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February 2026
Amazon Connect
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now provides APIs to test and simulate voice interactions
Amazon Connect
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now
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With this new feature, users can efficiently map CSV data to standard profile attributes powered by generative AI that automatically analyzes and organizes data from different formats, or create custom attributes as needed. The feature includes configurable profile expiry settings that allow organizations to set data retention periods of up to 90 days to maintain data quality and comply with governance requirements. When importing customer data, Customer Profiles utilize unique identifiers (such as customer IDs, email addresses, or phone numbers) to match and update existing profiles when possible, preventing duplicate records and ensuring customer information remains consolidated and current. Customers can now leverage these imported segments to drive multichannel outbound campaigns via SMS, phone calls, and email communications.
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offers APIs to configure and run tests that simulate contact center experiences, making it easy to validate workflows, self-service voice interactions, and their outcomes. With these APIs, you can programmatically configure test parameters, including the caller's phone number or customer profile, the reason for the call (such as "I need to check my order status"), the expected responses (such as "Your request has been processed"), and business conditions like after-hours scenarios or full call queues. With this launch, you can also integrate testing directly into CI/CD pipelines, run multiple tests simultaneously to validate workflows at scale, and enable automated regression testing as part of your deployment cycles. These capabilities allow you to rapidly validate changes to your workflows and confidently deploy new customer experiences to production.
These features are available in Asia Pacific (Mumbai), Africa (Cape Town), Europe (Frankfurt), US East (N. Virginia),
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Asia Pacific (
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Seoul),
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Europe (
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London), Asia Pacific (
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Tokyo),
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US West (
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Oregon), Asia Pacific (Singapore), Asia Pacific (Sydney), and Canada (Central
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)
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regions.
https://aws.amazon.com/about-aws/whats-new/
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test-simulate-voice-interactions/
Amazon Connect launches an appeals workflow for agent performance evaluations
Amazon Connect now provides
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an integrated workflow to capture and resolve agent appeals of performance evaluations, enhancing evaluation fairness and agent engagement. When agents disagree with an evaluation, they can appeal the evaluation along with their reasoning directly within the Connect UI. For example, an agent who received a low evaluation score for active listening on a conversation, may appeal their evaluation by citing specific examples where they actively listened and acknowledged the customer’s problem. Designated managers then receive automated email notifications to review and resolve the appeal. Additionally, managers can monitor which evaluations have been appealed, and track their status, ensuring timely resolution of appeals.
This feature is available in all regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/
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Amazon Connect
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Cases now supports CSV uploads to map related field options
Amazon Connect
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With this launch, Contact Lens is available in all AWS regions where Amazon Connect operates.
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Cases now supports using a CSV file to define which field options appear based on other field values, making it easier to configure complex field relationships on case templates. Instead of manually defining valid options — such as applicable defect types based on product category — admins can upload a file to define these relationships at scale, reducing onboarding effort and configuration time.
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/
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Amazon
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Amazon Q in Connect, a generative AI-powered assistant for customer service, now supports 6 additional languages for offering proactive recommendations for customer service agents to resolve issues quickly and accurately.
Amazon Q in Connect detects customer intent during voice and chat interactions in Spanish, French, Portuguese, Mandarin, Japanese, and Korean, in addition to English. Amazon Q in Connect can also support end-customer self-service interactions across Interactive Voice Response (IVR) and digital channels in 26 languages.
Amazon Connect now supports custom work labels for agent schedules
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Connect introduces audio enhancements for noisy environments
Today, AWS announces the release of Audio Enhancement for Amazon Connect, helping improve audio quality and reliability for voice calls in noisy contact center environments. With this launch, you can enable Audio Enhancement for your agents so that end customers can hear them more clearly, even in the presence of background noise within the contact center environment.
The Audio Enhancement capability suppresses agent-side background noises and isolates agent voices, removing the effect of background noise and chatter in busy contact center environments. Audio Enhancement offers two specialized modes to match different agent setups. The "Voice Isolation" mode suppresses noises as well as background speech within the contact center, while the "Noise Suppression" mode only suppresses background noises. Contact center administrators can enable these capabilities for agents through the User Management page and select the appropriate mode based on their equipment and setup. Agents with proper permissions can also adjust their settings directly from the Contact Control Panel to optimize for their current environment.
The Audio Enhancement capability is available in all commercial AWS Regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2026/02/amazon-connect-audio-enhancements/
Amazon Connect launches granular access controls for analytics dashboards
Amazon Connect dashboards now provides granular access controls for analytics dashboards. This enables you to apply resource tags that control who is able to see metrics for specific resources such as agents, queues, and routing profiles. You can now filter metrics using tags to view aggregate metrics for agents or queues that share the same tags. For example, you can tag agents with Department:Customer Service to restrict dashboard metrics visibility to Customer Service team managers.
Amazon Connect dashboards are available in all AWS commercial and AWS GovCloud (US-West) regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2026/02/amazon-connect-launches-granular-access/
Amazon Connect now provides real time AI-powered overviews and recommended next actions for Tasks
Amazon Connect now provides AI-powered Task overviews with suggested next actions so agents can understand work items faster and resolve them more quickly. For example, when an agent receives a Task to process a refund request submitted through an online form, Amazon Connect summarizes earlier activities such as verifying order details, checking return eligibility, and confirming the payment method, and then presents recommended next steps to complete the refund.
To enable this feature, add the Connect assistant flow block to your flows before a Task contact is assigned to your agent. You can guide the recommendations of your generative AI-powered Tasks assistant by adding knowledge bases.
This new feature is available in all AWS regions where Amazon Connect real time agent assistance is available.
https://aws.amazon.com/about-aws/whats-new/2026/02/connect-tasks-ai-assistance/
Amazon Connect now supports multi-line text fields on case templates
Amazon Connect now supports larger, multi-line text fields on case templates allowing agents to capture detailed free-form notes and structured data directly within cases. These fields expand vertically to accommodate multiple paragraphs, making it easier to document root cause analysis, transaction details, investigation findings, or customer-facing updates.
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/2026/02/amazon-connect-cases-multiline-text-fields/
Amazon Connect now includes agent time-off requests in draft schedules
Amazon Connect now includes agent time-off requests in draft schedules, making it easier for you to view why an agent was not scheduled on a particular day or part of the day. For example, when generating schedules for next month, you can see that an agent who typically works Monday to Friday wasn't scheduled for the first week because they're on leave without needing to check the published schedules or troubleshooting configuration as to why agent was not scheduled. This launch helps schedulers quickly identify coverage gaps and adjust schedules before publishing them to agents.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
https://aws.amazon.com/about-aws/whats-new/2025/02/amazon-connect-time-off-draft-schedules/
Amazon Connect Cases now supports AWS Service Quotas
Amazon Connect Cases now supports AWS Service Quotas, giving administrators a centralized way to view applied limits, monitor utilization, and scale case workloads without hitting unexpected service constraints. You can request quota increases directly from the Service Quotas console, and eligible requests are automatically approved without manual intervention.
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).
https://aws.amazon.com/about-aws/whats-new/2026/02/amazon-connect-cases-aws-service-quotas/
January 2026
Amazon Connect now supports tag-based access controls for cases
Amazon Connect now enables you to use tag-based access controls to define who can access specific cases. You can associate tags with case templates and configure security profiles to determine which users can access cases with those tags. For example, you can restrict access to fraud-related cases so that only agents in the fraud department can view or edit them.
Amazon Connect now simplifies linking related contacts to cases using flows
Amazon Connect now makes it easier to link related contacts such as email replies, call transfers, persistent chats, and queued callbacks to the same case so agents can view the complete customer journey and resolve issues faster. You can use flows to search for a case associated with a prior contact in the chain to follow-up contacts more easily.
In addition, you can now use flows to link a related contact to a case. For example, when you create a case via a Step-by-Step Guide, you can link that case to the main contact (e.g., voice, chat, email, or tasks) directly using flows.
Recurring overrides and visual calendar for hours of operation
Amazon Connect now makes it easier to manage contact center operating hours for recurring events like holidays, maintenance windows, and promotional periods, with a visual calendar that provides at-a-glance visibility by day, month, or year. You can set up recurring overrides that automatically take effect weekly, monthly, or every other Friday, and use them to provide customers with personalized experiences, all without having to manually revisit configurations. For example, every January 1st you can automatically greet customers with "Happy New Year!" and route them to a special holiday message before checking if agents are available, then on January 2nd your contact center automatically returns to normal operations.
Agent screen recording status tracking
Amazon Connect now offers customers the ability to view status of agent screen recordings in near real time in CloudWatch using Amazon EventBridge. With screen recording, supervisors can identify areas for agent coaching (e.g., 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 and task). Using Amazon EventBridge, customers can see status of each agent screen recording including success/failure, failure codes with description, installed client version, agent web browser version, agent operating system, screen recording start and end times from CloudWatch.
Customers can start using Amazon Connect screen recording status tracking by subscribing to Screen Recording Status Changed event type in Amazon EventBridge event bus.
Store nested JSON object and looping arrays
Amazon Connect now enables you to store and work with complex data structures in your flows, making it easy to build dynamic automated experiences that use rich information returned from your internal business systems. You can save complete data records, including nested JSON objects and lists, and reference specific elements within them, such as a particular order from a list of orders returned in JSON format.
Additionally, you can automatically loop through lists of items in your customer service flows, moving through each entry in sequence while tracking the current position in the loop. This allows you to easily access item-level details and present relevant information to end-customers. For example, a travel agency can retrieve all of a customer's itineraries in a single request and guide the caller through each booking to review or update their reservations. A bank can similarly walk customers through recent transactions one by one using data retrieved securely from its systems. These capabilities reduce the need for repeated calls to your business systems, simplify workflow design, and make it easier to deliver advanced automated experiences that adapt as your business requirements evolve.
https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html
Amazon Lex launches configurable voice activity detection sensitivity
Amazon Lex now provides three VAD sensitivity levels that can be configured for each bot locale: Default, High, and Maximum. The Default setting is suitable for most environments with typical background noise levels. High is designed for environments with consistent but moderate noise levels, such as busy offices or retail spaces. Maximum provides the highest tolerance for very noisy environments such as manufacturing floors, construction sites, or outdoor locations with significant ambient noise. You can configure VAD sensitivity when creating or updating a bot locale in the Amazon Connect's Conversational AI designer.
This feature is available in all AWS
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commercial regions where Amazon Connect
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and Lex operate.
https://aws.amazon.com/about-aws/whats-new/
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Amazon Connect
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Cases now supports AWS CloudFormation
Amazon Connect Cases now supports AWS CloudFormation, enabling you to model, provision, and manage case resources as infrastructure as code. With this launch, administrators can create CloudFormation templates to programmatically deploy and update their Cases configuration—such as templates, fields, and layouts—across Amazon Connect instances, reducing manual setup time and minimizing configuration errors.
Amazon Connect Cases is available in the following AWS
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Regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney),
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Asia Pacific (Tokyo
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), and Africa (Cape Town).
https://aws.amazon.com/about-aws/whats-new/
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Amazon Connect now provides
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agent scheduling metrics in data lake
Amazon Connect now provides
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agent scheduling metrics in data lake, making it easier
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for you to generate reports and insights from this data. For example, after publishing schedules for next month, you can access interval level (15 minutes or 30 minutes) metrics such as forecasted headcount, scheduled headcount, and projected service level in Connect analytics data lake. You can view aggregated metrics for an entire business unit (forecast group) or broken down by specific demand segments (demand groups). You can then visualize this data in Amazon Quick Sight or another BI tool of your choice for further analysis, such as identifying periods of over or under-staffing. This eliminates the need for manual reviews of agent schedules thus improving productivity for schedulers and supervisors.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
https://aws.amazon.com/about-aws/whats-new/
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Amazon Connect
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can now automatically select random samples of agent contacts for evaluation
Amazon Connect
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can now provide managers with random samples of agent contacts for evaluation, so they can provide fair coaching feedback to agents. Managers can specify how many contacts they need to review per agent, as per union agreements, regulations, or internal guidelines. They then receive the required number of contacts randomly selected from the specified timeframe, for example, 3 contacts per agent from the last week. Additionally, managers can use new filters to ensure that the selected contacts are suitable for evaluation, such as those with audio or screen recordings, transcripts, and exclude previously evaluated contacts.
This feature is available in all regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/
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Amazon Connect agent workspace now includes real-time agent performance metrics
The Amazon Connect agent workspace now includes an out-of-box analytics dashboard that provides agents with insights into their individual performance, such as contacts handled and average handle time. The dashboard also show agents their assigned queue metrics, such as contacts in queue and longest wait time. These insights help agents improve their performance and make decisions that enhance customer experience. For example, agents can delay breaks when they observe high queue volumes, helping to reduce customer wait times.
Amazon Connect agent workspace analytics dashboard is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Europe (Frankfurt), and Europe (London).
https://aws.amazon.com/about-aws/whats-new/2025/07/amazon-connect-agent-workspace-agent-metrics/
Amazon Connect announces per-day pricing for external voice connectors
Amazon Connect external voice connectors are now priced at $100 per connector per day. The new daily rate provides customers with more granular billing options. The per-day rate is effective today for new and existing connectors.
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automatically-select-random-contacts-evaluation/
Amazon Connect adds conditional logic and real-time updates to Step-by-Step Guides
Amazon Connect Step-by-Step Guides now enables managers to build more dynamic and responsive guided experiences. Managers can create conditional user interfaces that adapt based on user interactions, making workflows more efficient. For example, managers can configure dropdown menus to show or hide fields, change default values, or adjust required fields based on the input in prior fields, creating tailored experiences for different scenarios.
In addition, Step-by-Step Guides can now automatically refresh data from Connect resources such as flow modules at specified intervals, ensuring agents always work with the most current information.
Amazon Connect Step-by-Step Guides is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Europe (Frankfurt), Europe (London), and the AWS GovCloud (US-West) Region.
https://aws.amazon.com/about-aws/whats-new/
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-conditional-logic-real-time-updates-step-by-step-guides/
Amazon Connect now supports
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granular access controls for cases
Amazon Connect now
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Using AWS CloudFormation, organizations can standardize agent communications and reduce manual configuration between Amazon Connect instances. For example, you can use AWS CloudFormation templates to roll out updated response sets for seasonal campaigns or regulatory compliance across multiple Connect environments. This launch simplifies deployment and integrates seamlessly with continuous delivery pipelines.
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enables you to apply tag-based access control to cases, giving administrators more control over who can view and manage case data. With this capability, you can associate tags with case templates and configure security profiles to control which users can access cases that include specific tags. For example, you can tag fraud-related cases and restrict access so that only users assigned to a fraud security profile can view or edit those cases, helping you enforce internal controls and data access policies.
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/
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June 2025
Amazon Connect now supports external voice transfers in five additional AWS Regions
Amazon Connect external voice transfer is now available in the Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London) AWS Regions.
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December 2025
Amazon Connect launches WhatsApp channel for Outbound Campaigns
Amazon Connect Outbound Campaigns now supports WhatsApp, expanding on the WhatsApp Business messaging capabilities that already allow customers to contact your agents. You can now engage customers through proactive, automated campaigns on their preferred messaging platform, delivering timely communications such as appointment reminders, payment notifications, order updates, and product recommendations directly through WhatsApp. Setting up WhatsApp campaigns uses the same familiar Amazon Connect interface, where you can define your target audience, choose personalized message templates, schedule delivery times, and apply compliance guardrails, just as you do for SMS, voice, and email campaigns.
Previously, Outbound Campaigns supported SMS, email, and voice channels, while WhatsApp was available only for customers to initiate conversations with your agents. With WhatsApp support in Outbound Campaigns, you can now proactively reach customers through an additional messaging platform while maintaining a unified campaign management experience. You can personalize WhatsApp messages using real-time customer data, track delivery and engagement metrics, and manage communication frequency and timing to ensure compliance. This expansion provides greater flexibility to connect with customers on their preferred platforms while streamlining your omnichannel outreach strategy.
This feature is available in all AWS Regions where Amazon Connect Outbound Campaigns is supported.
https://aws.amazon.com/about-aws/whats-new/2025/
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Amazon OpenSearch Serverless now available in Asia Pacific (Hyderabad) and Asia Pacific (Osaka) regions
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AWS Support Center Console now supports screen sharing for troubleshooting support cases
AWS announces that AWS Support Center Console now support screen sharing for troubleshooting support cases. With this new feature, you can request a virtual meeting while in an active chat or call, join support calls with one click through a meeting bridge link. With the new virtual meetings, you will be able to share your screen during the meeting and maintain seamless access to case details for efficient troubleshooting. This enhancement simplifies your support experience by keeping all support interactions within the AWS Support Center console.
https://aws.amazon.com/about-aws/whats-new/2025/
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Amazon Connect enhances hold duration tracking for multiparty calls
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Amazon Connect now supports multiple choice and date questions in evaluation forms
Amazon Connect provides two new evaluation question types to capture deeper insights on human and AI agent performance. Managers can now create questions that allow multiple answer selections, such as the products that the customer was interested in during a sales conversation. Additionally, managers can capture dates for customer and agent actions within evaluation forms. For example, you can record when a customer applied for a loan and when it was approved.
https://aws.amazon.com/about-aws/whats-new/2025/
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Amazon
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Amazon Connect Customer Profiles now offers enhanced calculated attributes with timestamp controls, historical data backfill, and improved limits to help businesses transform customer data into actionable insights. Customers now can specify timestamps on their data, including future-dated events, and process historical data information with increased limits.
Amazon Connect Customer Profiles offers calculated attributes that transform customer behavior data (e.g., contacts, orders, web visits) into actionable insights such as a customer’s preferred channel to drive proactive outbound campaigns, dynamic routing, and personalize IVRs without requiring engineering resources. With new enhancements, customers can now create more accurate and relevant calculated attributes by controlling which timestamps are used for calculations and ensuring proper chronological ordering regardless of the ingestion sequence. The new historical calculation capability automatically includes previously ingested data when creating new attributes, eliminating the wait time for meaningful insights for customer engagement. These enhancements enable sophisticated use cases like tracking upcoming appointments, analyzing long-term customer behavior patterns, evaluating customer lifetime value, and ensuring agents are prepared with relevant context before customer interactions.
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Quick Suite now supports memory for chat agents
We are announcing memory for chat agents in Amazon Quick Suite – a feature that allows users to get personalized responses based on their previous conversations. With this feature, Quick Suite remembers the preferences users specify in chat and generate responses that are tailored to them. Users can also view their inferred preferences and remove any memory they don’t want Quick chat agents to use.
Previously, chat users needed to repeat their preferences around response format, acronyms, dashboards, and integrations in every conversation. They also had to clarify ambiguous topics and entities in chat, increasing the tedious back and forth needed to get accurate and insightful responses. Memory addresses this pain point by remembering facts and details about users in a way that ensures responses provided to users continuously learn and improve. Users also control what Quick Suite remembers about them – all the memories are viewable and removable by users, and users have the choice to start chat in Private Mode in which conversations are not used to infer memories.
Memory in Quick Suite chat agents is available in US East (N. Virginia)
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and US West (Oregon
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)
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.
https://aws.amazon.com/about-aws/whats-new/2025/
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Amazon Connect Customer Profiles for Travel and Hospitality
Launching today, travel and hospitality organizations can now more seamlessly ingest and map data from their industry-specific source systems to Amazon Connect Customer Profiles to create a unified and comprehensive view of their end customers.
Travel and hospitality organizations often have multiple source systems, including booking systems, loyalty programs, and customer service platforms with rich customer information, but it is difficult to integrate and analyze customer data because the schemas are complex and not standardized. Amazon Connect Customer Profiles now has industry-specific mapping to help unify customer data from over 75+ source systems with Amazon Connect data and other industry-specific systems like Amadeus.
With Amazon Connect Customer Profiles, and other new features like profile explorer, organizations can easily access instant insights on individuals and groups of customers. Organizations can empower their staff across all touchpoints—from check-in desks to customer service activation within channels in Amazon Connect - to access the information they need to deliver personalized service.
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Amazon Connect launches additional details within real-time metric alerts
Amazon Connect alerts on real-time metrics now provide the specific agents, queues, flows, or routing profiles that exceeded thresholds and triggered the alert. This enables managers to respond faster to customer experience and operational issues by eliminating the need to manually investigate the root cause of the alert. For example, alerts on elevated queue wait times now include the exact queues affected, so managers can reassign agents to those queues. These detailed alerts can be sent through email, tasks, and Amazon EventBridge.
This feature is available in all regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2025/
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Amazon Connect enhances communication limits for Outbound Campaigns
Amazon Connect Outbound Campaigns now offers new instance-level communication total limit control to give you greater flexibility in configuring how often you want to engage with your customers across multiple campaigns. It also provides the ability to opt out of limit controls for critical campaigns. These new capabilities enable more efficient and targeted customer engagement strategies.
The new instance-level total limit setting allows businesses to manage overall outbound communication limits across all campaigns while ensuring compliance with regulations such as the U.S. Telephone Consumer Protection Act (TCPA). This feature provides a centralized approach to managing communication frequency, helping businesses avoid over-contacting customers and potentially improving customer satisfaction. The ability to opt out of these limits for specific campaigns enables critical communications, such as fraud alerts or support during inclement weather, to reach customers when needed most, enhancing overall outbound communication effectiveness.
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additional-details-real-time-metric-alerts/
Amazon Connect expands automated agent performance evaluations to 5 additional languages
Amazon Connect now automates agent performance evaluations in Portuguese, French, Italian, German, and Spanish using generative AI. Managers define custom evaluation criteria in natural language and receive AI-generated evaluations with justifications in their preferred language. Performance evaluations also supports cross-language evaluation and can complete assessments in English, even when the conversation is in another language. This enables multilingual contact centers to use a standardized evaluation framework across languages.
This feature is supported in 8 AWS regions including US East (N. Virginia), US West (Oregon),
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Europe (
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Frankfurt),
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Europe (
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London), Canada (Central), Asia Pacific (Sydney),
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Asia Pacific (
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Tokyo), and
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Asia Pacific (
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Singapore)
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https://aws.amazon.com/about-aws/whats-new/2025/
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November 2025
Amazon Connect now supports configuration of email address aliases
Amazon Connect
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now lets you configure aliases for email addresses, so customers see trusted identities when sending or receiving messages, helping maintain a consistent brand experience and simplify email management. For example, when forwarding a customer-facing address such as support@company.com to an address in Amazon Connect, you can configure an alias to ensure customers continue to see support@company.com as the sender.
Amazon Connect Email is available in the US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (
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Singapore), Asia Pacific (
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Sydney)
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Outbound Campaigns empowers businesses to create targeted and personalized outreach strategies through key capabilities including segmentation, omnichannel orchestration, content personalization and built-in analytics. Outbound Campaigns supports predictive and progressive voice dialing, AI-powered call classification, retry strategies based on contact outcomes, time zone detection, and communication limits. These features ensure that businesses can optimize their outreach while adhering to regulatory requirements and customer preferences. Additionally, businesses can fine tune audience segments, personalize message templates and start event-based campaigns across voice and digital channels like SMS and email. By leveraging these features, businesses can significantly enhance their customer engagement strategies and improve overall communication effectiveness.
https://aws.amazon.com/about-aws/whats-new/2025/06/amazon-connect-outbound-campaigns-three-regions/
Amazon Connect now supports instance replication between Asia Pacific (Tokyo) and Asia Pacific (Osaka)
Amazon Connect now lets you maintain a synchronized instance in Asia Pacific (Osaka) that mirrors the channel configurations and service quotas of your Asia Pacific (Tokyo) environment. With a resiliency instance in Asia Pacific (Osaka), you can replicate your Amazon Connect configurations, such as users, routing profiles, and flows, and configure traffic distribution settings to pre-define groups of users and phone numbers to shift between Asia Pacific (Tokyo) and Asia Pacific (Osaka), enabling your resiliency instance to handle new incoming traffic after switching regions.
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, Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London) regions.
https://aws.amazon.com/about-aws/whats-new/2025/11/amazon-connect-email-address-aliases/
Amazon Connect Cases adds conditional field visibility and dependent options
Amazon Connect Cases now supports conditional field visibility and dependent field options, so you can simplify case layouts and ensure agents capture the right information faster. For example, you can show a Return Reason field only when the case involves a return, and limit Issue Type choices to hardware-related options when Issue Category is set to Hardware.
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/
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Amazon Connect
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outbound campaigns supports ring time configuration for unanswered calls
Amazon Connect
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This feature is available in all regions where Contact Lens performance evaluations are already available.
May 2025
Amazon Connect Contact Lens launches new real-time adherence dashboard
Amazon Connect Contact Lens now include a pre-configured agent adherence widget which supports filtering and sorting on agent adherence metrics, making day-to-day adherence management more efficient for supervisors. With this launch, supervisors can apply filters on adherence status, duration, and percentage; sort by duration or percentage; and apply conditional formatting within the agent adherence widget on the queue and agent performance dashboard. For example, a supervisor can highlight agents who have been falling behind schedule for more than 5 minutes, quickly identify breaches, and notify the agents accordingly. With this widget, supervisors can simplify the process of monitoring adherence, improving productivity, and enabling faster response times to adherence issues.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
outbound campaigns now offers campaign managers the ability to configure how long voice calls should ring—between a range of 15 and 60 seconds—before marking a call as “no answer” and moving to the next contact. Each contact also records when ringing began and ended for precise reporting and traceability.
When ring duration is static, businesses struggle to balance calling efficiency and customer reach. Calls that ring too briefly may miss customers who take longer to answer, while excessive ring times delay overall campaign pacing. This lack of control leads to inconsistent contact rates and reduced agent productivity.
With configurable ring time, campaign managers can tune dialing behavior to their audience for each campaign, use analytics to see exactly how long each call rang, and understand where connections were missed. This visibility helps identify patterns, refine calling strategies, and continuously improve campaign effectiveness.
With Amazon Connect outbound campaigns, companies pay-as-they-go for campaign processing and channel usage. This feature 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).
https://aws.amazon.com/about-aws/whats-new/2025/
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Amazon Connect
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now provides conversational analytics for voice and chat bots
Amazon Connect
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now provides conversational analytics for end-customer self-service interactions across voice and digital channels, helping you better understand and improve your customers' self-service experiences. This includes across PSTN/telephony, in-app and web-calling, web and mobile chat, SMS, WhatsApp Business messaging, and Apple Messages for Business.
With this launch, Connect now provides rich conversational analytics across both human-agent interactions and end-customer self-service interactions. You can now automatically analyze the quality of automated self-service interactions including customer sentiment, redact sensitive data, discover top contact drivers and themes, identify compliance risks, and proactively identify areas for improvement through easy-to-customize dashboards. Connect’s conversational analytics also enables you to use semantic matching rules to categorize interactions based on customer behavior, keywords, sentiment, or issue types, such as billing inquiries or agent escalation requests.
Amazon Connect is an AI-powered application that provides one seamless experience for your contact center customers, agents, and supervisors.
https://aws.amazon.com/about-aws/whats-new/2025/
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Amazon Connect adds enhanced contact information to DescribeContact API
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Amazon Connect now offers 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 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/2025/
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Amazon Connect now publishes post-contact completion events to Contact Event Stream
Amazon Connect now publishes a new contact completion event in the Contact Event Stream (via Amazon EventBridge), delivering real-time insights into when a contact has fully concluded, including the completion of any after-contact work (ACW). This new event empowers contact centers with full-lifecycle visibility into customer and agent interactions, enabling smarter, faster downstream actions. For example, if you were to automatically create a follow-up ticket once an agent finishes their wrap-up work, this event gives you a precise, real-time signal to trigger that workflow, ensuring your systems stay in sync and your customer service stays responsive.
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Amazon Connect now enables agents to send follow-up replies to email contacts
Amazon Connect now allows agents to send follow-up replies to email contacts, making it easier to share additional information or continue assisting customers without starting a new thread. This capability preserves the full conversation history, helping agents maintain context and deliver consistent, seamless support.
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.
https://aws.amazon.com/about-aws/whats-new/2025/
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launches monitoring of contacts queued for callback
Amazon Connect now
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provides you with the ability to monitor which contacts are queued for callback. This feature enables you to search for contacts queued for callback and view additional details such as the customer’s phone number and duration of being queued within the Connect UI and APIs. You can now pro-actively route contacts to agents that are at risk of exceeding the callback timelines communicated to customers. Businesses can also identify customers that have already successfully connected with agents, and clear them from the callback queue to remove duplicative work.
This feature is available in all regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2025/
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Amazon Connect
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Amazon Connect is expanding WhatsApp Business messaging to five new AWS Regions: Asia Pacific (Tokyo), Asia Pacific (Seoul), Asia Pacific (Sydney), Canada (Central), and Africa (Cape Town). Additionally, Amazon Connect SMS is now available in Africa (Cape Town). These expansions enable you to engage with customers through their preferred messaging channels while leveraging Amazon Connect's unified contact center capabilities to deliver seamless omnichannel experiences.
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now supports multi skill agent scheduling
Amazon Connect now enables you to optimize scheduling based on agent’s multiple specialized skills. You can now maximize agent utilization across multiple dimensions such as departments, languages, and customer tiers by intelligently matching agents with multiple skills to forecasted demand. You can now also preserve multi-skilled agents for high-value interactions when needed most. For example, bilingual agents can now be strategically scheduled to cover peak periods for high-value French language queues that frequently experience staffing shortages, while handling general inquiries during off-peak times.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
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Amazon Connect external voice pricing changes
Amazon Connect now has new pricing models for external voice transfer and Contact Lens with external voice systems. The new pricing models have independent pricing for external voice connectors and external voice minutes and are effective for all customers from May 1, 2025.
External voice transfer directly transfers voice calls and metadata from Amazon Connect to another voice system, so you can use Amazon Connect telephony and Interactive Voice Response (IVR) to help improve customer experience. Each external transfer connector is now $3,100 per month and each external voice transfer is $0.005 per minute.
Contact Lens with external voice enables Connect Contact Lens contact records, call recording, real-time and post-call analytics, and agent evaluations with your existing voice system to help improve customer experience and agent performance. Each external voice connector is now $3,100 per month and each external voice minute is $0.012 per minute. Standard Contact Lens conversational analytics and performance evaluation charges apply when used with external voice.
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com/about-aws/whats-new/2025/11/amazon-connect-multi-skill-agent-scheduling/
Amazon Connect now provides metrics on completion of agent performance evaluations by managers
Amazon Connect now provides metrics that measure completion of agent performance evaluations, improving manager productivity and evaluation consistency. Businesses can monitor if the required number of evaluations for their agents have been completed, ensuring compliance with internal policies (e.g., complete 5 evaluations per agent per month), regulatory requirements, and labor union agreements. Additionally, businesses can analyze evaluation scoring patterns across different managers, to identify opportunities to improve evaluation consistency and accuracy. These insights are available in real-time through analytics dashboards in the Connect UI, and APIs.
This feature is available in all regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2025/
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Amazon Connect now supports
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creation of custom metrics for use in dashboards and APIs
Amazon Connect now
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supports creation of custom metrics, enabling contact center supervisors to analyze tailored performance measurements without requiring technical skills. This feature provides a simple, no-code interface for performing mathematical operations (e.g., addition, subtraction, sum, average) on existing Connect data to build metrics that align with your organization's specific business requirements. Custom metrics are available to use in the dashboards and APIs.
With custom metrics, you can track performance in ways that matter most to your business. For example, create average handle time metrics for premium versus standard customer segments, calculate total agent time on outbound calls by product line, or measure queue performance filtered by contact type such as callbacks versus incoming calls.
This new feature is available in all AWS regions where Amazon Connect is offered.
https://aws.amazon.com/about-aws/whats-new/2025/
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AWS service changes
At AWS, we understand that the decision to end support for a service or feature significantly impacts customers. We approach such decisions only after careful consideration. When end of support is necessary, we provide customers detailed guidance on available alternatives and comprehensive support for migration, ensuring minimal disruption to customer operations.
We understand that changes in availability can impact your operations. Our team is committed to supporting you through these transitions. For specific guidance, consult the relevant service documentation or contact AWS Support.
Services closing access to new customers
We are closing access to new customers for the following services on June 20th 2025. Existing customers will be able to continue to utilize the service.
Amazon Timestream for LiveAnalytics
Services announcing end of support
We will be ending support for the following services. Review the specific end-of-support dates and migration paths for each service below.
Amazon Pinpoint
AWS IQ
AWS IoT Analytics
AWS IoT Events
AWS SimSpace Weaver
AWS Panorama
Amazon Inspector Classic
Amazon Connect Voice ID
AWS DMS Fleet Advisor
Services and features reaching end of support
The following services and features have reached their end of support date, and can no longer be accessed.
AWS Private 5G
AWS DataSync Discovery
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Amazon Connect Outbound Campaigns now supports multi-step, multi-channel customer engagement journey builder
Amazon Connect Outbound Campaigns now supports visual journey builder, a new feature that lets you create multi-step, multi-channel customer engagements directly in the Amazon Connect console. You can design end-to-end engagement experiences that combine voice, SMS, email, and WhatsApp interactions to reach customers proactively and reduce inbound contact volume.
Outbound Campaigns help you automate personalized communication flows based on customer behavior or time-based triggers. For example, you can send an appointment reminder by SMS, follow up with a voice call if the customer does not respond, and send a confirmation email once the appointment is booked. You can also configure steps in the journey builder that offer customers the option to connect with a live agent through Amazon Connect when additional support is needed. You can use existing Amazon Connect Flow integrations, AI capabilities, and customer data from Amazon Connect Customer Profiles to tailor each interaction. This helps contact centers improve engagement rates, reduce manual effort, and deliver more consistent customer experiences.
This feature is available in all AWS Regions where Amazon Connect Outbound Campaigns is supported.
https://aws.amazon.com/about-aws/whats-new/2025
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Agent hierarchy groups datatype in Analytics Data Lake
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/11/connect-outbound-multi-step-multi-channel-builder/
Amazon Connect launches automated email responses using conditional keywords and phrases
Amazon Connect now allows you to automate email responses and agent routing logic using keyword and phrase conditions, helping organizations increase self-service, reduce manual handling time, and improve routing accuracy. For example, if a customer sends an email asking if a certain product is in stock, or is checking on their shipment status, an automated response can be sent without involving an agent.
To enable this feature, add the Get stored content block to your flows and use accompanying flow blocks such as Check contact attributes and Send message to configure automated email responses and routing.
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.
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/about-aws/whats-new/2025/11/amazon-connect-automated-
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Access Contact Lens real-time dashboards in AWS GovCloud (US) Region
You can access Amazon Connect Contact Lens real-time queue and agent performance dashboards, and flows performance dashboards in AWS GovCloud (US) Region, a secure cloud environment designed for government and public sector customers.
https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html
Administrator access for agent schedules
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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.
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/about-aws/whats-new/2025/10/amazon-connect-
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Amazon Connect now
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Now Amazon Connect makes it easy for supervisors to monitor agents’ adherence to their schedules in a calendar view. With this launch, supervisors can visualize adherence breaches by agent and day, for up to 90 days in the past alongside their shifts, including the ability to filter out minimal adherence breaches. This visualization allows supervisors to immediately spot adherence breaches across their team, prioritize the most critical incidents, compare with past agent behavior, and take steps to address concerns with the agent. For example, if a supervisor notices a pattern of agents consistently running late to work after breaks or lunches, they can investigate further to determine if there are underlying issues such as network problems, equipment issues, or expectations of timeliness that need to be addressed.
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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
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https://aws.amazon.com/about-aws/whats-new/2025/
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Amazon Connect
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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/
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Amazon Connect now
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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/
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Amazon Connect now provides
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configurable thresholds for schedule adherence
Amazon Connect now provides
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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.
https://aws.amazon.com/about-aws/whats-new/2025/
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Amazon Connect
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now supports automated follow-up evaluations triggered by initial evaluation results
Amazon Connect
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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.
https://aws.amazon.com/about-aws/whats-new/2025/
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Amazon Connect
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Amazon Connect Cases now provides capabilities to help contact centers track and meet service level agreements (SLAs) on cases. Using the Amazon Connect UI, admins can set up SLA rules based on case attributes and configure target statuses and resolution times. Agents and managers can view the real-time SLA status directly in their case list view to prioritize urgent work, while admins can create rules to automatically escalate or route cases to another team when SLAs are not met. For example, a company can use this feature to monitor whether high-priority cases are reviewed within 4 hours and closed within 24 hours, making it easier to meet case handling service commitments.
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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),
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Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney),
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Asia Pacific (Tokyo)
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, Canada (Central), Europe (Frankfurt), and Europe (London) regions.
https://aws.amazon.com/about-aws/whats-new/2025/
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Amazon Connect agent workspace expands capabilities for third-party applications, including contact-related actions
The Amazon Connect agent workspace now supports additional capabilities for third-party applications including the ability make outbound calls, accept, transfer, and clear contacts, and update agent status. These enhancements allow you to integrate applications that give agents more intuitive workflows. For example, agents can now initiate one-click outbound calls from a custom-built call history interface that presents their most recent customer interactions.
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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.
https://aws.amazon.com/about-aws/whats-new/2025/
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MAP enhancements to accelerate AI customer adoption
Starting today, we're enhancing the AWS Migration Acceleration Program (MAP) with two key capabilities to help you accelerate your modernization efforts and drive customers' adoption of AI:
New “Move to AI” Modernization Pathway, featuring Amazon Bedrock and Amazon SageMaker. This pathway enables you to help customers transform their existing applications and business processes with proven AI patterns that deliver measurable business value.
Amazon Connect is now a qualifying service in the MAP Modernization Strategic Partner Incentive (SPI). This enables you to help customers transform their contact centers with AI-powered features that increase agent productivity and enhance customer experiences.
These enhancements strengthen your ability to lead customers’ AI transformation and drive contact center modernization.
https://aws.amazon.com/about-aws/whats-new/2025/04/map-accelerate-ai-customer-adoption/
Amazon Connect now provides bulk removal of agent schedules
Amazon Connect now provides bulk removal of agent schedules, making day-to-day management of agent schedules more efficient. With this launch, you can now remove schedules for up to 400 agents for a single day, or up to 30 days for a single agent. For example, remove all schedules for next Monday as the contact center is going to be closed, or remove future shifts for an agent who is no longer with the organization. With bulk remove, managers no longer have to remove agent shifts one agent and one day at a time, thus improving manager productivity by reducing time spent on managing agent schedules.
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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).
https://aws.amazon.com/about-aws/whats-new/2025/
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Amazon Connect
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now supports scheduling of individual agents
Amazon Connect now
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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/
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