Connect LabAmazon Connect study

Bridge

CUIC and the Connect report are different clocks

Learn it in 5 minutes

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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

Visual

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CUIC and the Connect report are different clocks
Diagram SVGDiagram PNGDiagram HTMLFlow SVGFlow PNGFlow HTML

Write the crosswalk.

Worked example

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  1. Pick five metrics. SL, AHT, abandon, occupancy, volume.
  2. Name fields. On both sides.
  3. Pilot queue. Compare only that.
  4. Freeze. The definition.

What usually goes wrong: A red dashboard in week one that is only a formula change.

Quiz

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Question 1

Which term matches this description? Keeping the old platform and Connect both able to receive the number while you compare flows, reports, and failover.

Show the cited answer

Keeping the old platform and Connect both able to receive the number while you compare flows, reports, and failover. The term is Dual-run.

Set up Connect Customer Global Resiliency - Amazon Connect Customer AWS docs. last checked 2026-10

Question 2

Which term matches this description? Maps to Connect flow designer and the flow language JSON. Pitfall: Both are visual. Connect also exports a JSON flow language for migration between instances.

Show the cited answer

Maps to Connect flow designer and the flow language JSON. Pitfall: Both are visual. Connect also exports a JSON flow language for migration between instances. The term is Webex CC: Flow builder.

How Connect Customer uses routing profiles - Amazon Connect Customer AWS docs. last checked 2026-10

Question 3

Which term matches this description? Write one row per old object, with the Connect object and the pitfall.

Show the cited answer

Write one row per old object, with the Connect object and the pitfall. The term is The mapping table you put in the migration pack (1).

How Connect Customer uses routing profiles - Amazon Connect Customer AWS docs. last checked 2026-10

Sources

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confirm Metrics. AWS docs. last checked 2026-10. Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home.

The prose is a study paraphrase. Confirm this fact before relying on it.

Ecosystem

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Glossary

  • Calling search space CUCM's list of partitions a phone may dial. The Connect cousin is a routing profile, and they do not configure each other.
  • CSQ A UCCX contact service queue. Map it to a Connect queue, not to a routing profile.
  • Precision queue A UCCE queue with attribute steps. Map the steps to routing criteria, not to one flat skill group.
  • Finesse The Cisco agent desktop. The Connect cousins are the CCP, the agent workspace, and a Streams application.

Mind map

Open the Bridge mind map

Sister technologies

Migrations fail when a skill group, a script, and a Finesse gadget are all called 'the queue'.

Config and troubleshooting

A red dashboard in week one that is only a formula change.

CUCM, UCCX, and UCCE have no CloudFormation resource in this API. The objects you create on the Connect side are the queue, the routing profile, and the hours. Map the old skill group onto those, not onto a single queue name.

Queue RoutingProfile

CloudFormation study snippet
Resources:
  MigratedQueue:
    Type: AWS::Connect::Queue
    Properties:
      InstanceArn: !GetAtt CampusInstance.Arn
      Name: BillingSkill
      HoursOfOperationArn: !GetAtt OfficeHours.HoursOfOperationArn
      Description: Was a UCCE skill group. Priority now lives on the routing profile.

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.

Sources and go deeper

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