Amazon Connect Customer now lets you view metrics by customer lifetime value and repeat-caller status

New Feature: Customer Segment Metrics

You can now view your metrics across customer segments, including customer lifetime value (LTV) and repeat callers. This allows you to see how metrics differ for repeat callers versus the rest of your contacts and how results hold up among your highest-LTV customers. This helps you identify trends before they show up in the aggregate.

Where a segment is underperforming, you can take action by routing high-LTV customers to your most effective people, adjusting knowledge bases and self-service flows, or refining agent guidance for segments where satisfaction is slipping.

What to do

• Route high-LTV customers to your most effective people.
• Adjust knowledge bases and self-service flows for repeat callers.
• Refine agent guidance for segments where satisfaction is slipping.

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.

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