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Amazon Connect Customer now provides routing step data in the analytics data lake

Published
September 23, 2026
https://aws.amazon.com/about-aws/whats-new/2026/09/amazon-connect-routing-step-data/

Amazon Connect Customer Updates

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 QuickSight to analyze trends, such as contacts queued and contacts joined at each routing step, without complex data pipelines.

Routing step data is available in all AWS regions where Amazon Connect Customer data lake is offered.

What to do

  • Utilize the data lake to analyze routing trends.
  • Leverage Amazon Athena and Amazon QuickSight for insights.

Source: AWS release notes




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