Amazon Connect feature specifications

Note

Feature specifications cannot be increased.

The following table lists Amazon Connect feature specifications.

Item	Feature Specification
Agent activity retention	24 months from the time the event occurred
Maximum size of a real-time metrics report	200KB
When the Multi-Party Calls and Enhanced Monitoring feature is not enabled on your instance, the number of people who can listen in on the same agent call at the same time	5 For example, you can have a group of 5 people listen in to a call at the same time, and then a different group of 5 people listen in to a different call at the same time, and so on. The total number of participants on the call would look like this: Customer Agent Supervisor who can listen but not barge Supervisor who can listen but not barge Supervisor who can listen but not barge Supervisor who can listen but not barge Supervisor who can listen but not barge
When the Multi-Party Calls and Enhanced Monitoring feature is enabled on your instance, the number of people who can be on the same agent call at the same time	2 There can be four participants in total: Customer Agent Supervisor who can barge Supervisor who can listen but not barge
Number of calls that a supervisor can listen to at the same time	1
Quick connects you can assign to a queue	700
Participants on a conference call	6 The participants are the customer, agent, and others who can be agents or external third-parties.
Contact record retention	24 months from the time the associated contact was initiated. You can choose to stream contact records to Kinesis so you can manage retention and perform advanced analysis.
Max size of the contact record attributes section	32KB
Limit on creating and deleting instances	100 instances can be created or deleted in 30 days Amazon Connect enforces a limit on the total number of instances that you can create and delete in 30 days. If you exceed this limit, you will get an error message indicating there has been an excessive number of attempts at creating or deleting instances. You must wait 30 days before you can restart creating and deleting instances in your account. For example, if you create 80 instances and delete 20 over the course of 30 days, you must wait an additional 30 days before you can create or delete any more instances. If you create and delete the same instance 100 times in 30 days, the limit also applies.
Searchable custom contact attributes	50

Chat feature specifications

Item	Feature Specification
File types supported for chat attachments	.csv, .doc, .docx, .jpeg, .jpg, .pdf, .png, .ppt, .pptx, .txt, .wav, .xls, .xlsx
Max file size for a chat attachment	20MB
Attachments per chat conversation	35
Active chats per agent	10
Number of custom participants on a contact	1
Number of chat contacts that a supervisor can monitor concurrently	Depends on the number of concurrent chats limit set in the supervisor's routing profile
Total duration per chat	Up to 7 days, including wait time The default is 25 hours. You configure the chat duration using StartChatContact API and add the ChatDurationInMinutes parameter. Minimum configurable chat duration is 1 hour (60 minutes). Maximum configurable chat duration is 7 days (10,080 minutes).
Characters per chat message	1024
Open websocket connections per chat participant	5
Chat Amazon Lex bot integration timeout	6 seconds The maximum time within which the Amazon Lex bot must respond to the chat customer's prompt.
Past chat transcript file size. This applies to persistent chat.	5MB
Number of past contacts that can be traversed by Amazon Connect chat. This applies to persistent chat.	100

Task feature specifications

Item	Feature Specification
Task templates per instance	50
Task template customized fields per instance	50
Maximum duration of a task	7 days
Maximum number of transfers for a task	11 transfers
Maximum number of linked tasks on an existing contact	11

Forecasting, capacity planning, and scheduling feature specifications

Item	Feature Specification
Agents per schedule	500
Agents per staffing group	75
Capacity plans per instance	500
Capacity scenarios per instance	500
Capacity plan user data uploads per instance	500
Capacity plan override uploads per instance	5000
Concurrent uploads per instance	20
File size per upload of capacity plan user data	1000MB
File size per upload of capacity plan overrides	250MB
File size per upload of forecast overrides	250MB
File size per upload of historical actuals	1000MB
Forecast groups per instance	500
Forecast override uploads per instance	500
Historical actuals uploads per instance	150
Queues per forecast group	200
Managers per staffing group (supervisors/schedulers)	30
Schedules per instance	600
Shift activities per instance	300
Shift activities per shift profile	10
Shift profiles per instance	200
Staffing groups per instance	100
Supervisors per staffing group	5

Integration association resource feature specifications

The following table lists feature specifications for the integration association resource. It lists how many of each type of integration association resource can be ingested.

Item	Feature Specification
Voice ID domain	1
Amazon Pinpoint app	1
Event	10 The event integration resource is used for task triggers.
Wisdom assistant	1
Wisdom knowledge base	10
Cases domain	1

Amazon Connect Contact Lens feature specifications

Item	Feature Specification
Custom vocabularies	20
Contact Lens rules for post-call	500
Contact Lens rules for post-chat	500
Contact Lens rules for real-time	500

Evaluation forms feature specifications

Item	Feature Specification
Maximum number of evaluation forms per instance Historical versions are not counted, only form names are counted.	50
Maximum number of versions per form	50
Maximum number of sections per form	100
Maximum number of questions per form	100
Maximum nesting level of sections	2 (sections can have sub-sections, but sub-sections cannot have sub-sub-sections)
Maximum number of	2 (sections can have sub-sections, but sub-sections cannot have sub-sub-sections)
Definition title length	1-128 characters
Section title length	1-128 characters
Question title length	1-350 characters
Section instructions length	up to 1024 characters
Number of answer options for single select questions	2-256 answer options
Answer option text length for single select questions	1-128 characters

Amazon Connect Rules feature specifications

The following table lists feature specifications for Amazon Connect Rules.

Item	Feature Specification
Conditions in a rule	20
Rules per event source type	500

Condition type	Number of entries or selections	Post-call	Post-chat	Real-time
Evaluation - Form score	20	N/A	N/A	N/A
Evaluation- Section score	20	N/A	N/A	N/A
Evaluation- Question score	20	N/A	N/A	N/A
Evaluation - Results available	20	N/A	N/A	N/A
Words or phrases - Exact match	100	Yes	Yes	Yes
Words or phrases - Semantic match	4	Yes	Yes	Not supported
Words or phrases - Pattern match	100	Yes	Yes	Yes
Queue condition	100	Yes	Yes	Yes
Agent condition	100	Yes	Yes	Yes
Custom attributes	5	Yes	Yes	Yes
Sentiment - Time period	5	Yes	Yes	Yes
Sentiment - Entire contact	5	Yes	Yes	Not supported
Interruptions	5	Yes	Yes	Not supported
Response time	4 hours	Not supported	Yes	Not supported
Non-talk time	5 hours	Yes	Not supported	Not supported