Amazon Connect Customer now includes case IDs and reference numbers in contact records, helping supervisors and analysts understand which customer issues drive contact volume. Cases track issues, such as refund requests or billing disputes, across interactions and teams. Supervisors can now identify the cases associated with an interaction directly on the Contact Details page without searching individual cases. Analysts can access the same information through the DescribeContact API and contact event streams to measure the number of interactions per case.

Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town). To learn more and get started, visit the Cases webpage and documentation.