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.
Amazon Connect adds five new metrics and dashboard drill downs for outbound campaigns
Amazon Connect outbound campaigns now offers reporting on recipients and campaign executions along with additional metrics for tracking progress and troubleshooting issues. These capabilities are available in the Contact Lens dashboards and allow you to easily monitor campaign engagement by tracking total outreach against the total number of recipients targeted. You can drill down into your campaign and examine performance data for each campaign execution - for example, if you run a campaign every week for a month, you can drill down to view campaign performance for each week. You can also identify and resolve any delivery issues against each campaign - for example, out of the 20 delivery issues, you now know 12 had ineligible timezones, and 8 reached communication limit thresholds. The real-time campaigns dashboard shows the journey of your campaign, from how many recipients you targeted to how many you reached. All new metrics are also available through the GetMetricDataV2 API and Zero-ETL data lake for custom reporting or integrations with other data sources.
These enhanced outbound campaign analytics are available in all AWS regions where Amazon Connect outbound campaigns is available.
Amazon Connect adds enhanced contact information to DescribeContact API
Amazon Connect now provides richer contact information through the DescribeContact API, enabling your contact center to take smarter, faster action during and after customer interactions. This update surfaces key insights such as disconnect reasons, recording status, after-contact work time, and custom contact attributes, all in a single API response, helping to reduce complexity and improve performance. For example, a customer chat session might disconnect due to a network issue on the agent’s end. With the new DisconnectReason field in the DescribeContact API, you can now programmatically detect this and re-queue the chat for follow-up, ensuring the customer gets help without having to restart the conversation.
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.
This new event is available in all AWS regions where Amazon Connect is available. Amazon Connect contact events do not incur additional Amazon Connect charges. You may incur charges for Amazon EventBridge usage.
Amazon Connect outbound campaigns now supports Poland
Amazon Connect now supports Outbound Campaign calling to Poland in the Europe (Frankfurt) and Europe (London) regions, making it easier to proactively communicate across voice, SMS, and email for use cases such as delivery notifications, marketing promotions, appointment reminders, or debt collection, etc. Outbound Campaigns offers real-time audience segmentation using unified customer data from Customer Profiles, along with an intuitive UI for campaign management, targeting, and analytics. It eliminates the need for complex integrations or direct AWS Console access. Outbound Campaigns can be enabled within the AWS Connect Console.
With Outbound Campaigns, Amazon Connect becomes the only CCaaS platform offering native, seamless support for both inbound and outbound engagement across voice and digital channels in a single, business-friendly application.
https://aws.amazon.com/about-aws/whats-new/2025/05/amazon-connect-outbound-campaigns-poland/
Amazon Connect for WhatsApp Business messaging and SMS now available in new AWS Regions
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.
With this launch, Amazon Connect for WhatsApp Business messaging and Amazon Connect SMS are now available in US East (N. Virginia), US West (Oregon), Asia Pacific (Tokyo), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt), Europe (London), and Africa (Cape Town).
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.
Amazon Connect external voice transfer and Contact Lens with external voice are available in the US East (N. Virginia) and US West (Oregon) AWS Regions.
https://aws.amazon.com/about-aws/whats-new/2025/05/amazon-connect-external-voice-pricing-changes/
Amazon Connect now supports audio optimization for Omnissa cloud desktops
Amazon Connect now makes it easier to deliver high-quality voice experiences in Omnissa Virtual Desktop Infrastructure (VDI) environments. Amazon Connect automatically optimizes audio by redirecting media from your agent’s local desktop to Connect, simplifying the agent experience and improving audio quality by reducing network hops. Agents can simply log into their Omnissa remote desktop application (e.g., Omnissa Horizon) and start accepting calls using your custom agent user interface (i.e., custom Contact Control Panel) using APIs in the Amazon Connect open source JavaScript libraries.
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
https://aws.amazon.com/about-aws/whats-new/2025/05/aws-service-changes/
Agent hierarchy groups datatype in Analytics Data Lake
You can use an agent hierarchy groups table to incorporate organizational structure data into your custom analytics and reporting workflows. You can join this with existing tables such as Users to retrieve complete hierarchical information about your agents and their team assignments.
https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html
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
You can grant administrator access to agent schedules, making it easier to address key operational needs with minimal configuration. You can give certain users access to all published agent schedules without being added as a supervisor to every staff group.
https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html
April 2025
Amazon Connect now shows an agent’s adherence to their work schedules in a calendar view
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.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
https://aws.amazon.com/about-aws/whats-new/2025/04/amazon-connect-agents-adherence-work-schedules/
Amazon Connect now supports additional Dual-Tone Multi-Frequency (DTMF) configuration settings
Amazon Connect now allows you to customize the number of seconds which the system will wait between a caller's keypad button presses so you can optimize user inputs in your Interactive Voice Response (IVR) systems. Administrators can now adjust this waiting period from 1 to 20 seconds, which was previously fixed at 5 seconds. For example, in a banking IVR flow, you can now set a longer inter-digit timeout for account number entry benefitting customers who may need more time between pressing digits. Additionally, two existing settings, Maximum Digits and Timeout Before First Entry, can now be set dynamically using variables, giving administrators more flexibility in designing IVR flows. This added flexibility allows you to optimize your IVR systems for specific use cases, improving user experience and system efficiency.
Amazon Connect now allows supervisors to take additional actions on in-progress chats
Amazon Connect now allows supervisors to take additional actions on in-progress chats directly from the Amazon Connect UI, accelerating issue resolution and improving customer satisfaction. For example, supervisors can now end chats with inactive customers or reassign chats to specific agents or queues.
Amazon Connect now provides the ability to set voice and language dynamically in a contact flow
Amazon Connect now provides the ability to dynamically set the text-to-speech (TTS) voices, language, or speaking styles used in voice bots and interactive voice response (IVR). These new capabilities enable you to deliver a more personalized experience for each of your end customers. For example, you can have a desired voice configured dynamically based on the primary speaking language set in their customer profile. These new capabilities are configurable in the “Set Voice” block in Amazon Connect flows and can be configured in the drag-and-drop flow designer or public APIs.
Amazon Connect Contact Lens dashboards now support access controls using agent hierarchies
Amazon Connect Contact Lens dashboards now supports the ability for contact center administrators to enforce granular access control based on a specific agent hierarchy. Assigning hierarchies to a user allows you to define organizational groups that a user belongs to and you can enable granular access controls by allowing users to only view metrics for agents within their hierarchy or a specific assigned hierarchy. For example, you can configure hierarchy groups and levels for a team, and only agents assigned to a hierarchy group within that team will be able to see metrics for those agents.
Amazon Connect Contact Lens dashboards are available in all commercial AWS regions where Amazon Connect is offered.
Amazon Connect Cases adds support for managing service level agreements on cases
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.
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), and Asia Pacific (Tokyo) AWS regions.
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.
Third-party applications are available in the following AWS Regions: 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).
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.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
https://aws.amazon.com/about-aws/whats-new/2025/04/amazon-connect-bulk-removal-agent-schedules/
Amazon Connect launches administrator access for agent schedules
Amazon Connect now lets you grant administrator access to agent schedules, making it easier to address key operational needs with minimal configuration. With this launch, you can now give certain users access to all published agent schedules without being added as a supervisor to every staff group. For example, users such as centralized schedulers or auditors who require a broad view of agent schedules across the organization can now be granted this access in a few clicks, thus reducing time spent on access management and improving overall operational efficiency.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available.
March 2025
Amazon Connect outbound campaigns now supports Brazil
Amazon Connect now supports outbound campaign calling to Brazil in the US East (Virginia) and US West (Oregon) regions, making it easier 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/2025/03/amazon-connect-outbound-campaigns-brazil/
Amazon Connect can now target multiple agent proficiencies in a single routing step
Amazon Connect 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.
Amazon Connect, Amazon WorkSpaces, and Amazon AppStream 2.0 are now Chrome Enterprise Recommended
Amazon Connect, Amazon WorkSpaces, and Amazon AppStream 2.0 have earned 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.
Amazon Connect Contact Lens can now dynamically update the questions on an evaluation form
Contact Lens now enables you to 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?". 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.
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).
Amazon Connect 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/2025/03/amazon-q-connect-admin-website/
Amazon Connect 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/2025/03/amazon-connect-tasks-durations-90-days/
Salesforce Contact Center with Amazon Connect 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.
Amazon Connect Contact Lens 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.
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
Amazon Connect Contact Lens now lets you enable or disable sentiment analysis
Amazon Connect Contact Lens now lets you enable or disable sentiment analysis. This provides organizations with control over sentiment analysis, particularly for those needing to meet compliance obligations, while maintaining access to other Contact Lens conversational analytics capabilities including transcripts, generative AI summaries, and other conversational insights. For example, you may want to enable sentiment analysis to track customer brand perception and disable sentiment analysis for contacts coming to an internal company complaints line.
The feature is available in all regions where Amazon Connect Contact Lens is available.
Amazon Connect Contact Lens now supports conversational analytics in 34 new languages
Amazon Connect Contact Lens now supports conversational analytics in 34 new languages including Afrikaans, Arabic (Modern Standard), Bengali, Bosnian, Bulgarian, Chinese (Cantonese), Croatian, Czech, Estonian, Farsi, Galician, Greek, Hebrew, Hungarian, Kannada, Latvian, Lithuanian, Macedonian, Malayalam, Marathi, Romanian, Russian, Serbian, Sinhala, Slovak, Slovenian, Somali, Sundanese, Telugu, Thai, Turkish, Ukrainian, Vietnamese, and Zulu. Additionally, 21 languages that were previously available for post-call analytics are now available for real-time analytics, including Arabic (Gulf), Catalan, Danish, Dutch, English (India), English (Ireland), English (New Zealand), English (Scotland), English (South Africa), English (Wales), Filipino/Tagalog, Finnish, German (Swiss), Hindi, Indonesian, Malay, Norwegian Bokmål, Polish, Portuguese (Portugal), Spain (Spanish) and Swedish.
Amazon Connect Contact Lens helps you to monitor, measure, and continuously improve contact quality and agent performance for a better overall customer experience. With Contact Lens conversational analytics, you can transcribe customer calls, analyze customer sentiment, discover top contact drivers, help redact sensitive data, and more, all natively within Amazon Connect. With this launch, Contact Lens conversational analytics now supports 67 languages.
Conversational analytics support for these new languages is now generally 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).
Amazon Connect Contact Lens now provides AI-powered contact summarization in 2 additional regions
Amazon Connect Contact Lens now provides generative AI-powered post-contact summaries in two additional regions, Europe (Frankfurt) and Asia Pacific (Seoul). With this launch, you can summarize long customer conversations into succinct, coherent, and context rich contact summaries (e.g., “The customer didn’t receive a reimbursement for a last minute flight cancellation and the agent didn’t offer a partial reimbursement as per the SOP”). This allows agents to focus on customer interactions by eliminating the need for to take after-call notes manually. Additionally, supervisors get faster insights when reviewing contacts, saving time on quality and compliance reviews, and more quickly identifying opportunities to improve agent performance.
This feature is supported in English language and is available in two additional AWS regions including Europe (Frankfurt) and Asia Pacific (Seoul).
Amazon Connect Contact Lens now offers AI-powered semantic contact categorization in 2 additional regions
Amazon Connect Contact Lens now provides generative AI-powered contact categorization in two additional regions (Europe - Frankfurt and Asia Pacific - Seoul), making it easy to identify top drivers, customer experience, and agent behavior for your contacts. With this launch, you can use natural language instructions to define a criteria to automatically categorize customer contacts (e.g., “show me calls where customers attempted payment”). Contact Lens automatically labels interactions matching your criteria and extracts relevant conversation points. In addition, you can receive alerts and generate tasks on categorized contacts, and search for contacts using the automated labels. This feature helps managers 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.
This feature is supported in English language and is available in two additional AWS regions including Europe (Frankfurt) and Asia Pacific (Seoul).
February 2025
Amazon Connect now supports configuration of which states an agent can be in when adhering to their schedule
Amazon Connect now provides the ability to choose which states an agent can be in when adhering to their schedule, making it easier for you to customize adherence tracking to match your unique operational needs. With this launch, you can now define custom mappings between agent statuses and schedule activities. For example, schedule activity “Work” can be mapped to multiple agent statuses such as “Available” and “Back-office work.” An agent scheduled for “Work” from 8 AM to 10 AM will be considered adherent if they are either in “Available” or “Back-office work” status. Additionally, you can now view the actual name of the scheduled activity in the real-time adherence dashboard (as opposed to only Productive/Non-productive). With custom mappings and enhanced real-time dashboard, this launch provides more accurate and flexible agent adherence monitoring.
Amazon Connect Cases now supports conditionally required fields
Amazon Connect Cases now supports conditionally required fields to streamline case field population for agents and reduce data entry errors. Administrators can now configure case templates that prompt agents to enter relevant information in specific situations, such as providing a “Close Reason” when a case moves to “Closed” status, “Product Serial Number” when the “Issue Type” is “Hardware Problem”, or “Disposition Code” when handling a system-generated case. Conditionally required fields help agents follow processes for capturing necessary information, improving data quality for reporting, resolution tracking, and compliance.
Amazon Connect Contact Lens can now automatically email agents about completed performance evaluations
Contact Lens now enables businesses to send automatic email notifications to agents when their contacts are evaluated, so they can review the evaluations and improve their performance. Managers can create rules to send emails based on specific evaluation criteria. For example, you can set up automatic notifications for agents who receive evaluation scores below 50%, ensuring prompt attention to performance opportunities. Managers can also personalize email content based on performance levels — whether recognizing top performers or providing constructive guidance for improvement areas.
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.
Amazon Connect Contact Lens can now take automated actions based on hold times and agent interaction time
Amazon Connect Contact Lens now enables managers to create rules based on patterns of customer hold time and agent interaction duration, to take automated actions such as categorizing contacts, evaluating agent performance and notifying supervisors. With this launch, managers can create rules to check how well agents comply with guidelines on placing customers on hold. For example, did the agent set expectations on hold duration, before placing the customer on hold for more than 5 minutes? In addition, managers can check if the agent interaction lasted long enough to warrant assessment of complex agent behaviors such as building customer rapport, customer issue root cause analysis, etc. By excluding contacts that were too short, such as less than 30 seconds, managers can get more meaningful insights from automated contact categorization and agent performance evaluations.
This feature is available in all regions where Contact Lens performance evaluations are already available.
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.
Amazon Connect reduces telephony pricing in Vietnam
Amazon Connect has reduced prices for Vietnam in the Asia Pacific (Singapore) region. This includes price reductions of Direct Inward Dial (DID) minutes by 95% from $0.0815/min to $0.004/min, and Outbound minutes by 44% from $0.0896/min to $0.05/min.
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/
| Version | Date | Comment |
|---|---|---|
| Current Version (v. 25) | Jun 02, 2025 03:54 | Darren Marr |
| v. 39 | Mar 02, 2026 06:58 | Darren Marr |
| v. 38 | Mar 02, 2026 06:57 | Darren Marr |
| v. 37 | Feb 02, 2026 08:04 | Darren Marr |
| v. 36 | Jan 05, 2026 09:02 | Darren Marr |
| v. 35 | Dec 02, 2025 04:39 | Darren Marr |
| v. 34 | Dec 02, 2025 04:37 | Darren Marr |
| v. 33 | Nov 03, 2025 08:31 | Darren Marr |
| v. 32 | Oct 02, 2025 08:17 | Darren Marr |
| v. 31 | Oct 02, 2025 08:16 | Darren Marr |
| v. 30 | Sep 03, 2025 05:13 | Darren Marr |
| v. 29 | Aug 08, 2025 08:35 | Darren Marr |
| v. 28 | Aug 08, 2025 08:34 | Darren Marr |
| v. 27 | Aug 08, 2025 08:03 | Darren Marr |
| v. 26 | Jul 01, 2025 06:56 | Darren Marr |
| v. 25 | Jun 02, 2025 03:54 | Darren Marr |
| v. 24 | May 01, 2025 03:22 | Darren Marr |
| v. 23 | May 01, 2025 03:22 | Darren Marr |
| v. 22 | May 01, 2025 03:17 | Darren Marr |
| v. 21 | May 01, 2025 03:07 | Darren Marr |
| v. 20 | Apr 25, 2025 05:48 | Darren Marr |
| v. 19 | Mar 31, 2025 03:53 | Darren Marr |
| v. 18 | Feb 28, 2025 04:43 | Darren Marr |
| v. 17 | Feb 28, 2025 04:32 | Darren Marr |
| v. 16 | Feb 03, 2025 03:27 | Darren Marr |
| v. 15 | Feb 03, 2025 03:25 | Darren Marr |
| v. 14 | Jan 02, 2025 03:19 | Darren Marr |
| v. 13 | Dec 02, 2024 04:50 | Darren Marr |
| v. 12 | Dec 02, 2024 04:49 | Darren Marr |
| v. 11 | Oct 31, 2024 09:50 | Darren Marr |
| v. 10 | Oct 31, 2024 08:41 | Darren Marr |
| v. 9 | Sep 03, 2024 03:01 | Darren Marr |
| v. 8 | Sep 02, 2024 05:36 | Darren Marr |
| v. 7 | Sep 02, 2024 05:24 | Darren Marr |
| v. 6 | Aug 26, 2024 05:09 | Darren Marr |
| v. 5 | Aug 01, 2024 06:07 | Darren Marr |
| v. 4 | Aug 01, 2024 03:32 | Darren Marr |
| v. 3 | Jul 09, 2024 06:31 | Darren Marr |
| v. 2 | Jul 09, 2024 05:48 | Darren Marr |
| v. 1 | Jul 09, 2024 05:36 | Darren Marr |