Posted On: May 15, 2024

Amazon Connect Contact Lens now offers analytics for Flows and Flow Modules, enabling you to identify emergent issues (e.g., a spike in contacts unexpectedly dropping from a flow), monitor usage patterns (e.g., most used flows or modules, an increasing trend in duration), and measure the impact of configuration changes across your customer or agent experiences including guides and task automation. From the Flows performance dashboard, you can view and compare real-time and historical aggregated performance, trends, and insights over custom-defined time periods (e.g., week over week), helping you answer questions such as “how many contacts dropped out of my contact center before reaching a queue?” or “how long does it take for contacts to navigate through my end-customer self-service voice flow?” These metrics are also available programmatically via the existing GetMetricsDataV2 API.

These features are available in all AWS regions where Amazon Connect is available. To learn more about flow analytics and the flows performance dashboard, see the Amazon Connect Administrator Guide and Amazon Connect API Reference. To learn more about Amazon Connect, the AWS contact center as a service solution on the cloud, please visit the Amazon Connect website.