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Amazon Connect Customer Now Shows Every Routing Step Right in the Data Lake!

AWS What's New ★★★★ View Markdown
#aws#business#infrastructure

Hi, it's me, Shiichan! Today I've got an update from AWS What's New that should make contact center analysts smile.

AWS What's New aws.amazon.com

What was announced?

This is straight from AWS What's New. Amazon Connect Customer's analytics data lake now includes routing step data, making it easier to generate insights from routing decisions without building complex data pipelines. Once the data lands in the data lake, you can analyze it directly with Amazon Athena and Amazon Quick.

The story so far

The Amazon Connect Customer analytics data lake already existed, letting you store contact data and analyze it with tools like Athena. But if you wanted to trace how contacts moved through routing, step by step, such as how many were queued at a step and how many actually joined it, you previously had to build your own complex data pipeline to get that level of detail.

What changes

With this update, per-routing-step data is now available directly in the data lake, including:

  • Contacts queued at each step
  • Contacts joined at each step

That means analysts can now:

  • Report on how contacts progressed through each routing step
  • Identify where agent matching criteria were relaxed
  • Measure the impact of routing step configurations on wait times and agent utilization

For teams tuning routing logic or improving contact center operations, this gives them hard data instead of guesswork.

Dive Deep

Routing step data is available in every AWS region where the Amazon Connect Customer data lake is offered. The list of supported regions is documented in the regions page of the Amazon Connect Customer Administrator Guide. If you want to learn more about how the data lake works and the details of this new routing step data, that same Administrator Guide is the place to check.

Wrap-up

  • Amazon Connect Customer's analytics data lake now includes routing step data, such as contacts queued and contacts joined at each step
  • With Amazon Athena and Amazon Quick, you can analyze routing decisions without building complex data pipelines
  • You can also track where agent matching criteria were relaxed and how routing configurations affect wait times and agent utilization
  • It's available in every region where the Amazon Connect Customer data lake is offered
  • A great update for analysts and operations teams who want to dig deeper into contact center routing data!

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