Relevant News - Amazon Connect
Relevant News - Amazon ConnectCategory: Customer Engagement
Here are the latest news items for Amazon Connect.
Link: https://aws.amazon.com/about-aws/whats-new/2026/03/aws-config-new-resource-types/
AWS Config now supports 30 additional AWS resource types across key services including Amazon Bedrock AgentCore and Amazon Cognito. This expansion provides greater coverage over your AWS environment, enabling you to more effectively discover, assess, audit, and remediate an even broader range of resources.
With this launch, if you have enabled recording for all resource types, then AWS Config will automatically track these new additions. The newly supported resource types are also available in Config rules and Config aggregators.
You can now use AWS Config to monitor the following newly supported resource types in all AWS Regions where the supported resources are available:
Resource Types:
| AWS::AppSync::DataSource | AWS::Deadline::LicenseEndpoint |
| AWS::Batch::ConsumableResource | AWS::Deadline::QueueEnvironment |
| AWS::Bedrock::DataSource | AWS::Detective::OrganizationAdmin |
| AWS::BedrockAgentCore::Gateway | AWS::GameLift::ContainerFleet |
| AWS::BedrockAgentCore::Memory | AWS::GameLift::ContainerGroupDefinition |
| AWS::Cognito::IdentityPoolRoleAttachment | AWS::GameLift::GameServerGroup |
| AWS::Cognito::LogDeliveryConfiguration | AWS::GameLift::Location |
| AWS::Cognito::UserPoolUICustomizationAttachment | AWS::IoT::TopicRule |
| AWS::Connect::RoutingProfile | AWS::Omics::ReferenceStore |
| AWS::DataBrew::Dataset | AWS::PCAConnectorAD::Template |
| AWS::DataBrew::Job | AWS::PCAConnectorSCEP::Challenge |
| AWS::DataBrew::Project | AWS::ResourceExplorer2::View |
| AWS::DataBrew::Recipe | AWS::ResourceGroups::Group |
| AWS::DataBrew::Ruleset | AWS::Scheduler::ScheduleGroup |
| AWS::DataBrew::Schedule | AWS::VerifiedPermissions::IdentitySource |
Published: 2026-03-02 16:00:00+00:00
Link: https://aws.amazon.com/about-aws/whats-new/2026/02/connect-dynamic-dialing-modes/
Today, AWS announces the general availability of dynamic dialing mode switching for Amazon Connect Outbound Campaigns, which allows contact center administrators to change between preview and non-preview dialing modes during active campaign execution. Previously, campaigns were locked into their initial dialing mode once started, requiring administrators to stop and restart campaigns to adjust strategies. This launch solves the problem of inflexible dialing strategies that couldn't adapt to real-time business needs and agent availability changes.
Dynamic dialing mode switching enables contact centers to optimize agent productivity and campaign efficiency in real-time without campaign interruptions. For example, you can automatically switch from progressive dialing to preview mode when handling high-priority contacts that require additional context, then revert back when traffic returns to normal patterns. This flexibility is particularly valuable for campaigns with varying contact priorities or fluctuating agent availability throughout the day.
Dynamic dialing mode switching is available at no additional cost in all AWS Regions where Amazon Connect Outbound Campaigns is supported: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town).
To learn more, see the Amazon Connect Administrator Guide or visit the Amazon Connect website.
Published: 2026-02-26 19:32:00+00:00
Link: https://aws.amazon.com/about-aws/whats-new/2025/02/amazon-connect-time-off-draft-schedules
Amazon Connect now includes agent time-off requests in draft schedules, making it easier for you to view why an agent was not scheduled on a particular day or part of the day. For example, when generating schedules for next month, you can see that an agent who typically works Monday to Friday wasn't scheduled for the first week because they're on leave without needing to check the published schedules or troubleshooting configuration as to why agent was not scheduled. This launch helps schedulers quickly identify coverage gaps and adjust schedules before publishing them to agents.
This feature is available in all AWS Regions where Amazon Connect agent scheduling is available. To learn more about Amazon Connect agent scheduling, click here.
Published: 2026-02-17 18:50:00+00:00
Link: https://aws.amazon.com/about-aws/whats-new/2026/02/amazon-connect-cases-multiline-text-fields/
Amazon Connect now supports larger, multi-line text fields on case templates allowing agents to capture detailed free-form notes and structured data directly within cases. These fields expand vertically to accommodate multiple paragraphs, making it easier to document root cause analysis, transaction details, investigation findings, or customer-facing updates.
Amazon Connect Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town) AWS regions. To learn more and get started, visit the Amazon Connect Cases webpage and documentation.
Published: 2026-02-17 17:00:00+00:00