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Outbound campaign metrics in Connect Customer - Amazon Connect Customer
Average dials per minuteAverage wait time after customer connectionCampaign contacts abandoned after XCampaign contacts abandoned after X rateCampaign contacts abandoned after X from greeting endCampaign contacts abandoned after X from greeting end rateCampaign contacts abandoned after X from greeting startCampaign contacts abandoned after X from greeting start rateCampaign contacts abandoned after X from system connectionCampaign contacts abandoned after X from system connection rateCampaign contacts connectedCampaign interactionsCampaign progress rateCampaign send attemptsCampaign send exclusionsDelivery attemptsDelivery attempt disposition rateHuman answeredRecipients attemptedRecipients interactedRecipients targeted

Outbound campaign metrics in Connect Customer

The following outbound campaign driven metrics are available on the outbound campaigns performance dashboard and by using the GetMetricDataV2 API.

Average dials per minute

This metric measures the average number of outbound campaign dials per minute for the specified start time and end time.

Metric type: Double

Metric category: Outbound campaigns driven metric

How to access using the Connect Customer API:

How to access using the Connect Customer admin website:

Notes:

  • This metric is available only for outbound campaigns that use the agent assisted voice and automated voice delivery modes.

  • Data for this metric is available starting from June 25, 2024 0:00:00 GMT.

Average wait time after customer connection

This metric measures the average duration of total wait time by the customer after they answer the outbound call through the Connect Customer dialer.

Metric type: String (hh:mm:ss)

Metric category: Outbound campaigns driven metric

How to access using the Connect Customer API:

  • GetMetricDataV2 API metric identifier: AVG_WAIT_TIME_AFTER_CUSTOMER_CONNECTION

Notes:

  • This metric is available only for outbound campaigns that use the agent assisted voice and automated voice delivery modes.

  • Data for this metric is available starting from June 25, 2024 0:00:00 GMT.

Campaign contacts abandoned after X

This metric counts the outbound campaign calls that were connected to a live customer but did not get connected to an agent within X seconds. The possible values for X are from 1 to 604800 inclusive. This metric is only available with answering machine detection enabled. For more information about answering machine detection, see Best practices for answering machine detection.

Metric type: Integer

Metric category: Outbound campaigns driven metric

How to access using the Connect Customer API:

  • GetMetricDataV2 API metric identifier: CAMPAIGN_CONTACTS_ABANDONED_AFTER_X

How to access using the Connect Customer admin website:

Notes:

  • This metric is available only for outbound campaigns using the agent assisted voice and automated voice delivery modes.

  • Data for this metric is available starting from June 25, 2024 0:00:00 GMT.

Campaign contacts abandoned after X rate

This metric measures the percentage of outbound campaign calls that were connected to a live customer but did not get connected to an agent within X seconds divided by the count of contacts connected to a live customer in an outbound campaign. The possible values for X are from 1 to 604800 inclusive.

Metric type: Percent

  • Min value: 0.00%

  • Min value: 100.00%

Metric category: Outbound campaigns driven metric

How to access using the Connect Customer API:

  • GetMetricDataV2 API metric identifier: CAMPAIGN_CONTACTS_ABANDONED_AFTER_X_RATE

How to access using the Connect Customer admin website:

Notes:

  • This metric is only available with answering machine detection enabled. For more information about answering machine detection, see Best practices for answering machine detection. This metric is available only for outbound campaigns using the agent assisted voice and automated voice delivery modes.

  • Data for this metric is available starting from June 25, 2024 0:00:00 GMT.

Campaign contacts abandoned after X from greeting end

This metric counts the outbound campaign calls that were connected to a live customer but did not get connected to an agent within X seconds from the greeting end timestamp. The greeting end timestamp marks when the outbound greeting message finished playing to the customer. The possible values for X are from 1 to 604800 inclusive.

Metric type: Integer

Metric category: Outbound campaigns driven metric

How to access using the Connect Customer API:

  • GetMetricDataV2 API metric identifier: CAMPAIGN_CONTACTS_ABANDONED_AFTER_X_FROM_GREETING_END

How to access using the Connect Customer admin website:

Notes

  • For AMD-enabled campaigns, only contacts with an answering machine detection status of HUMAN_ANSWERED are counted. For AMD-disabled campaigns, all connected contacts are counted.

  • This metric is available only for outbound campaigns using the agent assisted voice delivery mode.

  • Data for this metric is available starting from June 29, 2026, 04:43:45 UTC.

Campaign contacts abandoned after X from greeting end rate

This metric measures the percentage of outbound campaign calls that were connected to a live customer but did not get connected to an agent within X seconds from the greeting end timestamp, divided by the count of eligible connected campaign contacts. The possible values for X are from 1 to 604800 inclusive.

Metric type: Percent

  • Min value: 0.00%

  • Max value: 100.00%

Metric category: Outbound campaigns driven metric

How to access using the Connect Customer API:

  • GetMetricDataV2 API metric identifier: CAMPAIGN_CONTACTS_ABANDONED_AFTER_X_FROM_GREETING_END_RATE

How to access using the Connect Customer admin website:

Calculation logic:

  • (Campaign contacts abandoned after X from greeting end / Campaign contacts connected) * 100.0

Notes

  • For AMD-enabled campaigns, only contacts with an answering machine detection status of HUMAN_ANSWERED are counted in both the numerator and denominator. For AMD-disabled campaigns, all connected contacts are counted.

  • This metric is available only for outbound campaigns using the agent assisted voice delivery mode.

  • Data for this metric is available starting from June 29, 2026, 04:43:45 UTC.

Campaign contacts abandoned after X from greeting start

This metric counts the outbound campaign calls that were connected to a live customer but did not get connected to an agent within X seconds from the greeting start timestamp. The greeting start timestamp marks when the outbound greeting message began playing to the customer. The possible values for X are from 1 to 604800 inclusive.

Metric type: Integer

Metric category: Outbound campaigns driven metric

How to access using the Connect Customer API:

  • GetMetricDataV2 API metric identifier: CAMPAIGN_CONTACTS_ABANDONED_AFTER_X_FROM_GREETING_START

How to access using the Connect Customer admin website:

Notes

  • For AMD-enabled campaigns, only contacts with an answering machine detection status of HUMAN_ANSWERED are counted. For AMD-disabled campaigns, all connected contacts are counted.

  • This metric is available only for outbound campaigns using the agent assisted voice delivery mode.

  • Data for this metric is available starting from June 29, 2026, 04:43:45 UTC.

Campaign contacts abandoned after X from greeting start rate

This metric measures the percentage of outbound campaign calls that were connected to a live customer but did not get connected to an agent within X seconds from the greeting start timestamp, divided by the count of eligible connected campaign contacts. The possible values for X are from 1 to 604800 inclusive.

Metric type: Percent

  • Min value: 0.00%

  • Max value: 100.00%

Metric category: Outbound campaigns driven metric

How to access using the Connect Customer API:

  • GetMetricDataV2 API metric identifier: CAMPAIGN_CONTACTS_ABANDONED_AFTER_X_FROM_GREETING_START_RATE

How to access using the Connect Customer admin website:

Calculation logic:

  • (Campaign contacts abandoned after X from greeting start / Campaign contacts connected) * 100.0

Notes

  • For AMD-enabled campaigns, only contacts with an answering machine detection status of HUMAN_ANSWERED are counted in both the numerator and denominator. For AMD-disabled campaigns, all connected contacts are counted.

  • This metric is available only for outbound campaigns using the agent assisted voice delivery mode.

  • Data for this metric is available starting from June 29, 2026, 04:43:45 UTC.

Campaign contacts abandoned after X from system connection

This metric counts the outbound campaign calls that were connected to a live customer but did not get connected to an agent within X seconds from the system connection timestamp. The system connection timestamp marks when the outbound call was connected to the Connect Customer system (before greeting or agent connection). The possible values for X are from 1 to 604800 inclusive.

Metric type: Integer

Metric category: Outbound campaigns driven metric

How to access using the Connect Customer API:

  • GetMetricDataV2 API metric identifier: CAMPAIGN_CONTACTS_ABANDONED_AFTER_X_FROM_SYSTEM_CONNECTION

How to access using the Connect Customer admin website:

Notes

  • For AMD-enabled campaigns, only contacts with an answering machine detection status of HUMAN_ANSWERED are counted. For AMD-disabled campaigns, all connected contacts are counted.

  • This metric is available only for outbound campaigns using the agent assisted voice delivery mode.

  • Data for this metric is available starting from June 29, 2026, 04:43:45 UTC.

Campaign contacts abandoned after X from system connection rate

This metric measures the percentage of outbound campaign calls that were connected to a live customer but did not get connected to an agent within X seconds from the system connection timestamp, divided by the count of eligible connected campaign contacts. The possible values for X are from 1 to 604800 inclusive.

Metric type: Percent

  • Min value: 0.00%

  • Max value: 100.00%

Metric category: Outbound campaigns driven metric

How to access using the Connect Customer API:

  • GetMetricDataV2 API metric identifier: CAMPAIGN_CONTACTS_ABANDONED_AFTER_X_FROM_SYSTEM_CONNECTION_RATE

How to access using the Connect Customer admin website:

Calculation logic:

  • (Campaign contacts abandoned after X from system connection / Campaign contacts connected) * 100.0

Notes

  • For AMD-enabled campaigns, only contacts with an answering machine detection status of HUMAN_ANSWERED are counted in both the numerator and denominator. For AMD-disabled campaigns, all connected contacts are counted.

  • This metric is available only for outbound campaigns using the agent assisted voice delivery mode.

  • Data for this metric is available starting from June 29, 2026, 04:43:45 UTC.

Campaign contacts connected

This metric counts the outbound campaign contacts that were connected to the Connect Customer system and are eligible for abandonment rate calculation. For AMD-enabled campaigns, only contacts with an answering machine detection status of HUMAN_ANSWERED are counted. For AMD-disabled campaigns, all connected contacts are counted.

Metric type: Integer

Metric category: Outbound campaigns driven metric

How to access using the Connect Customer API:

How to access using the Connect Customer admin website:

Notes

  • For AMD-enabled campaigns, only contacts with an answering machine detection status of HUMAN_ANSWERED are counted. For AMD-disabled campaigns (where the answering machine detection status field is absent), all connected contacts are counted.

  • This metric is available only for outbound campaigns using the agent assisted voice delivery mode.

  • Data for this metric is available starting from June 29, 2026, 04:43:45 UTC.

Campaign interactions

This metric counts the outbound campaign interactions after a successful delivery attempt. Example interactions include Open, Click, and Complaint.

Metric type: Integer

Metric category: Outbound campaigns driven metric

How to access using the Connect Customer API:

Notes:

  • This metric is available only for outbound campaigns that use the email, WhatsApp, and web notification delivery modes.

  • For more details on the interaction event values, see campaign_event_type under Outbound Campaign Events in the Data Lake documentation.

  • Data for this metric is available starting from November 6, 2024 0:00:00 GMT for the Email delivery mode, December 2, 2025 0:00:00 GMT for the WhatsApp delivery mode, and May 28, 2026 0:00:00 GMT for the web notification delivery mode.

Campaign progress rate

This metric measures the percentage of outbound campaign recipients attempted for delivery, out of the total number of recipients targeted. This is calculated as: (Recipients attempted / Recipients targeted) * 100.

Metric type: Percent

  • Min value: 0.00%

  • Max value: 100.00%

Metric category: Outbound campaigns driven metric

How to access using the Connect Customer API:

Notes:

  • This metric is only available for outbound campaigns initiated using a customer segment. It is not available for event triggered campaigns.

  • Data for this metric is available starting from April 30, 2025 0:00:00 GMT.

Campaign send attempts

This metric counts the outbound campaign send requests sent by Connect Customer for delivery. A campaign send request represents a send attempt made to reach out to a recipient using the email, SMS, telephony, WhatsApp, or web notification delivery mode.

Metric type: Integer

Metric category: Outbound campaigns driven metric

How to access using the Connect Customer API:

How to access using the Connect Customer admin website:

Notes:

  • Data for this metric is available starting from November 6, 2024 0:00:00 GMT.

Campaign send exclusions

This metric measures the count of outbound campaign send attempts that were excluded from the targeted segment during a campaign execution. Example exclusion reasons: MISSING_TIMEZONE, MISSING_CHANNEL

Metric type: Integer

Metric category: Outbound campaigns driven metric

How to access using the Connect Customer API:

How to access using the Connect Customer admin website:

Notes:

  • For more details on the exclusion reasons, see campaign_event_type under Outbound Campaign Events in the Data Lake documentation.

  • Data for this metric is available starting from April 30, 2025 0:00:00 GMT.

Delivery attempts

This metric measures the delivery outcome of a campaign outreach attempt. The count of outbound campaign contact outcomes from the Connect Customer dialer, or the count of outbound campaign email, SMS, WhatsApp, or web notification message outcomes that were successfully sent to Connect Customer to be delivered.

Metric type: Integer

Metric category: Outbound campaigns driven metric

How to access using the Connect Customer API:

How to access using the Connect Customer admin website:

Notes:

  • For details about telephony disposition definitions, see DisconnectReason for outbound campaigns and AnsweringMachineDetectionStatus in the ContactTraceRecord.

  • For details about email, SMS, WhatsApp, and web notification disposition definitions, see campaign_event_type in the Outbound campaign events table.

  • Data for this metric is available starting from June 25, 2024 0:00:00 GMT for the Telephony delivery mode, November 6, 2024 0:00:00 GMT for the Email and SMS delivery modes, December 2, 2025 0:00:00 GMT for the WhatsApp delivery mode, and May 28, 2026 0:00:00 GMT for the web notification delivery mode.

Delivery attempt disposition rate

This metric measures the percentage of each delivery outcome from a campaign outreach. The percent of call classification by answering machine detection or disconnect reason from outbound campaign contacts executed by the Connect Customer dialer, or the percent of outbound campaign email, SMS, WhatsApp, or web notification message outcomes that were successfully sent to Connect Customer to be delivered.

Metric type: Percent

  • Min value: 0.00%

  • Max value: 100.00%

Metric category: Outbound campaigns driven metric

How to access using the Connect Customer API:

Notes:

  • Dispositions for the agent assisted voice and automated voice delivery modes are available with answering machine detection enabled.

  • For details about telephony disposition definitions, see DisconnectReason for outbound campaigns and AnsweringMachineDetectionStatus in the ContactTraceRecord.

  • For details about email, SMS, WhatsApp, and web notification disposition definitions, see campaign_event_type in the Outbound campaign events table.

  • Data for this metric is available starting from June 25, 2024 0:00:00 GMT for the Telephony delivery mode, November 6, 2024 0:00:00 GMT for the Email and SMS delivery modes, December 2, 2025 0:00:00 GMT for the WhatsApp delivery mode, and May 28, 2026 0:00:00 GMT for the web notification delivery mode.

Human answered

This metric counts the outbound campaign calls that were connected to a live customer. This metric is available only when answering machine detection is enabled.

Metric type: Integer

Metric category: Outbound campaigns driven metric

How to access using the Connect Customer API:

How to access using the Connect Customer admin website:

Notes:

  • This metric is available only for outbound campaigns that use the agent assisted voice and automated voice delivery modes.

  • Data for this metric is available starting from June 25, 2024 0:00:00 GMT.

Recipients attempted

This metric measures the approximate count of outbound campaign recipients attempted for delivery.

Metric type: Integer

Metric category: Outbound campaigns driven metric

How to access using the Connect Customer API:

How to access using the Connect Customer admin website:

Notes:

  • This metric is only available for outbound campaigns initiated using a customer segment. It is not available for event triggered campaigns.

  • Data for this metric is available starting from April 30, 2025 0:00:00 GMT.

Recipients interacted

This metric measures the approximate count of outbound campaign recipients who interacted with the engagement after a successful delivery attempt. Example interactions include: Open, Click, Complaint

Metric type: Integer

Metric category: Outbound campaigns driven metric

How to access using the Connect Customer API:

How to access using the Connect Customer admin website:

Notes:

  • This metric is only available for outbound campaigns initiated using a customer segment. It is not available for event triggered campaigns.

  • Data for this metric is available starting from April 30, 2025 0:00:00 GMT.

Recipients targeted

This metric measures the count of outbound campaign recipients identified as the target audience for the campaign.

Metric type: Integer

Metric category: Outbound campaigns driven metric

How to access using the Connect Customer API:

How to access using the Connect Customer admin website:

Notes:

  • This metric is only available for outbound campaigns initiated using a customer segment. It is not available for event triggered campaigns.

  • Data for this metric is available starting from April 30, 2025 0:00:00 GMT.