Source note · How contact center platforms define service level and abandon and handle time differently
Amazon Connect does not count contacts queued for callback as abandoned in the Abandonment rate metric.
Checked 2026-10-02
Contacts queued for callback are not counted as abandoned.
- 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, definition paragraph
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-cb-not-aband. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-aws-cb-not-aband
BibTeX
@misc{warmtransfer-claim-contact-center-metric-definition-differences-aws-cb-not-aband,
title = {How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-aws-cb-not-aband},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-aws-cb-not-aband},
note = {Source note contact-center-metric-definition-differences-aws-cb-not-aband, checked 2026-10-02}
}