| Contact | One interaction: a call, chat, task, or email. A transfer usually creates another contact linked by PreviousContactId and NextContactId. | Connect Customer Flow language concepts - Amazon Connect AWS docs. last checked 2026-10 |
| Instance | The Connect container in one Region. It holds users, flows, queues, and numbers. A new account starts at two instances per Region. | Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Contact flow | The visual program a contact runs. The JSON form is the flow language. | Connect Customer Flow language - Amazon Connect AWS docs. last checked 2026-10 |
| Flow module | A published, reusable piece of a flow. Invoke module runs it. Return ends it. Default quota is 200 modules. | Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Contact attribute | A string key and value stored on the contact. Lambda, Lex, and Set contact attributes write them. Screen pop reads them. | Use Connect Customer contact attributes - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Customer queue flow | The interruptible flow that runs while the customer waits, before an agent joins. | Use the flow designer in Connect Customer to create flows - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Whisper flow | Audio played to one party immediately before the customer and agent are joined. | Use the flow designer in Connect Customer to create flows - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Working queue | The queue selected by Set working queue. Transfer to queue uses it. | Flow block in Connect Customer: Transfer to queue - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Routing profile | The list of queues an agent can receive, with channel concurrency, priority, and delay. | How Connect Customer uses routing profiles - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Priority | A number on a queue inside a routing profile. A lower number is served first. | How Connect Customer uses routing profiles - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Delay | Seconds a contact must wait before an agent with that profile can receive it. | How Connect Customer uses routing profiles - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Routing criteria | Ordered steps that tighten or relax who can take the contact. The successor idea to precision-queue steps. | Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Proficiency | A level on a predefined attribute for an agent. Default quota is 10 proficiencies per agent. | Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Queue | Where a contact waits. Standard queues hold customers. Agent queues hold transfers to a specific user, 10 contacts each by default. | Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Hours of operation | The weekly schedule and time zone attached to a queue. Check hours of operation reads it. Overrides cover holidays. | Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Quick connect | A one-click transfer target: a user, a queue, or an external number. | Create quick connects in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| DID | A direct inward dial number. In the US it is carried by one carrier and priced per day plus per minute. | The voice channel in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Toll-free number | A number the caller does not pay long-distance to dial. US toll-free numbers are registered with SOMOS and can use more than one carrier. | The voice channel in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| UIFN | Universal International Freephone number. One of the four number types Connect sells, with DID, toll-free, and shared cost. | Amazon Connect Customer Pricing Appendix - AWS AWS docs. last checked 2026-10 |
| Porting | Moving a number from another carrier onto Connect. The quota page points you at the same Support form used for quota increases. | Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10 |
| CCP | Contact Control Panel. The browser phone and contact UI the agent uses. | Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Agent workspace | The fuller desktop around the CCP: profiles, cases, step-by-step views, and third-party apps. | Customize the Connect Customer agent workspace - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Streams API | The amazon-connect-streams library. It embeds or replaces the CCP and listens to agent and contact events. | GitHub - amazon-connect/amazon-connect-streams: Amazon Connect Streams - a browser-based contact center integration API, typically with CRM systems. ยท GitHub community. last checked 2026-10 |
| Softphone media | The WebRTC audio path. It needs outbound UDP 3478 to the Regional TurnNlb domain. | How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer AWS docs. last checked 2026-10 |
| TURN | The relay used when the browser cannot send media directly. The error text names turn:TurnNlb-....elb.region.amazonaws.com:3478. | Contact Control Panel (CCP) Issues - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Lex V2 | The bot service Get customer input calls. Connect stores intent and slots on the contact. | Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Intent | What Lex thinks the caller wants. The flow branches on it. | Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Slot | A value Lex fills, such as an order id. The flow copies it into an attribute. | Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Agent assist | The 4 Aug 2026 name for the feature previously called Amazon Q in Connect, which itself included Wisdom. | AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko community. last checked 2026-10 |
| Amazon Q in Connect | The 2023 name for generative assistance. The admin guide renamed it agent assist on 4 Aug 2026. IAM still shows the wisdom prefix. | Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Wisdom | The 2020 preview name for agent search and recommendations. Folded into Amazon Q in Connect on 28 Nov 2023. | Amazon Connect โ Now Smarter and More Integrated With Third-Party Tools | AWS News Blog AWS docs. last checked 2026-10 |
| Connect assistant block | Associates an AI agents domain with the contact so recommendations can run. | Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Agentic CX | A block that hands the contact to an Agentic CX Designer application and routes on the exit condition. | Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Live Sync | The 4 Aug 2026 name for Voice+. Priced at 0.01 USD per minute on top of the channel. Trial through 30 Nov 2026 is not billed. | Amazon Connect Customer Pricing Appendix - AWS AWS docs. last checked 2026-10 |
| Conversational analytics | The 4 Aug 2026 name for Contact Lens: transcripts, sentiment, redaction, summaries, and categories. | Contact Lens for Amazon Connect is now generally available - AWS AWS docs. last checked 2026-10 |
| Contact Lens | The former name of conversational analytics. The product page says the function remains. | AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko community. last checked 2026-10 |
| Real-time analytics | Rules on a live contact, announced 1 Dec 2020. Default quota is 300 concurrent real-time analytics calls. | Amazon Connect โ Now Smarter and More Integrated With Third-Party Tools | AWS News Blog AWS docs. last checked 2026-10 |
| Post-contact summary | A generated summary after the contact. Preview 28 Nov 2023, generally available 25 Mar 2024. | AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko community. last checked 2026-10 |
| Evaluation form | A quality scorecard. Preview 29 Nov 2022, generally available 26 Apr 2023. Now part of performance evaluations. | AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko community. last checked 2026-10 |
| CTR | Contact trace record. The JSON document for a finished contact, streamed to Kinesis or Firehose. | Integrate Amazon Connect with Amazon Kinesis | AWS re:Post community. last checked 2026-10 |
| Agent event stream | Near real-time Kinesis stream of login, logout, status, and contact join. This is the WFM adherence feed. | Connect Customer agent event streams - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Flow log | A CloudWatch log of each block. Set logging behavior turns it on. The log group is under the instance. | Troubleshoot contact flow errors in Amazon Connect | AWS re:Post community. last checked 2026-10 |
| Lambda synchronous timeout | At most 8 seconds. The function's own timeout can be longer. The flow still takes the Error or Timeout branch at 8 seconds. | Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Lambda asynchronous mode | The flow continues without waiting. You can wait up to 60 seconds with a Wait block. A sequence of Lambda calls must finish within 20 seconds. | Flow block in Connect Customer: AWS Lambda function - Amazon Connect Customer AWS docs. last checked 2026-10 |
| String map | A flat object of string keys and string values. One of the two Lambda response shapes. | Troubleshoot contact flow errors in Amazon Connect | AWS re:Post community. last checked 2026-10 |
| Customer Profiles | The profile store. Connect-generated profiles are priced differently from profiles that contain imported data. | Amazon Connect Customer Pricing Appendix - AWS AWS docs. last checked 2026-10 |
| Identity resolution | The rules that merge profile records from CRM, orders, and contacts into one customer. | Use Connect Customer Customer Profiles - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Case | A durable issue that can span many contacts. Cases became generally available on 3 Oct 2022. | AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko community. last checked 2026-10 |
| Task | A unit of work with no live media. Default concurrent quota is 2500. Tasks can be scheduled up to 90 days ahead. | Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Security profile | What a user may do in the admin site and the CCP. Different from an IAM policy. | List of security profile permissions in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| IAM policy | What an AWS principal may call. Connect, Profiles, Cases, and agent assist use different IAM prefixes. | confirm Service authorization, connect. AWS docs. last checked 2026-10. Opened 2026-10. The link opened the Service Authorization Reference home, not the Connect action list. |
| Service-linked role | The role AWS creates so Connect can write to S3, CloudWatch, and other services you name. | Use service-linked roles and role permissions for Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| KMS key policy | The key's own allow list. Recordings stay unreadable if the key does not trust the Connect role. | Encryption at rest in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| SAML | The federated sign-in option. The assertion must carry the routing profile, security profile, and role. | Configure SAML with IAM for Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| IAM Identity Center | A common identity provider in front of Connect. It still speaks SAML to the instance. | Configure SAML with IAM for Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Global Resiliency | The supported multi-Region design. Pairs are us-east-1 with us-west-2, eu-central-1 with eu-west-2, and ap-northeast-1 with ap-northeast-3. | Set up Connect Customer Global Resiliency - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Traffic distribution group | The object that splits telephony and agent sign-in across the two Regions in 10 percent steps. | Set up Connect Customer Global Resiliency - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Replica instance | The linked instance created by ReplicateInstance. Flows, users, queues, and profiles are copied. S3 prompts are not. | Create a replica of your existing Connect Customer instance - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Connect Customer | The name used from 28 Apr 2026 for the contact center product previously called Amazon Connect. | AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko community. last checked 2026-10 |
| Connect Customer Basic | The form of the product that does not include every Connect Customer feature. Voice on this form is listed at 0.018 USD per minute plus telephony. | Amazon Connect Customer Pricing Appendix - AWS AWS docs. last checked 2026-10 |
| Voice ID | Caller authentication and a fraudster watchlist. New customers stopped 20 May 2025. Support ended 20 May 2026. | Amazon Connect Customer Voice ID end of support - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Outbound campaign | Proactive voice, SMS, or email. The name replaced high-volume outbound communications on 20 Jun 2022. Voice minutes are 0.045 USD on Connect Customer. | Amazon Connect Customer Pricing Appendix - AWS AWS docs. last checked 2026-10 |
| Check call progress | The block that branches on answering-machine detection. Campaign flows only. | Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Persistent chat | A chat that can go quiet without holding a concurrent-chat slot the way an abandoned idle chat does. | Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10 |
| WhatsApp | A third-party messaging channel counted inside the concurrent chat quota. Connect Customer prices the message at 0.014 USD before delivery fees. | Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Email thread | Replies within 90 days stay on the same thread. Later replies start a new one. | Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Data table | Rows the Data Table block can read or write inside a flow. Defaults: 100 tables, 5 primary attributes, 1000 values. | Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Show view | Renders a step-by-step view in the agent workspace. | Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| External Tool | Invokes a tool through an Amazon Bedrock AgentCore gateway. | Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Start media streaming | Sends live customer audio to Kinesis Video Streams for a third-party recorder or bot. | Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Screen recording | Records the agent desktop. On the Basic price list it is 0.006 USD per minute. | Amazon Connect Customer Pricing Appendix - AWS AWS docs. last checked 2026-10 |
| Forecasting and agent scheduling | The 4 Aug 2026 name for native WFM: forecast, capacity, schedules, and adherence. | Forecasting & agent scheduling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Schedule adherence | How closely an agent's actual status matched the published schedule. Native metrics appear after schedules are published. Third-party WFM reads agent events. | Forecasting & agent scheduling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Shrinkage | The fraction of paid time that is not handling contacts. Erlang staffing divides raw agents by one minus shrinkage. | Forecasting & agent scheduling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Service level | The share of contacts answered inside a target wait. Queue.Duration on the CTR is the usual clock. | confirm Metrics. AWS docs. last checked 2026-10. Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home. |
| Occupancy | Handle time plus ACW, divided by signed-in time that was available for work. Agent events supply the clocks. | Connect Customer agent event streams - Amazon Connect Customer AWS docs. last checked 2026-10 |
| ACW | After contact work. The agent is still busy after the customer leaves. It counts in occupancy and in the concurrent task and email quotas. | Connect Customer agent event streams - Amazon Connect Customer AWS docs. last checked 2026-10 |
| E911 | US enhanced 911. For a US agent, Connect can send a validated civic address with a direct 911 call from the CCP. | Set up US emergency calling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| 933 | The test number that reads back the originating number and the address. Use it instead of a real 911 test. A non-emergency 911 call is described as a 100 USD penalty. | Set up US emergency calling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| CivicAddress | The contact attribute that carries the E911 address as a JSON string. Keys include country, A1, A3, HNO, RD, STS, and PC. | Format a physical address for E911 to pass to Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| ValidateE911Address | The Amazon Chime API that checks an address against the Master Street Address Guide before you store it. | Get and store an agent's validated physical address in your Connect Customer instance - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Salesforce CTI Adapter | A managed package plus a serverless app that embeds the CCP in Salesforce. | Embed the Connect Customer Contact Control Panel (CCP) into Salesforce - Amazon Connect Customer AWS docs. last checked 2026-10 |
| SCC-AC | Salesforce Contact Center with Amazon Connect. Voice stays on Connect. Messaging can be Connect or Salesforce. | Salesforce Contact Center with Amazon Connect: Streamlining omnichannel customer engagement | AWS Contact Center AWS docs. last checked 2026-10 |
| ServiceNow Voice | The ServiceNow integration that imports flows, maps queues to Advanced Work Assignment, and can attach AI voice agents. | Docs | ServiceNow community. last checked 2026-10 |
| Teams chat bridge | A published pattern: a Teams app, Azure Bot Service, API Gateway, Lambda, and StartChatContact. It is chat, not a phone trunk. | Streamline employee support with Amazon Connect and Microsoft Teams integration | AWS Contact Center AWS docs. last checked 2026-10 |
| External voice connector | Analytics on audio that stays on another platform. The appendix lists 0.032 USD per minute and 100 USD per connector per day. | Amazon Connect Customer Pricing Appendix - AWS AWS docs. last checked 2026-10 |
| CloudWatch | Metrics and flow logs. Alarm at 80 percent of a quota, which is the operations guidance in the email quota note. | Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Kinesis Data Streams | The durable stream for CTRs and agent events when more than one consumer must read them. | Integrate Amazon Connect with Amazon Kinesis | AWS re:Post community. last checked 2026-10 |
| Kinesis Data Firehose | The delivery path into S3. It buffers. Silence for five minutes is the point to check the error prefix. | Integrate Amazon Connect with Amazon Kinesis | AWS re:Post community. last checked 2026-10 |
| Kinesis Video Streams | Live audio for third-party recorders. Start media streaming opens it. Customer and agent audio are separate tracks. | Set up live media streaming of customer audio in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| EventBridge | The bus for contact events if you want a rule, not a stream consumer. | Connect Customer contact events - Amazon Connect Customer AWS docs. last checked 2026-10 |
| S3 recording object | The WAV Connect writes when recording is on. Third-party QM tools often import this object plus the CTR. | Flow block in Connect Customer: Set recording and analytics behavior - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Erlang | The unit of traffic. One Erlang is one hour of call time in one hour. Calls per hour times AHT in hours. | Forecasting & agent scheduling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Erlang C | The probability a contact waits when there are N agents and A Erlangs, assuming infinite queue and random arrivals. | Forecasting & agent scheduling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| AHT | Average handle time. Talk plus hold plus ACW, unless your report defines it more narrowly. Say which one you used. | confirm Metrics. AWS docs. last checked 2026-10. Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home. |
| Region pair | The only Regions Global Resiliency links. Osaka is a replica Region for Tokyo, and inbound delivery there can take up to 20 seconds. | Create a replica of your existing Connect Customer instance - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Option 1 network allow list | 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. | Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Stateless firewall | Must allow the browser's ephemeral UDP range back in, or media fails even when 3478 is allowed outbound. | Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer AWS docs. last checked 2026-10 |
| my.connect.aws | The current instance domain. awsapps.com is the old domain the docs say is going away. | Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Concurrent calls quota | Default 10 active PSTN and WebRTC calls. This is the first capacity gate on a new instance. | Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Quota lead time | Small raises can be hours. Large ones can take up to three weeks. A worldwide raise can take months. | Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Cloud Practitioner | The foundational AWS Certification. It covers the shared vocabulary of accounts, Regions, and billing. It is not a Connect exam. | AWS Certification - Validate AWS Cloud Skills - Get AWS Certified AWS docs. last checked 2026-10 |
| Solutions Architect - Associate | The associate exam that best matches the AWS services a Connect design uses. | AWS Certification - Validate AWS Cloud Skills - Get AWS Certified AWS docs. last checked 2026-10 |
| Communications Specialist badge | A Skill Builder and Credly badge. Pass mark is 80 percent. It is not an AWS Certification exam. | Elevating Amazon Connect digital enablement with learning plans and badges | AWS Contact Center AWS docs. last checked 2026-10 |
| Advanced Networking - Specialty | The networking specialty exam. Last day to take it is 31 December 2026. | AWS Certified Advanced Networking Specialty Certification | AWS Certification | AWS AWS docs. last checked 2026-10 |
| Calling search space | CUCM's list of partitions a phone may dial. The Connect cousin is a routing profile, and they do not configure each other. | How Connect Customer uses routing profiles - Amazon Connect Customer AWS docs. last checked 2026-10 |
| CSQ | A UCCX contact service queue. Map it to a Connect queue, not to a routing profile. | Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Precision queue | A UCCE queue with attribute steps. Map the steps to routing criteria, not to one flat skill group. | Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Finesse | The Cisco agent desktop. The Connect cousins are the CCP, the agent workspace, and a Streams application. | GitHub - amazon-connect/amazon-connect-streams: Amazon Connect Streams - a browser-based contact center integration API, typically with CRM systems. ยท GitHub community. last checked 2026-10 |
| CUIC | Cisco Unified Intelligence Center. The Connect cousins are real-time metrics, historical metrics, and the CTR. | confirm Metrics. AWS docs. last checked 2026-10. Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home. |
| VDN | An Avaya vector directory number. Map it to a phone number plus the flow that number starts. | The voice channel in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Partition | CUCM's dial-plan bucket. Connect has no partitions. Numbers are claimed, ported, or reached with Transfer to phone number. | The voice channel in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Shared responsibility | AWS runs the Region, the softphone service, and the multi-tenant platform. You run flows, IAM, keys, numbers, quotas, and the agent network. | Security in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Flow language action | One JSON step. Types are contact, participant, interaction, or flow control. | Connect Customer Flow language concepts - Amazon Connect AWS docs. last checked 2026-10 |
| Error branch | The path a block takes when it fails. An unconnected error branch ends the contact. | Troubleshoot contact flow errors in Amazon Connect | AWS re:Post community. last checked 2026-10 |
| Screen pop | Opening the customer record when the contact arrives. Connect does this with attributes, Profiles, and a workspace app. It is not a CTI cable. | Embed the Connect Customer Contact Control Panel (CCP) into Salesforce - Amazon Connect Customer AWS docs. last checked 2026-10 |
| AppIntegrations | The account-level service that attaches data and event integrations. Default is 20 data integrations per Region. | Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Hook | 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. | Connect Customer contact events - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Mind map | The one-page picture of which system owns telephony, the agent, the record, the score, and the emergency call. | Security in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Quality management | Scoring contacts against a form, coaching from the score, and keeping the recording that proves it. | confirm Evaluation forms. AWS docs. last checked 2026-10. Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home. |
| Redaction | Removing sensitive data from a transcript or recording. Conversational analytics can redact. Confirm the rule before you promise a regulator it is on. | Contact Lens for Amazon Connect is now generally available - AWS AWS docs. last checked 2026-10 |
| Category | A rules match on words, sentiment, or silence. Supervisors subscribe to categories. They are not intents. | Amazon Connect โ Now Smarter and More Integrated With Third-Party Tools | AWS News Blog AWS docs. last checked 2026-10 |
| Intraday forecast | A rest-of-day volume prediction. Native forecasting updates it every 15 minutes. | Workforce Forecasting & Scheduling - Amazon Connect Customer - AWS AWS docs. last checked 2026-10 |
| Capacity plan | How many agents you need for a service level, a handle time, and a shrinkage assumption. | Forecasting & agent scheduling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Time-off rule | The constraint native scheduling uses when an agent requests leave. It is not the same object as hours of operation. | Forecasting & agent scheduling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Origination number | The caller ID sent with an outbound or 911 call. Responders can call it back only if that number accepts inbound calls. | Set up US emergency calling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Master Street Address Guide | The address database ValidateE911Address checks. A free-typed address is not enough. | Get and store an agent's validated physical address in your Connect Customer instance - Amazon Connect Customer AWS docs. last checked 2026-10 |
| On-site notification | The task the 911 whisper flow creates so security or HR knows a 911 call was placed. | Set up US emergency calling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Dual-run | Keeping the old platform and Connect both able to receive the number while you compare flows, reports, and failover. | Set up Connect Customer Global Resiliency - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Rollback | The tested path back to the old platform or the other Region. A port without a rollback date is not a plan. | Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Get metrics block | Reads real-time queue and agent metrics into attributes so a flow can branch on them. | Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Interrupt agent | Offers a contact to a named agent even if that agent is at maximum concurrency or in a custom status. | Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Touchtone buffer | Lets the caller type ahead. Set Touchtone Buffer Behavior controls it. | Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Distribute by percentage | Sends a share of contacts down each branch. Use it for a measured pilot, not for skills. | Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Analytics data lake | Zero-ETL contact data that Athena or QuickSight can query. Previewed 28 Nov 2023. | AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko community. last checked 2026-10 |
| GetMetricDataV2 | The metrics API you want for new dashboards. It is the current metrics call, as opposed to the older GetMetricData. | GetMetricDataV2 - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Historical metrics | Interval reports: 15 minutes, 30 minutes, daily, or total. They are not the real-time board. | confirm Metrics. AWS docs. last checked 2026-10. Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home. |
| Real-time metrics | The live agent, queue, and routing-profile board. It is eventually consistent. Do not use it as a per-call audit. | confirm Real-time metrics. AWS docs. last checked 2026-10. Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home. |
| CloudFormation AWS::Connect::ContactFlow | A stack resource whose content is flow-language JSON. Use it to move a flow between instances. | Connect Customer Flow language - Amazon Connect AWS docs. last checked 2026-10 |
| Terraform aws_connect_bot_association | Attaches a Lex V2 alias to the instance. The flow still has to select that alias. | Terraform Registry: connect_bot_association community. last checked 2026-10 |
| Resource policy | 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. | Troubleshoot Lambda function failures in Amazon Connect | AWS re:Post community. last checked 2026-10 |
| 32 KB response | 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. | Troubleshoot contact flow errors in Amazon Connect | AWS re:Post community. last checked 2026-10 |
| Claimed number | A number Connect hosts. The default quota is 10 per instance, and the first claim can still fail until Support clears it. | Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Shared cost number | A number type where the caller pays a local share. Sold per day, like DID, toll-free, and UIFN. | Amazon Connect Customer Pricing Appendix - AWS AWS docs. last checked 2026-10 |
| In-app calling | Voice from a web or mobile widget. Audio is an extra 0.010 USD per minute on top of the voice service charge. | Amazon Connect Customer Pricing Appendix - AWS AWS docs. last checked 2026-10 |
| Video connection | 0.015 USD per minute per participant in the appendix, plus the voice charge. Video calling does not support VDI. | Agent workstation requirements for app, web, and video calling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Apple Messages for Business | Counted in the concurrent chat quota with SMS and WhatsApp. | Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Campaign concurrent calls | Default quota is 0. Until you raise it, campaign calls hear a fast busy. | Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10 |
| User hierarchy | Up to five levels of groups for reporting lines. The quota is 500 groups across all levels. | Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Agent status | Available, offline, or a custom status. The quota is 50 statuses and it is not adjustable. | Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10 |
| After contact work timeout | How long ACW may last. Per-channel auto-accept and ACW timeouts were called out in the February 2026 document history. | AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko community. last checked 2026-10 |
| Step-by-step guide | A view that tells the agent the next click. Previewed in the workspace on 29 Nov 2022. | AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko community. last checked 2026-10 |
| Knowledge base | The content agent assist searches. Default quota is 10 knowledge bases and 5000 content items each. | Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Guardrail | 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. | confirm Agent assist. AWS docs. last checked 2026-10. Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home. |
| Fallback intent | The Lex intent used when nothing else matches. Point it at a person, not at a loop. | Add an Amazon Lex bot to Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| DTMF | Keypad tones. Get customer input and Store customer input read them. Lex can also consume them. | Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| SSML | Markup for text-to-speech. Set voice chooses the language and voice the prompt uses. | Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Prompt | A stored audio file or a TTS string. Default quota is 500 prompts. | Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Disconnect flow | Runs after the contact ends. Use it for surveys. Do not use it to keep the caller on the line. | Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Hold flow | What the customer hears on hold. Loop prompts is the usual block. | Use the flow designer in Connect Customer to create flows - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Callback | Set callback number, then a queue callback, so the caller does not wait on the phone. The queue still needs agents. | Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Queue callback | A contact that waits without an open media leg, then Connect dials the customer when an agent is free. | confirm Queue callbacks. AWS docs. last checked 2026-10. Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home. |
| Transfer to phone number | Sends the contact to the PSTN. This is how Connect reaches a CUCM route point or a Teams Phone number. | Flow block in Connect Customer: Transfer to phone number - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Side-by-side | CUCM or Webex keeps enterprise extensions. Connect keeps the public contact center number. They meet by transfer, not by a shared dial plan. | Flow block in Connect Customer: Transfer to phone number - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Webex Contact Center | A competing Cisco CCaaS. It is not a connector you install under Connect. During a move you dual-run numbers. | The voice channel in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Genesys Architect | The Genesys flow tool. Map each Architect task to a Connect block. Map in-queue audio to a customer queue flow. | Use the flow designer in Connect Customer to create flows - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Avaya vector | The Avaya step list. Announcements become Play prompt. Route-to becomes a transfer. Collect becomes Get customer input. | Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Recording bucket policy | The S3 policy that lets the Connect role put objects. A private bucket with no policy produces a silent missing recording. | Flow block in Connect Customer: Set recording and analytics behavior - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Cross-account KVS | A third-party recorder in another account needs the stream ARN from the contact event and an IAM role that can read the stream. | Set up live media streaming of customer audio in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Adherence feed | Agent events in, schedule from WFM. The comparison is the adherence number. Without the stream, the WFM tool only has history. | Connect Customer agent event streams - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Shard | A Kinesis capacity slice. One shard is a common starting point for agent events and is too small when a second consumer appears. | Connect Customer agent event streams - Amazon Connect Customer AWS docs. last checked 2026-10 |
| ContactId join | 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. | Integrate Amazon Connect with Amazon Kinesis | AWS re:Post community. last checked 2026-10 |
| Future hook | A supported extension point you can adopt later without rewriting the flow: EventBridge, streams, views, data tables, or External Tool. | Connect Customer contact events - Amazon Connect Customer AWS docs. last checked 2026-10 |
| NLX | The name on the 22 Jun 2026 preview of Agentic CX designer. Generally available 2 Sep 2026. | AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko community. last checked 2026-10 |
| Nova Sonic | The speech model named in the 30 Nov 2025 agentic self-service announcement. | AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko community. last checked 2026-10 |
| Manager assist | A preview assistant for supervisors asking operational questions in natural language. Announced in preview 10 Mar 2026. | AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko community. last checked 2026-10 |
| Four solutions | As of the 28 Apr 2026 AWS News Blog, the Amazon Connect family is Customer, Health, Decisions, and Talent. This campus teaches Customer. | AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko community. last checked 2026-10 |
| Health, Decisions, Talent | The other three solutions in the family. They are not settings inside a contact center instance. | AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko community. last checked 2026-10 |
| Estimate | 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. | Amazon Connect Customer Pricing Appendix - AWS AWS docs. last checked 2026-10 |
| Predefined attribute | A name and value you create so routing can test it. connect:Language already exists. A custom name cannot start with aws: or connect:. | Set up routing in Connect Customer based on agent proficiencies - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Routing step | 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. | Flow block in Connect Customer: Set routing criteria - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Preferred agent step | 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. | Flow block in Connect Customer: Set routing criteria - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Short-term forecast | A volume and handle-time forecast that updates daily. The forecasting page says to use it for scheduling up to 18 weeks ahead. | Forecasting in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Long-term forecast | 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. | Forecasting in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Forecast interval | The 15-minute or 30-minute grain for short-term forecasts and schedules. Set it once, before forecast groups. It cannot be changed. | Set the forecast and schedule interval in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Hiring plan | A capacity plan for long-term full-time equivalents, up to 64 weeks. It needs a long-term forecast and a short-term forecast. | Capacity planning in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Scheduling plan | A capacity plan of headcount by the short-term interval. It needs a published short-term forecast. Plan override is not available. | Capacity planning in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Speech analytics | Conversational analytics on a voice contact. The enable page requires agent and customer call recording. | Enable conversational analytics in Connect Customer conversational analytics - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Evaluation form | Sections and questions used to score a contact. Answers can be automated from categories or from a model, then the form is activated. | Create an evaluation form in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10 |
| CTI Adapter | The Amazon Connect package that places a WebRTC CCP inside Salesforce. The admin guide says to install it in a sandbox first. | Embed the Connect Customer Contact Control Panel (CCP) into Salesforce - Amazon Connect Customer AWS docs. last checked 2026-10 |
| Flex Salesforce embed | Twilio's guide for putting the Flex agent UI in Salesforce, or Salesforce inside Flex. It is not an Amazon Connect connector page. | Integrate Flex with Salesforce community. last checked 2026-10 |