getContactMetrics

Retrieves contact metric data for a specified contact.

Use cases

Following are common use cases for position in queue and estimated wait time:

• Customer-Facing Wait Time Announcements - Display or announce the estimated wait time and position in queue to customers before or during their queue experience.

• Callback Offerings - Offer customers a callback option when the estimated wait time or position in queue exceeds a defined threshold.

• Queue Routing Decisions - Route incoming contacts to less congested queues by comparing estimated wait time and position in queue across multiple queues.

• Self-Service Deflection - Redirect customers to self-service options like chatbots or FAQs when estimated wait time is high or position in queue is unfavorable.

Important things to know

• Metrics are only available while the contact is actively in queue.

• For more information, see the Position in queue metric in the Amazon Connect Administrator Guide.

Endpoints: See Amazon Connect endpoints and quotas.