Amazon Connect now shows associated cases in contact records
Hi, it's Shiichan! Here's an update that takes contact center analytics a step further.
AWS What's New
aws.amazon.com
What was announced?
AWS What's New says Amazon Connect Customer now includes case IDs and reference numbers in contact records.
Cases track issues, such as refund requests or billing disputes, across interactions and teams.
Why it matters
The goal is to help supervisors and analysts understand which customer issues drive contact volume.
What changes
Here's who benefits and how:
- Supervisors: can identify the cases associated with an interaction directly on the Contact Details page, without searching individual cases
- Analysts: can get the same information through the DescribeContact API and contact event streams to measure the number of interactions per case
Dive Deep
Because the data is also available through the DescribeContact API and contact event streams, it's easy to feed into your analytics.
Cases is available in these Regions:
- US East (N. Virginia)
- US West (Oregon)
- Canada (Central)
- Europe (Frankfurt)
- Europe (London)
- Asia Pacific (Seoul)
- Asia Pacific (Singapore)
- Asia Pacific (Sydney)
- Asia Pacific (Tokyo)
- Africa (Cape Town)
See the Cases webpage and documentation for details.
Wrap-up
- Contact records now include case IDs and reference numbers
- The Contact Details page shows associated cases directly
- The DescribeContact API and event streams let you measure interactions per case
This is for people who run or analyze contact centers!