Source note · How contact center platforms define service level and abandon and handle time differently
The Amazon Connect data lake reference query for service level counts contacts that were handled with queue answer time at or under X and divides by all queued contacts, so abandoned contacts sit in the denominator and never in the numerator.
Checked 2026-10-02
- 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 · Contact and queue metrics > Service level (anchor data-lake-rq-service-level)
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-sl-dl-query. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-aws-sl-dl-query
BibTeX
@misc{warmtransfer-claim-contact-center-metric-definition-differences-aws-sl-dl-query,
title = {How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-aws-sl-dl-query},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-aws-sl-dl-query},
note = {Source note contact-center-metric-definition-differences-aws-sl-dl-query, checked 2026-10-02}
}