Source note · How contact center platforms define service level and abandon and handle time differently
Amazon Connect computes Abandonment rate as (Contacts abandoned / Contacts queued) * 100, where an abandoned contact is one the customer disconnected while in queue before connecting to an agent.
Checked 2026-10-02
- Vendor
- Amazon Web Services
- Product
- Amazon Connect
- Subsystem
- historical metrics
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-02
- Checked
- 2026-10-02
Sources
- Metrics definitions in Connect Customer — Amazon Web Services · tier 2 current vendor documentation · section Abandonment rate, Calculation logic
Cite this note
APA
WarmTransfer. (2026, October 2). How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-aws-abandon-rate. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-aws-abandon-rate
BibTeX
@misc{warmtransfer-claim-contact-center-metric-definition-differences-aws-abandon-rate,
title = {How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-aws-abandon-rate},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-aws-abandon-rate},
note = {Source note contact-center-metric-definition-differences-aws-abandon-rate, checked 2026-10-02}
}