Amazon Connect Customer now provides routing step data in the analytics data lake
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Amazon Connect now provides routing step data in the analytics data lake for easier insight generation from routing decisions.
- Analyze routing trends using Amazon Athena and Amazon QuickSight without complex pipelines
- Track contacts queued and joined at each routing step
- Report on contact progression through routing steps and identify agent matching criteria relaxation
- Measure impact of routing configurations on wait times and agent utilization
- Available in all AWS regions where Amazon Connect data lake is offered
This enhancement simplifies routing analytics and enables data-driven optimization of contact center operations.
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