What’s new in Amazon Connect ?

🚀 Key Updates

Custom Metrics (No-Code Configuration)

• Admins can now create custom KPIs directly in Amazon Connect without writing code.
• Metrics are immediately available in dashboards and via analytics APIs.

Outbound Campaign Enhancements

• Preview Dialing mode introduced for outbound voice campaigns.
• Agents can review customer details before dialing, improving personalization and compliance.

Case Management Improvements

• Conditional case field visibility allows dynamic agent UI experiences based on case attributes.
• New APIs enable searching across related case items more efficiently.

Schedule Adherence Alerts

• Threshold-based adherence rules (early/late start, activity variance) are now configurable.
• Real-time adherence notifications can be sent via Amazon EventBridge to supervisors.

AI-Powered Agent Assistance

• Generative AI now provides automated email conversation summaries and response suggestions.
• Improves agent efficiency and consistency in asynchronous channels.

Security & Compliance Controls

• Granular permissions added for access to conversation recordings and transcripts.
• Better control for regulated and privacy-sensitive environments.

🎯 Why This Matters

• Operational Visibility: Custom metrics and adherence alerts give leaders better real-time control over performance.
• Agent Productivity: Preview dialing and AI-generated email assistance reduce handle time and cognitive load.
• Customer Experience: More personalized outbound interactions and smarter case workflows improve resolution quality.
• Enterprise Readiness: Enhanced permissions and analytics support compliance and scale.