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Contact
One interaction: a call, chat, task, or email. A transfer usually creates another contact linked by PreviousContactId and NextContactId.
Flow language concepts
Instance
The Connect container in one Region. It holds users, flows, queues, and numbers. A new account starts at two instances per Region.
Service quotas
Contact flow
The visual program a contact runs. The JSON form is the flow language.
Flow language
Flow module
A published, reusable piece of a flow. Invoke module runs it. Return ends it. Default quota is 200 modules.
Flow block definitions
Contact attribute
A string key and value stored on the contact. Lambda, Lex, and Set contact attributes write them. Screen pop reads them.
Contact attributes
Customer queue flow
The interruptible flow that runs while the customer waits, before an agent joins.
Flow types
Whisper flow
Audio played to one party immediately before the customer and agent are joined.
Flow types
Working queue
The queue selected by Set working queue. Transfer to queue uses it.
Transfer to queue
Routing profile
The list of queues an agent can receive, with channel concurrency, priority, and delay.
Routing profiles
Priority
A number on a queue inside a routing profile. A lower number is served first.
Routing profiles
Delay
Seconds a contact must wait before an agent with that profile can receive it.
Routing profiles
Routing criteria
Ordered steps that tighten or relax who can take the contact. The successor idea to precision-queue steps.
Set routing criteria
Proficiency
A level on a predefined attribute for an agent. Default quota is 10 proficiencies per agent.
Service quotas
Queue
Where a contact waits. Standard queues hold customers. Agent queues hold transfers to a specific user, 10 contacts each by default.
Queues
Hours of operation
The weekly schedule and time zone attached to a queue. Check hours of operation reads it. Overrides cover holidays.
Hours of operation
Quick connect
A one-click transfer target: a user, a queue, or an external number.
Quick connects
DID
A direct inward dial number. In the US it is carried by one carrier and priced per day plus per minute.
Voice channel
Toll-free number
A number the caller does not pay long-distance to dial. US toll-free numbers are registered with SOMOS and can use more than one carrier.
Voice channel
UIFN
Universal International Freephone number. One of the four number types Connect sells, with DID, toll-free, and shared cost.
Pricing appendix
Porting
Moving a number from another carrier onto Connect. The quota page points you at the same Support form used for quota increases.
Service quotas
CCP
Contact Control Panel. The browser phone and contact UI the agent uses.
Set up your network
Agent workspace
The fuller desktop around the CCP: profiles, cases, step-by-step views, and third-party apps.
Agent workspace
Streams API
The amazon-connect-streams library. It embeds or replaces the CCP and listens to agent and contact events.
amazon-connect-streams
Softphone media
The WebRTC audio path. It needs outbound UDP 3478 to the Regional TurnNlb domain.
How CCP uses WebRTC
TURN
The relay used when the browser cannot send media directly. The error text names turn:TurnNlb-....elb.region.amazonaws.com:3478.
CCP issues
Lex V2
The bot service Get customer input calls. Connect stores intent and slots on the contact.
Amazon Lex
Intent
What Lex thinks the caller wants. The flow branches on it.
Amazon Lex
Slot
A value Lex fills, such as an order id. The flow copies it into an attribute.
Amazon Lex
Agent assist
The 4 Aug 2026 name for the feature previously called Amazon Q in Connect, which itself included Wisdom.
Connect timeline, 25 Sep 2026
Amazon Q in Connect
The 2023 name for generative assistance. The admin guide renamed it agent assist on 4 Aug 2026. IAM still shows the wisdom prefix.
Connect assistant block
Wisdom
The 2020 preview name for agent search and recommendations. Folded into Amazon Q in Connect on 28 Nov 2023.
AWS News Blog, 1 Dec 2020
Connect assistant block
Associates an AI agents domain with the contact so recommendations can run.
Flow block definitions
Agentic CX
A block that hands the contact to an Agentic CX Designer application and routes on the exit condition.
Flow block definitions
Live Sync
The 4 Aug 2026 name for Voice+. Priced at 0.01 USD per minute on top of the channel. Trial through 30 Nov 2026 is not billed.
Pricing appendix
Conversational analytics
The 4 Aug 2026 name for Contact Lens: transcripts, sentiment, redaction, summaries, and categories.
Contact Lens GA, 23 Jul 2020
Contact Lens
The former name of conversational analytics. The product page says the function remains.
Connect timeline, 25 Sep 2026
Real-time analytics
Rules on a live contact, announced 1 Dec 2020. Default quota is 300 concurrent real-time analytics calls.
AWS News Blog, 1 Dec 2020
Post-contact summary
A generated summary after the contact. Preview 28 Nov 2023, generally available 25 Mar 2024.
Connect timeline, 25 Sep 2026
Evaluation form
A quality scorecard. Preview 29 Nov 2022, generally available 26 Apr 2023. Now part of performance evaluations.
Connect timeline, 25 Sep 2026
CTR
Contact trace record. The JSON document for a finished contact, streamed to Kinesis or Firehose.
re:Post, Kinesis integration
Agent event stream
Near real-time Kinesis stream of login, logout, status, and contact join. This is the WFM adherence feed.
Agent event streams
Flow log
A CloudWatch log of each block. Set logging behavior turns it on. The log group is under the instance.
re:Post, flow errors
Lambda synchronous timeout
At most 8 seconds. The function's own timeout can be longer. The flow still takes the Error or Timeout branch at 8 seconds.
Lambda block
Lambda asynchronous mode
The flow continues without waiting. You can wait up to 60 seconds with a Wait block. A sequence of Lambda calls must finish within 20 seconds.
Lambda block
String map
A flat object of string keys and string values. One of the two Lambda response shapes.
re:Post, flow errors
Customer Profiles
The profile store. Connect-generated profiles are priced differently from profiles that contain imported data.
Pricing appendix
Identity resolution
The rules that merge profile records from CRM, orders, and contacts into one customer.
Customer Profiles
Case
A durable issue that can span many contacts. Cases became generally available on 3 Oct 2022.
Connect timeline, 25 Sep 2026
Task
A unit of work with no live media. Default concurrent quota is 2500. Tasks can be scheduled up to 90 days ahead.
Service quotas
Security profile
What a user may do in the admin site and the CCP. Different from an IAM policy.
Security profiles
IAM policy
What an AWS principal may call. Connect, Profiles, Cases, and agent assist use different IAM prefixes.
Service authorization, connect
Service-linked role
The role AWS creates so Connect can write to S3, CloudWatch, and other services you name.
Service-linked role
KMS key policy
The key's own allow list. Recordings stay unreadable if the key does not trust the Connect role.
Encryption at rest
SAML
The federated sign-in option. The assertion must carry the routing profile, security profile, and role.
Configure SAML
IAM Identity Center
A common identity provider in front of Connect. It still speaks SAML to the instance.
Configure SAML
Global Resiliency
The supported multi-Region design. Pairs are us-east-1 with us-west-2, eu-central-1 with eu-west-2, and ap-northeast-1 with ap-northeast-3.
Set up Global Resiliency
Traffic distribution group
The object that splits telephony and agent sign-in across the two Regions in 10 percent steps.
Set up Global Resiliency
Replica instance
The linked instance created by ReplicateInstance. Flows, users, queues, and profiles are copied. S3 prompts are not.
Create a replica
Connect Customer
The name used from 28 Apr 2026 for the contact center product previously called Amazon Connect.
Connect timeline, 25 Sep 2026
Connect Customer Basic
The form of the product that does not include every Connect Customer feature. Voice on this form is listed at 0.018 USD per minute plus telephony.
Pricing appendix
Voice ID
Caller authentication and a fraudster watchlist. New customers stopped 20 May 2025. Support ended 20 May 2026.
Voice ID end of support
Outbound campaign
Proactive voice, SMS, or email. The name replaced high-volume outbound communications on 20 Jun 2022. Voice minutes are 0.045 USD on Connect Customer.
Pricing appendix
Check call progress
The block that branches on answering-machine detection. Campaign flows only.
Flow block definitions
Persistent chat
A chat that can go quiet without holding a concurrent-chat slot the way an abandoned idle chat does.
Service quotas
WhatsApp
A third-party messaging channel counted inside the concurrent chat quota. Connect Customer prices the message at 0.014 USD before delivery fees.
Service quotas
Email thread
Replies within 90 days stay on the same thread. Later replies start a new one.
Service quotas
Data table
Rows the Data Table block can read or write inside a flow. Defaults: 100 tables, 5 primary attributes, 1000 values.
Service quotas
Show view
Renders a step-by-step view in the agent workspace.
Flow block definitions
External Tool
Invokes a tool through an Amazon Bedrock AgentCore gateway.
Flow block definitions
Start media streaming
Sends live customer audio to Kinesis Video Streams for a third-party recorder or bot.
Flow block definitions
Screen recording
Records the agent desktop. On the Basic price list it is 0.006 USD per minute.
Pricing appendix
Forecasting and agent scheduling
The 4 Aug 2026 name for native WFM: forecast, capacity, schedules, and adherence.
Forecasting and scheduling
Schedule adherence
How closely an agent's actual status matched the published schedule. Native metrics appear after schedules are published. Third-party WFM reads agent events.
Forecasting and scheduling
Shrinkage
The fraction of paid time that is not handling contacts. Erlang staffing divides raw agents by one minus shrinkage.
Forecasting and scheduling
Service level
The share of contacts answered inside a target wait. Queue.Duration on the CTR is the usual clock.
Metrics
Occupancy
Handle time plus ACW, divided by signed-in time that was available for work. Agent events supply the clocks.
Agent event streams
ACW
After contact work. The agent is still busy after the customer leaves. It counts in occupancy and in the concurrent task and email quotas.
Agent event streams
E911
US enhanced 911. For a US agent, Connect can send a validated civic address with a direct 911 call from the CCP.
US emergency calling
933
The test number that reads back the originating number and the address. Use it instead of a real 911 test. A non-emergency 911 call is described as a 100 USD penalty.
US emergency calling
CivicAddress
The contact attribute that carries the E911 address as a JSON string. Keys include country, A1, A3, HNO, RD, STS, and PC.
E911 address format
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