Connect Customer real-time metrics example for a queued callback flow

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/queued-callback-example.html

Published

unknown

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

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

Source notes citing this source

• In the vendor's agent first example the callback contact is initiated before the inbound contact is disconnected, the agent hears the agent whisper after accepting, the customer is dialed only after the agent whisper completes, and the customer hears the outbound whisper before being connected to the agent. in context
• On the callback contact record, Queue Duration includes the Initial delay plus the time spent waiting for an agent: in the vendor example a 99 second delay and a 21 second wait give a Queue Duration of 120 seconds. in context

Cite this source record

APA

WarmTransfer. (2026, September 30). Connect Customer real-time metrics example for a queued callback flow. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-queued-callback-example

BibTeX

@misc{warmtransfer-aws-connect-queued-callback-example,
  title  = {Connect Customer real-time metrics example for a queued callback flow},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-queued-callback-example},
  note   = {Amazon Web Services, accessed 2026-09-30}
}