AWS connect documentation change
Summary
Added multiple new features to release notes including enhanced audio treatment, UI improvements for no-code builder, CSV-based segment creation in Customer Profiles, additional chat metrics, instance replication between Tokyo and Osaka regions, customizable work labels, and third-party activity ingestion
Security assessment
The changes describe new features and improvements related to user experience, metrics, regional replication, and integration capabilities. No security vulnerabilities, patches, or explicit security controls are mentioned. The profile expiry settings in Customer Profiles segment creation could relate to data retention policies but isn't explicitly framed as a security measure.
Diff
diff --git a/connect/latest/adminguide/amazon-connect-release-notes.md b/connect/latest/adminguide/amazon-connect-release-notes.md index f718e0821..235236805 100644 --- a//connect/latest/adminguide/amazon-connect-release-notes.md +++ b//connect/latest/adminguide/amazon-connect-release-notes.md @@ -5 +5 @@ -Amazon Connect Customer Profiles Profile ExplorerAmazon Connect Customer Profiles enhanced calculated attributesExternal voice transfer available in five more RegionsEnhanced hold duration tracking for multiparty callsUpdates to email quotasMay UpdatesApril 2025 UpdatesMarch 2025 UpdatesFebruary 2025 UpdatesJanuary 2025 UpdatesEarlier Updates +Enhanced audio treatment for customers in queueImproved UI for No-code builderSegment creation from imported files in Customer ProfilesAdditional chat metricsCreate instance replication between Asia Pacific (Tokyo) and Asia Pacific (Osaka)Use customizable work labels for agent schedulingIngest agent activities from third-party applications to evaluate agent performanceAmazon Connect Customer Profiles Profile ExplorerAmazon Connect Customer Profiles enhanced calculated attributesExternal voice transfer available in five more RegionsEnhanced hold duration tracking for multiparty callsUpdates to email quotasMay UpdatesApril 2025 UpdatesMarch 2025 UpdatesFebruary 2025 UpdatesJanuary 2025 UpdatesEarlier Updates @@ -10,0 +11,72 @@ We recommend subscribing to the RSS feed so updates to these notes are delivered +## Enhanced audio treatment for customers in queue + +The Loop prompts block allows you to run flow logic while continuing to play audio to customers waiting in queue. You can check metrics and modify routing priorities without interrupting the customer's audio experience. For more information, see [How the interrupt option works](./loop-prompts.html#loop-prompts-interrupt). + +## Improved UI for No-code builder + +The Amazon Connect UI builder, used to create Views that power Step-by-Step Guides, has an updated user interface. The improved UI is designed to reduce the complexity of building Views used in guided workflows. It makes the process of passing dynamic data onto Views and storing data entered on a view by a user more initiative and consistent with Amazon Connect workflow orchestration. + +In addition, the UI builder contains a consistent look and feel with the rest of Amazon Connect by using [Cloudscape Design System](https://cloudscape.design/) components. + +For more information, see [Use the no-code UI builder in Amazon Connect for resources in step-by-step guides](./no-code-ui-builder.html), especially the subtopic [Configure dynamic fields](./no-code-ui-builder-properties-dynamic-fields.html). + +## Segment creation from imported files in Customer Profiles + +Amazon Connect Customer Profiles allows you to create customer segments from imported CSV files. This feature enables you to upload predefined customer lists, streamline targeted segment creation, and utilize them for multichannel outbound campaigns. + + * Map CSV data to standard profile attributes using AI-powered analysis + + * Create custom attributes as needed + + * Configure profile expiry settings up to 90 days + + * Utilize unique identifiers to match and update existing profiles + + + + +For more information, see [Create segments from imported files in Amazon Connect](./customer-segments-imported-files.html). + +## Additional chat metrics + +Added the following chat metrics to Amazon Connect. Each metric is available in the Amazon Connect admin website and by using the GetMetricDataV2 API. + + * [Average messages](./metrics-definitions.html#average-messages) + + * [Agent average contact first response wait time](./metrics-definitions.html#agent-average-contact-first-response-wait-time) + + * [Average conversation close time](./metrics-definitions.html#average-conversation-close-time) + + * [Conversations abandoned](./metrics-definitions.html#conversations-abandoned) + + * [Average customer messages](./metrics-definitions.html#average-customer-messages) + + * [Average customer response time](./metrics-definitions.html#average-customer-response-time) + + * [Average agent messages](./metrics-definitions.html#average-agent-messages) + + * [Average agent message length](./metrics-definitions.html#average-agent-message-length) + + * [Average agent first response time](./metrics-definitions.html#average-agent-first-response-time) + + * [Average agent response time](./metrics-definitions.html#average-agent-response-time) + + * [Average bot messages](./metrics-definitions.html#average-bot-messages) + + + + +Also added fields to the [Contacts record](./data-type-definitions.html#data-lake-contacts-record) in the Amazon Connect analytics data lake. + +## Create instance replication between Asia Pacific (Tokyo) and Asia Pacific (Osaka) + +You can maintain a synchronized instance in Asia Pacific (Osaka) that mirrors the channel configurations and service quotas of your Asia Pacific (Tokyo) environment. With a resiliency instance in Asia Pacific (Osaka), you can replicate your Amazon Connect configurations, such as users, routing profiles, and flows, and configure traffic distribution settings to pre-define groups of users and phone numbers to shift between Asia Pacific (Tokyo) and Asia Pacific (Osaka). This enables your resiliency instance to handle new incoming traffic after switching Regions. To get started, you first need to set up an Amazon Connect instance in Asia Pacific (Tokyo) as your primary Region. You can then create a replica instance for Amazon Connect in the Asia Pacific (Osaka) Region. For more information, see [Set up Amazon Connect Global Resiliency](./setup-connect-global-resiliency.html). + +## Use customizable work labels for agent scheduling + +You can use customizable work labels for agent scheduling. Customizable work labels make it easier for you to identify the type of work an agent is scheduled for. You can create work activities with custom labels and assign them to agent schedules by day of the week. For example, you can assign "Order processing" as the work activity for Monday, "Returns management" for Tuesday, and "Work" (existing default activity) for rest of the week. This simplifies the experience for managers because they can now easily identify who is scheduled for which type of work. This capability also improves the experience for agents as they now have visibility into how their time is allocated. For more information, see [Create shift activities](./scheduling-create-shift-activities.html). + +## Ingest agent activities from third-party applications to evaluate agent performance + +You can integrate agent activities from third-party applications as Amazon Connect tasks. Managers can then evaluate these activities alongside work completed in Amazon Connect. This provides managers with a unified application for quality management. For more information, see [Ingest agent activities from third-party applications to evaluate agent performance](./evaluations-external-activities.html). + @@ -1003 +1075 @@ Customer Profiles provides a generative AI powered customer data mapping capabil -This feature allows you to create and manage the UI pages shown to agents in step-by-step guides. Using a drag-and-drop interface you are able to define static and dynamic content for the agent’s UI. This includes layouts, styles, and dynamic data, which enables you to control the look and feel of your agent’s experience. With this capability, you are able define what gets displayed in your agent’s UI during the step-by-step guided experience. For more information, see the [Use no-code UI builder in Amazon Connect for resources in step-by-step guides](./no-code-ui-builder.html) documentation. +This feature allows you to create and manage the UI pages shown to agents in step-by-step guides. Using a drag-and-drop interface you are able to define static and dynamic content for the agent’s UI. This includes layouts, styles, and dynamic data, which enables you to control the look and feel of your agent’s experience. With this capability, you are able define what gets displayed in your agent’s UI during the step-by-step guided experience. For more information, see the [Use the no-code UI builder in Amazon Connect for resources in step-by-step guides](./no-code-ui-builder.html) documentation.