# Contact Center Managers Can Now Just Chat With Their Data!

Hi, it's me, Shiichan! Today's AWS news is a nice one for anyone managing a contact center.

## What was announced?

AWS What's New announced a new capability for Amazon Connect Customer: managers can now ask questions about their data in plain language and get back the answer, the evidence behind it, and the fix — all in seconds.

## The story so far

Managers always had the data. What they didn't have was the time — digging through dashboards, figuring out what's driving performance, and deciding what to do next all took real effort.

## What changes

Amazon Connect Customer now does that digging for managers.

- It searches across **more than 150 metrics** spanning self-service, agent performance, and queue performance to find what matters
- It explains why something is happening
- It recommends the best next step

Managers can start broad and go deep in the same conversation. For example, if a manager asks which queues are the best candidates for automation, Amazon Connect Customer reviews where handle time and after-contact work run highest, then returns a prioritized list with confidence scores and projected impact. Work that used to take analysts, dashboards, and weeks of investigation now becomes a prioritized action plan in seconds.

## Dive Deep

This feature is available in every AWS Region where Amazon Connect Customer AI Agents are supported. More details are available in the product documentation.

## Wrap-up

- Amazon Connect Customer now lets managers chat with their data in plain language
- It searches across 150+ metrics spanning self-service, agent, and queue performance
- Answers come with evidence and a recommended next step, not just numbers
- A great fit for managers who run their contact center on day-to-day metrics.