Release notes for Amazon Connect

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November 2024 Updates

Amazon Connect offers personalized and proactive engagement capabilities

Amazon Connect offers a set of capabilities to help you proactively address customer needs before they become potential issues, enabling better customer outcomes. You can initiate proactive outbound communications for real-time service updates, promotional offers, product usage tips, and appointment reminders at just the right moments throughout your customer’s experience from the right channel. For more information, see Set up customer segments in Amazon Connect Customer Profiles and Set up Amazon Connect outbound campaigns.

Create custom dashboards

You can create custom dashboards, as well as add and remove widgets from existing dashboards. This functionality enables you to change widgets to create the view that best fits your specific business need. For example, if you want to monitor performance covering self-service, queue, and agent, you can add all three types of widgets to your dashboard to have a single end-to-end view of contact center performance. For more information, see Add or remove widgets and Create custom dashboards.

October 2024 Updates

Monitor Amazon Q in Connect by using CloudWatch Logs

To gain visibility into the real-time recommendations that Amazon Q in Connect provides to your agents, and the customer intents it detects through natural language understanding, you can query CloudWatch Logs. For more information, see Monitor Amazon Q in Connect by using CloudWatch Logs.

Forecasting data in Amazon Connect Analytics data lake

You can use published forecast (short-term and long-term) data in the analytics data lake. This makes it easier for you to generate reports and insights from this data. For example, you can build dashboards that compare forecasts against actuals or view this data in conjunction with other data sets such as sales forecasts. You can also automate ingestion of this data in business intelligence tools. To generate these reports and insights, you can use Amazon Athena with Amazon QuickSight or another business intelligence tool of your choice.

For more information about the content of the forecasting tables in the data lake, see Forecasting data in Amazon Connect Analytics data lake.

Use screen sharing with web and video calls

You can use screen sharing with Amazon Connect web and video calls, and pass contextual information to Amazon Connect. Screen sharing enables agents to quickly gain an understanding of issues and help guide the customer. For more information, see Set up in-app, web, video calling, and screen sharing capabilities. In addition, see the StartScreenSharing API.

Amazon Connect Chat provides SDKs for iOS and Android

Amazon Connect Chat provides SDKs for iOS and Android, allowing you to deliver native in-app chat experiences that improve customer satisfaction and reduce operational costs. These SDKs provide pre-built components for network and session management. For more information, see Integrate Amazon Connect chat into a mobile application.

Amazon Q in Connect adds personalized guidance for agents

Amazon Q in Connect can recommend personalized guidance to agents using customer data from Amazon Connect and other third-party CRM systems. Amazon Q in Connect detects the customer's intent from the real-time voice or chat conversation and understands customer data to recommend what an agent should say or what action they should take.

For more information, see Use Amazon Q in Connect for generative AI–powered agent assistance in real-time.

Added new configuration capabilities to metrics dashboards

Three configuration capabilities have been added to the Amazon Connect metrics dashboards:

For more information, see Dashboards in Amazon Connect for getting contact center performance data.

September 2024 Updates

Send message flow block to initiate outbound SMS contacts

Amazon Connect supports the ability to initiate outbound SMS contacts, enabling businesses to help increase customer satisfaction by engaging customers on their preferred communication channel. For more information, see the Send message flow block and the StartOutboundChatContact API.

Enhancements for automated evaluations

Released the following enhancements for automated evaluations:

For more information, see Create a rule in Contact Lens that submits an automated evaluation.

August 2024 Updates

Contact Lens supports additional languages

Contact Lens can generate transcriptions in 10 more languages: Catalan (Spain), Danish (Denmark), Dutch (Netherlands), Finnish (Finland), Indonesian (Indonesia), Malay (Malaysia), Norwegian Bokmål (Norway), Polish (Poland), Swedish (Sweden), and Tagalog/Filipino (Philippines). These languages are not available in Amazon Connect instances created in the Africa (Cape Town) AWS Region.

With this launch, Contact Lens conversational analytics provides transcription support for 33 languages. For the complete list, see Amazon Connect Contact Lens.

View the Intraday forecast performance dashboard

Use the Intraday forecast performance dashboard to view forecasts that are updated every 15 minutes for queues that have a minimum of 5000 unique contacts per week, per queue-channel for last 4 weeks. For more information, see Intraday forecast performance dashboard.

View an audit trail for changes to an agent performance evaluation

You can review the changes made to an agent performance evaluation when it is re-submitted. Previously the audit trail was available in an S3 bucket. Now it's available in the Amazon Connect admin website.

When an evaluator submits changes to an existing evaluation, managers can view an audit trail of who submitted the original evaluation, who re-submitted the evaluation, and what changes they made. You can this information to perform internal audits and improve consistency across evaluators. For more information, see View an evaluation audit trail in Amazon Connect.

Specify a flow that runs when a callback is created

You can specify a flow that runs when a callback is created for customers who want to maintain their position in queue. For example, you can specify a flow that sends an advance SMS to notify the customer, updates contact attributes with the latest customer data for reference on the call, or terminate the callback if the issue has already been resolved. For more information, see the Set creation flow parameter on the Transfer to queue block.

Updates to filter comparison operator and metric results dimension for the GetMetricDataV2 API

You can now use metric threshold comparison operator such as LTE (less than equal) and LT (less than) to explicitly include the threshold boundary value.

The metric results empty dimension values were also updated to be consistent in returning null. Previously empty String was returned in some scenarios when the request contained groupings attributes that were not defined in the filters. For more information, see the GetMetricDataV2 API documentation.

Programmatically set routing criteria on a contact via the UpdateContactRoutingData API

You can now use the UpdateContactRoutingData API to programmatically update the routing criteria on a contact. Previously, you could only set the routing criteria on a contact using the Set routing criteria flow block in the Amazon Connect admin website. For more information, see the UpdateContactRoutingData API documentation.

Amazon Connect supports audio optimization for Amazon WorkSpaces cloud desktops

You can deliver high-quality voice experiences in Amazon WorkSpaces Virtual Desktop Infrastructure (VDI) environments. Amazon Connect automatically optimizes audio by redirecting media from your agent's local desktop to Amazon Connect, simplifying the agent experience and improving audio quality by reducing network hops. For more information, see Optimize Amazon Connect audio for Amazon WorkSpaces cloud desktops.

July 2024 Updates

Configure when whisper flows are used

You can configure when whisper flows are used during a contact. For example, you can choose to turn off whisper flows during an outbound or callback scenario to save time when the agent and customer are expecting the contact. This helps you optimize the performance of your flows and reduce the duration of a contact. For more information, see Flow block in Amazon Connect: Set whisper flow.

Download screen recordings from the Contact details page

You can download screen recordings from the Contact details page in the Amazon Connect admin website. This enables you to evaluate contact quality and agent performance by using offline reviews, as well as review downloaded screen recordings with agents for coaching. This release also provides a new security profile permission—Screen recording - Enable download button—to manage who can download screen recordings. For more information, see Review agent screen recordings in the Amazon Connect Client Application.

Updated AmazonConnectSynchronizationServiceRolePolicy service-linked role managed policy

Updated the service-linked role managed policy with additional permissions for Managed Synchronization. For a description of the additional actions, see Amazon Connect updates to AWS managed policies.

Dashboard and metrics for outbound campaigns

You use the outbound campaigns performance dashboard to understand the performance of your outbound campaigns across voice contacts. You can easily visualize and monitor campaign performance, track efficiency, measure compliance, and understand campaign outcomes for your voice workloads. You can view real-time and historical reports using custom time periods and benchmarks, track campaign progress and delivery status, and drill down into call classification outcomes (for example, human answered, voicemail).

Following are new historical metrics for outbound campaigns:

Amazon Connect Client Application v2.0.1 is available

Released Amazon Connect Client Application v2.0.1. This version includes bug fixes and enhancements to improve the stability and monitoring of the application. To download the latest version, see Amazon Connect Client Application.

Faster generative AI-powered post-contact summaries for agents ACW

Enhancements to generative AI-powered post-contact summaries enable your users to access them within seconds after a voice contact ends. For example, agents can access post-contact summaries on the CCP and use them to quickly complete after contact work (ACW). This feature supports only voice contacts on the CCP.

These faster summaries are available by using APIs and Amazon Kinesis Data Streams, enabling you to integration with third-party agent workspace or CRM systems. For more information, see View generative AI-powered post-contact summaries in Amazon Connect.

More options for searching for resources on the Amazon Connect admin website

You have more options for searching resources on the Amazon Connect admin website. The search options are available on pages that you use for managing (adding, editing) the following resources: users, queues, hours of operation, routing profiles, and prompts.

There are two ways you can search resources on the Amazon Connect admin website resource management pages:

Automated rotation of agent shifts

You can create a pattern of shifts that agents will repeatedly rotate through (for example, morning shift, afternoon shift, night shift). You can define how many weeks each shift should be scheduled before moving to the next one in the rotation. This feature makes it easier to administrate schedules and ensure that agents receive a business-defined sequence of shifts. For more information, see Set up shift rotation patterns in Amazon Connect.

June 2024 Updates

Updates to Routing Profiles and Queues Search APIs

You can search for routing profiles by associated queues, and search for queues based on the routing profile they are assigned to by using the SearchRoutingProfile and SearchQueues APIs. These search APIs allow you to query by both name and ID, and support granular access controls (using tags) over the associated resources. For more information, see the SearchRoutingProfile and SearchQueues API documentation.

New definitions for NextContactId and PreviousContactId

NextContactId and PreviousContactID have new definitions. For more information, see ContactTraceRecord.

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. For more information, see Outbound campaigns performance dashboard.

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. For more information, see Set up routing in Amazon Connect based on agent proficiencies.

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. For more information, see Integrate Amazon Q in Connect with step-by-step guides.

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

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. For more information, see Access third-party applications in the Amazon Connect agent workspace.

May 2024 Updates

Multi-party calls

Agents in a multi-party call can add participants to the call after the customer has disconnected. Agents can use quick connects or the number pad on the Contact Control Panel to add participants.

Some examples:

Amazon Connect supports multiple features in Apple Messages for Business

As part of the Apple Messages for Business integration, Amazon Connect supports the ability to send Attachments, use Apple Forms, leverage Apple Pay, access iMessage Apps, and provide authentication support. For more information on how to enable Apple Messages for Business, see Enable Apple Messages for Business with Amazon Connect.

Set the forecast time zone

You can generate, view, and download forecasts in the time zone where your business operates. Amazon Connect automatically adjusts forecasts to account for daylight saving changes. For example, if your contact center receives contacts from 8AM-8PM US Eastern time, then forecasts will automatically switch from 8AM-8PM Eastern Daylight Time (EDT) to 8AM-8PM Eastern Standard Time (EST) on November 3, 2024.

Time zone support in forecasts simplifies the day-to-day experience for managers. For more information, see Set the forecast time zone.

Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy

Updated the service-linked role managed policy with the Amazon Q in Connect API action wisdom:ListContentAssociations. For a description of the additional action, see Amazon Connect updates to AWS managed policies.

New flow and flow module analytics

You can use the following historical metrics for flows and flow modules to identify emergent issues, monitor usage patterns, and measure the impact of configuration changes across your customer or internal facing experiences:

These metrics are available in the Amazon Connect admin website. You can also access them programmatically by using the GetMetricDataV2 API.

You can use the flows dashboard to view and compare real-time and historical aggregated performance, trends, and insights using custom-defined time periods (for example, week over week), charts, and tables. The flows dashboard can help 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 self-service voice flow?"

Create rules for monitoring flow metrics

You can configure rules to automatically create a task, send an email, or generate an Amazon EventBridge event whenever a flow or flow module metric 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 (that is, a percentage of contacts that dropped from a flow) for your inbound welcome flow exceeds 10% over a trailing 4 hour window. For more information, see Create alerts on real-time metrics in Amazon Connect Contact Lens.

New Amazon Connect Cases APIs

Amazon Connect Cases provides attached file APIs that make it easy to upload attachments, check attachments details, and delete attachments from cases. For more information on enabling and working with attachments, see Enable attachments and Uploading Attached Files. To view the attached file APIs, see Files actions.

Amazon Connect Contact Lens provides generative AI-powered agent performance evaluations (Preview)

Amazon Connect Contact Lens provides managers with generative AI-powered recommendations for answers to questions in agent evaluation forms, enabling them to perform evaluations faster and more accurately. For more information, see Evaluate agent performance in Amazon Connect using generative AI (preview).

New metrics available on the Historical metrics page

The following metrics are available on the Historical metrics page in the Amazon Connect admin website. For a description of each metric, see Historical metrics definitions in Amazon Connect.

April 2024 Updates

New definitions for NextContactId and PreviousContactId

NextContactId and PreviousContactID have new definitions. For more information, see ContactTraceRecord.

Use screen recording with multiple agents connecting to the same desktop in your environment

You can enable agent screen recording when your VDI environment is configured to allow multiple agents to connect concurrently to the same Windows instance (multi-session VDI). This makes it even easier and more cost effective for you to help agents improve their performance when using Amazon Connect in a multi-session VDI environment.

To use this update, download the latest version of the screen recording client application. For the download location, see Amazon Connect Client Application.

Voice contacts rejected by an agent have a state of REJECTED

Voice contacts rejected by an agent used to have a state of ERROR for Contact State in the Agent Event Stream. Now they have a state of REJECTED, which is the same as chat and task contacts. This is also reflected on Real-time metrics for the agent.

March 2024 Updates

Contact Lens enables you to automatically fill and submit evaluations

Contact Lens enables you to automatically fill and submit evaluations, using insights and metrics from conversational analytics. For more information on creating a rule that submits an automated evaluation, see Create a rule in Contact Lens that submits an automated evaluation.

Amazon Connect allows you to create rich, interactive chat experiences for customers using step-by-step guides

Amazon Connect allows you to create rich, interactive chat experiences for customers using step-by-step guides, that help resolve issues faster and improve the customer experience. For more information, see Deploy step-by-step guides in Amazon Connect chats.

Amazon Connect agent workspace supports third-party applications in general availability

The Amazon Connect agent workspace now supports third-party applications in general availability. Agents can use Amazon Connect's native agent applications (Q in Connect, Cases, Customer Profiles, and Step-by-step Guides) alongside internal or custom-built agent applications, all within a unified agent workspace. For more information, see Integrate third-party applications (3p apps) in the Amazon Connect agent workspace, Use screen pop functionality of third-party applications in the Amazon Connect agent workspace, the Agent Workspace developer guide, the Amazon Connect API reference guide, and the Amazon AppIntegrations API reference.

GA for generative AI-powered post-contact summaries

Released generative AI-powered post-contact summaries for general availability. This feature summarizes long customer conversations into succinct, coherent, and context rich contact summaries. For example, a summary might say "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." Use these summaries to help supervisors improve the customer experience by getting faster insights when reviewing contacts, saving time on quality and compliance reviews, and more quickly identifying opportunities to improve agent performance.

For more information, see View generative AI-powered post-contact summaries in Amazon Connect.

Hierarchy-based access control (Preview)

In addition to tags, you can enable granular access controls for users by configuring agent hierarchies within the Amazon Connect admin website. Assigning hierarchies to a user allows you to define organizational groups that a user belongs to, and you can restrict users from accessing others outside their hierarchy by configure granular permissions. For example, you can configure hierarchy groups and levels for a BPO, such as Acme Corp, and only users assigned to hierarchy groups under Acme Corp will be able to see or edit these users. To learn more about using agent hierarchies to enforce granular access controls for users, see the Hierarchy access control in Amazon Connect (Preview).

February 2024 Updates

Amazon Connect provides case management metrics

Amazon Connect Cases provides the following metrics for case management:

These metrics give you insights into case volumes and performance. You can view new reports using the historical metrics dashboard in the Amazon Connect admin website to analyze case resolution performance based on point in time snapshots or specific time intervals.

Amazon Connect Cases provides audit history on cases

Amazon Connect Cases provides audit history on cases, allowing you to see which users worked on a case, what changes they made, and the order in which those changes occurred. This launch makes it easier for contact center agents and managers to understand what happened on a case for improved collaboration, quality assurance, and compliance. For information on how to enable the feature for your users, see Assign permissions. Also, see GetCaseAuditEvents in the Amazon Connect API Reference.

January 2024 Updates

GA for Amazon Connect outbound campaigns voice dialing API

Released the PutDialRequestBatch for general availability. This API enables you to use your own list management capability to set up the contact strategy (for example, campaign start and end times, do-not-call times, maximum contact attempts) while programmatically using Amazon Connect predictive dialer with machine learning (ML)–powered answering machine detection. This helps increase live-party connections.

Barge for chat: Managers can join ongoing chats between agents and customers

Managers can join and participate in ongoing chats between agents and customers, ensuring that even the most complex customer issues are resolved quickly and accurately. For more information, see Barge into live voice and chat conversations between contact center agents and customers. Also see updates to the MonitorContact and SendEvent APIs.

GetRecommendations and QueryAssistant APIs will be discontinued starting June 1, 2024

Two Amazon Q in Connect APIs—GetRecommendations and QueryAssistant—will be discontinued starting June 1, 2024. To receive generative responses after March 1, 2024, you will need to create a new Assistant in the Amazon Connect console and integrate the Amazon Q in Connect JavaScript library (amazon-q-connectjs) into your applications.

High-quality voice experiences for agents using Citrix Virtual Desktop Infrastructure (VDI) environments.

Amazon Connect allows you to deliver high-quality voice experiences when your agents use Citrix Virtual Desktop Infrastructure (VDI) environments. Your agents can leverage the Citrix remote desktop application to offload audio processing to the agent’s local device and to automatically redirect audio to Amazon Connect, resulting in a simpler agent experience and improved audio quality over challenging networks. For more information, see Citrix VDI with Amazon Connect audio optimization.

Granular access controls using resource tags for historical metrics reports

You can apply granular permissions to resource metrics that are included in historical metrics reports. For more information, see Apply granular access control to historical metrics reports in Amazon Connect.

December 2023 Updates

Update to third-party applications preview

Added support for third-party applications (preview) to listen to Amazon Connect contact and agent events.

Expanded AWS Regions to support: US East (N. Virginia), US-West (Oregon), Africa (Capetown), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London).

Amazon Connect provides granular access controls using resource tags configured for hours of operation and prompts in the Amazon Connect admin website

Provide granular access controls using resource tags configured for hours of operation and prompts in the Amazon Connect admin website. For example, you can tag hours of operation with Division:HumanResources, and then only let HR administrators see and edit those work hours.

Prompts are audio files, such as on-hold music, that can be customized and configured to play within call flows. For example, you can tag celebrity prompts with Department:Insurance, and then only let administrators from your insurance line of business access those prompts.

Amazon Connect provides an API to programmatically update the priority of contacts

Programmatically update the priority of contacts, such as voice calls, callbacks, chats, and tasks, in addition to the existing Change routing priority/age flow block. With this API, you can update a contact's or customer's position in a queue directly from your custom monitoring dashboards. For more information, see the UpdateContactRoutingData API.

Route contacts according to the proficiency of agents

You create and use agent proficiencies for routing a contact to the best available agent in a queue. Each proficiency indicates an agent’s level of expertise in an predefined attribute such as language fluency, skillset, or customer issue types they support. For more information, see Set up routing in Amazon Connect based on agent proficiencies.

Added Amazon Connect Cloudformation resources

Added AWS::Connect::PredefinedAttribute and AWS::Connect::User UserProficiency Cloudformation resources.

Amazon Connect Contact Lens provides an API to programmatically search for contacts

Programmatically search for contacts using filters such as contact attributes (time range, agent, channel, queue, etc.) and keywords within a conversation. Using this API, you can build custom user interfaces that enable managers and agents to search for completed or in progress contacts. For more information, see the SearchContacts API.

Pause and resume tasks

You can pause and resume all tasks that aren't expired, disconnected, or scheduled for a later time. This enables agents to free up an active slot so they can receive more critical tasks when their current task is stalled, for example, because of a missing approval or waiting on an external input. For more information, see Concepts: Pause and resume tasks. Also see the PauseContact and ResumeContact APIs.

Manage your cases and set up escalation workflows using the rules designer in the Amazon Connect UI

you can create rules to automatically create a task, update a case, or send email alerts to a manager whenever a case is created or updated. In addition, you can create rules leveraging Amazon Connect Contact Lens to automatically create a case for post-conversation follow-up, such as when negative customer sentiment or specific key words are detected in a conversation.

For more information, see Automatically monitor and update cases in Amazon Connect Cases, Allow Amazon Connect Cases to send updates to Contact Lens rules, Create a rule in Contact Lens that creates a case, Create a rule in Contact Lens that ends associated tasks from a case, and Create a rule in Contact Lens that updates a case.

Get a more granular view of your Amazon Connect bill and usage

You can get detailed billing reports in AWS Cost Explorer and AWS Cost & Usage Reports by using cost allocation tags (key:value pairs) to aggregate the data. You can gain more insights into your Amazon Connect bill and better organize your bill by lines of business/departments (for example, support, banking, sales, claims), types of issues, phone numbers, environments, and more.

For more information, see Set up granular billing for a detailed view of your Amazon Connect usage. Also see TagContact and UntagContact in the Amazon Connect API Reference.

Customer Profiles calculated attributes that turn customer data into actionable insights

Amazon Connect Customer Profiles enables contact center managers to create calculated attributes that turn customer behavior data (contacts, orders, web visits) into actionable customer insights such as a customer’s preferred channel to drive dynamic routing, personalize IVRs, and provide agents with more relevant customer context. For more information, see the Set up Calculated Attributes in Amazon Connect Customer Profiles documentation.

Contacts Answered/Abandoned in X

On the Real-time metrics page, you can define custom thresholds for Contacts abandoned in X seconds and Contacts answered in X seconds, where X is a time range that you specify.

November 2023 Updates

Customer Profiles provides a generative AI powered customer data mapping capability

Customer Profiles provides a generative AI powered customer data mapping capability that significantly reduces the time needed to create unified profiles, which allows you to create more personalized customer experiences more efficiently. For more information, see Generative AI powered data mapping in Amazon Connect.

No-code UI builder for step-by-step guides

This feature allows you to create and manage the UI pages shown to agents in step-by-step guides. Using a drag-and-drop interface you are able to define static and dynamic content for the agent’s UI. This includes layouts, styles, and dynamic data, which enables you to control the look and feel of your agent’s experience. With this capability, you are able define what gets displayed in your agent’s UI during the step-by-step guided experience. For more information, see the Use no-code UI builder in Amazon Connect for resources in step-by-step guides documentation.

Added Amazon Q in Connect

Amazon Q in Connect is a generative AI customer service assistant. It is an LLM-enhanced evolution of Amazon Connect Wisdom that delivers real-time recommendations to help contact center agents resolve customer issues quickly and accurately.

Amazon Q in Connect automatically detects customer intent during calls and chats using conversational analytics and natural language understanding (NLU). It then provides agents with immediate, real-time generative responses and suggested actions. It also provides links to relevant documents and articles.

For more information, see Use Amazon Q in Connect for generative AI–powered agent assistance in real-time and the Amazon Q in Connect API Reference.

Amazon Connect Contact Lens provides real-time conversational analytics for chat

Contact Lens provides real-time conversational analytics for chat, extending the machine learning-powered post-contact analytics (for example, sentiment analysis, automated contact categorization, and more) to real-time contact scenarios. These capabilities enable contact center managers to help detect customer issues during in-progress chat contacts, and help them resolve customer issues faster. For example, managers can get a real-time email alert when customer sentiment for a chat contact turns negative, allowing them to join the in-progress contact and help resolve the customer issue.

For more information, see Analyze conversations using conversational analytics in Amazon Connect Contact Lens. In addition, see the ListRealtimeContactAnalysisSegmentsV2 action in the Amazon Connect API Reference.

Amazon Connect Contact Lens provides generative AI-powered post-contact summaries (Preview)

Contact Lensprovides generative AI-powered post-contact summaries, enabling contact center managers to more efficiently monitor and help improve contact quality and agent performance.

Contact Lens already labels parts of contact transcripts as issue, outcome, and action item. With this launch, Contact Lens condenses a long customer conversation into a concise and coherent summary (for example, customer didn't receive reimbursement for last minute flight cancellation, and the agent didn't offer partial reimbursement as per the SOP). This enables managers to help reduce the overall time spent on evaluating contact quality and agent performance, as they no longer have to read long contact transcripts or listen to call recordings.

For more information, see View generative AI-powered post-contact summaries in Amazon Connect.

Amazon Connect supports in-app, web, and video calling

The Amazon Connect in-app, web, and video calling capabilities enable your customers to contact you without ever leaving your web or mobile application. You can use these capabilities to pass contextual information to Amazon Connect. This enables you to personalize the customer experience based on attributes such as the customer's profile or other information, like actions previously taken within the app.

For more information, see Set up in-app, web, video calling, and screen sharing capabilities. In addition, see the StartWebRTCContact action in the Amazon Connect API Reference.

Amazon Connect supports two-way SMS

Amazon Connect supports two-way Short Messaging Service (SMS) capabilities, making it easy for you to resolve customer issues by text messaging. SMS offers a ubiquitous and convenient channel for customers to get help, while enabling you to deliver personalized experiences at a lower cost.

To get started, claim your two-way SMS number from AWS End User Messaging SMS and associate the number with your Amazon Connect instance. Amazon Connect SMS uses the same automation, routing, configuration, analytics, and agent experience as calls and chats, making it easy to deliver seamless omnichannel customer experiences.

For more information, see Set up SMS messaging in Amazon Connect. In addition, see the following new actions in the Amazon Connect API Reference Guide.

Analytics data lake (Preview)

You can use Analytics data lake as a central location to query various types of data from Amazon Connect. This data includes contact records and Contact Lens conversational analytics. Data is refreshed around every 24 hours. You can use the Analytics data lake to create custom reports or run SQL queries.

For more information, see Access Amazon Connect Analytics data lake. In addition, see new actions in the Analytics data lake actions topic in the Amazon Connect API Reference.

Added metrics to the GetMetricDataV2 action

Added the following agent and contact performance metrics to the GetMetricDataV2 action:

Customer Profiles block enhancements

You can access more customer information, including orders, cases, assets, custom attributes, and calculated attributes through the Customer Profiles Flow block. For more information, see Flow block in Amazon Connect: Customer profiles.

View and manage applied service quotas for Amazon Connect using AWS Service Quotas

Service Quotas allows you to view both default and applied quota values for resources used by each of your Amazon Connect instances. When requesting a quota increase, Service Quotas allows you to indicate both the Amazon Connect quota and desired value. For quotas that support resource level adjustability you can also specify your Amazon Connect instance. For more information, see Amazon Connect service quotas.

Added an action to AmazonConnectServiceLinkedRolePolicy

Updated AmazonConnectServiceLinkedRolePolicy with an action for Amazon Q in Connect. For a description of the additional action, see Amazon Connect updates to AWS managed policies.

Amazon Connect provides a Contact Lens conversational analytics dashboard

Amazon Connect provides a pre-built Contact Lens conversational analytics dashboard that enables customers to understand why customers are contacting, the trends of contact drivers over time, and the performance of each of those call drivers (for example, average handle time for call driver “where’s my stuff?”). For more information, see Contact Lens conversational analytics dashboard.

Amazon Connect provides a pre-built queue performance dashboard

Amazon Connect provides a pre-built queue performance dashboard that helps contact center managers analyze, track, and improve contact center performance. This dashboard enables managers to view and compare real-time and historical aggregated queue performance using custom-defined time periods (for example, week over week), a summary chart, and a time series graph. For more information, see Queue performance dashboard.

Amazon Connect prompts configuration page provides CloudTrail coverage

The prompts configuration user interface has been updated to make it more efficient for you to manage prompts. In addition, when you add, update or delete a prompt from the Amazon Connect admin website, a record of that activity is available in AWS CloudTrail for visibility, reporting, and compliance. For example, you may notice a discrepancy in the IVR prompt that customers hear when they call your support line. To investigate, you can leverage AWS CloudTrail to answer questions such as, "who saved this recording?" and "when was this prompt changed?" For more information about the new prompts page, see Create prompts in Amazon Connect.

Amazon Connect enables integration with your preferred file scanning application to detect malware

You can integrate Amazon Connect with your preferred file scanning application to detect malware or other unwanted content in attachments before they can be shared in a chat or uploaded to a case. This capability provides an additional layer of protection for your customers and organization by preventing malicious files from being shared and downloaded. For more information, see Set up attachment scanning.

Amazon Connect outbound campaigns voice dialing API

You can create contacts for all high-volume voice outreach by using the BatchPutContact API. This API makes it easier for you to track outcomes of all campaign calls by using the Amazon Connect contact record.

Amazon Connect Cases supports author name on comments

You can programmatically add and view author comments by using the CreateRelatedItem and SearchRelatedItems APIs.

Updated AmazonConnectCampaignsServiceLinkedRolePolicy service-linked role managed policy

Updated the service-linked role managed policy for outbound campaigns. For a description of the additional actions, see Amazon Connect updates to AWS managed policies.

Added Create persistent chat association flow block and CreatePersistentContactAssociation API

You can set up a chat to be persistent either when the chat session is initially created or at any time during the lifetime of the chat. To set up persistent chat after the chat session has started, use the new CreatePersistentContactAssociation API or include the new Create persistent contact association block in your flow.

Optimization to how the CCP detects and handles stale WebSocket connections

When an agent initializes the CCP, a WebSocket connection is opened and it is used during subsequent contact handling. If that agent experiences poor network conditions, this may result in the agent becoming unreachable without the backend detecting it. With this release the WebSocket connections for these agents are detected as stale and cleaned in 1-2 minutes.

Amazon Connect can identify, within about 2 minutes, a situation where a chat customer and an agent are on a chat contact, and the agent becomes unreachable (for example, as a result of losing wifi or losing power to their local machine), allowing the backend to run the chat disconnect flow. Before this optimization, it could take up to 10 minutes to run any chat disconnect flows.

Added new service-linked role policy and service-linked role

Added AmazonConnectSynchronizationServiceRolePolicy service-linked role policy and AWSServiceRoleForAmazonConnectSynchronization service-linked role for managed synchronization. The policy and role provide access to read, create, update, and delete Amazon Connect resources and is used to automatically synchronize AWS resources across AWS regions. For more information, see AWS managed policy: AmazonConnectSynchronizationServiceRolePolicy and Using service-linked roles for Amazon Connect Managed Synchronization.

Added Contact Lens conversational analytics metrics to the GetMetricDataV2 API

You can analyze aggregate agent and contact performance using Contact Lens conversational analytics metrics in the GetMetricDataV2. The following new metrics were added: non-talk time percent, talk time percent, talk time agent percent, and talk time customer percent. For descriptions of these metrics, see Historical metrics definitions in Amazon Connect.

Added configuration management across AWS Regions for Amazon Connect Global Resiliency customers

Amazon Connect Global Resiliency customers can use the ReplicateInstance API to copy configuration information for resources such as users, routing profiles, queues, and flows across AWS Regions. The API also automatically matches the service quotas for these resources across AWS Regions as part of the replication process. For more information, see Create a replica of your existing Amazon Connect instance.

Added the BatchGetFlowAssociation API. Use this API to obtain a list of flow-associations for the resource identifiers provided in the API request. For example, you can list which phone numbers are associated with which flows in an Amazon Connect instance.

October 2023 Updates

Added actions to AmazonConnectServiceLinkedRolePolicy

Updated AmazonConnectServiceLinkedRolePolicy with actions for Amazon Connect Customer Profiles. For a description of the additional actions, see Amazon Connect updates to AWS managed policies.

Third-party applications preview

You can integrate third-party applications into the agent workspace. For more information, see Integrate third-party applications (3p apps) in the Amazon Connect agent workspace and the Amazon Connect agent workspace third-party developer guide.

Added actions to AmazonConnectServiceLinkedRolePolicy

Updated AmazonConnectServiceLinkedRolePolicy with actions for Amazon Connect Wisdom. For a description of the additional actions, see Amazon Connect updates to AWS managed policies.

Added the UpdatePhoneNumberMetadata API

Use the UpdatePhoneNumberMetadata to update the metadata for a phone number, such as the phone number description.

Add as many as four access control tags to a single security profile

Adding additional access control tags will make a given security profile more restrictive. For example, if you add four access control tags like BPO:AcmeCorp, Specialty:Claims, Department:Billing, and City:NewYork, the user would only be able to see resources containing all four of these tags. For more information, see Tag-based access control in Amazon Connect.

Added actions to AmazonConnectServiceLinkedRolePolicy

Updated AmazonConnectServiceLinkedRolePolicy with actions for Amazon Connect Customer Profiles. For a description of the additional actions, see Amazon Connect updates to AWS managed policies.

CTI Adapter upgrade for third-party cookies

This upgrade prevents the blocking of third-party cookies from impacting Amazon Connect across Chrome and all supported browsers. For more information, see Amazon Connect CTI Adapter for Salesforce release notes and Using Amazon Connect with third-party cookies.

Create and customize up to 15 communications widgets

You can create and customize up to 15 communications widgets per Amazon Connect instance. For more information, see Add a chat user interface to your website hosted by Amazon Connect.

Access the trailing 90 days of historical agent and contact metrics

You can access the trailing 90 days of historical agent and contact metrics (for example, Service level X, Average handle time) by using the GetMetricDataV2 API. You can also make requests spanning up to 35 days with data categorized by customizable time intervals such as 15 minutes, hourly, or weekly.

In addition, added the following metrics to the GetMetricDataV2 API. These metrics are not available in Amazon Connect admin website.

Added actions to AmazonConnectServiceLinkedRolePolicy

Updated AmazonConnectServiceLinkedRolePolicy with actions for Amazon Connect Wisdom. For a description of the additional actions, see Amazon Connect updates to AWS managed policies.

September 2023 Updates

Released Amazon Connect Client Application v1.0.2.38

Released Amazon Connect Client Application v1.0.2.38. This version contains minor fixes and improvements. For more information, see Amazon Connect Client Application.

Added "View my contacts" permission

Added a new security profile permission: View my contacts. On the Contact search page, agents who have this permission can access the contacts that they've handled. If you're using Contact Lens, agents can also review the analyzed recording and transcripts of the contact. For more information, see Assign permissions to use Contact Lens conversational analytics in Amazon Connect.

Streams API upgrade for third-party cookies

This upgrade prevents the blocking of third-party cookies from impacting Amazon Connect across Chrome and all supported browsers. For more information, see Using Amazon Connect with third-party cookies.

Create alerts on real-time metrics

You can create rules that automatically send emails or tasks to managers based on the values of real-time metrics. This enables you to alert managers on contact center operations that could potentially impact the end-customer experience.

For more information, see Create alerts on real-time metrics in Amazon Connect Contact Lens.

"Maximum contacts in queue" includes all channels

If you have a queue that combines more than one channel, and you set a custom value for Maximum contacts in queue, the queue stops accepting new contacts after that number is reached, regardless of the distribution of contacts. For example, if you set the value to 50, and the first 50 contacts are chats, then voice calls are not routed to this queue.

For more information, see Set the limit of maximum contacts in a queue using Amazon Connect.

Manage contacts from the Contact details page

On the Contact details page of an in-progress contact, you can manage a contact by transferring, rescheduling, or ending the contact. For more information, see Manage contacts from the Contact details page in Amazon Connect.

Upload file attachments to cases

Agents can upload file attachments to cases. For more information, see Enable attachments in your CCP so customers and agents can share and upload files. For a list of supported file types, see Amazon Connect feature specifications.

In addition, when agents leave comments on cases, their name is included.

Search for in-progress contacts

You can search for in-progress contacts on the Contact search page. For more information, see Search for in-progress contacts in Amazon Connect.

Subscribe to the Contact Data Updated event in the contact event stream

You can subscribe to an event type called CONTACT_DATA_UPDATED. The Contact object includes an UpdatedProperties field. This enables you to monitor for changes to scheduled timestamp for tasks, and changes to user-defined attributes on the contact record. In addition, hierarchy groups information in the AgentInfo object is included for CONTACT_DATA_UPDATED, CONNECTED_TO_AGENT, and DISCONNECTED event types. For more information, see Contact events data model.

APIs to programmatically configure views in step-by-step guides

Amazon Connect provides APIs to programmatically create and manage view resources used in step-by-step guides. View resources define what gets displayed in your agent’s UI during a step-by-step guide. For more information, see the Views: UI templates to customize an agent's workspace in Amazon Connect documentation.

Support for UIFN in more than 60 countries

Amazon Connect supports Universal International Freephone number (UIFN) in more than 60 countries that are registered with the International Telecommunications Union, an organization that supports the administration of the UIFN service. Amazon Connect allows you to enable UIFNs in as many countries as you need, with a requirement of at least 5 countries. For more information, see Amazon Connect support of the inbound only UIFN service.

August 2023 Updates

Voice dialing for outbound campaigns, no agents required

You can use Amazon Connect outbound campaigns for high-volume outreach with no agents required. A new dialer type called "Agentless" makes it easier to proactively communicate with your customers for use cases such as personalized voice notifications and appointment reminders. For more information, see Create an outbound campaign and the CreateCampaign API.

Amazon Connect Cases supports nine additional languages

Amazon Connect Cases supports nine additional languages. You can view the Amazon Connect Cases user interface in any language supported by Amazon Connect regardless of your AWS Region. For more information, see Amazon Connect Cases.

Granular access controls using resource tags for the agent activity audit report

You can apply granular permissions to the agent activity audit report in the Amazon Connect historical metrics UI using resource tagging and tag-based access controls. For more information, see Agent activity audit tag-based access control in Amazon Connect and Tag-based access control in Amazon Connect.

Enhanced user bulk edit

You can update up to 100 user records on the Amazon Connect admin website in less than half the time it used to take to make bulk updates. This enhancement is especially useful during contact surges when you may need to change the routing profile for many agents. For more information, see Edit users in bulk in Amazon Connect.

Amazon Connect scheduling supports agent group activities

Amazon Connect scheduling allows contact center managers to more efficiently create and manage activities for groups of agents. For more information, see Add shift activities in draft or published schedules in Amazon Connect.

GA for global sign-in and agent distribution capabilities

Released the following Amazon Connect Global Resiliency capabilities for general availability: global sign-in and agent distribution across Amazon Connect Regions. This release includes:

For more information, see Set up your agent's experience with Amazon Connect Global Resiliency. Also see the following new APIs:

Updated UpdateTrafficDistribution with SignInConfig and AgentConfig parameters.

To create a CloudFormation template for traffic distribution groups, see the following topic:

100 rows on real-time metrics tables

You can now view up to 100 rows in the real-time metrics tables on the Real-time metrics page. Previously, the maximum was 50 rows. For more information about real-time metrics, see Real-time metrics reports in Amazon Connect.

Sorting on column header names

You now have the ability to sort by choosing a column header, rather than choosing the smaller arrow next to the header text. For more information about real-time metrics, see Real-time metrics reports in Amazon Connect.

Route based on time since last inbound contact

Added an option to specify that selected agents with this routing profile will not have their routing order impacted by outbound contacts. For more information, see Create a routing profile in Amazon Connect to link queues to agents.

July 2023 Updates

Customize the names of flow blocks

To help you distinguish blocks in a flow, you can customize the names of blocks. For example, you might rename a Play Prompt flow block to Welcome message or a Get customer input flow block to Hotel booking Lex bot. The following GIF shows how to customize the name of a flow block.

For more information, see Customize the name of a flow block in Amazon Connect.

Archive, restore, and delete flows and modules

You can archive, restore, and delete flows and modules by using the Amazon Connect admin website. This makes it easier to manage flows and modules that are not in use or no longer needed. For example, flows used only during certain times of the year can be archived when not in use and then unarchived when needed. When a flow or module has been archived, you can then permanently delete it so it is no longer available within your list of flows and modules. For more information, see Archive, delete, and restore flows in Amazon Connect.

Undo and redo actions in the flow designer

You can undo and redo actions in the flow designer. Choose the undo and redo items on the toolbar. Or, with your cursor on the flow designer canvas, use the shortcut keys: Ctrl+Z to undo, Ctrl+Y to redo. For more information, see Undo and redo actions in the flow designer in Amazon Connect.

Add notes to a flow block

To add notes to a block, on the toolbar choose Annotation. Or, with your cursor on the flow designer canvas, use the shortcut keys: Ctrl + Alt +N. A yellow box opens for you to type up to 1000 characters. This enables you to leave comments that others can view. For more information, see Add comments to a flow block in the flow designer in Amazon Connect.

The following GIF shows how to move notes around the flow designer and attach them to a block.

Use the mini-map to navigate a flow

On the flow designer, the mini-map view to helps you easily navigate the flow. The drag-to-move mini-map has visual highlights that enable you to quickly move to any point in the flow. For more information, see Use the mini-map in Amazon Connect to navigate a flow.

The following GIF shows an example of how you can use the mini-map to navigate a large flow.

Restrict attributes to specific flows

Released a new type of attributes called a flow attribute. Flow attributes are restricted to the flow in which they are configured. They are useful in situations where you don't want to persist the data throughout the contact, such as when you need to use sensitive information like the customer's credit card number to do a Lambda data dip. For more information, see Flow attributes.

Import time off balances

You can import time off balances for your users. You can also set the group allowance for time off by hour, for each calendar day, for specific time off activities. Amazon Connect uses the time off balance to automatically approve or decline time off requests based on the agent's available net balance and the group allowance for time off. For more information, see Import an agent's time off balance to Amazon Connect and Set group allowance for time off in Amazon Connect.

Schedule flexible days and shift activities based on shift length

The following scheduling functionality has been released:

For more information, see Create a template for an agent's weekly shift in Amazon Connect.

Amazon Connect Customer Profiles supports rule-based matching and merging

Amazon Connect Customer Profiles supports rule-based resolution to match and merge similar profiles into unified ones. This enables you to enhance customer service by granting agents and automated systems access to relevant customer information. As a result, interactions become faster and more personalized for customers. For more information, see Use Identity Resolution to consolidate similar profiles in Amazon Connect.

Released Amazon Connect Client Application v1.0.1.33

The Amazon Connect Client Application is used to record agent screens. With this newer version you no longer need to restart your desktop after installing the client application. For the download location, see the Amazon Connect Client Application topic.

Amazon Connect Cases provides case assignment

Case assignment helps organizations reduce the time to resolve customer issues by clearly tracking case activities and resolution ownership. Agents can associate a case with a queue or an individual agent for resolution. Agents can view and filter cases assigned to their queue, and managers can directly assign cases to individual agents. For more information, see Set up a case assignment in Amazon Connect Cases.

Contact Lens Conversational Analytics metrics in the API

You can analyze aggregate agent and contact performance using Contact Lens Conversational Analytics metrics in the GetMetricDataV2 API. The list of metrics include Average contact duration, Average conversation duration, Average greeting time agent, Average holds, Average interruptions agent, Average interruption time agent, Average non-talk time, Average talk time, Average talk time agent, and Average talk time customer. For more information, see Historical metrics definitions in Amazon Connect and GetMetricDataV2.

Amazon Connect Wisdom supports real-time recommendations for chat conversations

Amazon Connect Wisdom delivers ML-powered, real-time recommended information to help chat agents quickly solve customer needs.

Delete queues and routing profiles programmatically

You can delete queues and routing profiles programmatically. For more information, see the following topics:

To create an AWS CloudFormation template for queues and routing profiles, see the following topics:

June 2023 Updates

Agents can change their audio device settings in the CCP and agent workspace

You can configure the Contact Control Panel (CCP) or agent workspace to enable agents to select their preferred device for microphone input and audio output, such as voice media and new contact notifications. For more information, see How to use the CCP to change your audio device settings.

Amazon Connect Chat: New interactive message types

Amazon Connect Chat supports new interactive message types: quick replies and carousels. With quick replies, customers are presented with a list of response options (for example, Yes, No) that they can easily click to reply. Carousels present a set of interactive messages in a horizontally-scrolling format. Your customers can scroll through them and select the best option. For more information, see Add Amazon Lex interactive messages for customers in chat.

GetMetricDataV2 API: Region availability and new functionality

The GetMetricDataV2 API is available in the AWS GovCloud (US-West) Region. GetMetricDataV2 is now released in all AWS Regions where Amazon Connect is offered. This API enables you to access the trailing 35 days of historical agent and contact metrics (for example, service level, average handle time) with customizable filters and groupings.

You can use GetMetricDataV2 to build custom dashboards to measure queue and agent performance over time. For example, you can identify the number of contacts that were disconnected by an agent versus disconnected by a customer hanging up. For more information, see GetMetricDataV2.

Search for existing tags within an Amazon Connect instance

Amazon Connect provides the ability to search for existing tags within an instance, both programmatically via API and within the UI. When tagging resources, you can search from pre-existing key:value pairs before creating new ones. For more information, see the SearchResourceTags API.

Added screen recording capabilities to Contact Lens

Amazon Connect Contact Lens provides screen recording capabilities, making it easy for you to help agents improve their performance. With screen recording, you can identify areas for agent coaching (for example, long contact handle duration or non-compliance with business processes) by not only listening to customer calls or reviewing chat transcripts, but also watching the agent's actions while they are handling a contact. For more information, see Set up and review agent screen recordings in Amazon Connect Contact Lens.

Amazon Connect scheduling allows agents to manage time off requests

Amazon Connect scheduling allows contact center agents to manage their time off requests in a self-serve manner. For more information, see Create a time off request in Amazon Connect.

Real-time data export of unified customer profiles to an Amazon Kinesis Data Stream

Amazon Connect Customer Profiles supports real-time data export of unified customer profiles to an Amazon Kinesis Data Stream. Companies can enable data streaming and automatically receive data for new profiles and updates to existing profiles into their Amazon Kinesis Data Stream. For more information, see Export your unified customer profile data.

May 2023 Updates

Added theme detection to Contact Lens

Contact Lens provides a machine learning powered capability for businesses to help identify top contact drivers by grouping customer conversations into themes. For more information, see Use theme detection in Amazon Connect Contact Lens to discover issues with contacts.

New APIs for managing prompts

You can programmatically create and manage prompts using APIs, for example, to extract prompts stored in Amazon Connect and add them to your Amazon S3 bucket. AWS CloudTrail, AWS CloudFormation, and tagging are supported. For more information, see Prompt actions in the Amazon Connect API Reference Guide. Also see AWS::Connect::Prompt in the AWS CloudFormation User Guide.

Added supervisor alerts on agent performance

Amazon Connect Contact Lens provides supervisor alerts on agent performance. This enables you to identify which contacts (for example, those with an evaluation score less < 50%) that require supervisors follow-up with agents on their team. For more information, see Create supervisor alerts on contact center agent performance.

Interactive messages: Rich formatting in chat titles and subtitles

You can add rich formatting to the titles and subtitles of your chat messages. For example, you can add links, italics, bold, numbered lists, and bulleted lists. You use markdown to format your text. For more information, see Rich formatting in titles and subtitles in the Add interactive messages to chat topic.

April 2023 Updates

GA for Amazon Connect evaluation capabilities

Released Amazon Connect evaluation capabilities for general availability. Use these capabilities to:

To manage evaluation forms programmatically, see the Evaluation actions in the Amazon Connect API Reference. To create a shared template for evaluation forms, see the AWS::Connect::EvaluationForm resource in the AWS CloudFormation User Guide.

New API: Use CreateParticipant to customize chat flow experiences

Added the CreateParticipant API which you can use to customize chat flow experiences. You use it to integrate custom participants. For more information, see Customize chat flow experiences in Amazon Connect by integrating custom participants.

Customer Profiles displays case information in the agent workspace

Using Amazon Connect Customer Profiles inside the agent workspace, agents can see cases from third-party case management solutions and Amazon Connect Cases inside a particular customer profile. For more information, see Use Amazon Connect Customer Profiles and Access Amazon Connect Customer Profiles in the agent workspace.

Added Cross-channel concurrency

You can configure an agent's routing profile to receive contacts from multiple channels at the same time. For example, while an agent is on a voice contact, they can be offered contacts from any other channels enabled in the routing profile, such as chats and tasks.

For more information, see Create a routing profile in Amazon Connect to link queues to agents. Also see the CrossChannelBehavior API.

Set Voice ID block supports fraud watchlist ID

Updated the Set Voice ID block so it supports fraud watchlist ID for fraud detection.

Search, sort, and filter published agent schedules

Schedulers can quickly search, sort, and filter agent schedules from within the published schedule calendar. For more information, see How supervisors view published schedules using the Amazon Connect admin website.

March 2023 Updates

Added Wisdom support for Microsoft SharePoint Online

You can choose Microsoft SharePoint Online as knowledge base for Wisdom articles. For more information, see Enable Amazon Q in Connect for your instance. Also see the AppIntegrationsConfiguration API in the Amazon Q in Connect API Reference.

Create step-by-step guides for your agents

Inside the out-of-the-box Amazon Connect agent workspace, you can create workflows that walk agents through custom UI pages that suggest what to do at a given moment during a customer interaction. You can create guides that help agents identify customer issues and recommend subsequent actions, as well as surface screen-pops and forms for submitting transactions and disposition codes. For more information, see Step-by-step Guides to set up your Amazon Connect agent workspace.

Added support for nested JSON in Invoke AWS Lambda function flow block

The Invoke AWS Lambda function flow block supports JSON responses. For more information, see Flow block in Amazon Connect: Invoke an AWS Lambda function.

Added Show View flow block

This block is used to configure UI based workflows that you can surface to users in front end applications. For more information, see Flow block in Amazon Connect: Show view.

Added staff level shift profile

You can assign a shift profile to individual agents. This is useful to do when, for example, you have part-time agents who are in the same staffing group as your full-time agents, but they require their own shift profile. For more information, see the Associate to shift profile option described in Create staff rules for scheduling in Amazon Connect.

Added support for multiple fraudster watchlists

Every domain has a default watchlist where all existing fraudsters are placed by default. You can create and manage custom watchlists to be evaluated against for known fraudster detection. For more information, see Known fraudster detection, and see new actions in the Amazon Connect Voice ID API Reference.

Search and sort schedules in the Schedule Manager

Schedulers can quickly search for schedule names using partial keywords or sort the schedule list based on start date, end date, creation date, or updated date. For more information, see Search and sort a schedule.

Added the ability to configure multiple IAM roles that can be assigned to a single user when using SAML 2.0

You can configure multiple IAM roles that can be assigned to a single user when using SAML 2.0 which enables you to support user access from multiple identity providers simultaneously. For example, if you are migrating identity providers, you can configure multiple IAM roles associated to a single user and that user will be able to access Amazon Connect from either provider. To learn more about configuring IAM roles for SAML 2.0 in Amazon Connect, see the Configure SAML with IAM for Amazon Connect documentation.

Added panel template for interactive chat messages

With a panel template, you can present customers with up to 10 choices under one question in a chat message. For more information, see Add Amazon Lex interactive messages for customers in chat.

Added GetMetricDataV2 API

Added the GetMetricDataV2 API to the Amazon Connect API Reference Guide. This API enables you to programmatically access trailing 14 days of historical agent and contact metrics data. It extends the capabilities of the GetMetricData API, provides new historical metrics (for example, the number of contacts disconnected, and the number of callback attempts), and provides the ability to filter metrics with more granularity.

February 2023 Updates

Added new attribute type ENHANCED_CONTACT_MONITORING to the Describe, List, and Update Instance Attribute APIs

This release updates the APIs: DescribeInstanceAttribute, ListInstanceAttributes, and UpdateInstanceAttribute. You can use it to programmatically enable/disable enhanced contact monitoring using attribute type ENHANCED_CONTACT_MONITORING on the specified Amazon Connect instance. For more information, see DescribeInstanceAttribute, ListInstanceAttributes, and UpdateInstanceAttribute.

Added the DeleteDomain API for Cases

For more information, see the DeleteDomain API in the Amazon Connect Cases API Reference Guide.

Added RelatedContactId to StartTaskContact API

You can link together an unlimited number of task contacts using the RelatedContactID parameter supported in the StartTaskContact API. For more information, see Linked tasks and the StartTaskContact API in the Amazon Connect API Reference Guide.

Amazon Connect Cases integrates with AWS PrivateLink

For more information, see Creating an interface VPC endpoint for Amazon Connect.

Added support for more granular access controls (using resource tags) to view real-time metrics for agents, queues, and routing profiles

You can enable more granular access controls for real-time metrics by configuring resource tags and access control tags within security profiles in the Amazon Connect admin website. For more information, see Real-time tag-based access control and Tag based access control in Amazon Connect.

Added support to provide more granular permissions to metrics reports, including new permissions for real-time metrics, historical metrics, and agent activity audit

You can configure more granular permissions to metrics and reports from within security profiles in the Amazon Connect admin website. For more information, see Permissions required to view real-time metrics reports and Agent activity audit permissions.

Added support to provide visibility into an agent’s next activity

You can view an agent’s next activity in the real-time metrics agent table in the Amazon Connect real-time metrics UI and by using the public API. For more information, see the NextStatus API reference.

Apply S3 Object Lock for the call recordings bucket

You can use Amazon S3 Object Lock in combination with your call recording bucket to help prevent call recordings from being deleted or overwritten for a fixed amount of time, or indefinitely. For more information, see How to set up S3 Object Lock for immutable call recordings.

CloudFormation templates for instance management

You can use CloudFormation templates to manage Amazon Connect instances for associating Amazon Lex and Lex V2 bots, Lambda functions, security keys, and approved origins—along with the rest of your AWS infrastructure—in a secure, efficient, and repeatable way. For more information, see Amazon Connect resource type reference in the AWS CloudFormation User Guide.

January 2023 Updates

Added long lasting, persistent chat experiences

Amazon Connect makes it easier for you to deliver long lasting, persistent chat experiences for your customers. Persistent chats enable customers to resume previous conversations with the context, metadata, and transcripts carried over, eliminating the need for customers to repeat themselves and allowing agents to provide personalized service with access to the entire conversation history. To set up persistent chat experiences, provide a previous contact ID when calling the StartChatContact API to create a new chat contact.

For more information, see Enable persistent chat. Also see changes to StartChatContact in the Amazon Connect API Reference Guide, and see the new RelatedContactId parameter in the GetTranscript API in the Amazon Connect Participant Service API Reference Guide.

December 2022 Updates

Added message receipts feature for chat messages

The message receipts feature allows customers to receive Message delivered and Read receipts after they send a chat message. For more information, see Enable message Delivered and Read receipts in your chat user interface. Also see the SendEvent action, and the Item, MessageMetadata, and Receipt data types in the Amazon Connect Participant Service API Reference Guide.

Updates to GetCurrentMetricData and GetCurrentUserData

For the GetCurrentMetricData API, added support for routing profile filter, sort criteria, and grouping by routing profiles. For the GetCurrentUserData API, added support for routing profiles, user hierarchy groups, and agents as filters, and next status and agent status name. For both APIs, added ApproximateTotalCount.

Added chat timeouts for chat participants

When a chat conversation between an agent and a customer has been inactive (no messages sent) for a certain amount of time, you may want to consider a chat participant to be idle, and you may even want to automatically disconnect an agent from the chat. To set up chat timeout timers, see Set up chat timeouts for chat participants.

Microsoft Edge Chromium support

Amazon Connect now supports Microsoft Edge Chromium. For more information about supported browsers, see Browsers supported by Amazon Connect.

Amazon Connect supports JSON as a content type for chat messages

By supporting JSON as a content type, Amazon Connect provides you with a way to pass additional information over chat to provide rich personalized experiences. For example, rendering updates to a custom UI, customer-built interactive messages, language translation capabilities, and passing customer metadata to a third party bot. For more information, see StartChatContact in the Amazon Connect API Reference Guide, and SendMessage in the Amazon Connect Participant Service API Reference Guide.

Added topic on Amazon Connect availability by Region

For more information, see Availability of Amazon Connect services by Region.

Contact Lens granular data redaction

When you set up Contact Lens sensitive data redaction, you can choose which entities you want to redact, and how you want the redaction to appear in the transcript. For more information, see Enable redaction of sensitive data.

Additional Contact Lens language support and Region availability

Contact Lens now supports the following languages: English - New Zealand, English - South Africa. It is also available in the following Regions: Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore).

Released Barge to allow contact center managers to join ongoing calls

Barge allows managers to join and participate in an ongoing customer service call between a contact center agent and customer. After joining the call, a manager can speak with the customer, add participants, and even choose to remove an agent if needed. For more information, see Barge live conversations.

Added user hierarchy to bulk user upload

You can assign the user hierarchy in the .csv file when you add users in bulk. For more information, see Add users in bulk.

Granular access controls using resource tags for users, security profiles, routing profiles, and queues

You can now enable more granular access controls for security profiles, users, routing profiles, and queues by configuring resource tags within the Amazon Connect console. You can add resource tags to filter and organize these resources logically, and configure access control tags within security profiles to enforce granular permissions. For more information, see Tagging resources in Amazon Connect and Tag based access controls in Amazon Connect.

Bulk user import now includes agent hierarchy and tags

Amazon Connect now allows you to configure hierarchies and resource tags for users in bulk. You can now assign agent hierarchies and resource tags to each agent using the CSV bulk upload template which is available on the user management page. For more information, see Tagging resources in Amazon Connect.

Released Rules Function language

The Rules Function language is a JSON-based representation of a series of rule conditions. Use it to programmatically add conditions to rules. For more information, see Amazon Connect Rules Function language in the Amazon Connect API Reference Guide.

GA for Rules APIs

Released a set of Rules APIs that enable you to programmatically create and manage rules. For more information, see Rules actions in the Amazon Connect API Reference.

Search contacts by agent's first or last name is available in AWS GovCloud

November 2022 Updates

Create step-by-step guides for your agents

Inside the out-of-the-box Connect agent workspace, you can now create workflows that walk agents through custom UI pages that suggest what to do at a given moment during a customer interaction. You can create guides that help agents identify customer issues and recommend subsequent actions, as well as surface screen-pops and forms for submitting transactions and disposition codes. For more information, see Agent Workspace guided experience.

GA for Forecasting, capacity planning, and scheduling

Amazon Connect provides a set of services powered by machine learning that help you optimize your contact center by offering the following:

For more information, see Forecasting, capacity planning, and scheduling.

Released Contact Lens evaluation forms for preview

You can create evaluation forms, and then make them available to managers to review conversations alongside contact details, recordings, transcripts, and summaries, without the need to switch applications. Conversational analytics automatically pre-populates evaluation scores for criteria like script adherence, sensitive data collection, and customer greetings. For more information, see Evaluate performance (Preview).

Released Contact Lens conversational analytics capabilities for Amazon Connect chat

Amazon Connect Contact Lens provides conversational analytics capabilities for Amazon Connect chat, extending the machine learning powered analytics to better assess chat contacts. For more information, see Analyze conversations using Amazon Connect Contact Lens.

Added configurable Lex timeouts in chat

You can configure how long to wait for a response from a customer in a chatbot conversation before the session expires. For more information, see Configurable time-outs for chat input in the Get customer input topic.

Create rules that send email notifications

You can create Contact Lens rules that send email notifications to people in your organization. For more information, see Create Contact Lens rules that send email notifications.

Added MonitorContact API

Added a new API for programmatically initiating monitoring of ongoing contacts. For more information, see MonitorContact API.

Manage saved reports (admin)

You can view and delete all saved reports in your instance, including reports that were not created by you or that are not currently published. For more information, see Manage saved reports (admin).

Search for profiles using multiple search keys

In addition to searching for profiles with a single search key (i.e., a key-values(s) pair), the SearchProfiles API has been enhanced to support searching for profiles using multiple keys and logical operators. This new functionality allows you to use between 1 and 5 search keys with AND or OR logic to find profiles with attributes that match the search criteria. For more information, see the SearchProfiles API reference topic.

Delete quick connects using the Amazon Connect console

In addition to deleting quick connects programmatically, you can now delete them using the Amazon Connect console. For more information, see Delete quick connects.

Added DismissUserContact API

Added a new API for programmatically clearing the notifications agents receive after they have missed or rejected a contact, making them eligible to be routed new contacts. This API can also be used to clear similar notifications when an agent encounters an error with accepting the contact or is handling After Contact Work. For more information, see the DismissUserContact API reference topic.

October 2022 Updates

Add secondary email address and mobile number to user accounts

For more information, see Add users to Amazon Connect.

Emojis for chat messages

Added support for emojis for your customer's chat experience. Agents and customers can now send emojis when composing a chat message, enabling them to visually convey sentiment or emphasis during a chat conversation. For more information, see Enable text formatting for your customer's chat experience.

Released support for Enhanced 911 (E911)

Enhanced 911 (E911) enables location information to be sent to 911 dispatch when a 911 call is placed. In addition to connecting a user with 911 emergency services, customers in the United States can build E911 capabilities to automatically provide the caller's address information to 911 dispatchers. For more information, see Set up US emergency calling in Amazon Connect.

GA for Amazon Connect Global Resiliency

Released Amazon Connect Global Resiliency for General Availability. Global Resiliency enables you to provide customer service anywhere in the world with the highest reliability, performance, and efficiency, while meeting international regulatory requirements. For more information, see Set up Amazon Connect Global Resiliency.

Added Ctrl+Shift+F to search flow block titles and metadata

Press Ctrl+Shift+F to display a search box in the flow designer, and then search the block titles and metadata. To hide the search box, go to Settings, Toolbar, and set the toggle.

The following GIF shows how to use the search box to find flow blocks that have attributes in their title. It also shows how to display or hide the search box using the toggle.

Released Amazon Connect Cases for General Availability

Amazon Connect Cases allows your agents to quickly track and manage customer issues that require multiple interactions, follow-up tasks, and teams in your contact center. For more information, see Amazon Connect Cases and Amazon Connect Cases API Reference.

September 2022 Updates

Searching for a contact? Choose from a list of categories

When you search a contact and filter results by Contact Lens categories, you can pick from a list of categories, rather than manually typing the name of a category.

Updated flow designer

We've released a number of improvements to the flow designer experience to make building and editing flows easier.

Search for Amazon Connect users by first name, last name, login, and more

You can search for Amazon Connect users by first name, last name, user login, agent hierarchy, security profile, and routing profile. For example, you can search for all Amazon Connect users who have the first name "Jane."

Queue dashboard

You can visualize historical queue data by using time series graphs to help identify patterns, trends, and outliers specifically for Service Level, Contacts Queued, and Average Handle Time. For more information, see Visualize: Queue dashboard.

August 2022 Updates

Contact search: Apply "Match any" or "Match all" to Contact Lens category searches

When you search for contacts, and filter by Contact Lens categories, you can apply Match any or Match all to the search. For example, you can search contacts with both "category A" and "category B," or with either one of the two categories.

Evaluate calls for voice spoofing

Use Voice ID to evaluate calls for voice spoofing. For more information, see Voice spoofing detection and the Amazon Connect Voice ID API Reference.

Added SearchSecurityProfiles API

Added a new API for programmatically searching security profiles. For more information, see SearchSecurityProfiles.

Released Schedule Adherence (Preview)

Contact center supervisors or managers track schedule adherence to understand when agents are following the schedule that you have created. This helps ensure you achieve your service level targets, while improving agent productivity and customer satisfaction. For more information, see Schedule Adherence.

July 2022 Updates

Search for contacts by using the agent's first or last name

You can search for contacts using the agent's first or last name. The filter name is Agent.

Search contacts by agent's first or last name

The following image shows the Agent filter, and the option to choose agents by name.

Required permissions to "Agent" search filter

To use the Agent filter on the Contact search page, in your Amazon Connect security profile you must have Users - View permissions, as shown in the following image:

When you have Users - View permissions, on the Contact search page the Agent filter appears, as shown in the following image:

Without User - View permissions, the Agent filter is not visible, and searching contacts by Agent login is not supported, as shown in the following image:

Released updates for rich text format rendering

On the Contact Search and Contact Detail pages, you can now view chat transcripts that have rich text formatting, such as bold or italic font, bullet points, numbered lists, and hyperlinks. For more information about getting started with Amazon Connect Chat, see Set up your customer's chat experience.

View call transcript using the CCP or agent application

Agents can view call unredacted transcripts in the CCP and agent application. For more information, see View a call transcript during ACW.

June 2022 Updates

Support for Lex intent confidence scores and sentiment analysis

You can further personalize the automated self-service customer experience using Amazon Lex intent confidence scores and sentiment analysis as a branch within your flows. For more information, see the Get customer input block. For a list of new contact attributes, see Amazon Lex contact attributes.

Metrics Updates

The following updates were released in June 2022.

15 minute scheduled reports

You can now schedule historical metrics to refresh every 15 minutes. To select 15-minute schedules, select generate this report Hourly every .25 hours (this is the top most option in the second dropdown), for the previous .25 hours. The following image shows the values that you need to select.

Filter Real-Time Metrics Agent Table by Agent

You can now filter the agent table on the Real-Time Metrics page by agent. This filter functions the same as the existing queues, routing profiles, and agent hierarchy filters.

New contact transferred related metrics

We are upgrading the existing Contacts transferred in and Contacts transferred out historical metrics to have consistent definitions. We are adding Contacts transferred in by agent and Contacts transferred out by agent for more granular contact transferred related metrics.

Changes to real-time metrics agent tables

We are rolling out a new service to maintain the high availability from metrics that you expect from Amazon Connect. Due to this change, the agent tables are sorted by agent status instead of by agent login.

Additionally, the queues and routing profiles table are sorted by agents online instead of by queue or routing profile name.

Faster reload times for the Real-time metrics page

We are upgrading the performance of the Real-time metrics page so reload times are faster. The page will have the same functionality and user experience as the existing Real-time metrics page.

Released Amazon Connect Cases (Preview)

Amazon Connect Cases (Preview) allows your agents to quickly track and manage customer issues that require multiple interactions, follow-up tasks, and teams in your contact center. For more information, see Amazon Connect Cases (Preview) and Amazon Connect Cases API Reference (Preview).

GA for Amazon Connect outbound campaigns

Released Amazon Connect outbound campaigns, formerly known as High-volume outbound communications. This release includes a set of APIs for creating and managing outbound campaigns. For more information, see Enable Amazon Connect outbound campaigns and Amazon Connect Outbound Campaigns API Reference.

Released GetCurrentUserData API

Released the GetCurrentUserData API. It enables you to return the real-time active user data from the specified Amazon Connect instance.

Released task templates

You can now create custom task templates, making it easy for agents to consistently capture the relevant and required information to create or complete tasks. For more information, see Create task templates. For information about using the API to programmatically create and manage task templates, see the Amazon Connect API Reference and the Amazon Connect Resource Type Reference in the AWS CloudFormation User Guide.

New API to transfer contacts

Added a new API that you can use to transfer contacts from one agent or queue to another agent or queue at any point after a contact is created. You can transfer a contact to another queue by providing the flow which orchestrates the contact to the destination queue. This gives you more control over contact handling and helps you adhere to the service level agreement (SLA) guaranteed to your customers.

For information, see TransferContact in the Amazon Connect API Reference.

May 2022 Updates

Updated workflow for outbound campaigns

Updated the workflow for onboarding to outbound campaigns using the Amazon Connect and Amazon Pinpoint user interface. For more information, see Enable outbound campaigns.

Voice ID expires speakers

For BIPA Compliance, Amazon Connect Voice ID automatically expires speakers that have not been accessed for enrollment, re-enrollment, or successful authentication for three years. You can see a speaker's last access time by looking at the lastAccessedAt attribute returned by the DescribeSpeaker and ListSpeakers APIs.

For more information, see What data is stored? in the Use real-time caller authentication with Voice ID topic.

April 2022 Updates

New API to change an agent's current status

Amazon Connect provides an API to programmatically change the current status of an agent. Agent statuses are used to determine when an agent is Available to be routed contacts in Amazon Connect, versus when they are set to Offline or a custom status such as Lunch or Break and should not be routed contacts. For more information, see PutUserStatus in the Amazon Connect API Reference.

New API to search for users by name, agent hierarchies, and tags

Added API to search for user records in your Amazon Connect instance. This new API provides a programmatic and flexible way to search for users by first name, last name, username, routing profile, security profile, agent hierarchies or tags. For example, you can now use this API to search for all users tagged with a Department:key value pair. You can also quickly find a list of all users assigned to a specific security profile, routing profile, or agent hierarchy. For more information, see the Amazon Connect API Reference.

New APIs to claim and configure phone numbers

Added new APIs to claim new phone numbers and configure them programmatically. Using these APIs, you can programmatically search for and claim available phone numbers, associate phone numbers to flows, or release phone numbers that are no longer needed. Additionally, the phone number APIs come with support for AWS CloudFormation. For more information, see the Amazon Connect API Reference and the Amazon Connect Resource Type Reference in the AWS CloudFormation User Guide.

Telephony: Multi-party calls

You can enable Amazon Connect to allow up to six parties on a call: the agent, the caller, and four more participants. (By default, Amazon Connect allows agents to have up to three parties on a call: the agent, and caller, and another participant.) For more information, see Update instance settings. For more information, see Host multi-party calls.

For information about new functionality on the existing Connection and Contact API in Amazon Connect Streams, see the Amazon Connect Streams Readme.

The following sections describes how managing multi-party calls differs from managing three-party calls.

New behavior with multi-party calls

Comparison: Three-party and multi-party calls

The following table summarizes the differences between the agent's experience using the Contact Control Panel (CCP) for three-party calls and multi-party calls.

Play prompts from an Amazon S3 bucket

Added the ability to source prompts from an Amazon S3 bucket. You can store as many voice prompts as needed in Amazon S3 and access them in real time by using contact attributes in the following contact blocks that play prompts: Get customer input, Loop prompts, Play prompt, and Store customer input.

For more information, see the Play prompt block. For information about the policy required for Amazon Connect to access the Amazon S3 bucket, see Set up prompts to play from an S3 bucket in Amazon Connect.

CloudTrail support for queues and routing profiles

Amazon Connect records all changes made to users, routing profiles, and queues as events in AWS CloudTrail. For example, you can identify who took which action, what resources were acted upon, and when an event occurred. For more information, see Log Amazon Connect API calls with AWS CloudTrail.

March 2022 Updates

Rich messaging for chat

Added support for rich messaging for your customer's chat experience. Agents and customers can use bold, italics, bulleted lists, numbered lists, hyperlinks, and attachments. For more information, see Enable text formatting for your customer's chat experience.

Customer Profiles: Object type mapping user interface

Added a user interface for creating object type mapping by using the Amazon Connect admin console. For more information, see Create an object type mapping.

February 2022 Updates

Added bulk ingestion of data for Customer Profiles

Added support for the bulk ingestion of data for Customer Profiles. For more information, see Bulk ingestion of data in the Set up integration for Salesforce, ServiceNow, Marketo, or Zendesk topic.

New CloudWatch metrics for chat

Added the following Amazon CloudWatch metrics for chat: ConcurrentActiveChats, ConcurrentActiveChatsPercentage, ChatBreachingActiveChatQuota, and SuccessfulChatsPerInterval. For more information, see Monitoring your Amazon Connect instance using CloudWatch.

January 2022 Updates

Configure maximum chat duration up to 7 days

You can configure the maximum chat duration to last up to 7 days. For more information, see the ChatDurationInMinutes parameter in the StartChatContact API.

Add custom vocabularies to Contact Lens

Improve the accuracy of speech recognition for product names, brand names, and domain-specific terminology, by expanding and tailoring the vocabulary of the speech-to-text engine in Contact Lens. For more information, see Add custom vocabularies to Contact Lens using the Amazon Connect admin website.

Earlier Updates

December 2021 Updates

Communications widgets support browser notifications

The communications widget supports browser notifications for desktop devices. For more information, see Send browser notifications to customers when chat messages arrive.

Ingest data into Customer Profiles from Segment and Shopify

For more information, see Set up integration for Segment and Set up integration for Shopify.

November 2021 Updates

Released unified agent application

Amazon Connect released the unified agent application to improve the agent experience and customer interactions. For more information, see Agent training guide.

Released key highlights

Amazon Connect Contact Lens provides the option for you to view key highlights. The highlights show only those lines where Contact Lens has identified an issue, outcome, or action item in the transcript. For more information, see View key highlights of customer conversations in the Contact Control Panel (CCP).

Released Identity Resolution to consolidate similar profiles

Amazon Connect Customer Profiles offers Identity Resolution, a feature that is designed to automatically detect similar customer profiles by comparing name, email address, phone number, date of birth, and address. For example, two or more profiles with spelling mistakes, such as "John Doe" and "Jhn Doe," can be detected as belonging to the same customer "John Doe" using clustering and matching machine learning (ML) algorithms. Once a group of profiles are detected to be similar, admins can configure how profiles should be merged together by setting up consolidation rules by using the Amazon Connect admin console or Amazon Connect Customer Profiles APIs.

Amazon Connect Customer Profiles stores contact history at no charge

Amazon Connect Customer Profiles now provides contact history and customer information together in unified customer profiles at no charge, helping contact center managers personalize the contact center experience. In new instances, Customer Profiles is enabled by default. For more information, see Step 4: Data Storage in the Create an Amazon Connect instance topic.

Added modular flows to help you create common functions

Flow modules are reusable sections of a flow. You can create them to extract repeatable logic across your flows, and create common functions. For more information, see Flow modules for reusable functions.

New APIs to archive/unarchive and delete contact flows

Added new APIs that provide a programmatic and flexible way to manage your library of flows at scale. For example, flows used only during certain times of the year can be archived when not in use and then unarchived when needed. You can now also delete a flow so it is no longer available for use. For more information, see the Amazon Connect API Reference.

Search contacts by custom contact attributes

Added support for searching contacts by custom contact attributes (also called user-defined attributes). For more information, see Search by custom contact attributes.

Added Customer profiles block

Added the Customer profiles block. It enables you to retrieve, create, and update a customer profile.

Released Contact APIs

Added APIs so you can get and update contact details programmatically. For example, you can describe contact details such as queue information, chat attachments, task references, and update contact information such as task name. For more information, see DescribeContact, UpdateContact, and ListReferences in the Amazon Connect API Reference.

Released scheduled tasks

Added the ability to schedule tasks up to six days in the future to follow-up on customer issues when promised. You can also update the scheduled date and time using the UpdateContactSchedule API. For more information, see the Create task block and the Create a task topic in the Agent training guide.

Released security profiles APIs

Added APIs so you can create and manage security profiles programmatically. Security profiles help you manage who can access the Amazon Connect dashboard and Contact Control Panel (CCP), and who can perform specific tasks. For more information, see the Amazon Connect API Reference.

Changes to real-time metrics agent tables

We are rolling out a new service to maintain the high availability from metrics that you expect from Amazon Connect. Due to this change, the agent tables are sorted by agent status instead of by agent login.

Additionally, the queues and routing profiles table are sorted by agents online instead of by queue or routing profile name.

Added new metrics

Added following new historical metrics: Contacts transferred in by agent and Contacts transferred out by agent. Added new real-time metrics: Transferred in by agent and Transferred out by agent. For more information, see Historical metrics definitions and Real-time metrics definitions.

October 2021 Updates

Released real-time chat message streaming

You can subscribe to a real-time stream of chat messages. For more information, see Enable real-time chat message streaming.

Released HoursOfOperation APIs for General Availability

Released the Amazon Connect HoursOfOperation APIs for general availability (GA). Also launched AWS CloudFormation support for Users, User Hierarchies, and Hours of Operation. For more information, see the Amazon Connect API Reference and the AWS CloudFormation User Guide.

September 2021 Updates

Released Amazon Connect Wisdom General Availability

For more information, see Use Amazon Q in Connect for generative AI–powered agent assistance in real-time and the Amazon Q in Connect API Reference.

Amazon Connect Voice ID - General Availability

For more information, see Use real-time caller authentication with Voice ID and the Amazon Connect Voice ID API Reference.

Preview release of Amazon Connect outbound campaigns

Added content for the preview release of outbound campaigns. By using Amazon Pinpoint Journeys and Amazon Connect, you can now create outbound campaigns for voice, SMS, and email. For more information, see Enable outbound campaigns.

New Amazon AppIntegrations Service APIs

New DataIntegration APIs for the Amazon AppIntegrations Service: CreateDataIntegration, DeleteDataIntegration, GetDataIntegration, ListDataIntegrationAssociations, ListDataIntegrations, UpdateDataIntegration.

For more information, see Amazon AppIntegrations Service API Reference.

Display name and contact attributes in chat

You can now personalize the chat experience, as you can specify the name of your customer that interacts using the chat user interface. You can also securely pass the contact attributes to capture information about the contact which can be used in the flow to further personalize the experience. For more information, see Pass the customer display name when a chat initializes and Pass contact attributes when a chat initializes.

Preview of agent application

Launched an updated UI for the agent application preview that combines Customer Profiles and the Contact Control Panel (CCP). For more information, see Access Customer Profiles in the agent application.

Added Create task block

Added the Create task block. It creates a new task, sets the tasks attributes, and initiates a flow to start the task. For more information, see Flow block: Create task.

August 2021 Updates

Improved user interface for Amazon Connect console

Released a redesigned and improved user interface for the Amazon Connect console, making it easier and faster to manage Amazon Connect instances. For more information, see Create an Amazon Connect instance.

APIs for Hours of Operation and Agent Status (Preview)

Released for ungated preview new APIs for managing hours of operation and agent status. For more information, see Amazon Connect Service API Reference.

Contact Lens: Build rules that generate tasks and EventBridge events

Contact Lens rules now allow you to automatically generate tasks and EventBridge events based on uttered keywords, sentiment scores, customer attributes, and other criteria. For more information, see Create Contact Lens rules using the Amazon Connect admin website.

Networking: Allow AWS Global Accelerator

When using SAML Sign-In to your Amazon Connect instance, you now need to add the AWS Global Accelerator domain, *. awsglobalaccelerator.com, to your allow list. For more information, see Set up your network to use the Amazon Connect Contact Control Panel (CCP).

July 2021 Updates

"Next status" feature for the CCP

In busy contact centers, it can be difficult for agents to take a break or go offline when contacts are being quickly routed to them. To help agents manage their time, we have released a feature that lets agents pause new contacts being routed to them while they finish their current contacts. When all their slots are cleared, Amazon Connect automatically sets agents to the next status, such as Lunch.

For details about how agents use this feature, see Set your "Next status" in the Contact Control Panel (CCP).

Metrics: No changes due to "Next status"

When an agent is in Next status, their metrics are the same as when their status is Available.

For example, an agent is handling one contact and chooses Next status. Here's what you'll see in the real-time metrics report:

Non-productive time (NPT) is not incremented when an agent is in Next status because the agent is still Available. NPT increments only when the agent actually enters the non-productive status, such as Lunch.

Agent event stream has new NextAgentStatus field

When an agent sets their status to Next status, Amazon Connect populates a new NextAgentStatus field with the next status selected by the agent.

At the same time, the AgentStatus field continues to display Available.

The following code snippet shows what the agent event stream looks like when an agent has set their CCP to Next status: Lunch.

"CurrentAgentSnapshot": 
{
    "AgentStatus": {
            "ARN": "example-ARN",
            "Name": "Available",
            "StartTimestamp": "2019-08-13T20:52:30.704Z"
        },
     "NextAgentStatus": {
            "Name": "Lunch",
            "ARN": "example-ARN2",
            "EnqueueTimestamp": "2019-08-13T20:58:00.004Z",
        }
} 

When an agent has not selected a Next status, the field is null, as shown in the following snippet:

"CurrentAgentSnapshot": {
    "AgentStatus": {
            "ARN": "example-ARN",
            "Name": "Available",
            "StartTimestamp": "2019-08-13T20:52:30.704Z"
        },
     "NextAgentStatus": null
} 

Amazon Connect Streams API and "Next status"

The feature has the following effect:

Contact search: To search contacts by Agent login requires Users - View permissions in your security profile

To use the Agent filter on the Contact search page, in your Amazon Connect security profile you must have Users - View permissions, as shown in the following image:

When you have Users - View permissions, on the Contact search page the Agent filter appears, as shown in the following image:

Without User - View permissions, the Agent filter is not visible, and searching contacts by Agent login is not supported, as shown in the following image:

June 2021 Updates

Apple Messages for Business GA

Released Apple Messages for Business for general availability (GA). For more information, see Enable Apple Messages for Business with Amazon Connect.

Quick connects management API GA

Released Amazon Connect quick connects management API for general availability (GA). For more information, see Amazon Connect Service API Reference. The quick connects API also supports AWS CloudFormation. For more information, see Amazon Connect Resource Type Reference in the AWS CloudFormation User Guide.

Support for Amazon Lex V2 console and APIs

For more information on using the Amazon Lex V2 console with Amazon Connect, see Add an Amazon Lex bot. Added these three APIs: AssociateLexBot, DisassociateLexBot, and ListLexBots. See the Amazon Connect Service API Reference.

Chat: Increase to chat agent concurrency

Chat agents can now handle up to 10 concurrent chat contacts. For more information, see Create a routing profile.

May 2021 Updates

Added contact events

Subscribe to a near real-time stream of contact events (for example, call is queued) in your Amazon Connect contact center. For more information, see Amazon Connect contact events.

Contact search

The following changes were release for Contact search:

April 2021 Updates

Customer Profiles: Identity resolution

Added identity resolution APIs to Customer Profiles. For more information, see the GetMatches and MergeProfiles APIs in the Amazon Connect Customer Profiles API reference.

Contact Lens: Use category tags to navigate transcript

For more information, see Tap or click category tags to navigate through transcript.

Fixes for chat metrics

We released fixes for the following issues identified in chat metrics:

There is no impact to voice or task contacts.

Chat contacts created through disconnect flows no longer increment the following metrics:

In addition, note the following fixes for contact records and the agent event stream for chat contacts:

March 2021 Updates

Amazon Connect is now available in the Canada (Central) Region

Amazon Connect is now available in the Canada (Central) Region. You can claim toll-free and local telephone numbers from Canadian telephony suppliers. For a list of countries were the Canada (Central) Region is supported, see Region requirements for phone numbers. For a list of Contact Lens features available in the Canada (Central) Region, see Availability of Contact Lens features by Region.

Domain for new Amazon Connect instances is "my.connect.aws"

The domain for the Amazon Connect access URL has changed to my.connect.aws.

For example:

How does this change impact logging in to Amazon Connect?

The current access URL continues to work for Amazon Connect instances created before the release of the my.connect.aws domain. Any Amazon Connect instances created after the release automatically use the new domain.

Also, if you create new Amazon Connect instances after the release of the new domain, you must add new domains to your allowlist. These domains are in addition to the ones that are currently required.

Currently required domains added to your allow list:

New additional domains to add to your allowlist:

For more information, see Set up your network to use the Amazon Connect Contact Control Panel (CCP).

Schedule for domain change

The change has been rolled out to all Regions.

March 2021

The following updates were released in March 2021.

When customizing a historical metrics report, you have the option to select a 15 minutes interval, in addition to the current option of a 30 minutes interval.

The 15 minutes interval works the same as the 30 minutes interval. For example, you can query up to three days of data at a time, for the past 35 days.

Chat: Add a chat user interface your website

Added a communications widget that you can customize and secure so it can only be launched from your widget. For more information, see Set up your customer's chat experience in Amazon Connect.

Provided an open source example. For more information, see Customize chat with the Amazon Connect open source example.

Amazon Connect Endpoint Test Utility

To help you validate connectivity to Amazon Connect, or troubleshoot when your agents are experiencing problems with the Contact Control Panel (CCP), we've added the Amazon Connect Endpoint Test Utility. For more information, see Validate connectivity to Amazon Connect with the Endpoint Test Utility.

February 2021 Updates

Contact Lens: Availability of real-time analytics

Content Lens real-time analytics is available in Europe (London), Europe (Frankfurt), and Asia (Tokyo). For more information, see Contact Lens features by Region.

Ingest data into Customer Profiles using Amazon S3

Added the ability to create and ingest data from Amazon S3. For more information, see Create and ingest customer data into Customer Profiles.

Disconnect reason in contact record stream

The Amazon Connect contact records stream now includes DisconnectReason for voice calls and tasks. DisconnectReason indicates whether an agent or customer disconnected the call, or whether a telecom or network issue caused a call to disconnect. You can also determine whether a task was completed by an agent or an automatic flow, or it expired. For more information, see ContactTraceRecord.

Custom service levels

Added the ability to create custom service levels. For details, see New metric groupings and categories.

Metrics updates

The following updates were released in February 2021.

New metric groupings and categories

With the release of custom service level metrics, we also made the following changes:

Following is more information about these changes.

Real-time metrics: New Contact Service Level category

A new category of metrics appears on the Table settings page: Contact Service Level.

The following image shows this new category on the Table settings page, in an expandable group. Choose the arrow next to the group to view and select the metrics you want to add to your report.

Use the Contact Service Level category to choose pre-set service level metrics, and to create custom service level metrics.

The following image shows the user interface for creating custom service level metrics.

Historical metrics: New categories for metrics

To make it easier to find the historical metrics you want to add to a report, metrics on the Table settings page are grouped into the following categories:

Choose Add Custom SL to add custom service levels to your historical metrics report.

The order of the metric columns on the historical metrics reports has changed

The order of the metric columns on the historical metrics reports matches the updated grouping scheme and order of the metrics on the Table settings page.

This change supports the addition of custom service level metrics. It also allows us to make future improvements for where, for example, control of how a report looks resides on the Real-time metrics page and the Historical metrics page, not the Table settings page.

Note how metric columns now appear on reports:

Custom service level metrics

You have the ability to add custom service level metrics. You can also choose from additional durations, such as minutes, hours, or days.

The maximum duration for a custom service level is 7 days. That's because in Amazon Connect you can't have a contact that goes longer than 7 days.

Group by channel in a historical metrics report

January 2021 Updates

CCP: Change your audio settings

Added the ability to change audio settings from the Contact Control Panel (CCP). This applies to organizations using a customized CCP. For more information, see Change your audio device settings in the CCP or agent workspace.

Queue APIs (Preview)

Added APIs so you can programmatically create and manage queues. For more information, see Amazon Connect Service API Reference.

Amazon AppIntegrations APIs - GA

Released Amazon AppIntegrations APIs for general availability (GA). For more information, see Amazon AppIntegrations Service API Reference.

December 2020 Updates

Quick Connect APIs (Preview)

Added APIs so you can programmatically create and manage quick connects. For more information, see Amazon Connect Service API Reference.

Chat: Support for attachments

Added support for chat attachments. For more information, see Enable attachments in your CCP so customers and agents can share and upload files.

Added the following APIs:

Configurable DTMF timeouts for Lex bots

For more information, see Configurable fields for DTMF input.

Tasks

Added support for tasks, allowing you to prioritize, assign, track, and even automate tasks across the disparate tools agents use to support customers. For more information, see The task channel in Amazon Connect.

Amazon Connect APIs

Added an Amazon Connect API that provides the ability to create tasks (StartTaskContact), and a set of preview APIs.

Preview APIs:

Amazon AppIntegrations APIs (Preview)

Added the Amazon AppIntegrations APIs (Preview), which enables you to configure and reuse connections to external applications. For more information, see Amazon AppIntegrations Service API Reference (Preview).

Customer Profiles

Added Amazon Connect Customer Profiles, enabling agents to create a customer profile for every new contact that comes in. You can also integrate with external applications that provide customer profile data. For more information, see Use Amazon Connect Customer Profiles and the Amazon Connect Customer Profiles API Reference.

Real-time analytics using Contact Lens

Added real-time analytics for Contact Lens so you can detect and resolve customer issues more proactively while the call is in progress. For more information, see Analyze conversations using conversational analytics in Amazon Connect Contact Lens and the Amazon Connect Contact Lens API Reference.

Amazon Connect Voice ID (Preview)

Added Amazon Connect Voice ID (Preview), which provides for real-time caller authentication. For more information, see Use real-time caller authentication with Voice ID in Amazon Connect.

Amazon Connect Wisdom (Preview)

Added Amazon Connect Wisdom (Preview), which enables agents to search and find content across multiple repositories, such as frequently asked questions (FAQs), wikis, articles, and step-by-step instructions for handling different customer issues.

Amazon Connect with Apple Messages for Business (Preview)

Added support for using Amazon Connect with Apple Messages for Business. For more information, see Enable Apple Messages for Business with Amazon Connect.

November 2020 Updates

Telephony call metadata attributes

View historical changes

Chat

APIs

October 2020 Updates

The following updates were released in October 2020:

Flows

Metrics

September 2020 Updates

The following updates were released in September 2020:

Service quotas

Flows

APIs

Added the following APIs for flows:

Added the following API to list prompts:

Added the following APIs for routing profiles:

August 2020 Updates

The following updates were released in August 2020:

Flows

Telephony

Monitoring

Contact Lens for Amazon Connect

July 2020 Updates

The following updates were released in July 2020:

Flows

APIs

Contact Lens for Amazon Connect

Metrics

June 2020 Updates

The following updates were released in June 2020:

June 2020: Changes for omnichannel support

Group by channel

Group by queue in historical metrics reports

In the historical metrics report, when you group or filter metrics by Queue, the results for the following metrics aren't accurate:

Because of this, on the Table Settings page, Metrics tab, these metrics are inactive, as shown in the following image:

In addition, in the historical metrics report, Amazon Connect displays a hyphen (-) in place of results for these metrics, and the cells are inactive (gray).

Effect of queue grouping on saved and scheduled reports

If the Queue grouping or filter is used on the following reports, note these effects:

Agent on contact time (not supported in queue grouping as of June, 2020)

On historical metrics reports when an agent handles multiple chats concurrently, Agent on contact time shows wall clock time: the amount of time spent chatting. However, there isn't a metric that shows the time an agent spends chatting with each contact.

In addition, no results are returned when you use the Queue grouping or filter with Agent on contact time.

Agent idle time (not supported in queue grouping as of June, 2020

The Agent idle time metric divides the idle time into each queue associated with the agent. When contacts are grouped or filtered by Queue, however, Amazon Connect doesn't provide an accurate view into the how the agent is working. Because of this, Amazon Connect doesn't show Agent idle time when you apply the Queue grouping or filter to your report.

Occupancy (not supported in queue grouping as of June, 2020)

With the addition of chat, the Occupancy metric is now defined as the percentage of time that an agent was active on contacts. This percentage is calculated as follows:

Because Agent idle time is now inaccurate when contacts are grouped or filtered by Queues, the Occupancy metric is also inaccurate. As a result, when contacts are grouped or filtered by Queues, Occupancy doesn't appear on the report.

Occupancy no longer appears on the Dashboard page.

Contact Control Panel (CCP)

Flows

May 2020 Update

The following updates were released in May 2020:

Flows

April 2020 Update

The following updates were released in April 2020:

Telephony

March 2020 Update

The following updates were released in March 2020:

Flows

Metrics

Networking

February 2020 Update

The following updates were released in February 2020:

Service Quotas

Flows

Updated the following blocks so you can set contact attributes:

January 2020 Update

The following updates were released in January 2020:

Contact Control Panel (CCP)

The following updates were made to the updated Contact Control Panel (ccp-v2):

Networking

December 2019 Update

The following update was released in December 2019:

Monitoring

November 2019 Update

The following updates were released in November 2019:

Omnichannel Support

November 2019

Name changes for "Missed" and "Agent status" and "On call"

The following real-time metrics were renamed:

For each metric, existing saved reports automatically start displaying the new name; you don't need to do anything for the new name to appear in your reports.

The column order for a saved report containing one of these metrics stays the same. For example, if you previously saved a report where Agent status was the third metric, now when you open that saved report, Agent activity is the name for the third metric.

For Missed, only the name of the metric changed; the underlying calculation stayed the same. We've changing the name of this metric to Agent non-response so it better reflects its definition:

For On call, the name change to On Contact applies to the Real-time metrics UI only. You can continue using AGENTS_ON_CALL with the GetCurrentMetricData API to retrieve data for this metric.

Label updates for "Agent activity" and "Contact state"

Labels are the values returned in a report. For example, in the following image Available and Basic Routing Profile are labels.

For Agent Activity and Contact State, we renamed some of the labels that describe what the agent's current activity is and what's happening with the contact they are currently working on. This way, the labels in the Real-Time Metrics report are more consistent with the labels the agent sees in the Contact Control Panel. They also align with the data returned about these different states in other parts of Amazon Connect.

When the name of Agent Status changed to Agent Activity, the following labels changed, too:

The following table shows the how the labels changed for Contact State.

Flows

Added the following flow blocks:

Updated the following flow blocks for chat:

User Management

Live Media Streaming

API

Contact Control Panel (CCP)

October 2019 Update

The following update was released in October 2019:

Metrics

June 2019 Update

The following update was released in June 2019:

Flows

May 2019 Updates

The following updates were released in May 2019:

Metrics and Reporting

Contact Control Panel

April 2019 Updates

The following updates were released in April 2019:

Contact Control Panel

March 2019 Update

The following updates were released in March 2019:

Metrics and Reporting

Contact Control Panel

February 2019 Updates

The following updates were released in February 2019:

Contact Routing

Flows

Metrics and Reporting

Contact Control Panel (CCP)

January 2019 Updates

The following updates were released in January 2019:

Contact Routing

Flows

Metrics and Reporting

December 2018 Updates

The following updates were released in December 2018:

Metrics and Reporting

Contact Control Panel (CCP)

November 2018 Updates

The following updates were released in November 2018:

General

Flows

Metrics and Reporting

October 2018 Updates

The following updates were released in October 2018:

General

Metrics and Reporting

API

September 2018 Updates

The following updates were released in September 2018:

General

API

August 2018 Updates

The following updates were released in August 2018:

General

Contact Routing

Metrics and Reporting

July 2018 Updates

The following updates were released in July 2018:

New Features

General

Metrics and Reporting

Flows

June 2018 Updates

The following updates were released in June 2018:

General

Telephony and Voice

Flows

Metrics and Reporting

Contact Control Panel (CCP)

April and May 2018 Updates

The following updates were released in April and May 2018:

General

Telephony and Voice

Flows

Metrics and Reporting

Contact Control Panel (CCP)