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Amazon Connect Customer now provides routing step data in the analytics data lake

Amazon Connect Customer now offers routing step data in the analytics data lake, enabling customers to analyze routing decisions using Amazon Athena and Amazon Quick without complex data pipelines

Amazon Connect Customer now provides routing step data to the analytics data lake, enabling customers to analyze trends like queued and connected contacts per routing step using Amazon Athena or Amazon Quick without complex data pipelines. This allows analysts to report contact progress at each routing step, identify where agent adherence criteria are relaxed, and measure the impact of routing step configurations on wait times and agent utilization. Routing step data is available in all AWS regions where the Amazon Connect Customer data lake is provided. For more information, see the Amazon Connect Customer Administrator Guide or visit the Amazon Connect Customer website.

Why it matters

Amazon Connect Customer is an AWS service that helps manage and analyze customer contact centers. This update provides routing step data in the analytics data lake, making it easier to analyze routing decisions

Read the original AWS announcement

Related articles and terms

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