AWS connect documentation change
Summary
Added documentation entry for new SLA tracking feature
Security assessment
Routine documentation update tracking feature releases without security context
Diff
diff --git a/connect/latest/adminguide/doc-history.md b/connect/latest/adminguide/doc-history.md index 792fb235b..cf4ea434c 100644 --- a//connect/latest/adminguide/doc-history.md +++ b//connect/latest/adminguide/doc-history.md @@ -12,0 +13 @@ Change| Description| Date +Track and meet service level agreements (SLAs) on cases| Amazon Connect Cases provides capabilities to help contact centers track and meet service level agreements (SLAs) on cases. Using the Amazon Connect admin website, admins can set up SLA rules based on case attributes and configure target statuses and resolution times without having to write code. Agents and managers can view the real-time SLA status directly in their case list view to prioritize urgent work, while admins can create rules to automatically escalate cases when SLAs are not met. For more information, see [How SLAs work in Amazon Connect Cases](https://docs.aws.amazon.com/connect/latest/adminguide/cases-sla.html).| April 17, 2025