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October 2025
Amazon Connect now supports agent screen recording for ChromeOS
Amazon Connect now provides screen recording for agents using ChromeOS devices making it easier for you to help improve their performance. With screen recording, you can identify areas for agent coaching (e.g., long contact handle duration or non-compliance with business processes) by not only listening to customer calls or reviewing chat transcripts, but also watching agents’ actions while handling a contact (i.e., a voice call, chat, or task).
Screen recording on ChromeOS is available in all the AWS Regions where Amazon Connect is already available.
https://aws.amazon.com/about-aws/whats-new/2025/10/amazon-connect-agent-screen-recording-chromeos/
Amazon Connect now enables you to customize service level calculations
Amazon Connect now enables you to customize service level calculations to your specific needs. Supervisors and managers can define time thresholds for when a contact is considered to meet service level standards and select which contact outcomes to include in the calculation. For example, managers can choose to count callback contacts, exclude contacts transferred out while waiting in queue, and exclude short abandons using a configurable time threshold. Customization of service level calculation is available from the metric configuration section on the analytics dashboards.
With this feature supervisors and managers can now create a service level metric calculation that better aligns with their business operations. With a customized view of service level performance, operations managers can assess how effectively they have met their service standards.
This new feature is available in all AWS regions where Amazon Connect is offered.
Amazon Connect launches new case APIs to link related cases, add custom related items, and search across them
Amazon Connect now allows you to programmatically enrich case data by linking related cases, attaching custom related items, and searching across them, so agents have the full context they need to resolve issues faster. For example, an airline can link all customer cases tied to a single flight cancellation to coordinate rebookings and send proactive updates, while a retailer can attach order and shipment details to a refund request to deliver faster resolutions and keep customers informed.
Amazon Connect Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town) AWS regions.
https://aws.amazon.com/about-aws/whats-new/2025/10/amazon-connect-cases-api-link-search/
Amazon Connect now supports agent schedule adherence notifications
Amazon Connect now supports agent schedule adherence notifications, making it easier for you to proactively identify when agents aren't adhering to their scheduled activities. You can define rules to automatically send email or text notifications (via EventBridge) to supervisors when agents exceed adherence thresholds. For example, if agent adherence drops below 85% in a trailing 15-minute window, supervisors can receive an email alert. These automated notifications eliminate the need for continuous dashboard monitoring and enable proactive intervention before service levels decline, improving both supervisor productivity and customer satisfaction.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
https://aws.amazon.com/about-aws/whats-new/2025/10/amazon-connect-agent-adherence-notifications/
Amazon Connect now provides configurable thresholds for schedule adherence
Amazon Connect now provides configurable thresholds for schedule adherence, giving you more flexibility in how you track agent performance. You can define thresholds for how early or late agents start or end their shifts, as well as for individual activities. For example, agents can start their shift 5 minutes early and end 10 minutes late, or end their breaks 3 minutes late, without negatively impacting their adherence scores. You can further customize these thresholds for individual teams. For example, teams that handle contacts with long handle times can be given more flexibility in when they start their breaks. This launch enables managers to focus on true adherence violations and eliminates the impact of minor schedule deviations on agent performance, thus improving manager productivity and agent satisfaction.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
Amazon Connect now supports automated follow-up evaluations triggered by initial evaluation results
Amazon Connect can now automatically initiate follow-up evaluations to analyze specific situations identified during initial evaluations. For example, when an initial customer service evaluation detects customer interest in a product, Amazon Connect can automatically trigger a follow-up evaluation focused on the agent's sales performance. This enables managers to maintain consistent evaluation standards across agent cohorts and over time, while capturing deeper insights on specific scenarios such as sales opportunities, escalations, and other critical interaction moments.
This feature is available in all regions where Amazon Connect is offered.
Amazon Connect now supports threaded views and includes conversation history in agent replies
Amazon Connect now includes the conversation history in agent replies and introduces threaded views of email exchanges, making it easier for both agents and customers to maintain context and continuity across interactions. This enhancement provides a more natural and familiar email experience for both agents and customers.
Amazon Connect Email is available in the US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London) regions.
Amazon Connect now provides granular permissions for conversation recordings and transcripts
Amazon Connect now provides granular permissions to access conversation recordings and transcripts in the UI, giving administrators greater flexibility and security control. Contact center administrators can now separately configure access to recordings and transcripts, allowing users to listen to calls while preventing unauthorized copying of transcripts. The system also provides flexible download controls, enabling users to download redacted recordings while restricting downloads of unredacted versions. Administrators can also create sophisticated permission scenarios, providing access to redacted recordings of sensitive conversations while granting unredacted recording access for other conversations.
This feature is available in all regions where Amazon Connect is offered.
Amazon Connect outbound campaigns supports preview dialing for greater agent control
Amazon Connect outbound campaigns now offers a preview dialing mode that gives agents more context about a customer before placing a call. Agents can see key customer information—such as name, account balance, and prior interactions—and choose the right moment to call. Campaign managers can tailor preview settings and monitor performance through new dashboards that bring visibility to agent behavior, campaign outcomes, and customer engagement trends.
Without proper context, agents struggle to personalize interactions, leading to low customer engagement and poor experiences. Additionally, businesses can face steep regulatory penalties under laws such as the U.S. Telephone Consumer Protection Act (TCPA) or the UK Office of Communications (OFCOM) for delays in customer-agent connection.
With preview dialing, campaign managers can define review time limits and optionally enable contact removal from campaigns. During preview, agents see a countdown timer alongside customer data and can initiate calls at any moment. Analytics reveal performance patterns—such as average preview time or discard volume—giving managers data to optimize strategy and coach teams effectively. By reserving an agent prior to placing the call, companies can support compliance with regulations while bringing precision to outbound calling, improving both customer connection and operational control.
With Amazon Connect outbound campaigns, companies pay-as-they-go for campaign processing and channel usage. Preview dialing is available in AWS regions, including US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London).
Amazon Connect now supports scheduling of individual agents
Amazon Connect now supports scheduling of individual agents, giving you more flexibility in scheduling your workforce. For example, when onboarding 100 new agents to a business unit with schedules already published for next two months, you can create schedules for only those new agents and automatically merge them with existing schedules. This eliminates the need for workarounds such as manually copying schedules from existing agents to new agents or regenerating schedules for entire business unit, thus improving manager productivity and operational efficiency.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
https://aws.amazon.com/about-aws/whats-new/2025/10/amazon-connect-scheduling-individual-agents/
September 2025
Amazon Connect adds detailed disconnect reasons for improved call troubleshooting
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