The following table describes important changes in each release of the Amazon Connect Administrator Guide. For notification about updates to this documentation, subscribe to the RSS feed.
| Change | Description | Date |
|---|---|---|
Combined historical and real-time metrics definitions into one topic | Combined two topics and applied a new format to the definitions. For more information, see Metrics definitions. | April 21, 2025 |
Enforce granular access control by using agent hierarchies | You can enforce granular access control based on a specific agent hierarchy. For example, you can configure hierarchy groups and levels for a team, and only users assigned to a hierarchy group within that team will be able to see metrics for those agents. For more information, see Apply hierarchy-based access control to dashboards and reports in Amazon Connect. | April 18, 2025 |
Track and meet service level agreements (SLAs) on cases | Amazon Connect Cases provides capabilities to help contact centers track and meet service level agreements (SLAs) on cases. Using the Amazon Connect admin website, admins can set up SLA rules based on case attributes and configure target statuses and resolution times without having to write code. Agents and managers can view the real-time SLA status directly in their case list view to prioritize urgent work, while admins can create rules to automatically escalate cases when SLAs are not met. For more information, see How SLAs work in Amazon Connect Cases. | April 17, 2025 |
Enable or disable Contact Lens sentiment analysis | You can enable or disable Contact Lens sentiment analysis. This provides organizations with control over sentiment analysis, particularly for those needing to meet compliance obligations, while maintaining access to other Contact Lens conversational analytics capabilities including transcripts, generative AI summaries, and other conversational insights. For more information, see the Disable sentiment analysis. | March 31, 2025 |
Customize the wait time for DTMF input | You can customize the number of seconds that Amazon Connect waits between a caller's keypad button presses so you can optimize user inputs in your IVR systems. You can adjust the waiting period from 1 to 20 seconds; previously it was fixed at 5 seconds. For more information, see the Store customer input block. | March 31, 2025 |
Added 34 languages to Amazon Connect Contact Lens conversational analytics | Amazon Connect Contact Lens added support for conversational analytics in 34 new languages including Afrikaans, Arabic (Modern Standard), Bengali, Bosnian, Bulgarian, Chinese (Cantonese), Croatian, Czech, Estonian, Farsi, Galician, Greek, Hebrew, Hungarian, Kannada, Latvian, Lithuanian, Macedonian, Malayalam, Marathi, Romanian, Russian, Serbian, Sinhala, Slovak, Slovenian, Somali, Sundanese, Telugu, Thai, Turkish, Ukrainian, Vietnamese, and Zulu. For more information, see the Amazon Connect Contact Lens language table. | March 31, 2025 |
View agents' adherence to their work schedules in a calendar view | You can view adherence breaches by agent and day, for up to 90 days in the past, alongside their shifts. You can filter out minimal adherence breaches. This visualization allows you to immediately spot adherence breaches across your team, prioritize the most critical incidents, compare with past agent behavior, and take steps to address concerns with the agent. For more information, see How supervisors view published schedules using the Amazon Connect admin website. | March 28, 2025 |
Process to enable outbound campaigns for the purpose of event-driven mass notifications | Amazon Connect outbound campaigns supports event-driven mass notifications, such as severe weather warnings, evacuation notices, disaster response communications, or utility disruptions impacting many thousands of customers with prior authorization and approval. Additional charges may apply based on your location and anticipated notification volumes. For more information, see Set up Amazon Connect outbound campaigns. | March 26, 2025 |
Track agent acknowledgements of performance evaluations | You can capture and review agent acknowledgements of performance evaluations within Contact Lens. This helps you ensure that agents have reviewed evaluation feedback and understand performance expectations. For more information, see Acknowledge performance evaluations. | March 21, 2025 |
Increased limit on number of routing criteria updates per queued contact | Previously, routing criteria could be updated only up to three times while a contact was in queue. You can now update the routing criteria on a queued contact an unlimited number of times. However, if you update the routing criteria more than 3 times on a queued contact, only the latest 3 updates will be stored on the contact record and used to calculate metrics such as Step Expired % and Step Contacts Queued. To learn more, see RoutingCriteria in the contact record documentation. | March 17, 2025 |
Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy | Updated the service-linked role managed policy with additional permissions to send messages in Amazon Q in Connect. For a description of the additional actions, see Amazon Connect updates to AWS managed policies. | March 14, 2025 |
Dynamically update questions on an evaluation form | You can create dynamic evaluation forms that automatically show or hide questions based on responses to previous questions, tailoring each evaluation to specific customer interaction scenarios. For example, when a manager answers "Yes" to the form question Did the customer try to make a purchase on the call?, the form automatically presents a follow-up question: Did the agent read the sales disclosure? For more information, see Step 4: Conditionally enable questions in Create an evaluation form. | March 6, 2025 |
Updates to Amazon Connect Analytics data lake | Updated tables for Contact records, Contact Evaluation records, Lex, and Outbound Campaigns. For tables of the latest fields, see Data type definitions for Amazon Connect Analytics data lake. | February 28, 2025 |
Allow agents to exchange shifts with each other | Agents can initiate shift trades directly with each other, allowing them to manage unexpected life events without using time off. Managers can automate some approvals while ensuring others are approved manually. For more information, see Create shift trade groups and Set up shift exchange in Amazon Connect. | February 25, 2025 |
Agent performance evaluations dashboard | You can use the agent performance evaluation dashboard to view aggregations of agent performance, and insights across cohorts of agents over time. For more information, see Agent performance evaluations dashboard. | February 10, 2025 |
Agent evaluation metrics | For more information, see Evaluation metrics. | February 10, 2025 |
Target multiple agent proficiencies in a single routing step | You can target up to four different combinations of agent proficiencies per routing step. By using up to three OR conditions, routing tries to match a contact with four different types of agents which increases the possibility of finding a suitable match. For more information, see How routing criteria works. | February 7, 2025 |
Configure which states an agent can be in when adhering to their schedule | You can choose which states an agent can be in when adhering to their schedule, making it easier for you to customize adherence tracking to match your unique operational needs. You can define custom mappings between agent statuses and schedule activities. For more information, see Create daily activities for an agent's shift in your contact center. | February 5, 2025 |
Create conditionally required fields in Amazon Connect Cases | You can create conditionally required fields to streamline case field population for agents and reduce data entry errors. You can configure case templates that prompt agents to enter relevant information in specific situations. For more information, see Add case field conditions to a case template in Amazon Connect. | February 4, 2025 |
Automatically email agents about completed performance evaluations | You can send automatic email notifications to agents when their contacts are evaluated, so they can review the evaluations and improve their performance. Managers can create rules to send emails based on specific evaluation criteria. For more information, see Create Contact Lens rules that send email notifications. | February 3, 2025 |
Use Agent Workspace audio optimization for Citrix and Amazon WorkSpaces virtual desktops | You can use Amazon Connect Agent Workspace to redirect audio from Citrix and Amazon WorkSpaces Virtual Desktop Infrastructure (VDI) environments to an agent's local device. Audio redirection improves voice quality and reduces latency for voice calls handled on virtual desktops. It provides a better experience for both end customers and agents. For more information, see Use Agent Workspace to optimize audio for Citrix and Amazon WorkSpaces cloud desktops. | January 21, 2025 |
Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy | Updated the service-linked role managed policy with Amazon Q in Connect permissions. For a list of the additional actions, see Amazon Connect updates to AWS managed policies. | January 17, 2025 |
Screen recording available in AWS GovCloud (US-West) | Government and public sector customer can use the screen recording capabilities in the AWS GovCloud (US-West) Region. For more information about screen recording, see Set up and review agent screen recordings. | January 17, 2025 |
Public preview of persistent agent connections for faster call handling | You can maintain an open communication channel between your agents and Amazon Connect to help reduce the time it takes to establish a connection with a customer. Contact center administrators can configure an agent's user profile to maintain a persistent connection after a conversation ends. This allows for subsequent calls to connect faster. For more information, see, see Enable persistent connection for Amazon Connect agents. | January 17, 2025 |
Real-time dashboard for agent activity | You can monitor real-time agent activity and take immediate actions such as listen-in to a contact, barge (take over) a contact, or change an agent state in a few clicks from a single interface. For more information, see Queue and agent performance dashboard. | January 14, 2025 |
Dashboards provide configurable groupings and filters | You can define widget level filters and groupings, re-order and re-size columns, and delete or add new metrics. With these dashboards, you can view and compare real-time and historical aggregated performance, trends, and insights using custom-defined time periods (for example, week over week), summary charts, time-series chart, etc. For more information, see Customize your dashboard. | January 14, 2025 |
Evaluate agent performance for email contacts | You can evaluate agent performance for email contacts. Managers can assess agent performance across contact channels (voice, chat, email, and tasks) in a single easy-to-use web interface, and get aggregated insights across cohorts of agents over time. Managers can evaluate agent performance by reviewing email threads and additional details of the email interaction (for example, handle time) in the Amazon Connect admin website. For more information, see Evaluate contact center agent performance in Amazon Connect. | January 10, 2025 |
Route to a specific range of agent proficiencies | Amazon Connect allows you to target a range of agent proficiency levels, such as from levels 1 to 3 for French. You can ensure each contact is matched to an agent with the right skill level to handle it, resulting in reduced contact transfers and lower handle times. For more information, see Frequently asked questions on routing proficiencies. | December 20, 2024 |
Exclude certain proficiencies during routing | Amazon Connect allows you to exclude certain proficiencies from consideration when using routing criteria for routing. You can use this to exclude or reserve niche skills. For more information, see How routing criteria works. | December 20, 2024 |
Delete queues and routing profiles by using the Amazon Connect admin website | You can use the Amazon Connect admin website to permanently delete queues and routing profiles. For more information, see Delete a queue and Delete a routing profile. | December 20, 2024 |
Amazon Q in Connect supports 64 languages for agent assistance capabilities | Customer service agents can chat with Q for assistance in their native language and Q will provide answers, knowledge article links, and recommended step-by-step guides in said language. New languages supported include: Chinese, French, French (Canadian), Italian, Japanese, Korean, Malay, Portuguese, Spanish, Swedish, and Tagalog. For the full list of supported languages, see Languages supported for Amazon Q in Connect agent assistance use cases. For more information, see Configure Language Support for Amazon Q in Connect. | December 19, 2024 |
Multi-party chat | You can enable multiparty chat for your contact center, allowing up to 4 additional agents to join an ongoing chat conversation with a customer. This makes it easier to collaborate and resolve customer issues quickly. For example, agents can add a supervisor or subject matter expert to the chat, ensuring customers receive accurate and timely support. For more information, see Host multi-party chats. | December 18, 2024 |
Authenticate customers during a chat | You can use built-in capabilities for customer authentication within chat, making it easier to verify customer identity and deliver personalized experiences. The Authenticate Customer flow block provides the flexibility to prompt your customers to sign in after they start a chat, making it simple to authenticate. For example, unauthenticated customers engaged with a chat bot can be prompted to sign in before being routed to an agent. For more information, see Set up customer authentication. | December 18, 2024 |
Agent schedule data in Analytics data lake | Published schedules data is provided in the Analytics data lake, which allows you to generate reports and insights. From agent schedules data in the Analytics data lake, you can automate key operational use cases such as generating reports for paid and unpaid hours for payroll, generating summarized views of how many agents are scheduled to work and how many have time-off in a given time period. For more information, see Scheduling data in Analytics data lake in Amazon Connect. | December 17, 2024 |
Configure holidays and other overrides to hours of operation | You can set up variations to standard day-of-the-week operating hours in advance. You can configure overrides by using the Amazon Connect admin website or APIs. During daily contact handling, Amazon Connect automatically checks for overrides and provides your customers with an appropriate flow path, such as offering a callback when the call center is closed. After an override period passes, your call center automatically reverts to standard hours of operation. For more information, see Set overrides for extended, reduced, and holiday hours. For a list of new APIs associated with this release, see Hours of operation actions in the Amazon Connect API Reference. | December 12, 2024 |
Amazon Connect supports push notifications for mobile chat on iOS and Android devices | Amazon Connect supports push notifications for mobile chat on iOS and Android devices, improving the customer experience and enabling faster issue resolution. For more information, see Enable push notifications for mobile chat. | December 11, 2024 |
Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy | Updated the service-linked role managed policy with an additional permission
to support push notifications. The Amazon Pinpoint
| December 10, 2024 |
Track the originating agent when they create a task manually | You can track the originating agent when they create a task manually from the agent workspace or Contact Control Panel (CCP). This capability allows supervisors to run analytics on how many tasks are created by an individual agent. For more information, see Track who created a task. | December 6, 2024 |
Provide callbacks for customers who use chat, tasks, and email | You can enable customers to request callbacks from chats, tasks, and email, in addition to voice calls. For example, if a customer reaches out after hours when no agent is available, they can request a callback by sending a chat message or completing a webform request that uses tasks. Callbacks allow your customers to get a call from an available agent during normal business hours, without requiring them to stay on the line. For more information, see Set up queued callbacks. | December 6, 2024 |
Configure tasks to expire up to 30 days from creation | You can set task durations to expire up to 30 days from creation, with a default of 7 days. For example, you can specify one issue to expire at 2 hours from creation for urgent escalations, and specify another issue for mandatory training to stay active for 30 days. For more information, see Create task templates. | December 6, 2024 |
Added important note about video and screen sharing behavior when on hold | During a video call or screen sharing session, agents are able to see the customer's video or screen share even when the customer is on hold. It is the customer's responsibility to handle personally identifiable information (PII) accordingly. If you want to change this behavior, you can build a custom Contact Control Panel (CCP) and communication widget. For more information, see Set up in-app, web, video calling, and screen sharing capabilities. | December 6, 2024 |
WhatsApp integration | You can integrate WhatsApp messaging with Amazon Connect and enable customers to contact you by using WhatsApp. You can use inbound contact flows to route customers to specific queues. You can also use Amazon Lex to automate responses, and Amazon Lex templates to provide list and reply controls. For more information, see Set up WhatsApp business messaging and Add Amazon Lex interactive messages for customers in chat. | December 1, 2024 |
Updated CustomerProfilesServiceLinkedRolePolicy service-linked role managed policy | Updated the service-linked role managed policy with Amazon Connect Customer Profiles and Outbound campaigns permissions. For a list of the additional actions, see Amazon Connect updates to AWS managed policies. | December 1, 2024 |
Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy | Updated the service-linked role managed policy with additional permissions to support Amazon Connect integration with AWS End User Messaging Social. For a description of the additional actions, see Amazon Connect updates to AWS managed policies. | December 1, 2024 |
Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy | Updated the service-linked role managed policy with Amazon Connect Customer Profiles permissions. For a list of the additional actions, see Amazon Connect updates to AWS managed policies. | December 1, 2024 |
Updated Amazon ConnectServiceLinkedRolePolicy managed policy | Updated the service-linked role managed policy with AWS End User Messaging Social permissions. For a list of the additional actions, see Amazon Connect updates to AWS managed policies. | December 1, 2024 |
Record audio during IVR and other automated interactions | You can record audio when your customer engages with self-service interactive voice response (IVR) and other automated interactions. On the Contact details page, you can listen to the recording or review logs which includes information such as the bot transcription or touch-tone menu selection. Recording settings can be configured using the Set recording and analytics behavior block on the Amazon Connect drag-and-drop workflow designer. For more information, see Monitor automated interactions (IVR) in Amazon Connect. | December 1, 2024 |
Proactive outbound engagement in the Amazon Connect admin website | Amazon Connect has capabilities to proactively engage your customers in a personalized manner. These features help non-technical business users create customer segments using prompts and drive trigger-based campaigns to deliver timely, relevant communications to the right audiences. Use the segment AI assistant in Amazon Connect Customer Profiles to build audiences using natural language queries and receive recommendations based on trends in the customer data. Identify segments such as customers with an increase in support cases over the last quarter, or whose have reduced purchases in the last month, using easy-to-use prompts. Use new trigger-based campaigns based on real-time customer events on Amazon Connect outbound campaigns to proactively drive outbound communications in just a few clicks. Engage customers with timely, relevant communications by using their preferred channels, responding instantly to behaviors such as abandoned shopping carts or frequent visits to specific help pages. For more information, see Segment AI assistant and Create an outbound campaigns using event triggers. | December 1, 2024 |
Intraday forecast dashboards | With the Intraday forecast dashboards you can compare intraday forecasts against previously published forecasts, review projected daily performance, and receive predictions for effective staffing, all available within the Amazon Connect Contact Lens dashboards. With intraday forecasts, you receive updates every 15 minutes with predictions for rest-of-day contact volumes, average queue answer time, average handle time, and, now, effective staffing. For more information, see Intraday forecast performance dashboard. | December 1, 2024 |
Integrate Amazon Connect Contact Lens with on-premise voice systems | You can integrate Amazon Connect Contact Lens with other voice systems for real-time and post-call analytics. Using Contact Lens with your existing voice system can help you improve customer experience and agent performance. In addition, this can be a first step to migrating to a cloud contact center. You can start with Contact Lens analytics and performance insights and then at a later date migrate your agents to Amazon Connect. For more information, see Set up Amazon Connect external voice transfer to an on-premise voice system. | December 1, 2024 |
Generative AI-powered self-service with Amazon Q in Connect | Amazon Q in Connect, a generative-AI powered assistant for customer service, now supports end-customer self-service interactions across Interactive Voice Response (IVR) and digital channels. With this launch, businesses can augment their existing self-service experiences with generative AI capabilities to create more personalized and dynamic experiences to improve customer satisfaction and first contact resolution. For more information, see Generative AI-powered self-service with Amazon Q in Connect. | December 1, 2024 |
Create conversational AI bots by using the Amazon Connect admin website | In just a few clicks you can create, edit, and continuously improve
conversational AI bots for interactive voice response (IVR) and chatbot
self-service experiences by using the Amazon Connect admin website (powered by Amazon Lex | December 1, 2024 |
Collect sensitive customer data within chats without requiring the customer to switch channels | Amazon Connect makes it easier for you to collect sensitive customer data and deliver seamless transactional experiences within chats, enhancing the overall customer experience. You can now support inline chat interactions such as processing payments, updating customer information like address changes, or collecting customer data like account details, without requiring the customer to switch channels or navigate to another page on your website. For more information, see Flow block in Amazon Connect: Show view. | December 1, 2024 |
Built-in dashboards to analyze conversational AI bot performance | You can use built-in dashboards to monitor the performance of your conversational AI bots. This makes it easy for you to analyze and continuously improve your self-service and automated experiences. From the Contact Lens flows performance dashboard, you can view Amazon Lex and Q in Connect bot analytics including how your customers communicate their issues, the most common contact reasons, and the outcomes of the interaction. For more information, see Flows and conversational bot performance dashboard. | December 1, 2024 |
Automatically categorize your contacts using generative AI | Amazon Connect Contact Lens allows you to automatically categorize your contacts using generative AI, making it easy to identify top drivers, customer experience, and agent behavior for your contacts. You can provide criteria to categorize contacts in natural language, such as Did the customer try to make a payment on their balance? Contact Lens then automatically labels contacts that meet the match criteria, and provides relevant points from the conversation. For more information, see Automatically categorize contacts by matching conversations with natural language statements, or specific words and phrases and Use Generative AI to semantically match contacts with natural language statements. | December 1, 2024 |
Amazon Connect supports external voice transfers to other voice systems | You can integrate Amazon Connect with other voice systems to directly transfer voice calls and metadata without using the public telephone network. You can use Amazon Connect telephony and Interactive Voice Response (IVR) with your existing voice systems to help improve customer experience and reduce costs. Enterprises migrating their contact center to Amazon Connect can start with Amazon Connect telephony and IVR for immediate modernization, and then at a later date migrate their agents to Amazon Connect. For more information, see Set up Amazon Connect external voice transfer to an on-premise voice system. | December 1, 2024 |
Amazon Connect Contact Lens automates agent performance evaluations using generative AI | Amazon Connect Contact Lens provides you with the ability to use generative AI to automatically fill and submit agent performance evaluations. Managers can now specify their evaluation criteria in natural language, and use generative AI for automating evaluations of any or all of agents' customer interactions, and get aggregated agent performance insights across cohorts of agents over time. For more information, see Create an evaluation form with a title in Amazon Connect. | December 1, 2024 |
AI guardrails for Amazon Q in Connect | Amazon Q in Connect, a generative AI powered assistant for customer service, now enables customers to natively configure AI guardrails to implement safeguards based on their use cases and responsible AI policies. Contact center administrators can configure company-specific guardrails for Amazon Q in Connect to filter harmful and inappropriate responses, redact sensitive personal information, and limit incorrect information in the responses due to potential large language model (LLM) hallucination. For more information, see Create AI guardrails for Amazon Q in Connect. | December 1, 2024 |
Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy | Updated the service-linked role managed policy with additional permissions to support the email channel. The Amazon SES actions allow Amazon Connect send, receive, and manage emails by using the Amazon SES APIs. For a description of the additional actions, see Amazon Connect updates to AWS managed policies. | November 22, 2024 |
Amazon Connect email is generally available | Amazon Connect email provides built-in capabilities that make it easy for you to prioritize, assign, and automate the resolution of customer service emails, improving customer satisfaction and agent productivity. For more information, see Set up email. This release includes additional APIs. For more information, see Email actions in the Amazon Connect API Reference Guide. | November 22, 2024 |
Amazon Connect Contact Lens launches calibrations for agent performance evaluations | You can conduct calibration sessions to drive consistency and accuracy in how managers evaluate agent performance. Through calibrations, you can review differences in evaluations filled by different managers to align managers on evaluation best practices and identify opportunities to improve the evaluation form. For more information, see Calibration sessions for performance evaluations. | November 22, 2024 |
Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy | Updated the service-linked role managed policy with Amazon Connect Customer Profiles and Amazon Q in Connect permissions. For a list of the additional actions, see Amazon Connect updates to AWS managed policies. | November 18, 2024 |
Updated AmazonConnectCampaignsServiceLinkedRolePolicy service-linked role managed policy | Updated the service-linked role managed policy with Amazon Connect, EventBridge, and Amazon Q in Connect permissions. For a list of the additional actions, see Amazon Connect updates to AWS managed policies. | November 18, 2024 |
Amazon Connect offers personalized and proactive engagement capabilities | Amazon Connect offers a set of capabilities to help you proactively address customer needs before they become potential issues, enabling better customer outcomes. You can initiate proactive outbound communications for real-time service updates, promotional offers, product usage tips, and appointment reminders at just the right moments throughout your customer’s experience from the right channel. For more information, see Set up customer segments in Amazon Connect Customer Profiles and Set up Amazon Connect outbound campaigns. | November 18, 2024 |
Create custom dashboards | You can create custom dashboards, as well as add and remove widgets from existing dashboards. This functionality enables you to change widgets to create the view that best fits your specific business need. For example, if you want to monitor performance covering self-service, queue, and agent, you can add all three types of widgets to your dashboard to have a single end-to-end view of contact center performance. For more information, see Dashboards in Amazon Connect for getting contact center performance data. | November 14, 2024 |
Updated AmazonConnectSynchronizationServiceRolePolicy service-linked role managed policy | Consolidated allowed actions and added a deny-list of actions for Managed Synchronization. For more details on the changes, see Amazon Connect updates to AWS managed policies. | November 12, 2024 |
Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy | Updated the service-linked role managed policy with additional permissions to get and list Amazon Chime SDK Voice Connectors that are associated with Amazon Connect. For a description of the additional actions, see Amazon Connect updates to AWS managed policies. | October 25, 2024 |
Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy | Updated the service-linked role managed policy with Amazon Connect Customer Profiles and Amazon Q in Connect permissions. For a list of the additional actions, see Amazon Connect updates to AWS managed policies. | October 25, 2024 |
Monitor Amazon Q in Connect by using CloudWatch Logs | To gain visibility into the real-time recommendations that Amazon Q in Connect provides to your agents, and the customer intents it detects through natural language understanding, you can query CloudWatch Logs. For more information, see Monitor Amazon Q in Connect by using CloudWatch Logs. | October 25, 2024 |
Forecasting data in Amazon Connect Analytics data lake | You can use published forecast (short-term and long-term) data in the analytics data lake. This makes it easier for you to generate reports and insights from this data. For example, you can build dashboards that compare forecasts against actuals or view this data in conjunction with other data sets such as sales forecasts. For more information about the content of the forecasting tables in the data lake, see Forecasting data in Amazon Connect Analytics data lake. | October 25, 2024 |
Use screen sharing with web and video calls | You can use screen sharing with Amazon Connect web and video calls, and pass contextual information to Amazon Connect. Screen sharing enables agents to quickly gain an understanding of issues and help guide the customer. For more information, see Set up in-app, web, video calling, and screen sharing capabilities. In addition, see the StartScreenSharing API. | October 23, 2024 |
Amazon Connect Chat provides SDKs for iOS and Android | Amazon Connect Chat provides SDKs for iOS and Android, allowing you to deliver native in-app chat experiences that improve customer satisfaction and reduce operational costs. These SDKs provide pre-built components for network and session management. For more information, see Integrate Amazon Connect chat into a mobile application. | October 21, 2024 |
Amazon Q in Connect adds personalized guidance for agents | Amazon Q in Connect can recommend personalized guidance to agents using customer data from Amazon Connect and other third-party CRM systems. Amazon Q in Connect detects the customer's intent from the real-time voice or chat conversation and understands customer data to recommend what an agent should say or what action they should take. For more information, see Use Amazon Q in Connect for generative AI–powered agent assistance in real-time. | October 7, 2024 |
Added new configuration capabilities to metrics dashboards | Three configuration capabilities have been added to the Amazon Connect metrics dashboards:
For more information, see Dashboards for getting contact center performance data. | October 4, 2024 |
Send message flow block to initiate outbound SMS contacts | Amazon Connect supports the ability to initiate outbound SMS contacts, enabling businesses to help increase customer satisfaction by engaging customers on their preferred communication channel. For more information, see the Send message flow block and the StartOutboundChatContact API. | September 30, 2024 |
Updated AmazonConnectSynchronizationServiceRolePolicy service-linked role managed policy | Updated the service-linked role managed policy with additional permissions to
support the launch of the | September 25, 2024 |
Enhancements for automated evaluations | You can use automated evaluations with optional questions. In addition, you can use automated evaluations with additional contact metrics. For more information, see Create a rule that submits an automated evaluation. | September 4, 2024 |
View the Intraday forecast performance dashboard | Use the Intraday forecast performance dashboard to view forecasts that are updated every 15 minutes for queues that have a minimum of 5000 unique contacts per week, per queue-channel for last 4 weeks. For more information, see Intraday forecast performance dashboard. | August 30, 2024 |
View the Intraday forecast performance dashboard | Use the Intraday forecast performance dashboard to view forecasts that are updated every 15 minutes for queues that have a minimum of 5000 unique contacts per week, per queue-channel for last 4 weeks. For more information, see Intraday forecast performance dashboard. | August 29, 2024 |
View an audit trail for changes to an agent performance evaluation | You can review the changes made to an agent performance evaluation when it is re-submitted. Previously the audit trail was available in an S3 bucket. Now it's available in the Amazon Connect admin website. For more information, see View an evaluation audit trail. | August 22, 2024 |
Specify a flow that runs when a callback is created | You can specify a flow that runs when a callback is created for customers who want to maintain their position in queue. For example, you can specify a flow that sends an advance SMS to notify the customer, updates contact attributes with the latest customer data for reference on the call, or terminate the callback if the issue has already been resolved. For more information, see the Set creation flow parameter on the Transfer to queue block. | August 16, 2024 |
Updates to filter comparison operator and metric results dimension for the GetMetricDataV2 API | You can now use metric threshold comparison operator such as | August 12, 2024 |
Programmatically set routing criteria on a contact via the UpdateContactRoutingData API | You can now use the | August 9, 2024 |
Guidance on troubleshooting audio quality issues | Published a topic on how to troubleshoot audio quality issues. For more information, see Troubleshoot audio quality issues by using QualityMetrics in the contact record. | August 5, 2024 |
Amazon Connect supports audio optimization for Amazon WorkSpaces cloud desktops | You can deliver high-quality voice experiences in Amazon WorkSpaces Virtual Desktop Infrastructure (VDI) environments. Amazon Connect automatically optimizes audio by redirecting media from your agent’s local desktop to Amazon Connect, simplifying the agent experience and improving audio quality by reducing network hops. For more information, see Optimize Amazon Connect audio for Amazon WorkSpaces cloud desktops. | August 5, 2024 |
Configure when whisper flows are used | You can configure when whisper flows are used during a contact. For example, you can choose to turn off whisper flows during an outbound or callback scenario to save time when the agent and customer are expecting the contact. This helps you optimize the performance of your flows and reduce the duration of a contact. For more information, see Flow block: Set whisper flow. | July 31, 2024 |
Download screen recordings from the Contact details page | You can download screen recordings from the Contact details page in the Amazon Connect admin website. This enables you to evaluate contact quality and agent performance by using offline reviews, as well as review downloaded screen recordings with agents for coaching. This release also provides a new security profile permission—Screen recording - Enable download button—to manage who can download screen recordings. For more information, see Review agent screen recordings. | July 26, 2024 |
Updated AmazonConnectSynchronizationServiceRolePolicy service-linked role managed policy | Updated the service-linked role managed policy with additional permissions for Managed Synchronization. For a description of the additional actions, see Amazon Connect updates to AWS managed policies. | July 24, 2024 |
Dashboard and metrics for outbound campaigns | You use the outbound campaigns performance dashboard to understand the performance of your outbound campaigns across voice contacts. For a list of new outbound campaigns historical metrics, see the Release notes for Amazon Connect. | July 24, 2024 |
Faster generative AI-powered post-contact summaries for agents ACW | Enhancements to generative AI-powered post-contact summaries enable your users to access them within seconds after a contact ends. For example, agents can access post-contact summaries on the CCP and use them to quickly complete after contact work (ACW). These faster summaries are available by using APIs and Amazon Kinesis Data Streams, enabling you to integration with third-party agent workspace or CRM systems. For more information, see View generative AI-powered post-contact summaries. | July 22, 2024 |
Amazon Connect Client Application v2.0.1 is available | Released Amazon Connect Client Application v2.0.1. This version includes bug fixes and enhancements to improve the stability and monitoring of the application. To download the latest version, see Amazon Connect Client Application. | July 22, 2024 |
Automated rotation of agent shifts | You can create a pattern of shifts that agents will repeatedly rotate through (for example, morning shift, afternoon shift, night shift). You can define how many weeks each shift should be scheduled before moving to the next one in the rotation. This feature makes it easier to administrate schedules and ensure that agents receive a business-defined sequence of shifts. For more information, see Set up shift rotation patterns. | July 10, 2024 |
Updates to Routing Profiles and Queues Search APIs | You can search for routing profiles by associated queues, and search for
queues based on the routing profile they are assigned to by using the
| June 30, 2024 |
Route contact within a queue to a specific agent | You can now offer a contact in a queue to a specific agent or set of agents based on user ID; if the agent is not available within a given period of time, you can expire off the routing criteria to instead offer the contact to any available agent in queue. For more information, see Routing using agent proficiencies. | June 28, 2024 |
Amazon Connect outbound campaigns performance dashboard | You can use the outbound campaigns performance dashboard to understand the performance of your outbound campaigns across voice contacts. For more information, see Outbound campaigns performance dashboard. | June 28, 2024 |
Amazon Q in Connect recommends step-by-step guides | Amazon Q in Connect, a generative-AI powered assistant for contact center agents, recommends step-by-step guides in real-time. Agents use step-by-step guides to quickly take action to resolve customer issues. For more information, see Integrate Amazon Q in Connect with step-by-step guides. In addition, see the following new APIs that are part of this release: CreateContentAssociation, DeleteContentAssociation, GetContentAssociation, ListContentAssociations | June 27, 2024 |
Updated AmazonConnectReadOnlyAccess managed policy | Updated the managed policy due to the renaming of the Amazon Connect action
| June 15, 2024 |
Updated look and feel for the Amazon Connect agent workspace | you can also easily build and embed third-party applications that have a consistent look and feel with the agent workspace by using Cloudscape Design System components. For more information, see Access third-party applications in the agent workspace. | June 3, 2024 |
Set the forecast time zone | You can generate, view, and download forecasts in the time zone where your business operates. Amazon Connect automatically adjusts forecasts to account for daylight saving changes. For example, if your contact center receives contacts from 8AM-8PM US Eastern time, then forecasts will automatically switch from 8AM-8PM Eastern Daylight Time (EDT) to 8AM-8PM Eastern Standard Time (EST) on November 3, 2024. Time zone support in forecasts simplifies the day-to-day experience for managers. For more information, see Set the forecast time zone. | May 29, 2024 |
Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy | Updated the service-linked role managed policy with Amazon Cognito user pools permissions to use select read operations and Amazon Connect Customer Profiles permissions to put data into Customer Profiles . For a description of the additional actions, see Amazon Connect updates to AWS managed policies. | May 23, 2024 |
Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy | Updated the service-linked role managed policy with the Amazon Q in Connect API action
| May 20, 2024 |
New flow and flow module analytics | Added the following historical metrics for flows and flow modules: Average flow time, Flows started, Flows outcome, Flows outcome percentage, Maximum flow time, and Minimum flow time. For a description of each metric, see Historical metrics definitions. Added the flows dashboard. Added the ability to create a rule when a flow or flow module breaches a rule you define. | May 15, 2024 |
New metrics available on the Historical metrics page | The following metrics are available on the Historical metrics page in the Amazon Connect admin website: Abandonment rate, Agent non-response without customer abandons, Average contact duration, Average conversation duration, Average customer hold time all contacts, Average agent greeting time, Average agent interruptions, Average holds, Average agent interruption time, Average non-talk time, Average resolution time, Average talk time, Average agent talk time, Average customer talk time, Agent talk time percent, Customer talk time percent, Talk time percent, Non-talk time percent, Contacts handled (connected to agent timestamp), Contacts queued (enqueue timestamp), Callback attempts, Contacts abandoned in X, Contacts answered in X, Contacts resolved in X. For a description of each metric, see Historical metrics definitions. | May 2, 2024 |
Voice contacts rejected by an agent have a state of REJECTED | Voice contacts rejected by an agent used to have a state of | April 2, 2024 |
Combined Amazon Connect API reference guides | Combined all the API reference guides for Amazon Connect services (for example, Amazon Q in Connect, Cases, Outbound Campaigns, Voice ID) into the main Amazon Connect API reference guide. Published redirects so existing bookmarks continue to work. See the Amazon Connect API Reference. | March 27, 2024 |
GA for generative AI-powered post-contact summaries | Released generative AI-powered post-contact summaries for general availability. This feature summarizes long customer conversations into succinct, coherent, and context rich contact summaries. For example, a summary might say "The customer didn't receive a reimbursement for a last minute flight cancellation and the agent didn't offer a partial reimbursement as per the SOP." For more information, see View generative AI-powered post-contact summaries. | March 25, 2024 |
Historical metrics for case management | Amazon Connect Cases provides the following metrics for case management: Average case resolution time, Average contacts per case, Cases created, Cases reopened, Cases resolved, Cases resolved on first contact, Current cases. | February 29, 2024 |
Added topic on best practices for outbound campaigns | For more information, see Best practices for Amazon Connect outbound campaigns. | February 19, 2024 |
Amazon Connect Cases provides audit history on cases | For information on how to enable the feature for your users, see Assign permissions. Also, see GetCaseAuditEvents in the Amazon Connect API Reference. | February 2, 2024 |
Added topic on managing chat across Regions | For more information, see Manage chat across Regions. | February 2, 2024 |
Added topic on opt out of using your data for service improvement | Learn which Amazon Connect services use your customer's content that you provide to train models and continuously improve your experience, and how to opt out if desired. For more information, see Opt out of using your data for service improvement. | January 19, 2024 |
Added topic on best practices for using PutDialRequestBatch for outbound campaign calling | For more information, see Best practices for using PutDialRequestBatch for outbound campaign calling. | January 19, 2024 |
GA for Amazon Connect outbound campaigns voice dialing API | Released the PutDialRequestBatch for general availability. This API enables you to use your own list management capability to set up the contact strategy (for example, campaign start and end times, do-not-call times, maximum contact attempts) while programmatically using Amazon Connect predictive dialer with machine learning (ML)–powered answering machine detection. This helps increase live-party connections. | January 12, 2024 |
Barge for chat: Managers can join ongoing chats between agents and customers | Managers can join and participate in ongoing chats between agents and customers, ensuring that even the most complex customer issues are resolved quickly and accurately. For more information, see Barge live voice and chat conversations . Also see updates to the MonitorContact and SendEvent APIs. | January 12, 2024 |
High-quality voice experiences for agents using Citrix Virtual Desktop Infrastructure (VDI) environments. | Your agents can leverage the Citrix remote desktop application to offload audio processing to their local device and to automatically redirect audio to Amazon Connect. For more information, see Citrix VDI with Amazon Connect audio optimization. | January 10, 2024 |
GetRecommendations and QueryAssistant APIs will be discontinued starting June 1, 2024 | Two Amazon Q in Connect APIs—GetRecommendations and QueryAssistant—will be discontinued starting June 1, 2024. To receive generative responses after March 1, 2024, you will need to create a new Assistant in the Amazon Connect console and integrate the Amazon Q in Connect JavaScript library (amazon-q-connectjs) into your applications. | January 10, 2024 |
Granular access controls using resource tags for historical metrics reports | You can apply granular permissions to resource metrics that are included in historical metrics reports. For more information, see Apply tag-based access control to historical metrics reports. | January 3, 2024 |
Pause and resume tasks | You can pause and resume all tasks that aren't expired, disconnected, or scheduled for a later time. This enables agents to free up an active slot so they can receive more critical tasks when their current task is stalled, for example, because of a missing approval or waiting on an external input. For more information, see Concepts: Pause and resume tasks. Also see the PauseContact and ResumeContact APIs. | December 15, 2023 |
More granular billing reports | Apply contact tags to obtain more detailed billing reports in AWS Cost Explorer and AWS Cost & Usage Reports. For more information, see Set up granular billing for a detailed view of your Amazon Connect usage. Also see TagContact and UntagContact in the Amazon Connect API Reference. | December 15, 2023 |
New metrics: Contacts Answered/Abandoned in X | On the Real-time metrics page, you can define custom thresholds for Contacts abandoned in X and Contacts answered in X, where X is a time range that you specify. | December 4, 2023 |
Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy | Updated the service-linked role managed policy to use Amazon Pinpoint phone numbers to allow Amazon Connect to send SMS. For a description of the additional actions, see Amazon Connect updates to AWS managed policies. | November 28, 2023 |
No-code UI builder for step-by-step guides | This feature allows you to create and manage the UI pages shown to agents in step-by-step guides. Using a drag-and-drop interface you are able to define static and dynamic content for the agent’s UI. This includes layouts, styles, and dynamic data, which enables you to control the look and feel of your agent’s experience. With this capability, you are able define what gets displayed in your agent’s UI during the step-by-step guided experience. For more information, see the No-code UI builder documentation. | November 28, 2023 |
Customer Profiles provides a generative AI powered customer data mapping capability | Customer Profiles provides a generative AI powered customer data mapping capability that significantly reduces the time needed to create unified profiles, which allows you to create more personalized customer experiences more efficiently. For more information, see Generative AI powered data mapping. | November 28, 2023 |
Analytics data lake (Preview) | You can use Analytics data lake as a central location to query various types of data from Amazon Connect. This data includes contact records and Contact Lens conversational analytics. Data is refreshed around every 24 hours. You can use the Analytics data lake to create custom reports or run SQL queries. For more information, see Access Analytics data lake. For a list of new actions, see the Analytics data lake actions topic in the Amazon Connect API Reference. | November 28, 2023 |
Amazon Connect supports two-way SMS | Amazon Connect supports two-way Short Messaging Service (SMS) capabilities, making it easy for you to resolve customer issues by text messaging. SMS offers a ubiquitous and convenient channel for customers to get help, while enabling you to deliver personalized experiences at a lower cost. For more information, see Set up SMS messaging. For a list of new actions, see the Release notes. | November 28, 2023 |
Amazon Connect provides in-app, web, and video calling | The Amazon Connect in-app, web, and video calling capabilities enable your customers to contact you without ever leaving your web or mobile application. You can use these capabilities to pass contextual information to Amazon Connect. This enables you to personalize the customer experience based on attributes such as the customer's profile or other information, like actions previously taken within the app. For more information, see Set up in-app, web, and video calling capabilities and the StartWebRTCContact action in the Amazon Connect API Reference. | November 28, 2023 |
Amazon Connect Contact Lens provides real-time conversational analytics for chat | Contact Lens provides real-time conversational analytics for chat, extending the machine learning-powered post-contact analytics (for example, sentiment analysis, automated contact categorization, and more) to real-time contact scenarios. For more information, see Analyze conversations using conversational analytics and the ListRealtimeContactAnalysisSegmentsV2 action in the Amazon Connect API Reference. | November 28, 2023 |
Amazon Connect Contact Lens provides generative AI-powered post-contact summaries (Preview) | Contact Lensprovides generative AI-powered post-contact summaries, enabling contact center managers to more efficiently monitor and help improve contact quality and agent performance. For more information, see View generative AI-powered post-contact summaries (Preview). | November 28, 2023 |
Added Amazon Q in Connect | Amazon Q in Connect is a generative AI–customer service assistant. It is an LLM-enhanced evolution of Amazon Connect Wisdom that delivers real-time recommendations to help contact center agents resolve customer issues quickly and accurately. For more information, see Use Amazon Q in Connect for generative AI– powered agent assistance in real-time and the Amazon Q in Connect API Reference. | November 28, 2023 |
Create quick responses | Quick responses provide pre-written answers to common customer inquiries during a chat conversation. The responses can save time and reduce customer frustration. For more information, see Create quick responses for use with chat contacts and Search for quick responses in CCP. | November 17, 2023 |
View and manage applied service quotas for Amazon Connect using AWS Service Quotas | Service Quotas allows you to view both default and applied quota values for resources used by each of your Amazon Connect instances. When requesting a quota increase, Service Quotas allows you to indicate both the Amazon Connect quota and desired value. For quotas that support resource level adjustability you can also specify your Amazon Connect instance. For more information, see Amazon Connect service quotas | November 16, 2023 |
Added an action to AmazonConnectServiceLinkedRolePolicy | Updated | November 15, 2023 |
Amazon Connect prompts configuration page provides CloudTrail coverage | The prompts configuration user interface has been updated to make it more efficient for you to manage prompts. In addition, when you add, update or delete a prompt from the Amazon Connect admin website, a record of that activity is available in AWS CloudTrail for visibility, reporting, and compliance. For more information about the new prompts page, see Create prompts. | November 10, 2023 |
Amazon Connect enables integration with your preferred file scanning application to detect malware | You can integrate Amazon Connect with your preferred file scanning application to detect malware or other unwanted content in attachments before they can be shared in a chat or uploaded to a case. This capability provides an additional layer of protection for your customers and organization by preventing malicious files from being shared and downloaded. For more information, see Set up attachment scanning. | November 9, 2023 |
Updated AmazonConnectCampaignsServiceLinkedRolePolicy service-linked role managed policy | Updated the service-linked role managed policy for outbound campaigns. For a description of the additional actions, see Amazon Connect updates to AWS managed policies. | November 8, 2023 |
Amazon ConnectAmazon Connect outbound campaigns voice dialing API | Amazon Connect outbound campaigns supports high-volume voice outreach by using the BatchPutContact API. You can use your own list management capability to set up the contact strategy (for example, campaign start and end times, do-not-call times, maximum contact attempts), while programmatically using the Amazon Connect predictive dialer with machine learning (ML)–powered answering machine detection. This increases live-party connections and reduces the amount of time agents waste with unanswered calls. You can also track outcomes of all campaign calls using the Amazon Connect contact record. | November 8, 2023 |
Amazon Connect Cases supports author name on comments | You can programmatically add and view author comments by using the CreateRelatedItem and SearchRelatedItems APIs. | November 8, 2023 |
Added new service-linked role policy and service-linked role | Added | November 3, 2023 |
Added Create persistent chat association flow block and new API | You can set up a chat to be persistent either when the chat session is initially created or at any time during the lifetime of the chat. To set up persistent chat after the chat session has started, use the new CreatePersistentContactAssociation API or include the new Create persistent contact association block in your flow. | November 3, 2023 |
Added configuration management across AWS Regions for Amazon Connect Global Resiliency customers | Amazon Connect Global Resiliency customers can use the ReplicateInstance API to copy configuration information for resources such as users, routing profiles, queues, and flows across AWS Regions. The API also automatically matches the service quotas for these resources across AWS Regions as part of the replication process. For more information, see Create a replica of your existing Amazon Connect instance. Added the BatchGetFlowAssociation API. Use this API to obtain a list of flow-associations for the resource identifiers provided in the API request. For example, you can list which phone numbers are associated with which flows in an Amazon Connect instance. | November 2, 2023 |
Added Contact Lens conversational analytics metrics in the API | You can analyze aggregate agent and contact performance using Contact Lens conversational analytics metrics in the GetMetricDataV2. The following new metrics were added: non-talk time percent, talk time percent, talk time agent percent, and talk time customer percent. For descriptions of these metrics, see Historical metrics definitions. | November 2, 2023 |
Added actions to AmazonConnectServiceLinkedRolePolicy | Updated | October 30, 2023 |
Increased quota for GetProfileObjectType | Changed default limit for GetProfileObjectType from 5 to 10. | October 28, 2023 |
Third-party applications preview | You can integrate third-party applications into the agent workspace. For more information, see Third-party applications (3p apps) in the agent workspace (Preview) and the Amazon Connect agent workspace third-party developer guide. | October 27, 2023 |
Added actions to AmazonConnectServiceLinkedRolePolicy | Updated | October 25, 2023 |
Updated the definition of Contact handle time | Contact handle time includes the time agents spend in an Offline status making outbound calls. | October 23, 2023 |
Added UpdatePhoneNumberMetadata API | Use the UpdatePhoneNumberMetadata to update the metadata for a phone number, such as the phone number description. | October 23, 2023 |
Outbound calling restrictions | Added a new topic that explains restrictions that are in place for outbound calling with Amazon Connect: Outbound calling restrictions. | October 16, 2023 |
Add as many as four access control tags to a single security profile | Adding additional access control tags will make a given security profile more
restrictive. For example, if you add four access control tags like
| October 16, 2023 |
Updated default rate limit for GetContactAttribute and UpdateContactAttribute | For new Amazon Connect instances, the default rate limit for GetContactAttribute and UpdateContactAttribute has been updated. For more information, see API throttling quotas. | October 6, 2023 |
Added actions to AmazonConnectServiceLinkedRolePolicy | Updated | October 6, 2023 |
Create and customize up to 15 communications widgets | You can create and customize up to 15 communications widgets per Amazon Connect instance. For more information, see Add a chat user interface to your website. | October 5, 2023 |
Access trailing 90 days of historical agent and contact metrics | You can access the trailing 90 days of historical agent and contact metrics (for example, Service level, Average handle time by using the GetMetricDataV2 API. You can also make requests spanning up to 35 days with data categorized by customizable time intervals such as 15 minutes, hourly, or weekly. Also added five new metrics to the GetMetricDataV2 API. They are not available in the Amazon Connect admin website. For a list, see the Release notes. | October 3, 2023 |
Amazon Connect Client Application v1.0.2.38 is available | Released Amazon Connect Client Application v1.0.2.38. This version contains minor fixes and improvements. For more information, see Amazon Connect Client Application. | September 29, 2023 |
Added actions to AmazonConnectServiceLinkedRolePolicy | Updated | September 29, 2023 |
Added "View my contacts" permission | Added a new security profile permission: View my contacts. On the Contact search page, agents who have this permission can access the contacts that they've handled. If you're using Contact Lens, agents can also review the analyzed recording and transcripts of the contact. For more information, see Security profile permissions for Contact Lens. | September 25, 2023 |
Streams API upgrade for third-party cookies | This upgrade prevents the blocking of third-party cookies from impacting Amazon Connect across Chrome and all supported browsers. For more information, see Use Amazon Connect Streams API for third-party cookies. | September 22, 2023 |
Create alerts on real-time metrics | You can create rules that automatically send emails or tasks to managers based on the values of real-time metrics. This enables you to alert managers on contact center operations that could potentially impact the end-customer experience. For more information, see Create alerts on real-time metrics. | September 20, 2023 |
"Maximum contacts in queue" includes all channels | If you have a queue that combines more than one channel, and you set a custom value for Maximum contacts in queue, the queue stops accepting new contacts after that number is reached, regardless of the distribution of contacts. For example, if you set the value to 50, and the first 50 contacts are chats, then voice calls are not routed to this queue. For more information, see Set the Maximum contacts in queue limit. | September 15, 2023 |
Manage contacts from the Contact details page | On the Contact details page of an in-progress contact, you can manage a contact by transferring, rescheduling, or ending the contact. For more information, see Manage contacts from the Contact details page. | September 14, 2023 |
Upload file attachments to cases | Agents can upload file attachments to cases. For more information, see Enable attachments. For a list of supported file types, see Feature specifications. | September 11, 2023 |
Subscribe to the CONTACT_DATA_UPDATED event type in the contact event stream | You can subscribe to an event type called | September 11, 2023 |
Search for in-progress contacts | You can search for in-progress contacts on the Contact search page. For more information, see Search for in-progress contacts. | September 11, 2023 |
APIs to programmatically configure views in step-by-step guides | Amazon Connect provides APIs to programmatically create and manage view resources used in step-by-step guides. View resources define what gets displayed in your agent’s UI during a step-by-step guide. For more information, see the View resource documentation. | September 7, 2023 |
Support for UIFN in more than 60 countries | Amazon Connect supports Universal International Freephone number (UIFN) in more than 60 countries that are registered with the International Telecommunications Union, an organization that supports the administration of the UIFN service. Amazon Connect allows you to enable UIFNs in as many countries as you need, with a requirement of at least 5 countries. For more information, see UIFN service. | September 1, 2023 |
Voice dialing for outbound campaigns, no agents required | You can use Amazon Connect outbound campaigns for high-volume outreach with no agents required. A new dialer type called "Agentless" makes it easier to proactively communicate with your customers for use cases such as personalized voice notifications and appointment reminders. For more information, see Create an outbound campaign and the CreateCampaign API. | August 31, 2023 |
Amazon Connect Cases supports nine additional languages | For more information, see Amazon Connect Cases in the Languages supported by Amazon Connect topic. | August 28, 2023 |
Granular access controls using resource tags for the agent activity audit report | You can apply granular permissions to the agent activity audit report in the Amazon Connect historical metrics UI using resource tagging and tag-based access controls. For more information, see tag-based access controls for agent activity audit and tag-based access controls in Amazon Connect. | August 25, 2023 |
Enhanced user bulk edit | You can now update up to 100 user records on the Amazon Connect admin website in less than half the time it used to take to make bulk updates. This enhancement is especially useful during contact surges when you may need to change the routing profile for many agents. For more information, see Edit users in bulk. | August 24, 2023 |
Amazon Connect scheduling supports agent group activities | Amazon Connect scheduling allows contact center managers to more efficiently create and manage activities for groups of agents. For more information, see Add shift activities in draft or published schedules. | August 24, 2023 |
GA for global sign-in and agent distribution capabilities | Released the following Amazon Connect Global Resiliency capabilities for general availability: global sign-in and agent distribution across Amazon Connect Regions. For more information, see Set up your agent's experience with Amazon Connect Global Resiliency. For a list of new APIs associated with this release, see the Release notes for Amazon Connect. | August 10, 2023 |
Sorting on column header names | You now have the ability to sort by choosing a column header, rather than choosing the smaller arrow next to the header text. For more information about real-time metrics, see Real-time metrics reports. | August 8, 2023 |
100 rows on real-time metrics tables | You can now view up to 100 rows in the real-time metrics tables on the Real-time metrics page. Previously, the maximum was 50 rows. For more information about real-time metrics, see Real-time metrics reports. | August 8, 2023 |
Route based on time since last inbound contact | Added an option to specify that selected agents with this routing profile will not have their routing order impacted by outbound contacts. For more information, see Create a routing profile. | August 4, 2023 |
Use the mini-map to navigate a flow | On the flow designer, the mini-map view to helps you easily navigate the flow. The drag-to-move mini-map has visual highlights that enable you to quickly move to any point in the flow. For more information, see Use the mini-map to navigate a flow. | July 31, 2023 |
Undo and redo actions in the flow designer | For more information, see Undo and redo actions in the flow designer. | July 31, 2023 |
Restrict attributes to specific flows | Released a new type of attributes called a flow attribute. Flow attributes are restricted to the flow in which they are configured. They are useful in situations where you don't want to persist the data throughout the contact, such as when you need to use sensitive information like the customer's credit card number to do a Lambda data dip. For more information, see Flow attributes. | July 31, 2023 |
Customize the names of flow blocks | To help you distinguish blocks in a flow, you can customize the names of blocks. For example, you might rename a Play Prompt flow block to Welcome message or a Get customer input flow block to Hotel booking Lex bot. For more information, see Set custom flow block name. | July 31, 2023 |
Archive, restore, and delete flows and modules | You can archive, restore, and delete flows and modules by using the Amazon Connect admin website. This makes it easier to manage flows and modules that are not in use or no longer needed. For example, flows used only during certain times of the year can be archived when not in use and then unarchived when needed. When a flow has been archived, you can then permanently delete the flow so it is no longer available within your list of flows. For more information, see Archive, restore, and delete flows and modules. | July 31, 2023 |
Add notes to a block | For more information, see Add notes to a block. | July 31, 2023 |
Added permissions for using Wisdom page in console | For more information, see Required permissions for using custom IAM policies to manage access to the Amazon Connect console. | July 28, 2023 |
Streamlined the left nav in the documentation | Streamlined the left navigation menu in the Amazon Connect Administrator Guide to make it easier to navigate. | July 27, 2023 |
Schedule flexible days and shift activities based on shift length | You can generate agent schedules that have the appropriate number of activities, such as breaks or meals, depending on the duration of the shift. The required number of breaks and meals are automatically placed in schedules that are compliant to various regional labor laws. You can generate agent schedules that include flexible days, that is, days that will be optionally scheduled if there's a need. Amazon Connect can automatically generate flexible schedules that are compliant to agent's contracts and regional labor laws, thereby saving time for schedulers. For more information, see Create shift profiles. | July 27, 2023 |
Import time off balances | You can import time off balances for your users. You can also set the group allowance for time off by hour, for each calendar day, for specific time off activities. Amazon Connect uses the time off balance to automatically approve or decline time off requests based on the agent's available net balance and the group allowance for time off. For more information, see Import an agent's time off balance in a .csv file and Set group allowance for time off. | July 27, 2023 |
Amazon Connect Customer Profiles supports rule-based matching and merging | Amazon Connect Customer Profiles supports rule-based resolution to match and merge similar profiles into unified ones. This enables you to enhance customer service by granting agents and automated systems access to relevant customer information. As a result, interactions become faster and more personalized for customers. For more information, see Use Identity Resolution to consolidate similar profiles. | July 27, 2023 |
Amazon Connect Client Application v1.0.1.33 is available | Released Amazon Connect Client Application v1.0.1.33. With this newer version you no longer need to restart your desktop after installing the client application. For the download location, see the Amazon Connect Client Application topic. | July 21, 2023 |
Amazon Connect Cases provides case assignment | Case assignment helps organizations reduce the time to resolve customer issues by clearly tracking case activities and resolution ownership. Agents can associate a case with a queue or an individual agent for resolution. Agents can view and filter cases assigned to their queue, and managers can directly assign cases to individual agents. For more information, see Set up case assignment. | July 20, 2023 |
Updated ordering and porting numbers in Brazil | Process and ID requirements have changed. For more information, see Brazil in the Region requirements for ordering and porting phone numbers topic. | July 19, 2023 |
Contact Lens Conversational Analytics metrics in the API | You can analyze aggregate agent and contact performance using Contact Lens Conversational Analytics metrics in the GetMetricDataV2 API. The list of metrics include Average contact duration, Average conversation duration, Average greeting time agent, Average holds, Average interruptions agent, Average interruption time agent, Average non-talk time, Average talk time, Average talk time agent, and Average talk time customer. For more information, see Historical metrics definitions and GetMetricDataV2. | July 18, 2023 |
Amazon Connect Wisdom supports real-time recommendations for chat conversations | Amazon Connect Wisdom delivers ML-powered, real-time recommended information to help chat agents quickly solve customer needs. | July 17, 2023 |
Delete queues and routing profiles programmatically | You can delete queues and routing profiles programmatically. For more information, see the following topics in the Amazon Connect API Reference: DeleteQueue and DeleteRoutingProfile. Or see the following CLI topics: delete-queue and delete-routing-profile. To create an AWS CloudFormation template for queues and routing profiles, see the following topics: AWS::Connect::Queue and AWS::Connect::RoutingProfile. | July 13, 2023 |
Agents can change their audio device settings in the CCP and agent workspace | You can configure the Contact Control Panel (CCP) or agent workspace to enable agents to select their preferred device for microphone input and audio output, such as voice media and new contact notifications. For more information, see How to use the CCP to change your audio device settings. | June 30, 2023 |
New interactive message types | Amazon Connect Chat supports new interactive message types: quick replies and carousels. With quick replies, customers are presented with a list of response options (for example, Yes, No) that they can easily click to reply. Carousels present a set of interactive messages in a horizontally-scrolling format. Your customers can scroll through them and select the best option. For more information, see Add interactive messages to chat. | June 29, 2023 |
Search for existing tags within an Amazon Connect instance | Amazon Connect provides the ability to search for existing tags within an instance, both programmatically via API and within the UI. When tagging resources, you can search from pre-existing key:value pairs before creating new ones. For more information, see the SearchResourceTags API. | June 27, 2023 |
Added screen recording capabilities | Amazon Connect Contact Lens provides screen recording capabilities, making it easy for you to help agents improve their performance. With screen recording, you can identify areas for agent coaching (for example, long contact handle duration or non-compliance with business processes) by not only listening to customer calls or reviewing chat transcripts, but also watching the agent's actions while they are handling a contact. For more information, see Set up and review agent screen recordings. | June 16, 2023 |
Amazon Connect scheduling allows agents to manage time off requests | Amazon Connect scheduling now allows contact center agents to manage their time off requests in a self-serve manner. For more information, see Create time off. | June 15, 2023 |
Real-time data export of unified customer profiles to an Amazon Kinesis Data Stream | Amazon Connect Customer Profiles supports real-time data export of unified customer profiles to an Amazon Kinesis Data Stream. Companies can enable data streaming and automatically receive data for new profiles and updates to existing profiles into their Amazon Kinesis Data Stream. For more information, see Set up real-time export. | June 8, 2023 |
GetMetricDataV2 API: Region availability and new functionality | The GetMetricDataV2 API is available in the AWS GovCloud (US-West) Region. GetMetricDataV2 is now available in all AWS Regions where Amazon Connect is offered. This API enables you to access the trailing 35 days of historical agent and contact metrics (for example, service level, average handle time) with customizable filters and groupings. You can use GetMetricDataV2 to build custom dashboards to measure queue and agent performance over time. For example, you can identify the number of contacts that were disconnected by an agent versus disconnected by a customer hanging up. For more information, see GetMetricDataV2. | June 6, 2023 |
Contact Lens theme detection | Contact Lens provides a machine learning powered capability for businesses to help identify top contact drivers by grouping customer conversations into themes. For more information, see Use theme detection to discover issues. | May 24, 2023 |
Troubleshoot monitoring agent conversations | Added feature specifications for monitoring agent conversations. Added when the multi-party calls and enhanced monitoring feature is and is not enabled on your instance, the number of people who can be on the same agent call at the same time. Added a new topic to help you troubleshoot problems that may occur when supervisors monitor live agent conversations. For more information, see Troubleshoot monitoring agent conversations with Amazon Connect. | May 18, 2023 |
New APIs for managing prompts | You can programmatically create and manage prompts using APIs, for example, to extract prompts stored in Amazon Connect and add them to your Amazon S3 bucket. AWS CloudTrail, AWS CloudFormation, and tagging are supported. For more information, see Prompt actions in the Amazon Connect API Reference Guide. Also see AWS::Connect::Prompt in the AWS CloudFormation User Guide. | May 18, 2023 |
Added security information for forecasting, capacity planning, and scheduling capabilities | For more information, see Data protection in Amazon Connect. | May 16, 2023 |
Updated GetMetricDataV2 | GetMetricDataV2 API supports metric data up to the last 35 days. For more information, see GetMetricDataV2. | May 11, 2023 |
Rich formatting in chat titles and subtitles | You can add rich formatting to the titles and subtitles of your chat messages.
For example, you can add links, italics, bold, numbered lists, and bulleted
lists. You use markdown | May 2, 2023 |
GA for Amazon Connect evaluation capabilities | Released Amazon Connect evaluation capabilities for general availability. This release includes the capabilities to create rules based on evaluation results, and search for evaluations and evaluation forms. For more information, see Evaluate agent performance. To manage evaluation forms programmatically, see the Evaluation actions in the Amazon Connect API Reference. To create a shared template for evaluation forms, see the AWS::Connect::EvaluationForm resource in the AWS CloudFormation User Guide. | April 25, 2023 |
Added new CreateParticipant API | Added the CreateParticipant API which you can use to customize chat flow experiences. You use it to integrate custom participants. For more information, see Customize chat flow experiences by integrating custom participants. | April 21, 2023 |
Customer Profiles displays case information in the agent workspace | Using Amazon Connect Customer Profiles inside the agent workspace, agents can see cases from third-party case management solutions and Amazon Connect Cases inside a particular customer profile. For more information, see Use Customer Profiles and Access Customer Profiles in the agent workspace. | April 19, 2023 |
Updated Set recording and analytics flow block topic | Added information that explains how to disable Contact Lens conversational analytics. See Configuration tips in the Flow block: Set recording and analytics behavior topic. | April 14, 2023 |
Updated Service quotas page | Clarified how long it takes for quota increases to be processed. Corrected Scheduled reports per instance to indicate it is not adjustable. For more information, see Amazon Connect service quotas. | April 13, 2023 |
Added Wisdom support for Microsoft SharePoint Online | You can choose Microsoft SharePoint Online as knowledge base for Wisdom articles. | April 12, 2023 |
Update to Set Voice ID block | Updated the Set Voice ID block so it supports fraud watchlist ID for fraud detection. | April 10, 2023 |
Added Cross-channel concurrency | You can configure an agent’s routing profile to receive contacts from multiple channels at the same time. For example, while an agent is on a voice contact, they can be offered contacts from any other channels enabled in the routing profile, such as chats and tasks. For more information, see Create a routing profile. Also see the CrossChannelBehavior API. | April 10, 2023 |
Search, sort, and filter published agent schedules | Schedulers can quickly search, sort, and filter agent schedules from within the published schedule calendar. For more information, see Search and sort a schedule. | April 4, 2023 |
Added staff level shift profile | You can assign a shift profile to individual agents. This is useful to do when, for example, you have part-time agents who are in the same staffing group as your full-time agents, but they require their own shift profile. For more information, see the Associate to shift profile option described in Create staff rules for scheduling. | March 31, 2023 |
Updated Set up outbound caller ID | As of March 31, 2023, Amazon Connect no longer sets CNAM configurations. For more information, see CNAM in the Set up outbound caller ID topic. | March 30, 2023 |
Create step-by-step guides for your agents | Inside the out-of-the-box Amazon Connect agent workspace, you can create workflows that walk agents through custom UI pages that suggest what to do at a given moment during a customer interaction. You can create guides that help agents identify customer issues and recommend subsequent actions, as well as surface screen-pops and forms for submitting transactions and disposition codes. For more information, see Agent Workspace guided experience. | March 27, 2023 |
Added support for nested JSON in Invoke AWS Lambda function flow block | The Invoke AWS Lambda function flow block supports JSON responses. For more information, see Flow block: Invoke AWS Lambda function. | March 27, 2023 |
Added support for multiple fraudster watchlists | Every domain has a default watchlist where all existing fraudsters are placed by default. You can create and manage custom watchlists to be evaluated against for known fraudster detection. For more information, see Known fraudster detection, and see new actions in the Amazon Connect Voice ID API Reference. | March 27, 2023 |
Added Show View flow block | This block is used to configure UI based workflows that you can surface to users in front end applications. For more information, see Flow block: Show view. | March 27, 2023 |
Search and sort schedules in the Schedule Manager | Schedulers can quickly search for schedule names using partial keywords or sort the schedule list based on start date, end date, creation date, or updated date. For more information, see Search and sort a schedule. | March 24, 2023 |
Configure multiple IAM roles that can be assigned to a single user when using SAML 2.0 | You can configure multiple IAM roles that can be assigned to a single user when using SAML 2.0 which enables you to support user access from multiple identity providers simultaneously. For example, if you are migrating identity providers, you can configure multiple IAM roles associated to a single user and that user will be able to access Amazon Connect from either provider. To learn more about configuring IAM roles for SAML 2.0 in Amazon Connect, see the Configure SAML with IAM for Amazon Connect documentation. | March 17, 2023 |
Panel template for interactive chat messages | With a panel template, you can present customers with up to 10 choices under one question in a chat message. For more information, see Add interactive messages to chat. | March 10, 2023 |
Added GetMetricDataV2 API | Added the GetMetricDataV2 API to the Amazon Connect API Reference Guide. This API enables you to programmatically access trailing 14 days of historical agent and contact metrics data. It extends the capabilities of the GetMetricData API, provides new historical metrics (for example, the number of contacts disconnected, and the number of callback attempts), and provides the ability to filter metrics with more granularity. | March 8, 2023 |
Added permission for managing Amazon Connect Customer Profiles Service Linked Roles | Added | March 7, 2023 |
Updated Set up US emergency calling | Updated the steps involved in setting up US emergency calling. For more information, see Set up US emergency calling in Amazon Connect. | March 6, 2023 |
Added the DeleteDomain API for Cases | For more information, see the DeleteDomain API in the Amazon Connect Cases API Reference Guide. | February 24, 2023 |
Added new attribute type ENHANCED_CONTACT_MONITORING to Describe, List and Update Instance Attribute APIs | This release updates the APIs: DescribeInstanceAttribute,
ListInstanceAttributes, and UpdateInstanceAttribute. You can use it to
programmatically enable/disable enhanced contact monitoring using attribute type
| February 24, 2023 |
Added RelatedContactId to StartTaskContact API | You can link together an unlimited number of task contacts using the
| February 24, 2023 |
Amazon Connect Cases integrates with AWS PrivateLink | For more information, see Amazon Connect and interface VPC endpoints (AWS PrivateLink). | February 20, 2023 |
Added CONTACT_EVALUATIONS to ResourceType | In the Amazon Connect API Reference Guide, added
| February 20, 2023 |
Added support to provide visibility into an agent’s next activity | You can view an agent’s next activity in the real-time metrics agent table in the Amazon Connect real-time metrics UI and by using the public API. For more information, see the NextStatus API reference. | February 17, 2023 |
Added support to provide more granular permissions to metrics reports, including new permissions for real-time metrics, historical metrics, and agent activity audit | You can configure more granular permissions to metrics and reports from within security profiles in the Amazon Connect admin website. For more information, see Permissions required to view real-time metrics reports and Agent activity audit permissions. | February 17, 2023 |
Added support for more granular access controls (using resource tags) to view real-time metrics for agents, queues, and routing profiles | You can enable more granular access controls for real-time metrics by configuring resource tags and access control tags within security profiles in the Amazon Connect admin website. For more information, see Real-time tag-based access control and Tag based access control in Amazon Connect. | February 17, 2023 |
S3 Object Lock for the call recordings bucket | You can use Amazon S3 Object Lock in combination with your call recording bucket to help prevent call recordings from being deleted or overwritten for a fixed amount of time, or indefinitely. For more information, see How to set up S3 Object Lock for immutable call recordings. | February 3, 2023 |
CloudFormation templates for instance management | You can use CloudFormation templates to manage Amazon Connect instances for associating Amazon Lex and Lex V2 bots, Lambda functions, security keys, and approved origins—along with the rest of your AWS infrastructure—in a secure, efficient, and repeatable way. For more information, see Amazon Connect resource type reference in the AWS CloudFormation User Guide. | February 2, 2023 |
Added information about key highlights | To learn about the agent's key highlights experience in the Contact Control Panel, see Design a flow for key highlights. | January 30, 2023 |
Updated Concurrent post-chat analytics jobs quota | Changed Concurrent post-chat analytics jobs quota from 100 to 200. For more information, see Contact Lens service quotas. | January 27, 2023 |
Added persistent chat | Customers often start a chat, then leave the conversation and return later to continue chatting. This may happen many times over the course of several days, months, or even years. To support long running chats like these, you enable persistent chat. For more information, see Enable persistent chat. Also see changes to StartChatContact in the Amazon Connect API Reference Guide, and see the GetTranscript API the Amazon Connect Participant Service API Reference Guide. | January 20, 2023 |
Added documentation requirements Brazil, Caribbean, Iceland, and other numbers | Updated documentation requirements for Austria, France, and Japan as well. For more information, see Region requirements for ordering and porting phone numbers. | January 13, 2023 |
Added documentation requirements for porting Argentina numbers | For more information, see Region requirements for ordering and porting phone numbers. | January 9, 2023 |
Updates to GetCurrentMetricData and GetCurrentUserData | For the GetCurrentMetricData API, added support for routing profile filter, sort criteria, and grouping by routing profiles. For the GetCurrentUserData API, added support for routing profiles, user hierarchy groups, and agents as filters, and next status and agent status name. For both APIs, added ApproximateTotalCount. | December 23, 2022 |
Added message receipts feature for chat messages | The message receipts feature allows customers to receive Message delivered and Read receipts after they send a chat message. For more information, see Enable message Delivered and Read receipts in your chat user interface. Also see the SendEvent action, and the Item, MessageMetadata, and Receipt data types in the Amazon Connect Participant Service API Reference Guide. | December 23, 2022 |
Microsoft Edge Chromium support | Amazon Connect now supports Microsoft Edge Chromium. For more information about supported browsers, see Browsers supported by Amazon Connect. | December 22, 2022 |
Added chat timeouts for chat participants | When a chat conversation between an agent and a customer has been inactive (no messages sent) for a certain amount of time, you may want to consider a chat participant to be idle, and you may even want to automatically disconnect an agent from the chat. To set up chat timeout timers, see Set up chat timeouts for chat participants. | December 22, 2022 |
Updated definition of DequeueTimestamp | For the updated definition, see Contact records data model. | December 21, 2022 |
Amazon Connect supports JSON as a content type for chat messages | By supporting JSON as a content type, Amazon Connect provides you with a way to pass additional information over chat to provide rich personalized experiences. For example, rendering updates to a custom UI, customer-built interactive messages, language translation capabilities, and passing customer metadata to a third party bot. For more information, see StartChatContact in the Amazon Connect API Reference Guide, and SendMessage in the Amazon Connect Participant Service API Reference Guide. | December 21, 2022 |
Added feature availability by Region | Added Amazon Connect features (such as Agent workspace, Tasks, and Wisdom), and the Regions where they are available. For more information, see Availability of Amazon Connect services by Region. | December 20, 2022 |
Added topic on Amazon Connect availability by Region | For more information, see Availability of Amazon Connect services by Region. | December 16, 2022 |
Contact Lens granular data redaction | When you set up Contact Lens sensitive data redaction, you can choose which entities you want to redact, and how you want the redaction to appear in the transcript. For more information, see Enable redaction of sensitive data. | December 15, 2022 |
Released Barge to allow contact center managers to join ongoing calls | Barge allows managers to join and participate in an ongoing customer service call between a contact center agent and customer. After joining the call, a manager can speak with the customer, add participants, and even choose to remove an agent if needed. For more information, see Barge live conversations. | December 14, 2022 |
Additional Contact Lens language support and Region availability | Documented that Contact Lens supports the following languages: English - New Zealand, English - South Africa. It is also available in the following Regions: Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore). | December 14, 2022 |
Added user hierarchy to bulk user upload | You can assign the user hierarchy in the .csv file when you add users in bulk. For more information, see Add users in bulk. | December 13, 2022 |
Granular access controls using resource tags for users, security profiles, routing profiles, and queues | You can now enable more granular access controls for security profiles, users, routing profiles, and queues by configuring resource tags within the Amazon Connect console. You can add resource tags to filter and organize these resources logically, and configure access control tags within security profiles to enforce granular permissions. For more information, see Tagging resources in Amazon Connect and Tag based access controls in Amazon Connect. | December 9, 2022 |
Bulk user import now includes agent hierarchy and tags | Amazon Connect now allows you to configure hierarchies and resource tags for users in bulk. You can now assign agent hierarchies and resource tags to each agent using the CSV bulk upload template which is available on the user management page. For more information, see Tagging resources in Amazon Connect. | December 9, 2022 |
Rules Function language | The Rules Function language is a JSON-based representation of a series of rule conditions. Use it to programmatically add conditions to rules. For more information, see Amazon Connect Rules Function language in the Amazon Connect API Reference Guide. | December 7, 2022 |
Search contacts by agent's first or last name is available in AWS GovCloud | For more information, see Search contacts by agent's first or last name. | December 5, 2022 |
GA for Rules APIs | Released a set of Rules APIs that enable you to programmatically create and manage rules. For more information, see Rules actions in the Amazon Connect API Reference. | December 5, 2022 |
GA for Forecasting, scheduling, and capacity planning | Released Forecasting, scheduling, and capacity planning for General Availability. These features help you have the right number of agents working at the right times to achieve your operational goals. For more information, see Forecasting, capacity planning, and scheduling. | November 29, 2022 |
Create step-by-step guides for your agents | Inside the out-of-the-box Connect agent workspace, you can now create workflows that walk agents through custom UI pages that suggest what to do at a given moment during a customer interaction. You can create guides that help agents identify customer issues and recommend subsequent actions, as well as surface screen-pops and forms for submitting transactions and disposition codes. For more information, see Agent Workspace guided experience. | November 29, 2022 |
Contact Lens supports chat | Amazon Connect Contact Lens provides conversational analytics capabilities for Amazon Connect chat, extending the machine learning powered analytics to better assess chat contacts. For more information, see Analyze conversations using Amazon Connect Contact Lens. | November 29, 2022 |
Added evaluation form features to Contact Lens (Preview) | You can create evaluation forms, and then make them available to managers to review conversations along side contact details, recordings, transcripts, and summaries, without the need to switch applications. Conversational analytics automatically pre-populates evaluation scores for criteria like script adherence, sensitive data collection, and customer greetings. For more information, see Evaluate performance (Preview). | November 29, 2022 |
Added configurable Lex timeouts in chat | You can configure how long to wait for a response from a customer in a chatbot conversation before the session expires. For more information, see Configurable time-outs for chat input in the Get customer input topic. | November 22, 2022 |
Create rules that send email notifications | You can create Contact Lens rules that send email notifications to people in your organization. For more information, see Create Contact Lens rules that send email notifications. | November 17, 2022 |
Added MonitorContact API | Added a new API for programmatically initiating monitoring of ongoing contacts. For more information, see MonitorContact API. | November 17, 2022 |
Search for profiles using multiple search keys | In addition to searching for profiles with a single search key (i.e., a
key-values(s) pair), the SearchProfiles API has been enhanced to support
searching for profiles using multiple keys and logical operators. This new
functionality allows you to use between 1 and 5 search keys with
| November 14, 2022 |
Increased Cases domain quota from 2 to 5 | Increased the default maximum number of Cases domains per AWS account from 2 to 5. For more information, see Amazon Connect Cases service quotas. | November 9, 2022 |
Added new fields to the GetFederationToken response payload | Added | November 9, 2022 |
Added ability to disable case templates through the UpdateTemplate API | Disabling templates prevents users from creating cases by using the template. For more information, see the Amazon Connect Cases API Reference. | November 9, 2022 |
Renamed external quick connects to phone number quick connects | For more information, see Types of quick connects. | November 8, 2022 |
Delete quick connects using the Amazon Connect console | For more information, see Delete quick connects. | November 4, 2022 |
Added DismissUserContact API | Added a new API for programmatically clearing the notifications agents receive after they have missed or rejected a contact, making them eligible to be routed new contacts. This API can also be used to clear similar notifications when an agent encounters an error with accepting the contact or is handling After Contact Work. For more information, see the DismissUserContact API reference. | November 1, 2022 |
Added secondary email address and mobile number to user account | You can now add a secondary email address and mobile number to a user account. For more information, see Add users to Amazon Connect. | October 28, 2022 |
Enhanced 911 (E911) | Enhanced 911 (E911) enables location information to be sent to 911 dispatch when a 911 call is placed. In addition to connecting a user with 911 emergency services, customers in the United States can build E911 capabilities to automatically provide the caller's address information to 911 dispatchers. For more information, see Set up US emergency calling in Amazon Connect. | October 21, 2022 |
GA for Amazon Connect Global Resiliency | Released Amazon Connect Global Resiliency for General Availability. It enables you to provide customer service anywhere in the world with the highest reliability, performance, and efficiency, while meeting international regulatory requirements. For more information, see Set up Amazon Connect Global Resiliency. | October 19, 2022 |
Corrected Wisdom service quota | The originally published quota for Content per knowledge base was incorrect. Corrected the documentation to indicate the quota is 5,000. | October 17, 2022 |
Feature specifications for the integration association resource | For more information, see Integration association resource feature specifications. | October 13, 2022 |
Added Ctrl+Shift+F to search flow block titles and metadata | For more information, see the Release notes. | October 10, 2022 |
GA for Amazon Connect Cases | We've released Amazon Connect Cases for General Availability. Amazon Connect Cases allows your agents to quickly track and manage customer issues that require multiple interactions, follow-up tasks, and teams in your contact center. For more information, see Amazon Connect Cases and Amazon Connect Cases API Reference. | October 3, 2022 |
Updated flow designer | We've released a number of improvements to the flow designer experience to make building and editing flows easier. For a detailed list of changes, see Updated flow designer in the Release notes. | September 24, 2022 |
Search for Amazon Connect users by first name, last name, and more | You can search for Amazon Connect users by first name, last name, user login, agent hierarchy, security profile, and routing profile. For example, you can search for all Amazon Connect users who have the first name "Jane." | September 22, 2022 |
Visualize historical queue data | You can now visualize historical queue data by using time series graphs to help identify patterns, trends, and outliers specifically for Service Level, Contacts Queued, and Average Handle Time. For more information, see Visualize: Queue dashboard. | September 21, 2022 |
Voice spoofing | Use Voice ID to evaluate calls for voice spoofing. For more information, see Voice spoofing detection and the Amazon Connect Voice ID API Reference. | August 29, 2022 |
Released SearchSecurityProfiles API | Added a new API for programmatically searching security profiles. For more information, see SearchSecurityProfiles. | August 19, 2022 |
Released Schedule Adherence (Preview) | Contact center supervisors or managers track schedule adherence to understand when agents are following the schedule that you have created. This helps ensure you achieve your service level targets, while improving agent productivity and customer satisfaction. For more information, see Schedule Adherence. | August 1, 2022 |
Attachments per chat conversation now at 35 | Updated the limit for attachments per chat conversations from 5 to 35. See Feature specifications. | July 20, 2022 |
Added Voice ID Flow language actions | Added topics for the following Voice ID Flow language actions: CheckOutboundCallStatus, CheckVoiceId, and StartVoiceIdStream. | July 19, 2022 |
Search for contacts by using the agent's first or last name | You can search for contacts using the agent's first or last name. The filter name is Agent. | July 15, 2022 |
Released updates for rich text format rendering | On the Contact Search and Contact Detail pages, you can now view chat transcripts that have rich text formatting, such as bold or italic font, bullet points, numbered lists, and hyperlinks. For more information about getting started with Amazon Connect Chat, see Set up your customer's chat experience. | July 13, 2022 |
View call transcript in CCP or agent application | For more information, see View a call transcript during ACW. | July 7, 2022 |
Added feature specifications for Contact Lens | For more information, see Amazon Connect Contact Lens feature specifications. | July 1, 2022 |
Support for Lex intent confidence scores and sentiment analysis | You can further personalize the automated self-service customer experience using Amazon Lex intent confidence scores and sentiment analysis as a branch within your flows. For more information, see the Get customer input block. For a list of new contact attributes see Amazon Lex contact attributes. | June 29, 2022 |
GA for Amazon Connect Outbound Campaigns | Released Amazon Connect Outbound Campaigns, formally known as High-volume outbound communications, for General Availability. This release includes a set of APIs for creating and managing outbound campaigns. For more information, see Enable Amazon Connect outbound campaigns and Amazon Connect Amazon Connect Outbound Campaigns API Reference. | June 20, 2022 |
Amazon Connect Cases (Preview) | Amazon Connect Cases (Preview) allows your agents to quickly track and manage customer issues that require multiple interactions, follow-up tasks, and teams in your contact center. For more information, see Amazon Connect Cases (Preview) and Amazon Connect Cases API Reference (Preview). | June 20, 2022 |
Updated Amazon Lex bot per instance quota | Updated the Amazon Lex bot per instance quota from 50 to 70. For more information, see Amazon Connect service quotas. | June 7, 2022 |
New GetCurrentUserData API | Released the GetCurrentUserData API. It enables you to return the real-time active user data from the specified Amazon Connect instance. | June 6, 2022 |
Released task templates | You can now create custom task templates, making it easy for agents to consistently capture the relevant and required information to create or complete tasks. For more information, see Create task templates. For information about using the API to programmatically create and manage task templates, see the Amazon Connect API Reference and the Amazon Connect Resource Type Reference in the AWS CloudFormation User Guide. | June 2, 2022 |
New API to transfer contacts | Added a new API that you can use to transfer contacts from one agent or queue to another agent or queue at any point after a contact is created. For information, see TransferContact in the Amazon Connect API Reference. | June 2, 2022 |
Updated workflow for outbound campaigns | Updated the workflow for onboarding to outbound campaigns using the Amazon Connect and Amazon Pinpoint user interface. For more information, see Enable outbound campaigns. | May 27, 2022 |
Voice ID expires speakers | For BIPA Compliance, Amazon Connect Voice ID automatically expires speakers that have
not been accessed for enrollment, re-enrollment, or successful authentication
for three years. You can see a speaker's last access time by looking at the
| May 25, 2022 |
Search Voice ID results | Added topic Search and review Voice ID results. | April 28, 2022 |
New API to change agent's current status | Amazon Connect provides an API to programmatically change the current status of an agent. Agent statuses are used to determine when an agent is Available to be routed contacts in Amazon Connect, versus when they are set to Offline or a custom status such as Lunch or Break and should not be routed contacts. For more information, see PutUserStatus in the Amazon Connect API Reference. | April 28, 2022 |
New APIs | Added API to search for user records by first name, last name, username, routing profile, security profile, agent hierarchies or tags. Added API to claim new phone numbers and configure them programmatically. For more information, see the Amazon Connect API Reference. | April 25, 2022 |
Multi-party calls | You can enable Amazon Connect to allow up to six parties on a call: the agent, the caller, and four more participants. For more information, including a comparison of how multi-party calling differs from the default three-party calling, see Telephony: Multi-party calls. | April 6, 2022 |
Play prompts from an Amazon S3 bucket | Added the ability to source prompts from an Amazon S3 bucket. This enables you to store as many voice prompts as needed in Amazon S3 and access them in real time using contact attributes in the following flow blocks that play prompts: Get customer input, Loop prompts, Play prompt, and Store customer input. | April 5, 2022 |
Real-time contact analysis segment streams | Added support for accessing Contact Lens analytics in near real-time. For more information, see Use streaming for real-time contact analysis. | March 28, 2022 |
Rich messaging for chat | Added support for rich messaging for your customer's chat experience. Agents and customers can use bold, italic, bulleted lists, numbered list, hyperlinks, and attachments. For more For more information, see Enable text formatting for your customer's chat experience. | March 13, 2022 |
Object type mapping user interface | Added a user interface for creating object type mapping by using the Amazon Connect admin console. For more information, see Create an object type mapping. | March 8, 2022 |
Updates to AmazonConnectServiceLinkedRolePolicy | Added actions for Amazon CloudWatch metrics. For more information, see Amazon Connect updates to AWS managed policies. | February 22, 2022 |
Added bulk ingestion of data for Customer Profiles | For more information, see Bulk ingestion of data in the Set up integration for Salesforce, ServiceNow, Marketo, or Zendesk topic. | February 21, 2022 |
New quotas for APIs | For StartChatContact , StartContactStreaming , StopContactStreaming , a RateLimit of 5 requests per second, and a BurstLimit of 8 requests per second. | February 11, 2022 |
New CloudWatch metrics for chat | Added the following Amazon CloudWatch metrics for chat: ConcurrentActiveChats, ConcurrentActiveChatsPercentage, ChatBreachingActiveChatQuota, and SuccessfulChatsPerInterval. For more information, see Monitoring your instance using CloudWatch. | February 11, 2022 |
Documented Rules feature specifications | Documented the feature specifications for Amazon Connect Rules. For more information, see Amazon Connect Rules feature specifications. | January 28, 2022 |
Documented Identity Resolution quotas | Documented three quotas for Identity Resolution. For more information, see Customer Profiles quotas. | January 28, 2022 |
Configure maximum chat duration | You can configure the total duration per chat to be up to 7 days, including
wait time. For more information, see the | January 27, 2022 |
Contact Lens supports custom vocabularies | For more information, see Add custom vocabularies. | January 25, 2022 |
Released tagging support for UserHierarchyGroup resource | For more information, see CreateUserHierarchyGroup. | January 20, 2022 |
Communications widget supports browser notifications | For more information, see Browser notifications. | December 21, 2021 |
Integrate Customer Profiles with Segment and Shopify | For more information, see Set up integration for Segment and Set up integration for Shopify. | December 20, 2021 |
Updated compliance for tasks | Tasks is in compliance with GDPR, and is approved for SOC, PIC, HITRUST, ISO, and HIPAA. | December 17, 2021 |
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 key highlights | Amazon Connect Contact Lens provides the option for you to view key highlights. The key highlights show only those lines where Contact Lens has identified an issue, outcome, or action item in the transcript. For more information, see View key highlights. | 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 flows | Added new APIs that provide a programmatic and flexible way to manage your library of flows at scale. For example, 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 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 | Flow modules are reusable sections of a flow. You can create them to extract repeatable logic across your flows, and create common functions. For more information, see 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 are sorted by agent status instead of by agent login. Additionally, the queues and routing profiles table are sorted by agents online instead of by 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 | 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
| 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 outbound campaigns | Added content for the preview release of outbound campaigns. By using Amazon Pinpoint Journeys and Amazon Connect, you can now create outbound campaigns for voice, SMS, and email. For more information, see Enable outbound campaigns. | September 27, 2021 |
New Amazon AppIntegrations Service APIs | New DataIntegration APIs for the Amazon AppIntegrations Service:
| September 27, 2021 |
Amazon Connect Wisdom - General Availability | In November 2023 we released Amazon Q. It includes real-time agent assist functionality formerly known as Amazon Connect Wisdom, along with generative AI-powered recommended responses, actions, and links to more information. | 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 | September 27, 2021 |
Added new service-linked role policy | Added | 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 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 flow to start the task. For more information, see Flow 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 allowlist. 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 Messages for Business GA | Released Apple Messages for Business for general availability (GA). For more information, see Enable Apple Messages for Business. | 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 communications 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 |
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 Messages for Business (Preview) | Added support for using Amazon Connect with Apple Messages for Business. For more information, see Amazon Connect with Apple Messages for Business (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) | In November 2023 we released Amazon Q. It includes real-time agent assist functionality formerly known as Amazon Connect Wisdom, along with generative AI-powered recommended responses, actions, and links to more information. | 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
( | 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:
| 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 flows using a set of 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 flows that you're migrating from one instance to another, and Write flows rather than drag blocks onto the flow designer. For more information, see Amazon Connect Flow language in the Amazon Connect API Reference Guide. | 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 allowlist | 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 allowlist. | 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 in Amazon Connect. |
August 19, 2020 |
Added section on requirements for custom termination points. |
For more information, see Request numbers or international numbers for Amazon Connect. |
August 18, 2020 |
Removed the "Known differences" section from Upgrade your Contact Control Panel (CCP) when using the Amazon Connect Streams API. |
For more information, see Upgrade your Contact Control Panel (CCP) when using the Amazon Connect Streams API. |
August 3, 2020 |
Changed the name of the Metrics chapter to Monitor metrics & run reports. |
For more information, see Metrics, dashboards, and reports in Amazon Connect. |
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 Metrics, dashboards, and reports in Amazon Connect. |
June 26, 2020 |
Added how to upgrade CCP |
For more information, see Upgrade to the latest Amazon Connect Contact Control Panel (CCP).. |
June 16, 2020 |
Added video on using CCP |
For more information, see Training video: How to use the Contact Center Panel (CCP) in Amazon Connect. |
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 Quick connect scenarios for transferring contacts. |
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 Inherited permissions for Amazon Connect and Contact Control Panel (CCP) security profiles . |
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 to use the Amazon Connect Contact Control Panel (CCP). |
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 in Amazon Connect. |
March 11, 2020 |
Added tutorials |
For more information, see Tutorials: An introduction to Amazon Connect. |
March 6, 2020 |
Added topic on emergency admin access |
For more information, see Emergency login to the Amazon Connect admin website. |
March 3, 2020 |
Added topics on saving, sharing, and publishing reports |
For more information, see Save custom reports in Amazon Connect, Share saved reports in Amazon Connect, View a shared report in Amazon Connect, and Publish reports in Amazon Connect. |
January 22, 2020 |
Updated flow block definitions |
For more information, see . |
January 17, 2020 |
Added a section about queued callbacks in metrics reporting. |
For more information, see Queued callbacks in real-time metrics in Amazon Connect. |
January 17, 2020 |
Updated networking guidance for the updated CCP (ccp-v2) |
For more information, see Set up your network to use the Amazon Connect Contact Control Panel (CCP). |
January 15, 2020 |
Add a topic on logging Amazon Connect API calls with AWS CloudTrail |
For more information, see Log Amazon Connect API calls with AWS CloudTrail. |
December 13, 2019 |
Added a section on analyzing conversations |
For more information, see Analyze conversations using conversational analytics in Amazon Connect Contact Lens. |
December 02, 2019 |
Added information about live media streaming |
For more information, see Set up live media streaming of customer audio in Amazon Connect. |
November 21, 2019 |
Added information about chat |
For more information, see Web and mobile messaging. Also added these topics: Agent status in the Contact Control Panel (CCP), About contact states in Amazon Connect, 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 Amazon Connect instance using CloudWatch. |
October 22, 2019 |
Added a networking topic |
Consolidated networking content into Set up your network to use the Amazon Connect Contact Control Panel (CCP). 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 flow after the call with the external party ends. For more information, see Set up a flow in Amazon Connect to resume a call with a customer after a 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 Set up live media streaming of customer audio in Amazon Connect. |
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 in Amazon Connect. |
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 the contact center agent's ACW (After Contact Work) time. | 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 and role permissions 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 Set up a flow to manage contacts in a queue in Amazon Connect. | July 31, 2018 |
| Added information about the Call phone number block | Updated the content about flows to include the new Call phone number block, including how to use the block in a flow. For more information, see Outbound caller ID number. | 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 Amazon Connect 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 Enable enhanced multi-party contact monitoring in Amazon Connect. | December 10, 2017 |
| Added information about flow logs | For more information, see Enable Amazon Connect flow logs in an Amazon CloudWatch log group. | November 16, 2017 |
| Added information about flow import/export | For more information, see Import and export flows between flow designers in Amazon Connect. | 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 a current phone number to Amazon Connect. | November 10, 2017 |
| Added information about Login/Logout reports | For more information, see Login/Logout reports for agents in Amazon Connect. | November 1, 2017 |
| Initial release | Initial release of the Amazon Connect Administrator Guide. | March 28, 2017 |
