AWS First Steps
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New feature

Amazon Connect Customer now allows you to create, manage, and search custom metrics via APIs

Amazon Connect Customer introduces new APIs for programmatic creation, management, and search of custom metrics, ensuring consistent definitions across environments and eliminating manual drift

Amazon Connect Customer provides standard metrics, but custom metrics enable business-specific measurements. Manual management across instances causes definitions to drift and values to mismatch, which is worse than having no metrics. Seven new api operations (CreateMetric, DeleteMetric, DescribeMetric, ListMetrics, SearchMetrics, UpdateMetricContent, UpdateMetricMetadata) allow programmatic metric definition and management, ensuring consistent definitions as queues, teams, and environments scale. For example, a customer experience leader can define a custom metric to track the percentage of interactions where customers request a live agent within 90 seconds after 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 definition inconsistencies across environments. All changes are tracked in AWS CloudTrail, enabling complete audit trails.

Why it matters

Amazon Connect Customer is a cloud-based contact center solution for optimizing customer experience. This update enables consistent management of custom metrics, facilitating data-driven decision making based on business-specific KPIs

Read the original AWS announcement

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