Amazon Connect Flow Metrics

A key feature of Amazon Connect is the easy to use drag and drop flow builder. This no-code application is the orchestration engine within so much of Amazon Connect's capabilities. The data this feature provides has been available since Amazon Connect was released, however this required engineering effort or 3rd party tools to make sense of the data.

Until now!

A couple of weeks ago the Connect product team released "Show Metrics", a feature that enables real-time access to rich data to better understand your customer experience, and no specialist tools or engineering required.

In this blog we're going to take a look at this new feature, let's dive in.

At a glance

To test the feature I created a simple contact flow that has most of the usual blocks, Get Customer Input (DTMF), Get customer Input (Amazon Q/LEX), Play Prompt, LEX, Set and loop. With this published I placed some calls (and chats).

This is the summary I get:

Amazon connect Contact Flow with Flow Metrics

Firstly, the data was quick to update maybe a minute (its not "live", but near real-time)

I really like the data that is provided, there are easy ways to toggle between

% of the inputs
% of the whole flow
No. of contacts in and out of the block

This is really useful.

Note: AWS have done a fantastic job of the documentation detailing all the features, do check out: Monitor flow performance with metrics in flow designer analytics mode. As a result I won't duplicate it here.

Some additional learnings

Flow versions and metrics

One of the gotchas is that the metrics are linked to the contact flow version. Therefore when you publish a new version, only new contacts' metrics will be shown. However, if you use the Audit History, you can can then see the metrics for that revision (Select a previous version and adjust the date range).

Get customer input (LEX)

Most customers want to provide deflection / self service, this can come in the form of "informational messages" provided by Play Prompts, or via Amazon Q/LEX. However, the Flow metrics show these deflections as "Incomplete" and in Yellow/Red based on the %.

Therefore a future improvement would be good to make some Flow Blocks configures as "Incomplete is good".

Note: With Bots you can use the Flows performance dashboard dashboard, to get your Bot performance. Not so that case for informational messages.

More than 100%

Yes, it is possible due to loops. So just watch out for that.

Watch out for

You need to be on "Unlimited AI" package to benefit from these.
- However, you can turn this on/off as you need, so whilst your getting set-up and redefining your customer experience, this would be a good time to benefits from these metrics
Metrics are available for 30 days
Take note that metrics are linked to the contact flow version

I can already tell some customers are going to want reporting of this data. "How many customers chose option X,Y this week compared to last week/month" For that custom reporting would still be needed using CloudWatch Log Insights.

Enjoy!