All news with #amazon connect tag

Amazon Connect Adds Persistent Agent Connection Feature

📞 Amazon Connect now supports a persistent agent connection that keeps an open channel between agents and the service after a call ends. Administrators can enable the feature per agent profile to reduce customer connect time and help meet telemarketing compliance such as the U.S. Telephone Consumer Protection Act (TCPA) for outbound campaigns. The capability is available in all Amazon Connect regions and carries no additional charge beyond standard Amazon Connect usage and telephony fees.

Amazon Connect: Conversational Analytics for Self-Service

🔍 Amazon Connect now provides conversational analytics for end-customer self-service across voice and digital channels, including PSTN/telephony, in-app and web calling, chat, SMS, WhatsApp Business, and Apple Messages for Business. The capability analyzes sentiment, redacts sensitive data, surfaces top contact drivers and themes, flags compliance risks, and supports semantic matching rules to categorize interactions. Administrators can use easy-to-customize dashboards to proactively identify areas for improvement and align automated flows with customer needs.

Amazon Connect: Configure Ring Time for Outbound Campaigns

📞 Amazon Connect outbound campaigns now let campaign managers set ring duration from 15 to 60 seconds before a call is marked no answer and the dialer moves on. Each contact logs ring start and end timestamps for detailed, per-call reporting and traceability. The change enables tuning dialing behavior to audience patterns to improve contact rates and agent productivity. The feature is available in multiple AWS regions and follows the platform’s pay-as-you-go billing model.

Amazon Connect: Instance-to-Instance Calls via AWS Backbone

📞 Amazon Connect now routes calls between instances in the same AWS account over the AWS global backbone, avoiding the Public Switched Telephony Network when both numbers are provisioned or ported into Amazon Connect. Calls between instances, whether within a region or across regions, gain improved audio quality, simplified billing, and preserved call context for transfers. This capability is available in all commercial regions where Amazon Connect is offered except Africa (Cape Town).

Amazon Connect adds completion metrics for agent evaluations

📊 Amazon Connect now provides metrics that track completion of agent performance evaluations, helping managers verify that required reviews (for example, five per agent per month) are finished. The capability displays real-time analytics in the Connect UI and exposes the same signals via APIs for integration with reporting workflows. Teams can also compare scoring patterns across managers to identify evaluation consistency and accuracy improvements.

Amazon Connect Cases Adds Conditional Field Visibility

🔧 Amazon Connect Cases now supports conditional field visibility and dependent field options to streamline case layouts and reduce data-entry errors. Administrators can show fields only when relevant (for example, display a Return Reason field for return cases) and restrict choice lists based on other selections (e.g., limit Issue Type to hardware options when Issue Category is Hardware). The feature is available in multiple AWS regions.

Amazon Connect adds scheduling for individual agents

📅 Amazon Connect now supports scheduling of individual agents, allowing managers to create and publish schedules for specific employees and automatically merge them with existing business unit schedules. For example, when onboarding 100 new agents into a unit with published schedules for the next two months, you can schedule only the new hires and merge without regenerating or copying entire schedules. This eliminates manual workarounds, improves manager productivity, and increases operational efficiency. The capability is available in all AWS Regions where Amazon Connect agent scheduling is supported.

Amazon Connect Introduces Granular Recording Permissions

🔒 Amazon Connect now offers granular UI permissions for conversation recordings and transcripts, enabling administrators to control access to playback, copying and downloads separately. Administrators can allow users to listen to calls while preventing transcript copying, and set download rules that permit redacted recordings but block unredacted downloads. The capability supports complex scenarios where sensitive conversations remain redacted while other interactions remain fully available.

Amazon Connect Adds Preview Dialing to Outbound Campaigns

📞 Amazon Connect outbound campaigns introduces a preview dialing mode that gives agents customer context—name, balance, and prior interactions—before placing calls. Campaign managers can set review time limits, optionally remove contacts, and use new dashboards to monitor agent behavior, discard rates, and engagement trends. By reserving an agent prior to dialing, teams gain operational control and help support TCPA and OFCOM compliance.

Amazon Connect adds threaded email views and history

📧 Amazon Connect now includes threaded email views and appends conversation history to agent replies, helping agents and customers preserve context and continuity across exchanges. The update provides a familiar, mail-like threading model and surfaces prior messages inline within Amazon Connect Email, making follow-ups and issue resolution faster. The capability is available in multiple AWS regions and streamlines agent workflows.

Amazon Connect Adds Automated Triggered Evaluations

🔔 Amazon Connect can now automatically initiate follow-up evaluations when specific conditions are detected during initial Contact Lens reviews. For example, if the first evaluation surfaces customer interest in a product, Connect can trigger a targeted follow-up focused on the agent's sales performance. Managers gain consistent standards across cohorts and capture deeper insights into sales opportunities, escalations, and other critical interaction moments. The capability is available in all regions where Amazon Connect is offered.

Amazon Connect Adds Configurable Schedule Adherence

📈 Amazon Connect now supports configurable thresholds for schedule adherence, enabling contact center managers to set allowable early and late windows for shift starts, shift ends, and individual activities. Administrators can apply defaults and customize thresholds at the team level—for example, allowing a 5-minute early start, a 10-minute late end, or a 3-minute late break—so minor timing differences don’t hurt adherence scores. This reduces false violations, helps managers focus on real adherence issues, and improves agent satisfaction and productivity.

Amazon Connect adds copy and bulk edit for agent scheduling

🔁 Amazon Connect now supports copy and bulk edit for agent scheduling configuration, making it faster to create and maintain schedules. Administrators can copy existing scheduling configurations—such as a weekday shift profile to create a weekend variant—or clone a full schedule from one agent to multiple new hires. Bulk edits allow selective updates to fields like time zone and start date without altering weekly working hours, reducing manager time spent on configuration and improving operational efficiency.

Amazon Connect adds agent schedule adherence alerts

🔔 Amazon Connect now supports agent schedule adherence notifications, enabling supervisors to receive automated alerts by email or text (via EventBridge) when agents fall outside defined adherence thresholds. You can create rules—such as alerting when adherence drops below 85% in a trailing 15‑minute window—to notify supervisors proactively. These automated notifications remove the need for constant dashboard monitoring and help teams intervene before service levels decline.

Amazon Connect introduces case-linking and search APIs

🔗 Amazon Connect now exposes new APIs within Amazon Connect Cases that let developers link related cases, attach custom related items, and search across those relationships programmatically. Agents get consolidated context to resolve issues faster and coordinate responses. Typical uses include airlines grouping flight-related tickets and retailers attaching order or shipment records to refund cases. The capability is available in multiple AWS regions.

Amazon Connect adds configurable service level calculations

📞 Amazon Connect now lets supervisors and managers customize how service level is calculated directly from the analytics dashboards. Administrators can define time thresholds that determine when a contact meets service level and choose which outcomes to include, such as counting callbacks, excluding contacts transferred out while waiting, or omitting short abandons via a configurable threshold. The feature is accessible in the metric configuration section and is available in all AWS regions where Amazon Connect is offered.

Amazon Connect launches generative AI for email support

📧 Amazon Connect now provides generative AI-powered email conversation overviews, suggested actions, and draft responses to help agents resolve customer emails faster and more consistently. Administrators enable the capability by adding the Amazon Q in Connect block to contact flows before an email is assigned to an agent. Outputs can be customized with knowledge bases and tailored prompts to align responses with company tone and policies. The feature is available in all regions where Amazon Q in Connect is offered.

Amazon Connect Adds Agent Screen Recording for ChromeOS

🎥 Amazon Connect now supports agent screen recording for ChromeOS devices, enabling supervisors and quality teams to capture agents' on-screen activity while handling voice calls, chats, and tasks. The capability complements audio recordings and chat transcripts to surface coaching opportunities and identify process non‑compliance. Screen recording is available in all AWS Regions where Amazon Connect operates. Refer to documentation and the pricing page for technical and billing details.

Amazon Connect adds customer input for outbound calls

📞 Amazon Connect now supports Get Customer Input and Store Customer Input flow blocks for outbound voice whisper flows. The Get Customer Input block plays a prompt after a customer answers but before the agent connects, capturing responses via DTMF or an Amazon Lex bot. Use cases include obtaining consent for call recording and triggering Contact Lens recording and analytics. The capability is available in all AWS commercial regions and AWS GovCloud (US-West).

Amazon Connect Adds Agent Time-Off Balance Data to Analytics

🔍 Amazon Connect now surfaces agent time-off balance data in the analytics data lake, enabling managers and analysts to generate reports and insights from both current and historical balances across categories such as paid time-off, sick leave, and leave of absence. The capability includes a chronological transaction log that shows each adjustment and its impact on balances, removing the need for manual reconciliation and improving manager productivity and response to agent inquiries. It is available in all AWS Regions where Amazon Connect scheduling is supported.