Amazon Connect Release Notes

Workspace and data table resources provide business users with greater control over daily operations

Amazon Connect now gives business users greater control over daily contact center operations without requiring technical resources. With new capabilities to adjust queues, routing behavior, and customer experience settings in real time, business users can respond to changing conditions immediately while maintaining enterprise-grade governance and security. Contact center administrators can start by defining key business configurations such as queue assignments, operating hours, skill mappings, and escalation rules, in data tables that directly drive contact flows. Guides can then be configured to surface role-specific actions for each business user within persona based workspaces. Together, these updates enable a business-led operating model that keeps contact center operations fast, consistent, and secure, all without relying on IT.

For more information, see Set up workspaces for your admin website users.

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Conditional case field visibility and dependent options

Amazon Connect Cases now supports conditional field visibility and dependent field options, so you can simplify case layouts and ensure agents capture the right information faster. For example, you can show a Return Reason field only when the case involves a return, and limit Issue Type choices to hardware-related options when Issue Category is set to Hardware.
For more information, see Add case field conditions to a case template in Amazon Connect.

October 2025 Updates

Preview dialing mode for outbound campaigns

Outbound campaigns support preview dialing, allowing agents to review customer information before placing calls. Campaign managers can configure review time limits and enable contact removal. New analytics dashboards provide visibility into agent behavior and campaign performance.
For more information, see Set up Amazon Connect outbound campaigns.

Configure thresholds for schedule adherence

You can configure thresholds for schedule adherence, giving you more flexibility in how you track agent performance. You can define thresholds for how early or late agents start or end their shifts, as well as for individual activities. For example, agents can start their shift 5 minutes early and end 10 minutes late, or end their breaks 3 minutes late, without negatively impacting their adherence scores.
You can further customize these thresholds for individual teams. For example, teams that handle contacts with long ha...

Original source Report a problem

Conditional case field visibility and dependent options

Amazon Connect Cases now supports conditional field visibility and dependent field options, so you can simplify case layouts and ensure agents capture the right information faster. For example, you can show a Return Reason field only when the case involves a return, and limit Issue Type choices to hardware-related options when Issue Category is set to Hardware.

For more information, see Add case field conditions to a case template in Amazon Connect.

October 2025 Updates

Preview dialing mode for outbound campaigns
Outbound campaigns support preview dialing, allowing agents to review customer information before placing calls. Campaign managers can configure review time limits and enable contact removal. New analytics dashboards provide visibility into agent behavior and campaign performance.
For more information, see Set up Amazon Connect outbound campaigns.

Configure thresholds for schedule adherence
You can configure thresholds for schedule adherence, giving you more flexibility in how you track agent performance. You can define thresholds for how early or late agents start or end their shifts, as well as for individual activities. For example, agents can start their shift 5 minutes early and end 10 minutes late, or end their breaks 3 minutes late, without negatively impacting their adherence scores.
You can further customize these thresholds for individual teams. For example, teams that handle contacts with long handle times can be given more flexibility in when they start their breaks. This enables you to focus on true adherence violations and eliminates the impact of minor schedule deviations on agent performance.
For more information, see Schedule Adherence.

Use 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.

Set up agent schedule adherence notifications
You can set up agent schedule adherence notifications to make it easier for you to proactively identify when agents aren't adhering to their scheduled activities. You can define rules to automatically send email or text notifications (using EventBridge) to supervisors when agents exceed adherence thresholds. For example, if agent adherence drops below 85% in a trailing 15-minute window, supervisors can receive an email alert.
For more information, see Set up schedule adherence notifications.

Search for related items across all cases within a domain
You can use the SearchAllRelatedItems API to search for related items across all cases within a domain. This is a global search operation that returns related items from multiple cases, unlike the case-specific SearchRelatedItems API.

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 example, a customer emails about a refund request. Amazon Connect Connect automatically provides key details about the customer's purchase history on the agent workspace, recommends a refund resolution step-by-step guide, and generates an email response to help resolve the contact quickly.
For more information, see Use generative AI-powered email conversation overviews and suggested responses. Also see the CreateSession API for updates to support this feature, updates to data types such as DataDetails, and new data types such as EmailGenerativeAnswerAIAgentConfiguration.

Amazon Connect makes it easier to get customer input on outbound calls
Amazon Connect supports Get customer input and Store customer input 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.
This capability allows you to capture interactive and dynamic customer input on outbound calls before these are connected to an agent. For example, you can use the Get customer input block to obtain customer consent for call recording as part of outbound calls placed by agents, and use it to trigger Amazon Connect Contact Lens recording and analytics.

Agent time-off balance data in the Amazon Connect analytics data lake
Agent time-off balance data is available in the Amazon Connect analytics 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 analytics data lake. You can also view a chronological list of all transactions that impacted the balance. For example, if an agent starts with 80 hours of paid time-off on January 1, submits a 20-hour request on January 3, and later cancels it, you can see each transaction's impact on the final 80-hour balance. This makes time-off management easier by eliminating the need for managers to manually reconcile balances and time-off transactions.
For more information, see Staff timeoff balance changes.

Agent screen recording for ChromeOS devices
You can use screen recording for agents using ChromeOS devices. With screen recording, you can identify areas for agent coaching (for example, long contact handle duration or non-compliance with business processes) by not only listening to customer calls or reviewing chat transcripts, but also watching agent actions while handling a voice, chat, or task contact. Email is not supported.
For more information, see Amazon Connect Client Application.

September 2025 Updates

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 example, if a new sales campaign launches at the start of the current week, a contact center manager can compare the current week's handle time or contact volume with the same time range last week using Week to Date, to decide if additional agents are required to handle the increasing contact volume and maintain service levels.
For more information, see Dashboards in Amazon Connect for getting contact center performance data.

Added two APIs: AssociateContactWithUser and ListRoutingProfileManualAssignmentQueues
Use these APIs to programmatically assign queued contacts to available users and list the manual assignment queues associated with a routing profile:
AssociateContactWithUser and ListRoutingProfileManualAssignmentQueues.
These APIs support the functionality described in Access the Worklist app in the Amazon Connect agent workspace.

Customize service level calculations
You can customize service level calculations to your specific needs by selecting if callbacks, abandons, or transfers are included in service level calculations. You can define time thresholds for when a contact is considered to meet service level standards and select which contact outcomes to include in the calculation.
For example, managers can choose to count callback contacts, exclude contacts transferred out while waiting in queue, and exclude short abandons using a configurable time threshold. This enables them to create a service level metric calculation that better aligns with their business operations.
For more information, see Create custom calculations of service level metrics.

Amazon Connect Contact Lens sensitive data redaction in 7 additional languages
Amazon Connect Contact Lens provides sensitive data redaction from voice and chat conversational analytics in French (France, Canada), Portuguese (Portugal, Brazil), Italian, German, and Spanish (Spain).
For more information, see AI features.

Flow designer analytics mode
You can use analytics in the drag-and-drop flows designer. This enables you to make data-driven decisions when optimizing your flows. You can view aggregate traffic through each completed and in-progress step in the flow, allowing you to identify behavioral patterns of your customers or pinpoint where errors are being encountered. For more information, see Monitor flow performance.

New callback metrics
Added the following metric definitions:

• Average queue abandon time - customer first callback
• Average queue answer time - customer first callback
• Average speed of answer - customer first callback dialed
• Average wait time after customer connection - customer first callback
• Callback attempts - customer first callback
• Contact volume - agent first callback
• Contact volume - customer first callback
• Contacts abandoned - customer first callback
• Contacts handled - customer first callback

Use contact segment attributes
For scenarios where information for a contact varies between transfers or multi-party conferences—such as business unit name, account type, or contact reason—you can use contact segment attributes. Contact segment attributes enable you to centrally manage the information with predetermined values and apply it to a unique contact record. This approach preserves accurate business context throughout customer journeys. It helps minimize data inconsistencies by enforcing standardized attribute values, and ensures reporting and analytics always reflect the true customer journey. For more information, see Contacts, contact chains, and contact attributes and Use contact segment attributes.

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.

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.
This functionality enables centralized teams within contact centers, such as quality management and regulatory compliance, to efficiently locate and review contacts handled by specific teams or departments. This streamlines their workflow for performance evaluation and compliance auditing. For more information see Search for completed and in-progress contacts in Amazon Connect.

Manual work item assignment for agents
Agents can manually prioritize the next important task, email, or chat in a queue. For example, when a customer calls in to enquire about their previously submitted refund request, an agent can search for any pending tickets related to the case, assign it to themselves, and resolve it immediately.
Supervisors and managers can enable manual assignment by updating agent configuration in routing and security profiles. Agents can then use the new worklist application in their agent workspace to manually assign themselves the next important chat, task, or email. For more information, see Access the Worklist app in the Amazon Connect agent workspace.

August 2025 Updates

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 and Contact Lens availability by Region.

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. Contact center customers and agents can dynamically add participants during a live call or multiple participants can join a scheduled session with the same agent. Participants can engage in audio, video, and screen sharing for a fully collaborative experience. For more information, see Enable multi-user in-app, web, and video calling.

Recurring activities in agent schedules
Amazon Connect supports recurring activities in agent schedules, allowing you to add repeating events in a few clicks. You can schedule activities such as daily stand-up at 8 a.m. or team meeting every Monday at 9 a.m. as a series that automatically gets added to agent schedules. These can be scheduled as individual recurring series for each agent or a shared recurring series across multiple agents. For more information, see Forecasting, capacity planning, and scheduling in Amazon Connect.

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 your websites and applications using the contact form option in the communications widget. You can add the communications widget to your website to enable customers to submit callback requests outside business hours or send emails through webforms.
The feature includes these capabilities:

• Configure customer-facing forms using the drag and drop editor
• Generate code snippets for seamless website integration
• Provide customers with flexible engagement options
• Manage all engagements through existing Amazon Connect workflows
  For more information, see Add the Amazon Connect widget to your website to accept chat, task, email, and web calling contacts.

Amazon Connect Outbound Campaigns supports multi-profile campaigns and enhanced phone number retry sequencing
Amazon Connect Outbound Campaigns supports account-based campaigns, enabling you to reach multiple people associated with the same account. For example, when calling about a joint bank account, if the first person is unavailable, the system automatically tries to reach other authorized members of the account.
The feature includes these enhancements:

• Target multiple profiles within the same campaign for outreach to all associated contacts in an account
• Define prioritized contact sequences across multiple phone numbers (mobile, home, work)
• Configure fallback phone numbers within each profile
• Automatically progress to next preferred phone number after unsuccessful attempts
• Create more flexible engagement workflows to improve right-party contact rates
  This feature is available in all AWS Regions where Amazon Connect Outbound Campaigns is supported. For more information, see Outbound Campaigns.

Use the GetContactMetrics API to retrieve real-time position in queue
You can use the GetContactMetrics API and the Position in queue metric to retrieve real-time position in queue data. (This functionality is not available in flows, only by using the API.) This enhancement provides contact centers with a way to manage customer wait times more effectively by:

• Retrieving accurate queue position for each contact
• Offering proactive callbacks during long wait periods
• Making data-driven decisions between primary and alternative queues
• Monitoring queues with routing criteria and agent proficiencies
• Optimizing agent resource allocation through improved queue visibility
  For more information, see the GetContactMetrics API documentation and the Position in queue metric definition.

July 2025 Updates

Enhancements to audio treatment while customers wait in queue
You can configure flows to execute logic such as routing priority changes while continuing to play audio to customers waiting in queue. For example, when a customer is in queue listening to music or instructions, you can periodically check metrics to determine whether to transfer them to a different queue or conditionally offer a callback, without having the check itself cause any interruption to the music. For more information, see the Loop prompts block.

Enhanced third-party application support in agent workspace
The agent workspace supports new actions and workflows powered by third-party applications running in the background. This enhancement allows agents to perform various tasks without leaving the agent workspace, such as:

• Completing new training prompts upon login
• Accessing company-specific phone directories during contact transfers
• Filling out forms in pop-up windows
• Downloading files
  Agents can seamlessly resume their work exactly where they left off after helping a customer. This single-pane-of-glass experience improves agent productivity and enhances customer satisfaction.
  Third-party applications are available in the following AWS Regions: US East (N. Virginia), US-West (Oregon), Africa (Cape town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London).
  For more information, see Access third-party applications in the Amazon Connect agent workspace in the Amazon Connect Administrator Guide and the Amazon Connect Agent Workspace Developer Guide.

Apply Automatic fail to a section or the entire evaluation form
You can configure an evaluation form so answering 0 to a specific question assigns a score of 0 to the section, the subsection, or the entire evaluation form. Previously this option assigned a score of 0 to the entire form. For more information, see Step 5: Assign scores and ranges to answers in Create an evaluation form in Amazon Connect.

Per-day pricing for external voice connectors
Amazon Connect external voice connectors are now priced at $100 per connector per day. The new daily rate provides customers with more granular billing options. For the per-day rate is effective July 24, 2025, for new and existing connectors. For more information, see Set up Amazon Connect external voice transfer to an on-premise voice system.

Direct signing of calls from US numbers to North American Numbering Plan (NANP) destinations
All calls from US numbers (toll-free or direct-inward-dial) are marked and signed with STIR/SHAKEN attestation headers and attestation levels provided by Amazon Connect through AMCS LLC. Previously, these calls were marked and signed with headers and attestation levels determined by our carrier partners. For more information, see Stir/Shaken attestation in Amazon Connect.

Forecast editing user interface
You can select a forecast and then make edits—such as increasing contact volume by a percentage or setting exact values—across specific date ranges, queues, and channels. You can preview and apply changes within the forecasting user interface. For example, if a there's an upcoming marketing campaign expected to drive higher traffic, you can increase the short-term forecast by 15% for Tuesdays and Wednesdays between 12 PM and 2 PM for the next two weeks. With this feature, you can simplify the process of managing forecast changes, improve planning accuracy, and respond faster to demand fluctuations. For more information, see Edit a forecast in Amazon Connect.

New disconnect reason: CUSTOMER_NEVER_ARRIVED
Added the disconnect reason CUSTOMER_NEVER_ARRIVED to the contact record. For more information, see ContactTraceRecord.

Analytics dashboard in agent workspace
The agent workspace includes an out-of-box analytics dashboard that provides agents with insights into their individual performance metrics and queue status. Agents can view their performance metrics, such as contacts handled and average handle time. They can also view metrics about their assigned queue, such as contacts in queue and longest wait time.
These insights help agents improve their performance and make data-driven decisions to enhance customer experience. For example, agents can better time their breaks by monitoring queue volumes.
For more information, see Access the performance dashboard directly in the agent workspace.
In addition, there's a new widget on the Queue and agent performance dashboard: Agent status drill down. And there's a new metric: Agents on contact.

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 example, in an automated customer interaction, you can now look up a customer's past purchases while simultaneously checking for active promotions and playing a message about a new offer.
You can configure these capabilities directly in the drag-and-drop flow designer using the AWS Lambda function and Wait flow blocks, or through public APIs.
Note
The name of the Invoke Lambda function block has been changed to AWS Lambda function to indicate this increased functionality.

Original source Report a problem

Conditional case field visibility and dependent options

Amazon Connect Cases now supports conditional field visibility and dependent field options, so you can simplify case layouts and ensure agents capture the right information faster. For example, you can show a Return Reason field only when the case involves a return, and limit Issue Type choices to hardware-related options when Issue Category is set to Hardware.

For more information, see Add case field conditions to a case template in Amazon Connect.

Custom metrics

Amazon Connect now supports creation of custom metrics, enabling contact center supervisors to analyze tailored performance measurements without requiring technical skills. This feature provides a simple, no-code interface for performing mathematical operations (e.g., addition, subtraction, sum, average) on existing Connect data to build metrics that align with your organization's specific business requirements. Custom metrics are available to use in the dashboards and APIs.

For more information, see Custom metrics.

Original source Report a problem

Preview dialing mode for outbound campaigns

Outbound campaigns support preview dialing, allowing agents to review customer information before placing calls. Campaign managers can configure review time limits and enable contact removal. New analytics dashboards provide visibility into agent behavior and campaign performance.

For more information, see Set up Amazon Connect outbound campaigns.

Configure thresholds for schedule adherence

You can configure thresholds for schedule adherence, giving you more flexibility in how you track agent performance. You can define thresholds for how early or late agents start or end their shifts, as well as for individual activities. For example, agents can start their shift 5 minutes early and end 10 minutes late, or end their breaks 3 minutes late, without negatively impacting their adherence scores.

You can further customize these thresholds for individual teams. For example, teams that handle contacts with long ha... (truncated)

Original source Report a problem

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 example, if a new sales campaign launches at the start of the current week, a contact center manager can compare the current week's handle time or contact volume with the same time range last week using Week to Date, to decide if additional agents are required to handle the increasing contact volume and maintain service levels.
For more information, see Dashboards in Amazon Connect for getting contact center performance data.

Added two APIs: AssociateContactWithUser and ListRoutingProfileManualAssignmentQueues

Use these APIs to programmatically assign queued contacts to available users and list the manual assignment queues associated with a routing profile: AssociateContactWithUser and ListRoutingProfileManualAssignmentQueues.
These APIs support the functionality described in Access the Worklist app in the Amazon Connect agent workspace.

Customize service level calculations

You can customize service level calculations to your specific needs by selecting if callbacks, abandons, or transfers are included in service level calculations. You can define time thresholds for when a contact is considered to meet service level standards and select which contact outcomes to include in the calculation.
For example, managers can choose to count callback contacts, exclude contacts transferred out while waiting in queue, and exclude short abandons using a configurable time threshold. This enables them to create a service level metric calculation that better aligns with their business operations.
For more information, see Create custom calculations of service level metrics.

Amazon Connect Contact Lens sensitive data redaction in 7 additional languages

Amazon Connect Contact Lens provides sensitive data redaction from voice and chat conversational analytics in French (France, Canada), Portuguese (Portugal, Brazil), Italian, German, and Spanish (Spain).
For more information, see AI features.

Flow designer analytics mode

You can use analytics in the drag-and-drop flows designer. This enables you to make data-driven decisions when optimizing your flows. You can view aggregate traffic through each completed and in-progress step in the flow, allowing you to identify behavioral patterns of your customers or pinpoint where errors are being encountered. For more information, see Monitor flow performance.

New callback metrics

Added the following metric definitions:

• Average queue abandon time - customer first callback
• Average queue answer time - customer first callback
• Average speed of answer - customer first callback dialed
• Average wait time after customer connection - customer first callback
• Callback attempts - customer first callback
• Contact volume - agent first callback
• Contact volume - customer first callback
• Contacts abandoned - customer first callback
• Contacts handled - customer first callback

Use contact segment attributes

For scenarios where information for a contact varies between transfers or multi-party conferences—such as business unit name, account type, or contact reason—you can use contact segment attributes. Contact segment attributes enable you to centrally manage the information with predetermined values and apply it to a unique contact record. This approach preserves accurate business context throughout customer journeys. It helps minimize data inconsistencies by enforcing standardized attribute values, and ensures reporting and analytics always reflect the true customer journey. For more information, see Contacts, contact chains, and contact attributes and Use contact segment attributes.

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.

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.
This functionality enables centralized teams within contact centers, such as quality management and regulatory compliance, to efficiently locate and review contacts handled by specific teams or departments. This streamlines their workflow for performance evaluation and compliance auditing. For more information see Search for completed and in-progress contacts in Amazon Connect.

Manual work item assignment for agents

Agents can manually prioritize the next important task, email, or chat in a queue. For example, when a customer calls in to enquire about their previously submitted refund request, an agent can search for any pending tickets related to the case, assign it to themselves, and resolve it immediately.
Supervisors and managers can enable manual assignment by updating agent configuration in routing and security profiles. Agents can then use the new worklist application in their agent workspace to manually assign themselves the next important chat, task, or email. For more information, see Access the Worklist app in the Amazon Connect agent workspace.

Original source Report a problem

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 and Conversational analytics availability by Region.

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. Contact center customers and agents can dynamically add participants during a live call or multiple participants can join a scheduled session with the same agent. Participants can engage in audio, video, and screen sharing for a fully collaborative experience. For more information, see Enable multi-user in-app, web, and video calling.

Recurring activities in agent schedules

Amazon Connect supports recurring activities in agent schedules, allowing you to add repeating events in a few clicks. You can schedule activities such as daily stand-up at 8 a.m. or team meeting every Monday at 9 a.m. as a series that automatically gets added to agent schedules. These can be scheduled as individual recurring series for each agent or a shared recurring series across multiple agents. For more information, see Forecasting, capacity planning, and scheduling in Amazon Connect.

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 your websites and applications using the contact form option in the communications widget. You can add the communications widget to your website to enable customers to submit callback requests outside business hours or send emails through webforms.
The feature includes these capabilities:

• Configure customer-facing forms using the drag and drop editor
• Generate code snippets for seamless website integration
• Provide customers with flexible engagement options
• Manage all engagements through existing Amazon Connect workflows
  For more information, see Add the Amazon Connect widget to your website to accept chat, task, email, and web calling contacts.

Amazon Connect Outbound Campaigns supports multi-profile campaigns and enhanced phone number retry sequencing

Amazon Connect Outbound Campaigns supports account-based campaigns, enabling you to reach multiple people associated with the same account. For example, when calling about a joint bank account, if the first person is unavailable, the system automatically tries to reach other authorized members of the account.
The feature includes these enhancements:

• Target multiple profiles within the same campaign for outreach to all associated contacts in an account
• Define prioritized contact sequences across multiple phone numbers (mobile, home, work)
• Configure fallback phone numbers within each profile
• Automatically progress to next preferred phone number after unsuccessful attempts
• Create more flexible engagement workflows to improve right-party contact rates
  This feature is available in all AWS Regions where Amazon Connect Outbound Campaigns is supported. For more information, see Outbound Campaigns.

Use the GetContactMetrics API to retrieve real-time position in queue

You can use the GetContactMetrics API and the Position in queue metric to retrieve real-time position in queue data. (This functionality is not available in flows, only by using the API.) This enhancement provides contact centers with a way to manage customer wait times more effectively by:

• Retrieving accurate queue position for each contact
• Offering proactive callbacks during long wait periods
• Making data-driven decisions between primary and alternative queues
• Monitoring queues with routing criteria and agent proficiencies
• Optimizing agent resource allocation through improved queue visibility
  For more information, see the GetContactMetrics API documentation and the Position in queue metric definition.

Original source Report a problem

Enhancements to audio treatment while customers wait in queue

You can configure flows to execute logic such as routing priority changes while continuing to play audio to customers waiting in queue. For example, when a customer is in queue listening to music or instructions, you can periodically check metrics to determine whether to transfer them to a different queue or conditionally offer a callback, without having the check itself cause any interruption to the music. For more information, see the Loop prompts block.

Enhanced third-party application support in agent workspace

The agent workspace supports new actions and workflows powered by third-party applications running in the background. This enhancement allows agents to perform various tasks without leaving the agent workspace, such as:

• Completing new training prompts upon login
• Accessing company-specific phone directories during contact transfers
• Filling out forms in pop-up windows
• Downloading files

Agents can seamlessly resume their work exactly where they left off after helping a customer. This single-pane-of-glass experience improves agent productivity and enhances customer satisfaction.

Third-party applications are available in the following AWS Regions: US East (N. Virginia), US-West (Oregon), Africa (Cape town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London).

For more information, see Access third-party applications in the Amazon Connect agent workspace in the Amazon Connect Administrator Guide and the Amazon Connect Agent Workspace Developer Guide.

Apply Automatic fail to a section or the entire evaluation form

You can configure an evaluation form so answering 0 to a specific question assigns a score of 0 to the section, the subsection, or the entire evaluation form. Previously this option assigned a score of 0 to the entire form. For more information, see Step 5: Assign scores and ranges to answers in Create an evaluation form in Amazon Connect.

Direct signing of calls from US numbers to North American Numbering Plan (NANP) destinations

All calls from US numbers (toll-free or direct-inward-dial) are marked and signed with STIR/SHAKEN attestation headers and attestation levels provided by Amazon Connect through AMCS LLC. Previously, these calls were marked and signed with headers and attestation levels determined by our carrier partners. For more information, see Stir/Shaken attestation in Amazon Connect.

Forecast editing user interface

You can select a forecast and then make edits—such as increasing contact volume by a percentage or setting exact values—across specific date ranges, queues, and channels. You can preview and apply changes within the forecasting user interface. For example, if a there's an upcoming marketing campaign expected to drive higher traffic, you can increase the short-term forecast by 15% for Tuesdays and Wednesdays between 12 PM and 2 PM for the next two weeks. With this feature, you can simplify the process of managing forecast changes, improve planning accuracy, and respond faster to demand fluctuations. For more information, see Edit a forecast in Amazon Connect.

New disconnect reason: CUSTOMER_NEVER_ARRIVED

Added the disconnect reason CUSTOMER_NEVER_ARRIVED to the contact record. For more information, see ContactTraceRecord.

Analytics dashboard in agent workspace

The agent workspace includes an out-of-box analytics dashboard that provides agents with insights into their individual performance metrics and queue status. Agents can view their performance metrics, such as contacts handled and average handle time. They can also view metrics about their assigned queue, such as contacts in queue and longest wait time.
These insights help agents improve their performance and make data-driven decisions to enhance customer experience. For example, agents can better time their breaks by monitoring queue volumes.
For more information, see Access the performance dashboard directly in the agent workspace.

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 example, in an automated customer interaction, you can now look up a customer's past purchases while simultaneously checking for active promotions and playing a message about a new offer.
You can configure these capabilities directly in the drag-and-drop flow designer using the AWS Lambda function and Wait flow blocks, or through public APIs.

Note
The name of the Invoke Lambda function block has been changed to AWS Lambda function to indicate this increased functionality.

Original source Report a problem

June 2025 Updates

Flow designer: new features

The following new features have been added to the flow designer to help you navigate, edit, and troubleshoot flows more efficiently.

Connections tab

Use the Connections tab on the block configuration panel to quickly navigate and edit between blocks by using their incoming and outgoing branches. The following sections explain the features on the Connections tab.

Topics

• Navigation
• Change connection
• Create a new block

Navigation

• Choose Center this block in the view to center the selected block in the viewport.
• Choose an outgoing branch's name to visualize its path.
• Choose the edit icon to immediately modify the connected block.
• Choose an incoming block's name to open the connected block for editing.
• Choose the active branch to visualize the connection. If a branch appears greyed out, it indicates the block is not currently linked to that branch.

The following GIF shows how to navigate through the flow designer canvas using these options.

Change connection

For outgoing branches, use the dropdown menu to select a block and update the connection.
Use free-text search to quickly locate and connect to a specific block.
To remove a connection, use the Disconnect option. The following GIF shows how to use Disconnect.

Create a new block

You can create a new block directly from the Connections tab without leaving the current view.

• Select Add New Block, choose the desired block type, and optionally provide a name.
• The block will be created instantly. No need to drag and drop from the block library

The following GIF shows how to add a new block (in this case a Disconnect block) from the Connections tab.

Notes tab

Use the Notes tab to view all notes attached to a block. You can create and edit notes directly within this tab.

The following GIF shows the Notes tab for the Set disconnect flow block.

Block error navigation

The flow designer includes shortcuts and buttons to help locate blocks with issues more efficiently.
When publishing, if a block contains errors, you can click the associated error message button to navigate directly to the problematic block.

• Additionally, use Ctrl + ; and Ctrl + ' to cycle between blocks with errors.
• Each block's issue is also clearly displayed in the block configuration panel

The following GIF shows how to navigate to the problematic blocks.

Flow designer keyboard shortcuts and accessibility improvements

The flow designer includes a Keyboard shortcuts panel, which includes an expanded set of shortcuts for navigating through and editing flows. For more information, see Keyboard shortcuts for the Amazon Connect flow designer.
The flow designer includes the following accessibility improvements: screen reader support, Reflow Mode, button-based movement, and high-contract lines. These are described below.

Screen reader support

Changes made on the canvas are announced if the users have enabled screen reader, allowing users to better follow updates as they happen. On Windows the shortcut is Win+Ctrl+Enter and on Mac Cmd+F5.

Reflow Mode

Reflow Mode ensures that panels and interface elements automatically rearrange when zoomed in. So even at high zoom levels, everything remains visible and can be navigated to.
The following GIF shows how to use Reflow Mode.

Button-based movement

You can use the directional buttons on the flow designer canvas for precise block movement. You can reposition selected blocks using the arrow buttons for greater control and navigation.
The following GIF shows how to use the directional buttons.

High contrast lines

High contrast lines enhance the visual distinction between the three connector line types, making it easier for users with visual impairments to differentiate connections.
The following GIF shows how to enable high contrast lines in the flow designer.

The following image shows two flow designer canvases. The first one shows the default contrast. The second one shows high contrast lines.

Enhanced audio treatment for customers in queue

The Loop prompts block allows you to run flow logic while continuing to play audio to customers waiting in queue. You can check metrics and modify routing priorities without interrupting the customer's audio experience. For more information, see How the interrupt option works.

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 initiative 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 components.
For more information, see Use the UI builder in Amazon Connect for resources in step-by-step guides.

Segment creation from imported files in Customer Profiles

Amazon Connect 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.

• Map CSV data to standard profile attributes using AI-powered analysis
• Create custom attributes as needed
• Configure profile expiry settings up to 90 days
• Utilize unique identifiers to match and update existing profiles

For more information, see Create segments from imported files in Amazon Connect.

Additional chat metrics

Added the following chat metrics to Amazon Connect. Each metric is available in the Amazon Connect admin website and by using the GetMetricDataV2 API.

• Average messages
• Agent average contact first response wait time
• Average conversation close time
• Conversations abandoned
• Average customer messages
• Average customer response time
• Average agent messages
• Average agent message length
• Average agent first response time
• Average agent response time
• Average bot messages

Also added fields to the Contact record in the Amazon Connect analytics data lake.

Create instance replication between Asia Pacific (Tokyo) and Asia Pacific (Osaka)

You can maintain a synchronized instance in Asia Pacific (Osaka) that mirrors the channel configurations and service quotas of your Asia Pacific (Tokyo) environment. With a resiliency instance in Asia Pacific (Osaka), you can replicate your Amazon Connect configurations, such as users, routing profiles, and flows, and configure traffic distribution settings to pre-define groups of users and phone numbers to shift between Asia Pacific (Tokyo) and Asia Pacific (Osaka). This enables your resiliency instance to handle new incoming traffic after switching Regions. To get started, you first need to set up an Amazon Connect instance in Asia Pacific (Tokyo) as your primary Region. You can then create a replica instance for Amazon Connect in the Asia Pacific (Osaka) Region. For more information, see Set up Amazon Connect Global Resiliency.

Use customizable work labels for agent scheduling

You can use customizable work labels for agent scheduling. Customizable work labels make it easier for you to identify the type of work an agent is scheduled for. You can create work activities with custom labels and assign them to agent schedules by day of the week. For example, you can assign "Order processing" as the work activity for Monday, "Returns management" for Tuesday, and "Work" (existing default activity) for rest of the week. This simplifies the experience for managers because they can now easily identify who is scheduled for which type of work. This capability also improves the experience for agents as they now have visibility into how their time is allocated. For more information, see Create shift activities.

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.

Amazon Connect Customer Profiles Profile Explorer

Amazon Connect Customer Profiles Profile Explorer is a feature that provides a unified, customizable view of customer information. Key features include:

• Real-time search using multiple identifiers (for example, email, phone number, booking references)
• Customizable views highlighting relevant customer information
• AI-generated customer summaries with personalized behavioral insights

Profile Explorer is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Tokyo), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt), and Europe (London). Note that AI summary is currently not available in Africa (Cape Town).
For more information, see the Set up Profile explorer in Amazon Connect Customer Profiles.

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.

Amazon Connect Customer Profiles enhanced calculated attributes

Amazon Connect Customer Profiles provides enhanced calculated attributes with the following improvements:

• Timestamp controls: Specify timestamps on data, including future-dated events
• Historical data backfill: Automatically include previously ingested data when creating new attributes
• Improved limits: Process historical data information with increased limits

These enhancements enable more accurate and relevant calculated attributes, supporting sophisticated use cases such as:

• Tracking upcoming appointments
• Analyzing long-term customer behavior patterns
• Evaluating customer lifetime value
• Providing agents with relevant context before customer interactions

These features are available in US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Asia Pacific (Seoul), Canada (Central), Europe (Frankfurt), and Europe (London).
For more information, see the Create calculated attributes in Amazon Connect.

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 the Data model for Amazon Connect contact records topic.

Updates to email quotas

The following updates have been released for email quotas and feature specifications:

New

• Email addresses per inbound email message quota is 50 email addresses total across To and CC. It is not adjustable.
• File attachments per email = 10 attachments. This is a feature specification and cannot be adjusted.

Updates

• Active email contact expiry quota is customizable up to 90 days.
• Email domains per instance quota has been increased from 5 custom email domains to 100.
• Email addresses per instance is an adjustable quota; it was incorrectly documented as a feature specification. The default is 100.

For more information, see Amazon Connect service quotas.

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