Amazon Connect Updates & Release Notes

To learn more, see Enable persistent connection.

Amazon Connect Customer now lets managers chat with their data (Preview)

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With Connect Customer, managers can now ask questions about their contact center in plain language and get back the answer, the evidence behind it, and a recommended next step in seconds, instead of digging through dashboards to work out what is driving performance. It searches across more than 150 metrics spanning self-service, agent performance, and queue performance to surface what matters, explain why, and recommend what to do next. For example, a manager can ask which queues are the best candidates for automation and receive a prioritized list with confidence scores and projected impact, based on where handle time and after-contact work run highest.

This capability is in preview. For more information, see Manager assist in Connect Customer.

Available in all AWS Regions where Connect Customer AI Agents are supported.

Amazon Connect Customer now automatically refreshes scheduling metrics

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

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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 Connect Customer 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 Connect Customer Managed Synchronization.

Added conversational analytics conversational analytics metrics to the GetMetricDataV2 API

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You can analyze aggregate agent and contact performance using conversational analytics 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 Metric definitions in Connect Customer.

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

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The values 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.

The Agents filter.

New contact transferred related metrics

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We upgraded the existing Contacts transferred in and Contacts transferred out metrics to have consistent definitions. We added 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

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We are rolling out a new service to maintain the high availability from metrics that you expect from Connect Customer. 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. …

Amazon Connect Customer now sets concurrency limits by workload type for Tasks and Emails

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With Connect Customer, you can now set concurrency and interruption limits for specific kinds of Task and Email work instead of applying one limit to an entire channel. A single channel-level limit forced a tradeoff: set it low to protect agents on complex contacts and you throttle throughput on simple ones; set it high and agents get buried in the hard ones. You can now classify Task and Email contacts into workload types by complexity, priority, or business function, and give each its own limits. For example, agents can take up to 3 simple, low-effort Tasks at once while complex, high-attention Tasks are capped at 1.

On the channels and concurrency page, define your workload types and set each one's limits. For more information, see the Amazon Connect Administrator Guide.

Available in all AWS commercial Regions and the AWS GovCloud (US-West) Region where Connect Customer is offered.

Amazon Connect Customer announces general availability of Agentic CX designer

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Released Connect Customer 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 Connect Customer Client Application.

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

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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 Connect Customer.

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

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You have more options for searching resources on the Connect Customer 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. …

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

Added "View my contacts" permission

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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 conversational analytics, agents can also review the analyzed recording and transcripts of the contact. For more information, see Assign permissions to use conversational analytics in Connect Customer.

Streams API upgrade for third-party cookies

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

Create alerts on real-time metrics

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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 Connect Customer. …

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The Connect Customer 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 Connect Customer Client Application topic.

Connect Customer Cases provides case assignment

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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 Connect Customer Cases.

conversational analytics Conversational Analytics metrics in the API

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