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

Maximum size of a real-time metrics report

200KB

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

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.

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

Active chats per agent

10

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 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

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.

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

Contact Lens for Amazon Connect 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)

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
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