Source note · How contact center platforms define service level and abandon and handle time differently
In Amazon Connect, Abandonment rate shows 0 when results are grouped by routing profile, because an abandoned contact never reaches an agent and so has no routing profile.
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, note on Routing Profile grouping
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-rp-abandon-0. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-aws-rp-abandon-0
BibTeX
@misc{warmtransfer-claim-contact-center-metric-definition-differences-aws-rp-abandon-0,
title = {How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-aws-rp-abandon-0},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-aws-rp-abandon-0},
note = {Source note contact-center-metric-definition-differences-aws-rp-abandon-0, checked 2026-10-02}
}