Connect Customer Outbound Campaigns adds abandonment rate pacing controls

Amazon Connect Customer outbound campaigns now paces predictive dialing against an abandonment rate target. Administrators define when the abandonment clock starts, how many seconds without an agent counts as abandoned, and the window the rate is measured over. When a campaign reaches its target, the dialer switches to progressive dialing and places one call per available agent.

A collections team can start the clock when the person answering finishes their greeting, count a call as abandoned after [N] seconds without an agent, and measure the rate over a rolling 24-hour window. Seven new campaign metrics, for abandoned contacts and connected contacts, report that rate on the outbound campaigns performance dashboard, giving supervisors the measured rate against the target while the campaign runs.

Abandonment rate targets are available for predictive voice campaigns 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, see Outbound campaigns in the Amazon Connect Customer Administrator Guide. To get started, open the campaigns page in the Amazon Connect admin website.