AWS connect documentation change

Service: connect · 2026-03-28 · Documentation low

File: connect/latest/adminguide/agent-activity-audit-report.md

Summary

Added 'Status changes' section with updated status definitions for different contact types (Chat, Voice, Task, Email) and new 'On Hold' status, effective March 09, 2026

Security assessment

The change updates audit report documentation with new status definitions and a future status change schedule. This is a feature enhancement for audit reporting, not directly related to security vulnerabilities or security features.

Diff

diff --git a/connect/latest/adminguide/agent-activity-audit-report.md b/connect/latest/adminguide/agent-activity-audit-report.md
index 16281d6db..0b06ceee7 100644
--- a//connect/latest/adminguide/agent-activity-audit-report.md
+++ b//connect/latest/adminguide/agent-activity-audit-report.md
@@ -5 +5 @@
-Run the agent activity audit reportStatus definitionsWhen is the status Agent Disconnected, Contact Missed, or Rejected?Required permissions
+Run the agent activity audit reportStatus definitionsStatus changesWhen is the status Agent Disconnected, Contact Missed, or Rejected?Required permissions
@@ -18,0 +19,2 @@ For example, if there's something in the audit report you want to recreate, or i
+  * Status changes
+
@@ -53 +55 @@ The following values may appear in the **Status** column on agent activity audit
-  * **Joining Customer** : The state between an inbound contact arriving in the flow and routing to the agent.
+  * **Connecting** : The state between an inbound contact arriving in the flow and routing to the agent.
@@ -57 +59,3 @@ The following values may appear in the **Status** column on agent activity audit
-  * **Connected** : When an inbound contact has been established by the agent choosing **Accept** in their CCP.
+  * **Call Connected** : When an inbound Voice contact has been established by the agent choosing **Accept** in their CCP 
+
+  * **Connected** : When an inbound **Chat/Task/Email** contact has been established by the agent choosing **Accept** in their CCP.
@@ -59 +63 @@ The following values may appear in the **Status** column on agent activity audit
-  * **Busy** : The agent is interacting with a customer.
+  * **Busy** : The agent is interacting with a **Voice/Task/Email** customer.
@@ -72,0 +77,2 @@ The following values may appear in the **Status** column on agent activity audit
+  * **On Hold** : When the agent pauses a contact.
+
@@ -79,0 +86,26 @@ If a status appears in your report but is not listed on this page, it is a custo
+## Status changes
+
+Starting March 09, 2026, the following statuses have been updated for the corresponding contact types.
+
+  * Chat
+
+    * **Joining Customer** → **Connecting**
+
+    * **Busy** → **Connected**
+
+  * Voice
+
+    * **Connected** → **Call Connected**
+
+
+
+
+Starting March 09, 2026, a new status has been added for the corresponding contact types.
+
+  * Voice/Chat/Task/Email
+
+    * **On Hold**
+
+
+
+