Every second counts - especially on cloud contact centres The cost of a call is directly related to how long agents spend handling it. For cloud based contact centres such as Amazon Connect, every second counts and every second is charged for. Average Handling Time (AHT) is the KPI that contact centre managers watch constantly. The cost of a poor UI A poorly designed user interface (UI) can slow your agents down, so pushing up AHT and the cost of each call. Amy Harvey, the Principle Software Engineer with IDD Inc, writing in "Usability Geek", said: "A great UI is so seamless that we don't even think about it - we just use it, get what we need, and move on."