AWS connect documentation change
Summary
Updated product name from 'Amazon Connect' to 'Connect Customer' throughout the release notes documentation
Security assessment
The changes are purely branding/name updates without any mention of security vulnerabilities, fixes, or new security features. No security-related content was added or modified beyond terminology changes.
Diff
diff --git a/connect/latest/adminguide/amazon-connect-release-notes.md b/connect/latest/adminguide/amazon-connect-release-notes.md index 70e787937..368c23bfb 100644 --- a//connect/latest/adminguide/amazon-connect-release-notes.md +++ b//connect/latest/adminguide/amazon-connect-release-notes.md @@ -9 +9 @@ April 2026 UpdatesMarch 2026 UpdatesFebruary 2026 UpdatesJanuary 2026 UpdatesDec -# Release notes for Amazon Connect +# Release notes for Connect Customer @@ -15 +15 @@ We recommend subscribing to the RSS feed so updates to these notes are delivered -### Amazon Connect increases attachment file sizes and adds custom file types +### Connect Customer increases attachment file sizes and adds custom file types @@ -17 +17 @@ We recommend subscribing to the RSS feed so updates to these notes are delivered -Amazon Connect now supports attachment file sizes up to 100 MB for chat, cases, and tasks, up from the previous 20 MB limit. Administrators can enable these higher limits and configure custom file extensions for attachments across chat, email, cases, and tasks through the Amazon Connect admin website or Amazon Connect APIs. +Connect Customer now supports attachment file sizes up to 100 MB for chat, cases, and tasks, up from the previous 20 MB limit. Administrators can enable these higher limits and configure custom file extensions for attachments across chat, email, cases, and tasks through the Connect Customer admin website or Connect Customer APIs. @@ -23 +23 @@ For more information, see [Enable Attachments](https://docs.aws.amazon.com/conne -Amazon Connect now provides audit logging for agent activity status changes made through analytics dashboards to AWS CloudTrail. This enhancement provides visibility into who changed agent activity status and when changes occurred, helping contact centers maintain clear audit trails. For example, if a supervisor changes an agent’s status from “Available” to “Break,” this action is now captured in AWS CloudTrail with details including the supervisor’s identity, timestamp, and the specific status change. +Connect Customer now provides audit logging for agent activity status changes made through analytics dashboards to AWS CloudTrail. This enhancement provides visibility into who changed agent activity status and when changes occurred, helping contact centers maintain clear audit trails. For example, if a supervisor changes an agent’s status from “Available” to “Break,” this action is now captured in AWS CloudTrail with details including the supervisor’s identity, timestamp, and the specific status change. @@ -25 +25 @@ Amazon Connect now provides audit logging for agent activity status changes made -This feature is available in all AWS commercial and AWS GovCloud (US) regions where Amazon Connect is offered. +This feature is available in all AWS commercial and AWS GovCloud (US) regions where Connect Customer is offered. @@ -29 +29 @@ This feature is available in all AWS commercial and AWS GovCloud (US) regions wh -Amazon Connect now provides eight new metrics to measure and improve AI agent performance, including goal success rate, faithfulness score, and tool selection accuracy. These metrics offer visibility into the quality of AI-driven customer interactions, enabling measurement and continuous improvement of AI agent outcomes. With this launch, you can monitor whether AI agents successfully resolved customer requests, assess faithfulness and detect contextual hallucinations, evaluate tool selection and utilization accuracy, and capture customer feedback through thumbs up/down ratings when enabled. +Connect Customer now provides eight new metrics to measure and improve AI agent performance, including goal success rate, faithfulness score, and tool selection accuracy. These metrics offer visibility into the quality of AI-driven customer interactions, enabling measurement and continuous improvement of AI agent outcomes. With this launch, you can monitor whether AI agents successfully resolved customer requests, assess faithfulness and detect contextual hallucinations, evaluate tool selection and utilization accuracy, and capture customer feedback through thumbs up/down ratings when enabled. @@ -31 +31 @@ Amazon Connect now provides eight new metrics to measure and improve AI agent pe -You can access these new metrics through Amazon Connect’s AI Agent Performance dashboard, or through the GetMetricDataV2 API and zero-ETL data lake for custom reporting. +You can access these new metrics through Connect Customer’s AI Agent Performance dashboard, or through the GetMetricDataV2 API and zero-ETL data lake for custom reporting. @@ -33 +33 @@ You can access these new metrics through Amazon Connect’s AI Agent Performance -This feature is available in all AWS Regions where Amazon Connect AI Agents is supported. +This feature is available in all AWS Regions where Connect Customer AI Agents is supported. @@ -37 +37 @@ This feature is available in all AWS Regions where Amazon Connect AI Agents is s -Amazon Connect Outbound Campaigns now allows you to dial contacts in configurable priority order based on up to 10 profile attributes for voice campaigns and voice activities in journeys. This helps you focus agent time on the most valuable customers or time-sensitive opportunities, improving campaign effectiveness and conversion rates. Initial dial attempts always take precedence over reattempts, ensuring your priority order is maintained throughout campaign execution. +Connect Customer Outbound Campaigns now allows you to dial contacts in configurable priority order based on up to 10 profile attributes for voice campaigns and voice activities in journeys. This helps you focus agent time on the most valuable customers or time-sensitive opportunities, improving campaign effectiveness and conversion rates. Initial dial attempts always take precedence over reattempts, ensuring your priority order is maintained throughout campaign execution. @@ -39 +39 @@ Amazon Connect Outbound Campaigns now allows you to dial contacts in configurabl -To get started, configure sort attributes when building segments in Amazon Connect Customer Profiles. For more information, see [Outbound Campaigns best practices](https://docs.aws.amazon.com/connect/latest/adminguide/outbound-campaigns-best-practices.html). +To get started, configure sort attributes when building segments in Connect Customer Customer Profiles. For more information, see [Outbound Campaigns best practices](https://docs.aws.amazon.com/connect/latest/adminguide/outbound-campaigns-best-practices.html). @@ -43 +43 @@ To get started, configure sort attributes when building segments in Amazon Conne -Amazon Connect Outbound Campaigns now allows you to refresh campaign segments as frequently as every hour, reduced from the previous minimum of 24 hours. This enables campaigns to reach newly eligible customers throughout the day rather than waiting for the next daily run. For example, a collections team can start outreach to newly delinquent accounts the same afternoon they are flagged, and a multi-step journey can enroll new customers throughout the day instead of in a single daily batch. +Connect Customer Outbound Campaigns now allows you to refresh campaign segments as frequently as every hour, reduced from the previous minimum of 24 hours. This enables campaigns to reach newly eligible customers throughout the day rather than waiting for the next daily run. For example, a collections team can start outreach to newly delinquent accounts the same afternoon they are flagged, and a multi-step journey can enroll new customers throughout the day instead of in a single daily batch. @@ -45 +45 @@ Amazon Connect Outbound Campaigns now allows you to refresh campaign segments as -This capability is available in all AWS Regions where Amazon Connect Outbound Campaigns is offered at no additional cost. +This capability is available in all AWS Regions where Connect Customer Outbound Campaigns is offered at no additional cost. @@ -49 +49 @@ This capability is available in all AWS Regions where Amazon Connect Outbound Ca -Amazon Connect now enables you to automatically pass customer context to personalize self-service experiences from the moment a call connects. When a customer initiates a call from a website, mobile app, or notification link, you can automatically pass context—such as customer IDs, session references, and campaign codes—into the call. AI agents use this context to recognize the caller, understand the reason for the call, take action, and resolve issues without requiring callers to re-identify themselves or repeat why they are calling. +Connect Customer now enables you to automatically pass customer context to personalize self-service experiences from the moment a call connects. When a customer initiates a call from a website, mobile app, or notification link, you can automatically pass context—such as customer IDs, session references, and campaign codes—into the call. AI agents use this context to recognize the caller, understand the reason for the call, take action, and resolve issues without requiring callers to re-identify themselves or repeat why they are calling. @@ -51 +51 @@ Amazon Connect now enables you to automatically pass customer context to persona -This feature is available in all AWS Regions where Amazon Connect is available. For more information, see the [Amazon Connect Administrator Guide](https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html). +This feature is available in all AWS Regions where Connect Customer is available. For more information, see the [Connect Customer Administrator Guide](https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html). @@ -55 +55 @@ This feature is available in all AWS Regions where Amazon Connect is available. -Amazon Connect now supports the use of flow modules across all Connect flows, allowing you to reuse common logic and functionality beyond inbound customer experiences. For example, you can now use a module to share information about a customer’s recent transactions in an agent whisper flow, preparing the agent with relevant details and leveraging functionality that was previously only available as part of inbound flows. +Connect Customer now supports the use of flow modules across all Connect flows, allowing you to reuse common logic and functionality beyond inbound customer experiences. For example, you can now use a module to share information about a customer’s recent transactions in an agent whisper flow, preparing the agent with relevant details and leveraging functionality that was previously only available as part of inbound flows. @@ -59 +59 @@ Additionally, you can now use flow modules within other modules, enabling you to -For more information, see [Flow modules for reusable functions in Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/contact-flow-modules.html). +For more information, see [Flow modules for reusable functions in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/contact-flow-modules.html). @@ -69 +69 @@ Amazon Connect now provides case data in the analytics data lake, making it easi -Amazon Connect announces the preview of an AI-powered assistant that enables contact center managers to get instant answers to operational questions using natural language. You can query across 150+ Amazon Connect metrics—including agent scheduling, self-service experience, and performance evaluations—with historical data for all of these, and receive results in seconds, eliminating hours of manual data gathering. The assistant can also diagnose underlying issues, such as identifying which queues are at risk of missing service level targets and recommending specific recovery actions. +Connect Customer announces the preview of an AI-powered assistant that enables contact center managers to get instant answers to operational questions using natural language. You can query across 150+ Connect Customer metrics—including agent scheduling, self-service experience, and performance evaluations—with historical data for all of these, and receive results in seconds, eliminating hours of manual data gathering. The assistant can also diagnose underlying issues, such as identifying which queues are at risk of missing service level targets and recommending specific recovery actions. @@ -75 +75 @@ This feature is available as a preview. To request access, contact your AWS acco -Amazon Connect now supports conversational analytics for email contacts, enabling contact center managers to automatically categorize emails, redact personally identifiable information (PII), and generate contact summaries. This allows you to quickly identify emerging trends, better maintain compliance by protecting sensitive information, and reduce the time spent reviewing agent performance. +Connect Customer now supports conversational analytics for email contacts, enabling contact center managers to automatically categorize emails, redact personally identifiable information (PII), and generate contact summaries. This allows you to quickly identify emerging trends, better maintain compliance by protecting sensitive information, and reduce the time spent reviewing agent performance. @@ -79 +79 @@ To enable this feature, add the Set recording, analytics and processing behavior -Amazon Connect conversational analytics is available in the US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London) regions. For more information, see [the help documentation](https://docs.aws.amazon.com/connect/latest/adminguide/analyze-conversations.html). +Connect Customer conversational analytics is available in the US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London) regions. For more information, see [the help documentation](https://docs.aws.amazon.com/connect/latest/adminguide/analyze-conversations.html). @@ -83 +83 @@ Amazon Connect conversational analytics is available in the US East (N. Virginia -Amazon Connect now delivers integrated agent coaching workflows that enable contact center managers to provide timely, targeted feedback directly within the Connect UI. When managers identify improvement opportunities through evaluation scorecards, they can immediately create coaching plans with specific customer interaction examples. After coaching sessions, agents acknowledge feedback and add notes to confirm understanding of expectations and next steps. Both managers and agents access all coaching history on a single page, enabling systematic progress tracking and improved coaching effectiveness. +Connect Customer now delivers integrated agent coaching workflows that enable contact center managers to provide timely, targeted feedback directly within the Connect UI. When managers identify improvement opportunities through evaluation scorecards, they can immediately create coaching plans with specific customer interaction examples. After coaching sessions, agents acknowledge feedback and add notes to confirm understanding of expectations and next steps. Both managers and agents access all coaching history on a single page, enabling systematic progress tracking and improved coaching effectiveness. @@ -85 +85 @@ Amazon Connect now delivers integrated agent coaching workflows that enable cont -For more information, see the [Amazon Connect Administrator Guide](https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html). +For more information, see the [Connect Customer Administrator Guide](https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html). @@ -89 +89 @@ For more information, see the [Amazon Connect Administrator Guide](https://docs. -Amazon Connect now enables you to choose the “From” email address when replying to inbound emails or sending new outbound messages, helping contact centers ensure the correct brand or business identity is used for every customer interaction. Administrators can configure multiple sender addresses per queue, allowing agents to search and select the appropriate email address based on the queue they are working in. +Connect Customer now enables you to choose the “From” email address when replying to inbound emails or sending new outbound messages, helping contact centers ensure the correct brand or business identity is used for every customer interaction. Administrators can configure multiple sender addresses per queue, allowing agents to search and select the appropriate email address based on the queue they are working in. @@ -91 +91 @@ Amazon Connect now enables you to choose the “From” email address when reply -Amazon Connect email is available in the US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London) regions. For more information, see [the help documentation](https://docs.aws.amazon.com/connect/latest/adminguide/setup-email-channel.html). +Connect Customer email is available in the US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London) regions. For more information, see [the help documentation](https://docs.aws.amazon.com/connect/latest/adminguide/setup-email-channel.html). @@ -95 +95 @@ Amazon Connect email is available in the US East (N. Virginia), US West (Oregon) -Amazon Connect now enables agents to forward email contacts to external email addresses and distribution lists directly from the Agent workspace and Contact Center Panel. When an email is forwarded, agents still retain ownership and the complete communication trail of the original contact. This makes it easy for your agents to seamlessly loop in back-office teams, subject matter experts, partners, and other stakeholders while remaining a single consistent point of contact for your customers. +Connect Customer now enables agents to forward email contacts to external email addresses and distribution lists directly from the Agent workspace and Contact Center Panel. When an email is forwarded, agents still retain ownership and the complete communication trail of the original contact. This makes it easy for your agents to seamlessly loop in back-office teams, subject matter experts, partners, and other stakeholders while remaining a single consistent point of contact for your customers. @@ -97 +97 @@ Amazon Connect now enables agents to forward email contacts to external email ad -For more information, see [Set up email in Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/setup-email-channel.html). +For more information, see [Set up email in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/setup-email-channel.html). @@ -101 +101 @@ For more information, see [Set up email in Amazon Connect](https://docs.aws.amaz -Amazon Connect now applies tag-based access controls (TBAC) to routing profile assignments in quick responses. Previously, quick responses configured by administrators with tag-based access controls were available to all agents, regardless of routing profile tags. Administrators can now assign quick responses to specific routing profiles based on their TBAC permissions, giving them the same level of access control they use across other Amazon Connect resources. +Connect Customer now applies tag-based access controls (TBAC) to routing profile assignments in quick responses. Previously, quick responses configured by administrators with tag-based access controls were available to all agents, regardless of routing profile tags. Administrators can now assign quick responses to specific routing profiles based on their TBAC permissions, giving them the same level of access control they use across other Connect Customer resources. @@ -103 +103 @@ Amazon Connect now applies tag-based access controls (TBAC) to routing profile a -For more information, see [Quick Responses](https://docs.aws.amazon.com/connect/latest/adminguide/quick-responses.html) and [Tag-based Access Control](https://docs.aws.amazon.com/connect/latest/adminguide/tag-based-access-control.html) in the Amazon Connect Administrator Guide. +For more information, see [Quick Responses](https://docs.aws.amazon.com/connect/latest/adminguide/quick-responses.html) and [Tag-based Access Control](https://docs.aws.amazon.com/connect/latest/adminguide/tag-based-access-control.html) in the Connect Customer Administrator Guide. @@ -107 +107 @@ For more information, see [Quick Responses](https://docs.aws.amazon.com/connect/ -Amazon Connect now allows you to test and simulate chat experiences in just a few clicks, making it easy to validate self-service chat interactions, customer service workflows, and their outcomes. For each test, you can configure the test parameters including the channel as chat, customer attributes, the reason for the chat, the expected responses, and business conditions like after-hours scenarios or full queues. After executing tests, results show success or failure based on your defined criteria, along with the path taken by the simulated interaction and detailed logs to quickly diagnose potential issues. +Connect Customer now allows you to test and simulate chat experiences in just a few clicks, making it easy to validate self-service chat interactions, customer service workflows, and their outcomes. For each test, you can configure the test parameters including the channel as chat, customer attributes, the reason for the chat, the expected responses, and business conditions like after-hours scenarios or full queues. After executing tests, results show success or failure based on your defined criteria, along with the path taken by the simulated interaction and detailed logs to quickly diagnose potential issues. @@ -109 +109 @@ Amazon Connect now allows you to test and simulate chat experiences in just a fe -For more information, see [Amazon Connect Testing and Simulation](https://docs.aws.amazon.com/connect/latest/adminguide/testing-simulation.html). +For more information, see [Connect Customer Testing and Simulation](https://docs.aws.amazon.com/connect/latest/adminguide/testing-simulation.html). @@ -113 +113 @@ For more information, see [Amazon Connect Testing and Simulation](https://docs.a -Amazon Connect announces enhancements to AI-powered predictive insights that make it easier for businesses to deliver proactive, personalized customer experiences at scale. AI-powered predictive insights now support up to 40 million product catalog items (8X increase), are available in message templates for trigger-based campaigns, and deliver up to 14% improved model accuracy. +Connect Customer announces enhancements to AI-powered predictive insights that make it easier for businesses to deliver proactive, personalized customer experiences at scale. AI-powered predictive insights now support up to 40 million product catalog items (8X increase), are available in message templates for trigger-based campaigns, and deliver up to 14% improved model accuracy. @@ -125 +125 @@ Amazon Connect Cases now supports AWS Service Quotas, giving administrators a ce -### Amazon Connect Cases now supports larger, multi-line text fields +### Connect Customer Cases now supports larger, multi-line text fields @@ -127 +127 @@ Amazon Connect Cases now supports AWS Service Quotas, giving administrators a ce -Amazon Connect Cases now supports larger, multi-line text fields with up to 4,100 characters. Administrators can use the Admin UI to select the appropriate configuration (single-line or multi-line) on a per-field basis, improving case documentation capabilities. +Connect Customer Cases now supports larger, multi-line text fields with up to 4,100 characters. Administrators can use the Admin UI to select the appropriate configuration (single-line or multi-line) on a per-field basis, improving case documentation capabilities. @@ -137 +137 @@ Please note that if you currently integrate with the UpdateUserPhoneConfig API, -Amazon Connect now offers Audio Enhancement to improve audio quality on the agent's side by reducing background noise and isolating the agent's voice during calls. Administrators can enable noise suppression or voice isolation modes for agents through user management settings. Agents with the appropriate security profile permissions can also adjust their own Audio Enhancement settings during work sessions. +Connect Customer now offers Audio Enhancement to improve audio quality on the agent's side by reducing background noise and isolating the agent's voice during calls. Administrators can enable noise suppression or voice isolation modes for agents through user management settings. Agents with the appropriate security profile permissions can also adjust their own Audio Enhancement settings during work sessions. @@ -141 +141 @@ For more information, see [Enable Audio Enhancement](./audio-enhancement.html). -### Amazon Connect Cases now supports CSV upload for dependent field options +### Connect Customer Cases now supports CSV upload for dependent field options @@ -143 +143 @@ For more information, see [Enable Audio Enhancement](./audio-enhancement.html). -Amazon Connect Cases now enables you to bulk configure cascading dropdown menus for case fields by uploading CSV files containing field option mappings. This capability significantly reduces manual configuration time for complex hierarchical data structures such as geographic hierarchies (Country → State → City) or product categorizations (Category → Subcategory). You can include multiple field pairs in a single CSV file. +Connect Customer Cases now enables you to bulk configure cascading dropdown menus for case fields by uploading CSV files containing field option mappings. This capability significantly reduces manual configuration time for complex hierarchical data structures such as geographic hierarchies (Country → State → City) or product categorizations (Category → Subcategory). You can include multiple field pairs in a single CSV file. @@ -149 +149 @@ For more information, see [CSV upload for dependent field options](./case-field- -Amazon Connect Now users in the Amazon Connect admin website can be provided notifications in their header, so urgent updates and follow-on actions can be seen from any page within the Amazon Connect admin website. APIs allow services and customers to publish brief messages (including URLs) to a specified audience, and a new header icon will indicate when unread messages are available. On click, the user can read the message, mark as unread if necessary, and follow links to reports or other UIs if follow-on actions are advised. +Connect Customer Now users in the Amazon Connect admin website can be provided notifications in their header, so urgent updates and follow-on actions can be seen from any page within the Amazon Connect admin website. APIs allow services and customers to publish brief messages (including URLs) to a specified audience, and a new header icon will indicate when unread messages are available. On click, the user can read the message, mark as unread if necessary, and follow links to reports or other UIs if follow-on actions are advised. @@ -157 +157 @@ For more information, see In-app notifications keep users informed of urgent upd -Amazon Connect now delivers improved estimated wait time metrics for queues and enqueued contacts, empowering organizations to enhance customer satisfaction. This allows contact centers to set accurate customer expectations, provide convenient options such as callbacks when hold times are extended, and balance workloads effectively across multiple queues. By leveraging the estimated wait time metric, contact centers can make strategic routing choices across queues while gaining enhanced visibility for better resource planning. For example, a customer calling about billing during peak hours with a 15-minute wait is seamlessly transferred to a cross-trained team with 2-minute availability, getting help faster without repeating their issue. The metric works seamlessly with routing criteria and agent proficiency configurations. +Connect Customer now delivers improved estimated wait time metrics for queues and enqueued contacts, empowering organizations to enhance customer satisfaction. This allows contact centers to set accurate customer expectations, provide convenient options such as callbacks when hold times are extended, and balance workloads effectively across multiple queues. By leveraging the estimated wait time metric, contact centers can make strategic routing choices across queues while gaining enhanced visibility for better resource planning. For example, a customer calling about billing during peak hours with a 15-minute wait is seamlessly transferred to a cross-trained team with 2-minute availability, getting help faster without repeating their issue. The metric works seamlessly with routing criteria and agent proficiency configurations. @@ -161 +161 @@ This feature is available in all [AWS regions](https://aws.amazon.com/about-aws/ -### Amazon Connect now supports file attachments for tasks via StartTaskContact API +### Connect Customer now supports file attachments for tasks via StartTaskContact API @@ -163 +163 @@ This feature is available in all [AWS regions](https://aws.amazon.com/about-aws/ -Amazon Connect now enables you to include file attachments when creating tasks using the StartTaskContact API. You can attach up to 5 files per task in various formats such as .pdf, .docx, .csv, .txt, .png, .jpg, .mp4, and more. This capability allows you to provide agents with relevant documents, images, or other files directly within the task context, streamlining workflows and improving agent efficiency. +Connect Customer now enables you to include file attachments when creating tasks using the StartTaskContact API. You can attach up to 5 files per task in various formats such as .pdf, .docx, .csv, .txt, .png, .jpg, .mp4, and more. This capability allows you to provide agents with relevant documents, images, or other files directly within the task context, streamlining workflows and improving agent efficiency. @@ -165 +165 @@ Amazon Connect now enables you to include file attachments when creating tasks u -### Amazon Connect now supports tag-based access controls for cases +### Connect Customer now supports tag-based access controls for cases @@ -167 +167 @@ Amazon Connect now enables you to include file attachments when creating tasks u -Amazon Connect now enables you to use tag-based access controls to define who can access specific cases. You can associate tags with case templates and configure security profiles to determine which users can access cases with those tags. For example, you can restrict access to fraud-related cases so that only agents in the fraud department can view or edit them. +Connect Customer now enables you to use tag-based access controls to define who can access specific cases. You can associate tags with case templates and configure security profiles to determine which users can access cases with those tags. For example, you can restrict access to fraud-related cases so that only agents in the fraud department can view or edit them. @@ -171 +171 @@ Amazon Connect now enables you to use tag-based access controls to define who ca -Amazon Connect now makes it easier to link related contacts such as email replies, call transfers, persistent chats, and queued callbacks to the same case so agents can view the complete customer journey and resolve issues faster. You can use flows to search for a case associated with a prior contact in the [chain](https://docs.aws.amazon.com/connect/latest/adminguide/contacts-contact-chains-attributes.html#contact-chains) to follow-up contacts more easily. +Connect Customer now makes it easier to link related contacts such as email replies, call transfers, persistent chats, and queued callbacks to the same case so agents can view the complete customer journey and resolve issues faster. You can use flows to search for a case associated with a prior contact in the [chain](https://docs.aws.amazon.com/connect/latest/adminguide/contacts-contact-chains-attributes.html#contact-chains) to follow-up contacts more easily. @@ -177 +177 @@ In addition, you can now use flows to link a related contact to a case. For exam -Amazon Connect now makes it easier to manage contact center operating hours for recurring events like holidays, maintenance windows, and promotional periods, with a visual calendar that provides at-a-glance visibility by day, month, or year. You can set up recurring overrides that automatically take effect weekly, monthly, or every other Friday, and use them to provide customers with personalized experiences, all without having to manually revisit configurations. For example, every January 1st you can automatically greet customers with "Happy New Year!" and route them to a special holiday message before checking if agents are available, then on January 2nd your contact center automatically returns to normal operations. +Connect Customer now makes it easier to manage contact center operating hours for recurring events like holidays, maintenance windows, and promotional periods, with a visual calendar that provides at-a-glance visibility by day, month, or year. You can set up recurring overrides that automatically take effect weekly, monthly, or every other Friday, and use them to provide customers with personalized experiences, all without having to manually revisit configurations. For example, every January 1st you can automatically greet customers with "Happy New Year!" and route them to a special holiday message before checking if agents are available, then on January 2nd your contact center automatically returns to normal operations. @@ -183 +183 @@ For more information, see [Set overrides for extended, reduced, and holiday hour -Amazon Connect Cases now supports AWS CloudFormation, enabling you to model, provision, and manage case resources as infrastructure as code. With this launch, administrators can create CloudFormation templates to programmatically deploy and update their Cases configuration—such as templates, fields, and layouts—across Amazon Connect instances, reducing manual setup time and minimizing configuration errors. +Connect Customer Cases now supports AWS CloudFormation, enabling you to model, provision, and manage case resources as infrastructure as code. With this launch, administrators can create CloudFormation templates to programmatically deploy and update their Cases configuration—such as templates, fields, and layouts—across Connect Customer instances, reducing manual setup time and minimizing configuration errors. @@ -189 +189 @@ For more information, see [documentation](https://docs.aws.amazon.com/AWSCloudFo -Amazon Connect now offers customers the ability to view status of agent screen recordings in near real time in CloudWatch using Amazon EventBridge. With screen recording, supervisors can identify areas for agent coaching (e.g., non-compliance with business processes) by not only listening to customer calls or reviewing chat transcripts, but also watching agents' actions while handling a contact (i.e., a voice call, chat and task). Using Amazon EventBridge, customers can see status of each agent screen recording including success/failure, failure codes with description, installed client version, agent web browser version, agent operating system, screen recording start and end times from CloudWatch. +Connect Customer now offers customers the ability to view status of agent screen recordings in near real time in CloudWatch using Amazon EventBridge. With screen recording, supervisors can identify areas for agent coaching (e.g., non-compliance with business processes) by not only listening to customer calls or reviewing chat transcripts, but also watching agents' actions while handling a contact (i.e., a voice call, chat and task). Using Amazon EventBridge, customers can see status of each agent screen recording including success/failure, failure codes with description, installed client version, agent web browser version, agent operating system, screen recording start and end times from CloudWatch. @@ -191 +191 @@ Amazon Connect now offers customers the ability to view status of agent screen r -Customers can start using Amazon Connect screen recording status tracking by subscribing to Screen Recording Status Changed event type in Amazon EventBridge event bus. +Customers can start using Connect Customer screen recording status tracking by subscribing to Screen Recording Status Changed event type in Amazon EventBridge event bus. @@ -193 +193 @@ Customers can start using Amazon Connect screen recording status tracking by sub -For more information, see [Set up and review agent screen recordings in Amazon Connect Contact Lens](./agent-screen-recording.html). +For more information, see [Set up and review agent screen recordings in Connect Customer Contact Lens](./agent-screen-recording.html). @@ -197 +197 @@ For more information, see [Set up and review agent screen recordings in Amazon C -Amazon Connect now enables you to store and work with complex data structures in your flows, making it easy to build dynamic automated experiences that use rich information returned from your internal business systems. You can save complete data records, including nested JSON objects and lists, and reference specific elements within them, such as a particular order from a list of orders returned in JSON format. +Connect Customer now enables you to store and work with complex data structures in your flows, making it easy to build dynamic automated experiences that use rich information returned from your internal business systems. You can save complete data records, including nested JSON objects and lists, and reference specific elements within them, such as a particular order from a list of orders returned in JSON format. @@ -201 +201 @@ Additionally, you can automatically loop through lists of items in your customer -For more information, see [Flows in Amazon Connect](./connect-contact-flows.html). +For more information, see [Flows in Connect Customer](./connect-contact-flows.html). @@ -207 +207 @@ For more information, see [Flows in Amazon Connect](./connect-contact-flows.html -Amazon Connect now gives business users greater control over daily contact center operations without requiring technical resources. With new capabilities to adjust queues, routing behavior, and customer experience settings in real time, business users can respond to changing conditions immediately while maintaining enterprise-grade governance and security. Contact center administrators can start by defining key business configurations such as queue assignments, operating hours, skill mappings, and escalation rules, in data tables that directly drive contact flows. Guides can then be configured to surface role-specific actions for each business user within persona based workspaces. Together, these updates enable a business-led operating model that keeps contact center operations fast, consistent, and secure, all without relying on IT. +Connect Customer now gives business users greater control over daily contact center operations without requiring technical resources. With new capabilities to adjust queues, routing behavior, and customer experience settings in real time, business users can respond to changing conditions immediately while maintaining enterprise-grade governance and security. Contact center administrators can start by defining key business configurations such as queue assignments, operating hours, skill mappings, and escalation rules, in data tables that directly drive contact flows. Guides can then be configured to surface role-specific actions for each business user within persona based workspaces. Together, these updates enable a business-led operating model that keeps contact center operations fast, consistent, and secure, all without relying on IT. @@ -213 +213 @@ For more information, see [Set up workspaces for your admin website users](./ama -Amazon Connect dashboards now support filtering metrics based on custom business dimensions such as business divisions, product lines, or customer segments. Using predefined attributes, you can create business dimensions to filter metrics helping you customize the dashboards based on your unique business need. For example, if your queue handles contacts across product lines, you can filter metrics by product line to compare handle times and determine where agents need product training. +Connect Customer dashboards now support filtering metrics based on custom business dimensions such as business divisions, product lines, or customer segments. Using predefined attributes, you can create business dimensions to filter metrics helping you customize the dashboards based on your unique business need. For example, if your queue handles contacts across product lines, you can filter metrics by product line to compare handle times and determine where agents need product training. @@ -215 +215 @@ Amazon Connect dashboards now support filtering metrics based on custom business -For more information, see [Dashboards in Amazon Connect for getting contact center performance data](./dashboards.html). +For more information, see [Dashboards in Connect Customer for getting contact center performance data](./dashboards.html). @@ -219 +219 @@ For more information, see [Dashboards in Amazon Connect for getting contact cent -Amazon Connect now automates agent performance evaluations in Portuguese, French, Italian, German, and Spanish using generative AI. Managers define custom evaluation criteria in natural language and receive AI-generated evaluations with justifications in their preferred language. Performance evaluations also supports cross-language evaluation and can complete assessments in English, even when the conversation is in another language. This enables multilingual contact centers to use a standardized evaluation framework across languages. +Connect Customer now automates agent performance evaluations in Portuguese, French, Italian, German, and Spanish using generative AI. Managers define custom evaluation criteria in natural language and receive AI-generated evaluations with justifications in their preferred language. Performance evaluations also supports cross-language evaluation and can complete assessments in English, even when the conversation is in another language. This enables multilingual contact centers to use a standardized evaluation framework across languages. @@ -221 +221 @@ Amazon Connect now automates agent performance evaluations in Portuguese, French -For more information, see [Evaluate agent and self-service interaction performance in Amazon Connect](./evaluations.html). +For more information, see [Evaluate agent and self-service interaction performance in Connect Customer](./evaluations.html). @@ -225 +225 @@ For more information, see [Evaluate agent and self-service interaction performan -Amazon Connect alerts on real-time metrics now provide the specific agents, queues, flows, or routing profiles that exceeded thresholds and triggered the alert. This enables managers to respond faster to customer experience and operational issues by eliminating the need to manually investigate the root cause of the alert. For example, alerts on elevated queue wait times now include the exact queues affected, so managers can reassign agents to those queues. These detailed alerts can be sent through email, tasks, and Amazon EventBridge. +Connect Customer alerts on real-time metrics now provide the specific agents, queues, flows, or routing profiles that exceeded thresholds and triggered the alert. This enables managers to respond faster to customer experience and operational issues by eliminating the need to manually investigate the root cause of the alert. For example, alerts on elevated queue wait times now include the exact queues affected, so managers can reassign agents to those queues. These detailed alerts can be sent through email, tasks, and Amazon EventBridge. @@ -227 +227 @@ Amazon Connect alerts on real-time metrics now provide the specific agents, queu -For more information, see [Create alerts on real-time metrics in Amazon Connect](./rule-real-time-metrics.html). +For more information, see [Create alerts on real-time metrics in Connect Customer](./rule-real-time-metrics.html). @@ -231 +231 @@ For more information, see [Create alerts on real-time metrics in Amazon Connect] -Amazon Connect provides two new evaluation question types to capture deeper insights on human and AI agent performance. Managers can now create questions that allow multiple answer selections, such as the products that the customer was interested in during a sales conversation. Additionally, managers can capture dates for customer and agent actions within evaluation forms. For example, you can record when a customer applied for a loan and when it was approved. +Connect Customer provides two new evaluation question types to capture deeper insights on human and AI agent performance. Managers can now create questions that allow multiple answer selections, such as the products that the customer was interested in during a sales conversation. Additionally, managers can capture dates for customer and agent actions within evaluation forms. For example, you can record when a customer applied for a loan and when it was approved. @@ -233 +233 @@ Amazon Connect provides two new evaluation question types to capture deeper insi -For more information, see [Create an evaluation form in Amazon Connect](./create-evaluation-forms.html). +For more information, see [Create an evaluation form in Connect Customer](./create-evaluation-forms.html). @@ -237 +237 @@ For more information, see [Create an evaluation form in Amazon Connect](./create -Amazon Connect Outbound Campaigns now supports WhatsApp, expanding on the WhatsApp Business messaging capabilities that already allow customers to contact your agents. You can now engage customers through proactive, automated campaigns on their preferred messaging platform, delivering timely communications such as appointment reminders, payment notifications, order updates, and product recommendations directly through WhatsApp. Setting up WhatsApp campaigns uses the same familiar Amazon Connect interface, where you can define your target audience, choose personalized message templates, schedule delivery times, and apply compliance guardrails, just as you do for SMS, voice, and email campaigns. +Connect Customer Outbound Campaigns now supports WhatsApp, expanding on the WhatsApp Business messaging capabilities that already allow customers to contact your agents. You can now engage customers through proactive, automated campaigns on their preferred messaging platform, delivering timely communications such as appointment reminders, payment notifications, order updates, and product recommendations directly through WhatsApp. Setting up WhatsApp campaigns uses the same familiar Connect Customer interface, where you can define your target audience, choose personalized message templates, schedule delivery times, and apply compliance guardrails, just as you do for SMS, voice, and email campaigns. @@ -241 +241 @@ Previously, Outbound Campaigns supported SMS, email, and voice channels, while W -For more information, see [Create an outbound campaign in Amazon Connect](./how-to-create-campaigns.html). +For more information, see [Create an outbound campaign in Connect Customer](./how-to-create-campaigns.html). @@ -247 +247 @@ For more information, see [Create an outbound campaign in Amazon Connect](./how- -Amazon Connect Cases now supports conditional field visibility and dependent field options, so you can simplify case layouts and ensure agents capture the right information faster. For example, you can show a Return Reason field only when the case involves a return, and limit Issue Type choices to hardware-related options when Issue Category is set to Hardware. +Connect Customer Cases now supports conditional field visibility and dependent field options, so you can simplify case layouts and ensure agents capture the right information faster. For example, you can show a Return Reason field only when the case involves a return, and limit Issue Type choices to hardware-related options when Issue Category is set to Hardware. @@ -249 +249 @@ Amazon Connect Cases now supports conditional field visibility and dependent fie -For more information, see [Add case field conditions to a case template in Amazon Connect](./case-field-conditions.html). +For more information, see [Add case field conditions to a case template in Connect Customer](./case-field-conditions.html). @@ -253 +253 @@ For more information, see [Add case field conditions to a case template in Amazo -Amazon Connect now supports creation of custom metrics, enabling contact center supervisors to analyze tailored performance measurements without requiring technical skills. This feature provides a simple, no-code interface for performing mathematical operations (e.g., addition, subtraction, sum, average) on existing Connect data to build metrics that align with your organization's specific business requirements. Custom metrics are available to use in the dashboards and APIs. +Connect Customer now supports creation of custom metrics, enabling contact center supervisors to analyze tailored performance measurements without requiring technical skills. This feature provides a simple, no-code interface for performing mathematical operations (e.g., addition, subtraction, sum, average) on existing Connect data to build metrics that align with your organization's specific business requirements. Custom metrics are available to use in the dashboards and APIs. @@ -259 +259 @@ For more information, see [Custom metric primitives](./metric-primitive-definiti -Amazon Connect now allows you to test and simulate contact center experiences in just a few clicks, making it easy to validate workflows, self-service voice interactions, and their outcomes. For each test, you can configure the test parameters including the caller's phone number or customer profile, the reason for the call (such as "I need to check my order status"), the expected responses (such as "Your request has been processed"), and business conditions like after-hours scenarios or full call queues. After executing tests, results show success or failure based on your defined criteria, along with the path taken by the simulated interaction and detailed logs to quickly diagnose potential issuesWith this launch, you can run multiple tests simultaneously to validate scenarios and workflows at scale, reducing testing time. Companies can view test results and identify common failure patterns across all their tests in Connect's analytics dashboards. These capabilities enable you to rapidly validate changes to your workflows and confidently deploy new experiences to adapt to your ever-changing business needs. +Connect Customer now allows you to test and simulate contact center experiences in just a few clicks, making it easy to validate workflows, self-service voice interactions, and their outcomes. For each test, you can configure the test parameters including the caller's phone number or customer profile, the reason for the call (such as "I need to check my order status"), the expected responses (such as "Your request has been processed"), and business conditions like after-hours scenarios or full call queues. After executing tests, results show success or failure based on your defined criteria, along with the path taken by the simulated interaction and detailed logs to quickly diagnose potential issuesWith this launch, you can run multiple tests simultaneously to validate scenarios and workflows at scale, reducing testing time. Companies can view test results and identify common failure patterns across all their tests in Connect's analytics dashboards. These capabilities enable you to rapidly validate changes to your workflows and confidently deploy new experiences to adapt to your ever-changing business needs. @@ -261 +261 @@ Amazon Connect now allows you to test and simulate contact center experiences in -For more information, see [Amazon Connect Testing and Simulation](./testing-simulation.html). +For more information, see [Connect Customer Testing and Simulation](./testing-simulation.html). @@ -265 +265 @@ For more information, see [Amazon Connect Testing and Simulation](./testing-simu