AWS connect documentation change
Summary
Updated product branding from 'Amazon Connect' to 'Connect Customer' throughout the document history entries, including feature descriptions, API references, and service-linked role policies.
Security assessment
The changes are consistent branding updates without introducing new security vulnerabilities or security feature documentation. Security-related entries (e.g., granular permissions, data redaction) were renamed but do not indicate fixes for security issues.
Diff
diff --git a/connect/latest/adminguide/doc-history.md b/connect/latest/adminguide/doc-history.md index 5b86abe72..11a02cf1c 100644 --- a//connect/latest/adminguide/doc-history.md +++ b//connect/latest/adminguide/doc-history.md @@ -9 +9 @@ Earlier updates -# Amazon Connect Document history +# Connect Customer Document history @@ -13 +13 @@ Change| Description| Date -Provide agent coaching| Supervisors and managers can now provide coaching to agents directly within Amazon Connect. For more information, see [Provide agent coaching](https://docs.aws.amazon.com/connect/latest/adminguide/provide-coaching.html).| March 3, 2026 +Provide agent coaching| Supervisors and managers can now provide coaching to agents directly within Connect Customer. For more information, see [Provide agent coaching](https://docs.aws.amazon.com/connect/latest/adminguide/provide-coaching.html).| March 3, 2026 @@ -16,6 +16,6 @@ Amazon Connect now enables per-channel auto-accept and After Contact Work (ACW) -Audio Enhancement for agents| 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. For more information, see [Enable Audio Enhancement](https://docs.aws.amazon.com/connect/latest/adminguide/audio-enhancement.html).| February 4, 2026 -Recurring events for operating hours| Amazon Connect now makes it easier to manage contact center operating hours using recurring events with a visual calendar that provides at-a-glance visibility. For more information, see [Set overrides for extended, reduced, and holiday hours](https://docs.aws.amazon.com/connect/latest/latest/adminguide/hours-of-operation-overrides.html).| January 12, 2026 -WhatsApp channel for outbound campaigns| Amazon Connect now supports WhatsApp as a channel for outbound campaigns, enabling businesses to reach customers through WhatsApp messaging with template-based communications. For more information, see [Create outbound campaigns](https://docs.aws.amazon.com/connect/latest/adminguide/how-to-create-campaigns.html).| November 30, 2025 -Using Views to create persona-based Workspace pages| Amazon Connect Views and Guides UI changes to improve the View resource and power persona-based Workspaces. For more information, see [Using Views to create persona-based Workspace pages](https://docs.aws.amazon.com/connect/latest/adminguide/use-views-to-create-persona-based-workspace-pages.html)| November 30, 2025 -Use Amazon Connect agentic assistance| Amazon Connect provides AI agents that help customer service representatives solve live interactions with end customers. For more information, see [Use Amazon Connect agentic assistance](https://docs.aws.amazon.com/connect/latest/adminguide/agentic-assistance.html).| November 30, 2025 -Tag based access control for Amazon Connect performance evaluations| Amazon Connect now supports tag based access control for Amazon Connect performance evaluations. For more information, see [Set up tag-based-access controls on performance evaluations](https://docs.aws.amazon.com/connect/latest/adminguide/tag-based-access-control-performance-evaluations.html) | November 30, 2025 +Audio Enhancement for agents| 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. For more information, see [Enable Audio Enhancement](https://docs.aws.amazon.com/connect/latest/adminguide/audio-enhancement.html).| February 4, 2026 +Recurring events for operating hours| Connect Customer now makes it easier to manage contact center operating hours using recurring events with a visual calendar that provides at-a-glance visibility. For more information, see [Set overrides for extended, reduced, and holiday hours](https://docs.aws.amazon.com/connect/latest/latest/adminguide/hours-of-operation-overrides.html).| January 12, 2026 +WhatsApp channel for outbound campaigns| Connect Customer now supports WhatsApp as a channel for outbound campaigns, enabling businesses to reach customers through WhatsApp messaging with template-based communications. For more information, see [Create outbound campaigns](https://docs.aws.amazon.com/connect/latest/adminguide/how-to-create-campaigns.html).| November 30, 2025 +Using Views to create persona-based Workspace pages| Connect Customer Views and Guides UI changes to improve the View resource and power persona-based Workspaces. For more information, see [Using Views to create persona-based Workspace pages](https://docs.aws.amazon.com/connect/latest/adminguide/use-views-to-create-persona-based-workspace-pages.html)| November 30, 2025 +Use Connect Customer agentic assistance| Connect Customer provides AI agents that help customer service representatives solve live interactions with end customers. For more information, see [Use Connect Customer agentic assistance](https://docs.aws.amazon.com/connect/latest/adminguide/agentic-assistance.html).| November 30, 2025 +Tag based access control for Connect Customer performance evaluations| Connect Customer now supports tag based access control for Connect Customer performance evaluations. For more information, see [Set up tag-based-access controls on performance evaluations](https://docs.aws.amazon.com/connect/latest/adminguide/tag-based-access-control-performance-evaluations.html) | November 30, 2025 @@ -24,6 +24,6 @@ Performance evaluations of self-service interactions| You can now automatically -Get stored content flow block| Introduces a new flow block called Get stored content. For more information, see [Flow block in Amazon Connect: Get stored content ](https://docs.aws.amazon.com/connect/latest/adminguide/get-stored-content.html)| November 30, 2025 -Enable message streaming for AI-powered chat| Amazon Connect supports message streaming for AI-powered chat interactions. For more information, see [Enable message streaming for AI-powered chat](https://docs.aws.amazon.com/connect/latest/adminguide/message-streaming-ai-chat.html).| November 30, 2025 -Enable in-flight sensitive data redaction and message processing| Amazon Connect supports message processing that intercepts and modifies chat messages before they reach any participant. For more information, see [Enable in-flight sensitive data redaction and message processing](https://docs.aws.amazon.com/connect/latest/adminguide/redaction-message-processing.html).| November 30, 2025 -Custom metrics| Added three new tables documenting metric level filters, grouping keys, and top-level filters used in Amazon Connect contact center analytics, including detailed schemas for Contact and Agent metric categories. For more information, see [Metric primitives definitions for Amazon Connect](https://docs.aws.amazon.com/connect/latest/latest/adminguide/metrics-primitive-definitions.html).| November 30, 2025 -Create a multi-step and multi-channel journey| Amazon Connect supports creating a multi-step and multi-channel journey. For more information, see <https://docs.aws.amazon.com/connect/latest/adminguide/create-a-multi-step-and-multi-channel-journey.html>Create a multi-step and multi-channel journey| November 30, 2025 -Connect Model Context Protocol support| Amazon Connect now supports Model Context Protocol (MCP), enabling AI agents for both end-customer self-service and employee assistance to use standardized tools for retrieving information and completing actions. For more information, see [Connect Model Context Protocol support](https://docs.aws.amazon.com/connect/latest/adminguide/ai-agent-mcp-tools.html).| November 30, 2025 +Get stored content flow block| Introduces a new flow block called Get stored content. For more information, see [Flow block in Connect Customer: Get stored content ](https://docs.aws.amazon.com/connect/latest/adminguide/get-stored-content.html)| November 30, 2025 +Enable message streaming for AI-powered chat| Connect Customer supports message streaming for AI-powered chat interactions. For more information, see [Enable message streaming for AI-powered chat](https://docs.aws.amazon.com/connect/latest/adminguide/message-streaming-ai-chat.html).| November 30, 2025 +Enable in-flight sensitive data redaction and message processing| Connect Customer supports message processing that intercepts and modifies chat messages before they reach any participant. For more information, see [Enable in-flight sensitive data redaction and message processing](https://docs.aws.amazon.com/connect/latest/adminguide/redaction-message-processing.html).| November 30, 2025 +Custom metrics| Added three new tables documenting metric level filters, grouping keys, and top-level filters used in Connect Customer contact center analytics, including detailed schemas for Contact and Agent metric categories. For more information, see [Metric primitives definitions for Connect Customer](https://docs.aws.amazon.com/connect/latest/latest/adminguide/metrics-primitive-definitions.html).| November 30, 2025 +Create a multi-step and multi-channel journey| Connect Customer supports creating a multi-step and multi-channel journey. For more information, see <https://docs.aws.amazon.com/connect/latest/adminguide/create-a-multi-step-and-multi-channel-journey.html>Create a multi-step and multi-channel journey| November 30, 2025 +Connect Model Context Protocol support| Connect Customer now supports Model Context Protocol (MCP), enabling AI agents for both end-customer self-service and employee assistance to use standardized tools for retrieving information and completing actions. For more information, see [Connect Model Context Protocol support](https://docs.aws.amazon.com/connect/latest/adminguide/ai-agent-mcp-tools.html).| November 30, 2025 @@ -31,2 +31,2 @@ Agent-initiated flows| Agents can now initiate flows during active chat sessions -Added support for third-party speech providers| Amazon Connect now supports third-party speech-to-text (STT) and text-to-speech (TTS) providers like Deepgram and ElevenLabs. This allows contact centers to use external speech services directly within Amazon Connect through a simple console configuration—no coding required. For more information, see [Configure third-party speech providers](https://docs.aws.amazon.com/connect/latest/adminguide/configure-third-party-speech-providers.html).| November 30, 2025 -Added support for testing and simulation| Amazon Connect supports testing and simulation call simulation capabilities to let customers to simulate their contact center experiences. For more information, see [Amazon Connect call simulation](https://docs.aws.amazon.com/connect/latest/adminguide/testing-simulation.html).| November 30, 2025 +Added support for third-party speech providers| Connect Customer now supports third-party speech-to-text (STT) and text-to-speech (TTS) providers like Deepgram and ElevenLabs. This allows contact centers to use external speech services directly within Connect Customer through a simple console configuration—no coding required. For more information, see [Configure third-party speech providers](https://docs.aws.amazon.com/connect/latest/adminguide/configure-third-party-speech-providers.html).| November 30, 2025 +Added support for testing and simulation| Connect Customer supports testing and simulation call simulation capabilities to let customers to simulate their contact center experiences. For more information, see [Connect Customer call simulation](https://docs.aws.amazon.com/connect/latest/adminguide/testing-simulation.html).| November 30, 2025 @@ -34 +34 @@ Added AI agent performance metrics| Added the **AI Agent performance dashboard** -Updated AmazonConnectSynchronizationServiceRolePolicy service-linked role managed policy| Added batch and import actions for Managed Synchronization. For more details on the changes, see [Amazon Connect updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| November 21, 2025 +Updated AmazonConnectSynchronizationServiceRolePolicy service-linked role managed policy| Added batch and import actions for Managed Synchronization. For more details on the changes, see [Connect Customer updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| November 21, 2025 @@ -36,2 +36,2 @@ Customize service level calculations| You can customize service level calculatio -Added new action to AmazonConnectServiceLinkedRolePolicy| Updated the service-linked role managed policy with an action for Connect AI agents. For more information, see [Amazon Connect updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| November 18, 2025 -Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy| The Amazon Connect service-linked role (SLR) now includes AWS End User Messaging Social permissions that allow listing WhatsApp business accounts. Additionally, the SLR enables listing WhatsApp message templates and retrieving details about specific templates from business accounts that are tagged `AmazonConnectEnabled : True`. For a description of the additional actions, see [Amazon Connect updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| October 27, 2025 +Added new action to AmazonConnectServiceLinkedRolePolicy| Updated the service-linked role managed policy with an action for Connect AI agents. For more information, see [Connect Customer updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| November 18, 2025 +Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy| The Connect Customer service-linked role (SLR) now includes AWS End User Messaging Social permissions that allow listing WhatsApp business accounts. Additionally, the SLR enables listing WhatsApp message templates and retrieving details about specific templates from business accounts that are tagged `AmazonConnectEnabled : True`. For a description of the additional actions, see [Connect Customer updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| October 27, 2025 @@ -40 +40 @@ Preview dialing mode for outbound campaigns| Outbound campaigns support preview -Granular permissions for conversation recordings and transcripts| You can use granular permissions to manage access to conversation recordings and transcripts in the Amazon Connect admin website. You can separately configure access to recordings and transcripts, allowing users to listen to calls while preventing unauthorized copying of transcripts. Amazon Connect provides flexible download controls, enabling users to download redacted recordings while restricting downloads of unredacted versions. For more information, see [List of security profile permissions](https://docs.aws.amazon.com/connect/latest/adminguide/security-profile-list.html).| October 22, 2025 +Granular permissions for conversation recordings and transcripts| You can use granular permissions to manage access to conversation recordings and transcripts in the Connect Customer admin website. You can separately configure access to recordings and transcripts, allowing users to listen to calls while preventing unauthorized copying of transcripts. Connect Customer provides flexible download controls, enabling users to download redacted recordings while restricting downloads of unredacted versions. For more information, see [List of security profile permissions](https://docs.aws.amazon.com/connect/latest/adminguide/security-profile-list.html).| October 22, 2025 @@ -43,3 +43,3 @@ Search for related items across all cases within a domain| You can use the [Sear -Generative AI-powered email conversation overviews and suggested responses| Amazon Connect provides agents with generative AI-powered email conversation overviews, suggested actions, and responses. This enables agents to handle emails more efficiently, so customers receive faster, more consistent support. For more information, see [Use generative AI-powered email conversation overviews and suggested responses](https://docs.aws.amazon.com/connect/latest/adminguide/use-generative-ai-email.html). Also see the [CreateSession](https://docs.aws.amazon.com/connect/latest/APIReference/API_amazon-q-connect_CreateSession.html) API for updates to support this feature, updates to data types such as [DataDetails](https://docs.aws.amazon.com/connect/latest/APIReference/API_amazon-q-connect_DataDetails.html), and new data types such as [EmailGenerativeAnswerAIAgentConfiguration](https://docs.aws.amazon.com/connect/latest/APIReference/API_amazon-q-connect_EmailGenerativeAnswerAIAgentConfiguration.html).| October 2, 2025 -Amazon Connect makes it easier to get customer input on outbound calls| Amazon Connect supports [Get customer input](https://docs.aws.amazon.com/connect/latest/adminguide/get-customer-input.html) and [Store customer input](https://docs.aws.amazon.com/connect/latest/adminguide/store-customer-input.html) flow blocks for outbound voice whisper flows. The **Get customer input block** allows a prompt to be played to a customer on an outbound call after they answer the call but before they are connected with an agent, and the customer’s response can be collected through either DTMF input or by using an Amazon Lex bot. | October 2, 2025 -Agent time-off balance data in the Amazon Connect data lake| Agent time-off balance data is available in the Amazon Connect data lake, making it easier for you to generate reports and insights from this data. You access the latest and historical agent time-off balances across different time-off categories (paid time-off, sick leave, leave of absence, etc.) in the data lake. You can also view a chronological list of all transactions that impacted the balance. For more information, see [Staff timeoff balance changes](https://docs.aws.amazon.com/connect/latest/adminguide/data-lake-scheduling.html#data-lake-staff-timeoff-balance-changes).| October 1, 2025 +Generative AI-powered email conversation overviews and suggested responses| Connect Customer provides agents with generative AI-powered email conversation overviews, suggested actions, and responses. This enables agents to handle emails more efficiently, so customers receive faster, more consistent support. For more information, see [Use generative AI-powered email conversation overviews and suggested responses](https://docs.aws.amazon.com/connect/latest/adminguide/use-generative-ai-email.html). Also see the [CreateSession](https://docs.aws.amazon.com/connect/latest/APIReference/API_amazon-q-connect_CreateSession.html) API for updates to support this feature, updates to data types such as [DataDetails](https://docs.aws.amazon.com/connect/latest/APIReference/API_amazon-q-connect_DataDetails.html), and new data types such as [EmailGenerativeAnswerAIAgentConfiguration](https://docs.aws.amazon.com/connect/latest/APIReference/API_amazon-q-connect_EmailGenerativeAnswerAIAgentConfiguration.html).| October 2, 2025 +Connect Customer makes it easier to get customer input on outbound calls| Connect Customer supports [Get customer input](https://docs.aws.amazon.com/connect/latest/adminguide/get-customer-input.html) and [Store customer input](https://docs.aws.amazon.com/connect/latest/adminguide/store-customer-input.html) flow blocks for outbound voice whisper flows. The **Get customer input block** allows a prompt to be played to a customer on an outbound call after they answer the call but before they are connected with an agent, and the customer’s response can be collected through either DTMF input or by using an Amazon Lex bot. | October 2, 2025 +Agent time-off balance data in the Connect Customer data lake| Agent time-off balance data is available in the Connect Customer data lake, making it easier for you to generate reports and insights from this data. You access the latest and historical agent time-off balances across different time-off categories (paid time-off, sick leave, leave of absence, etc.) in the data lake. You can also view a chronological list of all transactions that impacted the balance. For more information, see [Staff timeoff balance changes](https://docs.aws.amazon.com/connect/latest/adminguide/data-lake-scheduling.html#data-lake-staff-timeoff-balance-changes).| October 1, 2025 @@ -48 +48 @@ Added two APIs| Use these APIs for custom contact routing and manual contact ass -Dashboards support filtering and comparing metrics by any time range| Amazon Connect dashboards support selecting and comparing any time ranges. This enables you to focus on specific, relevant data and perform in-depth analysis up to a maximum of 35 days in the last 3 months. Additionally, you can select Week to Date and Month to Date time ranges. For more information, see [Dashboards in Amazon Connect for getting contact center performance data](https://docs.aws.amazon.com/connect/latest/adminguide/dashboards.html).| September 23, 2025 +Dashboards support filtering and comparing metrics by any time range| Connect Customer dashboards support selecting and comparing any time ranges. This enables you to focus on specific, relevant data and perform in-depth analysis up to a maximum of 35 days in the last 3 months. Additionally, you can select Week to Date and Month to Date time ranges. For more information, see [Dashboards in Connect Customer for getting contact center performance data](https://docs.aws.amazon.com/connect/latest/adminguide/dashboards.html).| September 23, 2025 @@ -50 +50 @@ Customize service level calculations| You can customize service level calculatio -Amazon Connect Contact Lens sensitive data redaction in 7 additional languages| French (France, Canada), Portuguese (Portugal, Brazil), Italian, German, and Spanish (Spain). For more information, see [AI features](https://docs.aws.amazon.com/connect/latest/adminguide/supported-languages.html#supported-languages-contact-lens.html).| September 22, 2025 +Connect Customer Contact Lens sensitive data redaction in 7 additional languages| French (France, Canada), Portuguese (Portugal, Brazil), Italian, German, and Spanish (Spain). For more information, see [AI features](https://docs.aws.amazon.com/connect/latest/adminguide/supported-languages.html#supported-languages-contact-lens.html).| September 22, 2025 @@ -54,2 +54,2 @@ New callback metrics| For a list of new metrics, see [September 2025 Updates](ht -New detailed disconnect reasons for improved call troubleshooting| Amazon Connect offers expanded disconnect reasons to help you better understand why outbound calls failed to connect in your contact center. These enhanced reasons are based on standard telecom error codes that provide deeper call insights and enable faster troubleshooting. For more information, see DisconnectReason under [ContactTraceRecord](https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html#ctr-ContactTraceRecord).| September 8, 2025 -Use agent hierarchy filters to search for contacts| You can search for contacts by using agent hierarchy filters on the **Contact search** page in the Amazon Connect admin website You can drill-down into your hierarchy to review contacts handled by specific contact center sites, departments or teams, for assessing contact quality or agent performance. For more information, see [Search for completed and in-progress contacts in Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/contact-search.html).| September 4, 2025 +New detailed disconnect reasons for improved call troubleshooting| Connect Customer offers expanded disconnect reasons to help you better understand why outbound calls failed to connect in your contact center. These enhanced reasons are based on standard telecom error codes that provide deeper call insights and enable faster troubleshooting. For more information, see DisconnectReason under [ContactTraceRecord](https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html#ctr-ContactTraceRecord).| September 8, 2025 +Use agent hierarchy filters to search for contacts| You can search for contacts by using agent hierarchy filters on the **Contact search** page in the Connect Customer admin website You can drill-down into your hierarchy to review contacts handled by specific contact center sites, departments or teams, for assessing contact quality or agent performance. For more information, see [Search for completed and in-progress contacts in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/contact-search.html).| September 4, 2025 @@ -57 +57 @@ Manual work item assignment for agents| Agents can manually prioritize the next -Contact Lens with external voice expanded to additional AWS Regions| Contact Lens with external voice is now supported in Asia Pacific (Tokyo), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt), and Europe (London). For more information, see [Integrate Amazon Connect Contact Lens with external voice systems](https://docs.aws.amazon.com/connect/latest/adminguide/contact-lens-integration.html) and [Contact Lens availability by Region](https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#contactlens_region).| August 25, 2025 +Contact Lens with external voice expanded to additional AWS Regions| Contact Lens with external voice is now supported in Asia Pacific (Tokyo), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt), and Europe (London). For more information, see [Integrate Connect Customer Contact Lens with external voice systems](https://docs.aws.amazon.com/connect/latest/adminguide/contact-lens-integration.html) and [Contact Lens availability by Region](https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#contactlens_region).| August 25, 2025 @@ -59,5 +59,5 @@ Updated requirements for ordering and porting phone numbers in Chile| Updated th -Multi-user web, in-app, and video calling| Amazon Connect supports multi-user web, in-app, and video calling, allowing multiple users to join the same session with an agent through a web browser or mobile application. For more information, see the [Enable multi-user in-app, web, and video calling](https://docs.aws.amazon.com/connect/latest/adminguide/enable-multiuser-inapp.html). | August 18, 2025 -Recurring activities in agent schedules| Amazon Connect supports recurring activities in agent schedules, allowing you to add repeating events such as daily stand-ups or weekly team meetings as automatic series in agent schedules. For more information, see [Forecasting, capacity planning, and scheduling in Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/forecasting-capacity-planning-scheduling.html).| August 15, 2025 -Amazon Connect communications widget supports task and email forms for websites and applications| Amazon Connect provides out-of-the-box embedding of tasks and emails into websites and applications using the contact form option in the communications widget. Supervisors can configure customer-facing forms using the drag and drop editor and generate code snippets for website integration. For more information, see [Add the Connect widget to your website to accept chat, task, email, and web calling contacts](https://docs.aws.amazon.com/connect/latest/adminguide/connect-widget-on-website.html).| August 15, 2025 -Amazon Connect Outbound Campaigns supports multi-profile campaigns and enhanced phone number retry sequencing| Amazon Connect Outbound Campaigns supports account-based campaigns and enhanced phone number retry sequencing. You can target multiple profiles within the same campaign and define prioritized contact sequences across multiple phone numbers. For more information, see [Outbound Campaigns](https://docs.aws.amazon.com/connect/latest/adminguide/outbound-campaigns.html).| August 11, 2025 -Amazon Connect launches GetContactMetrics API for real-time position in queue| You can retrieve real-time queue position data through the GetContactMetrics API. For more information, see the [GetContactMetrics](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetContactMetrics.html) API and the [Position in queue](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html#position-in-queue) metric.| August 8, 2025 +Multi-user web, in-app, and video calling| Connect Customer supports multi-user web, in-app, and video calling, allowing multiple users to join the same session with an agent through a web browser or mobile application. For more information, see the [Enable multi-user in-app, web, and video calling](https://docs.aws.amazon.com/connect/latest/adminguide/enable-multiuser-inapp.html). | August 18, 2025 +Recurring activities in agent schedules| Connect Customer supports recurring activities in agent schedules, allowing you to add repeating events such as daily stand-ups or weekly team meetings as automatic series in agent schedules. For more information, see [Forecasting, capacity planning, and scheduling in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/forecasting-capacity-planning-scheduling.html).| August 15, 2025 +Connect Customer communications widget supports task and email forms for websites and applications| Connect Customer provides out-of-the-box embedding of tasks and emails into websites and applications using the contact form option in the communications widget. Supervisors can configure customer-facing forms using the drag and drop editor and generate code snippets for website integration. For more information, see [Add the Connect widget to your website to accept chat, task, email, and web calling contacts](https://docs.aws.amazon.com/connect/latest/adminguide/connect-widget-on-website.html).| August 15, 2025 +Connect Customer Outbound Campaigns supports multi-profile campaigns and enhanced phone number retry sequencing| Connect Customer Outbound Campaigns supports account-based campaigns and enhanced phone number retry sequencing. You can target multiple profiles within the same campaign and define prioritized contact sequences across multiple phone numbers. For more information, see [Outbound Campaigns](https://docs.aws.amazon.com/connect/latest/adminguide/outbound-campaigns.html).| August 11, 2025 +Connect Customer launches GetContactMetrics API for real-time position in queue| You can retrieve real-time queue position data through the GetContactMetrics API. For more information, see the [GetContactMetrics](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetContactMetrics.html) API and the [Position in queue](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html#position-in-queue) metric.| August 8, 2025 @@ -67,2 +67,2 @@ Added topic on troubleshooting Connect AI agents self-service issues| For more i -Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy| Updated the service-linked role managed policy with Amazon Connect Customer Profiles permissions. Also, added support for profile UploadJobs on all amazon-connect-* resources, and not just “upload-jobs” resources. For a description of the additional actions, see [Amazon Connect updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| July 25, 2025 -Enhanced third-party application support in agent workspace| Amazon Connect allows businesses to introduce new actions and workflows into the agent workspace, powered by third-party applications running in the background. This enhancement enables agents to complete more advanced workflows within a single-pane-of-glass experience, improving their productivity and customer satisfaction. For more information, see [Third-party applications in agent workspace](https://docs.aws.amazon.com/connect/latest/adminguide/3p-apps-agent-workspace.html).| July 25, 2025 +Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy| Updated the service-linked role managed policy with Connect Customer Customer Profiles permissions. Also, added support for profile UploadJobs on all amazon-connect-* resources, and not just “upload-jobs” resources. For a description of the additional actions, see [Connect Customer updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| July 25, 2025 +Enhanced third-party application support in agent workspace| Connect Customer allows businesses to introduce new actions and workflows into the agent workspace, powered by third-party applications running in the background. This enhancement enables agents to complete more advanced workflows within a single-pane-of-glass experience, improving their productivity and customer satisfaction. For more information, see [Third-party applications in agent workspace](https://docs.aws.amazon.com/connect/latest/adminguide/3p-apps-agent-workspace.html).| July 25, 2025 @@ -72,4 +72,4 @@ New disconnect reason| Added CUSTOMER_NEVER_ARRIVED as a new DisconnectReason to -AmazonConnectServiceLinkedRolePolicy – Added actions for Amazon Polly| Updated the service-linked role managed policy with Amazon Polly permissions. For a description of the additional actions, see [Amazon Connect updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| July 15, 2025 -Analytics dashboard in agent workspace| Amazon Connect now provides agents with an out-of-box analytics dashboard in the agent workspace. The dashboard displays individual performance metrics and queue status information to help agents make data-driven decisions. For more information, see [Performance dashboard in the agent workspace](https://docs.aws.amazon.com/connect/latest/adminguide/performance-dashboard-aw.html). A new widget, **Agent status drill down** , has been added to the **Queue and agent performance** dashboard. For more information, see [Agent status drill down](https://docs.aws.amazon.com/connect/latest/adminguide/queue-performance-dashboard.html#agent-status-drill-down). A new metric, **Agents on contact** , is now available. For more information, see [Agents on contact](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html#agents-on-contact).| July 14, 2025 -Parallel AWS Lambda execution in flows| You can set up the parallel execution of AWS Lambda functions in flows, enabling faster and more seamless customer experiences. You can integrate with third-party or homegrown systems such as CRMs by using Lambda to automate tasks like reading or updating customer records. You can now execute multiple Lambda functions concurrently or continue progressing the flow and run additional actions while a Lambda runs. For more information, see [Flow block in Amazon Connect: AWS Lambda function](https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html).| July 7, 2025 -Enhanced flow designer UI editing features| Amazon Connect provides new editing and accessibility enhancements for the drag-and-drop flow designer making it easier to build customer service experiences. These enhancements include keyboard navigation, auto arranging of blocks, screen reader support, and improved support for high zoom on browsers. For more information, see see [Release notes](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html#flow-designer-newfeatures-june25).| July 3, 2025 +AmazonConnectServiceLinkedRolePolicy – Added actions for Amazon Polly| Updated the service-linked role managed policy with Amazon Polly permissions. For a description of the additional actions, see [Connect Customer updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| July 15, 2025 +Analytics dashboard in agent workspace| Connect Customer now provides agents with an out-of-box analytics dashboard in the agent workspace. The dashboard displays individual performance metrics and queue status information to help agents make data-driven decisions. For more information, see [Performance dashboard in the agent workspace](https://docs.aws.amazon.com/connect/latest/adminguide/performance-dashboard-aw.html). A new widget, **Agent status drill down** , has been added to the **Queue and agent performance** dashboard. For more information, see [Agent status drill down](https://docs.aws.amazon.com/connect/latest/adminguide/queue-performance-dashboard.html#agent-status-drill-down). A new metric, **Agents on contact** , is now available. For more information, see [Agents on contact](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html#agents-on-contact).| July 14, 2025 +Parallel AWS Lambda execution in flows| You can set up the parallel execution of AWS Lambda functions in flows, enabling faster and more seamless customer experiences. You can integrate with third-party or homegrown systems such as CRMs by using Lambda to automate tasks like reading or updating customer records. You can now execute multiple Lambda functions concurrently or continue progressing the flow and run additional actions while a Lambda runs. For more information, see [Flow block in Connect Customer: AWS Lambda function](https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html).| July 7, 2025 +Enhanced flow designer UI editing features| Connect Customer provides new editing and accessibility enhancements for the drag-and-drop flow designer making it easier to build customer service experiences. These enhancements include keyboard navigation, auto arranging of blocks, screen reader support, and improved support for high zoom on browsers. For more information, see see [Release notes](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-release-notes.html#flow-designer-newfeatures-june25).| July 3, 2025 @@ -77,5 +77,5 @@ Use customizable work labels for agent scheduling| You can use customizable work -Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy| Updated the service-linked role managed policy with Amazon Connect Customer Profiles permissions. For a description of the additional actions, see [Amazon Connect updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| June 30, 2025 -Segment creation from imported files in Customer Profiles| Amazon Connect Customer Profiles enables you to create customer segments from imported CSV files. This feature allows you to upload predefined customer lists and use them for targeted engagement strategies. For more information, see [Create segments from imported files](https://docs.aws.amazon.com/connect/latest/adminguide/customer-segments-imported-files.html).| June 30, 2025 -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](https://docs.aws.amazon.com/connect/latest/adminguide/evaluations-external-activities.html).| June 30, 2025 -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 intuitive 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 [No-code UI builder](https://docs.aws.amazon.com/connect/latest/adminguide/no-code-ui-builder.html), especially the subtopic [Configure dynamic fields](https://docs.aws.amazon.com/connect/latest/adminguide/no-code-ui-builder-properties-dynamic-fields.html).| June 30, 2025 -Enhanced audio treatment for customers in queue| Amazon Connect enables you to run flow logic while maintaining continuous audio playback for customers in queue. This enhancement allows you to modify routing decisions without interrupting the customer's listening experience. For more information, see [How the Loop prompts interrupt option works](https://docs.aws.amazon.com/connect/latest/adminguide/loop-prompts.html#loop-prompts-interrupt).| June 30, 2025 +Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy| Updated the service-linked role managed policy with Connect Customer Customer Profiles permissions. For a description of the additional actions, see [Connect Customer updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| June 30, 2025 +Segment creation from imported files in Customer Profiles| Connect Customer Customer Profiles enables you to create customer segments from imported CSV files. This feature allows you to upload predefined customer lists and use them for targeted engagement strategies. For more information, see [Create segments from imported files](https://docs.aws.amazon.com/connect/latest/adminguide/customer-segments-imported-files.html).| June 30, 2025 +Ingest agent activities from third-party applications to evaluate agent performance| You can integrate agent activities from third-party applications as Connect Customer tasks. Managers can then evaluate these activities alongside work completed in Connect Customer. 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](https://docs.aws.amazon.com/connect/latest/adminguide/evaluations-external-activities.html).| June 30, 2025 +Improved UI for No-code builder| The Connect Customer 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 intuitive and consistent with Connect Customer workflow orchestration. In addition, the UI builder contains a consistent look and feel with the rest of Connect Customer by using [Cloudscape Design System](https://cloudscape.design/) components. For more information, see [No-code UI builder](https://docs.aws.amazon.com/connect/latest/adminguide/no-code-ui-builder.html), especially the subtopic [Configure dynamic fields](https://docs.aws.amazon.com/connect/latest/adminguide/no-code-ui-builder-properties-dynamic-fields.html).| June 30, 2025 +Enhanced audio treatment for customers in queue| Connect Customer enables you to run flow logic while maintaining continuous audio playback for customers in queue. This enhancement allows you to modify routing decisions without interrupting the customer's listening experience. For more information, see [How the Loop prompts interrupt option works](https://docs.aws.amazon.com/connect/latest/adminguide/loop-prompts.html#loop-prompts-interrupt).| June 30, 2025 @@ -83,3 +83,3 @@ Create instance replication between Asia Pacific (Tokyo) and Asia Pacific (Osaka -Added chat metrics, and new fields to the Contacts record in the Amazon Connect data lake| For a list of new metrics, see [Release notes](https://docs.aws.amazon.com/connect/latest/adminguide/new-metrics-june25.html).| June 30, 2025 -New quota: Maximum contacts in an agent queue per instance| A new quota has been introduced for the maximum number of contacts that can be queued at once in a single agent queue. The quota is set to 10 contacts per queue and applies to every agent queue in your instance. (The default was already 10 contacts; we're surfacing the quota so it's easier for you to change.) This is a resource-level quota and can be increased upon request. For more information, see [Amazon Connect service quotas](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html).| June 12, 2025 -Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy| Updated the service-linked role managed policy with additional Amazon Connect Customer Profiles permissions. For a description of the additional actions, see [Amazon Connect updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| June 9, 2025 +Added chat metrics, and new fields to the Contacts record in the Connect Customer data lake| For a list of new metrics, see [Release notes](https://docs.aws.amazon.com/connect/latest/adminguide/new-metrics-june25.html).| June 30, 2025 +New quota: Maximum contacts in an agent queue per instance| A new quota has been introduced for the maximum number of contacts that can be queued at once in a single agent queue. The quota is set to 10 contacts per queue and applies to every agent queue in your instance. (The default was already 10 contacts; we're surfacing the quota so it's easier for you to change.) This is a resource-level quota and can be increased upon request. For more information, see [Connect Customer service quotas](https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html).| June 12, 2025 +Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy| Updated the service-linked role managed policy with additional Connect Customer Customer Profiles permissions. For a description of the additional actions, see [Connect Customer updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| June 9, 2025 @@ -87,3 +87,3 @@ Updates to email quotas| The **Email domains per instance quota** has been incre -Enhanced hold duration tracking for multiparty calls| You can track durations of holds initiated by individual agents in multiparty calling scenarios by using the new Agent Initiated Hold Duration field on the contact record. Use this field to gain insights into hold patterns at the individual agent level during customer interactions. For more information, see AgentInitiatedHoldDuration in [Data model for Amazon Connect contact records](https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html) | June 3, 2025 -End of support notice for Amazon Connect Voice ID| End of support notice: On May 20, 2026, AWS will end support for Amazon Connect Voice ID. After May 20, 2026, you will no longer be able to access Voice ID on the Amazon Connect console, access Voice ID features on the Amazon Connect admin website or Contact Control Panel, or access Voice ID resources. For more information, visit [Amazon Connect Voice ID end of support](https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html). | May 20, 2025 -Audio optimization for Omnissa cloud desktops| You can deliver high-quality voice experiences in Omnissa Virtual Desktop Infrastructure (VDI) environments. Amazon Connect automatically optimizes audio by redirecting media from your agent's local desktop to Amazon Connect, simplifying the agent experience and improving audio quality by reducing network hops. Agents can simply log into their Omnissa remote desktop application (that is, Omnissa Horizon) and start accepting calls using your custom agent user interface. For more information, see [Optimize Amazon Connect audio for Omnissa cloud desktops](https://docs.aws.amazon.com/connect/latest/adminguide/using-ccp-vdi-omnissa-step-by-step.html). | May 8, 2025 +Enhanced hold duration tracking for multiparty calls| You can track durations of holds initiated by individual agents in multiparty calling scenarios by using the new Agent Initiated Hold Duration field on the contact record. Use this field to gain insights into hold patterns at the individual agent level during customer interactions. For more information, see AgentInitiatedHoldDuration in [Data model for Connect Customer contact records](https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html) | June 3, 2025 +End of support notice for Connect Customer Voice ID| End of support notice: On May 20, 2026, AWS will end support for Amazon Connect Voice ID. After May 20, 2026, you will no longer be able to access Voice ID on the Amazon Connect console, access Voice ID features on the Connect Customer admin website or Contact Control Panel, or access Voice ID resources. For more information, visit [Amazon Connect Voice ID end of support](https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html). | May 20, 2025 +Audio optimization for Omnissa cloud desktops| You can deliver high-quality voice experiences in Omnissa Virtual Desktop Infrastructure (VDI) environments. Connect Customer automatically optimizes audio by redirecting media from your agent's local desktop to Connect Customer, simplifying the agent experience and improving audio quality by reducing network hops. Agents can simply log into their Omnissa remote desktop application (that is, Omnissa Horizon) and start accepting calls using your custom agent user interface. For more information, see [Optimize Connect Customer audio for Omnissa cloud desktops](https://docs.aws.amazon.com/connect/latest/adminguide/using-ccp-vdi-omnissa-step-by-step.html). | May 8, 2025 @@ -91,2 +91,2 @@ Agent hierarchy groups datatype in data lake| You can use an agent hierarchy gro -Additional AWS Regions for WhatsApp Business messaging and SMS| Amazon Connect supports WhatsApp Business messaging and SMS in additional Regions. For more information, see [Availability of Amazon Connect features by Region](https://docs.aws.amazon.com/connect/latest/adminguide/regions.html). | May 6, 2025 -Access Contact Lens real-time dashboards in AWS GovCloud (US) Region| You can access Amazon Connect Contact Lens real-time queue and agent performance dashboards, and flows performance dashboards in AWS GovCloud (US) Region, a secure cloud environment designed for government and public sector customers. For more information, see [Contact Lens features by Region](https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#contactlens_region). | May 6, 2025 +Additional AWS Regions for WhatsApp Business messaging and SMS| Connect Customer supports WhatsApp Business messaging and SMS in additional Regions. For more information, see [Availability of Amazon Connect features by Region](https://docs.aws.amazon.com/connect/latest/adminguide/regions.html). | May 6, 2025 +Access Contact Lens real-time dashboards in AWS GovCloud (US) Region| You can access Connect Customer Contact Lens real-time queue and agent performance dashboards, and flows performance dashboards in AWS GovCloud (US) Region, a secure cloud environment designed for government and public sector customers. For more information, see [Contact Lens features by Region](https://docs.aws.amazon.com/connect/latest/adminguide/regions.html#contactlens_region). | May 6, 2025 @@ -99,2 +99,2 @@ Combined historical and real-time metrics definitions into one topic| Combined t -Enforce granular access control by using agent hierarchies| You can enforce granular access control based on a specific agent hierarchy. For example, you can configure hierarchy groups and levels for a team, and only users assigned to a hierarchy group within that team will be able to see metrics for those agents. For more information, see [Apply hierarchy-based access control to dashboards and reports in Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/dashboard-access-control.html). | April 18, 2025 -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 +Enforce granular access control by using agent hierarchies| You can enforce granular access control based on a specific agent hierarchy. For example, you can configure hierarchy groups and levels for a team, and only users assigned to a hierarchy group within that team will be able to see metrics for those agents. For more information, see [Apply hierarchy-based access control to dashboards and reports in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/dashboard-access-control.html). | April 18, 2025 +Track and meet service level agreements (SLAs) on cases| Connect Customer Cases provides capabilities to help contact centers track and meet service level agreements (SLAs) on cases. Using the Connect Customer 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 Connect Customer Cases](https://docs.aws.amazon.com/connect/latest/adminguide/cases-sla.html).| April 17, 2025 @@ -102,4 +102,4 @@ Enable or disable Contact Lens sentiment analysis| You can enable or disable Con -Customize the wait time for DTMF input| You can customize the number of seconds that Amazon Connect waits between a caller's keypad button presses so you can optimize user inputs in your IVR systems. You can adjust the waiting period from 1 to 20 seconds; previously it was fixed at 5 seconds. For more information, see the [Store customer input](https://docs.aws.amazon.com/connect/latest/adminguide/store-customer-input.html) block.| March 31, 2025 -Added 34 languages to Amazon Connect Contact Lens conversational analytics| Amazon Connect Contact Lens added support for conversational analytics in 34 new languages including Afrikaans, Arabic (Modern Standard), Bengali, Bosnian, Bulgarian, Chinese (Cantonese), Croatian, Czech, Estonian, Farsi, Galician, Greek, Hebrew, Hungarian, Kannada, Latvian, Lithuanian, Macedonian, Malayalam, Marathi, Romanian, Russian, Serbian, Sinhala, Slovak, Slovenian, Somali, Sundanese, Telugu, Thai, Turkish, Ukrainian, Vietnamese, and Zulu. For more information, see the [Amazon Connect Contact Lens language table](https://docs.aws.amazon.com/connect/latest/adminguide/supported-languages.html#supported-languages-contact-lens).| March 31, 2025 -View agents' adherence to their work schedules in a calendar view| You can view adherence breaches by agent and day, for up to 90 days in the past, alongside their shifts. You can filter out minimal adherence breaches. This visualization allows you to immediately spot adherence breaches across your team, prioritize the most critical incidents, compare with past agent behavior, and take steps to address concerns with the agent. For more information, see [How supervisors view published schedules using the Amazon Connect admin website](https://docs.aws.amazon.com/connect/latest/adminguide/scheduling-view-schedule-supervisors.html).| March 28, 2025 -Process to enable outbound campaigns for the purpose of event-driven mass notifications| Amazon Connect outbound campaigns supports event-driven mass notifications, such as severe weather warnings, evacuation notices, disaster response communications, or utility disruptions impacting many thousands of customers with prior authorization and approval. Additional charges may apply based on your location and anticipated notification volumes. For more information, see [Set up Amazon Connect outbound campaigns](https://docs.aws.amazon.com/connect/latest/adminguide/enable-outbound-campaigns.html).| March 26, 2025 +Customize the wait time for DTMF input| You can customize the number of seconds that Connect Customer waits between a caller's keypad button presses so you can optimize user inputs in your IVR systems. You can adjust the waiting period from 1 to 20 seconds; previously it was fixed at 5 seconds. For more information, see the [Store customer input](https://docs.aws.amazon.com/connect/latest/adminguide/store-customer-input.html) block.| March 31, 2025 +Added 34 languages to Connect Customer Contact Lens conversational analytics| Connect Customer Contact Lens added support for conversational analytics in 34 new languages including Afrikaans, Arabic (Modern Standard), Bengali, Bosnian, Bulgarian, Chinese (Cantonese), Croatian, Czech, Estonian, Farsi, Galician, Greek, Hebrew, Hungarian, Kannada, Latvian, Lithuanian, Macedonian, Malayalam, Marathi, Romanian, Russian, Serbian, Sinhala, Slovak, Slovenian, Somali, Sundanese, Telugu, Thai, Turkish, Ukrainian, Vietnamese, and Zulu. For more information, see the [Connect Customer Contact Lens language table](https://docs.aws.amazon.com/connect/latest/adminguide/supported-languages.html#supported-languages-contact-lens).| March 31, 2025 +View agents' adherence to their work schedules in a calendar view| You can view adherence breaches by agent and day, for up to 90 days in the past, alongside their shifts. You can filter out minimal adherence breaches. This visualization allows you to immediately spot adherence breaches across your team, prioritize the most critical incidents, compare with past agent behavior, and take steps to address concerns with the agent. For more information, see [How supervisors view published schedules using the Connect Customer admin website](https://docs.aws.amazon.com/connect/latest/adminguide/scheduling-view-schedule-supervisors.html).| March 28, 2025 +Process to enable outbound campaigns for the purpose of event-driven mass notifications| Connect Customer outbound campaigns supports event-driven mass notifications, such as severe weather warnings, evacuation notices, disaster response communications, or utility disruptions impacting many thousands of customers with prior authorization and approval. Additional charges may apply based on your location and anticipated notification volumes. For more information, see [Set up Connect Customer outbound campaigns](https://docs.aws.amazon.com/connect/latest/adminguide/enable-outbound-campaigns.html).| March 26, 2025 @@ -108 +108 @@ Increased limit on number of routing criteria updates per queued contact| Previo -Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy| Updated the service-linked role managed policy with additional permissions to send messages in Connect AI agents. For a description of the additional actions, see [Amazon Connect updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| March 14, 2025 +Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy| Updated the service-linked role managed policy with additional permissions to send messages in Connect AI agents. For a description of the additional actions, see [Connect Customer updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| March 14, 2025 @@ -110,2 +110,2 @@ Dynamically update questions on an evaluation form| You can create dynamic evalu -Updates to Amazon Connect Analytics data lake| Updated tables for Contact records, Contact Evaluation records, Lex, and Outbound Campaigns. For tables of the latest fields, see [Data type definitions for Amazon Connect Analytics data lake](https://docs.aws.amazon.com/connect/latest/adminguide/data-type-definitions.html).| February 28, 2025 -Allow agents to exchange shifts with each other| Agents can initiate shift trades directly with each other, allowing them to manage unexpected life events without using time off. Managers can automate some approvals while ensuring others are approved manually. For more information, see [Create shift trade groups](https://docs.aws.amazon.com/connect/latest/adminguide/scheduling-create-shift-trade-groups.html) and [Set up shift exchange in Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/shift-exchange.html). | February 25, 2025 +Updates to Connect Customer Analytics data lake| Updated tables for Contact records, Contact Evaluation records, Lex, and Outbound Campaigns. For tables of the latest fields, see [Data type definitions for Connect Customer Analytics data lake](https://docs.aws.amazon.com/connect/latest/adminguide/data-type-definitions.html).| February 28, 2025 +Allow agents to exchange shifts with each other| Agents can initiate shift trades directly with each other, allowing them to manage unexpected life events without using time off. Managers can automate some approvals while ensuring others are approved manually. For more information, see [Create shift trade groups](https://docs.aws.amazon.com/connect/latest/adminguide/scheduling-create-shift-trade-groups.html) and [Set up shift exchange in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/shift-exchange.html). | February 25, 2025 @@ -116 +116 @@ Configure which states an agent can be in when adhering to their schedule| You c -Create conditionally required fields in Amazon Connect Cases| You can create conditionally required fields to streamline case field population for agents and reduce data entry errors. You can configure case templates that prompt agents to enter relevant information in specific situations. For more information, see [Add case field conditions to a case template in Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/case-field-conditions.html). | February 4, 2025 +Create conditionally required fields in Connect Customer Cases| You can create conditionally required fields to streamline case field population for agents and reduce data entry errors. You can configure case templates that prompt agents to enter relevant information in specific situations. For more information, see [Add case field conditions to a case template in Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/case-field-conditions.html). | February 4, 2025 @@ -118,2 +118,2 @@ Automatically email agents about completed performance evaluations| You can send -Use Agent Workspace audio optimization for Citrix and Amazon WorkSpaces virtual desktops| You can use Amazon Connect Agent Workspace to redirect audio from Citrix and Amazon WorkSpaces Virtual Desktop Infrastructure (VDI) environments to an agent's local device. Audio redirection improves voice quality and reduces latency for voice calls handled on virtual desktops. It provides a better experience for both end customers and agents. For more information, see [Use Agent Workspace to optimize audio for Citrix and Amazon WorkSpaces cloud desktops](https://docs.aws.amazon.com/connect/latest/adminguide/optimize-audio-cdd.html). | January 21, 2025 -Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy| Updated the service-linked role managed policy with Connect AI agents permissions. For a list of the additional actions, see [Amazon Connect updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| January 17, 2025 +Use Agent Workspace audio optimization for Citrix and Amazon WorkSpaces virtual desktops| You can use Connect Customer Agent Workspace to redirect audio from Citrix and Amazon WorkSpaces Virtual Desktop Infrastructure (VDI) environments to an agent's local device. Audio redirection improves voice quality and reduces latency for voice calls handled on virtual desktops. It provides a better experience for both end customers and agents. For more information, see [Use Agent Workspace to optimize audio for Citrix and Amazon WorkSpaces cloud desktops](https://docs.aws.amazon.com/connect/latest/adminguide/optimize-audio-cdd.html). | January 21, 2025 +Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy| Updated the service-linked role managed policy with Connect AI agents permissions. For a list of the additional actions, see [Connect Customer updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| January 17, 2025 @@ -121 +121 @@ Screen recording available in AWS GovCloud (US-West)| Government and public sect -Public preview of persistent agent connections for faster call handling| You can maintain an open communication channel between your agents and Amazon Connect to help reduce the time it takes to establish a connection with a customer. Contact center administrators can configure an agent's user profile to maintain a persistent connection after a conversation ends. This allows for subsequent calls to connect faster. For more information, see, see [Enable persistent connection for Amazon Connect agents](https://docs.aws.amazon.com/connect/latest/adminguide/enable-persistent-connection).| January 17, 2025 +Public preview of persistent agent connections for faster call handling| You can maintain an open communication channel between your agents and Connect Customer to help reduce the time it takes to establish a connection with a customer. Contact center administrators can configure an agent's user profile to maintain a persistent connection after a conversation ends. This allows for subsequent calls to connect faster. For more information, see, see [Enable persistent connection for Connect Customer agents](https://docs.aws.amazon.com/connect/latest/adminguide/enable-persistent-connection).| January 17, 2025 @@ -124,4 +124,4 @@ Dashboards provide configurable groupings and filters| You can define widget lev -Evaluate agent performance for email contacts| You can evaluate agent performance for email contacts. Managers can assess agent performance across contact channels (voice, chat, email, and tasks) in a single easy-to-use web interface, and get aggregated insights across cohorts of agents over time. Managers can evaluate agent performance by reviewing email threads and additional details of the email interaction (for example, handle time) in the Amazon Connect admin website. For more information, see [Evaluate contact center agent performance in Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/evaluations.html). | January 10, 2025 -Route to a specific range of agent proficiencies| Amazon Connect allows you to target a range of agent proficiency levels, such as from levels 1 to 3 for French. You can ensure each contact is matched to an agent with the right skill level to handle it, resulting in reduced contact transfers and lower handle times. For more information, see [Frequently asked questions ](https://docs.aws.amazon.com/connect/latest/adminguide/proficiency-routing.html#proficiency-routing-faq) on routing proficiencies.| December 20, 2024 -Exclude certain proficiencies during routing| Amazon Connect allows you to exclude certain proficiencies from consideration when using routing criteria for routing. You can use this to exclude or reserve niche skills. For more information, see [How routing criteria works](https://docs.aws.amazon.com/connect/latest/adminguide/set-routing-criteria.html#set-routing-criteria-how-it-works).| December 20, 2024 -Delete queues and routing profiles by using the Amazon Connect admin website| You can use the Amazon Connect admin website to permanently delete queues and routing profiles. For more information, see [Delete a queue](https://docs.aws.amazon.com/connect/latest/adminguide/delete-queue.html) and [Delete a routing profile](https://docs.aws.amazon.com/connect/latest/adminguide/delete-routing-profiles.html). | December 20, 2024 +Evaluate agent performance for email contacts| You can evaluate agent performance for email contacts. Managers can assess agent performance across contact channels (voice, chat, email, and tasks) in a single easy-to-use web interface, and get aggregated insights across cohorts of agents over time. Managers can evaluate agent performance by reviewing email threads and additional details of the email interaction (for example, handle time) in the Connect Customer admin website. For more information, see [Evaluate contact center agent performance in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/evaluations.html). | January 10, 2025 +Route to a specific range of agent proficiencies| Connect Customer allows you to target a range of agent proficiency levels, such as from levels 1 to 3 for French. You can ensure each contact is matched to an agent with the right skill level to handle it, resulting in reduced contact transfers and lower handle times. For more information, see [Frequently asked questions ](https://docs.aws.amazon.com/connect/latest/adminguide/proficiency-routing.html#proficiency-routing-faq) on routing proficiencies.| December 20, 2024 +Exclude certain proficiencies during routing| Connect Customer allows you to exclude certain proficiencies from consideration when using routing criteria for routing. You can use this to exclude or reserve niche skills. For more information, see [How routing criteria works](https://docs.aws.amazon.com/connect/latest/adminguide/set-routing-criteria.html#set-routing-criteria-how-it-works).| December 20, 2024 +Delete queues and routing profiles by using the Connect Customer admin website| You can use the Connect Customer admin website to permanently delete queues and routing profiles. For more information, see [Delete a queue](https://docs.aws.amazon.com/connect/latest/adminguide/delete-queue.html) and [Delete a routing profile](https://docs.aws.amazon.com/connect/latest/adminguide/delete-routing-profiles.html). | December 20, 2024 @@ -131,4 +131,4 @@ Authenticate customers during a chat| You can use built-in capabilities for cust -Agent schedule data in Analytics data lake| Published schedules data is provided in the Analytics data lake, which allows you to generate reports and insights. From agent schedules data in the Analytics data lake, you can automate key operational use cases such as generating reports for paid and unpaid hours for payroll, generating summarized views of how many agents are scheduled to work and how many have time-off in a given time period. For more information, see [Scheduling data in Analytics data lake in Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/data-lake-scheduling.html).| December 17, 2024 -Configure holidays and other overrides to hours of operation| You can set up variations to standard day-of-the-week operating hours in advance. You can configure overrides by using the Amazon Connect admin website or APIs. During daily contact handling, Amazon Connect automatically checks for overrides and provides your customers with an appropriate flow path, such as offering a callback when the call center is closed. After an override period passes, your call center automatically reverts to standard hours of operation. For more information, see [Set overrides for extended, reduced, and holiday hours](https://docs.aws.amazon.com/connect/latest/adminguide/hours-of-operation-overrides.html). For a list of new APIs associated with this release, see [Hours of operation actions](https://docs.aws.amazon.com/connect/latest/APIReference/hours-of-operation-api.html) in the _Amazon Connect API Reference_.| December 12, 2024 -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, improving the customer experience and enabling faster issue resolution. For more information, see [Enable push notifications for mobile chat](https://docs.aws.amazon.com/connect/latest/adminguide/enable-push-notifications-for-mobile-chat.html).| December 11, 2024 -Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy| Updated the service-linked role managed policy with an additional permission to support push notifications. The Amazon Pinpoint `mobiletargeting:SendMessages` action allows Amazon Connect to send push notifications. For a description of the additional actions, see [Amazon Connect updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| December 10, 2024 +Agent schedule data in Analytics data lake| Published schedules data is provided in the Analytics data lake, which allows you to generate reports and insights. From agent schedules data in the Analytics data lake, you can automate key operational use cases such as generating reports for paid and unpaid hours for payroll, generating summarized views of how many agents are scheduled to work and how many have time-off in a given time period. For more information, see [Scheduling data in Analytics data lake in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/data-lake-scheduling.html).| December 17, 2024 +Configure holidays and other overrides to hours of operation| You can set up variations to standard day-of-the-week operating hours in advance. You can configure overrides by using the Connect Customer admin website or APIs. During daily contact handling, Connect Customer automatically checks for overrides and provides your customers with an appropriate flow path, such as offering a callback when the call center is closed. After an override period passes, your call center automatically reverts to standard hours of operation. For more information, see [Set overrides for extended, reduced, and holiday hours](https://docs.aws.amazon.com/connect/latest/adminguide/hours-of-operation-overrides.html). For a list of new APIs associated with this release, see [Hours of operation actions](https://docs.aws.amazon.com/connect/latest/APIReference/hours-of-operation-api.html) in the _Connect Customer API Reference_.| December 12, 2024 +Connect Customer supports push notifications for mobile chat on iOS and Android devices| Connect Customer supports push notifications for mobile chat on iOS and Android devices, improving the customer experience and enabling faster issue resolution. For more information, see [Enable push notifications for mobile chat](https://docs.aws.amazon.com/connect/latest/adminguide/enable-push-notifications-for-mobile-chat.html).| December 11, 2024 +Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy| Updated the service-linked role managed policy with an additional permission to support push notifications. The Amazon Pinpoint `mobiletargeting:SendMessages` action allows Connect Customer to send push notifications. For a description of the additional actions, see [Connect Customer updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| December 10, 2024 @@ -139,9 +139,9 @@ Added important note about video and screen sharing behavior when on hold| Durin -WhatsApp integration| You can integrate WhatsApp messaging with Amazon Connect and enable customers to contact you by using WhatsApp. You can use inbound contact flows to route customers to specific queues. You can also use Amazon Lex to automate responses, and Amazon Lex templates to provide list and reply controls. For more information, see [Set up WhatsApp business messaging](https://docs.aws.amazon.com/connect/latest/adminguide/whatsapp-integration.html) and [Add Amazon Lex interactive messages for customers in chat](https://docs.aws.amazon.com/connect/latest/adminguide/interactive-messages.html).| December 1, 2024 -Updated CustomerProfilesServiceLinkedRolePolicy service-linked role managed policy| Updated the service-linked role managed policy with Amazon Connect Customer Profiles and Outbound campaigns permissions. For a list of the additional actions, see [Amazon Connect updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| December 1, 2024 -Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy| Updated the service-linked role managed policy with Amazon Connect Customer Profiles permissions. For a list of the additional actions, see [Amazon Connect updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| December 1, 2024 -Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy| Updated the service-linked role managed policy with additional permissions to support Amazon Connect integration with AWS End User Messaging Social. For a description of the additional actions, see [Amazon Connect updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| December 1, 2024 -Updated Amazon ConnectServiceLinkedRolePolicy managed policy| Updated the service-linked role managed policy with AWS End User Messaging Social permissions. For a list of the additional actions, see [Amazon Connect updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| December 1, 2024 -Record audio during IVR and other automated interactions| You can record audio when your customer engages with self-service interactive voice response (IVR) and other automated interactions. On the **Contact details** page, you can listen to the recording or review logs which includes information such as the bot transcription or touch-tone menu selection. Recording settings can be configured using the **Set recording and analytics behavior** block on the Amazon Connect drag-and-drop workflow designer. For more information, see [Monitor automated interactions (IVR) in Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/monitor-automated-interaction-logs.html).| December 1, 2024 -Proactive outbound engagement in the Amazon Connect admin website| Amazon Connect has capabilities to proactively engage your customers in a personalized manner. These features help non-technical business users create customer segments using prompts and drive trigger-based campaigns to deliver timely, relevant communications to the right audiences. Use the segment AI assistant in Amazon Connect Customer Profiles to build audiences using natural language queries and receive recommendations based on trends in the customer data. Identify segments such as customers with an increase in support cases over the last quarter, or whose have reduced purchases in the last month, using easy-to-use prompts. Use new trigger-based campaigns based on real-time customer events on Amazon Connect outbound campaigns to proactively drive outbound communications in just a few clicks. Engage customers with timely, relevant communications by using their preferred channels, responding instantly to behaviors such as abandoned shopping carts or frequent visits to specific help pages. For more information, see [Segment AI assistant](https://docs.aws.amazon.com/connect/latest/adminguide/customer-segments-ai-assistant.html) and [Create an outbound campaigns using event triggers](https://docs.aws.amazon.com/connect/latest/adminguide/how-to-create-campaigns-using-event-triggers.html).| December 1, 2024 -Intraday forecast dashboards| With the Intraday forecast dashboards you can compare intraday forecasts against previously published forecasts, review projected daily performance, and receive predictions for effective staffing, all available within the Amazon Connect Contact Lens dashboards. With intraday forecasts, you receive updates every 15 minutes with predictions for rest-of-day contact volumes, average queue answer time, average handle time, and, now, [effective staffing](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html#effective-staffing). For more information, see [Intraday forecast performance dashboard](https://docs.aws.amazon.com/connect/latest/adminguide/intraday-forecast-performance-dashboard.html).| December 1, 2024 -Integrate Amazon Connect Contact Lens with on-premise voice systems| You can integrate Amazon Connect Contact Lens with other voice systems for real-time and post-call analytics. Using Contact Lens with your existing voice system can help you improve customer experience and agent performance. In addition, this can be a first step to migrating to a cloud contact center. You can start with Contact Lens analytics and performance insights and then at a later date migrate your agents to Amazon Connect. For more information, see [Set up Amazon Connect external voice transfer to an on-premise voice system](https://docs.aws.amazon.com/connect/latest/adminguide/contact-lens-integration.html).| December 1, 2024 +WhatsApp integration| You can integrate WhatsApp messaging with Connect Customer and enable customers to contact you by using WhatsApp. You can use inbound contact flows to route customers to specific queues. You can also use Amazon Lex to automate responses, and Amazon Lex templates to provide list and reply controls. For more information, see [Set up WhatsApp business messaging](https://docs.aws.amazon.com/connect/latest/adminguide/whatsapp-integration.html) and [Add Amazon Lex interactive messages for customers in chat](https://docs.aws.amazon.com/connect/latest/adminguide/interactive-messages.html).| December 1, 2024 +Updated CustomerProfilesServiceLinkedRolePolicy service-linked role managed policy| Updated the service-linked role managed policy with Connect Customer Customer Profiles and Outbound campaigns permissions. For a list of the additional actions, see [Connect Customer updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| December 1, 2024 +Updated Connect CustomerServiceLinkedRolePolicy managed policy| Updated the service-linked role managed policy with AWS End User Messaging Social permissions. For a list of the additional actions, see [Connect Customer updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| December 1, 2024 +Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy| Updated the service-linked role managed policy with Connect Customer Customer Profiles permissions. For a list of the additional actions, see [Connect Customer updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| December 1, 2024 +Updated AmazonConnectServiceLinkedRolePolicy service-linked role managed policy| Updated the service-linked role managed policy with additional permissions to support Connect Customer integration with AWS End User Messaging Social. For a description of the additional actions, see [Connect Customer updates to AWS managed policies](https://docs.aws.amazon.com/connect/latest/adminguide/security_iam_awsmanpol.html#security-iam-awsmanpol-updates).| December 1, 2024 +Record audio during IVR and other automated interactions| You can record audio when your customer engages with self-service interactive voice response (IVR) and other automated interactions. On the **Contact details** page, you can listen to the recording or review logs which includes information such as the bot transcription or touch-tone menu selection. Recording settings can be configured using the **Set recording and analytics behavior** block on the Connect Customer drag-and-drop workflow designer. For more information, see [Monitor automated interactions (IVR) in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/monitor-automated-interaction-logs.html).| December 1, 2024 +Proactive outbound engagement in the Connect Customer admin website| Connect Customer has capabilities to proactively engage your customers in a personalized manner. These features help non-technical business users create customer segments using prompts and drive trigger-based campaigns to deliver timely, relevant communications to the right audiences. Use the segment AI assistant in Connect Customer Customer Profiles to build audiences using natural language queries and receive recommendations based on trends in the customer data. Identify segments such as customers with an increase in support cases over the last quarter, or whose have reduced purchases in the last month, using easy-to-use prompts. Use new trigger-based campaigns based on real-time customer events on Connect Customer outbound campaigns to proactively drive outbound communications in just a few clicks. Engage customers with timely, relevant communications by using their preferred channels, responding instantly to behaviors such as abandoned shopping carts or frequent visits to specific help pages. For more information, see [Segment AI assistant](https://docs.aws.amazon.com/connect/latest/adminguide/customer-segments-ai-assistant.html) and [Create an outbound campaigns using event triggers](https://docs.aws.amazon.com/connect/latest/adminguide/how-to-create-campaigns-using-event-triggers.html).| December 1, 2024 +Intraday forecast dashboards| With the Intraday forecast dashboards you can compare intraday forecasts against previously published forecasts, review projected daily performance, and receive predictions for effective staffing, all available within the Connect Customer Contact Lens dashboards. With intraday forecasts, you receive updates every 15 minutes with predictions for rest-of-day contact volumes, average queue answer time, average handle time, and, now, [effective staffing](https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html#effective-staffing). For more information, see [Intraday forecast performance dashboard](https://docs.aws.amazon.com/connect/latest/adminguide/intraday-forecast-performance-dashboard.html).| December 1, 2024 +Integrate Connect Customer Contact Lens with on-premise voice systems| You can integrate Connect Customer Contact Lens with other voice systems for real-time and post-call analytics. Using Contact Lens with your existing voice system can help you improve customer experience and agent performance. In addition, this can be a first step to migrating to a cloud contact center. You can start with Contact Lens analytics and performance insights and then at a later date migrate your agents to Connect Customer. For more information, see [Set up Connect Customer external voice transfer to an on-premise voice system](https://docs.aws.amazon.com/connect/latest/adminguide/contact-lens-integration.html).| December 1, 2024 @@ -149,2 +149,3 @@ Generative AI-powered self-service with Connect AI agents| Connect AI agents, a -Create conversational AI bots by using the Amazon Connect admin website| In just a few clicks you can create, edit, and continuously improve conversational AI bots for interactive voice response (IVR) and chatbot self-service experiences by using the Amazon Connect admin website (powered by [Amazon Lex](https://aws.amazon.com/lex/)). By using the Amazon Connect drag-and-drop workflow designer, you can enhance your bots with Amazon Connect Customer Profiles, making it easy to deliver personalized experiences with no code. For more information, see [Create conversational AI bots in Amazon Connect](https://docs.aws.amazon.com/connect/latest/adminguide/connect-conversational-ai-bots.html). For a list of new metrics included in this release, see [Amazon Connect bot metrics and analytics](https://docs.aws.amazon.com/connect/latest/adminguide/bot-metrics.html).| December 1, 2024