Amazon Release Notes

Today, Amazon EC2 R9g and R9gd instances are generally available, powered by AWS Graviton5 processors. R9g instances are memory-optimized and deliver up to 25% better compute performance compared to Graviton4-based R8g instances, powered by the most energy efficient processor AWS has ever built.

R9g instances are ideal for memory-intensive workloads including databases, in-memory caches (Valkey, Redis, MemCached), real-time big data analytics, Linux-based workloads including containerized and micro-service-based applications (e.g. Kubernetes, Docker, EKS, ECS), as well as applications written in popular programming languages such as C/C++, Rust, Go, Java, Python, .NET Core, Node.js, Ruby, and PHP.

R9gd instances include local NVMe-based SSD block-level storage, ideal for memory-intensive workloads requiring fast, low-latency local storage such as open-source databases, distributed real-time big data analytics, large in-memory databases, and large caching workloads.

If you’re running workloads on R8g instances today, R9g gives you more performance per vCPU with faster memory, higher network and Amazon EBS bandwidth, and a larger L3 cache, all while using less energy.

What makes R9g different
Graviton5 processors bring several hardware improvements over Graviton4:

• Up to 25% higher compute performance per vCPU …

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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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