All news with #amazon connect tag

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.

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.