AWS connect documentation change
Summary
Minor editorial updates replacing terms like 'click' with 'choose', 'leverage' with 'use', and 'utilization' with 'use' for consistency. No functional changes to features.
Security assessment
Changes are purely terminological (e.g., 'click' → 'choose', 'leverage' → 'use') with no references to vulnerabilities, security mechanisms, or incident responses. No security features or fixes are mentioned.
Diff
diff --git a/connect/latest/adminguide/amazon-connect-release-notes.md b/connect/latest/adminguide/amazon-connect-release-notes.md index 368c23bfb..0250aefc3 100644 --- a//connect/latest/adminguide/amazon-connect-release-notes.md +++ b//connect/latest/adminguide/amazon-connect-release-notes.md @@ -11 +11 @@ April 2026 UpdatesMarch 2026 UpdatesFebruary 2026 UpdatesJanuary 2026 UpdatesDec -We recommend subscribing to the RSS feed so updates to these notes are delivered to your Inbox. Click the **RSS** link (under the topic title **Release notes**), and then copy the URL (it ends with `doc-history.xml.rss`) into your RSS reader. For example, you can subscribe to an RSS feed in Outlook. +We recommend subscribing to the RSS feed so updates to these notes are delivered to your Inbox. Choose the **RSS** link (under the topic title **Release notes**), and then copy the URL (it ends with `doc-history.xml.rss`) into your RSS reader. For example, you can subscribe to an RSS feed in Outlook. @@ -29 +29 @@ This feature is available in all AWS commercial and AWS GovCloud (US) regions wh -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. +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 use accuracy, and capture customer feedback through thumbs up/down ratings when enabled. @@ -55 +55 @@ This feature is available in all AWS Regions where Connect Customer is available -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. +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 using functionality that was previously only available as part of inbound flows. @@ -123 +123 @@ Public preview for AI-powered predictive insights enhancements is available in E -Amazon Connect Cases now supports AWS Service Quotas, giving administrators a centralized way to view applied limits, monitor utilization, and scale case workloads without hitting unexpected service constraints. You can request quota increases directly from the Service Quotas console, and eligible requests are automatically approved without manual intervention. +Amazon Connect Cases now supports AWS Service Quotas, giving administrators a centralized way to view applied limits, monitor use, and scale case workloads without hitting unexpected service constraints. You can request quota increases directly from the Service Quotas console, and eligible requests are automatically approved without manual intervention. @@ -149 +149 @@ For more information, see [CSV upload for dependent field options](./case-field- -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. +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 choose, 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 -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. +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 using 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. @@ -319 +319 @@ For more information, see [How Connect Customer email works](./email-capabilitie -Connect Customer launches real-time AI agent assistance and contact summarization for Salesforce Contact Center with Amazon Connect (SCC-AC). It enables Connect AI agents to automatically leverage customer information and knowledge base articles from Salesforce CRM for accelerated issue resolution and consistent outcomes across voice and chat interactions.When human intervention is required, the seamless integration within SCC-AC connects customers to agents who have a unified view of customer data, issue context, and interaction history within Agentforce Service and Agentforce Sales. Agents receive real-time voice transcripts and contextual recommendations, while supervisors gain enhanced call monitoring capabilities directly in Salesforce. Upon resolution, automated post-contact summarization enables agents to easily update Salesforce cases, streamlining administrative tasks. Administrators can deploy and configure this integrated contact center solution in minutes, leveraging Amazon Connect's voice, digital channels, and intelligent routing capabilities. +Connect Customer launches real-time AI agent assistance and contact summarization for Salesforce Contact Center with Amazon Connect (SCC-AC). It enables Connect AI agents to automatically use customer information and knowledge base articles from Salesforce CRM for accelerated issue resolution and consistent outcomes across voice and chat interactions.When human intervention is required, the seamless integration within SCC-AC connects customers to agents who have a unified view of customer data, issue context, and interaction history within Agentforce Service and Agentforce Sales. Agents receive real-time voice transcripts and contextual recommendations, while supervisors gain enhanced call monitoring capabilities directly in Salesforce. Upon resolution, automated post-contact summarization enables agents to easily update Salesforce cases, streamlining administrative tasks. Administrators can deploy and configure this integrated contact center solution in minutes, using Amazon Connect's voice, digital channels, and intelligent routing capabilities. @@ -323 +323 @@ Connect Customer launches real-time AI agent assistance and contact summarizatio -Connect Customer now allows you to bring your own Amazon Bedrock Knowledge Bases and supports multiple knowledge bases per AI agent, giving you greater flexibility in how you organize and access knowledge content for your AI agents. You can now connect your existing Bedrock Knowledge Bases directly to Amazon Connect AI agents in just a few clicks, with no additional setup or data duplication required. This allows you to leverage your current data sources and the Amazon Bedrock Knowledge Base connectors, including Adobe Experience Manager, Confluence, SharePoint, and OneDrive, giving you flexibility to use existing content repositories.With support for multiple knowledge bases per AI agent, you can configure AI agents to query multiple sources in parallel for more comprehensive responses. For example, a financial services company can easily connect separate knowledge bases for compliance documentation, product information, and internal policies, enabling AI agents to provide complete guidance across all relevant content during customer interactions.This feature is available in all AWS Regions where Amazon Connect AI agents and Amazon Bedrock Knowledge Bases are offered. +Connect Customer now allows you to bring your own Amazon Bedrock Knowledge Bases and supports multiple knowledge bases per AI agent, giving you greater flexibility in how you organize and access knowledge content for your AI agents. You can now connect your existing Bedrock Knowledge Bases directly to Amazon Connect AI agents in just a few clicks, with no additional setup or data duplication required. This allows you to use your current data sources and the Amazon Bedrock Knowledge Base connectors, including Adobe Experience Manager, Confluence, SharePoint, and OneDrive, giving you flexibility to use existing content repositories.With support for multiple knowledge bases per AI agent, you can configure AI agents to query multiple sources in parallel for more comprehensive responses. For example, a financial services company can easily connect separate knowledge bases for compliance documentation, product information, and internal policies, enabling AI agents to provide complete guidance across all relevant content during customer interactions.This feature is available in all AWS Regions where Amazon Connect AI agents and Amazon Bedrock Knowledge Bases are offered. @@ -347 +347 @@ For more information, see [Customize the Connect Customer agent workspace](./age -Connect Customer now provides AI-powered case summaries that give agents complete context into customer issues, reduce manual wrap-up work, and help resolve cases faster. With a single click, agents can generate a concise case summary even when the case spans multiple interactions, follow-up tasks, and teams, capturing key details such as issue background, actions taken, and next steps. Administrators can configure custom prompts and guardrails to ensure that summaries align with organizational style and preferences. +Connect Customer now provides AI-powered case summaries that give agents complete context into customer issues, reduce manual wrap-up work, and help resolve cases faster. With a single choose, agents can generate a concise case summary even when the case spans multiple interactions, follow-up tasks, and teams, capturing key details such as issue background, actions taken, and next steps. Administrators can configure custom prompts and guardrails to ensure that summaries align with organizational style and preferences. @@ -407 +407 @@ For more information, see [Lex documentation](https://docs.aws.amazon.com/lexv2/ -Connect Customer now enables you to optimize scheduling based on agent’s multiple specialized skills. You can now maximize agent utilization across multiple dimensions such as departments, languages, and customer tiers by intelligently matching agents with multiple skills to forecasted demand. You can now also preserve multi-skilled agents for high-value interactions when needed most. For example, bilingual agents can now be strategically scheduled to cover peak periods for high-value French language queues that frequently experience staffing shortages, while handling general inquiries during off-peak times. +Connect Customer now enables you to optimize scheduling based on agent’s multiple specialized skills. You can now maximize agent use across multiple dimensions such as departments, languages, and customer tiers by intelligently matching agents with multiple skills to forecasted demand. You can now also preserve multi-skilled agents for high-value interactions when needed most. For example, bilingual agents can now be strategically scheduled to cover peak periods for high-value French language queues that frequently experience staffing shortages, while handling general inquiries during off-peak times. @@ -821 +821 @@ The flow designer includes shortcuts and buttons to help locate blocks with issu -When publishing, if a block contains errors, you can click the associated error message button to navigate directly to the problematic block. +When publishing, if a block contains errors, you can choose the associated error message button to navigate directly to the problematic block. @@ -886 +886 @@ For more information, see [Use the UI builder in Connect Customer for resources -Connect Customer Customer Profiles allows you to create customer segments from imported CSV files. This feature enables you to upload predefined customer lists, streamline targeted segment creation, and utilize them for multichannel outbound campaigns. +Connect Customer Customer Profiles allows you to create customer segments from imported CSV files. This feature enables you to upload predefined customer lists, streamline targeted segment creation, and use them for multichannel outbound campaigns. @@ -894 +894 @@ Connect Customer Customer Profiles allows you to create customer segments from i - * Utilize unique identifiers to match and update existing profiles + * Use unique identifiers to match and update existing profiles @@ -1137 +1137 @@ Connect Customer Analytics Data Lake provides a unified source for contact cente -The data lake enables contact center managers to leverage BI tools of their choice, such as QuickSight, to analyze the information that matters most to improving customer experience and operational efficiency. +The data lake enables contact center managers to use BI tools of their choice, such as QuickSight, to analyze the information that matters most to improving customer experience and operational efficiency. @@ -1393 +1393 @@ For more information, see [Monitor automated interactions (IVR) in Connect Custo -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. These forecasts allow you to take proactive actions to improve customer wait time and service level. For example, contact center managers can now track agent utilization at the queue level, enabling them to identify potential imbalances or staffing shortages and take action before wait times are impacted. +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. These forecasts allow you to take proactive actions to improve customer wait time and service level. For example, contact center managers can now track agent use at the queue level, enabling them to identify potential imbalances or staffing shortages and take action before wait times are impacted. @@ -1671 +1671 @@ You must enable multi-party calling to use this feature. For more information ab -As part of the Apple Messages for Business integration, Connect Customer supports the ability to send Attachments, use Apple Forms, leverage Apple Pay, access iMessage Apps, and provide authentication support. For more information on how to enable Apple Messages for Business, see [Enable Apple Messages for Business with Connect Customer](./apple-messages-for-business.html). +As part of the Apple Messages for Business integration, Connect Customer supports the ability to send Attachments, use Apple Forms, use Apple Pay, access iMessage Apps, and provide authentication support. For more information on how to enable Apple Messages for Business, see [Enable Apple Messages for Business with Connect Customer](./apple-messages-for-business.html). @@ -1858 +1858 @@ Two Amazon Q in Connect APIs—[GetRecommendations](https://docs.aws.amazon.com/ -Connect Customer allows you to deliver high-quality voice experiences when your agents use Citrix Virtual Desktop Infrastructure (VDI) environments. Your agents can leverage the Citrix remote desktop application to offload audio processing to the agent’s local device and to automatically redirect audio to Connect Customer, resulting in a simpler agent experience and improved audio quality over challenging networks. For more information, see [Citrix VDI with Connect Customer audio optimization](./scenario-deployment-approaches.html#vdi-citrix). +Connect Customer allows you to deliver high-quality voice experiences when your agents use Citrix Virtual Desktop Infrastructure (VDI) environments. Your agents can use the Citrix remote desktop application to offload audio processing to the agent’s local device and to automatically redirect audio to Connect Customer, resulting in a simpler agent experience and improved audio quality over challenging networks. For more information, see [Citrix VDI with Connect Customer audio optimization](./scenario-deployment-approaches.html#vdi-citrix). @@ -1900 +1900 @@ You can pause and resume all tasks that aren't expired, disconnected, or schedul -you can create rules to automatically create a task, update a case, or send email alerts to a manager whenever a case is created or updated. In addition, you can create rules leveraging Connect Customer Contact Lens to automatically create a case for post-conversation follow-up, such as when negative customer sentiment or specific key words are detected in a conversation. +you can create rules to automatically create a task, update a case, or send email alerts to a manager whenever a case is created or updated. In addition, you can create rules using Connect Customer Contact Lens to automatically create a case for post-conversation follow-up, such as when negative customer sentiment or specific key words are detected in a conversation. @@ -2052 +2052 @@ Connect Customer provides a pre-built queue performance dashboard that helps con -The prompts configuration user interface has been updated to make it more efficient for you to manage prompts. In addition, when you add, update or delete a prompt from the Connect Customer admin website, a record of that activity is available in AWS CloudTrail for visibility, reporting, and compliance. For example, you may notice a discrepancy in the IVR prompt that customers hear when they call your support line. To investigate, you can leverage AWS CloudTrail to answer questions such as, "who saved this recording?" and "when was this prompt changed?" For more information about the new prompts page, see [Create prompts in Connect Customer](./prompts.html). +The prompts configuration user interface has been updated to make it more efficient for you to manage prompts. In addition, when you add, update or delete a prompt from the Connect Customer admin website, a record of that activity is available in AWS CloudTrail for visibility, reporting, and compliance. For example, you may notice a discrepancy in the IVR prompt that customers hear when they call your support line. To investigate, you can use AWS CloudTrail to answer questions such as, "who saved this recording?" and "when was this prompt changed?" For more information about the new prompts page, see [Create prompts in Connect Customer](./prompts.html). @@ -2391 +2391 @@ You can configure the Contact Control Panel (CCP) or agent workspace to enable a -Connect Customer Chat supports new interactive message types: quick replies and carousels. With quick replies, customers are presented with a list of response options (for example, **Yes** , **No**) that they can easily click to reply. Carousels present a set of interactive messages in a horizontally-scrolling format. Your customers can scroll through them and select the best option. For more information, see [Add Amazon Lex interactive messages for customers in chat](./interactive-messages.html). +Connect Customer Chat supports new interactive message types: quick replies and carousels. With quick replies, customers are presented with a list of response options (for example, **Yes** , **No**) that they can easily choose to reply. Carousels present a set of interactive messages in a horizontally-scrolling format. Your customers can scroll through them and select the best option. For more information, see [Add Amazon Lex interactive messages for customers in chat](./interactive-messages.html). @@ -2743 +2743 @@ This option is most useful for scenarios where you have stored your flows in JSO - * Multi-line block metadata allows you to click and expand to see block configurations. + * Multi-line block metadata allows you to choose and expand to see block configurations. @@ -3241 +3241 @@ Added identity resolution APIs to Customer Profiles. For more information, see t -For more information, see [Tap or click category tags to navigate through transcript](./turn-by-turn-transcript.html#category-navigation). +For more information, see [Tap or choose category tags to navigate through transcript](./turn-by-turn-transcript.html#category-navigation). @@ -3650 +3650 @@ Released the following historical metrics: - * In real-time metrics reports, added one-click drill-downs. These allow you to drill down into queue and routing profile data in one click. For more information, see [Use pre-filtered tables for Routing profiles and Queues tables in Connect Customer](./one-click-drill-downs.html). + * In real-time metrics reports, added one-choose drill-downs. These allow you to drill down into queue and routing profile data in one choose. For more information, see [Use pre-filtered tables for Routing profiles and Queues tables in Connect Customer](./one-choose-drill-downs.html). @@ -3991 +3991 @@ The following updates were made to the updated Contact Control Panel (ccp-v2): - * Agents can now transfer a contact by double-clicking a quick connect. For more information, see [Transfer calls to a quick connect or external phone number using the Contact Control Panel (CCP)](./transfers.html). + * Agents can now transfer a contact by double-choosing a quick connect. For more information, see [Transfer calls to a quick connect or external phone number using the Contact Control Panel (CCP)](./transfers.html).