Source note · Contact center KPI definitions and calculation
Amazon Connect Average active time is made up of agent interaction time, customer hold time and after contact work time.
Checked 2026-09-24
- Vendor
- Amazon Web Services
- Product
- Amazon Connect
- Subsystem
- metrics
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-24
- Checked
- 2026-09-24
Sources
- Metrics definitions (real-time metrics URL) — Amazon Web Services · tier 2 current vendor documentation · Average active time
Cite this note
APA
WarmTransfer. (2026, September 24). Contact center KPI definitions and calculation: source note contact-center-kpis-aws-avg-active-time-components. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-kpis-aws-avg-active-time-components
BibTeX
@misc{warmtransfer-claim-contact-center-kpis-aws-avg-active-time-components,
title = {Contact center KPI definitions and calculation: source note contact-center-kpis-aws-avg-active-time-components},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-kpis-aws-avg-active-time-components},
note = {Source note contact-center-kpis-aws-avg-active-time-components, checked 2026-09-24}
}