Source note · How contact center platforms define service level and abandon and handle time differently
Amazon Connect models each agent-customer interaction as an independent contact segment with its own contact record, and a transfer leg is linked to the previous segment by previousContactId.
Checked 2026-10-02
A contact record is generated for each independent contact segment.
- Vendor
- Amazon Web Services
- Product
- Amazon Connect
- Subsystem
- contact records
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-02
- Checked
- 2026-10-02
Sources
- Model contact transfers and conferencing in Connect Customer — Amazon Web Services · tier 2 current vendor documentation · introductory bullet list before Workflow for warm transfer
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-xfer-segment. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-aws-xfer-segment
BibTeX
@misc{warmtransfer-claim-contact-center-metric-definition-differences-aws-xfer-segment,
title = {How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-aws-xfer-segment},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-aws-xfer-segment},
note = {Source note contact-center-metric-definition-differences-aws-xfer-segment, checked 2026-10-02}
}