Source note · How contact center platforms define service level and abandon and handle time differently
Amazon Connect Average after contact work time averages over every contact record that has either an ACW duration or an agent-connected timestamp, counting connected contacts with no ACW as zero.
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 Average after contact work time, 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-acw-zero. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-aws-acw-zero
BibTeX
@misc{warmtransfer-claim-contact-center-metric-definition-differences-aws-acw-zero,
title = {How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-aws-acw-zero},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-aws-acw-zero},
note = {Source note contact-center-metric-definition-differences-aws-acw-zero, checked 2026-10-02}
}