Amazon Connect Document history - Amazon Connect

Amazon Connect Document history

The following table describes important changes in each release of the Amazon Connect Admininstrator Guide. For notification about updates to this documentation, you can subscribe to an RSS feed.

Change Description Date

Released unified agent application

Amazon Connect released the unified agent application to improve the agent experience and customer interactions. For more information, see Agent training guide.

November 30, 2021

Released call summarization

Contact Lens for Amazon Connect provides the option for you to view a transcript summary. The summary shows only those lines where Contact Lens has identified an issue, outcome, or action item in the transcript. For more information, see View call summary.

November 30, 2021

Documented Average API Connecting Time

Documented the real-time metric Average API Connecting Time. For more information, see Average API Connecting Time.

November 26, 2021

Released Identity Resolution to consolidate similar profiles

Amazon Connect Customer Profiles offers Identity Resolution, a feature that is designed to automatically detect similar customer profiles by comparing name, email address, phone number, date of birth, and address. For more information, see Use Identity Resolution to consolidate similar profiles and the Amazon Connect Customer Profiles API Reference.

November 24, 2021

Updated Customer Profiles service quotas

Amazon Connect Customer Profiles now supports 1000 objects per profile (increased from 100), and 50MB Maximum size of all objects for a profile (increased from 5MB). For more information, see Amazon Connect Customer Profiles service quotas.

November 23, 2021

Amazon Connect Customer Profiles stores contact history at no charge

Amazon Connect Customer Profiles now provides contact history and customer information together in unified customer profiles at no charge, helping contact center managers personalize the contact center experience. In new instances, Customer Profiles is enabled by default. For more information, see Step 4: Data Storage in the Create an Amazon Connect instance topic.

November 23, 2021

New APIs to archive/unarchive and delete contact flows

Added new APIs that provide a programmatic and flexible way to manage your library of contact flows at scale. For example, contact flows used only during certain times of the year can be archived when not in use and then unarchived when needed. You can now also delete a contact flow so it is no longer available for use. For more information, see the Amazon Connect API Reference.

November 22, 2021

Added modular flows to help you create common functions

Contact flow modules are reusable sections of a contact flow. You can create them to extract repeatable logic across your flows, and create common functions. For more information, see Contact flow modules for reusable functions.

November 22, 2021

Search contacts by custom contact attributes

Added support for searching contacts by custom contact attributes (also called user-defined attributes). For more information, see Search by custom contact attributes.

November 15, 2021

Added Customer profiles block

Added the Customer profiles block. It enables you to retrieve, create, and update a customer profile.

November 15, 2021

Updated AmazonConnect_FullAccess

Added permissions for managing Amazon Connect Customer Profiles. See Amazon Connect updates to AWS managed policies.

November 12, 2021

Released security profiles APIs

Added APIs so you can create and manage security profiles programmatically. For more information, see the Amazon Connect API Reference.

November 12, 2021

Released scheduled tasks

Added the ability to schedule tasks up to six days in the future to follow-up on customer issues when promised. You can also update the scheduled date and time using the UpdateContactSchedule API. For more information, see the Create task block and the Create a task topic in the Agent training guide.

November 12, 2021

Released Contact APIs

Added APIs so you can get and update contact details programmatically. For example, you can describe contact details such as queue information, chat attachments, task references, and update contact information such as task name. For more information, see DescribeContact, UpdateContact, and ListReferences in the Amazon Connect API Reference.

November 12, 2021

Changes to real-time metrics agent tables

We are rolling out a new service to maintain the high availability from metrics that you expect from Amazon Connect. Due to this change, the agent tables will now be sorted by availability status by default, rather than by agent login. Additionally, the queues and routing profiles table will sort by agents online by default instead of queue or routing profile name.

November 12, 2021

Added actions to AmazonConnectServiceLinkedRolePolicy

Added actions for Amazon Connect Customer Profiles. See Amazon Connect updates to AWS managed policies.

November 12, 2021

Added new metrics

Added following new historical metrics: Contacts transferred in by agent and Contacts transferred out by agent. Added new real-time metrics: Transferred in by agent and Transferred out by agent. See Historical metrics definitions and Real-time metrics definitions.

November 9, 2021

Released real-time chat message streaming

You can subscribe to a real-time stream of chat messages. For more information, see Enable real-time chat message streaming.

October 29, 2021

Cross-service confused deputy prevention for Customer Profiles

Updated Cross-service confused deputy prevention with more sample policies you can apply for Amazon Connect Customer Profiles.

October 26, 2021

GA for HoursOfOperation APIs

Released the Amazon Connect HoursOfOperation APIs for general availability (GA). Also launched AWS CloudFormation support for Users, User Hierarchies, and Hours of Operation. For more information, see the Amazon Connect API Reference and the AWS CloudFormation User Guide.

October 22, 2021

Example: Programmatically integrate S3 with Customer Profiles

Added a topic that shows how to programmatically integrate S3 with Customer Profiles.

October 21, 2021

Cross-service confused deputy prevention

Added a topic with example policies you can apply for Cross-service confused deputy prevention.

October 18, 2021

How long unanswered callbacks stay in queue

In the Set up queued callback topic, clarified that unanswered queued callbacks stay in queue at least 7 days and up to 14 days before Amazon Connect automatically removes them.

October 13, 2021

Updated endpoint for client-side metrics

In the Set up your network topic, changed the endpoint for client-side metrics from *.execute-api.{region}.amazonaws.com to *.telemetry.connect.{region}.amazonaws.com.

October 11, 2021

Corrected errors in Service quota topic

Corrected errors in the Service quotas topic: For Amazon Connect Wisdom, Maximum size per document is 1MB not 10MB. For Amazon Connect Customer Profiles, the name of the quota is Object Types per domain not Objects per domain. Updated the Amazon Connect Voice ID quotas table with correct information.

October 8, 2021

Preview release of Amazon Connect High-Volume Outbound Communications

Added content for the preview release of Amazon Connect High-Volume Outbound Communications. By using Amazon Pinpoint Journeys and Amazon Connect, you can now create high-volume outbound campaigns for voice, SMS, and email. For more information, see Enable High-Volume Outbound Communications.

September 27, 2021

New Amazon AppIntegrations Service APIs

New DataIntegration APIs for the Amazon AppIntegrations Service: CreateDataIntegration, DeleteDataIntegration, GetDataIntegration, ListDataIntegrationAssociations, ListDataIntegrations, UpdateDataIntegration. For more information, see Amazon AppIntegrations Service API Reference.

September 27, 2021

Amazon Connect Wisdom - General Availability

For more information, see Deliver information to agents using Amazon Connect Wisdom and the Amazon Connect Wisdom API Reference.

September 27, 2021

Amazon Connect Voice ID - General Availability

For more information, see Use real-time caller authentication with Voice ID and the Amazon Connect Voice ID API Reference.

September 27, 2021

Added new service-linked role policy

Added AmazonConnectVoiceIDFullAccess. Use this AWS managed policy so you can set up your users to use Voice ID. This policy provides full access to Amazon Connect Voice ID through the AWS console, SDK, or other means. For more information, see AWS managed policy: AmazonConnectVoiceIDFullAccess.

September 27, 2021

Added new service-linked role policy

Added AmazonConnectCampaignsServiceLinkedRolePolicy, a new service-linked role policy for Amazon Connect High-Volume Outbound Communications. The policy provides access to retrieve all the high-volume outbound campaigns. For more information, see Enable High-Volume Outbound Communications.

September 27, 2021

Display name and contact attributes in chat

You can now personalize the chat experience, as you can specify the name of your customer that interacts using the chat user interface. You can also securely pass the contact attributes to capture information about the contact which can be used in the contact flow to further personalize the experience. For more information, see Pass the customer display name when a chat initializes and Pass contact attributes when a chat initializes.

September 17, 2021

Preview of agent application

Launched an updated UI for the agent application preview that combines Customer Profiles and the Contact Control Panel (CCP). For more information, see Access Customer Profiles in the agent application.

September 16, 2021

Added Create task block

Added the Create task block. It creates a new task, sets the tasks attributes, and initiates a contact flow to start the task. For more information, see Contact block: Create task.

September 16, 2021

More languages for Contact Lens

Contact Lens now supports the following languages for post-call and real-time analytics: Japanese, Korean, and Mandarin. The following languages are supported for real-time analytics: French (Canada), French (France), Portuguese (Brazil), German (Germany), and Italian (Italy). For more information, see Contact Lens for Amazon Connect in the Languages supported by Amazon Connect topic.

September 13, 2021

Updated historical metrics definitions

Updated the definitions of Contacts transferred in and Contacts transferred out. For more information, see Historical metrics definitions.

September 10, 2021

Improved user interface for Amazon Connect console

Released a redesigned user interface for the Amazon Connect console, making it easier and faster to manage Amazon Connect instances. For more information, see Create an Amazon Connect instance.

August 27, 2021

Customer Profiles is HIPAA compliant

Customer Profiles is now HIPAA compliant. Removed note stating it is not.

August 23, 2021

Porting numbers in Singapore

Updated documentation requirements. For more information, see Singapore in the Region requirements for ordering and porting phone numbers topic.

August 10, 2021

APIs for hours of operation and agent status

Released for ungated preview new APIs for managing hours of operation and agent status. For more information, see Amazon Connect Service API Reference.

August 6, 2021

Contant Lens rules create tasks and EventBridge events

Contact Lens rules now allow you to generate tasks and EventBridge events based on uttered keywords, sentiment scores, customer attributes, and other criteria. For more information, see Build rule with Contact Lens.

August 5, 2021

Countries you can call by default

We have updated the list of countries you can call by default when you create a new instance in a given Region. For more information, see Countries you can call.

August 4, 2021

Add AWS Global Accelerator to your allowlist

When using SAML Sign-In to your Amazon Connect instance, you now need to add the AWS Global Accelerator domain, *. awsglobalaccelerator.com, to your allow list. For more information, see Set up your network.

August 3, 2021

New "Next status" feature

To help agents manage their time, we have released a feature that lets agents pause new contacts being routed to them while they finish their current contacts. For more information, see "Next status" feature for the CCP.

July 30, 2021

Update to Contact search functionality

To use the Agent filter on the Contact search page, in your Amazon Connect security profile you must have Users - View permissions. For more information, see Contact search: To search contacts by Agent login requires Users - View permissions in your security profile.

July 23, 2021

Added two task metrics sent to CloudWatch

Amazon Connect sends the following two new metrics to CloudWatch: ConcurrentTasks and ConcurrentTasksPercentage. For more information, see Monitoring your instance using CloudWatch.

July 7, 2021

Updated required permissions for custom IAM policies

Added permissions for Amazon Lex. For more information, see Amazon Connect updates to AWS managed policies.

June 29, 2021

Apple Business Chat GA

Released Apple Business Chat for general availability (GA). For more information, see Enable Apple Business Chat.

June 28, 2021

Quick connects management API GA

Released Amazon Connect quick connects management API for general availability (GA). For more information, see Amazon Connect Service API Reference. The quick connects API also supports AWS CloudFormation. For more information, see Amazon Connect Resource Type Reference in the AWS CloudFormation User Guide.

June 24, 2021

Added service quota for Amazon Lex V2 bot aliases per instance = 100

For more information about service quotas, see Amazon Connect service quotas.

June 17, 2021

Support for Amazon Lex V2 console and APIs

For information on using the Amazon Lex V2 console, see Add an Amazon Lex bot. Added these three APIs: AssociateLexBot, DisassociateLexBot, and ListLexBots. See the Amazon Connect Service API Reference.

June 15, 2021

Coming soon: Faster load times for Real-time metrics page

Rollout to all Regions July 19, 2021, to September 19, 2021, subject to change. For more information, see Upcoming change: Faster reload times for the Real-time metrics page.

June 11, 2021

Coming soon: New DataIntegration APIs

On May 20, 2021, we published that new DataIntegration APIs were added to the Amazon AppIntegrations service. These APIs are not yet available.

June 8, 2021

Chat agent concurrency increased

Increased chat agent concurrency from 5 to 10. For more information, see Create a routing profile.

June 7, 2021

Object type mapping for Customer Profiles

Added object type mapping for the Customer Profiles standard profile. For more information, see the Object type mapping for the standard profile.

June 1, 2021

Channels supported by blocks

Added a topic that lists all the blocks and which channels each one supports. For more information, see the Channels each block supports.

May 18, 2021

Added contact events

For more information, see the Amazon Connect contact events.

May 12, 2021

Announced upcoming change to Agent audit report

In a future release, you'll be able to download the Agent audit report. For more information, see the Upcoming changes: Download the Agent audit report.

May 4, 2021

Added identity resolution APIs (preview) to Customer Profiles.

For more information, see the GetMatches and MergeProfiles APIs in the Amazon Connect Customer Profiles API reference.

April 30, 2021

Added topic on how to apply permissions that restrict which AWS resources can be associated with Amazon Connect.

For more information, see Restrict AWS resources that can be associated with Amazon Connect.

April 28, 2021

Added chapter on architectural guidance, authored by AWS Solution Architects

For more information, see Architectural guidance for Amazon Connect.

April 28, 2021

Announced upcoming fix to agent event stream

For more information, see Upcoming change: Fix for agent event stream.

April 27, 2021

Revised the topics on porting phone numbers

For more information, see Port your phone number.

April 24, 2021

Using Customer Profiles with CCP out-of-the-box is in ungated preview

For more information, see Access the Customer Profiles Agent UI.

April 22, 2021

Announced upcoming changes for Contact search

For more information, see Upcoming changes: Contact search.

April 20, 2021

Added NLB endpoint for Canada (Central) Region

Updated Set up your network with the NLB endpoint for Canada (Central) Region.

April 15, 2021

Amazon Connect is now available in the Canada (Central) Region

You can claim toll-free and local telephone numbers from Canadian telephony suppliers. For a list of countries that support the Canada (Central) Region, see Region requirements for phone numbers. Also see Availability of Contact Lens features by Region.

March 31, 2021

Announced upcoming fixes for chat metrics

Currently Amazon Connect incorrectly reports that chat contacts that were created from disconnect flows were created from transfer flows. When the fixes are released, Amazon Connect will correctly reflect in the contact records and agent event stream that these chat contacts were created from disconnect flows. For more information, see Upcoming change: Fixes for chat metrics in the Release notes.

March 25, 2021

Completed release of new domain name

The domain for the Amazon Connect access URL has changed to my.connect.aws. For more information, see March 2021 Updates in the Release notes.

March 22, 2021

Default service quota for reports per instance

Updated the default service quota for reports per instance to 2000. This default applies to accounts created in October, 2020 or later. For more information, see Amazon Connect service quotas.

March 16, 2021

Identification requirements for ordering and porting phone numbers

Added identification requirements for ordering phone numbers. Added requirements for ordering and porting phone numbers from Argentina, Chile, Mexico, Peru, and Puerto Rico. For more information, see Region requirements for phone numbers.

March 11, 2021

Use the Amazon Connect Endpoint Test Utility

To help you validate connectivity to Amazon Connect, or troubleshoot when your agents are experiencing problems with the Contact Control Panel (CCP), we added the Amazon Connect Endpoint Test Utility. For more information, see Use the Endpoint Test Utility.

March 5, 2021

Add a chat user interface to your website.

Added a chat widget that you can customize and add to your website. Also provided an open source example to help you get started with adding chat to your website. For more information, see Set up your customer's chat experience.

March 5, 2021

Content Lens real-time analytics is available in Europe (London), Europe (Frankfurt), and Asia (Tokyo).

For more information, see Availability of Contact Lens features by Region.

February 26, 2021

Added ability to create and ingest data into Customer Profiles from Amazon S3

For more information, see Create and ingest data into Customer Profiles from Amazon S3.

February 25, 2021

Added DisconnectReason to the contact record stream

The Amazon Connect contact records stream now includes DisconnectReason for voice calls and tasks. For more information, see ContactTraceRecord.

February 19, 2021

Added custom service levels

Added the ability to create custom service levels, and update the metrics user interface. For details, see New metric groups and categories.

February 16, 2021

Change audio device settings from the CCP

Added the ability to change audio settings from the Contact Control Panel (CCP). This applies to organizations using a customized CCP. CCP: Change audio device settings.

January 30, 2021

Queue APIs (Preview)

Added APIs so you can programmatically create and manage queues. Queue APIs (Preview).

January 29, 2021

Amazon AppIntegrations APIs - GA

Released Amazon AppIntegrations APIs for general availability (GA). For more information, see Amazon AppIntegrations APIs - GA.

January 29, 2021

New Contact search page

Updated the Contact search page. For more information, see Search for contacts.

January 5, 2021

Amazon Connect Service API Reference

Added APIs so you can programmatically create and manage quick connects. For more information, see Amazon Connect Service API Reference.

December 22, 2020

Chat: Support for sharing attachments

Added support for sharing chat attachments. For more information, see Chat: Support for attachments.

December 21, 2020

Configurable DTMF timeouts for Lex bots

Added support for configurable DTMF timeouts for Lex bots. For more information, see Configurable DTMF timeouts for Lex bots.

December 4, 2020

Amazon Connect with Apple Business Chat (Preview)

Added support for using Amazon Connect with Apple Business Chat. For more information, see Amazon Connect with Apple Business Chat (Preview)

December 3, 2020

Tasks

Added support for tasks, allowing you to prioritize, assign, track, and even automate tasks across the disparate tools agents use to support customers. For more information, see Tasks.

December 1, 2020

Real-time analytics using Contact Lens for Amazon Connect

Added real-time analytics for Contact Lens so you can detect and resolve customer issues more proactively while the call is in progress. For more information, see Analyze Conversations with Contact Lens for Amazon Connect.

December 1, 2020

Amazon Connect Wisdom (Preview)

Added Amazon Connect Wisdom (Preview), which enables agents to search and find content across multiple repositories, such as frequently asked questions (FAQs), wikis, articles, and step-by-step instructions for handling different customer issues. For more information, see Amazon Connect Wisdom (Preview).

December 1, 2020

Amazon Connect Voice ID (Preview)

Added Amazon Connect Voice ID (Preview), which provides for real-time caller authentication. For more information, see Amazon Connect Voice ID (Preview).

December 1, 2020

Amazon Connect Customer Profiles

Added Amazon Connect Customer Profiles, enabling agents to create a customer profile for every new contact that comes in. You can also integrate with external applications that provide customer profile data. For more information, see Amazon Connect APIs.

December 1, 2020

Amazon Connect APIs

Added an Amazon Connect API that provides the ability to create tasks (StartTaskContact), and added a set of preview APIs. For more information, see Amazon Connect APIs.

December 1, 2020

Amazon Connect supports interact messages for chat

Added interactive message templates. For more information, see Add interactive messages to chat.

November 24, 2020

Telephony call metadata attributes

Added call attributes to improve fraud detection and routing. For more information, see Telephony call metadata attributes (call attributes).

November 20, 2020

APIs to manage user hierarchies

Added APIs so you can programmatically manage your agent hierarchies and agent groups. For more information, see Amazon Connect Service API Reference.

November 18, 2020

Service quotas

Noted that up to 700 quick connects can be added to a queue. See Feature specifications. (This update was published erroneously and has since been removed.)

October 5, 2020

Security

Added new topic on Required permissions for managing access to the Amazon Connect console.

September 24, 2020

Quick filters

Added new topic that explains how to use quick filters in real-time metrics reports. For more information, see Use quick filters to drill into Routing profiles and Queues tables.

September 23, 2020

Service quotas

Updated the service quotas for the following Amazon Connect Participant Service APIs: CreateParticipantConnection, DisconnectParticipant, and GetTranscript. For more information, see Amazon Connect Participant Service API throttling quotas.

September 22, 2020

Show agent queues in a Queues table.

By default, agent queues don't appear in a Queues table in a historical metrics report. You can choose to show them. For more information, see Show agent queues in a Queues table.

September 18, 2020

Migrate contact flows to a different instance

You can migrate hundreds of contact flows using a set of contact flow APIs. For more information, see Migrate contact flows to a different instance.

September 18, 2020

Languages supported by Amazon Connect

Learn about which languages are supported in the Amazon Connect console, Contact Control Panel, Contact Lens, Amazon Lex, and Amazon Polly. For more information, see Languages supported by Amazon Connect.

September 18, 2020

Amazon Connect Flow language

You can use the Amazon Connect Flow language to efficiently update contact flows that you're migrating from one instance to another, and Write contact flows rather than drag blocks onto the contact flow designer. For more information, see Amazon Connect Flow language.

September 18, 2020

Option 2 (not recommended): Allow IP address ranges

Removed tip from Option 2: Allow IP address ranges, that said if you don't see an entry for your region, use GLOBAL. For more information, see Option 2 (not recommended): Allow IP address ranges.

September 11, 2020

Option 1 (recommended): Replace Amazon EC2 and CloudFront IP range requirements with a domain allow list

Updated Option 1, second row of table, with a line break between {myInstanceName}.awsapps.com/connect/api and *.cloudfront.net. For more information, see Option 1 (recommended): Replace Amazon EC2 and CloudFront IP range requirements with a domain allow list.

September 11, 2020

Amazon Connect resource-level policy examples

Changed title of "Amazon Connect resource-based policy examples" topic to "Amazon Connect resource-level policy examples." For more information, see Amazon Connect resource-level policy examples.

September 8, 2020

Earlier updates

Change Description Date

Updated the Consult and Contact consulted metrics to indicate they were deprecated May 2019.

For more information, see Consult and Contacts consulted.

August 27, 2020

Added topic on setting up agent-to-agent transfers.

For more information, see Set up agent-to-agent transfers.

August 19, 2020

Added section on requirements for custom termination points.

For more information, see Request numbers, international numbers, or termination points.

August 18, 2020

Removed the "Known differences" section from I use the Amazon Connect Streams API.

For more information, see I use the Amazon Connect Streams API.

August 3, 2020

Changed the name of the Metrics chapter to Monitor metrics & run reports.

For more information, see Monitor metrics and run reports.

July 16, 2020

Clarified that the following metrics are no longer supported in queue grouping: Agent on contact time, Agent idle time, Occupancy. Previously we stated that these metrics had been deprecated.

For more information, see June 2020: Changes for omnichannel support.

July 8, 2020

Updated the Set disconnect flow block, which now supports voice conversations.

For more information, see Set disconnect flow.

June 29 2020

Added upcoming metric changes: new real-time and historical metrics for inbound and outbound contact time

For more information, see What's new in metrics.

June 26, 2020

Added how to upgrade CCP

For more information, see Upgrade to the latest CCP.

June 16, 2020

Added video on using CCP

For more information, see Training video: How to use the CCP.

June 16, 2020

Deprecated metrics: Agent on contact time, Agent idle time, Occupancy.

For more information, see June 2020: Changes for omnichannel support.

June 12, 2020

Added topic on quick connects work

For more information, see How quick connects work.

May 21, 2020

Added how to get administrative support, and added a topic on inherited permissions

For more information, see Get administrative support for Amazon Connect and About inherited permissions.

April 16, 2020

Added how to customize your CCP to log out agents automatically when they close the CCP window

For more information, see Log out agents automatically when they close their CCP.

April 16, 2020

Updated the Get customer input block to support timeout values for voice input

For more information, see Get customer input.

April 8, 2020

Added terminating keypress

For more information, see Store customer input.

March 31, 2020

Added NLB endpoints and required domain for softphones

For more information, see Set up your network.

March 23, 2020

Announced upcoming changes for metrics

For more information, see June 2020: Changes for omnichannel support.

March 23, 2020

Added topic on region requirements for phone numbers

For more information, see Region requirements for ordering and porting phone numbers.

March 11, 2020

Added tutorials

For more information, see Tutorials: An introduction to Amazon Connect.

March 6, 2020

Added topic on tracking who deleted recordings

For more information, see Track who deleted or listened to recordings.

March 5, 2020

Added topic on emergency admin access

For more information, see Emergency admin login.

March 3, 2020

Added topics on saving, sharing, and publishing reports

For more information, see Save custom reports, Share custom reports, View a shared report, and Publish reports.

January 22, 2020

Updated contact block definitions

For more information, see .

January 17, 2020

Added a section about queued callbacks in metrics reporting.

For more information, see About queued callbacks in metrics.

January 17, 2020

Updated networking guidance for the updated CCP (ccp-v2)

For more information, see Set up your network.

January 15, 2020

Add a topic on logging Amazon Connect API calls with AWS CloudTrail

For more information, see Logging Amazon Connect API calls with AWS CloudTrail.

December 13, 2019

Added a section on analyzing conversations

For more information, see Analyze conversations using Contact Lens for Amazon Connect.

December 02, 2019

Added information about live media streaming

For more information, see Capture customer audio: live media streaming.

November 21, 2019

Added information about chat

For more information, see Chat.

Also added these topics: Best practices for Amazon Connect, About agent status, About contact states, and Additional resources for Amazon Connect.

November 21, 2019

Added topic on using IAM

For more information, see Identity and access management for Amazon Connect.

November 14, 2019

Added dimensions

Added dimensions to the Amazon Connect metrics sent to CloudWatch. See Monitoring your instance using CloudWatch.

October 22, 2019

Added a networking topic

Consolidated networking content into Set up your network. Updated the guidance.

September 30, 2019

Updated metrics topics

Improved the descriptions of the real-time metrics definitions. Added categories to the historical metrics definitions.

August 30, 2019

Updated historical metrics report section

Added categories to the historical metrics definitions.

August 27, 2019

Re-organized the content

Re-organized the content so it's task-based.

July 19, 2019

Added information about the updated Transfer to phone number block

You can use the updated Transfer to phone number block to transfer callers to a phone number external to your Amazon Connect instance, and then optionally resume the contact flow after the call with the external party ends. For more information, see Resume a contact flow after transfer.

February 18, 2019

Adding information about live media streaming for customer audio streams

You can capture customer audio during interactions with your contact center and send it to a Kinesis video stream. For more information, see Capture customer audio: live media streaming.

December 21, 2018

Added content about agent queues

You can use agent queues to route calls directly to a specific agent. For more information, see Transfer contacts to a specific agent.

December 21, 2018

Added information about using Amazon Connect in the Asia Pacific (Tokyo) Region. For more information, Claim phone numbers for Amazon Connect in the Asia Pacific (Tokyo) Region. December 10, 2018
Added information about how to determine agent ACW time from agent event streams For more information, see Determine how long an agent spends doing ACW. October 30, 2018
Added troubleshooting and best practices Troubleshooting Issues with the Contact Control Panel (CCP) covers best practices for agent connectivity using the CCP and troubleshooting connectivity and call quality issues in Amazon Connect. October 18, 2018
Added information about service-linked roles in Amazon Connect For more information, see Use service-linked roles for Amazon Connect. October 17, 2018
Added information about queue to queue transfers You can use the new options of the Transfer to queue block to enable transferring calls that are already in a queue to another queue. For more information, see Manage contacts in a queue. July 31, 2018
Added information about the Call phone number block Updated the content about contact flows to include the new Call phone number block, including how to use the block in a contact flow. For more information, see Caller ID number: Set in the queue or Call phone number block. July 2, 1018
Added information about contact attributes and the Get queue metrics block For more information, see Use Amazon Connect contact attributes. June 18, 2018
Added information about new metrics sent to Amazon CloudWatch Logs. Monitoring your instance using CloudWatch includes additional metrics. April 19, 2018
Added information about using SAML for identity management You can configure your instance to use SAML for identity management. You can also use SAML to enable single sign-on. For more information, see Configure SAML with IAM for Amazon Connect. March 30, 2018
Added information about agent call transfers You can enable call transfers from an agent to another agent, to a queue, or to an external number. December 10, 2017
Added information about manager listen-in You can configure and enable a manager to listen in on agent calls. For more information, see Monitor live conversations. December 10, 2017
Added information about contact flow logs For more information, see Enable contact flow logs. November 16, 2017
Added information about contact flow import/export For more information, see Import/export contact flows. November 16, 2017
Added information about agent event streams For more information, see Amazon Connect agent event streams. November 16, 2017
Added information about porting your current phone number to Amazon Connect For more information, see Port your current phone number. November 10, 2017
Added information about Login/Logout reports For more information, see Login/Logout reports. November 1, 2017
Initial release Initial release of the Amazon Connect Administrator Guide. March 28, 2017