Custom metrics now can be programmatically defined and administered via seven new API operations, helping organizations maintain consistent metric definitions and prevent drift over time as their contact centers scale. This empowers data-driven decisions by ensuring trust in customized performance indicators across multiple teams and queues.
Additionally, integrating metric management with AWS CloudTrail provides an audit trail for all metric changes, bolstering compliance and governance. The APIs enable automation scenarios, such as AI-based assistants dynamically creating metrics to monitor key operational phenomena without manual intervention.
Source & further reading
Amazon Connect Customer now lets you create, manage, and search custom metrics through APIs ↗Source published 2026-09-16. This report was prepared with AI assistance from the linked primary-source material. Claims and limitations should be checked against the original announcement or research.