Source note · Contact center KPI definitions and calculation
In the Amazon Connect GetMetricData API, QUEUE_ANSWER_TIME is reported in SECONDS with statistic AVG and maps to the UI metric Average queue answer time, Amazon Connect's name for the metric other vendors call ASA.
Checked 2026-09-24
- Vendor
- Amazon Web Services
- Product
- Amazon Connect
- Subsystem
- GetMetricData API
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- API 2017-08-08, current as of 2026-09-24
- Checked
- 2026-09-24
Sources
- GetMetricData - Amazon Connect API Reference — Amazon Web Services · tier 2 current vendor documentation · Request Body > HistoricalMetrics > QUEUE_ANSWER_TIME
Cite this note
APA
WarmTransfer. (2026, September 24). Contact center KPI definitions and calculation: source note contact-center-kpis-aws-api-queue-answer-time. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-kpis-aws-api-queue-answer-time
BibTeX
@misc{warmtransfer-claim-contact-center-kpis-aws-api-queue-answer-time,
title = {Contact center KPI definitions and calculation: source note contact-center-kpis-aws-api-queue-answer-time},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-kpis-aws-api-queue-answer-time},
note = {Source note contact-center-kpis-aws-api-queue-answer-time, checked 2026-09-24}
}