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Amazon QuickSight enhances SPICE ingestion performance by up to 4x with parallel ingestion

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Amazon QuickSight is excited to announce the enhancement of SPICE ingestion performance. Given SPICE’s support for datasets as large as 1TB or 1 billion rows, previously the ingestion process for large datasets could extend over several hours. The enhancement in ingestion performance leverages the parallel ingestion mechanism to significantly decrease the data refresh time for such large datasets. Users can anticipate a noticeable improvement, with an overall reduction in ingestion time of up to 75%, or 4x improvement in performance, for datasets that previously took more than three hours. Datasets utilizing Customer Managed Key will experience even greater performance enhancements. No alterations to the customer interface are required; the benefits of this feature will be seamlessly activated on the backend upon its launch.

Amazon Connect launches new capabilities for measuring answered or abandoned contacts

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Amazon Connect now provides the ability for businesses to define custom time thresholds between 1 second and 7 days for measuring the number of contacts answered or abandoned within a certain time duration in the real-time metrics page. For example, with these thresholds you can measure the number of contacts that abandoned within 4 seconds (also known as short abandons) to identify customers who picked the wrong IVR option or dialed the wrong number.

Customer Profiles launches calculated attributes that turn customer data into actionable insights

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Amazon Connect Customer Profiles now enables contact center managers to create calculated attributes that turn customer behavior data (e.g., contacts, orders, web visits) into actionable customer insights such as a customer’s preferred channel to drive dynamic routing, personalize IVRs, and provide agents with more relevant customer context. In the Amazon Connect admin website, contact center managers can create calculated attributes in a few clicks to identify recent customer actions (e.g., last order status), patterns of behavior (e.g., preferred channel, frequency of contact), and customer value (e.g., total orders value) without depending on engineering resources. Contact center managers can use calculated attributes with the Customer Profiles Flows block to design personalized customer experiences such as IVRs (e.g., use the last order to pre-emptively offer an IVR menu to check order status), routing (e.g., route to a different queue with the lower wait time for repeat callers), and surface them to agents through step-by-step guides. Calculated attributes are always kept up-to-date based on the latest customer data that Customer Profiles syncs and merges from across Amazon Connect, SaaS applications such as Salesforce, and databases.

Amazon Connect adds an additional 24 contact and agent metrics to access programmatically

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Amazon Connect now provides an additional 24 contact and agent performance metrics (e.g., agent answer rate, idle time, contact handle time) in the GetMetricDataV2 API , which were previously only available in the historical metrics UI. With these contact and agent metrics, businesses can create custom dashboards to help supervisors identify coaching opportunities for agents such as high hold times, low contact answer rate, etc.

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