Source note · Contact center KPI definitions and calculation
Amazon Connect documentation states that Agent idle time is used in occupancy calculations.
Checked 2026-09-24
It is used in occupancy calculations
- 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 · Agent idle time > note
Cite this note
APA
WarmTransfer. (2026, September 24). Contact center KPI definitions and calculation: source note contact-center-kpis-aws-idle-time-feeds-occupancy. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-kpis-aws-idle-time-feeds-occupancy
BibTeX
@misc{warmtransfer-claim-contact-center-kpis-aws-idle-time-feeds-occupancy,
title = {Contact center KPI definitions and calculation: source note contact-center-kpis-aws-idle-time-feeds-occupancy},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-kpis-aws-idle-time-feeds-occupancy},
note = {Source note contact-center-kpis-aws-idle-time-feeds-occupancy, checked 2026-09-24}
}