Source record · tier 2 current vendor documentation

Metrics definitions (real-time metrics URL)

Publisher: Amazon Web Services
URL: https://docs.aws.amazon.com/connect/latest/adminguide/real-time-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

Amazon Connect Average active time is made up of agent interaction time, customer hold time and after contact work time. in context
Amazon Connect documentation states that Agent idle time is used in occupancy calculations. in context

Cite this source record

APA

WarmTransfer. (2026, September 24). Metrics definitions (real-time metrics URL). WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-real-time-metrics-definitions

BibTeX

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