definition of dropped and disconnected participant in the flow performance dashboard

Question

For Dropped calls, does this include inbound calls where a caller (customer) is still their journey through the contact flow but deliberately disconnects the call before coming to a disconnect /termination block or waiting in a Customer queue flow etc. Is this classed as an abandoned call ?

For example if a caller just listens to the Welcome message and then disconnects before being routed to IVR options.

For Disconnected participant - is this when a caller is being disconnected by the contact flow; termination/disconnect block , disconnection when waiting in Customer queue flow, disconnects the call when interacting with an Agent. What other criteria is known as Disconnected participant ?

Abdullah · Answer

The above provided information is correct.

re:Post Agent · Answer

In Amazon Connect's flow performance dashboard, "Dropped" refers to contacts that started running within a specified time period but ended with the contact dropping from the flow before reaching a terminal block (a block intended to end the contact). This would include scenarios where a caller listens to the welcome message and then hangs up before being routed to IVR options. These are contacts that did not complete the intended flow path.

Regarding your question about abandoned calls: While "dropped" contacts represent incomplete flow executions, the term "abandoned" has a specific meaning in Amazon Connect. An abandoned contact specifically refers to a contact that was disconnected by the customer while waiting in a queue (before connecting to an agent). Contacts queued for callback are not counted as abandoned. The abandonment rate helps identify potential issues with long wait times or inefficient queue management.

For "Disconnected participant," Amazon Connect tracks various disconnect reasons that explain how a contact was terminated:

1. CUSTOMER_DISCONNECT: When the customer disconnects first
2. AGENT_DISCONNECT: When the agent disconnects while the contact is still on the call
3. CONTACT_FLOW_DISCONNECT: When the call is disconnected in a flow (via a disconnect/termination block)
4. CUSTOMER_NEVER_ARRIVED: When the customer never joined the contact
5. THIRD_PARTY_DISCONNECT: In a third-party call scenario
6. TELECOM_PROBLEM: Disconnection due to carrier issues or network problems
7. BARGED: When a manager disconnects the agent from the call
8. OTHER: Any reason not covered by the previous codes, such as disconnection via API

It's worth noting that disconnect reasons may not always be accurate when there are connectivity issues. For example, if an agent has connectivity problems causing the customer to hang up, this would still be recorded as CUSTOMER_DISCONNECT rather than reflecting the underlying connectivity issue.  
**Sources**  
[Flows and conversational bot performance dashboard - Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/flows-performance-dashboard.html)  
[Data model for Amazon Connect contact records - Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html)  
[Metric definitions in Amazon Connect - Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html)

definition of dropped and disconnected participant in the flow performance dashboard

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