Source note · Contact center KPI definitions and calculation
Amazon Connect Average after contact work time averages Agent.AfterContactWorkDuration, counts 0 for contacts connected to an agent with no ACW, and excludes agent interaction time and customer hold time.
Checked 2026-09-24
- Vendor
- Amazon Web Services
- Product
- Amazon Connect
- Subsystem
- historical 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 · Average after contact work time > Calculation logic and Includes/Excludes
Cite this note
APA
WarmTransfer. (2026, September 24). Contact center KPI definitions and calculation: source note contact-center-kpis-aws-avg-acw-scope. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-kpis-aws-avg-acw-scope
BibTeX
@misc{warmtransfer-claim-contact-center-kpis-aws-avg-acw-scope,
title = {Contact center KPI definitions and calculation: source note contact-center-kpis-aws-avg-acw-scope},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-kpis-aws-avg-acw-scope},
note = {Source note contact-center-kpis-aws-avg-acw-scope, checked 2026-09-24}
}