Source note · Contact center KPI definitions and calculation
Amazon Connect calculates Abandonment rate as (Contacts abandoned / Contacts queued) x 100, where an abandoned contact is one the customer disconnected while in queue before being connected to an agent.
Checked 2026-09-24
- Vendor
- Amazon Web Services
- Product
- Amazon Connect
- Subsystem
- historical and real-time metrics
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-24
- Checked
- 2026-09-24
Sources
- Metrics definitions in Connect Customer — Amazon Web Services · tier 2 current vendor documentation · Abandonment rate > Calculation logic
Cite this note
APA
WarmTransfer. (2026, September 24). Contact center KPI definitions and calculation: source note contact-center-kpis-aws-abandonment-rate-formula. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-kpis-aws-abandonment-rate-formula
BibTeX
@misc{warmtransfer-claim-contact-center-kpis-aws-abandonment-rate-formula,
title = {Contact center KPI definitions and calculation: source note contact-center-kpis-aws-abandonment-rate-formula},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-kpis-aws-abandonment-rate-formula},
note = {Source note contact-center-kpis-aws-abandonment-rate-formula, checked 2026-09-24}
}