Amazon Connect Release Notes

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.

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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.

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