Amazon Connect now supports creation of custom metrics, enabling contact center supervisors to analyze tailored performance measurements without requiring technical skills. This feature provides a simple, no-code interface for performing mathematical operations (e.g., addition, subtraction, sum, average) on existing Connect data to build metrics that align with your organization’s specific business requirements. Custom metrics are available to use in the dashboards and APIs.
With custom metrics, you can track performance in ways that matter most to your business. For example, create average handle time metrics for premium versus standard customer segments, calculate total agent time on outbound calls by product line, or measure queue performance filtered by contact type such as callbacks versus incoming calls.
This new feature is available in all AWS regions where Amazon Connect is offered. To learn more about Amazon Connect custom metrics, see the Administrator Guide. To learn more about Amazon Connect, see the Amazon Connect website.
Categories: marketing:marchitecture/contact-center,marketing:marchitecture/analytics
Source: Amazon Web Services
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