Source note · How contact center platforms define service level and abandon and handle time differently
For Amazon Connect TRANSFER and QUEUE_TRANSFER contacts the InitiationTimestamp is when the transfer was initiated, not when the customer first called.
Checked 2026-10-02
For TRANSFER and QUEUE_TRANSFER, this is when the transfer was initiated.
- Vendor
- Amazon Web Services
- Product
- Amazon Connect
- Subsystem
- Contact API data type
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-02
- Checked
- 2026-10-02
Sources
- Contact - Amazon Connect API Reference — Amazon Web Services · tier 2 current vendor documentation · Contents > InitiationTimestamp
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-ts. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-aws-xfer-ts
BibTeX
@misc{warmtransfer-claim-contact-center-metric-definition-differences-aws-xfer-ts,
title = {How contact center platforms define service level and abandon and handle time differently: source note contact-center-metric-definition-differences-aws-xfer-ts},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-metric-definition-differences-aws-xfer-ts},
note = {Source note contact-center-metric-definition-differences-aws-xfer-ts, checked 2026-10-02}
}