percent</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Q in Connect</p><p>Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for "Less than"). </p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#service-level-historical">Service level X</a></p></dd><dt>STEP_CONTACTS_QUEUED</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, RoutingStepExpression</p><p>UI name: Not available</p></dd><dt>SUM_AFTER_CONTACT_WORK_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#acw-historical">After contact work time</a></p></dd><dt>SUM_CONNECTING_TIME_AGENT</dt><dd><p>Unit: Seconds</p><p>Valid metric filter key: <code>INITIATION_METHOD</code>. This metric only supports the following filter keys as <code>INITIATION_METHOD</code>: <code>INBOUND</code> | <code>OUTBOUND</code> | <code>CALLBACK</code> | <code>API</code></p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#htm-agent-api-connecting-time">Agent API connecting time</a></p><note><p>The <code>Negate</code> key in Metric Level Filters is not applicable for this metric.</p></note></dd><dt>SUM_CONTACT_FLOW_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-flow-time-historical">Contact flow time</a></p></dd><dt>SUM_CONTACT_TIME_AGENT</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-on-contact-time-historical">Agent on contact time</a></p></dd><dt>SUM_CONTACTS_DISCONNECTED </dt><dd><p>Valid metric filter key: <code>DISCONNECT_REASON</code></p><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-disconnected-historical">Contact disconnected</a></p></dd><dt>SUM_ERROR_STATUS_TIME_AGENT</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#error-status-time-historical">Error status time</a></p></dd><dt>SUM_HANDLE_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-handle-time-historical">Contact handle time</a></p></dd><dt>SUM_HOLD_TIME</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#customer-hold-time-historical">Customer hold time</a></p></dd><dt>SUM_IDLE_TIME_AGENT</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-idle-time-historica">Agent idle time</a></p></dd><dt>SUM_INTERACTION_AND_HOLD_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-interaction-hold-time-historical">Agent interaction and hold time</a></p></dd><dt>SUM_INTERACTION_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-interaction-time-historical">Agent interaction time</a></p></dd><dt>SUM_NON_PRODUCTIVE_TIME_AGENT</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#npt-historical">Non-Productive Time</a></p></dd><dt>SUM_ONLINE_TIME_AGENT</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#online-time-historical">Online time</a></p></dd><dt>SUM_RETRY_CALLBACK_ATTEMPTS</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#callback-attempts-historical">Callback attempts</a></p></dd></dl>
+ <p>The metrics to retrieve. Specify the name, groupings, and filters for each metric. The following historical metrics are available. For a description of each metric, see <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html">Historical metrics definitions</a> in the <i>Amazon Connect Administrator Guide</i>.</p><dl><dt>ABANDONMENT_RATE</dt><dd><p>Unit: Percent</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#abandonment-rate-historical">Abandonment rate</a></p></dd><dt>AGENT_ADHERENT_TIME</dt><dd><p>This metric is available only in Amazon Web Services Regions where <a href="https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#optimization_region">Forecasting, capacity planning, and scheduling</a> is available.</p><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy </p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#adherent-time-historical">Adherent time</a></p></dd><dt>AGENT_ANSWER_RATE</dt><dd><p>Unit: Percent</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-answer-rate-historical">Agent answer rate</a></p></dd><dt>AGENT_NON_ADHERENT_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#non-adherent-time">Non-adherent time</a></p></dd><dt>AGENT_NON_RESPONSE</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy </p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-non-response">Agent non-response</a></p></dd><dt>AGENT_NON_RESPONSE_WITHOUT_CUSTOMER_ABANDONS</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p><p>Data for this metric is available starting from October 1, 2023 0:00:00 GMT.</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-nonresponse-no-abandon-historical">Agent non-response without customer abandons</a></p></dd><dt>AGENT_OCCUPANCY</dt><dd><p>Unit: Percentage</p><p>Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy </p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#occupancy-historical">Occupancy</a></p></dd><dt>AGENT_SCHEDULE_ADHERENCE</dt><dd><p>This metric is available only in Amazon Web Services Regions where <a href="https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#optimization_region">Forecasting, capacity planning, and scheduling</a> is available.</p><p>Unit: Percent</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#adherence-historical">Adherence</a></p></dd><dt>AGENT_SCHEDULED_TIME</dt><dd><p>This metric is available only in Amazon Web Services Regions where <a href="https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#optimization_region">Forecasting, capacity planning, and scheduling</a> is available.</p><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#scheduled-time-historical">Scheduled time</a></p></dd><dt>AVG_ABANDON_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-queue-abandon-time-historical">Average queue abandon time</a></p></dd><dt>AVG_ACTIVE_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-active-time-historical">Average active time</a></p></dd><dt>AVG_AFTER_CONTACT_WORK_TIME</dt><dd><p>Unit: Seconds</p><p>Valid metric filter key: <code>INITIATION_METHOD</code></p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-acw-time-historical">Average after contact work time</a></p><note><p>Feature is a valid filter but not a valid grouping.</p></note></dd><dt>AVG_AGENT_CONNECTING_TIME</dt><dd><p>Unit: Seconds</p><p>Valid metric filter key: <code>INITIATION_METHOD</code>. For now, this metric only supports the following as <code>INITIATION_METHOD</code>: <code>INBOUND</code> | <code>OUTBOUND</code> | <code>CALLBACK</code> | <code>API</code></p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#htm-avg-agent-api-connecting-time">Average agent API connecting time</a></p><note><p>The <code>Negate</code> key in Metric Level Filters is not applicable for this metric.</p></note></dd><dt>AVG_AGENT_PAUSE_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-pause-time-historical">Average agent pause time</a></p></dd><dt>AVG_CASE_RELATED_CONTACTS</dt><dd><p>Unit: Count</p><p>Required filter key: CASE_TEMPLATE_ARN</p><p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-contacts-case-historical">Average contacts per case</a></p></dd><dt>AVG_CASE_RESOLUTION_TIME</dt><dd><p>Unit: Seconds</p><p>Required filter key: CASE_TEMPLATE_ARN</p><p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-case-resolution-time-historical">Average case resolution time</a></p></dd><dt>AVG_CONTACT_DURATION</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-contact-duration-historical">Average contact duration</a></p><note><p>Feature is a valid filter but not a valid grouping.</p></note></dd><dt>AVG_CONVERSATION_DURATION</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-conversation-duration-historical">Average conversation duration</a></p></dd><dt>AVG_FLOW_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-flow-time-historical">Average flow time</a></p></dd><dt>AVG_GREETING_TIME_AGENT</dt><dd><p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-greeting-time-agent-historical">Average agent greeting time</a></p></dd><dt>AVG_HANDLE_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, RoutingStepExpression</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-handle-time-historical">Average handle time</a></p><note><p>Feature is a valid filter but not a valid grouping.</p></note></dd><dt>AVG_HOLD_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-customer-hold-time-historical">Average customer hold time</a></p><note><p>Feature is a valid filter but not a valid grouping.</p></note></dd><dt>AVG_HOLD_TIME_ALL_CONTACTS</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#avg-customer-hold-time-all-contacts-historical">Average customer hold time all contacts</a></p></dd><dt>AVG_HOLDS</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-holds-historical">Average holds</a></p><note><p>Feature is a valid filter but not a valid grouping.</p></note></dd><dt>AVG_INTERACTION_AND_HOLD_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-interaction-customer-hold-time-historical">Average agent interaction and customer hold time</a></p></dd><dt>AVG_INTERACTION_TIME</dt><dd><p>Unit: Seconds</p><p>Valid metric filter key: <code>INITIATION_METHOD</code></p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-interaction-time-historical">Average agent interaction time</a></p><note><p>Feature is a valid filter but not a valid grouping.</p></note></dd><dt>AVG_INTERRUPTIONS_AGENT</dt><dd><p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-interruptions-agent-historical">Average agent interruptions</a></p></dd><dt>AVG_INTERRUPTION_TIME_AGENT</dt><dd><p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-interruptions-time-agent-historical">Average agent interruption time</a></p></dd><dt>AVG_NON_TALK_TIME</dt><dd><p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html##average-non-talk-time-historical">Average non-talk time</a></p></dd><dt>AVG_QUEUE_ANSWER_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-queue-answer-time-historical">Average queue answer time</a></p><note><p>Feature is a valid filter but not a valid grouping.</p></note></dd><dt>AVG_RESOLUTION_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-resolution-time-historical">Average resolution time</a></p></dd><dt>AVG_TALK_TIME</dt><dd><p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-historical">Average talk time</a></p></dd><dt>AVG_TALK_TIME_AGENT</dt><dd><p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-agent-historical">Average agent talk time</a></p></dd><dt>AVG_TALK_TIME_CUSTOMER</dt><dd><p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-customer-historical">Average customer talk time</a></p></dd><dt>CASES_CREATED</dt><dd><p>Unit: Count</p><p>Required filter key: CASE_TEMPLATE_ARN</p><p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html##cases-created-historical">Cases created</a></p></dd><dt>CONTACTS_CREATED</dt><dd><p>Unit: Count</p><p>Valid metric filter key: <code>INITIATION_METHOD</code></p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-created-historical">Contacts created</a></p><note><p>Feature is a valid filter but not a valid grouping.</p></note></dd><dt>CONTACTS_HANDLED</dt><dd><p>Unit: Count</p><p>Valid metric filter key: <code>INITIATION_METHOD</code>, <code>DISCONNECT_REASON</code></p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#api-contacts-handled-historical">API contacts handled</a></p><note><p>Feature is a valid filter but not a valid grouping.</p></note></dd><dt>CONTACTS_HANDLED_BY_CONNECTED_TO_AGENT</dt><dd><p>Unit: Count</p><p>Valid metric filter key: <code>INITIATION_METHOD</code></p><p>Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-handled-by-connected-to-agent-historical">Contacts handled (connected to agent timestamp)</a></p></dd><dt>CONTACTS_HOLD_ABANDONS</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-handled-by-connected-to-agent-historical">Contacts hold disconnect</a></p></dd><dt>CONTACTS_ON_HOLD_AGENT_DISCONNECT</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-agent-disconnect-historical">Contacts hold agent disconnect</a></p></dd><dt>CONTACTS_ON_HOLD_CUSTOMER_DISCONNECT</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-customer-disconnect-historical">Contacts hold customer disconnect</a></p></dd><dt>CONTACTS_PUT_ON_HOLD</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-customer-disconnect-historical">Contacts put on hold</a></p></dd><dt>CONTACTS_TRANSFERRED_OUT_EXTERNAL</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-external-historical">Contacts transferred out external</a></p></dd><dt>CONTACTS_TRANSFERRED_OUT_INTERNAL</dt><dd><p>Unit: Percent</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-internal-historical">Contacts transferred out internal</a></p></dd><dt>CONTACTS_QUEUED</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-queued-historical">Contacts queued</a></p></dd><dt>CONTACTS_QUEUED_BY_ENQUEUE</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-queued-by-enqueue-historical">Contacts queued (enqueue timestamp)</a></p></dd><dt>CONTACTS_REMOVED_FROM_QUEUE_IN_X</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Q in Connect</p><p>Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for "Less than").</p><p>UI name: This metric is not available in Amazon Connect admin website. </p></dd><dt>CONTACTS_RESOLVED_IN_X</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>Threshold: For <code>ThresholdValue</code> enter any whole number from 1 to 604800 (inclusive), in seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for "Less than").</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-resolved-historical">Contacts resolved in X</a></p></dd><dt>CONTACTS_TRANSFERRED_OUT</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-historical">Contacts transferred out</a></p><note><p>Feature is a valid filter but not a valid grouping.</p></note></dd><dt>CONTACTS_TRANSFERRED_OUT_BY_AGENT</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-by-agent-historical">Contacts transferred out by agent</a></p></dd><dt>CONTACTS_TRANSFERRED_OUT_FROM_QUEUE</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-by-agent-historical">Contacts transferred out queue</a></p></dd><dt>CURRENT_CASES</dt><dd><p>Unit: Count</p><p>Required filter key: CASE_TEMPLATE_ARN</p><p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#current-cases-historical">Current cases</a></p></dd><dt>FLOWS_OUTCOME</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#flows-outcome-historical">Flows outcome</a></p></dd><dt>FLOWS_STARTED</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows resource ID, Initiation method, Resource published timestamp</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#flows-started-historical">Flows started</a></p></dd><dt>MAX_FLOW_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#maximum-flow-time-historical">Maximum flow time</a></p></dd><dt>MAX_QUEUED_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#maximum-queued-time-historical">Maximum queued time</a></p></dd><dt>MIN_FLOW_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#minimum-flow-time-historical">Minimum flow time</a></p></dd><dt>PERCENT_CASES_FIRST_CONTACT_RESOLVED</dt><dd><p>Unit: Percent</p><p>Required filter key: CASE_TEMPLATE_ARN</p><p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-resolved-first-contact-historical">Cases resolved on first contact</a></p></dd><dt>PERCENT_CONTACTS_STEP_EXPIRED</dt><dd><p>Unit: Percent</p><p>Valid groupings and filters: Queue, RoutingStepExpression</p><p>UI name: This metric is available in Real-time Metrics UI but not on the Historical Metrics UI.</p></dd><dt>PERCENT_CONTACTS_STEP_JOINED</dt><dd><p>Unit: Percent</p><p>Valid groupings and filters: Queue, RoutingStepExpression</p><p>UI name: This metric is available in Real-time Metrics UI but not on the Historical Metrics UI.</p></dd><dt>PERCENT_FLOWS_OUTCOME</dt><dd><p>Unit: Percent</p><p>Valid metric filter key: <code>FLOWS_OUTCOME_TYPE</code></p><p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#flows-outcome-percentage-historical">Flows outcome percentage</a>.</p><note><p>The <code>FLOWS_OUTCOME_TYPE</code> is not a valid grouping.</p></note></dd><dt>PERCENT_NON_TALK_TIME</dt><dd><p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p><p>Unit: Percentage</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ntt-historical">Non-talk time percent</a></p></dd><dt>PERCENT_TALK_TIME</dt><dd><p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p><p>Unit: Percentage</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#tt-historical">Talk time percent</a></p></dd><dt>PERCENT_TALK_TIME_AGENT</dt><dd><p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p><p>Unit: Percentage</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ttagent-historical">Agent talk time percent</a></p></dd><dt>PERCENT_TALK_TIME_CUSTOMER</dt><dd><p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p><p>Unit: Percentage</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ttcustomer-historical">Customer talk time percent</a></p></dd><dt>REOPENED_CASE_ACTIONS</dt><dd><p>Unit: Count</p><p>Required filter key: CASE_TEMPLATE_ARN</p><p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-reopened-historical">Cases reopened</a></p></dd><dt>RESOLVED_CASE_ACTIONS</dt><dd><p>Unit: Count</p><p>Required filter key: CASE_TEMPLATE_ARN</p><p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-resolved-historical">Cases resolved</a></p></dd><dt>SERVICE_LEVEL</dt><dd><p>You can include up to 20 SERVICE_LEVEL metrics in a request.</p><p>Unit: Percent</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Q in Connect</p><p>Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for "Less than"). </p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#service-level-historical">Service level X</a></p></dd><dt>STEP_CONTACTS_QUEUED</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, RoutingStepExpression</p><p>UI name: This metric is available in Real-time Metrics UI but not on the Historical Metrics UI.</p></dd><dt>SUM_AFTER_CONTACT_WORK_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#acw-historical">After contact work time</a></p></dd><dt>SUM_CONNECTING_TIME_AGENT</dt><dd><p>Unit: Seconds</p><p>Valid metric filter key: <code>INITIATION_METHOD</code>. This metric only supports the following filter keys as <code>INITIATION_METHOD</code>: <code>INBOUND</code> | <code>OUTBOUND</code> | <code>CALLBACK</code> | <code>API</code></p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#htm-agent-api-connecting-time">Agent API connecting time</a></p><note><p>The <code>Negate</code> key in Metric Level Filters is not applicable for this metric.</p></note></dd><dt>SUM_CONTACTS_ABANDONED</dt><dd><p>Unit: Count</p><p>Metric filter: </p><ul><li><p>Valid values: <code>API</code>| <code>Incoming</code> | <code>Outbound</code> | <code>Transfer</code> | <code>Callback</code> | <code>Queue_Transfer</code>| <code>Disconnect</code></p></li></ul><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-abandoned-historical">Contact abandoned</a></p></dd><dt>SUM_CONTACTS_ABANDONED_IN_X</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for "Less than"). </p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-abandoned-x-historical">Contacts abandoned in X seconds</a></p></dd><dt>SUM_CONTACTS_ANSWERED_IN_X</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for "Less than"). </p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-answered-x-historical">Contacts answered in X seconds</a></p></dd><dt>SUM_CONTACT_FLOW_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-flow-time-historical">Contact flow time</a></p></dd><dt>SUM_CONTACT_TIME_AGENT</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-on-contact-time-historical">Agent on contact time</a></p></dd><dt>SUM_CONTACTS_DISCONNECTED </dt><dd><p>Valid metric filter key: <code>DISCONNECT_REASON</code></p><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-disconnected-historical">Contact disconnected</a></p></dd><dt>SUM_ERROR_STATUS_TIME_AGENT</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#error-status-time-historical">Error status time</a></p></dd><dt>SUM_HANDLE_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-handle-time-historical">Contact handle time</a></p></dd><dt>SUM_HOLD_TIME</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#customer-hold-time-historical">Customer hold time</a></p></dd><dt>SUM_IDLE_TIME_AGENT</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-idle-time-historica">Agent idle time</a></p></dd><dt>SUM_INTERACTION_AND_HOLD_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-interaction-hold-time-historical">Agent interaction and hold time</a></p></dd><dt>SUM_INTERACTION_TIME</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-interaction-time-historical">Agent interaction time</a></p></dd><dt>SUM_NON_PRODUCTIVE_TIME_AGENT</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#npt-historical">Non-Productive Time</a></p></dd><dt>SUM_ONLINE_TIME_AGENT</dt><dd><p>Unit: Seconds</p><p>Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#online-time-historical">Online time</a></p></dd><dt>SUM_RETRY_CALLBACK_ATTEMPTS</dt><dd><p>Unit: Count</p><p>Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect</p><p>UI name: <a href="https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#callback-attempts-historical">Callback attempts</a></p></dd></dl>
  */
 @property (nonatomic, strong) NSArray<AWSConnectMetricV2 *> * _Nullable metrics;
 
@@ -11996,6 +12016,19 @@ typedef NS_ENUM(NSInteger, AWSConnectVoiceRecordingTrack) {
 
 @end
 
+/**
+ <p>An object to define <code>AgentsCriteria</code>.</p>
+ */
+@interface AWSConnectMatchCriteria : AWSModel
+
+
+/**
+ <p>An object to define <code>AgentIds</code>.</p>
+ */
+@property (nonatomic, strong) AWSConnectAgentsCriteria * _Nullable agentsCriteria;
+
+@end
+
 /**
  <p>Contains information about which channels are supported, and how many contacts an agent can have on a channel simultaneously.</p>
  Required parameters: [Channel, Concurrency]
@@ -14561,7 +14594,7 @@ typedef NS_ENUM(NSInteger, AWSConnectVoiceRecordingTrack) {
 @property (nonatomic, strong) NSArray<NSString *> * _Nullable queueIds;
 
 /**
- <p>The search criteria based on user-defined contact attributes that have been configured for contact search. For more information, see <a href="https://docs.aws.amazon.com/connect/latest/adminguide/search-custom-attributes.html">Search by customer contact attributes</a> in the <i>Amazon Connect Administrator Guide</i>.</p><important><p>To use <code>SearchableContactAttributes</code> in a search request, the <code>GetContactAttributes</code> action is required to perform an API request. For more information, see <a href="https://docs.aws.amazon.com/service-authorization/latest/reference/list_amazonconnect.html#amazonconnect-actions-as-permissions">https://docs.aws.amazon.com/service-authorization/latest/reference/list_amazonconnect.html#amazonconnect-actions-as-permissions</a>Actions defined by Amazon Connect.</p></important>
+ <p>The search criteria based on user-defined contact attributes that have been configured for contact search. For more information, see <a href="https://docs.aws.amazon.com/connect/latest/adminguide/search-custom-attributes.html">Search by custom contact attributes</a> in the <i>Amazon Connect Administrator Guide</i>.</p><important><p>To use <code>SearchableContactAttributes</code> in a search request, the <code>GetContactAttributes</code> action is required to perform an API request. For more information, see <a href="https://docs.aws.amazon.com/service-authorization/latest/reference/list_amazonconnect.html#amazonconnect-actions-as-permissions">https://docs.aws.amazon.com/service-authorization/latest/reference/list_amazonconnect.html#amazonconnect-actions-as-permissions</a>Actions defined by Amazon Connect.</p></important>
  */
 @property (nonatomic, strong) AWSConnectSearchableContactAttributes * _Nullable searchableContactAttributes;
 
@@ -15509,7 +15542,7 @@ typedef NS_ENUM(NSInteger, AWSConnectVoiceRecordingTrack) {
 @end
 
 /**
- <p>A structure that defineds the field name to sort by and a sort order.</p>
+ <p>A structure that defines the field name to sort by and a sort order.</p>
  Required parameters: [FieldName, Order]
  */
 @interface AWSConnectSort : AWSModel
diff --git a/AWSConnect/AWSConnectModel.m b/AWSConnect/AWSConnectModel.m
index c6903a3c74e..577bfda7cfc 100644
--- a/AWSConnect/AWSConnectModel.m
+++ b/AWSConnect/AWSConnectModel.m
@@ -555,6 +555,20 @@ + (NSValueTransformer *)typesJSONTransformer {
 
 @end
 
+@implementation AWSConnectAgentsCriteria
+
++ (BOOL)supportsSecureCoding {
+    return YES;
+}
+
++ (NSDictionary *)JSONKeyPathsByPropertyKey {
+	return @{
+             @"agentIds" : @"AgentIds",
+             };
+}
+
+@end
+
 @implementation AWSConnectAllowedCapabilities
 
 + (BOOL)supportsSecureCoding {
@@ -1415,12 +1429,17 @@ + (BOOL)supportsSecureCoding {
 + (NSDictionary *)JSONKeyPathsByPropertyKey {
 	return @{
              @"comparisonOperator" : @"ComparisonOperator",
+             @"matchCriteria" : @"MatchCriteria",
              @"name" : @"Name",
              @"proficiencyLevel" : @"ProficiencyLevel",
              @"value" : @"Value",
              };
 }
 
++ (NSValueTransformer *)matchCriteriaJSONTransformer {
+    return [NSValueTransformer awsmtl_JSONDictionaryTransformerWithModelClass:[AWSConnectMatchCriteria class]];
+}
+
 @end
 
 @implementation AWSConnectAudioFeatures
@@ -15960,6 +15979,24 @@ + (NSValueTransformer *)viewsSummaryListJSONTransformer {
 
 @end
 
+@implementation AWSConnectMatchCriteria
+
++ (BOOL)supportsSecureCoding {
+    return YES;
+}
+
++ (NSDictionary *)JSONKeyPathsByPropertyKey {
+	return @{
+             @"agentsCriteria" : @"AgentsCriteria",
+             };
+}
+
++ (NSValueTransformer *)agentsCriteriaJSONTransformer {
+    return [NSValueTransformer awsmtl_JSONDictionaryTransformerWithModelClass:[AWSConnectAgentsCriteria class]];
+}
+
+@end
+
 @implementation AWSConnectMediaConcurrency
 
 + (BOOL)supportsSecureCoding {
diff --git a/AWSConnect/AWSConnectResources.m b/AWSConnect/AWSConnectResources.m
index 90f826c069c..e1b4ae414fc 100644
--- a/AWSConnect/AWSConnectResources.m
+++ b/AWSConnect/AWSConnectResources.m
@@ -69,7 +69,8 @@ - (NSString *)definitionString {
     \"serviceId\":\"Connect\",\
     \"signatureVersion\":\"v4\",\
     \"signingName\":\"connect\",\
-    \"uid\":\"connect-2017-08-08\"\
+    \"uid\":\"connect-2017-08-08\",\
+    \"auth\":[\"aws.auth#sigv4\"]\
   },\
   \"operations\":{\
     \"ActivateEvaluationForm\":{\
@@ -2156,7 +2157,7 @@ - (NSString *)definitionString {
         {\"shape\":\"IdempotencyException\"},\
         {\"shape\":\"AccessDeniedException\"}\
       ],\
-      \"documentation\":\"<p>Imports a claimed phone number from an external service, such as Amazon Pinpoint, into an Amazon Connect instance. You can call this API only in the same Amazon Web Services Region where the Amazon Connect instance was created.</p>\"\
+      \"documentation\":\"<p>Imports a claimed phone number from an external service, such as Amazon Pinpoint, into an Amazon Connect instance. You can call this API only in the same Amazon Web Services Region where the Amazon Connect instance was created.</p> <important> <p>Call the <a href=\\\"https://docs.aws.amazon.com/connect/latest/APIReference/API_DescribePhoneNumber.html\\\">DescribePhoneNumber</a> API to verify the status of a previous <code>ImportPhoneNumber</code> operation. </p> </important> <p>If you plan to claim or import numbers and then release numbers frequently, contact us for a service quota exception. Otherwise, it is possible you will be blocked from claiming and releasing any more numbers until up to 180 days past the oldest number released has expired. </p> <p> By default you can claim or import and then release up to 200% of your maximum number of active phone numbers. If you claim or import and then release phone numbers using the UI or API during a rolling 180 day cycle that exceeds 200% of your phone number service level quota, you will be blocked from claiming or importing any more numbers until 180 days past the oldest number released has expired. </p> <p>For example, if you already have 99 claimed or imported numbers and a service level quota of 99 phone numbers, and in any 180 day period you release 99, claim 99, and then release 99, you will have exceeded the 200% limit. At that point you are blocked from claiming any more numbers until you open an Amazon Web Services Support ticket. </p>\"\
     },\
     \"ListAgentStatuses\":{\
       \"name\":\"ListAgentStatuses\",\
@@ -3316,7 +3317,7 @@ - (NSString *)definitionString {
         {\"shape\":\"InternalServiceException\"},\
         {\"shape\":\"LimitExceededException\"}\
       ],\
-      \"documentation\":\"<p>Initiates a flow to start a new chat for the customer. Response of this API provides a token required to obtain credentials from the <a href=\\\"https://docs.aws.amazon.com/connect-participant/latest/APIReference/API_CreateParticipantConnection.html\\\">CreateParticipantConnection</a> API in the Amazon Connect Participant Service.</p> <p>When a new chat contact is successfully created, clients must subscribe to the participant’s connection for the created chat within 5 minutes. This is achieved by invoking <a href=\\\"https://docs.aws.amazon.com/connect-participant/latest/APIReference/API_CreateParticipantConnection.html\\\">CreateParticipantConnection</a> with WEBSOCKET and CONNECTION_CREDENTIALS. </p> <p>A 429 error occurs in the following situations:</p> <ul> <li> <p>API rate limit is exceeded. API TPS throttling returns a <code>TooManyRequests</code> exception.</p> </li> <li> <p>The <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html\\\">quota for concurrent active chats</a> is exceeded. Active chat throttling returns a <code>LimitExceededException</code>.</p> </li> </ul> <p>If you use the <code>ChatDurationInMinutes</code> parameter and receive a 400 error, your account may not support the ability to configure custom chat durations. For more information, contact Amazon Web Services Support. </p> <p>For more information about chat, see <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/chat.html\\\">Chat</a> in the <i>Amazon Connect Administrator Guide</i>.</p>\"\
+      \"documentation\":\"<p>Initiates a flow to start a new chat for the customer. Response of this API provides a token required to obtain credentials from the <a href=\\\"https://docs.aws.amazon.com/connect-participant/latest/APIReference/API_CreateParticipantConnection.html\\\">CreateParticipantConnection</a> API in the Amazon Connect Participant Service.</p> <p>When a new chat contact is successfully created, clients must subscribe to the participant’s connection for the created chat within 5 minutes. This is achieved by invoking <a href=\\\"https://docs.aws.amazon.com/connect-participant/latest/APIReference/API_CreateParticipantConnection.html\\\">CreateParticipantConnection</a> with WEBSOCKET and CONNECTION_CREDENTIALS. </p> <p>A 429 error occurs in the following situations:</p> <ul> <li> <p>API rate limit is exceeded. API TPS throttling returns a <code>TooManyRequests</code> exception.</p> </li> <li> <p>The <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html\\\">quota for concurrent active chats</a> is exceeded. Active chat throttling returns a <code>LimitExceededException</code>.</p> </li> </ul> <p>If you use the <code>ChatDurationInMinutes</code> parameter and receive a 400 error, your account may not support the ability to configure custom chat durations. For more information, contact Amazon Web Services Support. </p> <p>For more information about chat, see the following topics in the <i>Amazon Connect Administrator Guide</i>: </p> <ul> <li> <p> <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/web-and-mobile-chat.html\\\">Concepts: Web and mobile messaging capabilities in Amazon Connect</a> </p> </li> <li> <p> <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/security-best-practices.html#bp-security-chat\\\">Amazon Connect Chat security best practices</a> </p> </li> </ul>\"\
     },\
     \"StartContactEvaluation\":{\
       \"name\":\"StartContactEvaluation\",\
@@ -3368,7 +3369,7 @@ - (NSString *)definitionString {
         {\"shape\":\"InternalServiceException\"},\
         {\"shape\":\"LimitExceededException\"}\
       ],\
-      \"documentation\":\"<p> Initiates real-time message streaming for a new chat contact.</p> <p> For more information about message streaming, see <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/chat-message-streaming.html\\\">Enable real-time chat message streaming</a> in the <i>Amazon Connect Administrator Guide</i>.</p>\"\
+      \"documentation\":\"<p> Initiates real-time message streaming for a new chat contact.</p> <p> For more information about message streaming, see <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/chat-message-streaming.html\\\">Enable real-time chat message streaming</a> in the <i>Amazon Connect Administrator Guide</i>.</p> <p>For more information about chat, see the following topics in the <i>Amazon Connect Administrator Guide</i>: </p> <ul> <li> <p> <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/web-and-mobile-chat.html\\\">Concepts: Web and mobile messaging capabilities in Amazon Connect</a> </p> </li> <li> <p> <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/security-best-practices.html#bp-security-chat\\\">Amazon Connect Chat security best practices</a> </p> </li> </ul>\"\
     },\
     \"StartOutboundVoiceContact\":{\
       \"name\":\"StartOutboundVoiceContact\",\
@@ -4563,6 +4564,14 @@ - (NSString *)definitionString {
       },\
       \"documentation\":\"<p>A structure that defines search criteria for contacts using agent hierarchy group levels. For more information about agent hierarchies, see <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/agent-hierarchy.html\\\">Set Up Agent Hierarchies</a> in the <i>Amazon Connect Administrator Guide</i>.</p>\"\
     },\
+    \"AgentId\":{\
+      \"type\":\"string\",\
+      \"max\":256\
+    },\
+    \"AgentIds\":{\
+      \"type\":\"list\",\
+      \"member\":{\"shape\":\"AgentId\"}\
+    },\
     \"AgentInfo\":{\
       \"type\":\"structure\",\
       \"members\":{\
@@ -4760,6 +4769,16 @@ - (NSString *)definitionString {
       \"max\":100,\
       \"min\":1\
     },\
+    \"AgentsCriteria\":{\
+      \"type\":\"structure\",\
+      \"members\":{\
+        \"AgentIds\":{\
+          \"shape\":\"AgentIds\",\
+          \"documentation\":\"<p>An object to specify a list of agents, by Agent ID.</p>\"\
+        }\
+      },\
+      \"documentation\":\"<p>Can be used to define a list of preferred agents to target the contact within the queue. Note that agents must have the queue in their routing profile in order to be offered the contact.</p>\"\
+    },\
     \"AgentsMinOneMaxHundred\":{\
       \"type\":\"list\",\
       \"member\":{\"shape\":\"UserId\"},\
@@ -5447,9 +5466,13 @@ - (NSString *)definitionString {
           \"documentation\":\"<p>The value of predefined attribute.</p>\"\
         },\
         \"ProficiencyLevel\":{\
-          \"shape\":\"ProficiencyLevel\",\
+          \"shape\":\"NullableProficiencyLevel\",\
           \"documentation\":\"<p>The proficiency level of the condition.</p>\"\
         },\
+        \"MatchCriteria\":{\
+          \"shape\":\"MatchCriteria\",\
+          \"documentation\":\"<p>An object to define <code>AgentsCriteria</code>.</p>\"\
+        },\
         \"ComparisonOperator\":{\
           \"shape\":\"ComparisonOperator\",\
           \"documentation\":\"<p>The operator of the condition.</p>\"\
@@ -11115,7 +11138,7 @@ - (NSString *)definitionString {
         },\
         \"DoubleValue\":{\
           \"shape\":\"Double\",\
-          \"documentation\":\"<p>a Double number value type.</p>\"\
+          \"documentation\":\"<p>A Double number value type.</p>\"\
         },\
         \"EmptyValue\":{\
           \"shape\":\"EmptyFieldValue\",\
@@ -11647,7 +11670,7 @@ - (NSString *)definitionString {
         },\
         \"Metrics\":{\
           \"shape\":\"MetricsV2\",\
-          \"documentation\":\"<p>The metrics to retrieve. Specify the name, groupings, and filters for each metric. The following historical metrics are available. For a description of each metric, see <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html\\\">Historical metrics definitions</a> in the <i>Amazon Connect Administrator Guide</i>.</p> <dl> <dt>ABANDONMENT_RATE</dt> <dd> <p>Unit: Percent</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#abandonment-rate-historical\\\">Abandonment rate</a> </p> </dd> <dt>AGENT_ADHERENT_TIME</dt> <dd> <p>This metric is available only in Amazon Web Services Regions where <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#optimization_region\\\">Forecasting, capacity planning, and scheduling</a> is available.</p> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy </p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#adherent-time-historical\\\">Adherent time</a> </p> </dd> <dt>AGENT_ANSWER_RATE</dt> <dd> <p>Unit: Percent</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-answer-rate-historical\\\">Agent answer rate</a> </p> </dd> <dt>AGENT_NON_ADHERENT_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#non-adherent-time\\\">Non-adherent time</a> </p> </dd> <dt>AGENT_NON_RESPONSE</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy </p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-non-response\\\">Agent non-response</a> </p> </dd> <dt>AGENT_NON_RESPONSE_WITHOUT_CUSTOMER_ABANDONS</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p> <p>Data for this metric is available starting from October 1, 2023 0:00:00 GMT.</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-nonresponse-no-abandon-historical\\\">Agent non-response without customer abandons</a> </p> </dd> <dt>AGENT_OCCUPANCY</dt> <dd> <p>Unit: Percentage</p> <p>Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy </p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#occupancy-historical\\\">Occupancy</a> </p> </dd> <dt>AGENT_SCHEDULE_ADHERENCE</dt> <dd> <p>This metric is available only in Amazon Web Services Regions where <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#optimization_region\\\">Forecasting, capacity planning, and scheduling</a> is available.</p> <p>Unit: Percent</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#adherence-historical\\\">Adherence</a> </p> </dd> <dt>AGENT_SCHEDULED_TIME</dt> <dd> <p>This metric is available only in Amazon Web Services Regions where <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#optimization_region\\\">Forecasting, capacity planning, and scheduling</a> is available.</p> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#scheduled-time-historical\\\">Scheduled time</a> </p> </dd> <dt>AVG_ABANDON_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-queue-abandon-time-historical\\\">Average queue abandon time</a> </p> </dd> <dt>AVG_ACTIVE_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-active-time-historical\\\">Average active time</a> </p> </dd> <dt>AVG_AFTER_CONTACT_WORK_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid metric filter key: <code>INITIATION_METHOD</code> </p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-acw-time-historical\\\">Average after contact work time</a> </p> <note> <p>Feature is a valid filter but not a valid grouping.</p> </note> </dd> <dt>AVG_AGENT_CONNECTING_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid metric filter key: <code>INITIATION_METHOD</code>. For now, this metric only supports the following as <code>INITIATION_METHOD</code>: <code>INBOUND</code> | <code>OUTBOUND</code> | <code>CALLBACK</code> | <code>API</code> </p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#htm-avg-agent-api-connecting-time\\\">Average agent API connecting time</a> </p> <note> <p>The <code>Negate</code> key in Metric Level Filters is not applicable for this metric.</p> </note> </dd> <dt>AVG_AGENT_PAUSE_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-pause-time-historical\\\">Average agent pause time</a> </p> </dd> <dt>AVG_CASE_RELATED_CONTACTS</dt> <dd> <p>Unit: Count</p> <p>Required filter key: CASE_TEMPLATE_ARN</p> <p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-contacts-case-historical\\\">Average contacts per case</a> </p> </dd> <dt>AVG_CASE_RESOLUTION_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Required filter key: CASE_TEMPLATE_ARN</p> <p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-case-resolution-time-historical\\\">Average case resolution time</a> </p> </dd> <dt>AVG_CONTACT_DURATION</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-contact-duration-historical\\\">Average contact duration</a> </p> <note> <p>Feature is a valid filter but not a valid grouping.</p> </note> </dd> <dt>AVG_CONVERSATION_DURATION</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-conversation-duration-historical\\\">Average conversation duration</a> </p> </dd> <dt>AVG_FLOW_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-flow-time-historical\\\">Average flow time</a> </p> </dd> <dt>AVG_GREETING_TIME_AGENT</dt> <dd> <p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-greeting-time-agent-historical\\\">Average agent greeting time</a> </p> </dd> <dt>AVG_HANDLE_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, RoutingStepExpression</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-handle-time-historical\\\">Average handle time</a> </p> <note> <p>Feature is a valid filter but not a valid grouping.</p> </note> </dd> <dt>AVG_HOLD_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-customer-hold-time-historical\\\">Average customer hold time</a> </p> <note> <p>Feature is a valid filter but not a valid grouping.</p> </note> </dd> <dt>AVG_HOLD_TIME_ALL_CONTACTS</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#avg-customer-hold-time-all-contacts-historical\\\">Average customer hold time all contacts</a> </p> </dd> <dt>AVG_HOLDS</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-holds-historical\\\">Average holds</a> </p> <note> <p>Feature is a valid filter but not a valid grouping.</p> </note> </dd> <dt>AVG_INTERACTION_AND_HOLD_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-interaction-customer-hold-time-historical\\\">Average agent interaction and customer hold time</a> </p> </dd> <dt>AVG_INTERACTION_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid metric filter key: <code>INITIATION_METHOD</code> </p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-interaction-time-historical\\\">Average agent interaction time</a> </p> <note> <p>Feature is a valid filter but not a valid grouping.</p> </note> </dd> <dt>AVG_INTERRUPTIONS_AGENT</dt> <dd> <p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-interruptions-agent-historical\\\">Average agent interruptions</a> </p> </dd> <dt>AVG_INTERRUPTION_TIME_AGENT</dt> <dd> <p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-interruptions-time-agent-historical\\\">Average agent interruption time</a> </p> </dd> <dt>AVG_NON_TALK_TIME</dt> <dd> <p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html##average-non-talk-time-historical\\\">Average non-talk time</a> </p> </dd> <dt>AVG_QUEUE_ANSWER_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-queue-answer-time-historical\\\">Average queue answer time</a> </p> <note> <p>Feature is a valid filter but not a valid grouping.</p> </note> </dd> <dt>AVG_RESOLUTION_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-resolution-time-historical\\\">Average resolution time</a> </p> </dd> <dt>AVG_TALK_TIME</dt> <dd> <p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-historical\\\">Average talk time</a> </p> </dd> <dt>AVG_TALK_TIME_AGENT</dt> <dd> <p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-agent-historical\\\">Average agent talk time</a> </p> </dd> <dt>AVG_TALK_TIME_CUSTOMER</dt> <dd> <p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-customer-historical\\\">Average customer talk time</a> </p> </dd> <dt>CASES_CREATED</dt> <dd> <p>Unit: Count</p> <p>Required filter key: CASE_TEMPLATE_ARN</p> <p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html##cases-created-historical\\\">Cases created</a> </p> </dd> <dt>CONTACTS_ABANDONED</dt> <dd> <p>Unit: Count</p> <p>Metric filter: </p> <ul> <li> <p>Valid values: <code>API</code>| <code>Incoming</code> | <code>Outbound</code> | <code>Transfer</code> | <code>Callback</code> | <code>Queue_Transfer</code>| <code>Disconnect</code> </p> </li> </ul> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-abandoned-historical\\\">Contact abandoned</a> </p> </dd> <dt>CONTACTS_ABANDONED_IN_X</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for \\\"Less than\\\"). </p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-abandoned-x-historical\\\">Contacts abandoned in X seconds</a> </p> </dd> <dt>CONTACTS_ANSWERED_IN_X</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for \\\"Less than\\\"). </p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-answered-x-historical\\\">Contacts answered in X seconds</a> </p> </dd> <dt>CONTACTS_CREATED</dt> <dd> <p>Unit: Count</p> <p>Valid metric filter key: <code>INITIATION_METHOD</code> </p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-created-historical\\\">Contacts created</a> </p> <note> <p>Feature is a valid filter but not a valid grouping.</p> </note> </dd> <dt>CONTACTS_HANDLED</dt> <dd> <p>Unit: Count</p> <p>Valid metric filter key: <code>INITIATION_METHOD</code>, <code>DISCONNECT_REASON</code> </p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#api-contacts-handled-historical\\\">API contacts handled</a> </p> <note> <p>Feature is a valid filter but not a valid grouping.</p> </note> </dd> <dt>CONTACTS_HANDLED_BY_CONNECTED_TO_AGENT</dt> <dd> <p>Unit: Count</p> <p>Valid metric filter key: <code>INITIATION_METHOD</code> </p> <p>Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-handled-by-connected-to-agent-historical\\\">Contacts handled (connected to agent timestamp)</a> </p> </dd> <dt>CONTACTS_HOLD_ABANDONS</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-handled-by-connected-to-agent-historical\\\">Contacts hold disconnect</a> </p> </dd> <dt>CONTACTS_ON_HOLD_AGENT_DISCONNECT</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-agent-disconnect-historical\\\">Contacts hold agent disconnect</a> </p> </dd> <dt>CONTACTS_ON_HOLD_CUSTOMER_DISCONNECT</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-customer-disconnect-historical\\\">Contacts hold customer disconnect</a> </p> </dd> <dt>CONTACTS_PUT_ON_HOLD</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-customer-disconnect-historical\\\">Contacts put on hold</a> </p> </dd> <dt>CONTACTS_TRANSFERRED_OUT_EXTERNAL</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-external-historical\\\">Contacts transferred out external</a> </p> </dd> <dt>CONTACTS_TRANSFERRED_OUT_INTERNAL</dt> <dd> <p>Unit: Percent</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-internal-historical\\\">Contacts transferred out internal</a> </p> </dd> <dt>CONTACTS_QUEUED</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-queued-historical\\\">Contacts queued</a> </p> </dd> <dt>CONTACTS_QUEUED_BY_ENQUEUE</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-queued-by-enqueue-historical\\\">Contacts queued (enqueue timestamp)</a> </p> </dd> <dt>CONTACTS_RESOLVED_IN_X</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>Threshold: For <code>ThresholdValue</code> enter any whole number from 1 to 604800 (inclusive), in seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for \\\"Less than\\\").</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-resolved-historical\\\">Contacts resolved in X</a> </p> </dd> <dt>CONTACTS_TRANSFERRED_OUT</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-historical\\\">Contacts transferred out</a> </p> <note> <p>Feature is a valid filter but not a valid grouping.</p> </note> </dd> <dt>CONTACTS_TRANSFERRED_OUT_BY_AGENT</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-by-agent-historical\\\">Contacts transferred out by agent</a> </p> </dd> <dt>CONTACTS_TRANSFERRED_OUT_FROM_QUEUE</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-by-agent-historical\\\">Contacts transferred out queue</a> </p> </dd> <dt>CURRENT_CASES</dt> <dd> <p>Unit: Count</p> <p>Required filter key: CASE_TEMPLATE_ARN</p> <p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#current-cases-historical\\\">Current cases</a> </p> </dd> <dt>FLOWS_OUTCOME</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#flows-outcome-historical\\\">Flows outcome</a> </p> </dd> <dt>FLOWS_STARTED</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows resource ID, Initiation method, Resource published timestamp</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#flows-started-historical\\\">Flows started</a> </p> </dd> <dt>MAX_FLOW_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#maximum-flow-time-historical\\\">Maximum flow time</a> </p> </dd> <dt>MAX_QUEUED_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#maximum-queued-time-historical\\\">Maximum queued time</a> </p> </dd> <dt>MIN_FLOW_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#minimum-flow-time-historical\\\">Minimum flow time</a> </p> </dd> <dt>PERCENT_CASES_FIRST_CONTACT_RESOLVED</dt> <dd> <p>Unit: Percent</p> <p>Required filter key: CASE_TEMPLATE_ARN</p> <p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-resolved-first-contact-historical\\\">Cases resolved on first contact</a> </p> </dd> <dt>PERCENT_CONTACTS_STEP_EXPIRED</dt> <dd> <p>Unit: Percent</p> <p>Valid groupings and filters: Queue, RoutingStepExpression</p> <p>UI name: Not available </p> </dd> <dt>PERCENT_CONTACTS_STEP_JOINED</dt> <dd> <p>Unit: Percent</p> <p>Valid groupings and filters: Queue, RoutingStepExpression</p> <p>UI name: Not available </p> </dd> <dt>PERCENT_FLOWS_OUTCOME</dt> <dd> <p>Unit: Percent</p> <p>Valid metric filter key: <code>FLOWS_OUTCOME_TYPE</code> </p> <p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#flows-outcome-percentage-historical\\\">Flows outcome percentage</a>.</p> <note> <p>The <code>FLOWS_OUTCOME_TYPE</code> is not a valid grouping.</p> </note> </dd> <dt>PERCENT_NON_TALK_TIME</dt> <dd> <p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p> <p>Unit: Percentage</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ntt-historical\\\">Non-talk time percent</a> </p> </dd> <dt>PERCENT_TALK_TIME</dt> <dd> <p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p> <p>Unit: Percentage</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#tt-historical\\\">Talk time percent</a> </p> </dd> <dt>PERCENT_TALK_TIME_AGENT</dt> <dd> <p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p> <p>Unit: Percentage</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ttagent-historical\\\">Agent talk time percent</a> </p> </dd> <dt>PERCENT_TALK_TIME_CUSTOMER</dt> <dd> <p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p> <p>Unit: Percentage</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ttcustomer-historical\\\">Customer talk time percent</a> </p> </dd> <dt>REOPENED_CASE_ACTIONS</dt> <dd> <p>Unit: Count</p> <p>Required filter key: CASE_TEMPLATE_ARN</p> <p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-reopened-historical\\\">Cases reopened</a> </p> </dd> <dt>RESOLVED_CASE_ACTIONS</dt> <dd> <p>Unit: Count</p> <p>Required filter key: CASE_TEMPLATE_ARN</p> <p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-resolved-historicall\\\">Cases resolved</a> </p> </dd> <dt>SERVICE_LEVEL</dt> <dd> <p>You can include up to 20 SERVICE_LEVEL metrics in a request.</p> <p>Unit: Percent</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Q in Connect</p> <p>Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for \\\"Less than\\\"). </p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#service-level-historical\\\">Service level X</a> </p> </dd> <dt>STEP_CONTACTS_QUEUED</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, RoutingStepExpression</p> <p>UI name: Not available</p> </dd> <dt>SUM_AFTER_CONTACT_WORK_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#acw-historical\\\">After contact work time</a> </p> </dd> <dt>SUM_CONNECTING_TIME_AGENT</dt> <dd> <p>Unit: Seconds</p> <p>Valid metric filter key: <code>INITIATION_METHOD</code>. This metric only supports the following filter keys as <code>INITIATION_METHOD</code>: <code>INBOUND</code> | <code>OUTBOUND</code> | <code>CALLBACK</code> | <code>API</code> </p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#htm-agent-api-connecting-time\\\">Agent API connecting time</a> </p> <note> <p>The <code>Negate</code> key in Metric Level Filters is not applicable for this metric.</p> </note> </dd> <dt>SUM_CONTACT_FLOW_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-flow-time-historical\\\">Contact flow time</a> </p> </dd> <dt>SUM_CONTACT_TIME_AGENT</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-on-contact-time-historical\\\">Agent on contact time</a> </p> </dd> <dt>SUM_CONTACTS_DISCONNECTED </dt> <dd> <p>Valid metric filter key: <code>DISCONNECT_REASON</code> </p> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-disconnected-historical\\\">Contact disconnected</a> </p> </dd> <dt>SUM_ERROR_STATUS_TIME_AGENT</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#error-status-time-historical\\\">Error status time</a> </p> </dd> <dt>SUM_HANDLE_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-handle-time-historical\\\">Contact handle time</a> </p> </dd> <dt>SUM_HOLD_TIME</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#customer-hold-time-historical\\\">Customer hold time</a> </p> </dd> <dt>SUM_IDLE_TIME_AGENT</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-idle-time-historica\\\">Agent idle time</a> </p> </dd> <dt>SUM_INTERACTION_AND_HOLD_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-interaction-hold-time-historical\\\">Agent interaction and hold time</a> </p> </dd> <dt>SUM_INTERACTION_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-interaction-time-historical\\\">Agent interaction time</a> </p> </dd> <dt>SUM_NON_PRODUCTIVE_TIME_AGENT</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#npt-historical\\\">Non-Productive Time</a> </p> </dd> <dt>SUM_ONLINE_TIME_AGENT</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#online-time-historical\\\">Online time</a> </p> </dd> <dt>SUM_RETRY_CALLBACK_ATTEMPTS</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#callback-attempts-historical\\\">Callback attempts</a> </p> </dd> </dl>\"\
+          \"documentation\":\"<p>The metrics to retrieve. Specify the name, groupings, and filters for each metric. The following historical metrics are available. For a description of each metric, see <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html\\\">Historical metrics definitions</a> in the <i>Amazon Connect Administrator Guide</i>.</p> <dl> <dt>ABANDONMENT_RATE</dt> <dd> <p>Unit: Percent</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#abandonment-rate-historical\\\">Abandonment rate</a> </p> </dd> <dt>AGENT_ADHERENT_TIME</dt> <dd> <p>This metric is available only in Amazon Web Services Regions where <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#optimization_region\\\">Forecasting, capacity planning, and scheduling</a> is available.</p> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy </p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#adherent-time-historical\\\">Adherent time</a> </p> </dd> <dt>AGENT_ANSWER_RATE</dt> <dd> <p>Unit: Percent</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-answer-rate-historical\\\">Agent answer rate</a> </p> </dd> <dt>AGENT_NON_ADHERENT_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#non-adherent-time\\\">Non-adherent time</a> </p> </dd> <dt>AGENT_NON_RESPONSE</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy </p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-non-response\\\">Agent non-response</a> </p> </dd> <dt>AGENT_NON_RESPONSE_WITHOUT_CUSTOMER_ABANDONS</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p> <p>Data for this metric is available starting from October 1, 2023 0:00:00 GMT.</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-nonresponse-no-abandon-historical\\\">Agent non-response without customer abandons</a> </p> </dd> <dt>AGENT_OCCUPANCY</dt> <dd> <p>Unit: Percentage</p> <p>Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy </p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#occupancy-historical\\\">Occupancy</a> </p> </dd> <dt>AGENT_SCHEDULE_ADHERENCE</dt> <dd> <p>This metric is available only in Amazon Web Services Regions where <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#optimization_region\\\">Forecasting, capacity planning, and scheduling</a> is available.</p> <p>Unit: Percent</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#adherence-historical\\\">Adherence</a> </p> </dd> <dt>AGENT_SCHEDULED_TIME</dt> <dd> <p>This metric is available only in Amazon Web Services Regions where <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#optimization_region\\\">Forecasting, capacity planning, and scheduling</a> is available.</p> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#scheduled-time-historical\\\">Scheduled time</a> </p> </dd> <dt>AVG_ABANDON_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-queue-abandon-time-historical\\\">Average queue abandon time</a> </p> </dd> <dt>AVG_ACTIVE_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-active-time-historical\\\">Average active time</a> </p> </dd> <dt>AVG_AFTER_CONTACT_WORK_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid metric filter key: <code>INITIATION_METHOD</code> </p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-acw-time-historical\\\">Average after contact work time</a> </p> <note> <p>Feature is a valid filter but not a valid grouping.</p> </note> </dd> <dt>AVG_AGENT_CONNECTING_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid metric filter key: <code>INITIATION_METHOD</code>. For now, this metric only supports the following as <code>INITIATION_METHOD</code>: <code>INBOUND</code> | <code>OUTBOUND</code> | <code>CALLBACK</code> | <code>API</code> </p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#htm-avg-agent-api-connecting-time\\\">Average agent API connecting time</a> </p> <note> <p>The <code>Negate</code> key in Metric Level Filters is not applicable for this metric.</p> </note> </dd> <dt>AVG_AGENT_PAUSE_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-pause-time-historical\\\">Average agent pause time</a> </p> </dd> <dt>AVG_CASE_RELATED_CONTACTS</dt> <dd> <p>Unit: Count</p> <p>Required filter key: CASE_TEMPLATE_ARN</p> <p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-contacts-case-historical\\\">Average contacts per case</a> </p> </dd> <dt>AVG_CASE_RESOLUTION_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Required filter key: CASE_TEMPLATE_ARN</p> <p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-case-resolution-time-historical\\\">Average case resolution time</a> </p> </dd> <dt>AVG_CONTACT_DURATION</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-contact-duration-historical\\\">Average contact duration</a> </p> <note> <p>Feature is a valid filter but not a valid grouping.</p> </note> </dd> <dt>AVG_CONVERSATION_DURATION</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-conversation-duration-historical\\\">Average conversation duration</a> </p> </dd> <dt>AVG_FLOW_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-flow-time-historical\\\">Average flow time</a> </p> </dd> <dt>AVG_GREETING_TIME_AGENT</dt> <dd> <p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-greeting-time-agent-historical\\\">Average agent greeting time</a> </p> </dd> <dt>AVG_HANDLE_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, RoutingStepExpression</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-handle-time-historical\\\">Average handle time</a> </p> <note> <p>Feature is a valid filter but not a valid grouping.</p> </note> </dd> <dt>AVG_HOLD_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-customer-hold-time-historical\\\">Average customer hold time</a> </p> <note> <p>Feature is a valid filter but not a valid grouping.</p> </note> </dd> <dt>AVG_HOLD_TIME_ALL_CONTACTS</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#avg-customer-hold-time-all-contacts-historical\\\">Average customer hold time all contacts</a> </p> </dd> <dt>AVG_HOLDS</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-holds-historical\\\">Average holds</a> </p> <note> <p>Feature is a valid filter but not a valid grouping.</p> </note> </dd> <dt>AVG_INTERACTION_AND_HOLD_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-interaction-customer-hold-time-historical\\\">Average agent interaction and customer hold time</a> </p> </dd> <dt>AVG_INTERACTION_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid metric filter key: <code>INITIATION_METHOD</code> </p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-agent-interaction-time-historical\\\">Average agent interaction time</a> </p> <note> <p>Feature is a valid filter but not a valid grouping.</p> </note> </dd> <dt>AVG_INTERRUPTIONS_AGENT</dt> <dd> <p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-interruptions-agent-historical\\\">Average agent interruptions</a> </p> </dd> <dt>AVG_INTERRUPTION_TIME_AGENT</dt> <dd> <p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-interruptions-time-agent-historical\\\">Average agent interruption time</a> </p> </dd> <dt>AVG_NON_TALK_TIME</dt> <dd> <p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html##average-non-talk-time-historical\\\">Average non-talk time</a> </p> </dd> <dt>AVG_QUEUE_ANSWER_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-queue-answer-time-historical\\\">Average queue answer time</a> </p> <note> <p>Feature is a valid filter but not a valid grouping.</p> </note> </dd> <dt>AVG_RESOLUTION_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-resolution-time-historical\\\">Average resolution time</a> </p> </dd> <dt>AVG_TALK_TIME</dt> <dd> <p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-historical\\\">Average talk time</a> </p> </dd> <dt>AVG_TALK_TIME_AGENT</dt> <dd> <p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-agent-historical\\\">Average agent talk time</a> </p> </dd> <dt>AVG_TALK_TIME_CUSTOMER</dt> <dd> <p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#average-talk-time-customer-historical\\\">Average customer talk time</a> </p> </dd> <dt>CASES_CREATED</dt> <dd> <p>Unit: Count</p> <p>Required filter key: CASE_TEMPLATE_ARN</p> <p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html##cases-created-historical\\\">Cases created</a> </p> </dd> <dt>CONTACTS_CREATED</dt> <dd> <p>Unit: Count</p> <p>Valid metric filter key: <code>INITIATION_METHOD</code> </p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-created-historical\\\">Contacts created</a> </p> <note> <p>Feature is a valid filter but not a valid grouping.</p> </note> </dd> <dt>CONTACTS_HANDLED</dt> <dd> <p>Unit: Count</p> <p>Valid metric filter key: <code>INITIATION_METHOD</code>, <code>DISCONNECT_REASON</code> </p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#api-contacts-handled-historical\\\">API contacts handled</a> </p> <note> <p>Feature is a valid filter but not a valid grouping.</p> </note> </dd> <dt>CONTACTS_HANDLED_BY_CONNECTED_TO_AGENT</dt> <dd> <p>Unit: Count</p> <p>Valid metric filter key: <code>INITIATION_METHOD</code> </p> <p>Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-handled-by-connected-to-agent-historical\\\">Contacts handled (connected to agent timestamp)</a> </p> </dd> <dt>CONTACTS_HOLD_ABANDONS</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-handled-by-connected-to-agent-historical\\\">Contacts hold disconnect</a> </p> </dd> <dt>CONTACTS_ON_HOLD_AGENT_DISCONNECT</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-agent-disconnect-historical\\\">Contacts hold agent disconnect</a> </p> </dd> <dt>CONTACTS_ON_HOLD_CUSTOMER_DISCONNECT</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-customer-disconnect-historical\\\">Contacts hold customer disconnect</a> </p> </dd> <dt>CONTACTS_PUT_ON_HOLD</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-hold-customer-disconnect-historical\\\">Contacts put on hold</a> </p> </dd> <dt>CONTACTS_TRANSFERRED_OUT_EXTERNAL</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-external-historical\\\">Contacts transferred out external</a> </p> </dd> <dt>CONTACTS_TRANSFERRED_OUT_INTERNAL</dt> <dd> <p>Unit: Percent</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-internal-historical\\\">Contacts transferred out internal</a> </p> </dd> <dt>CONTACTS_QUEUED</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-queued-historical\\\">Contacts queued</a> </p> </dd> <dt>CONTACTS_QUEUED_BY_ENQUEUE</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-queued-by-enqueue-historical\\\">Contacts queued (enqueue timestamp)</a> </p> </dd> <dt>CONTACTS_REMOVED_FROM_QUEUE_IN_X</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Q in Connect</p> <p>Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for \\\"Less than\\\").</p> <p>UI name: This metric is not available in Amazon Connect admin website. </p> </dd> <dt>CONTACTS_RESOLVED_IN_X</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>Threshold: For <code>ThresholdValue</code> enter any whole number from 1 to 604800 (inclusive), in seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for \\\"Less than\\\").</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-resolved-historical\\\">Contacts resolved in X</a> </p> </dd> <dt>CONTACTS_TRANSFERRED_OUT</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Feature, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-historical\\\">Contacts transferred out</a> </p> <note> <p>Feature is a valid filter but not a valid grouping.</p> </note> </dd> <dt>CONTACTS_TRANSFERRED_OUT_BY_AGENT</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-by-agent-historical\\\">Contacts transferred out by agent</a> </p> </dd> <dt>CONTACTS_TRANSFERRED_OUT_FROM_QUEUE</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-transferred-out-by-agent-historical\\\">Contacts transferred out queue</a> </p> </dd> <dt>CURRENT_CASES</dt> <dd> <p>Unit: Count</p> <p>Required filter key: CASE_TEMPLATE_ARN</p> <p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#current-cases-historical\\\">Current cases</a> </p> </dd> <dt>FLOWS_OUTCOME</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#flows-outcome-historical\\\">Flows outcome</a> </p> </dd> <dt>FLOWS_STARTED</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows resource ID, Initiation method, Resource published timestamp</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#flows-started-historical\\\">Flows started</a> </p> </dd> <dt>MAX_FLOW_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#maximum-flow-time-historical\\\">Maximum flow time</a> </p> </dd> <dt>MAX_QUEUED_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#maximum-queued-time-historical\\\">Maximum queued time</a> </p> </dd> <dt>MIN_FLOW_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#minimum-flow-time-historical\\\">Minimum flow time</a> </p> </dd> <dt>PERCENT_CASES_FIRST_CONTACT_RESOLVED</dt> <dd> <p>Unit: Percent</p> <p>Required filter key: CASE_TEMPLATE_ARN</p> <p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-resolved-first-contact-historical\\\">Cases resolved on first contact</a> </p> </dd> <dt>PERCENT_CONTACTS_STEP_EXPIRED</dt> <dd> <p>Unit: Percent</p> <p>Valid groupings and filters: Queue, RoutingStepExpression</p> <p>UI name: This metric is available in Real-time Metrics UI but not on the Historical Metrics UI.</p> </dd> <dt>PERCENT_CONTACTS_STEP_JOINED</dt> <dd> <p>Unit: Percent</p> <p>Valid groupings and filters: Queue, RoutingStepExpression</p> <p>UI name: This metric is available in Real-time Metrics UI but not on the Historical Metrics UI.</p> </dd> <dt>PERCENT_FLOWS_OUTCOME</dt> <dd> <p>Unit: Percent</p> <p>Valid metric filter key: <code>FLOWS_OUTCOME_TYPE</code> </p> <p>Valid groupings and filters: Channel, contact/segmentAttributes/connect:Subtype, Flow type, Flows module resource ID, Flows next resource ID, Flows next resource queue ID, Flows outcome type, Flows resource ID, Initiation method, Resource published timestamp</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#flows-outcome-percentage-historical\\\">Flows outcome percentage</a>.</p> <note> <p>The <code>FLOWS_OUTCOME_TYPE</code> is not a valid grouping.</p> </note> </dd> <dt>PERCENT_NON_TALK_TIME</dt> <dd> <p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p> <p>Unit: Percentage</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ntt-historical\\\">Non-talk time percent</a> </p> </dd> <dt>PERCENT_TALK_TIME</dt> <dd> <p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p> <p>Unit: Percentage</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#tt-historical\\\">Talk time percent</a> </p> </dd> <dt>PERCENT_TALK_TIME_AGENT</dt> <dd> <p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p> <p>Unit: Percentage</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ttagent-historical\\\">Agent talk time percent</a> </p> </dd> <dt>PERCENT_TALK_TIME_CUSTOMER</dt> <dd> <p>This metric is available only for contacts analyzed by Contact Lens conversational analytics.</p> <p>Unit: Percentage</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#ttcustomer-historical\\\">Customer talk time percent</a> </p> </dd> <dt>REOPENED_CASE_ACTIONS</dt> <dd> <p>Unit: Count</p> <p>Required filter key: CASE_TEMPLATE_ARN</p> <p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-reopened-historical\\\">Cases reopened</a> </p> </dd> <dt>RESOLVED_CASE_ACTIONS</dt> <dd> <p>Unit: Count</p> <p>Required filter key: CASE_TEMPLATE_ARN</p> <p>Valid groupings and filters: CASE_TEMPLATE_ARN, CASE_STATUS</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#cases-resolved-historical\\\">Cases resolved</a> </p> </dd> <dt>SERVICE_LEVEL</dt> <dd> <p>You can include up to 20 SERVICE_LEVEL metrics in a request.</p> <p>Unit: Percent</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Q in Connect</p> <p>Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for \\\"Less than\\\"). </p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#service-level-historical\\\">Service level X</a> </p> </dd> <dt>STEP_CONTACTS_QUEUED</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, RoutingStepExpression</p> <p>UI name: This metric is available in Real-time Metrics UI but not on the Historical Metrics UI.</p> </dd> <dt>SUM_AFTER_CONTACT_WORK_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#acw-historical\\\">After contact work time</a> </p> </dd> <dt>SUM_CONNECTING_TIME_AGENT</dt> <dd> <p>Unit: Seconds</p> <p>Valid metric filter key: <code>INITIATION_METHOD</code>. This metric only supports the following filter keys as <code>INITIATION_METHOD</code>: <code>INBOUND</code> | <code>OUTBOUND</code> | <code>CALLBACK</code> | <code>API</code> </p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#htm-agent-api-connecting-time\\\">Agent API connecting time</a> </p> <note> <p>The <code>Negate</code> key in Metric Level Filters is not applicable for this metric.</p> </note> </dd> <dt>SUM_CONTACTS_ABANDONED</dt> <dd> <p>Unit: Count</p> <p>Metric filter: </p> <ul> <li> <p>Valid values: <code>API</code>| <code>Incoming</code> | <code>Outbound</code> | <code>Transfer</code> | <code>Callback</code> | <code>Queue_Transfer</code>| <code>Disconnect</code> </p> </li> </ul> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, RoutingStepExpression, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-abandoned-historical\\\">Contact abandoned</a> </p> </dd> <dt>SUM_CONTACTS_ABANDONED_IN_X</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for \\\"Less than\\\"). </p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-abandoned-x-historical\\\">Contacts abandoned in X seconds</a> </p> </dd> <dt>SUM_CONTACTS_ANSWERED_IN_X</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>Threshold: For <code>ThresholdValue</code>, enter any whole number from 1 to 604800 (inclusive), in seconds. For <code>Comparison</code>, you must enter <code>LT</code> (for \\\"Less than\\\"). </p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contacts-answered-x-historical\\\">Contacts answered in X seconds</a> </p> </dd> <dt>SUM_CONTACT_FLOW_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-flow-time-historical\\\">Contact flow time</a> </p> </dd> <dt>SUM_CONTACT_TIME_AGENT</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-on-contact-time-historical\\\">Agent on contact time</a> </p> </dd> <dt>SUM_CONTACTS_DISCONNECTED </dt> <dd> <p>Valid metric filter key: <code>DISCONNECT_REASON</code> </p> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-disconnected-historical\\\">Contact disconnected</a> </p> </dd> <dt>SUM_ERROR_STATUS_TIME_AGENT</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#error-status-time-historical\\\">Error status time</a> </p> </dd> <dt>SUM_HANDLE_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#contact-handle-time-historical\\\">Contact handle time</a> </p> </dd> <dt>SUM_HOLD_TIME</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#customer-hold-time-historical\\\">Customer hold time</a> </p> </dd> <dt>SUM_IDLE_TIME_AGENT</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-idle-time-historica\\\">Agent idle time</a> </p> </dd> <dt>SUM_INTERACTION_AND_HOLD_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-interaction-hold-time-historical\\\">Agent interaction and hold time</a> </p> </dd> <dt>SUM_INTERACTION_TIME</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#agent-interaction-time-historical\\\">Agent interaction time</a> </p> </dd> <dt>SUM_NON_PRODUCTIVE_TIME_AGENT</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#npt-historical\\\">Non-Productive Time</a> </p> </dd> <dt>SUM_ONLINE_TIME_AGENT</dt> <dd> <p>Unit: Seconds</p> <p>Valid groupings and filters: Routing Profile, Agent, Agent Hierarchy</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#online-time-historical\\\">Online time</a> </p> </dd> <dt>SUM_RETRY_CALLBACK_ATTEMPTS</dt> <dd> <p>Unit: Count</p> <p>Valid groupings and filters: Queue, Channel, Routing Profile, contact/segmentAttributes/connect:Subtype, Q in Connect</p> <p>UI name: <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics-definitions.html#callback-attempts-historical\\\">Callback attempts</a> </p> </dd> </dl>\"\
         },\
         \"NextToken\":{\
           \"shape\":\"NextToken2500\",\
@@ -14965,6 +14988,16 @@ - (NSString *)definitionString {
       }\
     },\
     \"Long\":{\"type\":\"long\"},\
+    \"MatchCriteria\":{\
+      \"type\":\"structure\",\
+      \"members\":{\
+        \"AgentsCriteria\":{\
+          \"shape\":\"AgentsCriteria\",\
+          \"documentation\":\"<p>An object to define <code>AgentIds</code>.</p>\"\
+        }\
+      },\
+      \"documentation\":\"<p>An object to define <code>AgentsCriteria</code>.</p>\"\
+    },\
     \"MaxResult10\":{\
       \"type\":\"integer\",\
       \"max\":10,\
@@ -15348,6 +15381,11 @@ - (NSString *)definitionString {
       },\
       \"documentation\":\"<p>The type of notification recipient.</p>\"\
     },\
+    \"NullableProficiencyLevel\":{\
+      \"type\":\"float\",\
+      \"max\":5.0,\
+      \"min\":1.0\
+    },\
     \"NumberReference\":{\
       \"type\":\"structure\",\
       \"members\":{\
@@ -18254,7 +18292,7 @@ - (NSString *)definitionString {
         },\
         \"SearchableContactAttributes\":{\
           \"shape\":\"SearchableContactAttributes\",\
-          \"documentation\":\"<p>The search criteria based on user-defined contact attributes that have been configured for contact search. For more information, see <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/search-custom-attributes.html\\\">Search by customer contact attributes</a> in the <i>Amazon Connect Administrator Guide</i>.</p> <important> <p>To use <code>SearchableContactAttributes</code> in a search request, the <code>GetContactAttributes</code> action is required to perform an API request. For more information, see <a href=\\\"https://docs.aws.amazon.com/service-authorization/latest/reference/list_amazonconnect.html#amazonconnect-actions-as-permissions\\\">https://docs.aws.amazon.com/service-authorization/latest/reference/list_amazonconnect.html#amazonconnect-actions-as-permissions</a>Actions defined by Amazon Connect.</p> </important>\"\
+          \"documentation\":\"<p>The search criteria based on user-defined contact attributes that have been configured for contact search. For more information, see <a href=\\\"https://docs.aws.amazon.com/connect/latest/adminguide/search-custom-attributes.html\\\">Search by custom contact attributes</a> in the <i>Amazon Connect Administrator Guide</i>.</p> <important> <p>To use <code>SearchableContactAttributes</code> in a search request, the <code>GetContactAttributes</code> action is required to perform an API request. For more information, see <a href=\\\"https://docs.aws.amazon.com/service-authorization/latest/reference/list_amazonconnect.html#amazonconnect-actions-as-permissions\\\">https://docs.aws.amazon.com/service-authorization/latest/reference/list_amazonconnect.html#amazonconnect-actions-as-permissions</a>Actions defined by Amazon Connect.</p> </important>\"\
         }\
       },\
       \"documentation\":\"<p>A structure of search criteria to be used to return contacts.</p>\"\
@@ -19155,7 +19193,7 @@ - (NSString *)definitionString {
           \"documentation\":\"<p>An ascending or descending sort.</p>\"\
         }\
       },\
-      \"documentation\":\"<p>A structure that defineds the field name to sort by and a sort order.</p>\"\
+      \"documentation\":\"<p>A structure that defines the field name to sort by and a sort order.</p>\"\
     },\
     \"SortOrder\":{\
       \"type\":\"string\",\
diff --git a/AWSConnect/AWSConnectService.h b/AWSConnect/AWSConnectService.h
index bf3f7f7ba97..40f6ff2108c 100644
--- a/AWSConnect/AWSConnectService.h
+++ b/AWSConnect/AWSConnectService.h
@@ -3045,7 +3045,7 @@ FOUNDATION_EXPORT NSString *const AWSConnectSDKVersion;
 - (void)getTrafficDistribution:(AWSConnectGetTrafficDistributionRequest *)request completionHandler:(void (^ _Nullable)(AWSConnectGetTrafficDistributionResponse * _Nullable response, NSError * _Nullable error))completionHandler;
 
 /**
- <p>Imports a claimed phone number from an external service, such as Amazon Pinpoint, into an Amazon Connect instance. You can call this API only in the same Amazon Web Services Region where the Amazon Connect instance was created.</p>
+ <p>Imports a claimed phone number from an external service, such as Amazon Pinpoint, into an Amazon Connect instance. You can call this API only in the same Amazon Web Services Region where the Amazon Connect instance was created.</p><important><p>Call the <a href="https://docs.aws.amazon.com/connect/latest/APIReference/API_DescribePhoneNumber.html">DescribePhoneNumber</a> API to verify the status of a previous <code>ImportPhoneNumber</code> operation. </p></important><p>If you plan to claim or import numbers and then release numbers frequently, contact us for a service quota exception. Otherwise, it is possible you will be blocked from claiming and releasing any more numbers until up to 180 days past the oldest number released has expired. </p><p> By default you can claim or import and then release up to 200% of your maximum number of active phone numbers. If you claim or import and then release phone numbers using the UI or API during a rolling 180 day cycle that exceeds 200% of your phone number service level quota, you will be blocked from claiming or importing any more numbers until 180 days past the oldest number released has expired. </p><p>For example, if you already have 99 claimed or imported numbers and a service level quota of 99 phone numbers, and in any 180 day period you release 99, claim 99, and then release 99, you will have exceeded the 200% limit. At that point you are blocked from claiming any more numbers until you open an Amazon Web Services Support ticket. </p>
  
  @param request A container for the necessary parameters to execute the ImportPhoneNumber service method.
 
@@ -3057,7 +3057,7 @@ FOUNDATION_EXPORT NSString *const AWSConnectSDKVersion;
 - (AWSTask<AWSConnectImportPhoneNumberResponse *> *)importPhoneNumber:(AWSConnectImportPhoneNumberRequest *)request;
 
 /**
- <p>Imports a claimed phone number from an external service, such as Amazon Pinpoint, into an Amazon Connect instance. You can call this API only in the same Amazon Web Services Region where the Amazon Connect instance was created.</p>
+ <p>Imports a claimed phone number from an external service, such as Amazon Pinpoint, into an Amazon Connect instance. You can call this API only in the same Amazon Web Services Region where the Amazon Connect instance was created.</p><important><p>Call the <a href="https://docs.aws.amazon.com/connect/latest/APIReference/API_DescribePhoneNumber.html">DescribePhoneNumber</a> API to verify the status of a previous <code>ImportPhoneNumber</code> operation. </p></important><p>If you plan to claim or import numbers and then release numbers frequently, contact us for a service quota exception. Otherwise, it is possible you will be blocked from claiming and releasing any more numbers until up to 180 days past the oldest number released has expired. </p><p> By default you can claim or import and then release up to 200% of your maximum number of active phone numbers. If you claim or import and then release phone numbers using the UI or API during a rolling 180 day cycle that exceeds 200% of your phone number service level quota, you will be blocked from claiming or importing any more numbers until 180 days past the oldest number released has expired. </p><p>For example, if you already have 99 claimed or imported numbers and a service level quota of 99 phone numbers, and in any 180 day period you release 99, claim 99, and then release 99, you will have exceeded the 200% limit. At that point you are blocked from claiming any more numbers until you open an Amazon Web Services Support ticket. </p>
  
  @param request A container for the necessary parameters to execute the ImportPhoneNumber service method.
  @param completionHandler The completion handler to call when the load request is complete.
@@ -4742,7 +4742,7 @@ FOUNDATION_EXPORT NSString *const AWSConnectSDKVersion;
 - (void)startAttachedFileUpload:(AWSConnectStartAttachedFileUploadRequest *)request completionHandler:(void (^ _Nullable)(AWSConnectStartAttachedFileUploadResponse * _Nullable response, NSError * _Nullable error))completionHandler;
 
 /**
- <p>Initiates a flow to start a new chat for the customer. Response of this API provides a token required to obtain credentials from the <a href="https://docs.aws.amazon.com/connect-participant/latest/APIReference/API_CreateParticipantConnection.html">CreateParticipantConnection</a> API in the Amazon Connect Participant Service.</p><p>When a new chat contact is successfully created, clients must subscribe to the participant’s connection for the created chat within 5 minutes. This is achieved by invoking <a href="https://docs.aws.amazon.com/connect-participant/latest/APIReference/API_CreateParticipantConnection.html">CreateParticipantConnection</a> with WEBSOCKET and CONNECTION_CREDENTIALS. </p><p>A 429 error occurs in the following situations:</p><ul><li><p>API rate limit is exceeded. API TPS throttling returns a <code>TooManyRequests</code> exception.</p></li><li><p>The <a href="https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html">quota for concurrent active chats</a> is exceeded. Active chat throttling returns a <code>LimitExceededException</code>.</p></li></ul><p>If you use the <code>ChatDurationInMinutes</code> parameter and receive a 400 error, your account may not support the ability to configure custom chat durations. For more information, contact Amazon Web Services Support. </p><p>For more information about chat, see <a href="https://docs.aws.amazon.com/connect/latest/adminguide/chat.html">Chat</a> in the <i>Amazon Connect Administrator Guide</i>.</p>
+ <p>Initiates a flow to start a new chat for the customer. Response of this API provides a token required to obtain credentials from the <a href="https://docs.aws.amazon.com/connect-participant/latest/APIReference/API_CreateParticipantConnection.html">CreateParticipantConnection</a> API in the Amazon Connect Participant Service.</p><p>When a new chat contact is successfully created, clients must subscribe to the participant’s connection for the created chat within 5 minutes. This is achieved by invoking <a href="https://docs.aws.amazon.com/connect-participant/latest/APIReference/API_CreateParticipantConnection.html">CreateParticipantConnection</a> with WEBSOCKET and CONNECTION_CREDENTIALS. </p><p>A 429 error occurs in the following situations:</p><ul><li><p>API rate limit is exceeded. API TPS throttling returns a <code>TooManyRequests</code> exception.</p></li><li><p>The <a href="https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html">quota for concurrent active chats</a> is exceeded. Active chat throttling returns a <code>LimitExceededException</code>.</p></li></ul><p>If you use the <code>ChatDurationInMinutes</code> parameter and receive a 400 error, your account may not support the ability to configure custom chat durations. For more information, contact Amazon Web Services Support. </p><p>For more information about chat, see the following topics in the <i>Amazon Connect Administrator Guide</i>: </p><ul><li><p><a href="https://docs.aws.amazon.com/connect/latest/adminguide/web-and-mobile-chat.html">Concepts: Web and mobile messaging capabilities in Amazon Connect</a></p></li><li><p><a href="https://docs.aws.amazon.com/connect/latest/adminguide/security-best-practices.html#bp-security-chat">Amazon Connect Chat security best practices</a></p></li></ul>
  
  @param request A container for the necessary parameters to execute the StartChatContact service method.
 
@@ -4754,7 +4754,7 @@ FOUNDATION_EXPORT NSString *const AWSConnectSDKVersion;
 - (AWSTask<AWSConnectStartChatContactResponse *> *)startChatContact:(AWSConnectStartChatContactRequest *)request;
 
 /**
- <p>Initiates a flow to start a new chat for the customer. Response of this API provides a token required to obtain credentials from the <a href="https://docs.aws.amazon.com/connect-participant/latest/APIReference/API_CreateParticipantConnection.html">CreateParticipantConnection</a> API in the Amazon Connect Participant Service.</p><p>When a new chat contact is successfully created, clients must subscribe to the participant’s connection for the created chat within 5 minutes. This is achieved by invoking <a href="https://docs.aws.amazon.com/connect-participant/latest/APIReference/API_CreateParticipantConnection.html">CreateParticipantConnection</a> with WEBSOCKET and CONNECTION_CREDENTIALS. </p><p>A 429 error occurs in the following situations:</p><ul><li><p>API rate limit is exceeded. API TPS throttling returns a <code>TooManyRequests</code> exception.</p></li><li><p>The <a href="https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html">quota for concurrent active chats</a> is exceeded. Active chat throttling returns a <code>LimitExceededException</code>.</p></li></ul><p>If you use the <code>ChatDurationInMinutes</code> parameter and receive a 400 error, your account may not support the ability to configure custom chat durations. For more information, contact Amazon Web Services Support. </p><p>For more information about chat, see <a href="https://docs.aws.amazon.com/connect/latest/adminguide/chat.html">Chat</a> in the <i>Amazon Connect Administrator Guide</i>.</p>
+ <p>Initiates a flow to start a new chat for the customer. Response of this API provides a token required to obtain credentials from the <a href="https://docs.aws.amazon.com/connect-participant/latest/APIReference/API_CreateParticipantConnection.html">CreateParticipantConnection</a> API in the Amazon Connect Participant Service.</p><p>When a new chat contact is successfully created, clients must subscribe to the participant’s connection for the created chat within 5 minutes. This is achieved by invoking <a href="https://docs.aws.amazon.com/connect-participant/latest/APIReference/API_CreateParticipantConnection.html">CreateParticipantConnection</a> with WEBSOCKET and CONNECTION_CREDENTIALS. </p><p>A 429 error occurs in the following situations:</p><ul><li><p>API rate limit is exceeded. API TPS throttling returns a <code>TooManyRequests</code> exception.</p></li><li><p>The <a href="https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html">quota for concurrent active chats</a> is exceeded. Active chat throttling returns a <code>LimitExceededException</code>.</p></li></ul><p>If you use the <code>ChatDurationInMinutes</code> parameter and receive a 400 error, your account may not support the ability to configure custom chat durations. For more information, contact Amazon Web Services Support. </p><p>For more information about chat, see the following topics in the <i>Amazon Connect Administrator Guide</i>: </p><ul><li><p><a href="https://docs.aws.amazon.com/connect/latest/adminguide/web-and-mobile-chat.html">Concepts: Web and mobile messaging capabilities in Amazon Connect</a></p></li><li><p><a href="https://docs.aws.amazon.com/connect/latest/adminguide/security-best-practices.html#bp-security-chat">Amazon Connect Chat security best practices</a></p></li></ul>
  
  @param request A container for the necessary parameters to execute the StartChatContact service method.
  @param completionHandler The completion handler to call when the load request is complete.
@@ -4817,7 +4817,7 @@ FOUNDATION_EXPORT NSString *const AWSConnectSDKVersion;
 - (void)startContactRecording:(AWSConnectStartContactRecordingRequest *)request completionHandler:(void (^ _Nullable)(AWSConnectStartContactRecordingResponse * _Nullable response, NSError * _Nullable error))completionHandler;
 
 /**
- <p> Initiates real-time message streaming for a new chat contact.</p><p> For more information about message streaming, see <a href="https://docs.aws.amazon.com/connect/latest/adminguide/chat-message-streaming.html">Enable real-time chat message streaming</a> in the <i>Amazon Connect Administrator Guide</i>.</p>
+ <p> Initiates real-time message streaming for a new chat contact.</p><p> For more information about message streaming, see <a href="https://docs.aws.amazon.com/connect/latest/adminguide/chat-message-streaming.html">Enable real-time chat message streaming</a> in the <i>Amazon Connect Administrator Guide</i>.</p><p>For more information about chat, see the following topics in the <i>Amazon Connect Administrator Guide</i>: </p><ul><li><p><a href="https://docs.aws.amazon.com/connect/latest/adminguide/web-and-mobile-chat.html">Concepts: Web and mobile messaging capabilities in Amazon Connect</a></p></li><li><p><a href="https://docs.aws.amazon.com/connect/latest/adminguide/security-best-practices.html#bp-security-chat">Amazon Connect Chat security best practices</a></p></li></ul>
  
  @param request A container for the necessary parameters to execute the StartContactStreaming service method.
 
@@ -4829,7 +4829,7 @@ FOUNDATION_EXPORT NSString *const AWSConnectSDKVersion;
 - (AWSTask<AWSConnectStartContactStreamingResponse *> *)startContactStreaming:(AWSConnectStartContactStreamingRequest *)request;
 
 /**
- <p> Initiates real-time message streaming for a new chat contact.</p><p> For more information about message streaming, see <a href="https://docs.aws.amazon.com/connect/latest/adminguide/chat-message-streaming.html">Enable real-time chat message streaming</a> in the <i>Amazon Connect Administrator Guide</i>.</p>
+ <p> Initiates real-time message streaming for a new chat contact.</p><p> For more information about message streaming, see <a href="https://docs.aws.amazon.com/connect/latest/adminguide/chat-message-streaming.html">Enable real-time chat message streaming</a> in the <i>Amazon Connect Administrator Guide</i>.</p><p>For more information about chat, see the following topics in the <i>Amazon Connect Administrator Guide</i>: </p><ul><li><p><a href="https://docs.aws.amazon.com/connect/latest/adminguide/web-and-mobile-chat.html">Concepts: Web and mobile messaging capabilities in Amazon Connect</a></p></li><li><p><a href="https://docs.aws.amazon.com/connect/latest/adminguide/security-best-practices.html#bp-security-chat">Amazon Connect Chat security best practices</a></p></li></ul>
  
  @param request A container for the necessary parameters to execute the StartContactStreaming service method.
  @param completionHandler The completion handler to call when the load request is complete.
diff --git a/AWSConnectUnitTests/AWSConnectNSSecureCodingTests.m b/AWSConnectUnitTests/AWSConnectNSSecureCodingTests.m
index 7d91b8d8d5a..894ef21d4f6 100644
--- a/AWSConnectUnitTests/AWSConnectNSSecureCodingTests.m
+++ b/AWSConnectUnitTests/AWSConnectNSSecureCodingTests.m
@@ -31,6 +31,7 @@ - (void) test_AWSConnectAgentQualityMetrics API_AVAILABLE(ios(11));
 - (void) test_AWSConnectAgentStatus API_AVAILABLE(ios(11));
 - (void) test_AWSConnectAgentStatusReference API_AVAILABLE(ios(11));
 - (void) test_AWSConnectAgentStatusSummary API_AVAILABLE(ios(11));
+- (void) test_AWSConnectAgentsCriteria API_AVAILABLE(ios(11));
 - (void) test_AWSConnectAllowedCapabilities API_AVAILABLE(ios(11));
 - (void) test_AWSConnectAnalyticsDataAssociationResult API_AVAILABLE(ios(11));
 - (void) test_AWSConnectAnswerMachineDetectionConfig API_AVAILABLE(ios(11));
@@ -454,6 +455,7 @@ - (void) test_AWSConnectListViewVersionsRequest API_AVAILABLE(ios(11));
 - (void) test_AWSConnectListViewVersionsResponse API_AVAILABLE(ios(11));
 - (void) test_AWSConnectListViewsRequest API_AVAILABLE(ios(11));
 - (void) test_AWSConnectListViewsResponse API_AVAILABLE(ios(11));
+- (void) test_AWSConnectMatchCriteria API_AVAILABLE(ios(11));
 - (void) test_AWSConnectMediaConcurrency API_AVAILABLE(ios(11));
 - (void) test_AWSConnectMediaPlacement API_AVAILABLE(ios(11));
 - (void) test_AWSConnectMeeting API_AVAILABLE(ios(11));
@@ -796,6 +798,10 @@ - (void) test_AWSConnectAgentStatusSummary {
     [self validateSecureCodingForClass:[AWSConnectAgentStatusSummary class]];
 }
 
+- (void) test_AWSConnectAgentsCriteria {
+    [self validateSecureCodingForClass:[AWSConnectAgentsCriteria class]];
+}
+
 - (void) test_AWSConnectAllowedCapabilities {
     [self validateSecureCodingForClass:[AWSConnectAllowedCapabilities class]];
 }
@@ -2488,6 +2494,10 @@ - (void) test_AWSConnectListViewsResponse {
     [self validateSecureCodingForClass:[AWSConnectListViewsResponse class]];
 }
 
+- (void) test_AWSConnectMatchCriteria {
+    [self validateSecureCodingForClass:[AWSConnectMatchCriteria class]];
+}
+
 - (void) test_AWSConnectMediaConcurrency {
     [self validateSecureCodingForClass:[AWSConnectMediaConcurrency class]];
 }