{"deck": "Amazon Connect Lab", "cards": [{"front": "Contact", "back": "One interaction: a call, chat, task, or email. A transfer usually creates another contact linked by PreviousContactId and NextContactId.", "track": "foundations", "source": "Flow language concepts", "sources": [{"title": "Connect Customer Flow language concepts - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language-concepts.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language-concepts.html"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Instance", "back": "The Connect container in one Region. It holds users, flows, queues, and numbers. A new account starts at two instances per Region.", "track": "instance", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Contact flow", "back": "The visual program a contact runs. The JSON form is the flow language.", "track": "flows", "source": "Flow language", "sources": [{"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Flow module", "back": "A published, reusable piece of a flow. Invoke module runs it. Return ends it. Default quota is 200 modules.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Contact attribute", "back": "A string key and value stored on the contact. Lambda, Lex, and Set contact attributes write them. Screen pop reads them.", "track": "flows", "source": "Contact attributes", "sources": [{"title": "Use Connect Customer contact attributes - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/connect-contact-attributes.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Customer queue flow", "back": "The interruptible flow that runs while the customer waits, before an agent joins.", "track": "flows", "source": "Flow types", "sources": [{"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Whisper flow", "back": "Audio played to one party immediately before the customer and agent are joined.", "track": "flows", "source": "Flow types", "sources": [{"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Working queue", "back": "The queue selected by Set working queue. Transfer to queue uses it.", "track": "routing", "source": "Transfer to queue", "sources": [{"title": "Flow block in Connect Customer: Transfer to queue - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-queue.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Create quick connects in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Automatic call distributor - Wikipedia", "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Routing profile", "back": "The list of queues an agent can receive, with channel concurrency, priority, and delay.", "track": "routing", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Create quick connects in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Automatic call distributor - Wikipedia", "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Priority", "back": "A number on a queue inside a routing profile. A lower number is served first.", "track": "routing", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Create quick connects in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Automatic call distributor - Wikipedia", "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Delay", "back": "Seconds a contact must wait before an agent with that profile can receive it.", "track": "routing", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Create quick connects in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Automatic call distributor - Wikipedia", "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Routing criteria", "back": "Ordered steps that tighten or relax who can take the contact. The successor idea to precision-queue steps.", "track": "routing", "source": "Set routing criteria", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Create quick connects in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Automatic call distributor - Wikipedia", "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Proficiency", "back": "A level on a predefined attribute for an agent. Default quota is 10 proficiencies per agent.", "track": "routing", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Create quick connects in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Automatic call distributor - Wikipedia", "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Queue", "back": "Where a contact waits. Standard queues hold customers. Agent queues hold transfers to a specific user, 10 contacts each by default.", "track": "routing", "source": "Queues", "sources": [{"title": "Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Create quick connects in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Automatic call distributor - Wikipedia", "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Hours of operation", "back": "The weekly schedule and time zone attached to a queue. Check hours of operation reads it. Overrides cover holidays.", "track": "routing", "source": "Hours of operation", "sources": [{"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Create quick connects in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Automatic call distributor - Wikipedia", "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quick connect", "back": "A one-click transfer target: a user, a queue, or an external number.", "track": "routing", "source": "Quick connects", "sources": [{"title": "Create quick connects in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Automatic call distributor - Wikipedia", "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "DID", "back": "A direct inward dial number. In the US it is carried by one carrier and priced per day plus per minute.", "track": "telephony", "source": "Voice channel", "sources": [{"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Toll-free number", "back": "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.", "track": "telephony", "source": "Voice channel", "sources": [{"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "UIFN", "back": "Universal International Freephone number. One of the four number types Connect sells, with DID, toll-free, and shared cost.", "track": "telephony", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Porting", "back": "Moving a number from another carrier onto Connect. The quota page points you at the same Support form used for quota increases.", "track": "telephony", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CCP", "back": "Contact Control Panel. The browser phone and contact UI the agent uses.", "track": "workspace", "source": "Set up your network", "sources": [{"title": "Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "GitHub - amazon-connect/amazon-connect-streams: Amazon Connect Streams - a browser-based contact center integration API, typically with CRM systems. · GitHub", "url": "https://github.com/amazon-connect/amazon-connect-streams", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8825: Overview: Real-Time Protocols for Browser-Based Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8825/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8825"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "RFC 6455: The WebSocket Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc6455/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc6455"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Agent workspace", "back": "The fuller desktop around the CCP: profiles, cases, step-by-step views, and third-party apps.", "track": "workspace", "source": "Agent workspace", "sources": [{"title": "Customize the Connect Customer agent workspace - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-workspace.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "GitHub - amazon-connect/amazon-connect-streams: Amazon Connect Streams - a browser-based contact center integration API, typically with CRM systems. · GitHub", "url": "https://github.com/amazon-connect/amazon-connect-streams", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8825: Overview: Real-Time Protocols for Browser-Based Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8825/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8825"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "RFC 6455: The WebSocket Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc6455/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc6455"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Streams API", "back": "The amazon-connect-streams library. It embeds or replaces the CCP and listens to agent and contact events.", "track": "workspace", "source": "amazon-connect-streams", "sources": [{"title": "GitHub - amazon-connect/amazon-connect-streams: Amazon Connect Streams - a browser-based contact center integration API, typically with CRM systems. · GitHub", "url": "https://github.com/amazon-connect/amazon-connect-streams", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8825: Overview: Real-Time Protocols for Browser-Based Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8825/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8825"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "RFC 6455: The WebSocket Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc6455/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc6455"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Softphone media", "back": "The WebRTC audio path. It needs outbound UDP 3478 to the Regional TurnNlb domain.", "track": "workspace", "source": "How CCP uses WebRTC", "sources": [{"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "GitHub - amazon-connect/amazon-connect-streams: Amazon Connect Streams - a browser-based contact center integration API, typically with CRM systems. · GitHub", "url": "https://github.com/amazon-connect/amazon-connect-streams", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8825: Overview: Real-Time Protocols for Browser-Based Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8825/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8825"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "RFC 6455: The WebSocket Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc6455/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc6455"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "TURN", "back": "The relay used when the browser cannot send media directly. The error text names turn:TurnNlb-....elb.region.amazonaws.com:3478.", "track": "workspace", "source": "CCP issues", "sources": [{"title": "Contact Control Panel (CCP) Issues - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/common-ccp-issues.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "GitHub - amazon-connect/amazon-connect-streams: Amazon Connect Streams - a browser-based contact center integration API, typically with CRM systems. · GitHub", "url": "https://github.com/amazon-connect/amazon-connect-streams", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8825: Overview: Real-Time Protocols for Browser-Based Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8825/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8825"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "RFC 6455: The WebSocket Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc6455/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc6455"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Lex V2", "back": "The bot service Get customer input calls. Connect stores intent and slots on the contact.", "track": "lex", "source": "Amazon Lex", "sources": [{"title": "Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Lex V2? - Amazon Lex", "url": "https://docs.aws.amazon.com/lexv2/latest/dg/what-is.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Lex - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Lex", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Intent", "back": "What Lex thinks the caller wants. The flow branches on it.", "track": "lex", "source": "Amazon Lex", "sources": [{"title": "Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Lex V2? - Amazon Lex", "url": "https://docs.aws.amazon.com/lexv2/latest/dg/what-is.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Lex - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Lex", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Slot", "back": "A value Lex fills, such as an order id. The flow copies it into an attribute.", "track": "lex", "source": "Amazon Lex", "sources": [{"title": "Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Lex V2? - Amazon Lex", "url": "https://docs.aws.amazon.com/lexv2/latest/dg/what-is.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Lex - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Lex", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Agent assist", "back": "The 4 Aug 2026 name for the feature previously called Amazon Q in Connect, which itself included Wisdom.", "track": "ai", "source": "Connect timeline, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Q in Connect", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Amazon Q in Connect", "back": "The 2023 name for generative assistance. The admin guide renamed it agent assist on 4 Aug 2026. IAM still shows the wisdom prefix.", "track": "ai", "source": "Connect assistant block", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Q in Connect", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Wisdom", "back": "The 2020 preview name for agent search and recommendations. Folded into Amazon Q in Connect on 28 Nov 2023.", "track": "ai", "source": "AWS News Blog, 1 Dec 2020", "sources": [{"title": "Amazon Connect – Now Smarter and More Integrated With Third-Party Tools | AWS News Blog", "url": "https://aws.amazon.com/blogs/aws/amazon-connect-smarter-and-more-integrated/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Q in Connect", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. 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Preview 29 Nov 2022, generally available 26 Apr 2023. Now part of performance evaluations.", "track": "analytics", "source": "Connect timeline, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer contact events - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-events.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Kinesis Data Streams? - Amazon Kinesis Data Streams", "url": "https://docs.aws.amazon.com/streams/latest/dev/introduction.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/kinesis/latest/dev/introduction.html"}, {"title": "Amazon Kinesis - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Kinesis", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CTR", "back": "Contact trace record. The JSON document for a finished contact, streamed to Kinesis or Firehose.", "track": "analytics", "source": "re:Post, Kinesis integration", "sources": [{"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer contact events - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-events.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Kinesis Data Streams? - Amazon Kinesis Data Streams", "url": "https://docs.aws.amazon.com/streams/latest/dev/introduction.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/kinesis/latest/dev/introduction.html"}, {"title": "Amazon Kinesis - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Kinesis", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Agent event stream", "back": "Near real-time Kinesis stream of login, logout, status, and contact join. 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Set logging behavior turns it on. The log group is under the instance.", "track": "troubleshoot", "source": "re:Post, flow errors", "sources": [{"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Lambda synchronous timeout", "back": "At most 8 seconds. The function's own timeout can be longer. The flow still takes the Error or Timeout branch at 8 seconds.", "track": "lambda", "source": "Lambda block", "sources": [{"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is AWS Lambda? - AWS Lambda", "url": "https://docs.aws.amazon.com/lambda/latest/dg/welcome.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Lambda - Wikipedia", "url": "https://en.wikipedia.org/wiki/AWS_Lambda", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Lambda asynchronous mode", "back": "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.", "track": "lambda", "source": "Lambda block", "sources": [{"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is AWS Lambda? - AWS Lambda", "url": "https://docs.aws.amazon.com/lambda/latest/dg/welcome.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Lambda - Wikipedia", "url": "https://en.wikipedia.org/wiki/AWS_Lambda", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "String map", "back": "A flat object of string keys and string values. One of the two Lambda response shapes.", "track": "lambda", "source": "re:Post, flow errors", "sources": [{"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is AWS Lambda? - AWS Lambda", "url": "https://docs.aws.amazon.com/lambda/latest/dg/welcome.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Lambda - Wikipedia", "url": "https://en.wikipedia.org/wiki/AWS_Lambda", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Customer Profiles", "back": "The profile store. Connect-generated profiles are priced differently from profiles that contain imported data.", "track": "records", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use Connect Customer Customer Profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Customer relationship management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Customer_relationship_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Identity resolution", "back": "The rules that merge profile records from CRM, orders, and contacts into one customer.", "track": "records", "source": "Customer Profiles", "sources": [{"title": "Use Connect Customer Customer Profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Customer relationship management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Customer_relationship_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Case", "back": "A durable issue that can span many contacts. Cases became generally available on 3 Oct 2022.", "track": "records", "source": "Connect timeline, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Use Connect Customer Customer Profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Customer relationship management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Customer_relationship_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Task", "back": "A unit of work with no live media. Default concurrent quota is 2500. Tasks can be scheduled up to 90 days ahead.", "track": "records", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use Connect Customer Customer Profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Customer relationship management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Customer_relationship_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Security profile", "back": "What a user may do in the admin site and the CCP. Different from an IAM policy.", "track": "security", "source": "Security profiles", "sources": [{"title": "List of security profile permissions in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security-profile-list.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "IAM policy", "back": "What an AWS principal may call. Connect, Profiles, Cases, and agent assist use different IAM prefixes.", "track": "security", "source": "Service authorization, connect", "sources": [{"title": "Service authorization, connect", "url": "https://docs.aws.amazon.com/service-authorization/latest/reference/list_amazonconnect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link opened the Service Authorization Reference home, not the Connect action list."}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Service-linked role", "back": "The role AWS creates so Connect can write to S3, CloudWatch, and other services you name.", "track": "security", "source": "Service-linked role", "sources": [{"title": "Use service-linked roles and role permissions for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/connect-slr.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "KMS key policy", "back": "The key's own allow list. Recordings stay unreadable if the key does not trust the Connect role.", "track": "security", "source": "Encryption at rest", "sources": [{"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "SAML", "back": "The federated sign-in option. The assertion must carry the routing profile, security profile, and role.", "track": "security", "source": "Configure SAML", "sources": [{"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "IAM Identity Center", "back": "A common identity provider in front of Connect. It still speaks SAML to the instance.", "track": "security", "source": "Configure SAML", "sources": [{"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Global Resiliency", "back": "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.", "track": "resiliency", "source": "Set up Global Resiliency", "sources": [{"title": "Set up Connect Customer Global Resiliency - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-connect-global-resiliency.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Create a replica of your existing Connect Customer instance - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-replica-connect-instance.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Traffic distribution group", "back": "The object that splits telephony and agent sign-in across the two Regions in 10 percent steps.", "track": "resiliency", "source": "Set up Global Resiliency", "sources": [{"title": "Set up Connect Customer Global Resiliency - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-connect-global-resiliency.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Create a replica of your existing Connect Customer instance - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-replica-connect-instance.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Replica instance", "back": "The linked instance created by ReplicateInstance. Flows, users, queues, and profiles are copied. S3 prompts are not.", "track": "resiliency", "source": "Create a replica", "sources": [{"title": "Create a replica of your existing Connect Customer instance - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-replica-connect-instance.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set up Connect Customer Global Resiliency - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-connect-global-resiliency.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Connect Customer", "back": "The name used from 28 Apr 2026 for the contact center product previously called Amazon Connect.", "track": "foundations", "source": "Connect timeline, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Connect Customer Basic", "back": "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.", "track": "security", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Voice ID", "back": "Caller authentication and a fraudster watchlist. New customers stopped 20 May 2025. Support ended 20 May 2026.", "track": "ai", "source": "Voice ID end of support", "sources": [{"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Q in Connect", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Outbound campaign", "back": "Proactive voice, SMS, or email. The name replaced high-volume outbound communications on 20 Jun 2022. 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Campaign flows only.", "track": "channels", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Persistent chat", "back": "A chat that can go quiet without holding a concurrent-chat slot the way an abandoned idle chat does.", "track": "channels", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "WhatsApp", "back": "A third-party messaging channel counted inside the concurrent chat quota. 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For a US agent, Connect can send a validated civic address with a direct 911 call from the CCP.", "track": "ecosystem", "source": "US emergency calling", "sources": [{"title": "Set up US emergency calling in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-us-emergency-calling.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Forecasting & agent scheduling in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/forecasting-capacity-planning-scheduling.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block in Connect Customer: Set recording and analytics behavior - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-recording-behavior.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use Connect Customer Customer Profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Workforce management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Workforce_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Enhanced 911 - Wikipedia", "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Customer relationship management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Customer_relationship_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "933", "back": "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.", "track": "ecosystem", "source": "US emergency calling", "sources": [{"title": "Set up US emergency calling in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-us-emergency-calling.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Forecasting & agent scheduling in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/forecasting-capacity-planning-scheduling.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block in Connect Customer: Set recording and analytics behavior - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-recording-behavior.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use Connect Customer Customer Profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Workforce management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Workforce_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Enhanced 911 - Wikipedia", "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Customer relationship management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Customer_relationship_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CivicAddress", "back": "The contact attribute that carries the E911 address as a JSON string. 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The appendix lists 0.032 USD per minute and 100 USD per connector per day.", "track": "telephony", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CloudWatch", "back": "Metrics and flow logs. 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It buffers. Silence for five minutes is the point to check the error prefix.", "track": "foundations", "source": "re:Post, Kinesis integration", "sources": [{"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Kinesis Video Streams", "back": "Live audio for third-party recorders. 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A port without a rollback date is not a plan.", "track": "bridge", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Get metrics block", "back": "Reads real-time queue and agent metrics into attributes so a flow can branch on them.", "track": "routing", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Create quick connects in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Automatic call distributor - Wikipedia", "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Interrupt agent", "back": "Offers a contact to a named agent even if that agent is at maximum concurrency or in a custom status.", "track": "routing", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Create quick connects in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Automatic call distributor - Wikipedia", "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Touchtone buffer", "back": "Lets the caller type ahead. Set Touchtone Buffer Behavior controls it.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Distribute by percentage", "back": "Sends a share of contacts down each branch. Use it for a measured pilot, not for skills.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Analytics data lake", "back": "Zero-ETL contact data that Athena or QuickSight can query. Previewed 28 Nov 2023.", "track": "analytics", "source": "Connect timeline, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer contact events - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-events.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Kinesis Data Streams? - Amazon Kinesis Data Streams", "url": "https://docs.aws.amazon.com/streams/latest/dev/introduction.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/kinesis/latest/dev/introduction.html"}, {"title": "Amazon Kinesis - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Kinesis", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "GetMetricDataV2", "back": "The metrics API you want for new dashboards. It is the current metrics call, as opposed to the older GetMetricData.", "track": "analytics", "source": "GetMetricDataV2", "sources": [{"title": "GetMetricDataV2 - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer contact events - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-events.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Kinesis Data Streams? - Amazon Kinesis Data Streams", "url": "https://docs.aws.amazon.com/streams/latest/dev/introduction.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/kinesis/latest/dev/introduction.html"}, {"title": "Amazon Kinesis - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Kinesis", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Historical metrics", "back": "Interval reports: 15 minutes, 30 minutes, daily, or total. They are not the real-time board.", "track": "analytics", "source": "Metrics", "sources": [{"title": "Metrics", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/metrics.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer contact events - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-events.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Kinesis Data Streams? - Amazon Kinesis Data Streams", "url": "https://docs.aws.amazon.com/streams/latest/dev/introduction.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/kinesis/latest/dev/introduction.html"}, {"title": "Amazon Kinesis - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Kinesis", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Real-time metrics", "back": "The live agent, queue, and routing-profile board. It is eventually consistent. Do not use it as a per-call audit.", "track": "analytics", "source": "Real-time metrics", "sources": [{"title": "Real-time metrics", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/real-time-metrics.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer contact events - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-events.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Kinesis Data Streams? - Amazon Kinesis Data Streams", "url": "https://docs.aws.amazon.com/streams/latest/dev/introduction.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/kinesis/latest/dev/introduction.html"}, {"title": "Amazon Kinesis - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Kinesis", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CloudFormation AWS::Connect::ContactFlow", "back": "A stack resource whose content is flow-language JSON. Use it to move a flow between instances.", "track": "lambda", "source": "Flow language", "sources": [{"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is AWS Lambda? - AWS Lambda", "url": "https://docs.aws.amazon.com/lambda/latest/dg/welcome.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Lambda - Wikipedia", "url": "https://en.wikipedia.org/wiki/AWS_Lambda", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Terraform aws_connect_bot_association", "back": "Attaches a Lex V2 alias to the instance. The flow still has to select that alias.", "track": "lex", "source": "Terraform bot association", "sources": [{"title": "Terraform Registry: connect_bot_association", "url": "https://registry.terraform.io/providers/hashicorp/aws/latest/docs/resources/connect_bot_association", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Lex V2? - Amazon Lex", "url": "https://docs.aws.amazon.com/lexv2/latest/dg/what-is.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Lex - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Lex", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Resource policy", "back": "A policy on the resource, such as Lambda, that allows connect.amazonaws.com to invoke it. An identity policy on a user is not enough.", "track": "lambda", "source": "re:Post, Lambda failures", "sources": [{"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is AWS Lambda? - AWS Lambda", "url": "https://docs.aws.amazon.com/lambda/latest/dg/welcome.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Lambda - Wikipedia", "url": "https://en.wikipedia.org/wiki/AWS_Lambda", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "32 KB response", "back": "The practical ceiling called out for a Lambda payload Connect will consume. Larger or nested payloads take the error branch when the block expects a string map.", "track": "lambda", "source": "re:Post, flow errors", "sources": [{"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is AWS Lambda? - AWS Lambda", "url": "https://docs.aws.amazon.com/lambda/latest/dg/welcome.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Lambda - Wikipedia", "url": "https://en.wikipedia.org/wiki/AWS_Lambda", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Claimed number", "back": "A number Connect hosts. The default quota is 10 per instance, and the first claim can still fail until Support clears it.", "track": "telephony", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Shared cost number", "back": "A number type where the caller pays a local share. Sold per day, like DID, toll-free, and UIFN.", "track": "telephony", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "In-app calling", "back": "Voice from a web or mobile widget. Audio is an extra 0.010 USD per minute on top of the voice service charge.", "track": "channels", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Video connection", "back": "0.015 USD per minute per participant in the appendix, plus the voice charge. Video calling does not support VDI.", "track": "channels", "source": "Video networking", "sources": [{"title": "Agent workstation requirements for app, web, and video calling in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/videocalling-networking-requirements.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Apple Messages for Business", "back": "Counted in the concurrent chat quota with SMS and WhatsApp.", "track": "channels", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Campaign concurrent calls", "back": "Default quota is 0. Until you raise it, campaign calls hear a fast busy.", "track": "channels", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "User hierarchy", "back": "Up to five levels of groups for reporting lines. The quota is 500 groups across all levels.", "track": "workspace", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "GitHub - amazon-connect/amazon-connect-streams: Amazon Connect Streams - a browser-based contact center integration API, typically with CRM systems. · GitHub", "url": "https://github.com/amazon-connect/amazon-connect-streams", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8825: Overview: Real-Time Protocols for Browser-Based Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8825/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8825"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "RFC 6455: The WebSocket Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc6455/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc6455"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Agent status", "back": "Available, offline, or a custom status. The quota is 50 statuses and it is not adjustable.", "track": "workspace", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "GitHub - amazon-connect/amazon-connect-streams: Amazon Connect Streams - a browser-based contact center integration API, typically with CRM systems. · GitHub", "url": "https://github.com/amazon-connect/amazon-connect-streams", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8825: Overview: Real-Time Protocols for Browser-Based Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8825/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8825"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "RFC 6455: The WebSocket Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc6455/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc6455"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "After contact work timeout", "back": "How long ACW may last. Per-channel auto-accept and ACW timeouts were called out in the February 2026 document history.", "track": "workspace", "source": "Connect timeline, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "GitHub - amazon-connect/amazon-connect-streams: Amazon Connect Streams - a browser-based contact center integration API, typically with CRM systems. · GitHub", "url": "https://github.com/amazon-connect/amazon-connect-streams", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8825: Overview: Real-Time Protocols for Browser-Based Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8825/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8825"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "RFC 6455: The WebSocket Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc6455/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc6455"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Step-by-step guide", "back": "A view that tells the agent the next click. Previewed in the workspace on 29 Nov 2022.", "track": "workspace", "source": "Connect timeline, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "GitHub - amazon-connect/amazon-connect-streams: Amazon Connect Streams - a browser-based contact center integration API, typically with CRM systems. · GitHub", "url": "https://github.com/amazon-connect/amazon-connect-streams", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8825: Overview: Real-Time Protocols for Browser-Based Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8825/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8825"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "RFC 6455: The WebSocket Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc6455/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc6455"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Knowledge base", "back": "The content agent assist searches. Default quota is 10 knowledge bases and 5000 content items each.", "track": "ai", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Q in Connect", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Guardrail", "back": "The control that keeps a generated answer inside the knowledge you provided. If you cannot show the source article, do not treat the answer as a fact.", "track": "ai", "source": "Agent assist", "sources": [{"title": "Agent assist", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Fallback intent", "back": "The Lex intent used when nothing else matches. Point it at a person, not at a loop.", "track": "lex", "source": "Amazon Lex", "sources": [{"title": "Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Lex V2? - Amazon Lex", "url": "https://docs.aws.amazon.com/lexv2/latest/dg/what-is.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Lex - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Lex", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "DTMF", "back": "Keypad tones. Get customer input and Store customer input read them. Lex can also consume them.", "track": "lex", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Lex V2? - Amazon Lex", "url": "https://docs.aws.amazon.com/lexv2/latest/dg/what-is.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Lex - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Lex", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "SSML", "back": "Markup for text-to-speech. Set voice chooses the language and voice the prompt uses.", "track": "flows", "source": "Set voice", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Prompt", "back": "A stored audio file or a TTS string. Default quota is 500 prompts.", "track": "flows", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Disconnect flow", "back": "Runs after the contact ends. Use it for surveys. Do not use it to keep the caller on the line.", "track": "flows", "source": "Set disconnect flow", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Hold flow", "back": "What the customer hears on hold. 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Announced in preview 10 Mar 2026.", "track": "ai", "source": "Connect timeline, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Q in Connect", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. 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This campus teaches Customer.", "track": "foundations", "source": "Connect timeline, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Health, Decisions, Talent", "back": "The other three solutions in the family. They are not settings inside a contact center instance.", "track": "foundations", "source": "Connect timeline, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Estimate", "back": "A price you computed from the public rate card on a named date. It is not an invoice. Taxes, surcharges, and country telephony rates still apply.", "track": "security", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Connect assistant", "back": "Associates an AI agents domain so the contact can receive real-time recommendations. Group: Agent assist.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Agentic CX", "back": "Connects the contact to an Agentic CX Designer application and routes on the exit condition it returns. Group: Self-service.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Authenticate Customer", "back": "Authenticates with Amazon Cognito and Customer Profiles. Group: Identity.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Call phone number", "back": "Places an outbound call from an outbound whisper flow. Group: Voice.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Cases", "back": "Gets, updates, or creates a case. Group: Work.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Change routing priority / age", "back": "Changes queue priority or age so a contact moves relative to others. Group: Routing.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Check call progress", "back": "Branches on answering-machine detection. Outbound campaigns only. Group: Voice.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Check contact attributes", "back": "Branches on attribute values. Group: Data.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Check hours of operation", "back": "Branches on whether the contact is inside the queue hours. Group: Routing.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Check queue status", "back": "Branches on queue conditions such as size or wait. Group: Routing.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Check Voice ID", "back": "Branches on enrollment, authentication, or watchlist status. Voice ID ended support on 20 May 2026. Group: Identity.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Check staffing", "back": "Branches on whether agents are available, staffed, or online. Group: Routing.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Contact tags", "back": "Applies user-defined tags to the contact. Group: Data.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Create persistent contact association", "back": "Keeps a conversation continuous across contacts. Group: Channels.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Create task", "back": "Creates a task and starts a flow for it. Group: Work.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Customer profiles", "back": "Retrieves, creates, or updates a profile. Group: Data.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Data Table", "back": "Evaluates, lists, or writes rows in a Connect data table. Group: Data.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Disconnect / hang up", "back": "Disconnects the contact. Group: Control.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Distribute by percentage", "back": "Splits traffic by percentage. Group: Control.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: End flow / Resume", "back": "Ends the flow without disconnecting the contact. Group: Control.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: External Tool", "back": "Invokes a tool exposed through an Amazon Bedrock AgentCore gateway. Group: AI.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Get customer input", "back": "Branches on intent from Lex or on DTMF. Group: Input.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Get metrics", "back": "Reads real-time queue and agent metrics into attributes. Group: Routing.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Get stored content", "back": "Reads S3 content into attributes. Group: Data.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Hold customer or agent", "back": "Places a party on or off hold. Group: Voice.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: AWS Lambda function", "back": "Invokes Lambda. Sync timeout max 8 seconds. Async timeout max 60 seconds. Group: Integration.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Invoke module", "back": "Runs a published flow module. Group: Control.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Interrupt agent", "back": "Offers a contact to a specific agent even at max concurrency or in a custom status. Group: Routing.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Loop", "back": "Repeats a branch for a count or for each array element. Group: Control.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Loop prompts", "back": "Loops prompts while a party is in queue or on hold. Group: Voice.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Play prompt", "back": "Plays audio, text-to-speech, or a chat message. Interruptible. Group: Voice.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Resume contact", "back": "Resumes a paused contact. Group: Control.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Return (from module)", "back": "Returns from a module after success. Group: Control.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Send message", "back": "Sends a templated or custom message. Group: Channels.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Set callback number", "back": "Stores the number to call back. Group: Voice.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Set contact attributes", "back": "Writes key-value contact attributes. Group: Data.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Set customer queue flow", "back": "Chooses the flow that runs while the customer waits in queue. Group: Voice.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Set disconnect flow", "back": "Chooses the flow that runs after disconnect. Group: Control.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Set event flow", "back": "Chooses the flow for a contact event. Group: Control.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Set hold flow", "back": "Links the hold experience. Group: Voice.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Set logging behavior", "back": "Turns flow logs on or off for the contact. Group: Operate.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Set recording and analytics behavior", "back": "Sets recording options. Group: Analytics.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Set recording, analytics and processing behavior", "back": "Sets recording, screen recording, analytics, and custom processing. Group: Analytics.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Set routing criteria", "back": "Sets ordered routing steps for any channel. Group: Routing.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Set Touchtone Buffer Behavior", "back": "Lets the caller type ahead during the IVR. Group: Input.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Set Voice ID", "back": "Streams audio to Voice ID. Support ended 20 May 2026. Group: Identity.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Set voice", "back": "Sets the TTS language and voice. Group: Voice.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Set whisper flow", "back": "Overrides the whisper played before the parties join. Group: Voice.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Set working queue", "back": "Selects the queue used by Transfer to queue. Group: Routing.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Show view", "back": "Shows a step-by-step view in a front end. Group: Workspace.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Start media streaming", "back": "Starts capturing customer audio. Group: Analytics.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Stop media streaming", "back": "Stops customer audio capture. Group: Analytics.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Store customer input", "back": "Stores digits on a contact attribute. Group: Input.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Transfer to agent (beta)", "back": "Transfers the customer to an agent. Group: Routing.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Transfer to flow", "back": "Hands the customer to another flow. Group: Control.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Transfer to phone number", "back": "Transfers to a number outside the instance. Group: Voice.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Transfer to queue", "back": "Queues the contact. Inside a customer queue flow, it moves the contact to another queue. Group: Routing.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Block: Wait", "back": "Pauses the flow. Group: Control.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Instances per Region", "back": "Default 2. Adjustable: Yes. Scope: Account.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Concurrent active calls per instance", "back": "Default 10, including PSTN and WebRTC. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Concurrent active chats per instance", "back": "Default 500, including SMS, WhatsApp, and Apple Messages, and idle chats. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Concurrent active emails per instance", "back": "Default 1000. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Concurrent active tasks per instance", "back": "Default 2500. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Flows per instance", "back": "Default 100. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Modules per instance", "back": "Default 200. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Phone numbers per instance", "back": "Default 10. The first claim can still fail with a limit error that Support must clear.. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Queues per instance", "back": "Default 100. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Queues per routing profile", "back": "Default 50 queue-channel combinations, counted separately for manual assignment queues. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Routing profiles per instance", "back": "Default 500. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Users per instance", "back": "Default 500, and all 500 may be signed in together. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Security profiles per instance", "back": "Default 100. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Hours of operation per instance", "back": "Default 100. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Overrides per hours of operation", "back": "Default 50. Adjustable: No. Scope: Not adjustable.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Quick connects per instance", "back": "Default 100. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Prompts per instance", "back": "Default 500. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: AWS Lambda functions per instance", "back": "Default 50. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Amazon Lex bots per instance", "back": "Default 70. Adjustable: No. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Amazon Lex V2 bot aliases per instance", "back": "Default 100. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Agent status per instance", "back": "Default 50. Adjustable: No. Scope: Not adjustable.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Reports per instance", "back": "Default 2000, including personal saved reports. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: User hierarchy groups per instance", "back": "Default 500 across all levels. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Predefined attributes per instance", "back": "Default 150. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Proficiencies per agent", "back": "Default 10. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Data tables per instance", "back": "Default 100. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Primary attributes per data table", "back": "Default 5. Adjustable: No. Scope: Not adjustable.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Attributes per data table", "back": "Default 100. Adjustable: No. Scope: Not adjustable.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Values per data table", "back": "Default 1000. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Email addresses per instance", "back": "Default 100, raisable to 500. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Active email contact expiry", "back": "Default 14 days default, at most 90 days. Adjustable: No. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Task templates per instance", "back": "Default 50. Adjustable: No. Scope: Not adjustable.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Maximum contacts in one agent queue", "back": "Default 10. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Active campaigns per instance", "back": "Default 50. Adjustable: Yes. Scope: Account.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Concurrent campaign active calls", "back": "Default 0 until you request a raise. Excess calls hear a fast busy.. Adjustable: Yes. Scope: Resource.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Concurrent real-time analytics calls", "back": "Default 300. Adjustable: Yes. Scope: Account.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: AI assistants", "back": "Default 5. Adjustable: No. Scope: Account.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Knowledge bases", "back": "Default 10. Adjustable: Yes. Scope: Account.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Cases domains per account", "back": "Default 5. Adjustable: Yes. Scope: Account.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Quota: Customer Profiles domains per Region", "back": "Default 100. Adjustable: Yes. Scope: Account.", "track": "security", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Timeline 2017-03-28: Amazon Connect launches", "back": "Cloud contact center, announced as the same technology Amazon customer service used.", "track": "foundations", "source": "Timeline compiled from What's New, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Timeline 2018-03-30: Outbound contact API generally available", "back": "Automated outbound calls leave limited preview.", "track": "foundations", "source": "Timeline compiled from What's New, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Timeline 2019-11-21: Web and mobile chat", "back": "Same routing and reporting tools cover voice and chat.", "track": "foundations", "source": "Timeline compiled from What's New, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Timeline 2019-12-03: Contact Lens preview", "back": "ML analytics for sentiment, trends, and compliance. Later renamed conversational analytics.", "track": "foundations", "source": "Timeline compiled from What's New, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Timeline 2020-07-23: Contact Lens generally available", "back": "Transcripts, sentiment, and sensitive-data redaction.", "track": "foundations", "source": "AWS What's New, 23 Jul 2020", "sources": [{"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Timeline 2020-12-01: Real-time Contact Lens, Customer Profiles, Tasks", "back": "Live analytics, unified profiles, and a task channel. Wisdom and Voice ID enter preview the same day.", "track": "foundations", "source": "AWS News Blog, 1 Dec 2020", "sources": [{"title": "Amazon Connect – Now Smarter and More Integrated With Third-Party Tools | AWS News Blog", "url": "https://aws.amazon.com/blogs/aws/amazon-connect-smarter-and-more-integrated/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Timeline 2021-09-27: Voice ID and Wisdom generally available", "back": "High-volume outbound communications enters public preview the same day.", "track": "foundations", "source": "Timeline citing the AWS News Blog, 27 Sep 2021", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Timeline 2022-06-20: Outbound campaigns", "back": "High-volume outbound communications becomes generally available under the new name. Cases enters preview.", "track": "foundations", "source": "Timeline compiled from What's New, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Timeline 2022-10-03: Cases generally available", "back": "Case management leaves preview.", "track": "foundations", "source": "Timeline compiled from What's New, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Timeline 2022-10-19: Global Resiliency", "back": "Date is from the Administrator Guide document history. Later announcements call it Amazon Connect Global Resiliency.", "track": "foundations", "source": "Set up Global Resiliency", "sources": [{"title": "Set up Connect Customer Global Resiliency - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-connect-global-resiliency.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Timeline 2022-11-29: Chat analytics, evaluations preview, scheduling GA, step-by-step guides preview", "back": "Contact Lens expands to chat. Forecasting and scheduling leave preview.", "track": "foundations", "source": "Timeline compiled from What's New, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Timeline 2023-11-28: Amazon Q in Connect", "back": "Generative AI assistant includes functionality formerly in Wisdom. Post-contact summaries and the analytics data lake enter preview.", "track": "foundations", "source": "Timeline compiled from What's New, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Timeline 2024-11-22: Email channel generally available", "back": "Email can be queued, prioritized, and used with outbound campaigns.", "track": "foundations", "source": "Timeline compiled from What's New, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Timeline 2024-12-01: Self-service with Amazon Q in Connect", "back": "The assistant handles IVR and digital self-service, not only agent assist.", "track": "foundations", "source": "Timeline compiled from What's New, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Timeline 2025-03-18: Next generation of Amazon Connect", "back": "AI across self-service, assist, analytics, evaluation, and follow-up. Docs later contrast Connect Customer with Connect Customer Basic.", "track": "foundations", "source": "Timeline compiled from What's New, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Timeline 2025-05-20: Voice ID stops taking new customers", "back": "Existing customers could continue until 20 May 2026.", "track": "foundations", "source": "Voice ID end of support", "sources": [{"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Timeline 2025-11-30: Agentic self-service", "back": "AI agents reason and act on voice and messaging. Voice uses Amazon Nova Sonic.", "track": "foundations", "source": "Timeline compiled from What's New, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Timeline 2026-04-28: Amazon Connect becomes a family", "back": "Customer, Health, Decisions, and Talent. The contact center product is called Amazon Connect Customer in the AWS News Blog.", "track": "foundations", "source": "Timeline citing AWS News Blog, 28 Apr 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Timeline 2026-05-20: Voice ID end of support", "back": "After this date the feature is gone from the console, admin website, CCP, and Voice ID resources.", "track": "foundations", "source": "Voice ID end of support", "sources": [{"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Timeline 2026-08-04: Feature names in the admin guide", "back": "Contact Lens becomes conversational analytics. Amazon Q in Connect becomes agent assist. Forecasting, capacity planning, and scheduling becomes forecasting and agent scheduling. Voice+ becomes Live Sync.", "track": "foundations", "source": "Timeline citing document history, 4 Aug 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Timeline 2026-08-31: Cross-region routing", "back": "Global Resiliency can route contacts to agents across two linked Regions.", "track": "foundations", "source": "Set up Global Resiliency", "sources": [{"title": "Set up Connect Customer Global Resiliency - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-connect-global-resiliency.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Timeline 2026-09-02: Agentic CX designer generally available", "back": "Live Sync is generally available the same day, with a pricing trial through 30 Nov 2026.", "track": "foundations", "source": "Pricing appendix, Live Sync note", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CUCM: Calling search space and partition", "back": "Maps to Routing profile plus queue hours and the claim or port of the public number. Pitfall: A CSS decides which patterns a phone can dial. A routing profile decides which queues an agent can receive. They are not the same object.", "track": "bridge", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CUCM: Route pattern and SIP trunk", "back": "Maps to Claimed number, contact flow, and Transfer to phone number. Pitfall: The public number lands on a flow. A transfer to CUCM is an external number transfer, not a CUCM route pattern inside Connect.", "track": "bridge", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CUCM: Directory number and line", "back": "Maps to User plus agent hierarchy, not a directory number. Pitfall: Connect users do not have CUCM lines. Softphone media is WebRTC.", "track": "bridge", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CUCM: Hunt pilot and line group", "back": "Maps to Queue, routing profile priority and delay. Pitfall: Hunt logic becomes queue priority, delay, and routing criteria.", "track": "bridge", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "UCCX: Script", "back": "Maps to Contact flow and flow modules. Pitfall: Scripts become flows. Modules are the reusable subroutines.", "track": "bridge", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "UCCX: Skill and CSQ", "back": "Maps to Queue, and optionally proficiency routing. Pitfall: A CSQ maps most closely to a queue. Skills map to predefined attributes and proficiencies, not to a second queue product.", "track": "bridge", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "UCCX: Finesse", "back": "Maps to CCP or the agent workspace, customized with the Streams API. Pitfall: Finesse gadgets become workspace applications or a custom CCP.", "track": "bridge", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "UCCX: CUIC", "back": "Maps to Real-time and historical metrics, contact search, and CTR export. Pitfall: Interval reports move to historical metrics and the analytics data lake. Live boards move to real-time metrics.", "track": "bridge", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "UCCE: ICM script and call type", "back": "Maps to Contact flow and the number-to-flow association. Pitfall: Call type selection happens when the number hits a flow.", "track": "bridge", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "UCCE: Skill group and precision queue", "back": "Maps to Queue plus routing criteria and proficiencies. Pitfall: Precision steps become routing criteria steps with expirations.", "track": "bridge", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "UCCE: Agent desk settings and PG", "back": "Maps to Routing profile concurrency, status, and the service-owned telephony. Pitfall: There is no PG to size. Concurrent call quota is the capacity gate.", "track": "bridge", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Webex CC: Flow builder", "back": "Maps to Connect flow designer and the flow language JSON. Pitfall: Both are visual. Connect also exports a JSON flow language for migration between instances.", "track": "bridge", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Webex CC: Agent desktop", "back": "Maps to Agent workspace and Streams API. Pitfall: Desktop layout and screen pop move to the workspace or a custom CCP.", "track": "bridge", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Webex CC: Entry point and queue", "back": "Maps to Phone number associated to a flow, then a queue. Pitfall: The entry point is the number-to-flow link, not the queue.", "track": "bridge", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Genesys: Architect flow", "back": "Maps to Contact flow. Pitfall: In-queue treatment becomes the customer queue flow.", "track": "bridge", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Genesys: ACD queue and skills", "back": "Maps to Queue, routing profile, proficiencies. Pitfall: Bullseye or skill expression becomes routing criteria.", "track": "bridge", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Genesys: Edge or SIP trunk", "back": "Maps to Connect telephony, or an external voice connector. Pitfall: You do not deploy a Genesys Edge VM for native Connect calls.", "track": "bridge", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Avaya: Vector and VDN", "back": "Maps to Flow and the number or queue that enters it. Pitfall: VDN announcements and route-to steps become play prompt, checks, and transfers.", "track": "bridge", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Avaya: Hunt group and skills", "back": "Maps to Queue and routing profile. Pitfall: EAS skills become proficiencies or separate queues. Pick one model and document it.", "track": "bridge", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Avaya: CMS or IQ", "back": "Maps to Real-time metrics, historical metrics, CTR. Pitfall: Report studios move to saved reports and the data lake.", "track": "bridge", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Any of these: Screen pop from CTI", "back": "Maps to Contact attributes, Customer Profiles, and a workspace application. Pitfall: The identifier you used to pop a record must be written as an attribute before the transfer to queue.", "track": "bridge", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Any of these: Recording trunk", "back": "Maps to Set recording and analytics behavior, stored in S3. Pitfall: There is no recording SIP trunk to build for native calls.", "track": "bridge", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Failed to establish softphone connection", "back": "The browser cannot open media to TurnNlb on UDP 3478. Fix: Allow outbound UDP 3478 to TurnNlb-*.elb.region.amazonaws.com and retest with the Endpoint Connectivity tool.", "track": "troubleshoot", "source": "Troubleshooting source", "sources": [{"title": "Contact Control Panel (CCP) Issues - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/common-ccp-issues.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "ice_collection_timeout", "back": "ICE candidate collection timed out, so the CCP never built a media channel. Fix: Check DNS, UDP 3478, and whether a VPN or proxy is hairpinning media.", "track": "troubleshoot", "source": "Troubleshooting source", "sources": [{"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "One-way audio", "back": "Signaling works and RTP or WebRTC media does not, often because of NAT or a stateless firewall. Fix: Allow the browser ephemeral range on a stateless firewall. Avoid VPN for media.", "track": "troubleshoot", "source": "Troubleshooting source", "sources": [{"title": "Troubleshoot your network for call quality and disconnect problems - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/network-ts.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Lambda AccessDenied in the flow log", "back": "The function is not associated with the instance, or the resource policy does not allow connect.amazonaws.com. Fix: Add the function to the instance and grant lambda:InvokeFunction to connect.amazonaws.com.", "track": "troubleshoot", "source": "Troubleshooting source", "sources": [{"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Lambda runs 10 seconds and the flow takes Error", "back": "Synchronous invoke waits at most 8 seconds even if the function timeout is 15. Fix: Return faster, or use asynchronous mode and a Wait block. A sequence of Lambda calls must stay within 20 seconds.", "track": "troubleshoot", "source": "Troubleshooting source", "sources": [{"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Response is not a string map", "back": "The function returned nested JSON while the block expects a flat string map, or the payload exceeds 32 KB. Fix: Match the block response validation. Keep values to the characters Connect accepts.", "track": "troubleshoot", "source": "Troubleshooting source", "sources": [{"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "You've reached the limit of Phone Numbers", "back": "Can appear on the first claim. The default quota is 10, but new accounts still need Support for some telephony limits. Fix: Open a Support case. Do not keep retrying the claim.", "track": "troubleshoot", "source": "Troubleshooting source", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Fast busy on a campaign call", "back": "Concurrent campaign active calls default to 0. Fix: Request a quota increase before the campaign start.", "track": "troubleshoot", "source": "Troubleshooting source", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Chat API quota exceeded while agents look idle", "back": "Idle chats still count against the 500 concurrent chat quota. Fix: Use persistent chat where it fits, and alarm on concurrent chats.", "track": "troubleshoot", "source": "Troubleshooting source", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Recording missing from S3", "back": "Bucket policy, KMS key policy, or the flow never enabled recording. Fix: Check the Set recording block, the storage config, and the key policy for the Connect service.", "track": "troubleshoot", "source": "Troubleshooting source", "sources": [{"title": "Flow block in Connect Customer: Set recording and analytics behavior - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-recording-behavior.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CTR not in the bucket after one minute", "back": "Firehose buffers. Five quiet minutes is the documented point to start worrying. Fix: Check the delivery stream errors and the S3 prefix.", "track": "troubleshoot", "source": "Troubleshooting source", "sources": [{"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "SAML user has no routing profile", "back": "The assertion did not map a routing profile, security profile, or role the instance accepts. Fix: Map the attributes your identity provider sends. Test with one user before a cutover.", "track": "troubleshoot", "source": "Troubleshooting source", "sources": [{"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Flow error with no customer-facing branch", "back": "An error output is disconnected, so Connect terminates the contact. Fix: Connect every error, timeout, and default branch. Turn on flow logs first.", "track": "troubleshoot", "source": "Troubleshooting source", "sources": [{"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Transfer to queue does nothing useful", "back": "Set working queue was skipped, or it sits after the transfer. Fix: Set the queue, then transfer. In a customer queue flow, Transfer to queue moves an already queued contact.", "track": "troubleshoot", "source": "Troubleshooting source", "sources": [{"title": "Flow block in Connect Customer: Transfer to queue - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-queue.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Agents in the wrong queue receive the contact", "back": "The routing profile priority and delay, not the queue name alone, decide eligibility. Fix: Lower number is higher priority. Delay holds the contact away from a profile until the timer expires.", "track": "troubleshoot", "source": "Troubleshooting source", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Global Resiliency replica missing numbers", "back": "Numbers must be in a traffic distribution group. In Tokyo, only numbers enabled for Global Resiliency fully replicate to Osaka, and Osaka delivery can take up to 20 seconds. Fix: Associate numbers before the failover test. Treat Osaka as a replica Region.", "track": "troubleshoot", "source": "Troubleshooting source", "sources": [{"title": "Create a replica of your existing Connect Customer instance - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-replica-connect-instance.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Custom CCP loads and audio never starts", "back": "Streams can run media-less. Media still needs the softphone allow list. Fix: Init the CCP with softphone options and test UDP 3478.", "track": "troubleshoot", "source": "Troubleshooting source", "sources": [{"title": "Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Error rate above 2 percent after a domain allow list", "back": "Option 1 can fail when a proxy cannot resolve the WebSocket or TURN domains. Fix: Test more than 200 calls. If the error rate stays above 2 percent, review proxy resolution or use the IP-range option.", "track": "troubleshoot", "source": "Troubleshooting source", "sources": [{"title": "Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Email thread split into a new contact", "back": "Replies after 90 days start a new thread. Active email contacts expire at 14 days unless you set connect:ContactExpiry, and never beyond 90. Fix: Set the expiry attribute deliberately.", "track": "troubleshoot", "source": "Troubleshooting source", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Voice ID block still in a flow after May 2026", "back": "Support ended 20 May 2026. New customers stopped 20 May 2025. Fix: Remove Set Voice ID and Check Voice ID. Use a partner or a one-time password via End User Messaging SMS.", "track": "troubleshoot", "source": "Troubleshooting source", "sources": [{"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "AWS Certified Cloud Practitioner", "back": "Foundational exam for cloud concepts, billing, security, and core services. 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Useful context for agent assist. It is not a Connect exam.", "track": "foundations", "source": "Certification or learning-badge source", "sources": [{"title": "AWS Certification - Validate AWS Cloud Skills - Get AWS Certified", "url": "https://aws.amazon.com/certification/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "AWS Certified Solutions Architect - Associate", "back": "Associate exam across the breadth of AWS services. Best general exam for the IAM, network, S3, Lambda, and Kinesis design Connect sits on.", "track": "foundations", "source": "Certification or learning-badge source", "sources": [{"title": "AWS Certification - Validate AWS Cloud Skills - Get AWS Certified", "url": "https://aws.amazon.com/certification/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "AWS Certified Developer - Associate", "back": "Associate exam for building and debugging applications. Fits Lambda, APIs, and the Streams integration.", "track": "foundations", "source": "Certification or learning-badge source", "sources": [{"title": "AWS Certification - Validate AWS Cloud Skills - Get AWS Certified", "url": "https://aws.amazon.com/certification/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "AWS Certified CloudOps Engineer - Associate", "back": "Associate exam for deploying, managing, and operating workloads. 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Fits CTR pipelines and the analytics data lake, not day-to-day flow design.", "track": "foundations", "source": "Certification or learning-badge source", "sources": [{"title": "AWS Certification - Validate AWS Cloud Skills - Get AWS Certified", "url": "https://aws.amazon.com/certification/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "AWS Certified Machine Learning Engineer - Associate", "back": "Associate exam for technical ML roles. Adjacent to conversational analytics, not required to run a flow.", "track": "foundations", "source": "Certification or learning-badge source", "sources": [{"title": "AWS Certification - Validate AWS Cloud Skills - Get AWS Certified", "url": "https://aws.amazon.com/certification/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "AWS Certified Security - Specialty", "back": "Specialty exam for securing workloads. Fits IAM, KMS, and SAML design.", "track": "foundations", "source": "Certification or learning-badge source", "sources": [{"title": "AWS Certified Security - Specialty", "url": "https://aws.amazon.com/certification/certified-security-specialty/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "AWS Certified Advanced Networking - Specialty", "back": "Specialty exam for complex networking. The exam retires on 31 December 2026. Certifications already earned stay active for three years.", "track": "foundations", "source": "Certification or learning-badge source", "sources": [{"title": "AWS Certified Advanced Networking Specialty Certification | AWS Certification | AWS", "url": "https://aws.amazon.com/certification/certified-advanced-networking-specialty/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Amazon Connect Communications Specialist", "back": "Skill Builder learning plan and Credly badge, not an AWS Certification exam. Pass the knowledge check at 80 percent.", "track": "foundations", "source": "Certification or learning-badge source", "sources": [{"title": "Elevating Amazon Connect digital enablement with learning plans and badges | AWS Contact Center", "url": "https://aws.amazon.com/blogs/contact-center/amazon-connect-digital-enablement-learning-plans-and-badges/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Amazon Connect Fundamentals", "back": "Administrator-track badge for architecture, flows, queues, routing, and reporting. About five hours. 80 percent to pass.", "track": "foundations", "source": "Certification or learning-badge source", "sources": [{"title": "Elevate your Amazon Connect skills with specialty training badges | AWS Contact Center", "url": "https://aws.amazon.com/blogs/contact-center/elevate-your-amazon-connect-skills-with-specialty-training-badges/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Amazon Connect AI Fundamentals", "back": "Administrator-track badge for assist, conversational analytics, and quality management.", "track": "foundations", "source": "Certification or learning-badge source", "sources": [{"title": "Workshop Studio", "url": "https://catalog.workshops.aws/amazon-connect-getting-started/en-US/amazon-connect-customer-free-training-materials", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Amazon Connect Developer", "back": "Technical-track badge for CLI, APIs, Lambda, Kinesis, EventBridge, and infrastructure as code.", "track": "foundations", "source": "Certification or learning-badge source", "sources": [{"title": "Workshop Studio", "url": "https://catalog.workshops.aws/amazon-connect-getting-started/en-US/amazon-connect-customer-free-training-materials", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Price: Connect Customer voice", "back": "0.038 USD per minute, billed per second with a 10 second minimum, plus telephony. Estimate context date 14 October 2026.", "track": "security", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Price: Connect Customer Basic voice", "back": "0.018 USD per minute plus telephony. Estimate context date 14 October 2026.", "track": "security", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Price: Connect Customer chat", "back": "0.010 USD per message sent or received, including prompts and AI responses in the worked example. Estimate context date 14 October 2026.", "track": "security", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Price: Connect Customer Basic chat", "back": "0.004 USD per message. Estimate context date 14 October 2026.", "track": "security", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Price: SMS and third-party messaging", "back": "0.014 USD per message on Connect Customer, before delivery fees. Estimate context date 14 October 2026.", "track": "security", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://aws.amazon.com/connect/pricing/"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Price: Email", "back": "0.080 USD per email on Connect Customer. 0.050 USD on Customer Basic, plus a small delivery fee in the Basic example. Estimate context date 14 October 2026.", "track": "security", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Price: US DID daily charge", "back": "0.030 USD per day in the US West (Oregon) worked example. Estimate context date 14 October 2026.", "track": "security", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Price: US DID inbound telephony", "back": "0.0022 USD per minute in the same worked example. Estimate context date 14 October 2026.", "track": "security", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Price: US outbound telephony", "back": "0.0048 USD per minute to a US destination in the same worked example. Estimate context date 14 October 2026.", "track": "security", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Price: US toll-free daily charge", "back": "0 USD during the first 12 months of the free tier in the appendix example, then 0.06 USD per day. Estimate context date 14 October 2026.", "track": "security", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Price: Outbound campaign voice", "back": "0.045 USD per minute on Connect Customer instead of 0.038. Basic campaign voice is listed at 0.025 USD per minute. Estimate context date 14 October 2026.", "track": "security", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Price: External voice connector", "back": "0.032 USD per minute and 100 USD per connector per day. Estimate context date 14 October 2026.", "track": "security", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Price: In-app and web calling audio", "back": "0.010 USD per minute on top of the voice service charge. Estimate context date 14 October 2026.", "track": "security", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Price: Live Sync", "back": "0.01 USD per minute on top of the channel rate. Generally available 2 Sep 2026. Trial through 30 Nov 2026 is metered and not billed. Estimate context date 14 October 2026.", "track": "security", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Price: Customer Profiles", "back": "Connect-only profiles are 0 USD per daily use. Profiles with imported data are 0.005 USD per profile utilized that day. Estimate context date 14 October 2026.", "track": "security", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Price: Lex speech inside Connect Customer", "back": "The worked example charges 0 USD for Lex speech requests on Connect Customer. Estimate context date 14 October 2026.", "track": "security", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "IaC: AWS::Connect::Instance", "back": "The instance itself.", "track": "instance", "source": "Infrastructure-as-code source", "sources": [{"title": "Amazon Connect Customer - AWS CloudFormation", "url": "https://docs.aws.amazon.com/AWSCloudFormation/latest/TemplateReference/AWS_Connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "IaC: AWS::Connect::ContactFlow", "back": "Flow content as JSON.", "track": "instance", "source": "Infrastructure-as-code source", "sources": [{"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "IaC: AWS::Connect::ContactFlowModule", "back": "A reusable module.", "track": "instance", "source": "Infrastructure-as-code source", "sources": [{"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? 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- Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "IaC: amazon-connect-streams", "back": "Open-source Streams library used to build a custom CCP.", "track": "instance", "source": "Infrastructure-as-code source", "sources": [{"title": "GitHub - amazon-connect/amazon-connect-streams: Amazon Connect Streams - a browser-based contact center integration API, typically with CRM systems. · GitHub", "url": "https://github.com/amazon-connect/amazon-connect-streams", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CTR field: ContactId", "back": "Joins the flow log, the agent event, the recording object, and the CTR.", "track": "analytics", "source": "re:Post, Kinesis and CTR delivery", "sources": [{"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer contact events - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-events.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Kinesis Data Streams? - Amazon Kinesis Data Streams", "url": "https://docs.aws.amazon.com/streams/latest/dev/introduction.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/kinesis/latest/dev/introduction.html"}, {"title": "Amazon Kinesis - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Kinesis", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CTR field: InitiationMethod", "back": "INBOUND, OUTBOUND, TRANSFER, CALLBACK, API, QUEUE_TRANSFER, and other methods.", "track": "analytics", "source": "re:Post, Kinesis and CTR delivery", "sources": [{"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer contact events - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-events.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Kinesis Data Streams? - Amazon Kinesis Data Streams", "url": "https://docs.aws.amazon.com/streams/latest/dev/introduction.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/kinesis/latest/dev/introduction.html"}, {"title": "Amazon Kinesis - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Kinesis", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CTR field: Channel", "back": "VOICE, CHAT, TASK, or EMAIL. Do not assume voice.", "track": "analytics", "source": "re:Post, Kinesis and CTR delivery", "sources": [{"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer contact events - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-events.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Kinesis Data Streams? - Amazon Kinesis Data Streams", "url": "https://docs.aws.amazon.com/streams/latest/dev/introduction.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/kinesis/latest/dev/introduction.html"}, {"title": "Amazon Kinesis - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Kinesis", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CTR field: DisconnectReason", "back": "Why the contact ended. Compare it with the flow error branch before you blame the carrier.", "track": "analytics", "source": "re:Post, Kinesis and CTR delivery", "sources": [{"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer contact events - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-events.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Kinesis Data Streams? - Amazon Kinesis Data Streams", "url": "https://docs.aws.amazon.com/streams/latest/dev/introduction.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/kinesis/latest/dev/introduction.html"}, {"title": "Amazon Kinesis - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Kinesis", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CTR field: Queue.Duration", "back": "Wait time. This is the service-level clock for most voice designs.", "track": "analytics", "source": "re:Post, Kinesis and CTR delivery", "sources": [{"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer contact events - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-events.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Kinesis Data Streams? - Amazon Kinesis Data Streams", "url": "https://docs.aws.amazon.com/streams/latest/dev/introduction.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/kinesis/latest/dev/introduction.html"}, {"title": "Amazon Kinesis - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Kinesis", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CTR field: Agent.ConnectedToAgentTimestamp", "back": "When the customer and agent were joined. Whisper time sits before this.", "track": "analytics", "source": "re:Post, Kinesis and CTR delivery", "sources": [{"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer contact events - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-events.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Kinesis Data Streams? - Amazon Kinesis Data Streams", "url": "https://docs.aws.amazon.com/streams/latest/dev/introduction.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/kinesis/latest/dev/introduction.html"}, {"title": "Amazon Kinesis - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Kinesis", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CTR field: Agent.AfterContactWorkDuration", "back": "ACW. Occupancy formulas need this and handle time.", "track": "analytics", "source": "re:Post, Kinesis and CTR delivery", "sources": [{"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer contact events - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-events.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Kinesis Data Streams? - Amazon Kinesis Data Streams", "url": "https://docs.aws.amazon.com/streams/latest/dev/introduction.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/kinesis/latest/dev/introduction.html"}, {"title": "Amazon Kinesis - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Kinesis", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CTR field: Recording.Location", "back": "S3 location when recording was enabled and the write succeeded.", "track": "analytics", "source": "re:Post, Kinesis and CTR delivery", "sources": [{"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer contact events - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-events.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Kinesis Data Streams? - Amazon Kinesis Data Streams", "url": "https://docs.aws.amazon.com/streams/latest/dev/introduction.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/kinesis/latest/dev/introduction.html"}, {"title": "Amazon Kinesis - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Kinesis", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CTR field: Attributes", "back": "What Set contact attributes and Lambda wrote. Screen pop depends on these.", "track": "analytics", "source": "re:Post, Kinesis and CTR delivery", "sources": [{"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer contact events - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-events.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Kinesis Data Streams? - Amazon Kinesis Data Streams", "url": "https://docs.aws.amazon.com/streams/latest/dev/introduction.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/kinesis/latest/dev/introduction.html"}, {"title": "Amazon Kinesis - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Kinesis", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CTR field: NextContactId and PreviousContactId", "back": "The chain across transfers. A single customer journey is often several contacts.", "track": "analytics", "source": "re:Post, Kinesis and CTR delivery", "sources": [{"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer contact events - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-events.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Kinesis Data Streams? - Amazon Kinesis Data Streams", "url": "https://docs.aws.amazon.com/streams/latest/dev/introduction.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/kinesis/latest/dev/introduction.html"}, {"title": "Amazon Kinesis - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Kinesis", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CTR field: CustomerEndpoint and SystemEndpoint", "back": "Who called, and which Connect number answered.", "track": "analytics", "source": "re:Post, Kinesis and CTR delivery", "sources": [{"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer contact events - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-events.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Kinesis Data Streams? - Amazon Kinesis Data Streams", "url": "https://docs.aws.amazon.com/streams/latest/dev/introduction.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/kinesis/latest/dev/introduction.html"}, {"title": "Amazon Kinesis - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Kinesis", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CTR field: ScheduledTimestamp", "back": "Used by tasks scheduled ahead, up to 90 days.", "track": "analytics", "source": "re:Post, Kinesis and CTR delivery", "sources": [{"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer contact events - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-events.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Kinesis Data Streams? - Amazon Kinesis Data Streams", "url": "https://docs.aws.amazon.com/streams/latest/dev/introduction.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/kinesis/latest/dev/introduction.html"}, {"title": "Amazon Kinesis - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Kinesis", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "IAM: connect:Describe*", "back": "Read instance configuration. Safe for auditors.", "track": "security", "source": "Service authorization reference", "sources": [{"title": "Service authorization reference", "url": "https://docs.aws.amazon.com/service-authorization/latest/reference/list_amazonconnect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link opened the Service Authorization Reference home, not the Connect action list."}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "IAM: connect:StartOutboundVoiceContact", "back": "Places a call. Restrict the instance ARN.", "track": "security", "source": "Service authorization reference", "sources": [{"title": "Service authorization reference", "url": "https://docs.aws.amazon.com/service-authorization/latest/reference/list_amazonconnect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link opened the Service Authorization Reference home, not the Connect action list."}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "IAM: connect:StartChatContact", "back": "Opens a chat. Public web sites should call your API, not hold these credentials.", "track": "security", "source": "Service authorization reference", "sources": [{"title": "Service authorization reference", "url": "https://docs.aws.amazon.com/service-authorization/latest/reference/list_amazonconnect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link opened the Service Authorization Reference home, not the Connect action list."}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "IAM: connect:GetFederationToken", "back": "Used by custom CCP sign-in patterns. Treat it as sensitive.", "track": "security", "source": "Service authorization reference", "sources": [{"title": "Service authorization reference", "url": "https://docs.aws.amazon.com/service-authorization/latest/reference/list_amazonconnect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link opened the Service Authorization Reference home, not the Connect action list."}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "IAM: connect:UpdateContactFlowContent", "back": "Publishes a flow. Separate it from day-to-day agent permissions.", "track": "security", "source": "Service authorization reference", "sources": [{"title": "Service authorization reference", "url": "https://docs.aws.amazon.com/service-authorization/latest/reference/list_amazonconnect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link opened the Service Authorization Reference home, not the Connect action list."}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "IAM: kms:Decrypt and kms:GenerateDataKey", "back": "Required on the recording key. The key policy must name the Connect role.", "track": "security", "source": "Service authorization reference", "sources": [{"title": "Service authorization reference", "url": "https://docs.aws.amazon.com/service-authorization/latest/reference/list_amazonconnect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link opened the Service Authorization Reference home, not the Connect action list."}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "IAM: s3:PutObject", "back": "Recordings, chat transcripts, and exported reports.", "track": "security", "source": "Service authorization reference", "sources": [{"title": "Service authorization reference", "url": "https://docs.aws.amazon.com/service-authorization/latest/reference/list_amazonconnect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link opened the Service Authorization Reference home, not the Connect action list."}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "IAM: lambda:InvokeFunction", "back": "On the function resource policy, principal connect.amazonaws.com.", "track": "security", "source": "Service authorization reference", "sources": [{"title": "Service authorization reference", "url": "https://docs.aws.amazon.com/service-authorization/latest/reference/list_amazonconnect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link opened the Service Authorization Reference home, not the Connect action list."}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "IAM: wisdom:* and qconnect", "back": "Agent assist still shows the wisdom prefix in the service authorization reference as of September 2026.", "track": "security", "source": "Service authorization reference", "sources": [{"title": "Service authorization reference", "url": "https://docs.aws.amazon.com/service-authorization/latest/reference/list_amazonconnect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link opened the Service Authorization Reference home, not the Connect action list."}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "IAM: profile:*", "back": "Customer Profiles. A different prefix from connect.", "track": "security", "source": "Service authorization reference", "sources": [{"title": "Service authorization reference", "url": "https://docs.aws.amazon.com/service-authorization/latest/reference/list_amazonconnect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link opened the Service Authorization Reference home, not the Connect action list."}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "IAM: cases:*", "back": "Cases. A different prefix from connect.", "track": "security", "source": "Service authorization reference", "sources": [{"title": "Service authorization reference", "url": "https://docs.aws.amazon.com/service-authorization/latest/reference/list_amazonconnect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link opened the Service Authorization Reference home, not the Connect action list."}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "IAM: voiceid:*", "back": "Historical. Do not grant it for a new design after 20 May 2026.", "track": "security", "source": "Service authorization reference", "sources": [{"title": "Service authorization reference", "url": "https://docs.aws.amazon.com/service-authorization/latest/reference/list_amazonconnect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link opened the Service Authorization Reference home, not the Connect action list."}, {"title": "Security in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Encryption at rest in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Key Management Service - AWS Key Management Service", "url": "https://docs.aws.amazon.com/kms/latest/developerguide/overview.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Identity and access management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Identity_and_access_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "SAML - Wikipedia", "url": "https://en.wikipedia.org/wiki/Security_Assertion_Markup_Language", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Transport Layer Security - Wikipedia", "url": "https://en.wikipedia.org/wiki/Transport_Layer_Security", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "What Connect actually depends on (1)", "back": "The family name Amazon Connect now covers Customer, Health, Decisions, and Talent. This campus teaches the contact center.", "track": "foundations", "source": "Connect timeline, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "What Connect actually depends on (2)", "back": "IAM prefixes you will meet include connect, profile, cases, wisdom, and voiceid. voiceid is historical after 20 May 2026.", "track": "foundations", "source": "Connect timeline, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "What Connect actually depends on (3)", "back": "The data plane for agents is the browser, not a PBX firmware image.", "track": "foundations", "source": "Connect timeline, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "What Connect actually depends on (4)", "back": "Shared responsibility: AWS runs the platform. You run flows, identity, keys, numbers, quotas, and the agent network.", "track": "foundations", "source": "Connect timeline, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Regions, endpoints, and why Osaka is special (1)", "back": "New accounts start at two instances per Region.", "track": "foundations", "source": "Set up Global Resiliency", "sources": [{"title": "Set up Connect Customer Global Resiliency - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-connect-global-resiliency.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Regions, endpoints, and why Osaka is special (2)", "back": "Quota raises are per Region. Raising Oregon does not raise Virginia.", "track": "foundations", "source": "Set up Global Resiliency", "sources": [{"title": "Set up Connect Customer Global Resiliency - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-connect-global-resiliency.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Regions, endpoints, and why Osaka is special (3)", "back": "The CCP domain is instance.my.connect.aws. The old awsapps.com domain is documented as going away.", "track": "foundations", "source": "Set up Global Resiliency", "sources": [{"title": "Set up Connect Customer Global Resiliency - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-connect-global-resiliency.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Regions, endpoints, and why Osaka is special (4)", "back": "Softphone TURN endpoints are Regional. A laptop in another country still talks to the instance Region.", "track": "foundations", "source": "Set up Global Resiliency", "sources": [{"title": "Set up Connect Customer Global Resiliency - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-connect-global-resiliency.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "IAM is not the security profile (1)", "back": "connect:StartOutboundVoiceContact and StartChatContact are privileged. Do not put them on a public web role.", "track": "foundations", "source": "SAML and identity", "sources": [{"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "IAM is not the security profile (2)", "back": "profile and cases are separate IAM services.", "track": "foundations", "source": "SAML and identity", "sources": [{"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "IAM is not the security profile (3)", "back": "wisdom is still the prefix you will see for agent assist in the service authorization reference.", "track": "foundations", "source": "SAML and identity", "sources": [{"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "IAM is not the security profile (4)", "back": "Least privilege means the instance ARN, not Resource star, once the design is real.", "track": "foundations", "source": "SAML and identity", "sources": [{"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Lambda is a seam, not a place to hide a CRM (1)", "back": "Add the function to the instance. An identity policy alone does not let the flow invoke it.", "track": "foundations", "source": "Lambda function block", "sources": [{"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Lambda is a seam, not a place to hide a CRM (2)", "back": "Return a flat string map or JSON, matching the block. Nested objects fail a string-map block.", "track": "foundations", "source": "Lambda function block", "sources": [{"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Lambda is a seam, not a place to hide a CRM (3)", "back": "Log the ContactId. The flow log has no Lambda RequestId to join on.", "track": "foundations", "source": "Lambda function block", "sources": [{"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Lambda is a seam, not a place to hide a CRM (4)", "back": "Default block timeout is 3 seconds. Raise it on purpose, not by hoping.", "track": "foundations", "source": "Lambda function block", "sources": [{"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "S3 holds the proof (1)", "back": "Block public access. These objects are conversations.", "track": "foundations", "source": "Recording behavior", "sources": [{"title": "Flow block in Connect Customer: Set recording and analytics behavior - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-recording-behavior.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "S3 holds the proof (2)", "back": "KMS and the bucket policy are both required when you use a customer-managed key.", "track": "foundations", "source": "Recording behavior", "sources": [{"title": "Flow block in Connect Customer: Set recording and analytics behavior - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-recording-behavior.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? 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- Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "S3 holds the proof (4)", "back": "Email has its own storage path through the email channel and Amazon SES networking guidance.", "track": "foundations", "source": "Recording behavior", "sources": [{"title": "Flow block in Connect Customer: Set recording and analytics behavior - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-recording-behavior.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? 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Fan out by consuming a stream.", "track": "foundations", "source": "re:Post, integrate Kinesis", "sources": [{"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Kinesis is how the ecosystem listens (3)", "back": "Join on ContactId. There is no other honest key.", "track": "foundations", "source": "re:Post, integrate Kinesis", "sources": [{"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Kinesis is how the ecosystem listens (4)", "back": "Agent events are the adherence feed. Historical reports are not.", "track": "foundations", "source": "re:Post, integrate Kinesis", "sources": [{"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CloudWatch tells you the flow ran (1)", "back": "Logging can be turned off in the flow. Check that before you blame the log group.", "track": "foundations", "source": "re:Post, flow errors", "sources": [{"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CloudWatch tells you the flow ran (2)", "back": "A missing error in Lambda's log with an error in the flow log means Connect rejected the response before or without a completed invoke.", "track": "foundations", "source": "re:Post, flow errors", "sources": [{"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? 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- Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Prompts, statuses, and the small quotas (3)", "back": "Reports: 2000 per instance, and every saved personal report counts.", "track": "instance", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Prompts, statuses, and the small quotas (4)", "back": "User hierarchy groups: 500 across all levels.", "track": "instance", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 8446: The Transport Layer Security (TLS) Protocol Version 1.3 | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc8446/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc8446"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Web Services - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Web_Services", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "DID, toll-free, shared cost, UIFN (1)", "back": "DID is one carrier. It presents a local number. It is not load-balanced across carriers.", "track": "telephony", "source": "Voice channel", "sources": [{"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "DID, toll-free, shared cost, UIFN (2)", "back": "You can mix DID and toll-free on one instance.", "track": "telephony", "source": "Voice channel", "sources": [{"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "DID, toll-free, shared cost, UIFN (3)", "back": "Inbound telephony in the example is charged per minute with a 60 second minimum.", "track": "telephony", "source": "Voice channel", "sources": [{"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "DID, toll-free, shared cost, UIFN (4)", "back": "Voice service is a second charge, 0.038 or 0.018 USD per minute depending on the product form, billed per second with a 10 second minimum.", "track": "telephony", "source": "Voice channel", "sources": [{"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Claiming and the false 'limit' on the first number (1)", "back": "Raise the call concurrency quota before you publish the number.", "track": "telephony", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Claiming and the false 'limit' on the first number (2)", "back": "Associate the number with a flow or the caller hears nothing useful.", "track": "telephony", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Claiming and the false 'limit' on the first number (3)", "back": "For Global Resiliency, numbers join a traffic distribution group.", "track": "telephony", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Claiming and the false 'limit' on the first number (4)", "back": "Write down the carrier and the country. Porting later depends on both.", "track": "telephony", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Porting without losing the rollback (1)", "back": "Match the caller ID and any CNAM story you actually have. Do not promise caller-name display the product does not set.", "track": "telephony", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Porting without losing the rollback (2)", "back": "Internal extensions can stay on CUCM. Only the public number has to move.", "track": "telephony", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Porting without losing the rollback (3)", "back": "Update the CRM screen pop to the new ContactId in the same window.", "track": "telephony", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Porting without losing the rollback (4)", "back": "Tell the WFM and recording tools the storage path before the port, or the first day has no recordings in the old tool.", "track": "telephony", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "SIP, external voice, and what is not a trunk in the CUCM sense (1)", "back": "Do not design a SIP trunk in CUCM and assume Connect will register to it as a phone.", "track": "telephony", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "SIP, external voice, and what is not a trunk in the CUCM sense (2)", "back": "One-way audio after a transfer is often the other system's codec or network, not the CCP.", "track": "telephony", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - 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Guard it.", "track": "telephony", "source": "Voice channel", "sources": [{"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - Wikipedia", "url": "https://en.wikipedia.org/wiki/Session_Initiation_Protocol", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Outbound calls and caller ID (2)", "back": "An outbound whisper flow runs before the customer and agent join. Recording for outbound is set there.", "track": "telephony", "source": "Voice channel", "sources": [{"title": "The voice channel in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 3261: SIP: Session Initiation Protocol | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3261/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3261"}, {"title": "RFC 3550: RTP: A Transport Protocol for Real-Time Applications | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc3550/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc3550"}, {"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Session Initiation Protocol - 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Voice ID blocks remain on the list and should not be added. Support ended 20 May 2026.", "track": "flows", "source": "Flow block definitions", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Attributes are the only memory the next system gets (1)", "back": "System attributes include the queue, the channel, and the customer endpoint.", "track": "flows", "source": "Set contact attributes", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Attributes are the only memory the next system gets (2)", "back": "Lex exposes intent and slots. Copy the ones you care about into your own names.", "track": "flows", "source": "Set contact attributes", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Attributes are the only memory the next system gets (3)", "back": "A transfer to another flow keeps the contact attributes.", "track": "flows", "source": "Set contact attributes", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Attributes are the only memory the next system gets (4)", "back": "A transfer to a phone number leaves Connect. Attributes do not ride the PSTN.", "track": "flows", "source": "Set contact attributes", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Modules are how you stop copying flows (1)", "back": "Publish, then invoke. A draft module is not what production runs.", "track": "flows", "source": "Invoke module", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Modules are how you stop copying flows (2)", "back": "Keep authentication, language selection, and recording policy in modules.", "track": "flows", "source": "Invoke module", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Modules are how you stop copying flows (3)", "back": "Version the module in your stack as ContactFlowModule JSON.", "track": "flows", "source": "Invoke module", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Modules are how you stop copying flows (4)", "back": "Test the module with the same error branches as a flow.", "track": "flows", "source": "Invoke module", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Every error branch is a product decision (1)", "back": "Turn logging on before the first test call.", "track": "flows", "source": "re:Post, flow errors", "sources": [{"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Every error branch is a product decision (2)", "back": "The disconnect flow does not save you from an error hang-up. The customer is already gone.", "track": "flows", "source": "re:Post, flow errors", "sources": [{"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Every error branch is a product decision (3)", "back": "Wait and Play prompt are how you avoid silence during async Lambda.", "track": "flows", "source": "re:Post, flow errors", "sources": [{"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Every error branch is a product decision (4)", "back": "Touchtone buffer lets callers type ahead. Turn it on only if the prompts allow it.", "track": "flows", "source": "re:Post, flow errors", "sources": [{"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "The flow language is how instances share a design (1)", "back": "Use the JSON to move a flow between a test instance and production.", "track": "flows", "source": "Flow language", "sources": [{"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "The flow language is how instances share a design (2)", "back": "Do not hand-edit a 2,000-line export without a diff.", "track": "flows", "source": "Flow language", "sources": [{"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "The flow language is how instances share a design (3)", "back": "Modules have their own JSON.", "track": "flows", "source": "Flow language", "sources": [{"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "The flow language is how instances share a design (4)", "back": "The API still says Amazon Connect in places. The admin guide may say Connect Customer. The JSON types are what the API accepts.", "track": "flows", "source": "Flow language", "sources": [{"title": "Connect Customer Flow language - Amazon Connect", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://docs.aws.amazon.com/connect/latest/APIReference/flow-language.html"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Get customer input is the Lex block (1)", "back": "Branch on the intent name you configured, not on the sentence the caller said.", "track": "lex", "source": "Get customer input", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Lex V2? - Amazon Lex", "url": "https://docs.aws.amazon.com/lexv2/latest/dg/what-is.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Lex - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Lex", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Get customer input is the Lex block (2)", "back": "Slots are empty when the caller hangs up mid-prompt. Handle that.", "track": "lex", "source": "Get customer input", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Lex V2? - Amazon Lex", "url": "https://docs.aws.amazon.com/lexv2/latest/dg/what-is.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Lex - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Lex", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Get customer input is the Lex block (3)", "back": "DTMF and speech can both fill a slot. Test both.", "track": "lex", "source": "Get customer input", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Lex V2? - Amazon Lex", "url": "https://docs.aws.amazon.com/lexv2/latest/dg/what-is.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Lex - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Lex", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Get customer input is the Lex block (4)", "back": "A fallback intent should reach a person or a callback.", "track": "lex", "source": "Get customer input", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Lex V2? - Amazon Lex", "url": "https://docs.aws.amazon.com/lexv2/latest/dg/what-is.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Lex - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Lex", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Slots become attributes or they vanish (1)", "back": "Validate the account id in Lambda. Do not trust a spoken string as authorization.", "track": "lex", "source": "Set contact attributes", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Lex V2? - Amazon Lex", "url": "https://docs.aws.amazon.com/lexv2/latest/dg/what-is.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Lex - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Lex", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Slots become attributes or they vanish (2)", "back": "Barge-in and touchtone buffering change what the caller can interrupt.", "track": "lex", "source": "Set contact attributes", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Lex V2? - Amazon Lex", "url": "https://docs.aws.amazon.com/lexv2/latest/dg/what-is.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Lex - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Lex", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Slots become attributes or they vanish (3)", "back": "Log the intent and the confidence behavior you actually configured.", "track": "lex", "source": "Set contact attributes", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Lex V2? - Amazon Lex", "url": "https://docs.aws.amazon.com/lexv2/latest/dg/what-is.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Lex - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Lex", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Slots become attributes or they vanish (4)", "back": "Keep the bot alias stable. Pointing production at a draft alias is how Friday breaks.", "track": "lex", "source": "Set contact attributes", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Lex V2? - Amazon Lex", "url": "https://docs.aws.amazon.com/lexv2/latest/dg/what-is.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Lex - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Lex", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Fallback is a route, not a failure (1)", "back": "Timeout and error are different from fallback. Connect them separately.", "track": "lex", "source": "Flow types", "sources": [{"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Lex V2? - Amazon Lex", "url": "https://docs.aws.amazon.com/lexv2/latest/dg/what-is.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Lex - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Lex", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Fallback is a route, not a failure (2)", "back": "A DTMF escape key should exist even in a speech bot.", "track": "lex", "source": "Flow types", "sources": [{"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Lex V2? - Amazon Lex", "url": "https://docs.aws.amazon.com/lexv2/latest/dg/what-is.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Lex - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Lex", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Fallback is a route, not a failure (3)", "back": "Test with noise, with silence, and with an accent the bot has not heard.", "track": "lex", "source": "Flow types", "sources": [{"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Lex V2? - Amazon Lex", "url": "https://docs.aws.amazon.com/lexv2/latest/dg/what-is.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Lex - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Lex", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Fallback is a route, not a failure (4)", "back": "Do not send fallback into another bot with no exit.", "track": "lex", "source": "Flow types", "sources": [{"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Amazon Lex V2? - Amazon Lex", "url": "https://docs.aws.amazon.com/lexv2/latest/dg/what-is.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Lex - Wikipedia", "url": "https://en.wikipedia.org/wiki/Amazon_Lex", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Interactive voice response - Wikipedia", "url": "https://en.wikipedia.org/wiki/Interactive_voice_response", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Wisdom, Q, and agent assist are one lineage (1)", "back": "Connect assistant associates an AI agents domain with the contact.", "track": "ai", "source": "Connect timeline, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Q in Connect", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Wisdom, Q, and agent assist are one lineage (2)", "back": "Self-service with the assistant was announced 1 December 2024.", "track": "ai", "source": "Connect timeline, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Q in Connect", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Wisdom, Q, and agent assist are one lineage (3)", "back": "Agentic self-service, including Nova Sonic for voice, was announced 30 November 2025.", "track": "ai", "source": "Connect timeline, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Q in Connect", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Wisdom, Q, and agent assist are one lineage (4)", "back": "Agentic CX designer was previewed 22 June 2026 and generally available 2 September 2026.", "track": "ai", "source": "Connect timeline, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Q in Connect", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Turn on assist only where you can show the source (1)", "back": "Quick responses and message templates have their own quotas.", "track": "ai", "source": "Connect assistant", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Q in Connect", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Turn on assist only where you can show the source (2)", "back": "Real-time recommendations need the analytics path enabled for that contact.", "track": "ai", "source": "Connect assistant", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Q in Connect", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Turn on assist only where you can show the source (3)", "back": "Do not paste customer secrets into a knowledge article.", "track": "ai", "source": "Connect assistant", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Q in Connect", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Turn on assist only where you can show the source (4)", "back": "Test with a question the article answers and a question it does not. The second test matters more.", "track": "ai", "source": "Connect assistant", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Q in Connect", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Agentic CX is a flow exit, not a magic queue (1)", "back": "Map every exit to a queue, a message, or a failure prompt.", "track": "ai", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Q in Connect", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Agentic CX is a flow exit, not a magic queue (2)", "back": "Pass only the attributes the bot needs.", "track": "ai", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Q in Connect", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Agentic CX is a flow exit, not a magic queue (3)", "back": "Keep a DTMF path to a person.", "track": "ai", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Q in Connect", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Agentic CX is a flow exit, not a magic queue (4)", "back": "Load-test the tool. The flow timeout still exists.", "track": "ai", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Q in Connect", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Voice ID has ended (1)", "back": "Do not grant voiceid IAM permissions for a new design.", "track": "ai", "source": "Voice ID end of support", "sources": [{"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Q in Connect", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Voice ID has ended (2)", "back": "If you still have a domain from before the end date, follow the guide's export and delete steps. Do not assume the data remains.", "track": "ai", "source": "Voice ID end of support", "sources": [{"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Q in Connect", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Voice ID has ended (3)", "back": "Authentication for a new design is Cognito plus Profiles, or your own Lambda check.", "track": "ai", "source": "Voice ID end of support", "sources": [{"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Q in Connect", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Voice ID has ended (4)", "back": "Say 'ended' in the migration map so nobody plans a phase around it.", "track": "ai", "source": "Voice ID end of support", "sources": [{"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Contact Lens for Amazon Connect is now generally available - AWS", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Amazon Q in Connect", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-q-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "confirm", "note": "Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home."}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "The response contract (1)", "back": "Idempotent writes. Retries happen.", "track": "lambda", "source": "re:Post, Lambda failures", "sources": [{"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is AWS Lambda? - AWS Lambda", "url": "https://docs.aws.amazon.com/lambda/latest/dg/welcome.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Lambda - Wikipedia", "url": "https://en.wikipedia.org/wiki/AWS_Lambda", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "The response contract (2)", "back": "Timeouts in the Lambda console must be higher than the block timeout or you will add a second failure mode.", "track": "lambda", "source": "re:Post, Lambda failures", "sources": [{"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is AWS Lambda? - AWS Lambda", "url": "https://docs.aws.amazon.com/lambda/latest/dg/welcome.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Lambda - Wikipedia", "url": "https://en.wikipedia.org/wiki/AWS_Lambda", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "The response contract (3)", "back": "Cold starts count against the 8 seconds.", "track": "lambda", "source": "re:Post, Lambda failures", "sources": [{"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is AWS Lambda? - AWS Lambda", "url": "https://docs.aws.amazon.com/lambda/latest/dg/welcome.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Lambda - Wikipedia", "url": "https://en.wikipedia.org/wiki/AWS_Lambda", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "The response contract (4)", "back": "Secrets stay in the function environment or in Secrets Manager, not in flow attributes.", "track": "lambda", "source": "re:Post, Lambda failures", "sources": [{"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is AWS Lambda? - AWS Lambda", "url": "https://docs.aws.amazon.com/lambda/latest/dg/welcome.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Lambda - Wikipedia", "url": "https://en.wikipedia.org/wiki/AWS_Lambda", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "When the work is slower than eight seconds (1)", "back": "Tell the caller what is happening.", "track": "lambda", "source": "Lambda function block", "sources": [{"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is AWS Lambda? - AWS Lambda", "url": "https://docs.aws.amazon.com/lambda/latest/dg/welcome.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Lambda - Wikipedia", "url": "https://en.wikipedia.org/wiki/AWS_Lambda", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "When the work is slower than eight seconds (2)", "back": "A timeout branch still needs a prompt.", "track": "lambda", "source": "Lambda function block", "sources": [{"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is AWS Lambda? - AWS Lambda", "url": "https://docs.aws.amazon.com/lambda/latest/dg/welcome.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Lambda - Wikipedia", "url": "https://en.wikipedia.org/wiki/AWS_Lambda", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "When the work is slower than eight seconds (3)", "back": "Long work belongs in a queue or a task, not in the greet flow.", "track": "lambda", "source": "Lambda function block", "sources": [{"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is AWS Lambda? - AWS Lambda", "url": "https://docs.aws.amazon.com/lambda/latest/dg/welcome.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Lambda - Wikipedia", "url": "https://en.wikipedia.org/wiki/AWS_Lambda", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "When the work is slower than eight seconds (4)", "back": "Measure duration in CloudWatch before you argue about the flow.", "track": "lambda", "source": "Lambda function block", "sources": [{"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is AWS Lambda? - AWS Lambda", "url": "https://docs.aws.amazon.com/lambda/latest/dg/welcome.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Lambda - Wikipedia", "url": "https://en.wikipedia.org/wiki/AWS_Lambda", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Association, resource policy, and the log that says AccessDenied (1)", "back": "Use an alias, not $LATEST, in production.", "track": "lambda", "source": "re:Post, Lambda failures", "sources": [{"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is AWS Lambda? - AWS Lambda", "url": "https://docs.aws.amazon.com/lambda/latest/dg/welcome.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Lambda - Wikipedia", "url": "https://en.wikipedia.org/wiki/AWS_Lambda", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Association, resource policy, and the log that says AccessDenied (2)", "back": "Resource-based policy and identity policy answer different questions.", "track": "lambda", "source": "re:Post, Lambda failures", "sources": [{"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is AWS Lambda? - AWS Lambda", "url": "https://docs.aws.amazon.com/lambda/latest/dg/welcome.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Lambda - Wikipedia", "url": "https://en.wikipedia.org/wiki/AWS_Lambda", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Association, resource policy, and the log that says AccessDenied (3)", "back": "VPC-attached functions need a path to their dependency and still must return in time.", "track": "lambda", "source": "re:Post, Lambda failures", "sources": [{"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is AWS Lambda? - AWS Lambda", "url": "https://docs.aws.amazon.com/lambda/latest/dg/welcome.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Lambda - Wikipedia", "url": "https://en.wikipedia.org/wiki/AWS_Lambda", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Association, resource policy, and the log that says AccessDenied (4)", "back": "Terraform's association resource is the reviewable form of the console click.", "track": "lambda", "source": "re:Post, Lambda failures", "sources": [{"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is AWS Lambda? - AWS Lambda", "url": "https://docs.aws.amazon.com/lambda/latest/dg/welcome.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "AWS Lambda - Wikipedia", "url": "https://en.wikipedia.org/wiki/AWS_Lambda", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Queues wait. Profiles decide who is eligible. (1)", "back": "Priority is per profile, not a property of the queue alone.", "track": "routing", "source": "Standard and agent queues", "sources": [{"title": "Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Create quick connects in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Automatic call distributor - Wikipedia", "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Queues wait. Profiles decide who is eligible. (2)", "back": "A contact can sit in a queue that is outside the hours if you never checked hours.", "track": "routing", "source": "Standard and agent queues", "sources": [{"title": "Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Create quick connects in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Automatic call distributor - Wikipedia", "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Queues wait. Profiles decide who is eligible. (3)", "back": "Callbacks still occupy the queue's logic. They need a staffed profile.", "track": "routing", "source": "Standard and agent queues", "sources": [{"title": "Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Create quick connects in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Automatic call distributor - Wikipedia", "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Queues wait. Profiles decide who is eligible. (4)", "back": "Name queues for the work, not for a person.", "track": "routing", "source": "Standard and agent queues", "sources": [{"title": "Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Create quick connects in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Automatic call distributor - Wikipedia", "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Priority, delay, and concurrency (1)", "back": "Delay is in seconds. A delay of 0 means eligible immediately.", "track": "routing", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Create quick connects in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Automatic call distributor - Wikipedia", "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Priority, delay, and concurrency (2)", "back": "Two profiles can point at one queue with different priority.", "track": "routing", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Create quick connects in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Automatic call distributor - Wikipedia", "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Priority, delay, and concurrency (3)", "back": "Cross-channel concurrency is a choice. A voice call plus three chats is a workload, not a free feature.", "track": "routing", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Create quick connects in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Automatic call distributor - Wikipedia", "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Priority, delay, and concurrency (4)", "back": "Change routing priority / age if a flow must jump the line. Use it rarely and log why.", "track": "routing", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Create quick connects in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Automatic call distributor - Wikipedia", "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Hours and overrides (1)", "back": "Check hours before Set working queue.", "track": "routing", "source": "Hours of operation", "sources": [{"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Create quick connects in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Automatic call distributor - Wikipedia", "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Hours and overrides (2)", "back": "Publish the time zone in the prompt if you serve more than one.", "track": "routing", "source": "Hours of operation", "sources": [{"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Create quick connects in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Automatic call distributor - Wikipedia", "url": "https://en.wikipedia.org/wiki/Automatic_call_distributor", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Hours and overrides (3)", "back": "Overnight hours that cross midnight need a careful read of the day boundary.", "track": "routing", "source": "Hours of operation", "sources": [{"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "How Connect Customer uses routing profiles - 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That is a different profile population from customers. Do not mix the matching rules carelessly.", "track": "records", "source": "Pricing appendix", "sources": [{"title": "Amazon Connect Customer Pricing Appendix - AWS", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use Connect Customer Customer Profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Customer relationship management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Customer_relationship_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Cases survive the transfer (1)", "back": "Related items default to 200. Files on a case default to 50.", "track": "records", "source": "Connect timeline, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Use Connect Customer Customer Profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Customer relationship management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Customer_relationship_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Cases survive the transfer (2)", "back": "A template with 50 custom fields is the ceiling and it is not adjustable.", "track": "records", "source": "Connect timeline, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Use Connect Customer Customer Profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Customer relationship management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Customer_relationship_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Cases survive the transfer (3)", "back": "Status values are a contract with the CRM if both systems have a case. Pick one system of record.", "track": "records", "source": "Connect timeline, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Use Connect Customer Customer Profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Customer relationship management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Customer_relationship_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Cases survive the transfer (4)", "back": "Closing a contact does not close a case unless you said so.", "track": "records", "source": "Connect timeline, 25 Sep 2026", "sources": [{"title": "AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Use Connect Customer Customer Profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Customer relationship management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Customer_relationship_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Tasks are the channel with no audio (1)", "back": "Task templates: 50 per instance, not adjustable, with 50 custom fields.", "track": "records", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use Connect Customer Customer Profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Customer relationship management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Customer_relationship_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Tasks are the channel with no audio (2)", "back": "A task flow can still call Lambda.", "track": "records", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use Connect Customer Customer Profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Customer relationship management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Customer_relationship_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Tasks are the channel with no audio (3)", "back": "Do not use a voice queue for work that has no call.", "track": "records", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use Connect Customer Customer Profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Customer relationship management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Customer_relationship_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Tasks are the channel with no audio (4)", "back": "Expiry and assignment are visible in metrics. Alarm on age.", "track": "records", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use Connect Customer Customer Profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Customer relationship management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Customer_relationship_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "One customer, three objects (1)", "back": "Search before create, or you duplicate people.", "track": "records", "source": "Customer Profiles", "sources": [{"title": "Use Connect Customer Customer Profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Customer relationship management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Customer_relationship_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "One customer, three objects (2)", "back": "A task can attach to the same case.", "track": "records", "source": "Customer Profiles", "sources": [{"title": "Use Connect Customer Customer Profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Customer relationship management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Customer_relationship_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "One customer, three objects (3)", "back": "Deletes and merges are identity-resolution events. Tell the CRM.", "track": "records", "source": "Customer Profiles", "sources": [{"title": "Use Connect Customer Customer Profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Customer relationship management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Customer_relationship_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "One customer, three objects (4)", "back": "Retention of profile objects is a privacy decision. The quota allows a long expiry. Your policy may not.", "track": "records", "source": "Customer Profiles", "sources": [{"title": "Use Connect Customer Customer Profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "What is Connect Customer? - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/what-is-amazon-connect.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Customer relationship management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Customer_relationship_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Chat, SMS, WhatsApp, and the idle-chat quota (1)", "back": "StartChatContact is an API. Call it from your backend.", "track": "channels", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Chat, SMS, WhatsApp, and the idle-chat quota (2)", "back": "The same queue and routing profile can include chat with its own concurrency.", "track": "channels", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Chat, SMS, WhatsApp, and the idle-chat quota (3)", "back": "Attachments and rich messages have size limits. Email attachments are a different channel.", "track": "channels", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Chat, SMS, WhatsApp, and the idle-chat quota (4)", "back": "Alarm on concurrent chats at 80 percent.", "track": "channels", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Email is a contact with a 90-day thread (1)", "back": "Outbound email from an agent and a flow acknowledgment are both billable messages in the examples.", "track": "channels", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Email is a contact with a 90-day thread (2)", "back": "SES networking applies if you send a lot.", "track": "channels", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Email is a contact with a 90-day thread (3)", "back": "Put the case id in the thread so the next reply finds it.", "track": "channels", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Email is a contact with a 90-day thread (4)", "back": "Do not staff email on a voice-only routing profile.", "track": "channels", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Campaigns dial only after the quota is not zero (1)", "back": "Raise the concurrent campaign quota before the first run.", "track": "channels", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - 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The block will dial when the campaign says to.", "track": "channels", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Campaigns dial only after the quota is not zero (4)", "back": "Email and SMS campaigns use the message prices, not the voice minute.", "track": "channels", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "In-app, web, and video (1)", "back": "Allow the widget origin.", "track": "channels", "source": "Video networking", "sources": [{"title": "Agent workstation requirements for app, web, and video calling in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/videocalling-networking-requirements.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "In-app, web, and video (2)", "back": "Test the customer network, not only the agent's.", "track": "channels", "source": "Video networking", "sources": [{"title": "Agent workstation requirements for app, web, and video calling in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/videocalling-networking-requirements.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "In-app, web, and video (3)", "back": "A video failure with working audio is a Chime path problem.", "track": "channels", "source": "Video networking", "sources": [{"title": "Agent workstation requirements for app, web, and video calling in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/videocalling-networking-requirements.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use the flow designer in Connect Customer to create flows - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Call centre - Wikipedia", "url": "https://en.wikipedia.org/wiki/Call_centre", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "In-app, web, and video (4)", "back": "Record the fact that video was used. 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Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Workforce management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Workforce_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Enhanced 911 - Wikipedia", "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Customer relationship management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Customer_relationship_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Third-party WFM configuration and faults (1)", "back": "Give each consumer its own iterator.", "track": "ecosystem", "source": "Agent event streams", "sources": [{"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Forecasting & agent scheduling in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/forecasting-capacity-planning-scheduling.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set up US emergency calling in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-us-emergency-calling.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block in Connect Customer: Set recording and analytics behavior - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-recording-behavior.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use Connect Customer Customer Profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Workforce management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Workforce_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Enhanced 911 - 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Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Forecasting & agent scheduling in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/forecasting-capacity-planning-scheduling.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set up US emergency calling in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-us-emergency-calling.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block in Connect Customer: Set recording and analytics behavior - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-recording-behavior.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use Connect Customer Customer Profiles - 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Know which one the evaluator uses.", "track": "ecosystem", "source": "Live media streaming", "sources": [{"title": "Set up live media streaming of customer audio in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-voice-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Forecasting & agent scheduling in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/forecasting-capacity-planning-scheduling.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set up US emergency calling in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-us-emergency-calling.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block in Connect Customer: Set recording and analytics behavior - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-recording-behavior.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use Connect Customer Customer Profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Workforce management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Workforce_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Enhanced 911 - Wikipedia", "url": "https://en.wikipedia.org/wiki/Enhanced_9-1-1", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}, {"title": "Customer relationship management - Wikipedia", "url": "https://en.wikipedia.org/wiki/Customer_relationship_management", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Third-party recorders and live media (2)", "back": "Stop the stream. Leaked streams cost money and keep audio you meant to end.", "track": "ecosystem", "source": "Live media streaming", "sources": [{"title": "Set up live media streaming of customer audio in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-voice-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Forecasting & agent scheduling in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/forecasting-capacity-planning-scheduling.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Set up US emergency calling in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-us-emergency-calling.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Flow block in Connect Customer: Set recording and analytics behavior - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-recording-behavior.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Use Connect Customer Customer Profiles - 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Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "One-way audio (2)", "back": "Cause: Signaling is up and media is not, usually NAT or a stateless firewall.", "track": "troubleshoot", "source": "Network troubleshooting", "sources": [{"title": "Troubleshoot your network for call quality and disconnect problems - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/network-ts.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "One-way audio (3)", "back": "Fix: Allow the browser ephemeral UDP range back in. Take the VPN off the media path.", "track": "troubleshoot", "source": "Network troubleshooting", "sources": [{"title": "Troubleshoot your network for call quality and disconnect problems - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/network-ts.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "One-way audio (4)", "back": "Capture: Compare VPN on and off.", "track": "troubleshoot", "source": "Network troubleshooting", "sources": [{"title": "Troubleshoot your network for call quality and disconnect problems - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/network-ts.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Lambda AccessDenied in the flow log (1)", "back": "Hop: Invoke.", "track": "troubleshoot", "source": "re:Post, Lambda failures", "sources": [{"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Lambda AccessDenied in the flow log (2)", "back": "Cause: Connect could not invoke the function. The Lambda log is empty.", "track": "troubleshoot", "source": "re:Post, Lambda failures", "sources": [{"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Lambda AccessDenied in the flow log (3)", "back": "Fix: Associate the function with the instance and allow principal connect.amazonaws.com to invoke that alias.", "track": "troubleshoot", "source": "re:Post, Lambda failures", "sources": [{"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Lambda AccessDenied in the flow log (4)", "back": "Capture: Flow log Results field.", "track": "troubleshoot", "source": "re:Post, Lambda failures", "sources": [{"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Lambda runs longer than the block waits (1)", "back": "Hop: Lambda.", "track": "troubleshoot", "source": "Lambda function block", "sources": [{"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Lambda runs longer than the block waits (2)", "back": "Cause: A synchronous block waits at most 8 seconds, even if the function timeout is longer.", "track": "troubleshoot", "source": "Lambda function block", "sources": [{"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Lambda runs longer than the block waits (3)", "back": "Fix: Return inside 8 seconds, or switch the block to asynchronous and play a prompt.", "track": "troubleshoot", "source": "Lambda function block", "sources": [{"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Lambda runs longer than the block waits (4)", "back": "Capture: Duration beside the block timeout.", "track": "troubleshoot", "source": "Lambda function block", "sources": [{"title": "Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Response is not a string map (1)", "back": "Hop: Return shape.", "track": "troubleshoot", "source": "re:Post, flow errors", "sources": [{"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Response is not a string map (2)", "back": "Cause: The block expected a flat object of strings and received nested JSON or a large payload.", "track": "troubleshoot", "source": "re:Post, flow errors", "sources": [{"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Response is not a string map (3)", "back": "Fix: Match the block's response validation. 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Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Recording missing from S3 (4)", "back": "Capture: Recording.Location on the CTR.", "track": "troubleshoot", "source": "Recording behavior", "sources": [{"title": "Flow block in Connect Customer: Set recording and analytics behavior - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-recording-behavior.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CTR missing after one minute (1)", "back": "Hop: CTR delivery.", "track": "troubleshoot", "source": "re:Post, Kinesis", "sources": [{"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CTR missing after one minute (2)", "back": "Cause: Firehose buffers. Five quiet minutes is the point to inspect errors.", "track": "troubleshoot", "source": "re:Post, Kinesis", "sources": [{"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CTR missing after one minute (3)", "back": "Fix: Check the delivery-stream error prefix and the S3 destination.", "track": "troubleshoot", "source": "re:Post, Kinesis", "sources": [{"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CTR missing after one minute (4)", "back": "Capture: Firehose error objects.", "track": "troubleshoot", "source": "re:Post, Kinesis", "sources": [{"title": "Integrate Amazon Connect with Amazon Kinesis | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "SAML user has no routing profile (1)", "back": "Hop: Identity.", "track": "troubleshoot", "source": "Configure SAML", "sources": [{"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "SAML user has no routing profile (2)", "back": "Cause: The assertion did not map a role, security profile, and routing profile the instance accepts.", "track": "troubleshoot", "source": "Configure SAML", "sources": [{"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "SAML user has no routing profile (3)", "back": "Fix: Fix one user, place one test call, then federate the group.", "track": "troubleshoot", "source": "Configure SAML", "sources": [{"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "SAML user has no routing profile (4)", "back": "Capture: IdP assertion and the user profile.", "track": "troubleshoot", "source": "Configure SAML", "sources": [{"title": "Configure SAML with IAM for Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Caller hangs up on an error with no prompt (1)", "back": "Hop: Flow.", "track": "troubleshoot", "source": "re:Post, flow errors", "sources": [{"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Caller hangs up on an error with no prompt (2)", "back": "Cause: An error output is not connected, so Connect ends the contact.", "track": "troubleshoot", "source": "re:Post, flow errors", "sources": [{"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Caller hangs up on an error with no prompt (3)", "back": "Fix: Connect every error, timeout, and default branch. Turn logging on first.", "track": "troubleshoot", "source": "re:Post, flow errors", "sources": [{"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Caller hangs up on an error with no prompt (4)", "back": "Capture: Last block in the flow log.", "track": "troubleshoot", "source": "re:Post, flow errors", "sources": [{"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Transfer to queue does nothing useful (1)", "back": "Hop: Flow order.", "track": "troubleshoot", "source": "Transfer to queue", "sources": [{"title": "Flow block in Connect Customer: Transfer to queue - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-queue.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Transfer to queue does nothing useful (2)", "back": "Cause: Set working queue was skipped, or it sits after the transfer.", "track": "troubleshoot", "source": "Transfer to queue", "sources": [{"title": "Flow block in Connect Customer: Transfer to queue - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-queue.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Transfer to queue does nothing useful (3)", "back": "Fix: Set the queue, then transfer.", "track": "troubleshoot", "source": "Transfer to queue", "sources": [{"title": "Flow block in Connect Customer: Transfer to queue - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-queue.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Transfer to queue does nothing useful (4)", "back": "Capture: Flow log block order.", "track": "troubleshoot", "source": "Transfer to queue", "sources": [{"title": "Flow block in Connect Customer: Transfer to queue - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-queue.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "The overflow team takes every call (1)", "back": "Hop: Routing.", "track": "troubleshoot", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "The overflow team takes every call (2)", "back": "Cause: Their queue is priority 1 or their delay is 0.", "track": "troubleshoot", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "The overflow team takes every call (3)", "back": "Fix: Give primary agents the lower priority number and a delay of 0. Give overflow a higher number and a delay.", "track": "troubleshoot", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "The overflow team takes every call (4)", "back": "Capture: Profile priority and delay.", "track": "troubleshoot", "source": "Routing profiles", "sources": [{"title": "How Connect Customer uses routing profiles - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Replica Region has no numbers (1)", "back": "Hop: Resiliency.", "track": "troubleshoot", "source": "Create a replica", "sources": [{"title": "Create a replica of your existing Connect Customer instance - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-replica-connect-instance.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Replica Region has no numbers (2)", "back": "Cause: Numbers were not in a traffic distribution group. Osaka only fully replicates numbers enabled for Global Resiliency.", "track": "troubleshoot", "source": "Create a replica", "sources": [{"title": "Create a replica of your existing Connect Customer instance - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-replica-connect-instance.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Replica Region has no numbers (3)", "back": "Fix: Associate the numbers, then place a call after a 10 percent shift.", "track": "troubleshoot", "source": "Create a replica", "sources": [{"title": "Create a replica of your existing Connect Customer instance - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-replica-connect-instance.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Replica Region has no numbers (4)", "back": "Capture: Which Region answered.", "track": "troubleshoot", "source": "Create a replica", "sources": [{"title": "Create a replica of your existing Connect Customer instance - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-replica-connect-instance.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Custom CCP loads and audio never starts (1)", "back": "Hop: Streams.", "track": "troubleshoot", "source": "Set up your network", "sources": [{"title": "Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Custom CCP loads and audio never starts (2)", "back": "Cause: amazon-connect-streams can run media-less. Media still needs the softphone allow list.", "track": "troubleshoot", "source": "Set up your network", "sources": [{"title": "Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - 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Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Voice ID block fails in a 2026 flow (4)", "back": "Capture: Block type in the flow JSON.", "track": "troubleshoot", "source": "Voice ID end of support", "sources": [{"title": "Amazon Connect Customer Voice ID end of support - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "TurnNlb does not resolve (1)", "back": "Hop: DNS.", "track": "troubleshoot", "source": "How CCP uses WebRTC", "sources": [{"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "TurnNlb does not resolve (2)", "back": "Cause: The workstation DNS cannot answer the Regional TURN name, so ICE never gathers candidates.", "track": "troubleshoot", "source": "How CCP uses WebRTC", "sources": [{"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "TurnNlb does not resolve (3)", "back": "Fix: Resolve the TurnNlb name from the agent PC, not from a jump host.", "track": "troubleshoot", "source": "How CCP uses WebRTC", "sources": [{"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "TurnNlb does not resolve (4)", "back": "Capture: nslookup of the TURN name.", "track": "troubleshoot", "source": "How CCP uses WebRTC", "sources": [{"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CCP shows available and the microphone is blocked (1)", "back": "Hop: Browser permission.", "track": "troubleshoot", "source": "Set up your network", "sources": [{"title": "Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CCP shows available and the microphone is blocked (2)", "back": "Cause: The browser never received microphone permission, so the softphone cannot capture audio.", "track": "troubleshoot", "source": "Set up your network", "sources": [{"title": "Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CCP shows available and the microphone is blocked (3)", "back": "Fix: Allow the microphone for the instance origin and reload the CCP.", "track": "troubleshoot", "source": "Set up your network", "sources": [{"title": "Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "CCP shows available and the microphone is blocked (4)", "back": "Capture: Site permission for the microphone.", "track": "troubleshoot", "source": "Set up your network", "sources": [{"title": "Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Midnight callers reach a closed queue that the prompt calls open (1)", "back": "Hop: Hours.", "track": "troubleshoot", "source": "Hours of operation", "sources": [{"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Midnight callers reach a closed queue that the prompt calls open (2)", "back": "Cause: Check hours uses the queue time zone. The tester's laptop zone is irrelevant.", "track": "troubleshoot", "source": "Hours of operation", "sources": [{"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Midnight callers reach a closed queue that the prompt calls open (3)", "back": "Fix: Read the hours object zone and today's override before editing the prompt.", "track": "troubleshoot", "source": "Hours of operation", "sources": [{"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Midnight callers reach a closed queue that the prompt calls open (4)", "back": "Capture: Queue time zone and the branch taken.", "track": "troubleshoot", "source": "Hours of operation", "sources": [{"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "A holiday still follows the weekly hours (1)", "back": "Hop: Override.", "track": "troubleshoot", "source": "Hours of operation", "sources": [{"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "A holiday still follows the weekly hours (2)", "back": "Cause: The override does not include that date, or the quota of 50 overrides hid the one you needed.", "track": "troubleshoot", "source": "Hours of operation", "sources": [{"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "A holiday still follows the weekly hours (3)", "back": "Fix: Open the override for the date and place a test call that the log shows as out of hours.", "track": "troubleshoot", "source": "Hours of operation", "sources": [{"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "A holiday still follows the weekly hours (4)", "back": "Capture: Override list for that date.", "track": "troubleshoot", "source": "Hours of operation", "sources": [{"title": "Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Lex works in its console and errors on the call (1)", "back": "Hop: Lex.", "track": "troubleshoot", "source": "Get customer input", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Lex works in its console and errors on the call (2)", "back": "Cause: The bot alias is not associated with the instance, or the block selects a different alias.", "track": "troubleshoot", "source": "Get customer input", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Lex works in its console and errors on the call (3)", "back": "Fix: Associate the alias, select it on Get customer input, and test speech and DTMF.", "track": "troubleshoot", "source": "Get customer input", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Lex works in its console and errors on the call (4)", "back": "Capture: Alias association and the error branch.", "track": "troubleshoot", "source": "Get customer input", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "The chat widget does not start (1)", "back": "Hop: Chat widget.", "track": "troubleshoot", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "The chat widget does not start (2)", "back": "Cause: The page origin is not allowed for the widget.", "track": "troubleshoot", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "The chat widget does not start (3)", "back": "Fix: Add the origin, then start one chat and read the browser console for the blocked frame.", "track": "troubleshoot", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "The chat widget does not start (4)", "back": "Capture: Page origin against the allow list.", "track": "troubleshoot", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "The CUCM agent has a blank screen pop (1)", "back": "Hop: Transfer.", "track": "troubleshoot", "source": "Transfer to phone number", "sources": [{"title": "Flow block in Connect Customer: Transfer to phone number - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-phone-number.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "The CUCM agent has a blank screen pop (2)", "back": "Cause: Transfer to phone number leaves Connect. Attributes do not ride the PSTN.", "track": "troubleshoot", "source": "Transfer to phone number", "sources": [{"title": "Flow block in Connect Customer: Transfer to phone number - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-phone-number.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "The CUCM agent has a blank screen pop (3)", "back": "Fix: Pop before the transfer, or keep the second leg inside Connect.", "track": "troubleshoot", "source": "Transfer to phone number", "sources": [{"title": "Flow block in Connect Customer: Transfer to phone number - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-phone-number.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "The CUCM agent has a blank screen pop (4)", "back": "Capture: Attributes present before the transfer.", "track": "troubleshoot", "source": "Transfer to phone number", "sources": [{"title": "Flow block in Connect Customer: Transfer to phone number - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-phone-number.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Salesforce pops the wrong person (1)", "back": "Hop: Screen pop.", "track": "troubleshoot", "source": "Salesforce integration", "sources": [{"title": "Embed the Connect Customer Contact Control Panel (CCP) into Salesforce - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/salesforce-integration.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Salesforce pops the wrong person (2)", "back": "Cause: The match used ANI on a number shared by a household.", "track": "troubleshoot", "source": "Salesforce integration", "sources": [{"title": "Embed the Connect Customer Contact Control Panel (CCP) into Salesforce - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/salesforce-integration.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Salesforce pops the wrong person (3)", "back": "Fix: Match the account id collected in the flow, and write that attribute before the queue.", "track": "troubleshoot", "source": "Salesforce integration", "sources": [{"title": "Embed the Connect Customer Contact Control Panel (CCP) into Salesforce - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/salesforce-integration.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Salesforce pops the wrong person (4)", "back": "Capture: Attribute name in the flow and in the layout.", "track": "troubleshoot", "source": "Salesforce integration", "sources": [{"title": "Embed the Connect Customer Contact Control Panel (CCP) into Salesforce - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/salesforce-integration.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "WFM adherence is blank on day one (1)", "back": "Hop: WFM.", "track": "troubleshoot", "source": "Agent event streams", "sources": [{"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "WFM adherence is blank on day one (2)", "back": "Cause: Agent events are missing, statuses are unmapped, or the schedule was never published.", "track": "troubleshoot", "source": "Agent event streams", "sources": [{"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "WFM adherence is blank on day one (3)", "back": "Fix: Confirm one status-change event, the status map, and a published schedule.", "track": "troubleshoot", "source": "Agent event streams", "sources": [{"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "WFM adherence is blank on day one (4)", "back": "Capture: One agent event and the schedule state.", "track": "troubleshoot", "source": "Agent event streams", "sources": [{"title": "Connect Customer agent event streams - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Analytics search returns nothing for a known call (1)", "back": "Hop: Analytics.", "track": "troubleshoot", "source": "Conversational analytics quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Analytics search returns nothing for a known call (2)", "back": "Cause: The recording and analytics block never ran, or the post-contact job is still working.", "track": "troubleshoot", "source": "Conversational analytics quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Analytics search returns nothing for a known call (3)", "back": "Fix: Enable the block, place a call that says a known phrase, then search.", "track": "troubleshoot", "source": "Conversational analytics quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Analytics search returns nothing for a known call (4)", "back": "Capture: Whether the block ran.", "track": "troubleshoot", "source": "Conversational analytics quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "A home agent's 911 address is the headquarters (1)", "back": "Hop: E911.", "track": "troubleshoot", "source": "US emergency calling", "sources": [{"title": "Set up US emergency calling in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-us-emergency-calling.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "A home agent's 911 address is the headquarters (2)", "back": "Cause: The stored profile address was never updated when the agent left the office.", "track": "troubleshoot", "source": "US emergency calling", "sources": [{"title": "Set up US emergency calling in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-us-emergency-calling.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "A home agent's 911 address is the headquarters (3)", "back": "Fix: Validate the current address, store it on that agent's profile, and test with 933.", "track": "troubleshoot", "source": "US emergency calling", "sources": [{"title": "Set up US emergency calling in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-us-emergency-calling.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - 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Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "A failed ContactId has no flow log (2)", "back": "Cause: Set logging behavior is off, or a later block turned it off.", "track": "troubleshoot", "source": "re:Post, flow errors", "sources": [{"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - 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Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "New tasks will not route (3)", "back": "Fix: Finish or expire ACW, and alarm on concurrent tasks.", "track": "troubleshoot", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "New tasks will not route (4)", "back": "Capture: Concurrent tasks including ACW.", "track": "troubleshoot", "source": "Service quotas", "sources": [{"title": "Connect Customer service quotas - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Every agent can play every recording (1)", "back": "Hop: Access.", "track": "troubleshoot", "source": "Security profiles", "sources": [{"title": "List of security profile permissions in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security-profile-list.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Every agent can play every recording (2)", "back": "Cause: The security profile grants recording access to the agent role.", "track": "troubleshoot", "source": "Security profiles", "sources": [{"title": "List of security profile permissions in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security-profile-list.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Every agent can play every recording (3)", "back": "Fix: Split a listener profile from the agent profile and retest with an agent login.", "track": "troubleshoot", "source": "Security profiles", "sources": [{"title": "List of security profile permissions in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security-profile-list.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Every agent can play every recording (4)", "back": "Capture: Security profile permissions.", "track": "troubleshoot", "source": "Security profiles", "sources": [{"title": "List of security profile permissions in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security-profile-list.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Distribute by percentage is being used as skills routing (1)", "back": "Hop: Routing.", "track": "troubleshoot", "source": "Distribute by percentage", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Distribute by percentage is being used as skills routing (2)", "back": "Cause: That block sends a share of contacts down a branch. It does not look at proficiency.", "track": "troubleshoot", "source": "Distribute by percentage", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Distribute by percentage is being used as skills routing (3)", "back": "Fix: Use routing criteria or profile priority. Keep percentage for a measured pilot only.", "track": "troubleshoot", "source": "Distribute by percentage", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}, {"front": "Distribute by percentage is being used as skills routing (4)", "back": "Capture: Which block is splitting traffic.", "track": "troubleshoot", "source": "Distribute by percentage", "sources": [{"title": "Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot contact flow errors in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures", "kind": "community", "last_checked": "2026-10", "status": "verified"}, {"title": "How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html", "kind": "aws", "last_checked": "2026-10", "status": "verified"}, {"title": "RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor", "url": "https://www.rfc-editor.org/info/rfc5766/", "kind": "rfc", "last_checked": "2026-10", "status": "verified", "opened": "https://www.rfc-editor.org/rfc/rfc5766"}, {"title": "WebRTC - Wikipedia", "url": "https://en.wikipedia.org/wiki/WebRTC", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified"}]}]}