Source note · How contact center platforms define service level and abandon and handle time differently
The Amazon Connect GetMetricData reference links the SERVICE_LEVEL metric's UI name to Average queue abandon time, which is a documentation labelling error rather than the metric's meaning.
inferred · Checked 2026-10-02
- Vendor
- Amazon Web Services
- Product
- Amazon Connect
- Subsystem
- GetMetricData API
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- as of 2026-10-02
- Status
- inferred
- Checked
- 2026-10-02
Sources
- GetMetricData - Amazon Connect API Reference — Amazon Web Services · tier 2 current vendor documentation · Request Body > HistoricalMetrics > SERVICE_LEVEL > UI name
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-label-err. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-aws-sl-label-err
BibTeX
@misc{warmtransfer-claim-contact-center-metric-definition-differences-aws-sl-label-err,
title = {How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-aws-sl-label-err},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-aws-sl-label-err},
note = {Source note contact-center-metric-definition-differences-aws-sl-label-err, checked 2026-10-02}
}