Source note · Amazon Connect contact records and streams
No agent event reports ACW duration directly; AWS instructs deriving it as the STATE_CHANGE EventTimestamp at which the contact leaves the current snapshot minus the StateStartTimestamp of the contact's ENDED state.
Checked 2026-09-24
There's no event in the agent event stream that tells you how long a contact is in the After Contact Work (ACW) state
- Vendor
- Amazon Web Services
- Product
- Amazon Connect Customer
- Subsystem
- agent event streams
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-24
- Checked
- 2026-09-24
Sources
- Determine the contact center agent's ACW (After Contact Work) time — Amazon Web Services · tier 2 current vendor documentation · Opening paragraph and final calculation paragraph
Cite this note
APA
WarmTransfer. (2026, September 24). Amazon Connect contact records and streams: source note amazon-connect-data-aes-no-acw-event. WarmTransfer. https://warmtransfer.net/knowledge/claims/amazon-connect-data-aes-no-acw-event
BibTeX
@misc{warmtransfer-claim-amazon-connect-data-aes-no-acw-event,
title = {Amazon Connect contact records and streams: source note amazon-connect-data-aes-no-acw-event},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/amazon-connect-data-aes-no-acw-event},
note = {Source note amazon-connect-data-aes-no-acw-event, checked 2026-09-24}
}