Amazon Connect Updates & Release Notes

Connect Customer now establishes the persistent connection when the agent logs in

When you select Enable persistent connection for an agent, the agent's softphone maintains its media connection to Connect Customer for a few minutes after login and after each call ends. This enables subsequent calls to connect faster. If the agent remains idle for an extended period of time, the softphone drops the media connection to reduce agent workstation and network resource consumption. This does not impact the agent's ability to receive calls. The media connection is re-established when the agent receives the next call.

To learn more, see Enable persistent connection.

Connect Customer now supports bulk user management enhancements

With Connect Customer, you can now reskill your workforce during volume spikes without repetitive individual edits or custom API scripting. Make granular bulk edits to proficiencies, contact handling settings, and tags, by using add, remove, or partial replace operations.

On the User management page, select all users with a single click, choose an attribute, and submit your changes. Edits run in the background while you queue more batches, and the Activity page tracks operations with stop, resume, and retry controls.

For more information, see Edit users in bulk.

Available at no additional cost in all AWS Regions where Connect Customer is offered.

With Connect Customer, you can now import voice recordings from third-party systems, store them as contacts, and run conversational analytics on them, consolidating insights across every voice interaction in one place regardless of where the call originated. This is especially useful during a migration, where you can bring analytics to Connect Customer on day one without changing your voice traffic and import historical recordings so agents find earlier contacts directly in Connect Customer.

The feature uses a simple API workflow to import recordings from Amazon Simple Storage Service and run analytics jobs.

To learn more, see the Connect Customer API Reference.

Available in all AWS commercial Regions where Connect Customer is available. Standard external voice charges apply. This feature is not available in Connect Customer Basic.

Connect Customer now supports forecasting, capacity planning, and scheduling for tasks and emails. You can plan and optimize your entire workforce across voice, chat, tasks, and emails in a single solution, eliminating the need for manual spreadsheets or third-party tools. Connect Customer accounts for the distinct characteristics of each channel—including concurrent work handling, durations that range from minutes to months, and separate service-level requirements—so a single unified forecast and schedule reflect how your operation actually runs.

To learn more, see Forecasting, capacity planning, and scheduling.

Available in all AWS Regions where Connect Customer agent scheduling is available.

Connect Customer now delivers more natural, human-sounding agentic voice experiences, so AI agents can hold smoother, more responsive conversations with your customers. This launch expands support to more than 50 languages, including Spanish, French, Italian, Japanese, Korean, Portuguese, and Thai, and adds over 100 new voice options.

Conversational improvements make interactions feel immediate rather than halting: seamless response pacing fills natural pauses, more accurate turn-taking keeps agents and customers from talking over each other, and speech controls let you adjust speed, volume, and emotion to match your brand's tone.

To learn more, see Supported languages.

Available in the AWS Regions listed in the availability of Connect Customer features by Region.

Connect Customer analytics dashboards now display real-time and historical metrics for agent queues. Agent queues route contacts directly to a specific agent, so supervisors can track how individual agents perform in their own queues and respond to buildups before they cause long wait times. For example, a supervisor who notices a spike of contacts queued to a specific agent after a series of scheduled callbacks can reassign them to keep service levels on track.

To view these metrics, open the Current queue performance widget, select the Queue filter chip, and choose Agent queue. Then select one or more agents or an agent hierarchy level and choose Apply.

To learn more, see Analytics dashboards.

Available in all AWS commercial Regions and the AWS GovCloud (US-West) Region where Connect Customer is offered.

You can deliver high-quality voice experiences in Azure Virtual Desktop (AVD) and Windows 365 Virtual Desktop Infrastructure (VDI) environments.

Using Microsoft Multimedia Redirection (MMR), Connect Customer redirects audio from the session host to the agent's local device, improving audio quality by reducing network hops.

Connect Customer now supports Azure Virtual Desktop as an audio optimization VDI platform, alongside Citrix, Omnissa, and Amazon WorkSpaces.

To learn more, see Azure Virtual Desktop and Windows 365.

Connect Customer now supports bulk user management enhancements

With Connect Customer, you can now reskill your workforce during volume spikes without repetitive individual edits or custom API scripting. Make granular bulk edits to proficiencies, contact handling settings, and tags, by using add, remove, or partial replace operations.

On the User management page, select all users with a single click, choose an attribute, and submit your changes. Edits run in the background while you queue more batches, and the Activity page tracks operations with stop, resume, and retry controls.

For more information, see Edit users in bulk.

Available at no additional cost in all AWS Regions where Connect Customer is offered.

Connect Customer now supports external recording analytics

With Connect Customer, you can now import voice recordings from third-party systems, store them as contacts, and run conversational analytics on them, consolidating insights across every voice interaction in one place regardless of where the call originated. This is especially useful during a migration, where you can bring analytics to Connect Customer on day one without changing your voice traffic and import historical recordings so agents find earlier contacts directly in Connect Customer.

The feature uses a simple API workflow to import recordings from Amazon Simple Storage Service and run analytics jobs.

To learn more, see the Connect Customer API Reference.

Available in all AWS commercial Regions where Connect Customer is available. Standard external voice charges apply. This feature is not available in Connect Customer Basic.

Connect Customer adds workforce forecasting and scheduling for tasks and emails

Connect Customer now supports forecasting, capacity planning, and scheduling for tasks and emails. You can plan and optimize your entire workforce across voice, chat, tasks, and emails in a single solution, eliminating the need for manual spreadsheets or third-party tools. Connect Customer accounts for the distinct characteristics of each channel—including concurrent work handling, durations that range from minutes to months, and separate service-level requirements—so a single unified forecast and schedule reflect how your operation actually runs.

To learn more, see Forecasting, capacity planning, and scheduling.

Available in all AWS Regions where Connect Customer agent scheduling is available.

Connect Customer now delivers more natural agentic voice experiences

Connect Customer now delivers more natural, human-sounding agentic voice experiences, so AI agents can hold smoother, more responsive conversations with your customers. This launch expands support to more than 50 languages, including Spanish, French, Italian, Japanese, Korean, Portuguese, and Thai, and adds over 100 new voice options.

Conversational improvements make interactions feel immediate rather than halting: seamless response pacing fills natural pauses, more accurate turn-taking keeps agents and customers from talking over each other, and speech controls let you adjust speed, volume, and emotion to match your brand's tone.

To learn more, see Supported languages.

Available in the AWS Regions listed in the availability of Connect Customer features by Region.

Connect Customer now displays agent queue metrics on analytics dashboards

Connect Customer analytics dashboards now display real-time and historical metrics for agent queues. Agent queues route contacts directly to a specific agent, so supervisors can track how individual agents perform in their own queues and respond to buildups before they cause long wait times. For example, a supervisor who notices a spike of contacts queued to a specific agent after a series of scheduled callbacks can reassign them to keep service levels on track.

To view these metrics, open the Current queue performance widget, select the Queue filter chip, and choose Agent queue. Then select one or more agents or an agent hierarchy level and choose Apply.

To learn more, see Analytics dashboards.

Available in all AWS commercial Regions and the AWS GovCloud (US-West) Region where Connect Customer is offered.

Optimize Connect Customer audio for Azure Virtual Desktop and Windows 365

You can deliver high-quality voice experiences in Azure Virtual Desktop (AVD) and Windows 365 Virtual Desktop Infrastructure (VDI) environments. Using Microsoft Multimedia Redirection (MMR), Connect Customer redirects audio from the session host to the agent's local device, improving audio quality by reducing network hops. Connect Customer now supports Azure Virtual Desktop as an audio optimization VDI platform, alongside Citrix, Omnissa, and Amazon WorkSpaces. To learn more, see Azure Virtual Desktop and Windows 365.

Export cases to CSV

You can export cases from the agent workspace to CSV files. Search for cases, select one or more, and choose Export. Use the exported CSV file with spreadsheet applications such as Microsoft Excel or Google Sheets.

When you export cases, you can choose which columns to include, such as status, title, and custom fields. The columns you select determine which case data appears in the file.

You can use the exported CSV file to do the following:

• Generate reports from case data
• Share case data with stakeholders outside the agent workspace
• Analyze case data offline in a spreadsheet application

To use this feature, you must have the Cases - Export permission in your security profile. To learn more, see Export cases to CSV.

You can export cases from the agent workspace to CSV files. Search for cases, select one or more, and choose Export. Use the exported CSV file with spreadsheet applications such as Microsoft Excel or Google Sheets.

When you export cases, you can choose which columns to include, such as status, title, and custom fields. The columns you select determine which case data appears in the file.

You can use the exported CSV file to do the following:

• Generate reports from case data
• Share case data with stakeholders outside the agent workspace
• Analyze case data offline in a spreadsheet application

To use this feature, you must have the Cases - Export permission in your security profile. To learn more, see Export cases to CSV.

You can now assign up to seven security profiles with access control to a single user, increased from the previous limit of two. A user can have additional security profiles beyond seven, as long as those profiles do not contain access control tags or enforce hierarchy-based access control. An agent who serves multiple lines of business can hold a distinct, scoped permission set for each one rather than relying on a single overly broad profile. Each profile grants access only to the resources for its division, keeping permissions aligned to least privilege and reducing the administrative overhead of workarounds such as duplicating agents across instances.

To learn more, see Security profiles.

Available in all AWS Regions where Connect Customer is offered.

With Connect Customer, you can now protect sensitive information in agent screen recordings by defining rules that redact specific applications or URLs. PII and payment details stay hidden from anyone who later reviews recordings for compliance or coaching. Previously, the only option was to pause screen recording entirely through customer-built triggers. That approach over-redacted by stopping all recording rather than targeting the sensitive content, and it added onboarding complexity.

You configure redaction in a Set recording, analytics, and processing behavior block by specifying which URLs or applications to mask. When an agent views a matching page or window, Connect Customer masks only that window in the recording. The rest of the screen remains visible, with no custom development required. A redacted recording is stored alongside the unredacted original under separate Amazon Simple Storage Service prefixes, so you can grant access to each version independently through security profile permissions.

To learn more, see Rule-based redaction for agent screen recordings.

Available in all AWS Regions where Connect Customer screen recording is offered.

Connect Customer now enables managers to use generative AI to automatically evaluate the quality of self-service (AI agent) interactions, using the same evaluation framework already available for human agents. As AI agents handle a growing volume of customer contacts, this gives you a scalable way to monitor quality and identify where your AI agents need improvement without manual review of every transcript.

You define evaluation criteria in natural language within evaluation forms, such as “Were all of the customer’s issues resolved by the AI agent?” Connect Customer applies that criteria across self-service interactions automatically, providing detailed reasoning and relevant reference points from the conversation transcript for each score. Managers can review results in aggregate to identify systemic issues, or drill into individual contacts alongside interaction recordings and transcripts.

To learn more, see generative AI performance evaluations.

Available in all AWS Regions where Connect Customer performance evaluations are available.

Agents and supervisors now receive automatic notifications when schedules change, rather than having to repeatedly check for updates themselves. You can define rules to send email or text notifications when new schedules are published, when existing schedules are updated, or when an agent’s leave request status changes. This eliminates manual notification effort for schedulers and ensures agents know immediately when something that affects their day has changed.

Available in all AWS Regions where Connect Customer agent scheduling is available.

You can now schedule entire business units, or multiple units that share agents, within a single schedule run. Connect Customer agent scheduling now supports up to 5,000 agents per schedule, up to 350 agents per staffing group, and up to 300 staffing groups per forecast group. Previously, organizations with large or multi-skilled workforces had to split scheduling across multiple runs or maintain separate schedules for shared agent pools, which introduced operational complexity and prevented the optimizer from working across the full workforce.

To learn more, see Amazon Connect feature specifications.

Available in all AWS Regions where Connect Customer agent scheduling is available.

When adding non-productive activities such as training sessions or team meetings to agent schedules, Connect Customer now automatically identifies the optimal time for each activity while minimizing impact to service level goals. You specify constraints (anytime within the shift, within a specific time window, or relative to shift start/end) and the system handles placement. Previously, supervisors had to manually scan schedules for available windows, which was time-consuming and often resulted in unnecessary service-level degradation.

To learn more, see Add activities to agent schedules.

Available in all AWS Regions where Connect Customer agent scheduling is available.