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August 2024
Amazon Connect launches the ability to configure when whisper flows are used
Amazon Connect now supports the ability to configure when whisper flows are used during a contact to optimize flow performance. A whisper flow is what a customer or agent experiences during the moment when they are connected to each other in a voice or chat conversation. With this launch, you can turn off whisper flows, helping you further optimize your flow’s performance and reduce contact duration. 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 feature is available in all AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2024/08/amazon-connect-configure-whisper-flows/
Amazon Connect now supports audio optimization for Amazon WorkSpaces cloud desktops
Amazon Connect now makes it easier to 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 Connect, simplifying the agent experience and improving audio quality by reducing network hops. Agents can simply log into their Amazon WorkSpaces client application for a Windows device, a web browser, or Amazon WorkSpaces Thin Client and start accepting calls using your custom agent user interface (i.e., custom Contact Control Panel) using APIs in the Amazon Connect open source JavaScript libraries.
Amazon Connect now supports additional agent scheduling staffing rules
Amazon Connect now supports additional agent scheduling staffing rules, making it easier to schedule agents while complying with labor, union, and other contractual rules. You can now configure five new rules for scheduling agents in Amazon Connect: minimum rest period between shifts, minimum rest period per week, maximum consecutive working days, maximum consecutive day of the week worked, and shift cannot start earlier than the previous day's shift. Once configured, these rules will be applied when new schedules are generated as well as when existing schedules are edited. These additional rules in agent scheduling make day-to-day management of agent schedules easier for managers.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
Amazon Connect now provides an API to update routing criteria on a queued contact
Amazon Connect now provides an API to update the routing criteria on a contact while it is currently in queue. Routing criteria allow you to target a contact to a specific preferred agent or to a set of agents based on their attributes, such as their proficiency level in a particular language. With this API, you can now update the routing criteria on a queued contact directly from an external system. For example, you could build a dashboard that allows agents to pick contacts from a queue to be routed next, based on attributes such as customer name, and send those routing instructions to Connect with this new API. To learn more about the UpdateContactRoutingData API, see the UpdateContactRoutingData documentation in the Amazon Connect API Reference.
This feature is available in all AWS regions where Amazon Connect is offered.
Amazon Connect Contact Lens generative AI-powered agent performance evaluations (preview) now available in 6 new regions
Amazon Connect Contact Lens generative AI-powered agent performance evaluations (preview) are now available in Europe (Frankfurt), Europe (London), Canada (Central), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Asia Pacific (Singapore) AWS regions, providing managers with generative AI-powered recommendations for answers to questions in agent evaluation forms. Managers now receive additional agent behavioural insights (e.g., did the agent show empathy while delivering bad news?), and get context and justification for the recommended answers (i.e., reference points from the transcript that were used to provide answers), enabling them to perform evaluations faster and more accurately.
With this launch, Contact Lens generative AI-powered agent performance evaluations is available in 8 AWS regions, including the 6 new regions and the existing US East (N. Virginia), US West (Oregon) regions.
Amazon Connect outbound campaigns now supports Mexico
Amazon Connect now supports outbound campaign calling to Mexico in the US East (Virginia) and US West (Oregon) regions, making it easier to proactively communicate across voice, SMS, and email for use cases such as delivery notifications, marketing promotions, appointment reminders, or debt collection. Communication capabilities include features such as point-of-dial checks, calling controls for time of day, time zone, number of attempts per contact, and predictive dialing with integrated voicemail detection. A list management capability provided by Amazon Pinpoint can also be used to build customer journeys and multi-channel user contact experiences. Outbound campaigns can be enabled within the AWS Connect Console.
With Amazon Connect outbound campaigns, you only pay-as-you-go for the high-volume outbound service usage, associated telephony charges and any monthly target audience charges via Amazon Pinpoint.
https://aws.amazon.com/about-aws/whats-new/2024/08/amazon-connect-outbound-campaigns-mexico/
Amazon Connect in-app, web, and video calling is now available in Africa (Cape Town) region
Amazon Connect now provides in-app and web voice and video calling capabilities in Africa (Cape Town) region, making it easier to deliver more personalized voice and video experiences in your websites and mobile applications. These voice and video capabilities allow customers to contact you without having to leave your website or mobile application. You can use these capabilities to pass contextual information to Amazon Connect, enabling you to personalize the customer experience based on attributes such as the customer’s profile, authentication status, or actions previously taken within the app.
Using the fully managed communication widget, you can implement these new voice and video calling capabilities with as little as a single line of code. You can also create a fully custom experience for your customers by leveraging the SDK. In addition, you can use the same configuration, routing, analytics, and agent application as with telephone calls and chats, helping saving costly integration time, license fees, and maintenance expenses.
https://aws.amazon.com/about-aws/whats-new/2024/08/amazon-connect-in-app-web-video-calling-africa/
Amazon Connect Contact Lens now provides an audit trail for changes to an agent performance evaluation
Amazon Connect Contact Lens now provides an audit trail to review the changes made to an agent performance evaluation when it is re-submitted. This launch displays the audit trail, which was previously available within a customer’s S3 bucket, directly in the Amazon Connect UI. When an evaluator submits changes to an existing evaluation form, managers can now view an audit trail of who submitted the original evaluation, who re-submitted the evaluation, and what changes they made. Contact center managers can use this information to perform internal audits and improve consistency across evaluators.
This feature is available in all regions where Contact Lens performance evaluations is already available.
Amazon Connect provides new ways to configure callbacks
Amazon Connect now allows you to configure flows to take actions on callbacks prior their creation and while they are in queue. For example, you can now automate sending a notification to a customer via SMS before calling them back, update callback attributes based on latest customer data for agents to reference, or even terminate the callback if the issue has already been resolved. You can also now run flows to dynamically re-prioritize and transfer callbacks to another queue based on customer information from Customer profiles or third-party applications, or if it’s just taking too long for the callback queue to drain.
This feature is available in all AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2024/08/amazon-connect-configure-callbacks/
Updates to filter comparison operator and metric results dimension for the GetMetricDataV2 API
You can now use metric threshold comparison operator such as LTE (less than equal) and LT (less than) to explicitly include the threshold boundary value.
The metric results empty dimension values were also updated to be consistent in returning null. Previously empty String was returned in some scenarios when the request contained groupings attributes that were not defined in the filters.
https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html
Programmatically set routing criteria on a contact via the UpdateContactRoutingData API
You can now use the UpdateContactRoutingData API to programmatically update the routing criteria on a contact. Previously, you could only set the routing criteria on a contact using the Set routing criteria flow block in the Amazon Connect admin website.
https://docs.aws.amazon.com/connect/latest/APIReference/API_UpdateContactRoutingData.html
July 2024
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