Source note · How contact center platforms define service level and abandon and handle time differently
All Amazon Connect data lake timestamps are UTC and the reference queries bucket contact metrics by disconnect timestamp.
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 · Best practices > Time zones; WHERE clauses of contact and queue queries
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-utc. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-aws-utc
BibTeX
@misc{warmtransfer-claim-contact-center-metric-definition-differences-aws-utc,
title = {How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-aws-utc},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-aws-utc},
note = {Source note contact-center-metric-definition-differences-aws-utc, checked 2026-10-02}
}