Best practices for measuring agent connection time in Amazon Connect Outbound Campaigns
This post details best practices for accurately measuring agent connection time in Amazon Connect Outbound Campaigns, particularly when using Answering Machine Detection (AMD). It clarifies that correctly anchoring the measurement reveals connection times are consistently around 2 seconds, countering perceptions of longer waits. The guidance is crucial for contact center managers and architects aiming to optimize customer experience and diagnose performance issues, providing a structured approach for troubleshooting and performance improvement.
- →Measure agent connection time from the correct timestamp
- →Structured approach to identify causes of connection delays
- →Optimize Amazon Connect Outbound Campaigns for consistent performance
Notes (3) ›
- Measure agent connection time from the correct timestamp
Accurate measurement of agent connection time should start from `greetingEndTimestamp` rather than `connectedToSystemTimestamp`. The correct formula, `Agent Connection Time = connectedToAgentTimestamp − greetingEndTimestamp`, provides a true picture of customer wait time after they finish speaking, typically yielding results around 2 seconds.
- Structured approach to identify causes of connection delays
When agent connection times exceed 2 seconds, a three-step diagnostic process is recommended. This involves calculating overall connection time from Contact Events or CTR, breaking down flow execution time using Contact Flow Logs for AMD analysis and contact flow execution, and checking WebRTC audio establishment via CCP logs.
- Optimize Amazon Connect Outbound Campaigns for consistent performance
Several optimizations can ensure consistent performance, including enabling auto-accept calls to eliminate manual agent delay, minimizing whisper flows, refactoring synchronous AWS Lambda calls to asynchronous patterns, simplifying queue flows, enabling Persistent Connection, and ensuring agents are geographically close to the instance region with wired connections.
https://aws.amazon.com/blogs/contact-center/best-practices-for-measuring-agent-connection-time-in-amazon-connect-outbound-campaigns/
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