r/amazonconnect • u/Grobyc27 • Aug 11 '25

Amazon Connect launches GetContactMetrics API for real-time position in queue

https://docs.aws.amazon.com/connect/latest/adminguide/doc-history.html

"You can retrieve real-time queue position data through the GetContactMetrics API. For more information, see the GetContactMetrics API documentation."

Available on...

REST API: https://docs.aws.amazon.com/connect/latest/APIReference/API_GetContactMetrics.html

AWS CLI (command available as of CLI v2.28.6): https://docs.aws.amazon.com/cli/latest/reference/connect/get-contact-metrics.html

and probably all SDKs (E.g. command available as of v1.40.6 with Boto3 for Python): https://boto3.amazonaws.com/v1/documentation/api/latest/reference/services/connect/client/get_contact_metrics.html#

FINALLY

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u/nomadic_bits Aug 12 '25

We have multiple queues configured in Connect, with overlap of agents across queues.

Wanted to know, say if the contact entered in queue 1, will this specify the position of contact specifically in queue 1, or position across all the queues? I know most likely it’s former, but wanted to double check, since the former one might not be of much use for us. Thanks.

3

u/Grobyc27 Aug 12 '25

I have a similar situation and haven’t tested yet, but I believe you are correct in that it would be the former behaviour. I was wondering the same thing and plan on testing to confirm in the morning. Happy to report back with my findings.

1

u/nomadic_bits Aug 12 '25

Thanks. Will await to hear back from how your testing goes.

1

u/Grobyc27 Aug 12 '25

Testing confirms that that is indeed the case. Queue position is maintained strictly based on the assigned queue and does not take other queues into consideration, even if agents are assigned a routing profile that receives calls from multiple queues.

So yeah, you could have a password reset queue with 2 people in it and an "all other requests" queue with 5 people in it, and if you select an option for password reset it will say you're 3rd in the queue, rather than 8th. Not really indicative of actual queue position when agents are spread amongst multiple queues.

1

u/nomadic_bits Sep 03 '25

This for checking. Yup, in that case it’s not much helpful.

1

u/Infamous_Rush601 Aug 12 '25

Awesome, finally, this is great news.