{ "cards": [ { "front": "Contact", "back": "One interaction: a call, chat, task, or email. A transfer usually creates another contact linked by PreviousContactId and NextContactId.", "source": "Flow language concepts", "track": "foundations", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language-concepts.html" }, { "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.", "source": "Service quotas", "track": "instance", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" }, { "front": "Contact flow", "back": "The visual program a contact runs. The JSON form is the flow language.", "source": "Flow language", "track": "flows", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html" }, { "front": "Flow module", "back": "A published, reusable piece of a flow. Invoke module runs it. Return ends it. Default quota is 200 modules.", "source": "Flow block definitions", "track": "flows", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html" }, { "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.", "source": "Contact attributes", "track": "flows", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/connect-contact-attributes.html" }, { "front": "Customer queue flow", "back": "The interruptible flow that runs while the customer waits, before an agent joins.", "source": "Flow types", "track": "flows", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html" }, { "front": "Whisper flow", "back": "Audio played to one party immediately before the customer and agent are joined.", "source": "Flow types", "track": "flows", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html" }, { "front": "Working queue", "back": "The queue selected by Set working queue. Transfer to queue uses it.", "source": "Transfer to queue", "track": "routing", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-queue.html" }, { "front": "Routing profile", "back": "The list of queues an agent can receive, with channel concurrency, priority, and delay.", "source": "Routing profiles", "track": "routing", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html" }, { "front": "Priority", "back": "A number on a queue inside a routing profile. A lower number is served first.", "source": "Routing profiles", "track": "routing", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html" }, { "front": "Delay", "back": "Seconds a contact must wait before an agent with that profile can receive it.", "source": "Routing profiles", "track": "routing", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html" }, { "front": "Routing criteria", "back": "Ordered steps that tighten or relax who can take the contact. The successor idea to precision-queue steps.", "source": "Set routing criteria", "track": "routing", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html" }, { "front": "Proficiency", "back": "A level on a predefined attribute for an agent. Default quota is 10 proficiencies per agent.", "source": "Service quotas", "track": "routing", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" }, { "front": "Queue", "back": "Where a contact waits. Standard queues hold customers. Agent queues hold transfers to a specific user, 10 contacts each by default.", "source": "Queues", "track": "routing", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.html" }, { "front": "Hours of operation", "back": "The weekly schedule and time zone attached to a queue. Check hours of operation reads it. Overrides cover holidays.", "source": "Hours of operation", "track": "routing", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-hours-operation.html" }, { "front": "Quick connect", "back": "A one-click transfer target: a user, a queue, or an external number.", "source": "Quick connects", "track": "routing", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/quick-connects.html" }, { "front": "DID", "back": "A direct inward dial number. In the US it is carried by one carrier and priced per day plus per minute.", "source": "Voice channel", "track": "telephony", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html" }, { "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.", "source": "Voice channel", "track": "telephony", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html" }, { "front": "UIFN", "back": "Universal International Freephone number. One of the four number types Connect sells, with DID, toll-free, and shared cost.", "source": "Pricing appendix", "track": "telephony", "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" } ], "status": "verified", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/" }, { "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.", "source": "Service quotas", "track": "telephony", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" }, { "front": "CCP", "back": "Contact Control Panel. The browser phone and contact UI the agent uses.", "source": "Set up your network", "track": "workspace", "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. \u00b7 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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html" }, { "front": "Agent workspace", "back": "The fuller desktop around the CCP: profiles, cases, step-by-step views, and third-party apps.", "source": "Agent workspace", "track": "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. \u00b7 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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-workspace.html" }, { "front": "Streams API", "back": "The amazon-connect-streams library. It embeds or replaces the CCP and listens to agent and contact events.", "source": "amazon-connect-streams", "track": "workspace", "sources": [ { "title": "GitHub - amazon-connect/amazon-connect-streams: Amazon Connect Streams - a browser-based contact center integration API, typically with CRM systems. \u00b7 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" } ], "status": "verified", "url": "https://github.com/amazon-connect/amazon-connect-streams" }, { "front": "Softphone media", "back": "The WebRTC audio path. It needs outbound UDP 3478 to the Regional TurnNlb domain.", "source": "How CCP uses WebRTC", "track": "workspace", "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. \u00b7 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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-uses-webrtc.html" }, { "front": "TURN", "back": "The relay used when the browser cannot send media directly. The error text names turn:TurnNlb-....elb.region.amazonaws.com:3478.", "source": "CCP issues", "track": "workspace", "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. \u00b7 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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/common-ccp-issues.html" }, { "front": "Lex V2", "back": "The bot service Get customer input calls. Connect stores intent and slots on the contact.", "source": "Amazon Lex", "track": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html" }, { "front": "Intent", "back": "What Lex thinks the caller wants. The flow branches on it.", "source": "Amazon Lex", "track": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html" }, { "front": "Slot", "back": "A value Lex fills, such as an order id. The flow copies it into an attribute.", "source": "Amazon Lex", "track": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html" }, { "front": "Agent assist", "back": "The 4 Aug 2026 name for the feature previously called Amazon Q in Connect, which itself included Wisdom.", "source": "Connect timeline, 25 Sep 2026", "track": "ai", "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", "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" } ], "status": "verified", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html" }, { "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.", "source": "Connect assistant block", "track": "ai", "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", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html" }, { "front": "Wisdom", "back": "The 2020 preview name for agent search and recommendations. Folded into Amazon Q in Connect on 28 Nov 2023.", "source": "AWS News Blog, 1 Dec 2020", "track": "ai", "sources": [ { "title": "Amazon Connect \u2013 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", "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" } ], "status": "verified", "url": "https://aws.amazon.com/blogs/aws/amazon-connect-smarter-and-more-integrated/" }, { "front": "Connect assistant block", "back": "Associates an AI agents domain with the contact so recommendations can run.", "source": "Flow block definitions", "track": "ai", "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", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html" }, { "front": "Agentic CX", "back": "A block that hands the contact to an Agentic CX Designer application and routes on the exit condition.", "source": "Flow block definitions", "track": "ai", "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", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html" }, { "front": "Live Sync", "back": "The 4 Aug 2026 name for Voice+. Priced at 0.01 USD per minute on top of the channel. Trial through 30 Nov 2026 is not billed.", "source": "Pricing appendix", "track": "ai", "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", "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" } ], "status": "verified", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/" }, { "front": "Conversational analytics", "back": "The 4 Aug 2026 name for Contact Lens: transcripts, sentiment, redaction, summaries, and categories.", "source": "Contact Lens GA, 23 Jul 2020", "track": "analytics", "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": "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": "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" } ], "status": "verified", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/" }, { "front": "Contact Lens", "back": "The former name of conversational analytics. The product page says the function remains.", "source": "Connect timeline, 25 Sep 2026", "track": "analytics", "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" } ], "status": "verified", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html" }, { "front": "Real-time analytics", "back": "Rules on a live contact, announced 1 Dec 2020. Default quota is 300 concurrent real-time analytics calls.", "source": "AWS News Blog, 1 Dec 2020", "track": "analytics", "sources": [ { "title": "Amazon Connect \u2013 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": "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" } ], "status": "verified", "url": "https://aws.amazon.com/blogs/aws/amazon-connect-smarter-and-more-integrated/" }, { "front": "Post-contact summary", "back": "A generated summary after the contact. Preview 28 Nov 2023, generally available 25 Mar 2024.", "source": "Connect timeline, 25 Sep 2026", "track": "analytics", "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" } ], "status": "verified", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html" }, { "front": "Evaluation form", "back": "A quality scorecard. Preview 29 Nov 2022, generally available 26 Apr 2023. Now part of performance evaluations.", "source": "Connect timeline, 25 Sep 2026", "track": "analytics", "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" } ], "status": "verified", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html" }, { "front": "CTR", "back": "Contact trace record. The JSON document for a finished contact, streamed to Kinesis or Firehose.", "source": "re:Post, Kinesis integration", "track": "analytics", "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" } ], "status": "verified", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis" }, { "front": "Agent event stream", "back": "Near real-time Kinesis stream of login, logout, status, and contact join. This is the WFM adherence feed.", "source": "Agent event streams", "track": "analytics", "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html" }, { "front": "Flow log", "back": "A CloudWatch log of each block. Set logging behavior turns it on. The log group is under the instance.", "source": "re:Post, flow errors", "track": "troubleshoot", "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" } ], "status": "verified", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors" }, { "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.", "source": "Lambda block", "track": "lambda", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html" }, { "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.", "source": "Lambda block", "track": "lambda", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html" }, { "front": "String map", "back": "A flat object of string keys and string values. One of the two Lambda response shapes.", "source": "re:Post, flow errors", "track": "lambda", "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" } ], "status": "verified", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors" }, { "front": "Customer Profiles", "back": "The profile store. Connect-generated profiles are priced differently from profiles that contain imported data.", "source": "Pricing appendix", "track": "records", "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" } ], "status": "verified", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/" }, { "front": "Identity resolution", "back": "The rules that merge profile records from CRM, orders, and contacts into one customer.", "source": "Customer Profiles", "track": "records", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-profiles.html" }, { "front": "Case", "back": "A durable issue that can span many contacts. Cases became generally available on 3 Oct 2022.", "source": "Connect timeline, 25 Sep 2026", "track": "records", "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" } ], "status": "verified", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html" }, { "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.", "source": "Service quotas", "track": "records", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" }, { "front": "Security profile", "back": "What a user may do in the admin site and the CCP. Different from an IAM policy.", "source": "Security profiles", "track": "security", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security-profile-list.html" }, { "front": "IAM policy", "back": "What an AWS principal may call. Connect, Profiles, Cases, and agent assist use different IAM prefixes.", "source": "Service authorization, connect", "track": "security", "sources": [ { "title": "Service authorization, connect", "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" } ], "status": "confirm" }, { "front": "Service-linked role", "back": "The role AWS creates so Connect can write to S3, CloudWatch, and other services you name.", "source": "Service-linked role", "track": "security", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/connect-slr.html" }, { "front": "KMS key policy", "back": "The key's own allow list. Recordings stay unreadable if the key does not trust the Connect role.", "source": "Encryption at rest", "track": "security", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/encryption-at-rest.html" }, { "front": "SAML", "back": "The federated sign-in option. The assertion must carry the routing profile, security profile, and role.", "source": "Configure SAML", "track": "security", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html" }, { "front": "IAM Identity Center", "back": "A common identity provider in front of Connect. It still speaks SAML to the instance.", "source": "Configure SAML", "track": "security", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html" }, { "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.", "source": "Set up Global Resiliency", "track": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-connect-global-resiliency.html" }, { "front": "Traffic distribution group", "back": "The object that splits telephony and agent sign-in across the two Regions in 10 percent steps.", "source": "Set up Global Resiliency", "track": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-connect-global-resiliency.html" }, { "front": "Replica instance", "back": "The linked instance created by ReplicateInstance. Flows, users, queues, and profiles are copied. S3 prompts are not.", "source": "Create a replica", "track": "resiliency", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-replica-connect-instance.html" }, { "front": "Connect Customer", "back": "The name used from 28 Apr 2026 for the contact center product previously called Amazon Connect.", "source": "Connect timeline, 25 Sep 2026", "track": "foundations", "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" } ], "status": "verified", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html" }, { "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.", "source": "Pricing appendix", "track": "security", "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" } ], "status": "verified", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/" }, { "front": "Voice ID", "back": "Caller authentication and a fraudster watchlist. New customers stopped 20 May 2025. Support ended 20 May 2026.", "source": "Voice ID end of support", "track": "ai", "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", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazonconnect-voiceid-end-of-support.html" }, { "front": "Outbound campaign", "back": "Proactive voice, SMS, or email. The name replaced high-volume outbound communications on 20 Jun 2022. Voice minutes are 0.045 USD on Connect Customer.", "source": "Pricing appendix", "track": "channels", "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" } ], "status": "verified", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/" }, { "front": "Check call progress", "back": "The block that branches on answering-machine detection. Campaign flows only.", "source": "Flow block definitions", "track": "channels", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html" }, { "front": "Persistent chat", "back": "A chat that can go quiet without holding a concurrent-chat slot the way an abandoned idle chat does.", "source": "Service quotas", "track": "channels", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" }, { "front": "WhatsApp", "back": "A third-party messaging channel counted inside the concurrent chat quota. Connect Customer prices the message at 0.014 USD before delivery fees.", "source": "Service quotas", "track": "channels", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" }, { "front": "Email thread", "back": "Replies within 90 days stay on the same thread. Later replies start a new one.", "source": "Service quotas", "track": "channels", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" }, { "front": "Data table", "back": "Rows the Data Table block can read or write inside a flow. Defaults: 100 tables, 5 primary attributes, 1000 values.", "source": "Service quotas", "track": "flows", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" }, { "front": "Show view", "back": "Renders a step-by-step view in the agent workspace.", "source": "Flow block definitions", "track": "workspace", "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 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. \u00b7 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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html" }, { "front": "External Tool", "back": "Invokes a tool through an Amazon Bedrock AgentCore gateway.", "source": "Flow block definitions", "track": "ai", "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", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html" }, { "front": "Start media streaming", "back": "Sends live customer audio to Kinesis Video Streams for a third-party recorder or bot.", "source": "Flow block definitions", "track": "ecosystem", "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html" }, { "front": "Screen recording", "back": "Records the agent desktop. On the Basic price list it is 0.006 USD per minute.", "source": "Pricing appendix", "track": "ecosystem", "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": "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" } ], "status": "verified", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/" }, { "front": "Forecasting and agent scheduling", "back": "The 4 Aug 2026 name for native WFM: forecast, capacity, schedules, and adherence.", "source": "Forecasting and scheduling", "track": "ecosystem", "sources": [ { "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/forecasting-capacity-planning-scheduling.html" }, { "front": "Schedule adherence", "back": "How closely an agent's actual status matched the published schedule. Native metrics appear after schedules are published. Third-party WFM reads agent events.", "source": "Forecasting and scheduling", "track": "ecosystem", "sources": [ { "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/forecasting-capacity-planning-scheduling.html" }, { "front": "Shrinkage", "back": "The fraction of paid time that is not handling contacts. Erlang staffing divides raw agents by one minus shrinkage.", "source": "Forecasting and scheduling", "track": "routing", "sources": [ { "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/forecasting-capacity-planning-scheduling.html" }, { "front": "Service level", "back": "The share of contacts answered inside a target wait. Queue.Duration on the CTR is the usual clock.", "source": "Metrics", "track": "analytics", "sources": [ { "title": "Metrics", "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" } ], "status": "confirm" }, { "front": "Occupancy", "back": "Handle time plus ACW, divided by signed-in time that was available for work. Agent events supply the clocks.", "source": "Agent event streams", "track": "analytics", "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html" }, { "front": "ACW", "back": "After contact work. The agent is still busy after the customer leaves. It counts in occupancy and in the concurrent task and email quotas.", "source": "Agent event streams", "track": "workspace", "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": "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. \u00b7 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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html" }, { "front": "E911", "back": "US enhanced 911. For a US agent, Connect can send a validated civic address with a direct 911 call from the CCP.", "source": "US emergency calling", "track": "ecosystem", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-us-emergency-calling.html" }, { "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.", "source": "US emergency calling", "track": "ecosystem", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-us-emergency-calling.html" }, { "front": "CivicAddress", "back": "The contact attribute that carries the E911 address as a JSON string. Keys include country, A1, A3, HNO, RD, STS, and PC.", "source": "E911 address format", "track": "ecosystem", "sources": [ { "title": "Format a physical address for E911 to pass to Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/connect-format-physical-address-e911.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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/connect-format-physical-address-e911.html" }, { "front": "ValidateE911Address", "back": "The Amazon Chime API that checks an address against the Master Street Address Guide before you store it.", "source": "Store an agent address", "track": "ecosystem", "sources": [ { "title": "Get and store an agent's validated physical address in your Connect Customer instance - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/get-and-store-agent-address-e911.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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/get-and-store-agent-address-e911.html" }, { "front": "Salesforce CTI Adapter", "back": "A managed package plus a serverless app that embeds the CCP in Salesforce.", "source": "Embed the CCP in Salesforce", "track": "integrations", "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": "Docs | ServiceNow", "url": "https://www.servicenow.com/docs/r/servicenow-platform/integrate-ccc-amazonconnect.html", "kind": "community", "last_checked": "2026-10", "status": "verified" }, { "title": "Streamline employee support with Amazon Connect and Microsoft Teams integration | AWS Contact Center", "url": "https://aws.amazon.com/blogs/contact-center/streamline-employee-support-with-amazon-connect-and-microsoft-teams-integration/", "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. \u00b7 GitHub", "url": "https://github.com/amazon-connect/amazon-connect-streams", "kind": "community", "last_checked": "2026-10", "status": "verified" }, { "title": "Salesforce - Wikipedia", "url": "https://en.wikipedia.org/wiki/Salesforce", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified" }, { "title": "ServiceNow - Wikipedia", "url": "https://en.wikipedia.org/wiki/ServiceNow", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/salesforce-integration.html" }, { "front": "SCC-AC", "back": "Salesforce Contact Center with Amazon Connect. Voice stays on Connect. Messaging can be Connect or Salesforce.", "source": "SCC-AC blog", "track": "integrations", "sources": [ { "title": "Salesforce Contact Center with Amazon Connect: Streamlining omnichannel customer engagement | AWS Contact Center", "url": "https://aws.amazon.com/blogs/contact-center/salesforce-contact-center-with-amazon-connect-streamlining-omnichannel-customer-engagement/", "kind": "aws", "last_checked": "2026-10", "status": "verified" }, { "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": "Docs | ServiceNow", "url": "https://www.servicenow.com/docs/r/servicenow-platform/integrate-ccc-amazonconnect.html", "kind": "community", "last_checked": "2026-10", "status": "verified" }, { "title": "Streamline employee support with Amazon Connect and Microsoft Teams integration | AWS Contact Center", "url": "https://aws.amazon.com/blogs/contact-center/streamline-employee-support-with-amazon-connect-and-microsoft-teams-integration/", "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. \u00b7 GitHub", "url": "https://github.com/amazon-connect/amazon-connect-streams", "kind": "community", "last_checked": "2026-10", "status": "verified" }, { "title": "Salesforce - Wikipedia", "url": "https://en.wikipedia.org/wiki/Salesforce", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified" }, { "title": "ServiceNow - Wikipedia", "url": "https://en.wikipedia.org/wiki/ServiceNow", "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" } ], "status": "verified", "url": "https://aws.amazon.com/blogs/contact-center/salesforce-contact-center-with-amazon-connect-streamlining-omnichannel-customer-engagement/" }, { "front": "ServiceNow Voice", "back": "The ServiceNow integration that imports flows, maps queues to Advanced Work Assignment, and can attach AI voice agents.", "source": "ServiceNow Voice", "track": "integrations", "sources": [ { "title": "Docs | ServiceNow", "url": "https://www.servicenow.com/docs/r/servicenow-platform/integrate-ccc-amazonconnect.html", "kind": "community", "last_checked": "2026-10", "status": "verified" }, { "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": "Streamline employee support with Amazon Connect and Microsoft Teams integration | AWS Contact Center", "url": "https://aws.amazon.com/blogs/contact-center/streamline-employee-support-with-amazon-connect-and-microsoft-teams-integration/", "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. \u00b7 GitHub", "url": "https://github.com/amazon-connect/amazon-connect-streams", "kind": "community", "last_checked": "2026-10", "status": "verified" }, { "title": "Salesforce - Wikipedia", "url": "https://en.wikipedia.org/wiki/Salesforce", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified" }, { "title": "ServiceNow - Wikipedia", "url": "https://en.wikipedia.org/wiki/ServiceNow", "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" } ], "status": "verified", "url": "https://www.servicenow.com/docs/r/servicenow-platform/integrate-ccc-amazonconnect.html" }, { "front": "Teams chat bridge", "back": "A published pattern: a Teams app, Azure Bot Service, API Gateway, Lambda, and StartChatContact. It is chat, not a phone trunk.", "source": "Teams integration blog", "track": "integrations", "sources": [ { "title": "Streamline employee support with Amazon Connect and Microsoft Teams integration | AWS Contact Center", "url": "https://aws.amazon.com/blogs/contact-center/streamline-employee-support-with-amazon-connect-and-microsoft-teams-integration/", "kind": "aws", "last_checked": "2026-10", "status": "verified" }, { "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": "Docs | ServiceNow", "url": "https://www.servicenow.com/docs/r/servicenow-platform/integrate-ccc-amazonconnect.html", "kind": "community", "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. \u00b7 GitHub", "url": "https://github.com/amazon-connect/amazon-connect-streams", "kind": "community", "last_checked": "2026-10", "status": "verified" }, { "title": "Salesforce - Wikipedia", "url": "https://en.wikipedia.org/wiki/Salesforce", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified" }, { "title": "ServiceNow - Wikipedia", "url": "https://en.wikipedia.org/wiki/ServiceNow", "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" } ], "status": "verified", "url": "https://aws.amazon.com/blogs/contact-center/streamline-employee-support-with-amazon-connect-and-microsoft-teams-integration/" }, { "front": "External voice connector", "back": "Analytics on audio that stays on another platform. The appendix lists 0.032 USD per minute and 100 USD per connector per day.", "source": "Pricing appendix", "track": "telephony", "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" } ], "status": "verified", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/" }, { "front": "CloudWatch", "back": "Metrics and flow logs. Alarm at 80 percent of a quota, which is the operations guidance in the email quota note.", "source": "Service quotas", "track": "foundations", "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" }, { "front": "Kinesis Data Streams", "back": "The durable stream for CTRs and agent events when more than one consumer must read them.", "source": "re:Post, Kinesis integration", "track": "foundations", "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" } ], "status": "verified", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis" }, { "front": "Kinesis Data Firehose", "back": "The delivery path into S3. It buffers. Silence for five minutes is the point to check the error prefix.", "source": "re:Post, Kinesis integration", "track": "foundations", "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" } ], "status": "verified", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis" }, { "front": "Kinesis Video Streams", "back": "Live audio for third-party recorders. Start media streaming opens it. Customer and agent audio are separate tracks.", "source": "Live media streaming", "track": "ecosystem", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-voice-streams.html" }, { "front": "EventBridge", "back": "The bus for contact events if you want a rule, not a stream consumer.", "source": "Contact events", "track": "ecosystem", "sources": [ { "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-events.html" }, { "front": "S3 recording object", "back": "The WAV Connect writes when recording is on. Third-party QM tools often import this object plus the CTR.", "source": "Recording behavior", "track": "ecosystem", "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": "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-recording-behavior.html" }, { "front": "Erlang", "back": "The unit of traffic. One Erlang is one hour of call time in one hour. Calls per hour times AHT in hours.", "source": "Forecasting and scheduling", "track": "routing", "sources": [ { "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/forecasting-capacity-planning-scheduling.html" }, { "front": "Erlang C", "back": "The probability a contact waits when there are N agents and A Erlangs, assuming infinite queue and random arrivals.", "source": "Forecasting and scheduling", "track": "routing", "sources": [ { "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/forecasting-capacity-planning-scheduling.html" }, { "front": "AHT", "back": "Average handle time. Talk plus hold plus ACW, unless your report defines it more narrowly. Say which one you used.", "source": "Metrics", "track": "analytics", "sources": [ { "title": "Metrics", "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" } ], "status": "confirm" }, { "front": "Region pair", "back": "The only Regions Global Resiliency links. Osaka is a replica Region for Tokyo, and inbound delivery there can take up to 20 seconds.", "source": "Create a replica", "track": "resiliency", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-replica-connect-instance.html" }, { "front": "Option 1 network allow list", "back": "Domains instead of the whole EC2 and CloudFront IP ranges. Recommended. Test more than 200 calls. An error rate above 2 percent means the proxy may be the problem.", "source": "Set up your network", "track": "workspace", "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. \u00b7 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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html" }, { "front": "Stateless firewall", "back": "Must allow the browser's ephemeral UDP range back in, or media fails even when 3478 is allowed outbound.", "source": "Set up your network", "track": "workspace", "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. \u00b7 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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html" }, { "front": "my.connect.aws", "back": "The current instance domain. awsapps.com is the old domain the docs say is going away.", "source": "Set up your network", "track": "instance", "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/ccp-networking.html" }, { "front": "Concurrent calls quota", "back": "Default 10 active PSTN and WebRTC calls. This is the first capacity gate on a new instance.", "source": "Service quotas", "track": "telephony", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" }, { "front": "Quota lead time", "back": "Small raises can be hours. Large ones can take up to three weeks. A worldwide raise can take months.", "source": "Service quotas", "track": "security", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" }, { "front": "Cloud Practitioner", "back": "The foundational AWS Certification. It covers the shared vocabulary of accounts, Regions, and billing. 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Types are contact, participant, interaction, or flow control.", "source": "Flow language concepts", "track": "flows", "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language-concepts.html" }, { "front": "Error branch", "back": "The path a block takes when it fails. An unconnected error branch ends the contact.", "source": "re:Post, flow errors", "track": "troubleshoot", "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" } ], "status": "verified", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors" }, { "front": "Screen pop", "back": "Opening the customer record when the contact arrives. Connect does this with attributes, Profiles, and a workspace app. It is not a CTI cable.", "source": "Salesforce integration", "track": "ecosystem", "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/salesforce-integration.html" }, { "front": "AppIntegrations", "back": "The account-level service that attaches data and event integrations. Default is 20 data integrations per Region.", "source": "Service quotas", "track": "ecosystem", "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" }, { "front": "Hook", "back": "A supported place to attach the next system: a stream, an event, a block, or a workspace view. Build on a hook instead of scraping the CCP.", "source": "Contact events", "track": "ecosystem", "sources": [ { "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-events.html" }, { "front": "Mind map", "back": "The one-page picture of which system owns telephony, the agent, the record, the score, and the emergency call.", "source": "Security in Connect", "track": "ecosystem", "sources": [ { "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/security.html" }, { "front": "Quality management", "back": "Scoring contacts against a form, coaching from the score, and keeping the recording that proves it.", "source": "Evaluation forms", "track": "ecosystem", "sources": [ { "title": "Evaluation forms", "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": "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" } ], "status": "confirm" }, { "front": "Redaction", "back": "Removing sensitive data from a transcript or recording. Conversational analytics can redact. Confirm the rule before you promise a regulator it is on.", "source": "Contact Lens GA", "track": "analytics", "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": "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": "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" } ], "status": "verified", "url": "https://aws.amazon.com/about-aws/whats-new/2020/07/contact-lens-amazon-connect-now-generally-available/" }, { "front": "Category", "back": "A rules match on words, sentiment, or silence. Supervisors subscribe to categories. They are not intents.", "source": "AWS News Blog, 1 Dec 2020", "track": "analytics", "sources": [ { "title": "Amazon Connect \u2013 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": "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" } ], "status": "verified", "url": "https://aws.amazon.com/blogs/aws/amazon-connect-smarter-and-more-integrated/" }, { "front": "Intraday forecast", "back": "A rest-of-day volume prediction. Native forecasting updates it every 15 minutes.", "source": "Forecasting product page", "track": "ecosystem", "sources": [ { "title": "Workforce Forecasting & Scheduling - Amazon Connect Customer - AWS", "url": "https://aws.amazon.com/products/connect/customer/optimization/", "kind": "aws", "last_checked": "2026-10", "status": "verified", "opened": "https://aws.amazon.com/connect/optimization/" }, { "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" } ], "status": "verified", "url": "https://aws.amazon.com/products/connect/customer/optimization/" }, { "front": "Capacity plan", "back": "How many agents you need for a service level, a handle time, and a shrinkage assumption.", "source": "Forecasting and scheduling", "track": "ecosystem", "sources": [ { "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/forecasting-capacity-planning-scheduling.html" }, { "front": "Time-off rule", "back": "The constraint native scheduling uses when an agent requests leave. It is not the same object as hours of operation.", "source": "Forecasting and scheduling", "track": "ecosystem", "sources": [ { "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/forecasting-capacity-planning-scheduling.html" }, { "front": "Origination number", "back": "The caller ID sent with an outbound or 911 call. Responders can call it back only if that number accepts inbound calls.", "source": "US emergency calling", "track": "ecosystem", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-us-emergency-calling.html" }, { "front": "Master Street Address Guide", "back": "The address database ValidateE911Address checks. A free-typed address is not enough.", "source": "Store an agent address", "track": "ecosystem", "sources": [ { "title": "Get and store an agent's validated physical address in your Connect Customer instance - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/get-and-store-agent-address-e911.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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/get-and-store-agent-address-e911.html" }, { "front": "On-site notification", "back": "The task the 911 whisper flow creates so security or HR knows a 911 call was placed.", "source": "US emergency calling", "track": "ecosystem", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-us-emergency-calling.html" }, { "front": "Dual-run", "back": "Keeping the old platform and Connect both able to receive the number while you compare flows, reports, and failover.", "source": "Global Resiliency", "track": "bridge", "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/setup-connect-global-resiliency.html" }, { "front": "Rollback", "back": "The tested path back to the old platform or the other Region. A port without a rollback date is not a plan.", "source": "Service quotas", "track": "bridge", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" }, { "front": "Get metrics block", "back": "Reads real-time queue and agent metrics into attributes so a flow can branch on them.", "source": "Flow block definitions", "track": "routing", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html" }, { "front": "Interrupt agent", "back": "Offers a contact to a named agent even if that agent is at maximum concurrency or in a custom status.", "source": "Flow block definitions", "track": "routing", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html" }, { "front": "Touchtone buffer", "back": "Lets the caller type ahead. Set Touchtone Buffer Behavior controls it.", "source": "Flow block definitions", "track": "flows", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html" }, { "front": "Distribute by percentage", "back": "Sends a share of contacts down each branch. Use it for a measured pilot, not for skills.", "source": "Flow block definitions", "track": "flows", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html" }, { "front": "Analytics data lake", "back": "Zero-ETL contact data that Athena or QuickSight can query. Previewed 28 Nov 2023.", "source": "Connect timeline, 25 Sep 2026", "track": "analytics", "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" } ], "status": "verified", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html" }, { "front": "GetMetricDataV2", "back": "The metrics API you want for new dashboards. It is the current metrics call, as opposed to the older GetMetricData.", "source": "GetMetricDataV2", "track": "analytics", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html" }, { "front": "Historical metrics", "back": "Interval reports: 15 minutes, 30 minutes, daily, or total. They are not the real-time board.", "source": "Metrics", "track": "analytics", "sources": [ { "title": "Metrics", "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" } ], "status": "confirm" }, { "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.", "source": "Real-time metrics", "track": "analytics", "sources": [ { "title": "Real-time metrics", "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" } ], "status": "confirm" }, { "front": "CloudFormation AWS::Connect::ContactFlow", "back": "A stack resource whose content is flow-language JSON. Use it to move a flow between instances.", "source": "Flow language", "track": "lambda", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/devguide/flow-language.html" }, { "front": "Terraform aws_connect_bot_association", "back": "Attaches a Lex V2 alias to the instance. The flow still has to select that alias.", "source": "Terraform bot association", "track": "lex", "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" } ], "status": "verified", "url": "https://registry.terraform.io/providers/hashicorp/aws/latest/docs/resources/connect_bot_association" }, { "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.", "source": "re:Post, Lambda failures", "track": "lambda", "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" } ], "status": "verified", "url": "https://repost.aws/knowledge-center/connect-lambda-function-failures" }, { "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.", "source": "re:Post, flow errors", "track": "lambda", "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" } ], "status": "verified", "url": "https://repost.aws/knowledge-center/connect-contact-flow-errors" }, { "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.", "source": "Service quotas", "track": "telephony", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" }, { "front": "Shared cost number", "back": "A number type where the caller pays a local share. Sold per day, like DID, toll-free, and UIFN.", "source": "Pricing appendix", "track": "telephony", "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" } ], "status": "verified", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/" }, { "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.", "source": "Pricing appendix", "track": "channels", "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" } ], "status": "verified", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/" }, { "front": "Video connection", "back": "0.015 USD per minute per participant in the appendix, plus the voice charge. Video calling does not support VDI.", "source": "Video networking", "track": "channels", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/videocalling-networking-requirements.html" }, { "front": "Apple Messages for Business", "back": "Counted in the concurrent chat quota with SMS and WhatsApp.", "source": "Service quotas", "track": "channels", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" }, { "front": "Campaign concurrent calls", "back": "Default quota is 0. Until you raise it, campaign calls hear a fast busy.", "source": "Service quotas", "track": "channels", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" }, { "front": "User hierarchy", "back": "Up to five levels of groups for reporting lines. The quota is 500 groups across all levels.", "source": "Service quotas", "track": "workspace", "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. \u00b7 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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" }, { "front": "Agent status", "back": "Available, offline, or a custom status. The quota is 50 statuses and it is not adjustable.", "source": "Service quotas", "track": "workspace", "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. \u00b7 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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" }, { "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.", "source": "Connect timeline, 25 Sep 2026", "track": "workspace", "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. \u00b7 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" } ], "status": "verified", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html" }, { "front": "Step-by-step guide", "back": "A view that tells the agent the next click. Previewed in the workspace on 29 Nov 2022.", "source": "Connect timeline, 25 Sep 2026", "track": "workspace", "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. \u00b7 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" } ], "status": "verified", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html" }, { "front": "Knowledge base", "back": "The content agent assist searches. Default quota is 10 knowledge bases and 5000 content items each.", "source": "Service quotas", "track": "ai", "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", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" }, { "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.", "source": "Agent assist", "track": "ai", "sources": [ { "title": "Agent assist", "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" } ], "status": "confirm" }, { "front": "Fallback intent", "back": "The Lex intent used when nothing else matches. Point it at a person, not at a loop.", "source": "Amazon Lex", "track": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-lex.html" }, { "front": "DTMF", "back": "Keypad tones. Get customer input and Store customer input read them. Lex can also consume them.", "source": "Flow block definitions", "track": "lex", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html" }, { "front": "SSML", "back": "Markup for text-to-speech. Set voice chooses the language and voice the prompt uses.", "source": "Set voice", "track": "flows", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html" }, { "front": "Prompt", "back": "A stored audio file or a TTS string. Default quota is 500 prompts.", "source": "Service quotas", "track": "flows", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html" }, { "front": "Disconnect flow", "back": "Runs after the contact ends. Use it for surveys. Do not use it to keep the caller on the line.", "source": "Set disconnect flow", "track": "flows", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html" }, { "front": "Hold flow", "back": "What the customer hears on hold. Loop prompts is the usual block.", "source": "Flow types", "track": "flows", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html" }, { "front": "Callback", "back": "Set callback number, then a queue callback, so the caller does not wait on the phone. The queue still needs agents.", "source": "Set callback number", "track": "routing", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html" }, { "front": "Queue callback", "back": "A contact that waits without an open media leg, then Connect dials the customer when an agent is free.", "source": "Queue callbacks", "track": "routing", "sources": [ { "title": "Queue callbacks", "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": "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" } ], "status": "confirm" }, { "front": "Transfer to phone number", "back": "Sends the contact to the PSTN. This is how Connect reaches a CUCM route point or a Teams Phone number.", "source": "Transfer to phone number", "track": "bridge", "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-phone-number.html" }, { "front": "Side-by-side", "back": "CUCM or Webex keeps enterprise extensions. Connect keeps the public contact center number. They meet by transfer, not by a shared dial plan.", "source": "Transfer to phone number", "track": "integrations", "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": "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": "Docs | ServiceNow", "url": "https://www.servicenow.com/docs/r/servicenow-platform/integrate-ccc-amazonconnect.html", "kind": "community", "last_checked": "2026-10", "status": "verified" }, { "title": "Streamline employee support with Amazon Connect and Microsoft Teams integration | AWS Contact Center", "url": "https://aws.amazon.com/blogs/contact-center/streamline-employee-support-with-amazon-connect-and-microsoft-teams-integration/", "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. \u00b7 GitHub", "url": "https://github.com/amazon-connect/amazon-connect-streams", "kind": "community", "last_checked": "2026-10", "status": "verified" }, { "title": "Salesforce - Wikipedia", "url": "https://en.wikipedia.org/wiki/Salesforce", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified" }, { "title": "ServiceNow - Wikipedia", "url": "https://en.wikipedia.org/wiki/ServiceNow", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/transfer-to-phone-number.html" }, { "front": "Webex Contact Center", "back": "A competing Cisco CCaaS. It is not a connector you install under Connect. During a move you dual-run numbers.", "source": "Voice channel", "track": "bridge", "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": "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/concepts-telephony.html" }, { "front": "Genesys Architect", "back": "The Genesys flow tool. Map each Architect task to a Connect block. Map in-queue audio to a customer queue flow.", "source": "Flow types", "track": "bridge", "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-contact-flow.html" }, { "front": "Avaya vector", "back": "The Avaya step list. Announcements become Play prompt. Route-to becomes a transfer. Collect becomes Get customer input.", "source": "Flow block definitions", "track": "bridge", "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-block-definitions.html" }, { "front": "Recording bucket policy", "back": "The S3 policy that lets the Connect role put objects. A private bucket with no policy produces a silent missing recording.", "source": "Recording behavior", "track": "ecosystem", "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": "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-recording-behavior.html" }, { "front": "Cross-account KVS", "back": "A third-party recorder in another account needs the stream ARN from the contact event and an IAM role that can read the stream.", "source": "Live media streaming", "track": "ecosystem", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/customer-voice-streams.html" }, { "front": "Adherence feed", "back": "Agent events in, schedule from WFM. The comparison is the adherence number. Without the stream, the WFM tool only has history.", "source": "Agent event streams", "track": "ecosystem", "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 - 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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html" }, { "front": "Shard", "back": "A Kinesis capacity slice. One shard is a common starting point for agent events and is too small when a second consumer appears.", "source": "Agent event streams", "track": "foundations", "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/agent-event-streams.html" }, { "front": "ContactId join", "back": "The key that ties the flow log, the CTR, the recording, the agent event, and the CRM activity. Lose it and the ecosystem cannot be audited.", "source": "re:Post, Kinesis integration", "track": "ecosystem", "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": "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" } ], "status": "verified", "url": "https://repost.aws/knowledge-center/connect-integrate-kinesis" }, { "front": "Future hook", "back": "A supported extension point you can adopt later without rewriting the flow: EventBridge, streams, views, data tables, or External Tool.", "source": "Contact events", "track": "ecosystem", "sources": [ { "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": "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/contact-events.html" }, { "front": "NLX", "back": "The name on the 22 Jun 2026 preview of Agentic CX designer. Generally available 2 Sep 2026.", "source": "Connect timeline, 25 Sep 2026", "track": "ai", "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", "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" } ], "status": "verified", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html" }, { "front": "Nova Sonic", "back": "The speech model named in the 30 Nov 2025 agentic self-service announcement.", "source": "Connect timeline, 25 Sep 2026", "track": "ai", "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", "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" } ], "status": "verified", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html" }, { "front": "Manager assist", "back": "A preview assistant for supervisors asking operational questions in natural language. Announced in preview 10 Mar 2026.", "source": "Connect timeline, 25 Sep 2026", "track": "ai", "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", "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" } ], "status": "verified", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html" }, { "front": "Four solutions", "back": "As of the 28 Apr 2026 AWS News Blog, the Amazon Connect family is Customer, Health, Decisions, and Talent. This campus teaches Customer.", "source": "Connect timeline, 25 Sep 2026", "track": "foundations", "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" } ], "status": "verified", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html" }, { "front": "Health, Decisions, Talent", "back": "The other three solutions in the family. They are not settings inside a contact center instance.", "source": "Connect timeline, 25 Sep 2026", "track": "foundations", "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" } ], "status": "verified", "url": "https://hidekazu-konishi.com/entry/aws_history_and_timeline_amazon_connect.html" }, { "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.", "source": "Pricing appendix", "track": "security", "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" } ], "status": "verified", "url": "https://aws.amazon.com/products/connect/customer/pricing/appendix/" }, { "front": "Predefined attribute", "back": "A name and value you create so routing can test it. connect:Language already exists. A custom name cannot start with aws: or connect:.", "source": "Set up routing based on agent proficiencies", "track": "routing", "sources": [ { "title": "Set up routing in Connect Customer based on agent proficiencies - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/proficiency-routing.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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/proficiency-routing.html" }, { "front": "Routing step", "back": "One requirement inside routing criteria, with a timer. After the timed steps expire, the contact goes to the longest available agent who has the queue.", "source": "Set routing criteria", "track": "routing", "sources": [ { "title": "Flow block in Connect Customer: Set routing criteria - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-routing-criteria.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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-routing-criteria.html" }, { "front": "Preferred agent step", "back": "A routing step that names up to 10 user IDs. The contact stays with those agents until the timer ends, even if they are offline.", "source": "Set routing criteria", "track": "routing", "sources": [ { "title": "Flow block in Connect Customer: Set routing criteria - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-routing-criteria.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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-routing-criteria.html" }, { "front": "Short-term forecast", "back": "A volume and handle-time forecast that updates daily. The forecasting page says to use it for scheduling up to 18 weeks ahead.", "source": "Forecasting", "track": "ecosystem", "sources": [ { "title": "Forecasting in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/forecasting.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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/forecasting.html" }, { "front": "Long-term forecast", "back": "A forecast that updates weekly, on the weekday you created it. The forecasting page says to use it for capacity planning up to 64 weeks ahead.", "source": "Forecasting", "track": "ecosystem", "sources": [ { "title": "Forecasting in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/forecasting.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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/forecasting.html" }, { "front": "Forecast interval", "back": "The 15-minute or 30-minute grain for short-term forecasts and schedules. Set it once, before forecast groups. It cannot be changed.", "source": "Set the forecast and schedule interval", "track": "ecosystem", "sources": [ { "title": "Set the forecast and schedule interval in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-forecast-scheduling-interval.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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/set-forecast-scheduling-interval.html" }, { "front": "Hiring plan", "back": "A capacity plan for long-term full-time equivalents, up to 64 weeks. It needs a long-term forecast and a short-term forecast.", "source": "Capacity planning", "track": "ecosystem", "sources": [ { "title": "Capacity planning in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/capacity-planning.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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/capacity-planning.html" }, { "front": "Scheduling plan", "back": "A capacity plan of headcount by the short-term interval. It needs a published short-term forecast. Plan override is not available.", "source": "Capacity planning", "track": "ecosystem", "sources": [ { "title": "Capacity planning in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/capacity-planning.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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/capacity-planning.html" }, { "front": "Speech analytics", "back": "Conversational analytics on a voice contact. The enable page requires agent and customer call recording.", "source": "Enable conversational analytics", "track": "analytics", "sources": [ { "title": "Enable conversational analytics in Connect Customer conversational analytics - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/enable-analytics.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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/enable-analytics.html" }, { "front": "Evaluation form", "back": "Sections and questions used to score a contact. Answers can be automated from categories or from a model, then the form is activated.", "source": "Create an evaluation form", "track": "analytics", "sources": [ { "title": "Create an evaluation form in Connect Customer - Amazon Connect Customer", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-evaluation-forms.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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/create-evaluation-forms.html" }, { "front": "CTI Adapter", "back": "The Amazon Connect package that places a WebRTC CCP inside Salesforce. The admin guide says to install it in a sandbox first.", "source": "Embed the CCP in Salesforce", "track": "integrations", "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": "Docs | ServiceNow", "url": "https://www.servicenow.com/docs/r/servicenow-platform/integrate-ccc-amazonconnect.html", "kind": "community", "last_checked": "2026-10", "status": "verified" }, { "title": "Streamline employee support with Amazon Connect and Microsoft Teams integration | AWS Contact Center", "url": "https://aws.amazon.com/blogs/contact-center/streamline-employee-support-with-amazon-connect-and-microsoft-teams-integration/", "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. \u00b7 GitHub", "url": "https://github.com/amazon-connect/amazon-connect-streams", "kind": "community", "last_checked": "2026-10", "status": "verified" }, { "title": "Salesforce - Wikipedia", "url": "https://en.wikipedia.org/wiki/Salesforce", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified" }, { "title": "ServiceNow - Wikipedia", "url": "https://en.wikipedia.org/wiki/ServiceNow", "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" } ], "status": "verified", "url": "https://docs.aws.amazon.com/connect/latest/adminguide/salesforce-integration.html" }, { "front": "Flex Salesforce embed", "back": "Twilio's guide for putting the Flex agent UI in Salesforce, or Salesforce inside Flex. It is not an Amazon Connect connector page.", "source": "Integrate Flex with Salesforce", "track": "integrations", "sources": [ { "title": "Integrate Flex with Salesforce", "url": "https://www.twilio.com/docs/flex/admin-guide/integrations/salesforce", "kind": "community", "last_checked": "2026-10", "status": "verified" }, { "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": "Docs | ServiceNow", "url": "https://www.servicenow.com/docs/r/servicenow-platform/integrate-ccc-amazonconnect.html", "kind": "community", "last_checked": "2026-10", "status": "verified" }, { "title": "Streamline employee support with Amazon Connect and Microsoft Teams integration | AWS Contact Center", "url": "https://aws.amazon.com/blogs/contact-center/streamline-employee-support-with-amazon-connect-and-microsoft-teams-integration/", "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. \u00b7 GitHub", "url": "https://github.com/amazon-connect/amazon-connect-streams", "kind": "community", "last_checked": "2026-10", "status": "verified" }, { "title": "Salesforce - Wikipedia", "url": "https://en.wikipedia.org/wiki/Salesforce", "kind": "wikipedia", "last_checked": "2026-10", "status": "verified" }, { "title": "ServiceNow - Wikipedia", "url": "https://en.wikipedia.org/wiki/ServiceNow", "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" } ], "status": "verified", "url": "https://www.twilio.com/docs/flex/admin-guide/integrations/salesforce" } ] }