Amazon Connect Customer Expands Analytics with Routing Step Data in Data Lake

Amazon Connect Customer now includes routing step data in its analytics data lake, enabling detailed insight into contact routing performance.

By Lucas Hayes · Editorial pseudonym · 2026-09-23 · 1 min read

AI-ASSISTED REPORTING · RETROSPECTIVE ARCHIVE

Retrospective edition: 2026-09-23. Source published: 2026-09-23. Added to this archive: 2026-11-03. This briefing was prepared later from the linked announcement; it was not published on this website on the historical edition date.

Introducing routing step data allows analysts to examine metrics such as queued contacts and join rates through routing stages without complex pipelines, using Amazon Athena and Amazon QuickSight. This data helps identify where agent matching criteria are relaxed and measures impacts on wait times and agent utilization.

The enhancement supports optimization by revealing trends and bottlenecks in contact workflows. Routing step data is available in all Regions where the Connect Customer data lake operates, improving analytics capabilities for customer experience management.

Source & further reading

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

Source published 2026-09-23. 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.