All news with #amazon connect tag

Amazon Connect adds configurable service level metrics

📈 Supervisors and managers can now customize Amazon Connect service level calculations directly from the analytics dashboards. The metric configuration lets teams define time thresholds for when a contact is considered to meet service levels and select which contact outcomes to include. Options include counting callbacks, excluding contacts transferred out while waiting, and omitting short abandons using a configurable threshold. The capability is available in all AWS regions, enabling a view of service level performance that better aligns with business operations.

Amazon Connect Dashboards: Compare Any Time Range Easily

📊 Amazon Connect dashboards now let you select and compare arbitrary time ranges — up to 35 days within the past three months — and include Week to Date and Month to Date presets. This makes it easier for contact center teams to focus on specific periods and run side-by-side comparisons of metrics such as handle time or contact volume. For example, managers can compare a current campaign’s metrics to the same range last week to decide if additional staffing is required. Amazon Connect Contact Lens dashboards are available in all AWS commercial regions and AWS GovCloud (US-West).

Amazon Connect: Custom Attributes for Interaction Segments

📞 Amazon Connect now lets administrators associate custom, predefined attributes with individual interaction segments. Attributes such as business unit, account type, or contact reason can be centrally managed and applied through contact flows or the UpdateContact API, ensuring each segment retains accurate business context during transfers and multi-party interactions. For example, engagements that start in Support and move to Sales keep distinct business unit names per segment. This capability strengthens reporting and analytics across the customer journey and is available in all AWS regions.

Amazon Connect Contact Lens Adds Redaction in 7 Languages

🔒 Amazon Connect Contact Lens now provides automatic sensitive data redaction for voice and chat conversational analytics in French (France, Canada), Portuguese (Portugal, Brazil), Italian, German, and Spanish (Spain). You can remove PII, financial account numbers and PINs, and Internet access details from transcripts and audio files, choosing to redact selected entities or all detected sensitive data. Redacted values can be replaced with a generic placeholder (e.g., [PII]) or an entity-specific placeholder (e.g., [NAME]). Sensitive data redaction is available in all AWS Regions where Amazon Connect is offered.

Amazon Connect Flow Designer: New Analytics Mode Now

📊 Amazon Connect's Flow Designer now includes an analytics mode that surfaces aggregate metrics across drag-and-drop flows to help teams build and optimize customer journeys. You can visualize step-level behavior, including where users abandon, encounter errors, or are transferred to agent queues, enabling targeted troubleshooting and configuration fixes. This capability is included with Amazon Connect (with unlimited AI) pricing and is available in all AWS regions.

Amazon Connect introduces agent hierarchy filters for search

🔍 Amazon Connect now offers agent hierarchy filters on the contact search page in the UI, enabling contact center leaders and teams to drill into specific sites, departments, or teams to locate interactions. This capability helps quality management, regulatory compliance, and workforce optimization teams efficiently find and review contacts for assessment and auditing. The feature is available in all regions where Amazon Connect is offered, simplifying targeted reviews and reducing time-to-insight for investigations and performance evaluations.

Amazon Lex Adds LLM-Based NLU for Eight New Languages

🚀 Amazon Lex now leverages large language models to augment the natural language understanding of deterministic conversational bots in eight additional languages: Chinese, Japanese, Korean, Portuguese, Catalan, French, Italian, and German. The enhancement helps voice and chat bots parse complex utterances, tolerate spelling errors, and extract key details from verbose inputs so bots can fulfill customer requests. The capability is available in 10 commercial AWS Regions where Amazon Connect operates.

Amazon Connect Cases Adds Date Filters to List View

📅 Amazon Connect Cases now supports date range filters in the case list view, enabling managers and agents to narrow case lists by creation, modification, or upcoming SLA windows. Users can filter cases created in the last 30 days, view items modified in the past 24 hours, or surface cases with potential SLA breaches in the next two days for proactive triage. Amazon Connect Cases is available in multiple AWS regions and documentation is provided to get started.

Amazon Q in Connect Lets Admins Select LLMs in UI Console

🤖Amazon Q in Connect now lets contact center administrators select different LLM model families directly from the Amazon Connect web UI. This no-code configuration enables quick switching between models to optimize for latency, cost, or complex reasoning. Administrators can choose Amazon Nova Pro for faster responses or Anthropic Claude Sonnet for complex reasoning, tailoring AI Agents to specific customer interaction types.

Amazon Connect: Expanded Disconnect Reasons for Outbound

📞 Amazon Connect now provides expanded disconnect reasons that map outbound call failures to standard telecom error codes. These enhanced reasons appear in Contact Trace Records and reporting, giving contact center teams real-time visibility into granular disconnection data to speed troubleshooting and reduce support tickets. The feature is available in all AWS regions where Amazon Connect is offered; refer to the public documentation and best practice guide for implementation details.

Amazon Connect: Manual Assignment for Tasks, Email, Chat

📥 Agents can now manually prioritize and assign the next important task, email, or chat in their queue within Amazon Connect, enabling frontline staff to claim related customer work discovered during calls and resolve issues immediately. Supervisors and managers enable manual assignment by updating agent configuration in routing and security profiles. Agents then use the new worklist application in their agent workspace to claim items. This capability is available in all commercial regions.

Amazon Connect Adds Generative Text-to-Speech Voices

🔊 Amazon Connect now provides generative text-to-speech voices—20 generative-enhanced voices across English, French, Spanish, German, and Italian. Use them for welcome messages, policy announcements, or dynamic conversational AI, configurable in the drag-and-drop flow designer via the “Set Voice” block or through public APIs. Available in US East (N. Virginia), Europe (Frankfurt), and US West (Oregon). Pricing options include unlimited AI or individual per-use pricing.

Amazon Connect Contact Lens: External Voice in Five Regions

📣 Amazon Connect Contact Lens now supports external voice in five additional AWS Regions — Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London). The service integrates with other voice systems for real-time and post-call analytics, offering call recordings, contact transcripts, generative AI post-contact summaries, sensitive data redaction, contact categorization, theme detection, sentiment analysis, and real-time alerts. Customers can extend Contact Lens analytics across existing voice platforms, access interaction data streams and a data lake, or start with Contact Lens to evaluate performance before migrating agents.

Amazon Connect Adds Multi-User Web, In-App and Video Calling

📞 Amazon Connect now supports multi-user web, in-app, and video calling, allowing multiple participants to join the same session with an agent via browser or mobile app. Agents can dynamically add participants during live calls or host scheduled multi-party sessions, and attendees can use audio, video, and screen sharing. This feature enables richer, more inclusive interactions for scenarios such as joint financial planning, family medical consultations, and meetings with legal representatives or translators.

Amazon Connect Adds Recurring Activities to Schedules

🔁 Amazon Connect now supports recurring activities in agent schedules, enabling managers to create repeating events such as daily stand-ups or weekly team meetings with a few clicks. You can configure recurring series for individual agents or share a single recurring series across multiple agents, removing the need to create each occurrence manually. This capability is available in all AWS Regions where Amazon Connect agent scheduling is offered and is designed to improve manager productivity and keep agent calendars up to date.

Amazon Connect embeds Tasks and Emails into websites

📨 Amazon Connect now supports embedding Tasks and Emails directly into websites and applications via a new contact form option in the communication widget. Supervisors and managers can use a drag-and-drop editor to design customer-facing forms and generate code snippets for seamless site integration. These interactions continue to be managed through existing Amazon Connect workflows, enabling flexible callback requests and web-based email submissions.