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 metrics across customer segments, including customer lifetime value (LTV) and repeat callers. This allows you to see how metrics differ for repeat callers versus other contacts and identify underperforming segments before they impact overall results.

With this feature, you can:

• Spot groups trending negatively
• Route high-LTV customers to effective agents
• Adjust knowledge bases and self-service flows
• Refine agent guidance for slipping satisfaction

What to do

• Review segment metrics to identify areas needing attention
• Implement strategies to improve performance for underperforming segments

Source: AWS release notes

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