Amazon Connect Customer provides a library of standard metrics. Custom metrics let you go further; defining the measurements unique to your business. But managing them across various instances manually means definitions slowly drift until the numbers no longer align. A metric you can’t trust is worse than no metric at all, because people still make decisions on it.
Now you define a metric once and manage it programmatically through seven new API operations (CreateMetric, DeleteMetric, DescribeMetric, ListMetrics, SearchMetrics, UpdateMetricContent, and UpdateMetricMetadata) so your definitions stay consistent as you scale across queues, teams, and environments. For example, a customer experience leader noticing a drop in self-service completion rates can define a custom metric that tracks the percentage of interactions where customers abandon and request a live agent within 90 seconds. Using the API, an AI-powered operations assistant can automatically create the metric and publish it to a monitoring dashboard — no manual console work, no definition drift across environments. Every change is tracked in AWS CloudTrail, giving you a complete audit trail.
Categories: general:products/amazon-connect,marketing:marchitecture/contact-center
Source: Amazon Web Services
