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CUIC and the Connect report are different clocks — Learn it in 5 minutes
About five minutes of reading
If you do not write both formulas, the business will say the new platform is slower or faster than it is.
CUIC intervals, Genesys historical, and Avaya CMS all define handle time, abandon, and service level with small differences. Connect's queue duration and ACW are visible on the CTR. Build one table: old metric, new metric, included or excluded, source field.
Real-time boards will not match during dual-run because agents are split. Compare a pilot queue with itself, not the whole old center with the new pilot.
- Service level target seconds must match or you publish two truths.
- Transfers inflate contact counts. Deduplicate on the chain.
- Outbound and inbound should not share one AHT.
- The data lake is where you freeze the definition.
Number on this page: Table 1. Old metric, new field, what is included
Sources and go deeper
- confirm Metrics. AWS docs. last checked 2026-10. Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home.
- Connect Customer agent event streams - Amazon Connect Customer AWS docs. last checked 2026-10
- Call centre - Wikipedia Wikipedia. last checked 2026-10