Amazon Connect feature specifications - Amazon Connect

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

File types supported for attachments to cases or chats

.csv, .doc, .docx, .heic, .jfif, .jpeg, .jpg, .mov, .mp4, .pdf, .png, .ppt, .pptx, .rtf, .txt, .wav, .xls, .xlsx

Maximum file size for an attachment to a case or a chat

20MB

Maximum timeout for an attachment scanner

60 seconds

Maximum size of a real-time metrics report

200KB

When the Multi-Party Calls and Enhanced Monitoring for Voice capability 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 a call would look like this:

  1. Customer

  2. Agent

  3. Supervisor who can listen but not barge in the call

  4. Supervisor who can listen but not barge in the call

  5. Supervisor who can listen but not barge in the call

  6. Supervisor who can listen but not barge in the call

  7. Supervisor who can listen but not barge in the call

When the Multi-Party Calls and Enhanced Monitoring for Voice capability 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:

  1. Customer

  2. Agent

  3. Supervisor who can barge in the call

  4. Supervisor who can listen but not barge in the call

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.

Maximum size of the contact record attributes section

32KB

Maximum size of the returned data in a Lambda function

Less than 32KB of UTF-8 data

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

Replica instances (created by using the ReplicateInstance API)

5 per account

Traffic distribution groups

8 per replicated instance

Chat feature specifications

Item Feature Specification
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

Number of people who can monitor the same agent chat at the same time regardless of whether the Barge and Enhanced Monitoring for Chat capability is enabled for an instance

5

For example, you can have a group of 5 people monitor a chat at the same time, and then a different group of 5 people monitor a different chat at the same time, and so on.

The total number of participants on the chat would look like this:

  1. Customer

  2. Agent

  3. Supervisor who can monitor the chat but not barge in

  4. Supervisor who can monitor the chat but not barge in

  5. Supervisor who can monitor the chat but not barge in

  6. Supervisor who can monitor the chat but not barge in

  7. Supervisor who can monitor the chat but not barge in

Number of supervisors who can barge in on a chat between an agent and a customer when the Barge and Enhanced Monitoring for Chat capability enabled for an instance

1

Only 1 supervisor can be in barged in mode for a given chat.

Number of calls that a supervisor can listen to at the same time

1

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

10 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

Communications widgets that can be created and customized per instance

20

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 generation run

800

Agents per staffing group

80

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 agent time off data

1GB

File size per upload of time off group allowance data

1GB

The .csv file can cover up to 13 months.

File size per upload of capacity plan user data

1GB

File size per upload of capacity plan overrides

250MB

File size per upload of forecast overrides

250MB

File size per upload of historical actuals

1GB

Forecast groups per instance

500

Forecast override uploads per instance

500

Historical actuals uploads per instance

50

Queues per forecast group

200

Schedules per instance

600

Shift activities per instance

300

Shift activities per shift profile

10

Shift profiles per instance

1300

Staffing groups per forecast group

100

Staffing groups per instance

1300

Staffing groups per supervisor/manager

45

Supervisors/managers per staffing group

40

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
Attachment scanner

1

Voice ID domain

1

Amazon Pinpoint app

1

Event

10

The event integration resource is used for task triggers.

Amazon Q in Connect assistant

1

Amazon Q in Connect 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