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 ha...

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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 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.

Original source Report a problem