Source note · How contact center platforms define service level and abandon and handle time differently
The Amazon Connect data lake reference query defines average handle time as the time from contact connection to ACW completion, averaging handle_time_ms over handled contacts only.
Checked 2026-10-02
Average time from contact connection to ACW completion.
- Vendor
- Amazon Web Services
- Product
- Amazon Connect
- Subsystem
- data lake
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-02
- Checked
- 2026-10-02
Sources
- Reference queries for the Connect Customer data lake — Amazon Web Services · tier 2 current vendor documentation · Agent performance metrics > Average handle time
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-aht-dl. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-aws-aht-dl
BibTeX
@misc{warmtransfer-claim-contact-center-metric-definition-differences-aws-aht-dl,
title = {How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-aws-aht-dl},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-aws-aht-dl},
note = {Source note contact-center-metric-definition-differences-aws-aht-dl, checked 2026-10-02}
}