Amazon Connect Customer now lets you view metrics by customer lifetime value and repeat-caller status
Now you can view your metrics across customer segments: customer lifetime value (LTV) and repeat callers. See how any metric differs for repeat callers versus the rest of your contacts, or how results hold up among your highest-LTV customers; so you can spot the groups trending the wrong way before it shows up in the aggregate. Where a segment is underperforming, you can act. Route high-LTV customers to your most effective people, adjust the knowledge bases and self-service flows that repeat callers are falling back from, or refine agent guidance for segments where satisfaction is slipping. The segment tells you where to look; the metrics tell you what to fix.
This feature is available in all AWS Regions where Amazon Connect Customer with Connect Customer Profiles is offered. To learn more, see the Connect Customer Administrator Guide. To learn more about Amazon Connect Customer, please visit the Connect Customer website.