Amazon Connect: A Look at the New Features in May 2023

In May 2023, Amazon Connect has added a host of new features and updates to improve the user experience and provide more functionality. Let’s take a closer look at these updates:

New APIs for managing prompts

Amazon Connect introduced new APIs for managing prompts, allowing for programmatic creation and management. Users can extract prompts stored in Amazon Connect and add them to their Amazon S3 bucket, with support for AWS CloudTrail, AWS CloudFormation, and tagging. To learn more about this, please visit the Amazon Connect API Reference Guide.

Supervisor alerts on agent performance

Amazon Connect Contact Lens now provides supervisor alerts on agent performance. Supervisors can identify contacts that require follow-up, allowing for more proactive management and support. This feature is available in all AWS regions where Contact Lens is already available. For more information, see the Amazon Connect help documentation.

GetMetricDataV2 API

GetMetricDataV2 API now supports metric data up to the last 35 days. More details can be found in the Amazon Connect API Reference Guide.

Interactive messages: Rich formatting in chat titles and subtitles

Users can now add rich formatting to the titles and subtitles of their chat messages using markdown, including links, italics, bold, numbered lists, and bulleted lists. Find more information here.

Added evaluation form features to Contact Lens

Evaluation forms can now be created and made available to managers to review conversations. Conversational analytics automatically pre-populate evaluation scores for criteria like script adherence, sensitive data collection, and customer greetings. For more information, check the Amazon Connect Contact Lens page.

Added configurable Lex timeouts in chat

Users can now configure how long to wait for a response from a customer in a chatbot conversation before the session expires. More details can be found here.

Create rules that send email notifications

You can now create Contact Lens rules that send email notifications to people in your organization. For more information, see Create Contact Lens rules that send email notifications.

Added MonitorContact API

Amazon Connect introduced a new API for programmatically initiating monitoring of ongoing contacts. More about this API can be found in the Amazon Connect API Reference Guide.

Search for profiles using multiple search keys

The SearchProfiles API now supports searching for profiles using multiple keys and logical operators. Users can use between 1 and 5 search keys with AND or OR logic to find profiles with attributes that match the search criteria. More details can be found here.

Increased Cases domain quota from 2 to 5

The default maximum number of Cases domains per AWS account has been increased from 2 to 5. For more information, check out the Amazon Connect Cases service quotas.

These updates reflect Amazon Connect’s commitment to improving its services and providing users with more tools and features to enhance their experiences.

Let me know if you want to talk about your contact center projets.

Luc Pâquet






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