Concise summaries of official AWS update announcements for Amazon Connect.
Information as of November 3, 2026.
Amazon Connect Customer adds versioning and aliasing for flows and flow modules, allowing resources to be pointed at aliases instead of specific versions for simplified deployment
Amazon Connect Customer automatically saves in-progress emails as drafts, allowing agents to resume work without losing progress when connectivity is interrupted or when their browser is accidentally closed or refreshed
Amazon Connect Customer now allows you to validate the outcomes of your customer experience flow actions during testing and simulation. You can now verify the data returned when an action completes, such as a Lambda function response, an Amazon Lex resolved intent, or variables set by an Agentic CX block.
Amazon Connect Customer Global Resiliency now enables long, persistent chat experiences across linked AWS Regions, allowing end users to resume conversations with full context and history without repeating information.
Amazon Connect Customer Profiles now allows administrators to customize which customer data agents see in the workspace using layouts built in Profile Explorer, providing tailored views for different agent roles
Amazon Connect Customer Global Resiliency adds a Global Resiliency page to the admin website, enabling administrators to review Region switch readiness centrally
Amazon Connect Customer introduces automated checks for performance evaluation forms, enhancing AI evaluation accuracy. Managers can run a single-click check comparing forms to best practices and receive suggestions to improve question specificity for reliable AI scoring
Amazon Connect Customer now offers routing step data in the analytics data lake, enabling customers to analyze routing decisions using Amazon Athena and Amazon Quick without complex data pipelines
Amazon Connect Customer introduces new APIs for programmatic creation, management, and search of custom metrics, ensuring consistent definitions across environments and eliminating manual drift
Amazon Connect Customer now allows tag-based access control for custom metrics, enabling teams to fully manage their own metrics while granting view-only access to others and restricting visibility to protected metrics.
Amazon Connect Customer now allows managers to import evaluation form PDFs using AI, automating the migration of existing quality programs by extracting questions and scoring methods, with natural language adjustments available.
Amazon Connect Customer introduces shift bidding for agents, improving schedule control and efficiency. Agents rank preferred shifts, which are automatically assigned based on availability and rankings.
Amazon Connect Talent provides talent acquisition leaders with an AI-powered hiring solution that accelerates candidate selection at scale, allowing recruiters to focus on strategic decisions.
Amazon Connect Customer enables contact center managers to classify Task and Email contacts into workload types based on complexity, priority, or business function, each with its own concurrency and interruption rules.
Amazon Connect Customer Profiles now sends segment membership events, enabling real-time and scheduled notifications when customer profiles enter or exit segments such as high-value or low-satisfaction customers.
Amazon Connect Customer now automates evaluations of human and AI agents in Malay using generative AI, allowing managers to define custom criteria in natural language and receive AI-generated evaluations with justifications.
Amazon Connect Customer introduces compact mode on analytics dashboards, maximizing screen space to display more operational data without scrolling
Amazon Connect Global Resiliency enables contact routing across two linked AWS regions, allowing managers to view both regions as a unified contact center.
Amazon Connect Customer now updates scheduling metrics in real time, helping managers respond faster to schedule changes
Amazon Connect Customer now offers generative AI-powered summaries, real-time call analytics, and real-time rules in the Africa (Cape Town) Region, helping companies improve customer experience and agent performance
Amazon Connect Customer enables point-based scoring for evaluating agent performance, offering managers greater flexibility in configuring evaluation criteria
Amazon Connect Customer allows managers to input unplanned shrinkage directly into agent schedules, improving staffing accuracy due to unscheduled absences
Amazon Connect Customer enables agents to modify or add customer profiles to cases after they are opened, ensuring accurate case histories even when customers are unidentified at creation.
Amazon Connect Customer automatically extracts key data such as account numbers and reservation IDs from voice and chat interactions, improving agent productivity and reducing manual data entry
Amazon Connect Customer dashboards now support reporting on routing steps and agent proficiencies, enabling supervisors to monitor and optimize how contacts are matched to agents based on agent proficiencies
Amazon Connect Customer now allows agents to view and self-assign queued agent-first callbacks alongside emails, tasks, and chats, enabling agents to prioritize work that needs immediate follow-up or for which they already have relevant context.
Amazon Connect Customer now offers a performance dashboard for cases, enabling managers to monitor case volume, resolution trends, and SLA achievement. It allows comparison of current and past performance across key metrics and analysis by case template, user, or queue.
Amazon Connect Customer provides supervisors with historical agent adherence metrics on dashboards to improve visibility into how well agents follow their schedules.
Amazon Connect Customer dashboards now allow supervisors to drill down into real-time queue and routing profile performance with a single click, enabling quick reassignment of agents to reduce backlogs.
Amazon Connect Customer enables more granular staffing requirements across Voice, Chat, Task, and Email channels.
Amazon Connect Customer enables agents to export cases to CSV directly from the agent workspace, simplifying data sharing with internal teams and external stakeholders. Admins can control access via security profile permissions.
Amazon Connect Customer now automatically surfaces relevant examples of agent evaluations when managers prepare coaching feedback, enabling actionable, evidence-backed coaching. This saves time previously spent manually searching for examples.
Amazon Connect enables audio optimization on Azure Virtual Desktop and Windows 365 Cloud PC. After a one-time setup, media redirects from the virtual desktop to the agent's local device, improving audio quality
Amazon Connect Customer now displays real-time and historical metrics for agent queues on analytics dashboards, enabling supervisors to track agent performance in their queues.
Amazon Connect now supports over 50 languages and 100 new voice options, enhancing natural conversational experiences with improved flow and speech control features.
Amazon Connect Customer now offers proactive outreach via SMS, WhatsApp, and email in the Cape Town region, enabling targeted, personalized campaigns with automated triggers and analytics.
Amazon Connect Customer now supports forecasting, planning, and scheduling for Tasks and Emails, enabling workforce optimization across all workloads including Voice, Chat, Tasks, and Emails
Amazon Connect Customer increases the limit of security profiles per user from 2 to 7, enabling granular access controls for each business line
Amazon Connect Customer now allows you to create rules to automatically redact specific applications or URLs from agent screen recordings, helping supervisors identify compliance issues more effectively.
Amazon Connect Customer now offers Agentic CX designer (NLX) in preview, a no-code canvas for designing AI-powered self-service experiences with Live Sync to guide customers in real time.
Amazon Connect Customer now supports interrupting an agent with a contact, overriding their usual routing configuration for urgent or time-sensitive work. This allows direct assignment of certain contacts to specific agents even when they are in a custom status.
The Amazon Connect Customer Services Competency certifies service partners with proven expertise in transforming enterprise-wide customer experience on Amazon Connect
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