Amazon Connect Customer now enables creating, managing, and searching custom metrics via APIs

Amazon Connect Customer provides a standard library of metrics. Previously, managing custom metrics with differing definitions required manual effort and could lead to inconsistencies. This update adds seven new API operations (CreateMetric, DeleteMetric, DescribeMetric, ListMetrics, SearchMetrics, UpdateMetricContent, UpdateMetricMetadata) for centralized custom metric management, ensuring definition consistency and eliminating cross-environment discrepancies. For example, a customer experience leader can define a custom metric to track the percentage of customers requesting a live agent within 90 seconds when noticing a drop in self-service completion rates. Using the API, an AI-powered operations assistant can automatically create metrics and publish them to monitoring dashboards, eliminating manual console work and cross-environment definition inconsistencies. All changes are tracked in AWS CloudTrail, enabling complete audit trails.

Why it matters

Amazon Connect Customer is a cloud-based contact center platform for optimizing customer experience. This update enables consistent management of custom metrics, allowing accurate tracking of business-specific KPIs