Amazon Connect launches new capabilities for measuring answered or abandoned contacts
Amazon Connect now provides the ability for businesses to define custom time thresholds between 1 second and 7 days for measuring the number of contacts answered or abandoned within a certain time duration in the real-time metrics page. For example, with these thresholds you can measure the number of contacts that abandoned within 4 seconds (also known as short abandons) to identify customers who picked the wrong IVR option or dialed the wrong number.
Amazon Connect now provides the ability for businesses to define custom time thresholds between 1 second and 7 days for measuring the number of contacts answered or abandoned within a certain time duration in the real-time metrics page. For example, with these thresholds you can measure the number of contacts that abandoned within 4 seconds (also known as short abandons) to identify customers who picked the wrong IVR option or dialed the wrong number.
This feature is available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London). To learn more and get started, visit the Amazon Connect website and the Metric Documentation.