AWS connect documentation change
Summary
Added documentation about new feature allowing agents to exchange shifts with each other, and restructured multi-party call documentation by removing detailed comparison table and consolidating information into linked topics.
Security assessment
The changes focus on new functionality (shift exchanges) and documentation reorganization. There is no mention of security vulnerabilities, fixes, or new security features.
Diff
diff --git a/connect/latest/adminguide/amazon-connect-release-notes.md index 8e06c544f..8123c0e83 100644 --- a/connect/latest/adminguide/amazon-connect-release-notes.md +++ b/connect/latest/adminguide/amazon-connect-release-notes.md @@ -12,0 +13,6 @@ We recommend subscribing to the RSS feed so updates to these notes are delivered +### Allow agents to exchange shifts with each other + +Agents can initiate shift trades directly with each other, allowing them to manage unexpected life events without using time off. Managers can automate some approvals while ensuring others are approved manually. This option reduces their work without sacrificing controls when needed. For example, supervisors can automate approvals for agents handling non-critical tasks, such as routine customer inquiries, while manually approving requests from agents who handle sensitive customer segments, like healthcare or high-value enterprise accounts. + +For more information, see [Create shift trade groups](./scheduling-create-shift-trade-groups.html) and [Set up shift exchange in Amazon Connect](./shift-exchange.html). + @@ -1776,12 +1782 @@ Added new APIs to claim new phone numbers and configure them programmatically. U -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](https://docs.aws.amazon.com/connect/latest/adminguide/update-instance-settings.html). For more information, see [Host multi-party calls](./multi-party-calls.html). - -For information about new functionality on the existing Connection and Contact API in Amazon Connect Streams, see the [Amazon Connect Streams Readme](https://github.com/amazon-connect/amazon-connect-streams/blob/master/README.md). - -The following sections describes how managing multi-party calls differs from managing three-party calls. - -###### Contents - - * New behavior with multi-party calls - - * Comparison: Three-party and 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.) @@ -1788,0 +1784 @@ The following sections describes how managing multi-party calls differs from man +For more information, see the following topics: @@ -1789,0 +1786 @@ The following sections describes how managing multi-party calls differs from man + * [Comparison of enhanced contact monitoring (multi-party) and three-party functionality in Amazon Connect](./three-party-multi-party-comparison.html) @@ -1791 +1788 @@ The following sections describes how managing multi-party calls differs from man -#### New behavior with multi-party calls + * [Enable enhanced multi-party contact monitoring in Amazon Connect](./monitor-conversations.html) @@ -1793,16 +1789,0 @@ The following sections describes how managing multi-party calls differs from man - * All agents see all of the connections in a call. - - * All agents have exactly the same capabilities as any other agent on the call. This takes into affect the moment an agent accepts the invitation to join the call. - - * Before a warm transfer is complete, an agent can start talking to the caller as well as disconnect any other agent on the call. - - - - -#### 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. - - * Primary agent: the first agent on the call. - - * Secondary agent: any agent other than the first agent on the call. @@ -1811,0 +1793 @@ The following table summarizes the differences between the agent's experience us +For information about new functionality on the existing Connection and Contact API in Amazon Connect Streams, see the [Amazon Connect Streams Readme](https://github.com/amazon-connect/amazon-connect-streams/blob/master/README.md). @@ -1813,13 +1795 @@ The following table summarizes the differences between the agent's experience us -Three-party calls | Multi-party calls ----|--- -Agent can control hold, resume, and disconnect only the parties they added. | All agents are have the same call control capabilities. -Agent can add one other participant to an existing call, for a total of three participants (the agent, the caller, and another participant). | Any agent on the call can add additional participants, as long as the total number of participants on the call, including themselves, does not exceed six. -Agent can put only the party they added on hold. | Any agent on the call can put any party on hold. -When a primary agent places a secondary agent on hold, the secondary agent can't take themselves off hold. | Any agent on the call can take themselves off hold. -Secondary agent can talk to the primary agent during hold. | Secondary agents cannot talk to each other until they are taken off hold. -Primary agent can only mute themselves. Secondary agent can only mute themselves. | Any agent on the call can mute any other participant on the call. -When an agent disconnects (leaves or is disconnected), call control continues to be available to the remaining agent(s) on the call. | When an agent disconnects, control of the call is transferred to the remaining agents. -Only the primary agent can disconnect a party on the call. The secondary agent can disconnect the caller only if the primary agent has disconnected. | All agents have the capability to disconnect any other party. -The primary agent can see two connections (caller and another party), while a secondary agent sees only the transfer connection. | All agents can see all connections. -An agent only sees **internal transfer** for another agent on the call. | An agent sees the quick connect ID for other agents, instead of just **internal transfer**. -Not applicable. | When an party is being dialed, an agent on a multi-party call cannot add another party until the prior dial operation is completed (party added or call leg terminated). +The following sections describes how managing multi-party calls differs from managing three-party calls.