Amazon Connect Customer now provides routing step data in the analytics data lake, making it easier for customers to generate insights from routing decisions. Using the data lake, customers can leverage Amazon Athena and Amazon Quick to analyze trends, such as contacts queued and contacts joined at each routing step, without complex data pipelines. For example, an analyst can now report on how contacts progressed through each routing step, identify where agent matching criteria were relaxed, and measure the impact of routing step configurations on wait times and agent utilization.

Routing step data is available in all AWS regions where Amazon Connect Customer data lake is offered. To learn more about Amazon Connect Customer data lake, see the Amazon Connect Customer Administrator Guide.  To learn more about Amazon Connect Customer, visit the Amazon Connect Customer website.