Best practices for measuring agent connection time in Amazon Connect Outbound Campaigns

This article explains how to accurately measure agent connection time in Amazon Connect Outbound Campaigns with answering machine detection, revealing that perceived delays often stem from incorrect measurement methodology.

• Measure from greetingEndTimestamp to connectedToAgentTimestamp, not from call initiation, to capture actual customer wait time
• Correct measurement typically shows ~2 seconds connection time versus inflated 3-4 seconds with incorrect approach
• Use three-step diagnostic approach: measure overall time via Contact Events, break down flow execution via Contact Flow Logs, check audio establishment via CCP Logs
• Enable auto-accept calls to eliminate 0-5 seconds of manual acceptance delay, the largest source of variability
• Refactor synchronous Lambda calls to asynchronous patterns; disable or minimize whisper flows to reduce latency
• Position agents in same AWS Region as Connect instance using wired Ethernet for optimal performance

Correcting the measurement anchor point reveals Amazon Connect Outbound Campaigns perform significantly better than perceived, with optimization techniques achieving consistent industry-standard connection times.