AWS Contact Center
Author: Abilashkumar P C
Abilashkumar P C is a Sr. Specialist Solutions Architect for Applied AI at Amazon Web Services, He works with customers to design and build resilient, AI-powered solutions across contact centers and conversational AI. He is passionate about chaos engineering, and partnering with enterprises to modernize customer experiences at scale.
Best practices for measuring agent connection time in Amazon Connect Outbound Campaigns
When using Amazon Connect Outbound Campaigns with answering machine detection (AMD), contact center managers often perceive long silence periods before customers connect to agents. This perception frequently stems from measuring agent connection time incorrectly starting the timer from when the call enters the system rather than from when the customer finishes speaking. By anchoring your […]