Posted On: Oct 21, 2020
You can now add connection time metrics to your reporting in Amazon Connect. This enables you to understand the time from when Connect sends a contact to an agent to when they accept and are connected to the phone call or chat.
Connection Time Metrics are available in all AWS regions where Amazon Connect is offered. There is no additional charge to use these Metrics. To learn more about Amazon Connect, a self-service, omni-channel cloud contact center, please visit the Amazon Connect website.