Amazon Connect changelog 2025
131 announcements, 2025
All Amazon Connect changes · 240 announcements since January 2025 · 3 GA · 1 preview · 1 deprecation · 3 Region expansions
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December 20256
Amazon Connect dashboards now support filtering metrics based on custom business dimensions
Amazon Connect expands automated agent performance evaluations to 5 additional languages
Amazon Connect launches additional details within real-time metric alerts
Amazon Connect now supports multiple choice and date questions in evaluation forms
Amazon Connect launches WhatsApp channel for Outbound Campaigns
Amazon Connect Customer Profiles launches new segmentation capabilities (Beta)
November 202531
Amazon Connect agent workspace now supports custom visual themes
Amazon Connect now supports AI agent assistance and summarization for Agentforce Service
Amazon Connect launches AI-powered predictive insights (Preview)
Amazon Connect launches automated email responses using conditional keywords and phrases
Amazon Connect now provides automated performance evaluations for self-service interactions
Amazon Connect Chat now supports in-flight data redaction and message processing
Amazon Connect now provides granular access controls for performance evaluations
Amazon Connect now provides improved analytics and monitoring for AI agents
Amazon Connect launches Model Context Protocol (MCP) support
Amazon Connect now provides native testing and simulation capabilities
Amazon Connect now simplifies linking related contacts to cases using flows
Amazon Connect now streams messages for AI-powered interactions
Amazon Connect flow modules now support custom inputs, outputs, and version management
Amazon Connect now enables agents to send follow-up replies to email contacts
Amazon Connect launches monitoring of contacts queued for callback
Amazon Connect now offers persistent agent connections for faster call handling
Amazon Connect now provides conversational analytics for voice and chat bots
Amazon Connect outbound campaigns supports ring time configuration for unanswered calls
Amazon Connect now provides metrics on completion of agent performance evaluations by managers
Amazon Connect Cases adds conditional field visibility and dependent options
Amazon Connect now supports configuration of email address aliases
October 202514
Amazon Connect now provides granular permissions for conversation recordings and transcripts
Amazon Connect outbound campaigns supports preview dialing for greater agent control
Amazon Connect now supports threaded views and includes conversation history in agent replies
Amazon Connect now supports automated follow-up evaluations triggered by initial evaluation results
Amazon Connect now provides configurable thresholds for schedule adherence
Amazon Connect now supports agent schedule adherence notifications
Amazon Connect now supports copy and bulk edit of agent scheduling configuration
Amazon Connect now enables you to customize service level calculations
Amazon Connect now supports agent screen recording for ChromeOS
Amazon Connect now provides agent time-off balance data in analytics data lake
Amazon Connect makes it easier to get customer input on outbound calls
September 20259
Amazon Connect dashboards now support filtering and comparing metrics by any time range
Amazon Connect now lets you store attributes on specific segments of a contact
Amazon Connect Contact Lens now provides sensitive data redaction in 7 additional languages
Amazon Connect launches the ability to search contacts using agent hierarchy filters
Amazon Connect Cases now supports date range filters in the case list view
Amazon Q in Connect now supports selecting LLMs directly in Connect Web UI
Amazon Connect adds detailed disconnect reasons for improved call troubleshooting
Amazon Connect agents can now manually assign themselves Tasks, Emails, and Chats
August 20255
July 20258
Amazon Connect launches additional APIs to update and delete cases and related case items
Amazon Connect now provides enhanced flow designer UI editing features
Amazon Connect now supports custom work labels for agent schedules
Amazon Q in Connect now supports 7 languages for proactive recommendations
Amazon Connect Contact Lens is now available in AWS GovCloud (US-West)
Amazon Connect now provides enhancements to audio treatment while customers wait in queue
Amazon Connect launches segment creation from imported files
June 20258
May 20257
Amazon Connect now supports audio optimization for Omnissa cloud desktops
Amazon Connect for WhatsApp Business messaging and SMS now available in new AWS Regions
Amazon Connect adds enhanced contact information to DescribeContact API
Amazon Connect now publishes post-contact completion events to Contact Event Stream
Amazon Connect Contact Lens launches new real-time adherence dashboard
Amazon Connect adds five new metrics and dashboard drill downs for outbound campaigns
April 20259
Amazon Connect launches administrator access for agent schedules
Amazon Connect Cases adds support for managing service level agreements on cases
Amazon Connect Contact Lens dashboards now support access controls using agent hierarchies
Amazon Connect now provides the ability to set voice and language dynamically in a contact flow
Amazon Connect now allows supervisors to take additional actions on in-progress chats
Amazon Connect now shows an agent’s adherence to their work schedules in a calendar view
Amazon Connect now supports additional Dual-Tone Multi-Frequency (DTMF) configuration settings
March 202514
Amazon Connect Contact Lens now provides AI-powered contact summarization in 2 additional regions
Amazon Connect Contact Lens now supports conversational analytics in 34 new languages
Amazon Connect Contact Lens now lets you enable or disable sentiment analysis
Configure Amazon Q in Connect directly from Connect Admin Website
Salesforce Contact Center with Amazon Connect is now generally available
Amazon Connect Contact Lens can now dynamically update the questions on an evaluation form
Amazon Connect, Amazon WorkSpaces, and Amazon AppStream 2.0 are now Chrome Enterprise Recommended
Amazon Connect can now target multiple agent proficiencies in a single routing step
February 20259
Amazon Connect launches the ability for agents to exchange shifts with each other
Amazon Connect Contact Lens now offers AI-powered contact categorization in five new regions
Amazon Connect now supports interactive welcome messages when starting chats
Amazon Connect Cases now supports conditionally required fields
January 202511
Amazon Connect now supports agent time off scheduling up to 24 months in the future
Amazon Connect Cases now provides more granular search capabilities and customizable case list views
Amazon Connect now provides daily headcount projections in capacity plan downloads
Amazon Connect outbound campaigns can connect a call with an agent in under 2 seconds
Amazon Connect now offers a public preview of persistent agent connections for faster call handling
Amazon Connect Screen Recording now available in AWS GovCloud (US-West)
Amazon Connect Contact Lens dashboards now provide configurable groupings and filters
Amazon Connect Contact Lens launches new real-time dashboard
Amazon Connect Contact Lens launches agent performance evaluations for email contacts