New Connect Announcements

New Connect Announcements

June 2024

Amazon Connect outbound campaigns performance dashboard

You can use the outbound campaigns performance dashboard to understand the performance of your outbound campaigns across voice contacts.

Route contact within a queue to a specific agent

You can now offer a contact in a queue to a specific agent or set of agents based on user ID; if the agent is not available within a given period of time, you can expire off the routing criteria to instead offer the contact to any available agent in queue.

Amazon Q in Connect recommends step-by-step guides

Amazon Q in Connect, a generative-AI powered assistant for contact center agents, recommends step-by-step guides in real-time. Agents use step-by-step guides to quickly take action to resolve customer issues.

In addition, see the following new APIs that are part of this release:

·         CreateContentAssociation

·         DeleteContentAssociation

·         GetContentAssociation

·         ListContentAssociations

Updated look and feel for the Amazon Connect agent workspace

The Amazon Connect agent workspace features an updated user interface to improve the productivity and focus for your agents. The updated user interface is designed to be more intuitive and highly responsive, and it increases the visual consistency across capabilities. It provides your agents with a more streamlined user experience.

With this launch, you can also easily build and embed third-party applications that have a consistent look and feel with the agent workspace by using Cloudscape Design System components.

May 2024

Amazon Connect now supports creating rules for monitoring and alerting on Flow metrics

You can now configure rules to automatically create a task, send an email, or generate an
Amazon Eventbridge event whenever a Flows and Flow Modules metrics breaches the threshold you define. For example, you can create a rule to assign a task to a contact center administrator whenever the dropped rate (i.e. percentage of contacts that dropped from a flow) for your inbound welcome flow exceeds 10% over a trailing 4 hour window.

These features are available in all AWS regions where Amazon Connect is available.

Amazon Connect Contact Lens now provides analytics for Flows and Flow Modules

Amazon Connect Contact Lens now offers analytics for Flows and Flow Modules, enabling you to identify emergent issues (e.g., a spike in contacts unexpectedly dropping from a flow),
monitor usage patterns (e.g., most used flows or modules, an increasing trend in duration), and measure the impact of configuration changes across your customer or agent experiences including guides and task automation. From the Flows performance dashboard, you can view and compare real-time and historical aggregated performance, trends, and insights over custom-defined time periods (e.g., week over week), helping you answer questions such as “how many contacts dropped out of my contact center before reaching a queue?” or “how long does it take for contacts to navigate through my end-customer self-service voice flow?” These metrics are also available programmatically via the existing GetMetricsDataV2 API.

These features are available in all AWS regions where Amazon Connect is available.

Amazon Connect launches AWS CloudTrail support for flow management pages

Amazon Connect now provides AWS CloudTrail support for flow management pages on the
Connect admin website. When you add, update, or delete a flow from a flow management page, a record of that activity is available in AWS CloudTrail for visibility, reporting, and compliance, helping you answer questions such as, “who last updated this flow?” or “when was this flow last saved?”

These features are supported in all AWS regions where Amazon Connect is offered.

Amazon Connect launches UI and API support for enhanced search capabilities for Flows and Flow Modules

Amazon Connect now provides enhanced search capabilities for flows and flow modules on the Connect admin website and programmatically using APIs. You can now search for flows and flow modules by name, description, type, status, and tags, making it easy to filter and identify a specific flow when managing your Connect instances. For example, you can now search for all flows tagged with the Department:Help_Desk key value pair to filter your set of flows down to the specific ones you are looking for.

This feature is supported in all AWS regions where Amazon Connect is offered.

Amazon Connect launches granular access controls (using resource tags) for flows and flow modules

Amazon Connect now provides granular access controls using resource tags to define who can
access specific flows and flow modules from the Connect admin website. For example, you can
now tag flows with Department:Support from the flow designer UI, restricting access to only
administrators from your support line of business.

These features are supported in all AWS regions where Amazon Connect is offered.

Amazon Connect Cases now provides APIs for managing attachments

Amazon Connect Cases now provides APIs that make it easy to upload files, check file details, and delete files from cases. Contact center administrators can use these APIs to automate the attachment of files to cases. In addition, these APIs also enable you to use case attachments in a custom agent desktop.

Amazon Connect Cases is available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central), Europe
(Frankfurt), and Europe (London).