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March 2025
Amazon Connect outbound campaigns now supports
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Brazil
Amazon Connect now provides the ability to choose which states an agent can be in when adhering to their schedulesupports outbound campaign calling to Brazil in the US East (Virginia) and US West (Oregon) regions, 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.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.
https://aws.amazon.com/about-aws/whats-new/2025/0203/amazon-connect-configurationoutbound-statescampaigns-agent-schedulebrazil/
Amazon Connect
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can now target multiple agent proficiencies in a single routing step
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.https:now offers the ability to target up to 4 different combinations of agent proficiencies per routing step. By using up to 3 OR conditions, routing will try to match a contact with 4 different types of agents and increase the possibility of finding a suitable match. For example, if the back-up for a niche banking skills consists of agents trained on account management, registration, and tax then after an initial search for balance transfer agents you can attempt a match across all four types of agents at the same time.
This feature is available in all AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2025/0203/amazon-connect-cases-conditionally-required-fields/
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.
This feature is available in all regions where Contact Lens performance evaluations are already available.
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.
This feature is available in all regions where Contact Lens performance evaluations are already available.
https://multiple-agent-proficiencies-single-routing-step/
Amazon Connect, Amazon WorkSpaces, and Amazon AppStream 2.0 are now Chrome Enterprise Recommended
Amazon Connect, Amazon WorkSpaces, and Amazon AppStream 2.0 haveearned Chrome Enterprise Recommended (CER) certification. This designation validates that these services are fully optimized for ChromeOS, ChromeOS Flex, and Chrome browser environments, ensuring seamless integration and performance for businesses using Chrome devices.
These Chrome-optimized services deliver significant advantages for organizations with users gaining browser-based access to contact center capabilities through Amazon Connect, Windows or Linux virtual desktops through Amazon WorkSpaces, and streaming applications without refactoring with Amazon AppStream 2.0. Customers can take advantage of security features built into ChromeOS, while enabling cost savings through efficient scaling and elimination of traditional infrastructure. Organizations can get more out of their hardware investments by installing ChromeOS Flex on aging devices, repurposing them to run Windows 11 on Amazon WorkSpaces and bringing existing Microsoft 365 Apps for enterprise licenses to run on WorkSpaces.
Amazon Connect, Amazon WorkSpaces, and Amazon AppStream 2.0 are available in multiple AWS Regions worldwide, allowing organizations to deploy these services closer to their end-users for optimal performance and compliance with data residency requirements.
https://aws.amazon.com/about-aws/whats-new/2025/0203/amazon-connect-workspaces-appstream-contact2-lens0-dashboardchrome-agententerprise-evaluationsrecommended/
Amazon Connect Contact Lens can now
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dynamically update the questions on an evaluation form
Contact Lens now enables managers you 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.This feature 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?". With this launch, you can consolidate evaluation forms that are applicable to different interaction scenarios into a single dynamic evaluation form which automatically hides irrelevant questions. This reduces manager effort in selecting the relevant evaluation form and determining which evaluation questions are applicable to the interaction, helping managers perform evaluations faster and more accurately.
This feature is available in all regions where Contact Lens performance evaluations are already available.
https://aws.amazon.com/about-aws/whats-new/2025/0203/amazon-connect-contact-lens-automatedupdate-actionsquestions-based-hold-times-agent-interaction-timeevaluation-form/
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.
To customize the interactive welcome message using Amazon Lex, check the 'Initialize bot with message' option in the 'Get customer input' block in the Amazon Connect flow designer. You can either manually enter or dynamically set the initial message sent to the chat bot to personalize your customer experience.
AWS announces the next generation of Amazon Connect where powerful AI improves every customer interaction
AWS announces the next generation of Amazon Connect, where powerful AI turns every customer touchpoint into a deeper relationship and better outcome. This comprehensive approach spans self-service, agent assistance, analytics, post-contact evaluation, and automated follow-up boosts sales and delights customers, while learning from every touchpoint. The next generation of Amazon Connect can be enabled with a single click, and includes unlimited use of AI capabilities, so you can focus on making customer experience improvements, not cost-driven compromises.
This next generation of Amazon Connect is available in US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London).
https://aws.amazon.com/about-aws/whats-new/2025/0203/next-generation-amazon-connect-interactiveai-welcomeimproves-messagescustomer-starting-chatsinteraction/
Amazon Connect
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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.
The new Telephony Rates are now available as part of the standard pricing for Amazon Connect service usage for the Asia Pacific (Singapore) region.
https://aws.amazon.com/about-aws/whats-new/2025/02/amazon-connect-reduces-telephony-pricing-vietnam/
January 2025
Amazon Connect Contact Lens now provides free trials for conversational analytics and performance evaluations
Amazon Connect Contact Lens now provides free trials for first-time users of conversational analytics and performance evaluations. New conversational analytics for voice customers will receive a free trial with no charge for the first 100,000 voice minutes per month for the first two months. In addition, customers using Contact Lens performance evaluations for the first time will receive a 30-day free trial, that begins the day that they submit their first performance evaluation. The free trials will enable first-time customers to pilot Contact Lens conversational analytics and evaluations in their environment without incurring additional costs.
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broadens global telephony coverage
Amazon Connect announces the expansion of access to industry-leading inbound number availability across 158 countries, national outbound numbers in 72 countries, and global international dialing capabilities from any supported AWS commercial region. This expansion increases telephony coverage by an average of 125% across AWS regions. Organizations can now focus on selecting the ideal location for their customer experience operations based on business considerations such as agent availability, language fluency and regulatory needs without being constrained by telecommunications infrastructure. Agents and customers benefit from the reliability, quality, and cost-effectiveness enabled by the AWS global network and Amazon Connect’s direct connections to the 40+ tier-1 carriers closest to your customers.
With this launch, Amazon Connect reimagines the delivery of voice calls. Traditional telephony networks often introduce quality degradation through multiple interconnection points, variable routing paths, and aging infrastructure. By leveraging the AWS global network backbone – the same high-performance, low-latency private network that powers AWS, call paths are optimized and routed directly to the carrier closest to your customer. This simplified routing enables consistently clear and natural conversations for every call.
Access expanded telephony coverage for Amazon Connect in all AWS Regions where Amazon Connect is available, except the AWS GovCloud (US) Regions and Africa (Cape Town).
https://aws.amazon.com/about-aws/whats-new/2025/03/amazon-connect-global-telephony-coverage/
Configure Amazon Q in Connect directly from Connect Admin Website
Amazon Q in Connect, a generative AI-powered assistant for customer service, now makes it easy to create and modify generative AI experiences to improve customer interactions through an intuitive user interface within the Amazon Connect admin website.
With this no-code approach, contact center administrators can now configure AI agent behaviors, create or edit custom prompts and set appropriate guardrails directly through the Amazon Connect admin website. For example, users can update AI prompts when launching new products, adjust AI guardrails to filter inappropriate content, or refine AI agents.
https://aws.amazon.com/about-aws/whats-new/2025/0103/amazon-q-connect-contact-lens-free-trials-conversational-analytics-performance-evaluationsadmin-website/
Amazon Connect
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You can now evaluate agent performance on emails in Amazon Connect, enabling managers to 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. With this launch, managers can evaluate agent performance by reviewing email threads and additional details of the email interaction (e.g., handle time) in a single UI. Contact centers can also use public APIs to incorporate data from third-party systems (e.g., CSAT, sales volumes, customer retention, etc.) into performance evaluations of email contacts, providing managers with comprehensive insights on agent performance.
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Tasks now support durations up to 90 days
Amazon Connect Tasks can now be configured to expire up to 90 days from creation, with a default of 7 days. For example, tasks like auto repairs can take weeks to complete or that have longer follow-up times can stay active for up to 90 days before being escalated to a supervisor, while more time-critical tasks like rescheduling a hotel reservation can be distributed and tracked to completion within minutes. Amazon Connect Tasks empowers you to prioritize, assign, and track all contact center agent tasks to completion, improving agent productivity and ensuring customer issues are quickly resolved.
This feature is supported in all AWS regions where Amazon Connect Tasks is offered.
https://aws.amazon.com/about-aws/whats-new/2025/0103/amazon-connect-contacttasks-lensdurations-agent-performance-evaluations-email-contacts90-days/
Salesforce Contact Center with Amazon Connect
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Amazon Connect now integrates 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.
Amazon Connect Contact Lens now offers a new dashboard that lets you 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. With this dashboard, you can view and compare real-time and historical aggregated performance, trends, and insights using custom-defined time periods (e.g., week over week), summary charts, time-series chart, etc. Now, you can track how long an agent has been on after contact work, color code time in specific statuses, and listen into live contacts that need immediate attention. For example, you can automatically highlight in red if an agent is an error state to give a quick visual indicator of where agents might need additional help to change their status back to available.
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is now generally available
Salesforce Contact Center with Amazon Connect, now generally available, is a groundbreaking offering that integrates native digital and voice capabilities into Salesforce Service Cloud, delivering a unified and streamlined experience for agents. Salesforce users can now unify and route voice, chat, email, and case management across Amazon Connect and Service Cloud capabilities, streamlining operational efficiency and enhancing customer service interactions.
With Salesforce Contact Center with Amazon Connect, companies can now seamlessly integrate their Salesforce CRM data and agent experience with Amazon Connect’s leading voice, digital channels, and routing capabilities. Salesforce users can innovate with personalized and responsive service across every touchpoint. Customers receive personalized, AI-powered self-service experiences across Amazon Connect voice and chat, quickly solving issues. For more complex inquiries, the seamless transition from self-service to agent-assistance connects customers to the right agent, who has a unified view of the customer’s data, issue, and interaction history in Salesforce Service Cloud. Integrated data and APIs empower agents with Amazon Connect Contact Lens real-time voice transcripts and supervisors with call monitoring in Salesforce Service Cloud. Salesforce admins can quickly deploy and configure an integrated contact center solution in minutes with Amazon Connect voice, digital channels and routing of Salesforce cases.
This feature is available in all AWS Regions where Amazon Connect is available.
https://aws.amazon.com/about-aws/whats-new/2025/0103/amazon-connectsalesforce-contact-lenscenter-realamazon-timeconnect-dashboardavailable/
Amazon Connect Contact Lens
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Amazon Connect Contact Lens dashboards now allow you to 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 (e.g., week over week), summary charts, time-series chart, etc. Now, you can further customize specific widgets to create dashboards that best fit your business needs. For example, you can create a single line chart that combines contacts queued, average queue answer time, and abandoned contacts, filtered for your most important queues, so you can quickly see how increasing contact volumes impact both wait time and customer abandonment rates.
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now enables you to capture agent acknowledgements of performance evaluations
You can now capture and review agent acknowledgements of performance evaluations within Contact Lens, ensuring that agents have reviewed evaluation feedback and understand performance expectations. Today, agents receive automated email notifications or tasks to review their performance evaluations. With this launch, agents can acknowledge their review of performance evaluations within the Connect UI, and add optional notes (e.g., “reviewed and accepted feedback on being more empathetic towards angry customers”). Managers can then track agent acknowledgements, to confirm that agents are regularly reviewing the feedback on performance evaluations for improving their performance.
This feature is available in all regions where Contact Lens performance evaluations are already available.
https://aws.amazon.com/about-aws/whats-new/2025/0103/amazon-connect-contact-lens-agents-dashboardsacknowledgements-groupingsperformance-filtersevaluations/
Amazon Connect Screen Recording now available in AWS GovCloud (US-West)
Today, we are excited to announce that Amazon Connect screen recording is now available in AWS GovCloud (US-West), expanding its reach to government and public sector customers. This feature, which enables customers to record their agent screens during customer interactions for quality assurance purposes, was previously available in all commercial AWS regions where Amazon Connect is live. With this launch, we're bringing the same powerful capabilities to our AWS GovCloud (US) customers.
Amazon Connect screen recording is a valuable tool for contact centers looking to enhance their quality assurance processes. By capturing agent desktop activities during customer interactions, supervisors and quality assurance teams can gain deeper insights into agent performance, adherence to procedures, and opportunities for improvement. This feature helps organizations maintain high standards of customer service, ensure compliance with regulations, and identify areas for agent training and development.
https://aws.amazon.com/about-aws/whats-new/2025/01/amazon-connect-screen-recording-govcloud-us-west/
Amazon Connect now offers a public preview of persistent agent connections for faster call handling
Amazon Connect now offers the ability to maintain an open communication channel between your agents and Amazon Connect, helping 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, allowing for subsequent calls to connect faster. Amazon Connect persistent agent connection makes it easier to support compliance requirements with telemarketing laws such as the U.S. Telephone Consumer Protection Act (TCPA) for outbound campaigns’ calling by reducing the time it takes for a customer to connect with your agents.
Amazon Connect persistent connection preview is now available in all AWS regions where Amazon Connect is offered, and there is no additional charge beyond standard pricing for the Amazon Connect service usage and associated telephony charges.
Amazon Connect outbound campaigns can connect a call with an agent in under 2 seconds
Amazon Connect outbound campaigns can now be configured to connect a customer who has picked up a campaign call to an available agent in under two seconds while also supporting automatic call classification. This enhancement helps organizations support regulatory compliance with telemarketing laws such as the U.S. Telephone Consumer Protection Act (TCPA), while increasing customer engagement and agent productivity. Call classification automatically categorizes the outcome of a call using machine learning (ML), rather than requiring agent input, helping improve agent productivity and drive efficient customer engagement. To optimize outbound call performance, customers are encouraged to follow Amazon Connect's best practices to reduce connection latency.
With Amazon Connect outbound campaigns, companies only pay-as-they-go for outbound campaigns processing and for associated channels usage. Amazon Connect outbound campaigns is available in US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt) and Europe (London) AWS regions.
Amazon Connect agent workspace now supports audio optimization for Citrix and Amazon WorkSpaces virtual desktops
Amazon Connect agent workspace now supports the ability to redirect audio from Citrix and Amazon WorkSpaces Virtual Desktop Infrastructure (VDI) environments to a customer service agent’s local device. Audio redirection improves voice quality and reduces latency for voice calls handled on virtual desktops, providing a better experience for both end customers and agents
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.
https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html
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.
https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html
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.
https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html
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?
You can consolidate evaluation forms that are applicable to different interaction scenarios into a single dynamic evaluation form which automatically hides irrelevant questions. This reduces manager effort in selecting the relevant evaluation form and determining which evaluation questions are applicable to the interaction, helping managers perform evaluations faster and more accurately.
https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html
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.
https://aws.amazon.com/about-aws/whats-new/2025/0102/amazon-connect-agentcases-workspaceconditionally-audio-optimization-citrix-workspaces-virtual-desktops/
Amazon Connect now provides daily headcount projections in capacity plan downloads
Amazon Connect now provides daily headcount projections in capacity plan downloads, enhancing your ability to review staffing requirements with greater precision. While capacity plans already provided weekly and monthly projections, this launch allows you to access day-by-day headcount requirements for up to 64 weeks into the future. This granular view simplifies key staffing and hiring decisions, such as how many workers to hire while accounting for seasonality and applying different shrinkage assumptions at a day level.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is required-fields/
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.
This feature is available in all regions where Contact Lens performance evaluations are already available.
https://aws.amazon.com/about-aws/whats-new/2025/0102/amazon-connect-headcount-projections-plan-downloads-contact-lens-automatically-email-agents-completed-performance-evaluations/
Amazon Connect
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Amazon Connect Cases now allows agents and supervisors to filter cases in the agent workspace by custom field values, making it easier to narrow down search results and find relevant cases. Users can also customize the case list view and search results layout by adding custom columns, hiding or rearranging existing columns, and adjusting the number of cases per page. These enhancements enable users to tailor the case list view to meet their needs and manage their case workloads more effectively.
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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.
This feature is available in all regions where Contact Lens performance evaluations are already available.
https://aws.amazon.com/about-aws/whats-new/2025/0102/amazon-connect-casescontact-granularlens-searchdashboard-caseagent-list-viewsevaluations/
Amazon Connect
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Contact Lens can now take automated actions based on hold times and agent interaction time
Amazon Connect now includes the ability for agents to schedule time off up to 24 months in the future, making it easier for managers and agents to plan ahead of timeContact 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, agents can now book time off in Connect up to 24 months ahead of time (an increase from 13 months). Additionally, you can now upload pre-approved time off windows for a scheduling group (group allowance) for up to 27 months at a time (an increase from 13 months). These increased limits provide agents more flexibility to plan their personal time and also provide managers better visibility into future staffing needs, thus enabling more efficient resource allocationmanagers 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.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is regions where Contact Lens performance evaluations are already available.
https://aws.amazon.com/about-aws/whats-new/2025/0102/amazon-connect-agent-time-off-scheduling-24-months-futurecontact-lens-automated-actions-based-hold-times-agent-interaction-time/
December 2024
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Amazon Connect now supports interactive welcome messages when starting chats
Amazon Connect Contact Lens now offers built-in dashboards to monitor the performance of your conversational AI bots making 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. From the dashboard, you can navigate to the bot management page and make updates in a couple clicks to improve bot accuracy. These new capabilities make it easy for you analyze the performance of your conversational AI experiences, all within the Connect web UI.These features are available in all commercial AWS regions where Amazon Connect and Amazon Lex are availableChat 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.
To customize the interactive welcome message using Amazon Lex, check the 'Initialize bot with message' option in the 'Get customer input' block in the Amazon Connect flow designer. You can either manually enter or dynamically set the initial message sent to the chat bot to personalize your customer experience.
https://aws.amazon.com/about-aws/whats-new/20242025/1202/amazon-connect-contactinteractive-lenswelcome-builtmessages-in-dashboards-analyze-conversational-ai-bot-performancestarting-chats/
Amazon Connect
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Amazon Connect now enables you to 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, allowing you to easily specify portions of the experience to record. For example, pausing and resuming recordings before and after sensitive exchanges, such as when a customer shares their credit card or social security number. These new capabilities make it easy for you to monitor and audit the quality of your self-service experiences or to record interactions for compliance or policy purposes.
IVR recording is available in all AWS regions where Amazon Connect is available. The other automated interactions are available in all commercial AWS regions where Amazon Connect is available.
Amazon Connect now supports external voice transfers
Amazon Connect now integrates 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.
Amazon Connect IVR provides conversational voice bots in 30+ languages with natural language processing, automated speech recognition, and text-to-speech to help personalize customer service, provide self-service for complex tasks, and collect information to reduce agent handling time. Now, you can use Amazon Connect to modernize the IVR experience of your existing contact center and your enterprise and branch voice systems. Additionally, enterprises migrating their contact center to Amazon Connect can start with Connect telephony and IVR for immediate modernization ahead of agent migration.
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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.
The new Telephony Rates are now available as part of the standard pricing for Amazon Connect service usage for the Asia Pacific (Singapore) region.
https://aws.amazon.com/about-aws/whats-new/2025/02/amazon-connect-reduces-telephony-pricing-vietnam/
January 2025
Amazon Connect Contact Lens now provides free trials for conversational analytics and performance evaluations
Amazon Connect Contact Lens now provides free trials for first-time users of conversational analytics and performance evaluations. New conversational analytics for voice customers will receive a free trial with no charge for the first 100,000 voice minutes per month for the first two months. In addition, customers using Contact Lens performance evaluations for the first time will receive a 30-day free trial, that begins the day that they submit their first performance evaluation. The free trials will enable first-time customers to pilot Contact Lens conversational analytics and evaluations in their environment without incurring additional costs.
With this launch, the new Contact Lens free trial are available in all AWS regions supported by Contact Lens.
Amazon Connect Contact Lens launches agent performance evaluations for email contacts
You can now evaluate agent performance on emails in Amazon Connect, enabling managers to 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. With this launch, managers can evaluate agent performance by reviewing email threads and additional details of the email interaction (e.g., handle time) in a single UI. Contact centers can also use public APIs to incorporate data from third-party systems (e.g., CSAT, sales volumes, customer retention, etc.) into performance evaluations of email contacts, providing managers with comprehensive insights on agent performance.
This feature is available in all regions where Contact Lens performance evaluations is already available.
https://aws.amazon.com/about-aws/whats-new/20242025/1201/amazon-connect-external-voice-transferscontact-lens-agent-performance-evaluations-email-contacts/
Amazon Connect Contact Lens
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launches new real-time dashboard
Amazon Connect now integrates with other voice systems for real-time and post-call analytics, so you to directly transfer voice calls and metadata without using the public telephone network. You can use Amazon Connect Contact Lens telephony and Interactive Voice Response (IVR) with your existing voice system systems to help improve customer experience and agent performancereduce costs.
Amazon Connect Contact Lens provides call recordings, conversational analytics (including contact transcript, sensitive data redaction, content categorization, theme detection, sentiment analysis, real-time alerts, and post-contact summary), and agent performance evaluations (including evaluation forms, automated evaluation, supervisor review) with a rich user experience to display, search and filter customer interactions, and programmatic access to data streams and the data lake. If you are an existing Amazon Connect customer, you can expand use of Contact Lens to other voice systems for consistent analytics in a single data warehouse. If you want to migrate your contact center to Amazon Connect, you can start with Contact Lens analytics and performance insights before migrating their agents.Contact Lens supports external voice in the US East (N. Virginia) and US West (Oregon) AWS Regionsnow offers a new dashboard that lets you 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. With this dashboard, you can view and compare real-time and historical aggregated performance, trends, and insights using custom-defined time periods (e.g., week over week), summary charts, time-series chart, etc. Now, you can track how long an agent has been on after contact work, color code time in specific statuses, and listen into live contacts that need immediate attention. For example, you can automatically highlight in red if an agent is an error state to give a quick visual indicator of where agents might need additional help to change their status back to available.
This dashboard is available in all commercial AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/20242025/1201/amazon-connect-contact-lens-real-externaltime-voicedashboard/
Amazon Connect
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Contact Lens dashboards now provide configurable groupings and filters
Amazon Connect now offers new 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 new 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 via their preferred channels, responding instantly to behaviors such as abandoned shopping carts or frequent visits to specific help pages.
With Amazon Connect Customer Profiles and Amazon Connect outbound campaigns, only pay-as-you-go for customer profiles utilized daily, outbound campaigns processing and for associated channels usage. Both features of Amazon Connect are available in US East (N. Virginia), US West (Oregon), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt) and Europe (London) AWS regions. In addition, segment AI assistant is available in Asia Pacific (Seoul), Asia Pacific (Tokyo) and Asia Pacific (Singapore) AWS regions, with trigger based campaigns also available in Africa (Cape Town) AWS region.
https:Contact Lens dashboards now allow you to 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 (e.g., week over week), summary charts, time-series chart, etc. Now, you can further customize specific widgets to create dashboards that best fit your business needs. For example, you can create a single line chart that combines contacts queued, average queue answer time, and abandoned contacts, filtered for your most important queues, so you can quickly see how increasing contact volumes impact both wait time and customer abandonment rates.
These dashboards are available in all commercial AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/20242025/1201/amazon-connect-aicontact-assistantlens-customerdashboards-segments-trigger-based-campaignsgroupings-filters/
Amazon Connect launches new intraday forecast dashboards
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Amazon Connect Screen Recording now available in AWS GovCloud (US-West)
Today, we are excited to announce that Amazon Connect screen recording is now available in AWS GovCloud (US-West), expanding its reach to government and public sector customers. This feature, which enables customers to record their agent screens during customer interactions for quality assurance purposes, was previously available in all commercial AWS regions where Amazon Connect is live. With this launch, we're bringing the same powerful capabilities to our AWS GovCloud (US) customers.
Amazon Connect screen recording is a valuable tool for contact centers looking to enhance their quality assurance processes. By capturing agent desktop activities during customer interactions, supervisors and quality assurance teams can gain deeper insights into agent performance, adherence to procedures, and opportunities for improvement. This feature helps organizations maintain high standards of customer service, ensure compliance with regulations, and identify areas for agent training and development.
https://aws.amazon.com/about-aws/whats-new/20242025/1201/amazon-connect-screen-launchesrecording-intradaygovcloud-forecastus-dashboardswest/
Amazon Connect
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now offers a public preview of persistent agent connections for faster call handling
Amazon Connect now offers the ability to maintain an open communication channel between your agents and Amazon Connect, helping reduce the time it takes to establish a connection with a customer. 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 end-customer self-service scenarios, guardrails can be used to ensure Amazon Q in Connect responses are constrained to only company-related topics and maintain professional communication standards. Additionally, when agents leverage Amazon Q in Connect to help solve customer issues, these guardrails can prevent accidental exposure of personally identifiable information (PII) to agents. Contact center administrators will have the flexibility to configure these guardrails and selectively apply them to different contact typesan agent’s user profile to maintain a persistent connection after a conversation ends, allowing for subsequent calls to connect faster. Amazon Connect persistent agent connection makes it easier to support compliance requirements with telemarketing laws such as the U.S. Telephone Consumer Protection Act (TCPA) for outbound campaigns’ calling by reducing the time it takes for a customer to connect with your agents.
Amazon Connect persistent connection preview is now available in all AWS regions where Amazon Connect is offered, and there is no additional charge beyond standard pricing for the Amazon Connect service usage and associated telephony charges.
https://aws.amazon.com/about-aws/whats-new/20242025/1201/amazon-connect-aipublic-preview-guardrailspersistent-qagent-connectconnections/
Amazon Connect
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Amazon Connect Contact Lens now provides you with the ability 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 (e.g., 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. In addition, you can receive alerts and generate tasks on categorized contacts, and search for contacts using the automated labels. This feature helps supervisors easily categorize contacts for scenarios such as identifying customer interest in specific products, assessing customer satisfaction, monitoring whether agents exhibited professional behavior on calls, and more.
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outbound campaigns can connect a call with an agent in under 2 seconds
Amazon Connect outbound campaigns can now be configured to connect a customer who has picked up a campaign call to an available agent in under two seconds while also supporting automatic call classification. This enhancement helps organizations support regulatory compliance with telemarketing laws such as the U.S. Telephone Consumer Protection Act (TCPA), while increasing customer engagement and agent productivity. Call classification automatically categorizes the outcome of a call using machine learning (ML), rather than requiring agent input, helping improve agent productivity and drive efficient customer engagement. To optimize outbound call performance, customers are encouraged to follow Amazon Connect's best practices to reduce connection latency.
With Amazon Connect outbound campaigns, companies only pay-as-they-go for outbound campaigns processing and for associated channels usage. Amazon Connect outbound campaigns is available in US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt) and Europe (London) AWS regions.
https://aws.amazon.com/about-aws/whats-new/20242025/1201/amazon-connect-outbound-contactcampaigns-lensconnect-categorizescall-contactsagent-generative2-aiseconds/
Amazon Connect
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agent workspace now supports audio optimization for Citrix and Amazon WorkSpaces virtual desktops
Amazon Connect now makes it as easy as a few clicks for you to create, edit, and continuously improve conversational AI bots for interactive voice response (IVR) and chatbot self-service experiences. Now, you can configure and design your bots (powered by Amazon Lex) directly from the Connect web UI, allowing you to deliver dynamic, conversational AI experiences to understand your customer’s intent, ask follow-on questions, and automate resolution of their issues.
By using Amazon Connect’s drag-and-drop workflow designer, you can enhance your bots with Amazon Connect Customer Profiles, making it easy to deliver personalized experiences with no code. For example, you can upgrade your touch-tone menu (e.g., Press 1 for Account Support) with a bot to greet your customer by name, proactively offer to help them pay an upcoming bill, and offer them additional support options. In a few clicks, you can also customize and launch the Connect widget to further enhance your customer’s digital experience. These new bot building capabilities in Amazon Connect make it easy for you create and launch bot-powered self-service experiences by reducing the need for you to manage multiple applications or custom integrations.
This new feature is available in all commercial AWS regions where Amazon Connect and Amazon Lex is available.
Amazon Connect now makes it easier to collect sensitive customer data within chats
Amazon Connect now 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 (e.g., address changes), or collecting customer data (e.g., account details) without requiring the customer to switch channels or navigate to another page on your website.
To get started, use Amazon Connect’s No-code UI builder to create step-by-step guides with forms, enable the ‘This view has sensitive data’ option in the Show view flow block to ensure compliance with data protection and privacy standards, and use a Lambda function to send the collected customer data to any application (e.g., a payment processor).
This feature is supported in all commercial AWS regions where Amazon Connect is offered.
AWS announces Salesforce Contact Center with Amazon Connect (Preview)
Today, AWS announces the Preview of Salesforce Contact Center with Amazon Connect, a groundbreaking offering that integrates native digital and voice capabilities into Salesforce Service Cloud, delivering a unified and streamlined experience for agents. Salesforce users can now unify and route voice, chat, email, and case management across Amazon Connect and Service Cloud capabilities, streamlining operational efficiency and enhancing customer service interactions.
With Salesforce Contact Center with Amazon Connect, companies can now seamlessly integrate their Salesforce CRM data and agent experience with Amazon Connect’s leading voice, digital channel, and routing capabilities. Salesforce users can innovate with personalized and responsive service across every touchpoint. Customers receive personalized, AI-powered self-service experiences powered by Amazon Lex across Amazon Connect voice and chat, quickly solving issues. For more complex inquiries, the seamless transition from self-service to agent-assistance connects customers to the right agent, who has a unified view of the customer’s data, issue, and interaction history in Salesforce Service Cloud. Integrated data and APIs empower agents with Contact Lens real-time voice transcripts and supervisors with call monitoring in Salesforce Service Cloud. Salesforce admins can quickly deploy and configure an integrated contact center solution in minutes with Amazon Connect voice, chat and routing of Salesforce cases.
https://aws.amazon.com/about-aws/whats-new/2024/12/salesforce-contact-center-amazon-connect-preview/
Amazon Connect launches 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.
Amazon Q in Connect can directly converse with end-customers and reason over undefined intents for more ambiguous scenarios to provide customers accurate responses. For example, Amazon Q in Connect can help end-customers by completing actions such as booking trips, applying for loans, or scheduling doctor appointments. Amazon Q in Connect also supports Q&A, helping end-customer get the information they need as well as asking end-customers follow up questions to determine the right answers. If a customer requires additional support, Amazon Q in Connect provides seamless transition to customer service agents, preserving the full conversation context ensuring a cohesive customer experience.
Amazon Connect now supports WhatsApp Business messaging
Amazon Connect now supports WhatsApp Business messaging, enabling you to deliver personalized experiences to your customers who use WhatsApp, one of the world's most popular messaging platforms, increasing customer satisfaction and reducing costs. Rich messaging features such as inline images and videos, list messages, and quick replies allow your customers to browse product recommendations, check order status, or schedule appointments.
Amazon Connect for WhatsApp Business messaging makes it easy for your customers to initiate a conversation by simply tapping on WhatsApp-enabled phone numbers or chat buttons published on your website or mobile app, or by scanning a QR code. As a result, you are able to reduce call volumes and lower operational costs by deflecting calls to chats. WhatsApp Business messaging uses the same generative AI-powered chatbots, routing, configuration, analytics, and agent experience as voice, chat, SMS, Apple Messages for Business, tasks, web calling, and email in Amazon Connect, making it easy for you to deliver seamless omnichannel customer experiences.
Amazon Connect for WhatsApp Business messaging is available in US East (N. Virginia), US West (Oregon), Europe (Frankfurt), Europe (London), and Asia Pacific (Singapore) regions.
https://aws.amazon.com/about-aws/whats-new/2024/12/amazon-connect-whatsapp-business-messaging/
Amazon Connect Contact Lens now automates agent performance evaluations using generative AI
Amazon Connect Contact Lens now 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. You are also provided with context and justification for the automated evaluations along with references to specific points in the conversation for agent coaching. This launch provides managers with automated evaluations of additional agent behaviors (e.g., was the agent able to resolve the customer’s issue?), enabling managers to comprehensively monitor and improve regulatory compliance, agent adherence to quality standards and sensitive data collection, while reducing the time spent on evaluating agent performance.
This feature is supported in the English language and is available in 8 AWS regions including US East (N. Virginia), US West (Oregon), Europe (Frankfurt), Europe (London), Canada (Central), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Asia Pacific (Singapore).
Amazon Connect now supports push notifications for mobile chat
Amazon Connect now supports push notifications for mobile chat on iOS and Android devices, improving the customer experience and enabling faster issue resolution. Amazon Connect makes it easy to offer mobile chat experiences using the Amazon Connect Chat SDKs or a webview solution using the communications widget. Now, with built-in push notifications enabled for mobile chat experiences, customers will be proactively notified as soon as they receive a new message from an agent or chatbot, even when they are not actively chatting.
Push notifications for mobile chat is available in the US East (N. Virginia), US West (Oregon), Canada (Central), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Europe (Frankfurt), and Europe (London) regions.
https://aws.amazon.com/about-aws/whats-new/2024/12/amazon-connect-push-notifications-mobile-chat/
Amazon Connect now supports holiday overrides for Hours of operation
You can now configure holidays and other variances to your contact center Hours of operation with “overrides” in Amazon Connect, using APIs or the admin website. Overrides are exceptions to your contact center’s standard day-of-the-week operating hours. For example, if your contact center opens at 9am and closes at 10pm, but on New Year’s Eve you want to close at 4pm to allow your agents to get home in time to celebrate, you can add an override to do so. When the holiday arrives and you close your contact center early, callers get the after hours customer experience.
Hours of operations overrides are supported in all AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2024/12/amazon-connect-holiday-overrides-hours-operation/
Amazon Connect now provides agent schedule data in analytics data lake
Amazon Connect now provides published schedules data in the analytics data lake, making it easier for you to generate reports and insights from this data. From agent schedules data in the analytics data lake, you can now 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. You can also address audit and compliance use cases such as generating a detailed report of all scheduled events for all agents for the past two years. To generate these reports and insights, you can use Amazon Athena with Amazon QuickSight or another business intelligence tool of your choice.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
Amazon Connect Tasks now support durations up to 30 days
Amazon Connect Tasks can now be configured to expire up to 30 days from creation, with a default of 7 days. For example, less urgent tasks like monthly expense notifications can stay active for up to 30 days before escalating to a supervisor, while urgent tasks like customer escalations can now be sent to a supervisor after 1 minute. Amazon Connect Tasks empowers you to prioritize, assign, and track all contact center agent tasks to completion, improving agent productivity and ensuring customer issues are quickly resolved.
This feature is supported in all AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2024/12/amazon-connect-tasks-durations-30-days/
Amazon Connect now supports multi-party chat
Amazon Connect now supports multi-party chat, allowing up to 4 additional agents to join an ongoing chat conversation, making it easier to collaborate and resolve customer issues quickly. For example, agents can add a supervisor or subject matter experts to join the chat, ensuring customers receive accurate and timely support.
Multi-party chat can be enabled within the AWS Console. Once enabled, agents can simply use a Quick Connect to invite additional agents to an ongoing chat. This feature is available in all commercial AWS regions where Amazon Connect is available.
https://aws.amazon.com/about-aws/whats-new/2024/12/amazon-connect-multiparty-chat/
Amazon Connect launches support for 64 languages for Amazon Q in Connect agent assistance
Amazon Q in Connect now supports 64 languages for agent assistance capabilities. Customer service agents can now 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.
Amazon Connect now supports deletion of queues and routing profiles from the admin website
You can now remove queues and routing profiles that are no longer required in your contact center directly from the Amazon Connect admin website, in addition to the API-based deletion that was previously supported. For example, if your team set up sample queues to test a use case that are no longer needed, or you are consolidating your routing profiles because you have reorganized agents, you can now click to remove the unwanted resources.
To get started, open the Amazon Connect admin website and navigate to the queues or routing profile page. Use the delete action to remove unneeded rows and free up service quotas for that resource. The updated UIs are available in all AWS Regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2024/12/amazon-connect-deletion-queues-routing-profiles/
Amazon Connect now provides built-in capabilities for customer authentication within chats
Amazon Connect now provides built-in capabilities for customer authentication within chats, making it easier to verify customer identity and deliver personalized experiences. You can use the new Authenticate Customer flow block to simplify authentication in your chat workflows. For example, unauthenticated customers who require agent assistance can be shown a pop-up to sign-in before connecting with an agent, allowing agent’s to provide more personalized and efficient support.
To get started, visit the new ‘Customer authentication’ page within the AWS Console to configure your identify provider, then add the Authenticate Customer block to your contact flow.
Amazon Connect launches AWS CloudTrail support for Agent Status configuration
Amazon Connect now records all changes made on the Agent status page as events in AWS CloudTrail. This enables you to look in AWS CloudTrail to identify which admin website user added, updated or disabled an agent status, for example adding ‘Break’ and ‘Training’ to the standard available and offline choices. Now you have the same logging capabilities available on other resources such as users, queues, and flows that help you analyze and monitor changes to your contact center.
The updated UI with AWS CloudTrail support is available in all AWS Regions where Amazon Connect is offered.
Amazon Connect launches improved agent hierarchy configuration interface with AWS CloudTrail support
Amazon Connect provides a refreshed experience for configuring hierarchies on the admin website, giving customers better ways to navigate complex organizational structures quickly and accurately. Hierarchies are a way for customers to organize their agents into teams and groups for reporting purposes (e.g. by department, location, or skill sets). Now customers can visualize their tree structure and find resources using free-text type-ahead search. Because this UI is now powered by public APIs, customers can leverage AWS CloudTrail to log, view and audit all changes to hierarchy groups and structures regardless of who made them or how.
The updated UI with AWS CloudTrail support agent workspace now supports the ability to redirect audio from Citrix and Amazon WorkSpaces Virtual Desktop Infrastructure (VDI) environments to a customer service agent’s local device. Audio redirection improves voice quality and reduces latency for voice calls handled on virtual desktops, providing a better experience for both end customers and agents.
Amazon Connect now provides daily headcount projections in capacity plan downloads
Amazon Connect now provides daily headcount projections in capacity plan downloads, enhancing your ability to review staffing requirements with greater precision. While capacity plans already provided weekly and monthly projections, this launch allows you to access day-by-day headcount requirements for up to 64 weeks into the future. This granular view simplifies key staffing and hiring decisions, such as how many workers to hire while accounting for seasonality and applying different shrinkage assumptions at a day level.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is offeredavailable.
https://aws.amazon.com/about-aws/whats-new/20242025/1201/amazon-connect-agentheadcount-hierarchyprojections-configurationplan-interface-cloudtraildownloads/
Amazon Connect
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Cases now provides more granular search capabilities and customizable case list views
Amazon Connect now offers the ability to exclude certain proficiencies from consideration when using routing criteria for routing. You can use this to exclude or reserve niche skills. For example, you can exclude dual-skilled Spanish and English speaking agents from English language contacts to reserve them for contacts in Spanish. You can include the dual-skilled agents when required by removing the exclusion condition.This feature is available in all AWS regions where Amazon Connect is offeredCases now allows agents and supervisors to filter cases in the agent workspace by custom field values, making it easier to narrow down search results and find relevant cases. Users can also customize the case list view and search results layout by adding custom columns, hiding or rearranging existing columns, and adjusting the number of cases per page. These enhancements enable users to tailor the case list view to meet their needs and manage their case workloads more effectively.
https://aws.amazon.com/about-aws/whats-new/20242025/1201/amazon-connect-exclude-proficiencies-routing-cases-granular-search-case-list-views/
Amazon Connect
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now supports agent time off scheduling up to 24 months in the future
Amazon Connect now includes the ability for agents to schedule time off up to 24 months in the future, making it easier for managers and agents to plan ahead of time. With this launch, agents can now book time off in Connect up to 24 months ahead of time (an increase from 13 months). Additionally, you can now upload pre-approved time off windows for a scheduling group (group allowance) for up to 27 months at a time (an increase from 13 months). These increased limits provide agents more flexibility to plan their personal time and also provide managers better visibility into future staffing needs, thus enabling more efficient resource allocation.
This feature is available in all AWS regions Regions where Amazon Connect agent scheduling is offeredavailable.
https://aws.amazon.com/about-aws/whats-new/20242025/1201/amazon-connect-routing-range-agent-proficiencies/agent-time-off-scheduling-24-months-future/
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