Source note · IVR design practices
Amazon Connect calculates abandonment rate as contacts abandoned divided by contacts queued, times 100, and shows it as 0 when grouped by routing profile.
Checked 2026-09-25
- Vendor
- AWS
- Product
- Amazon Connect (Connect Customer)
- Subsystem
- metrics
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-25
- Checked
- 2026-09-25
Sources
- Metrics definitions in Connect Customer — Amazon Web Services · tier 2 current vendor documentation · Abandonment rate
Cite this note
APA
WarmTransfer. (2026, September 25). IVR design practices: source note ivr-design-practices-aws-abandon-rate-formula. WarmTransfer. https://warmtransfer.net/knowledge/claims/ivr-design-practices-aws-abandon-rate-formula
BibTeX
@misc{warmtransfer-claim-ivr-design-practices-aws-abandon-rate-formula,
title = {IVR design practices: source note ivr-design-practices-aws-abandon-rate-formula},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/ivr-design-practices-aws-abandon-rate-formula},
note = {Source note ivr-design-practices-aws-abandon-rate-formula, checked 2026-09-25}
}