AWS connect documentation change
Summary
Restructured release notes by collapsing older monthly updates under 'Earlier Updates' section and demoting heading levels for subsections
Security assessment
Changes are organizational/structural improvements to documentation formatting without any mention of security vulnerabilities, fixes, or new security features. All modifications relate to section hierarchy and content grouping.
Diff
diff --git a/connect/latest/adminguide/amazon-connect-release-notes.md b/connect/latest/adminguide/amazon-connect-release-notes.md index f354fb95d..96cf2a975 100644 --- a//connect/latest/adminguide/amazon-connect-release-notes.md +++ b//connect/latest/adminguide/amazon-connect-release-notes.md @@ -5 +5 @@ -March 2025 UpdatesFebruary 2025 UpdatesJanuary 2025 UpdatesDecember 2024 UpdatesNovember 2024 UpdatesOctober 2024 UpdatesSeptember 2024 UpdatesAugust 2024 UpdatesJuly 2024 UpdatesJune 2024 UpdatesMay 2024 UpdatesApril 2024 UpdatesMarch 2024 UpdatesFebruary 2024 UpdatesJanuary 2024 UpdatesDecember 2023 UpdatesNovember 2023 UpdatesOctober 2023 UpdatesSeptember 2023 UpdatesAugust 2023 UpdatesJuly 2023 UpdatesJune 2023 UpdatesMay 2023 UpdatesApril 2023 UpdatesMarch 2023 UpdatesFebruary 2023 UpdatesJanuary 2023 UpdatesDecember 2022 UpdatesNovember 2022 UpdatesOctober 2022 UpdatesSeptember 2022 UpdatesAugust 2022 UpdatesJuly 2022 UpdatesJune 2022 UpdatesMay 2022 UpdatesApril 2022 UpdatesMarch 2022 UpdatesFebruary 2022 UpdatesJanuary 2022 UpdatesEarlier Updates +March 2025 UpdatesFebruary 2025 UpdatesJanuary 2025 UpdatesEarlier Updates @@ -214 +214,3 @@ You can monitor real-time agent activity and take immediate actions such as list -## December 2024 Updates +## Earlier Updates + +### December 2024 Updates @@ -216 +218 @@ You can monitor real-time agent activity and take immediate actions such as list -### Route to a specific range of agent proficiencies +#### Route to a specific range of agent proficiencies @@ -220 +222 @@ Amazon Connect allows you to target a range of agent proficiency levels, such as -### Exclude certain proficiencies during routing +#### Exclude certain proficiencies during routing @@ -224 +226 @@ Amazon Connect allows you to exclude certain proficiencies from consideration wh -### Delete queues and routing profiles by using the Amazon Connect admin website +#### Delete queues and routing profiles by using the Amazon Connect admin website @@ -228 +230 @@ You can use the Amazon Connect admin website to permanently delete queues and ro -### Amazon Q in Connect supports 64 languages for agent assistance capabilities +#### Amazon Q in Connect supports 64 languages for agent assistance capabilities @@ -234 +236 @@ For more information, see [Set the language for Amazon Q in Connect](./configure -### Multi-party chat +#### Multi-party chat @@ -240 +242 @@ For more information, see [Host multi-party chats](./multi-party-chat.html). -### Authenticate customers during a chat +#### Authenticate customers during a chat @@ -246 +248 @@ For more information, see [Set up customer authentication](./customer-auth.html) -### Agent schedule data in Analytics data lake +#### Agent schedule data in Analytics data lake @@ -252 +254 @@ For more information, see [Scheduling data in Amazon Connect Analytics data lake -### Configure holidays and other overrides to hours of operation +#### Configure holidays and other overrides to hours of operation @@ -258 +260 @@ For more information, see [Set overrides for extended, reduced, and holiday hour -### Amazon Connect supports push notifications for mobile chat on iOS and Android devices +#### Amazon Connect supports push notifications for mobile chat on iOS and Android devices @@ -262 +264 @@ Amazon Connect supports push notifications for mobile chat on iOS and Android de -### Configure tasks to expire up to 30 days from creation +#### Configure tasks to expire up to 30 days from creation @@ -266 +268 @@ You can set task durations to expire up to 30 days from creation, with a default -### Track the originating agent when they create a task manually +#### Track the originating agent when they create a task manually @@ -270 +272 @@ You can track the originating agent when they create a task manually from the ag -### Provide callbacks for customers who use chat, tasks, and email +#### Provide callbacks for customers who use chat, tasks, and email @@ -274 +276 @@ You can enable customers to request callbacks from chats, tasks, and email, in a -### Collect sensitive customer data within chats without requiring the customer to switch channels +#### Collect sensitive customer data within chats without requiring the customer to switch channels @@ -278 +280 @@ Amazon Connect makes it easier for you to collect sensitive customer data and de -### Proactive outbound engagement in the Amazon Connect admin website +#### Proactive outbound engagement in the Amazon Connect admin website @@ -295 +297 @@ For more information, see [Use the segment AI assistant in Amazon Connect](./cus -### Generative AI-powered self-service with Amazon Q in Connect +#### Generative AI-powered self-service with Amazon Q in Connect @@ -299 +301 @@ Amazon Q in Connect, a generative-AI powered assistant for customer service, sup -### AI guardrails for Amazon Q in Connect +#### AI guardrails for Amazon Q in Connect @@ -303 +305 @@ Amazon Q in Connect, a generative AI powered assistant for customer service, ena -### Built-in dashboards to analyze conversational AI bot performance +#### Built-in dashboards to analyze conversational AI bot performance @@ -309 +311 @@ For more information, see [Flows and conversational bot performance dashboard](. -### Create conversational AI bots by using the Amazon Connect admin website +#### Create conversational AI bots by using the Amazon Connect admin website @@ -317 +319 @@ For a list of new metrics included in this release, see [Amazon Connect bot metr -### Record audio during IVR and other automated interactions +#### Record audio during IVR and other automated interactions @@ -323 +325 @@ For more information, see [Monitor automated interactions (IVR) in Amazon Connec -### Intraday forecast dashboards +#### Intraday forecast dashboards @@ -331 +333 @@ For more information, see [Intraday forecast performance dashboard](./intraday-f -### Automatically categorize your contacts using generative AI +#### Automatically categorize your contacts using generative AI @@ -335 +337 @@ Amazon Connect Contact Lens allows you to automatically categorize your contacts -### Amazon Connect Contact Lens automates agent performance evaluations using generative AI +#### Amazon Connect Contact Lens automates agent performance evaluations using generative AI @@ -339 +341 @@ Amazon Connect Contact Lens provides you with the ability to use generative AI t -### Integrate WhatsApp with Amazon Connect +#### Integrate WhatsApp with Amazon Connect @@ -343 +345 @@ You can integrate WhatsApp with Amazon Connect and enable customers to use Whats -### Amazon Connect supports external voice transfers to other voice systems +#### Amazon Connect supports external voice transfers to other voice systems @@ -349 +351 @@ For more information, see [Set up Amazon Connect external voice transfer to an o -### Integrate Amazon Connect Contact Lens with on-premise voice systems +#### Integrate Amazon Connect Contact Lens with on-premise voice systems @@ -355 +357 @@ For more information, see [Integrate Amazon Connect Contact Lens with external v -## November 2024 Updates +### November 2024 Updates @@ -357 +359 @@ For more information, see [Integrate Amazon Connect Contact Lens with external v -### Amazon Connect Email is generally available +#### Amazon Connect Email is generally available @@ -365 +367 @@ This release includes additional APIs. For more information, see [Email actions] -### Amazon Connect Contact Lens launches calibrations for agent performance evaluations +#### Amazon Connect Contact Lens launches calibrations for agent performance evaluations @@ -369 +371 @@ You can conduct calibration sessions to drive consistency and accuracy in how ma -### Amazon Connect offers personalized and proactive engagement capabilities +#### Amazon Connect offers personalized and proactive engagement capabilities @@ -373 +375 @@ Amazon Connect offers a set of capabilities to help you proactively address cust -### Create custom dashboards +#### Create custom dashboards @@ -377 +379 @@ You can create custom dashboards, as well as add and remove widgets from existin -## October 2024 Updates +### October 2024 Updates @@ -379 +381 @@ You can create custom dashboards, as well as add and remove widgets from existin -### Callbacks for a chat or task contact +#### Callbacks for a chat or task contact @@ -383 +385 @@ Your customers can request voice callbacks by sending you a chat and task, in ad -### Monitor Amazon Q in Connect by using CloudWatch Logs +#### Monitor Amazon Q in Connect by using CloudWatch Logs @@ -387 +389 @@ To gain visibility into the real-time recommendations that Amazon Q in Connect p -### Forecasting data in Amazon Connect Analytics data lake +#### Forecasting data in Amazon Connect Analytics data lake @@ -393 +395 @@ For more information about the content of the forecasting tables in the data lak -### Use screen sharing with web and video calls +#### Use screen sharing with web and video calls @@ -397 +399 @@ You can use screen sharing with Amazon Connect web and video calls, and pass con -### Amazon Connect Chat provides SDKs for iOS and Android +#### Amazon Connect Chat provides SDKs for iOS and Android @@ -401 +403 @@ Amazon Connect Chat provides SDKs for iOS and Android, allowing you to deliver n -### Amazon Q in Connect adds personalized guidance for agents +#### Amazon Q in Connect adds personalized guidance for agents @@ -407 +409 @@ For more information, see [Use Amazon Q in Connect for generative AI–powered a -### Added new configuration capabilities to metrics dashboards +#### Added new configuration capabilities to metrics dashboards @@ -422 +424 @@ For more information, see [Dashboards in Amazon Connect for getting contact cent -## September 2024 Updates +### September 2024 Updates @@ -424 +426 @@ For more information, see [Dashboards in Amazon Connect for getting contact cent -### Send message flow block to initiate outbound SMS contacts +#### Send message flow block to initiate outbound SMS contacts @@ -428 +430 @@ Amazon Connect supports the ability to initiate outbound SMS contacts, enabling -### Enhancements for automated evaluations +#### Enhancements for automated evaluations @@ -441 +443 @@ For more information, see [Create a rule in Contact Lens that submits an automat -## August 2024 Updates +### August 2024 Updates @@ -443 +445 @@ For more information, see [Create a rule in Contact Lens that submits an automat -### Contact Lens supports additional languages +#### Contact Lens supports additional languages @@ -449 +451 @@ With this launch, Contact Lens conversational analytics provides transcription s -### View the Intraday forecast performance dashboard +#### View the Intraday forecast performance dashboard @@ -453 +455 @@ Use the Intraday forecast performance dashboard to view forecasts that are updat -### View an audit trail for changes to an agent performance evaluation +#### View an audit trail for changes to an agent performance evaluation @@ -459 +461 @@ When an evaluator submits changes to an existing evaluation, managers can view a -### Specify a flow that runs when a callback is created +#### Specify a flow that runs when a callback is created @@ -463 +465 @@ You can specify a flow that runs when a callback is created for customers who wa -### Updates to filter comparison operator and metric results dimension for the GetMetricDataV2 API +#### Updates to filter comparison operator and metric results dimension for the GetMetricDataV2 API @@ -469 +471 @@ The metric results empty dimension values were also updated to be consistent in -### Programmatically set routing criteria on a contact via the UpdateContactRoutingData API +#### Programmatically set routing criteria on a contact via the UpdateContactRoutingData API @@ -473 +475 @@ You can now use the `UpdateContactRoutingData` API to programmatically update th -### Amazon Connect supports audio optimization for Amazon WorkSpaces cloud desktops +#### Amazon Connect supports audio optimization for Amazon WorkSpaces cloud desktops @@ -477 +479 @@ You can deliver high-quality voice experiences in Amazon WorkSpaces Virtual Desk -## July 2024 Updates +### July 2024 Updates @@ -479 +481 @@ You can deliver high-quality voice experiences in Amazon WorkSpaces Virtual Desk -### Configure when whisper flows are used +#### Configure when whisper flows are used @@ -483 +485 @@ You can configure when whisper flows are used during a contact. For example, you -### Download screen recordings from the Contact details page +#### Download screen recordings from the Contact details page @@ -487 +489 @@ You can download screen recordings from the **Contact details** page in the Amaz -### Updated `AmazonConnectSynchronizationServiceRolePolicy` service-linked role managed policy +#### Updated `AmazonConnectSynchronizationServiceRolePolicy` service-linked role managed policy @@ -491 +493 @@ Updated the service-linked role managed policy with additional permissions for M -### Dashboard and metrics for outbound campaigns +#### Dashboard and metrics for outbound campaigns @@ -514 +516 @@ Following are new historical metrics for outbound campaigns: -### Amazon Connect Client Application v2.0.1 is available +#### Amazon Connect Client Application v2.0.1 is available @@ -518 +520 @@ Released Amazon Connect Client Application v2.0.1. This version includes bug fix -### Faster generative AI-powered post-contact summaries for agents ACW +#### Faster generative AI-powered post-contact summaries for agents ACW @@ -524 +526 @@ These faster summaries are available by using APIs and Amazon Kinesis Data Strea -### More options for searching for resources on the Amazon Connect admin website +#### More options for searching for resources on the Amazon Connect admin website @@ -543 +545 @@ For example, as you start typing the name of the resource, any results that matc -### Automated rotation of agent shifts +#### Automated rotation of agent shifts @@ -547 +549 @@ You can create a pattern of shifts that agents will repeatedly rotate through (f -## June 2024 Updates +### June 2024 Updates @@ -549 +551 @@ You can create a pattern of shifts that agents will repeatedly rotate through (f -### Updates to Routing Profiles and Queues Search APIs +#### Updates to Routing Profiles and Queues Search APIs @@ -553 +555 @@ You can search for routing profiles by associated queues, and search for queues -### New definitions for NextContactId and PreviousContactId +#### New definitions for NextContactId and PreviousContactId @@ -557 +559 @@ You can search for routing profiles by associated queues, and search for queues -### Amazon Connect outbound campaigns performance dashboard +#### Amazon Connect outbound campaigns performance dashboard @@ -561 +563 @@ You can use the outbound campaigns performance dashboard to understand the perfo -### Route contact within a queue to a specific agent