Amazon Connect Customer Outbound Campaigns now provides journey analytics

Amazon Connect Customer Outbound Campaigns now provides flow designer analytics for journeys, so you can see directly on a journey flow how many customers reached each step and which branch they took. A journey is a multi-step outbound campaign that reaches your customers by voice, email, SMS, or WhatsApp, and branches based on customer behavior. Campaign managers can use these metrics to find the steps in a journey that need changes.

A collections team running a payment reminder journey can see how many customers moved from the first SMS reminder to a follow-up call. If the SMS step shows a high error rate, the team can add an email step to its error branch so future customers on that path still get a reminder.

You can use flow designer analytics for journeys in the following AWS Regions: US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London).

To learn more, see Monitor flow performance with metrics in flow designer analytics mode in the Amazon Connect Customer Administrator Guide.