| Table of Contents | ||
|---|---|---|
|
July 2024
Amazon Connect launches the ability to preferentially route contacts to specific agents within a queue
Amazon Connect now supports the ability to preferentially route a contact within a queue to specific agents. Using this new feature, you can now set the preferred agent(s) for a given contact, and if that agent is unavailable, fall back to the next set of routing criteria. You can also use this feature to integrate Amazon Connect’s routing with your own custom business logic or machine learning models to personalize matching each contact to the most suitable agent, resulting in better business outcomes and increased customer satisfaction. For example, you could route repeat contacts to the agent who previously handled the customer, and if that specific agent isn’t available, offer the contact to another available agent within the same queue.
Amazon Connect launches automated rotation of agent shifts
Amazon Connect now supports automated rotation of agent shifts, making it easier for contact center managers to administrate schedules and ensure that agents receive a business-defined sequence of shifts.
Automated shift rotations speed up the week-to-week scheduling process for contact center managers, eliminating the need to manually move agents between different shifts. With shift rotation, contact center managers can now create a pattern of shifts that agents will repeatedly rotate through (e.g., morning shift, afternoon shift, night shift) and define how many weeks each shift should be scheduled before moving to the next one in the rotation. These shift rotation patterns are automatically applied when new schedules are created, eliminating the need for contact center managers to manually assign shifts to groups of agents. Additionally, contact center managers can bulk upload and download shift rotation and shift profile assignments, making it easy to set up and update shift rotations for thousands of agents.
There is no additional charge for this feature and it is available in all AWS Regions where Amazon Connect agent scheduling is available.
Amazon Connect launches search API for hierarchy groups
Amazon Connect now provides an API to search for hierarchy groups by name, group ID, tag, or other criteria. Hierarchy groups describe your organization’s structure, and are used for reporting and access control. With this new API, you can now answer questions such as, “How many teams operate in the northwest region?” and, “What groups have a tag indicating they can access performance reviews?” and see a response with details like name, description, hierarchy level, ARN, and when a record was last updated.
The SearchUserHierarchyGroups API is supported in all AWS regions where Amazon Connect is offered.
Amazon Connect launches search API for agent status
Amazon Connect now provides an API to search an agent status by name, ID, tag, or other criteria. Agent statuses are used in the Contact Control Panel (CCP) to indicate if an agent is available to handle contacts or not, for example because they are away for lunch or in training. With this new API, you can now answer questions such as, “How many of our statuses are disabled?”, and, “What statuses have ‘break’ in their description?”, and see a response with details like name, description, display order, and ARN.
The SearchAgentStatuses API is supported in all AWS regions where Amazon Connect is offered.
Amazon Connect Contact Lens now provides generative AI-powered summaries within seconds after a contact ends
Amazon Connect Contact Lens now provides generative AI-powered post-contact summaries within seconds after a contact ends, versus minutes previously, helping you get faster insights when reviewing contacts, save time on after-contact work, and more quickly identifying opportunities to improve contact quality and agent performance. These faster summaries are available via API and Kinesis data streams, enabling integrations with third-party agent workspace or CRM systems. You can also access these summaries natively within Amazon Connect through contact details and contact control panel (CCP).
Generative AI-powered post-contact summaries are available in the US West (Oregon), and US East (Northern Virginia) regions.
Amazon Connect Contact Lens launches a new dashboard for outbound campaign analytics
Amazon Connect Contact Lens now offers a new dashboard for outbound campaign analytics. You can now easily visualize and monitor campaign performance, track efficiency, measure compliance, and understand campaign outcomes for your voice workloads. You can view real-time and historical reports using custom time periods and benchmarks, track campaign progress and delivery status, and drill down into call classification outcomes (e.g., human answered, voicemail). You can also quickly identify trends and patterns across key metrics, such as dials attempted or abandonment rate, to monitor and enhance campaign performance. Additionally, these metrics are now available via API for custom reporting or integrations with other data sources.
Outbound campaign analytics is available in Amazon Connect Contact Lens reports and the GetMetricDataV2 API in all AWS regions where Amazon Connect outbound campaigns is available. This includes US East (N. Virginia), US West (Oregon), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt), and Europe (London).
Amazon Connect Contact Lens now provides downloadable screen recordings
Amazon Connect Contact Lens now provides the ability to download screen recordings from the contact details page in the Amazon Connect UI, for customers that use Contact Lens screen recording. With this launch, managers can evaluate contact quality and agent performance via offline reviews, as well as review downloaded screen recordings with agents for coaching. This launch also provides a new permission to manage who can download screen recordings.
This feature is available in all AWS regions where Contact Lens screen recording is offered.
Amazon Connect now supports Inbound DID calling in Vietnam
Amazon Connect has expanded availability to support Inbound Direct Dial (DID) telephone numbers and guaranteed number presentation for in-country calling for Vietnam from the Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Asia Pacific (Seoul) regions.
The new Telephony Rates are now available as part of the standard pricing for Amazon Connect service usage for Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Asia Pacific (Seoul) regions.
Amazon Connect now enables agents to view pre-approved windows when scheduling time off
Amazon Connect now enables agents to view pre-approved time off windows for their scheduling group (group allowance), making it easier for agents to identify available options when requesting time off. For example, when creating a time off request for 8 a.m. to 12 p.m., an agent can now see that while there is available group allowance for 8 a.m. to 11 a.m., there isn’t any remaining allowance for 11 a.m. to 12 p.m. Agents can then modify their time off request before submitting or request a supervisor override. This launch simplifies the time off process for agents by letting them evaluate which days have the required allowance before submitting the request.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
June 2024
Amazon Connect outbound campaigns performance dashboard
...