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February 2025
Amazon Connect now supports configuration of which states an agent can be in when adhering to their schedule
Amazon Connect now provides the ability to 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. With this launch, you can now define custom mappings between agent statuses and schedule activities. For example, schedule activity “Work” can be mapped to multiple agent statuses such as “Available” and “Back-office work.” An agent scheduled for “Work” from 8 AM to 10 AM will be considered adherent if they are either in “Available” or “Back-office work” status. Additionally, you can now view the actual name of the scheduled activity in the real-time adherence dashboard (as opposed to only Productive/Non-productive). With custom mappings and enhanced real-time dashboard, this launch provides more accurate and flexible agent adherence monitoring.
Amazon Connect Cases now supports conditionally required fields
Amazon Connect Cases now supports conditionally required fields to streamline case field population for agents and reduce data entry errors. Administrators can now configure case templates that prompt agents to enter relevant information in specific situations, such as providing a “Close Reason” when a case moves to “Closed” status, “Product Serial Number” when the “Issue Type” is “Hardware Problem”, or “Disposition Code” when handling a system-generated case. Conditionally required fields help agents follow processes for capturing necessary information, improving data quality for reporting, resolution tracking, and compliance.
Amazon Connect Contact Lens can now automatically email agents about completed performance evaluations
Contact Lens now enables businesses to 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 example, you can set up automatic notifications for agents who receive evaluation scores below 50%, ensuring prompt attention to performance opportunities. Managers can also personalize email content based on performance levels — whether recognizing top performers or providing constructive guidance for improvement areas.
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Amazon Connect Contact Lens now provides a dashboard with aggregated insights on agent performance evaluations
Contact Lens now provides managers with an agent performance evaluation dashboard, to view aggregations of agent performance, and insights across cohorts of agents over time. With this launch, managers can access a unified dashboard on agent performance across evaluation scores, productivity (e.g., contacts handled, average handle time, etc.) and operational metrics. Through detailed performance scorecards at both team and individual levels, managers can dive deep into specific performance criteria, and compare performance with similar cohorts and over time, to identify agent strengths and improvement opportunities. The dashboard also provides managers with insights into agent time allocation and contact handling efficiency, so they can drive improvements in agent productivity.
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Amazon Connect Contact Lens can now take automated actions based on hold times and agent interaction time
Amazon Connect Contact Lens now enables managers to create rules based on patterns of customer hold time and agent interaction duration, to take automated actions such as categorizing contacts, evaluating agent performance and notifying supervisors. With this launch, managers can create rules to check how well agents comply with guidelines on placing customers on hold. For example, did the agent set expectations on hold duration, before placing the customer on hold for more than 5 minutes? In addition, managers can check if the agent interaction lasted long enough to warrant assessment of complex agent behaviors such as building customer rapport, customer issue root cause analysis, etc. By excluding contacts that were too short, such as less than 30 seconds, managers can get more meaningful insights from automated contact categorization and agent performance evaluations.
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Amazon Connect now supports interactive welcome messages when starting chats
Amazon Connect Chat now enables you to greet customers with interactive messages when starting chats, delivering contextual and personalized experiences that improve engagement and self-service resolution rates. For example, when a customer visits a product page and opens the chat widget, they receive a contextual greeting with options to compare similar products, check store availability, or learn about warranty details.
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Amazon Connect reduces telephony pricing in Vietnam
Amazon Connect has reduced prices for Vietnam in the Asia Pacific (Singapore) region. This includes price reductions of Direct Inward Dial (DID) minutes by 95% from $0.0815/min to $0.004/min, and Outbound minutes by 44% from $0.0896/min to $0.05/min.
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