Metrics definitions in Connect Customer

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html

Published

unknown

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

AWS documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Abandon rate denominators differ by vendor: Amazon Connect divides by contacts queued, Genesys Cloud by offered, and Dynamics 365 uses the share of conversations not engaged. The same traffic can therefore produce different abandon rates. inferred in context
• Amazon Connect calculates Abandonment rate as (Contacts abandoned / Contacts queued) x 100, where an abandoned contact is one the customer disconnected while in queue before being connected to an agent. in context
• Amazon Connect Average after contact work time averages Agent.AfterContactWorkDuration, counts 0 for contacts connected to an agent with no ACW, and excludes agent interaction time and customer hold time. in context
• Amazon Connect Average contact duration is the per-contact DisconnectTimestamp minus InitiationTimestamp, averaged over contact records that have an initiation timestamp. in context
• Amazon Connect does not count contacts queued for callback as abandoned. in context
• Because Amazon Connect defines abandonment against contacts in queue, callers who hang up inside the IVR before reaching a queue are probably not counted in its abandonment rate and need to be measured separately. inferred in context
• Amazon Connect calculates abandonment rate as contacts abandoned divided by contacts queued, times 100, and shows it as 0 when grouped by routing profile. in context
• Amazon Connect counts a contact as abandoned when the customer disconnects while in queue before being connected to an agent, and contacts queued for callback are not counted as abandoned. in context

Cite this source record

APA

WarmTransfer. (2026, September 24). Metrics definitions in Connect Customer. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-metrics-definitions

BibTeX

@misc{warmtransfer-aws-connect-metrics-definitions,
  title  = {Metrics definitions in Connect Customer},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-metrics-definitions},
  note   = {Amazon Web Services, accessed 2026-09-24}
}