Determine the contact center agent's ACW (After Contact Work) time

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/determine-acw-time.html

Published

unknown

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

AWS Site Terms; documentation copyright Amazon Web Services; no-redistribution; short excerpts and locators only

Source notes citing this source

• No agent event reports ACW duration directly; AWS instructs deriving it as the STATE_CHANGE EventTimestamp at which the contact leaves the current snapshot minus the StateStartTimestamp of the contact's ENDED state. in context

Cite this source record

APA

WarmTransfer. (2026, September 24). Determine the contact center agent's ACW (After Contact Work) time. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-determine-acw-time

BibTeX

@misc{warmtransfer-aws-connect-determine-acw-time,
  title  = {Determine the contact center agent's ACW (After Contact Work) time},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-determine-acw-time},
  note   = {Amazon Web Services, accessed 2026-09-24}
}