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July 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.
Updated AmazonConnectSynchronizationServiceRolePolicy service-linked role managed policy
Updated the service-linked role managed policy with additional permissions for Managed Synchronization.
Dashboard and metrics for outbound campaigns
You use the outbound campaigns performance dashboard to understand the performance of your outbound campaigns across voice contacts. You can 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 (for example, human answered, voicemail).
Following are new historical metrics for outbound campaigns:
Average dials per minute
Average wait time after customer connection
Campaign contacts abandoned after X
Campaign contacts abandoned after X rate
Delivery attempts
Delivery attempt disposition rate
Human answered
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.
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 voice contact ends. For example, agents can access post-contact summaries on the CCP and use them to quickly complete after contact work (ACW). This feature supports only voice contacts on the CCP.
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.
More options for searching for resources on the Amazon Connect admin website
You have more options for searching resources on the Amazon Connect admin website. The search options are available on pages that you use for managing (adding, editing) the following resources: users, queues, hours of operation, routing profiles, and prompts.
There are two ways you can search resources on the Amazon Connect admin website resource management pages:
Search box: This option helps you find matches fast with minimal effort. It provides free-text type-ahead search, and supports searching with "contains" logic.
For example, as you start typing the name of the resource, any results that match are returned. The following image shows the first part of the login name was typed in search. Amazon Connect automatically returned users that matched the first two characters typed - "ja".
Add filter: This option enables you to perform more targeted searches using more advanced criteria. For example, you can specify multiple routing profiles, tags, or logins. The following image shows a Login filter. The search will return results for two logins: janedoe and johndoe.
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.
Amazon Connect launches the ability to preferentially route contacts to specific agents within a queue
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