Amazon Connect now supports you to associate custom attributes with interaction segments, ensuring reporting and analytics always reflect the true customer journey. Attributes such as business unit name, account type, or contact reason can be centrally managed with predetermined values and applied to contact records through flows or the UpdateContact API. This approach preserves accurate business context throughout customer journeys, particularly during transfers and multi-party communications. For example, a customer engagement that originates in the Support business unit and transitions to Sales: each distinct interaction segment maintains its precise business unit name, creating an accurate and comprehensive record of the customer journey.
This feature is available in all AWS regions where Amazon Connect is available. To learn more about using predefined attributes as contact segment attributes, see the Amazon Connect Administrator Guide. To learn more about Amazon Connect, the AWS contact center as a service solution on the cloud, please visit the Amazon Connect website.
Categories: marketing:marchitecture/messaging,general:products/amazon-connect,general:products/aws-govcloud-us
Source: Amazon Web Services
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