ConnectPath Release Notes, April 2025

Supporting Features


Activity Notes can be tied to a specific Contact or to the account in general. In the Contact Details and Activity Details screens you will not have 3 tabs on the left hand side, the Default view is Activity Notes for the specific Contact (Shown with the Contact ID). You can uses the Arrows on the left and right side to Navigate between tabs (Activity notes for the Caller tied to the phone number), and Recent Activity

CS0029675


Time Selector and Display in Tasks now uses AM/PM instead of 24 hour time

CS0030585


Increase the Maximum number of Activity Search records returned from 10,000 to 100,000 records

CS0022232


Additional Support for Task Templates

Support Additional Task field types Support for “Self Assigned” Task Templates CS0031976


Support for Multiple Task Templates (now selectable from a drop down list). When Selecting to create a Task, user will not be presented with a list of Task Templated to choose from


When using Pinpoint SMS integration, add a “Create Char” button to allow the generation of a SMS session with a customer

To enable to the services the configurations in Instance Settings


Enabled Guided Flow Tab Independent of Active Contact: Please note that Agents will be presented with a list of all Contact Flows to select from when using this feature


Add a feature where a screen shared with video calling will fill the entire screen of the agent and customer if video sharing is disabled

CS0031179


Add a feature, where agents with the appropriate permission, may update the disposition of a contact, via activity search, after the contact has ended

CS0015003,CS0030877


Scripts Filtered by Queue Assigned on new email/chat/SMS

CS0026454. Scripts are now being filtered based on the queue associated with the contact


Duplicate Records in Athena Views for CTR records

CS0026399; CS0028821. Deduplication has been added to Athena views. You must redeploy the Athena views to take advantage of this change


Choose the email you want to use to reply/forward

CS0027943. From an E-Mail with multiple parties, you may spin off a new thread with one specific party


Support reply to all for email tasks

CS0029283. An agent may reply-all to an E-Mail and all CC’ed parties will be included


Ability to See outbound emails (no queue assigned) without giving access to all Activity

CS0029435. A new permission has been added to support this capability


Email - CC field is not visible to agents

CS0030598. This is available for use by agents as well as an attribute for routing/reporting purposes


Show Next Status in the Status Bar

CS0030617


Ability to run an API check for Compliance before Initiating an outbound call (pre Whisper Flow)

CS0031018. Added a feature in which a (subscription based) API may be called prior to making an agent initiated outbound call to verify the number may be called


Add additional data for calls to determine reason for them being missed

CS0030067. You may request we enable this in your instance, once enabled voice calls will write Telemetry Data as an attribute, in lieu of the MOS score, which provides additional diagnostic capabilities. Note this counts against the 32K CTR limit imposed by AWS


Rework process to remove users logged in > 12 hours

Users logged in >12 hours (the Amazon Connect limit) will be forcefully logged out of ConnectPath


Suppress attributes in ConnectPath Activity Detail

You may now suppress attributes in activity detail, similar to the model, using the same option under instance settings


Dispositions by Agent Report (Reporting V2)

CS0016043. A new V2 report has been made available for deployment which allows reporting by disposition Ability to Filter data in V2 reporting


A new V2 report has been made available for deployment which allows filtering

Note: To use new reports you must redeploy the Quicksight integration card within your ConnectPath instance, under settings


Add Attribute Direction=Outbound to Agent Created Custom Tasks

Agent initiated Tasks, SMS and E-Mail will have an Attribute added that lists the Direction as Outbound


Remove Volume Control and Device Control from Primary Voice Settings and Primary Task Settings as they dont do anything anymore

As we are now using the native Amazon Connect ringer for phone calls and tasks, we have removed the device and volume control from the primary ringers


Defects


Contact Graph is overstating number of Contacts

CS0029490


Some Activity Records (Failed, rejected, missed, etc.) do not include a Disconnect Reason or System Phone number

CS0030297


Additional logging for scenarios where Guided flows do not load when contact is received


ACGR can sometime produce an error when listing users in Distribution groups

CS0031928


Activity Records take very long to load, or do not load at all

CS0032539, CS0032868


Abandon_Agent and other Similar Status’s are creating a duplicate record as a reject

CS0032885, CS0032923


Some email contacts producing a duplicate activity record for the same contact

CS0032844


CS0031508


Telemetry data not properly populating Contact Attributes when the feature is not enabled


Default Country in personal preferences can sometime get set back to default for the instance

CS0029517


Updates to Back end ConnectPath logging


Default Country Code Selection in Personal Preferences can be reset to the region the Instance is in

CS0029517


CS0031508


Activity Notes for one active contact shows across all active Contacts

CS0031810


Scenario where nothing loads in Instance Details view

CS0032142


Correct a behavior where agent to agent metrics did not update the correct buckets


Correct a behavior where AHT does not match between Connect and Legacy Reports when using a voice filter


Correct a behavior where analysis, transcripts and/or recordings were not available from within ConnectPath


Correct a behavior where contact notes are not filtered

CS0031509


CS0031508


Correct a behavior where secondary audio device cannot be set/tested

CS0031512


Correct an issue where Queue Metrics may not display for customers with many queues, channels and/or metrics being reported, by decreasing pagination from 50 to 25

CS0031621


Display API error messages within DR Admin


Additional error handling has been added to ACGR configurations under settings


Agent to Agent CHAT: Verify Agent Notification End Point is Active (“Welcome Message!!”) upon Login


Corrected a behavior where agent to agent chat notifications and/or message content may not be displayed


Reported Issues with Activity Search not returning expected results or no results

CS0027322, CS0028600 CS0028472. Additional option added to suppress the loading of attributes CS0030351, CS0030507, CS0030516. Hitting Search Twice would return no results


Agent to Agent call metrics revision


Corrected a behavior where agent to agent metrics were incorrectly calculated


Activity Search Record for emails have the “To” and “from” addresses flipped for outbound emails

CS0029673


Activity Search-Emails - unable to Search/filter on Direction Attribute

CS0029674. Initiation Method is used in lieu of Direction and Direction Attribute is now present


Support tab does not allow for scrolling

CS0030331


CS0030281


Resolve Issues reported when with iPad Devices using Chrome IOS with ConnectPath

CS0010951. Corrected a behavior where output device selection worked incorrectly on Chrome on IOS CS0025880. A variety of changes have been made to ConnectPath to support changes made by Amazon Connect that may have resulted in certain agents receiving a disproportionate amount of missed calls CS0030686. In certain conditions the API request to Amazon Connect (for legacy metrics) would fail, resulting in no metrics being displayed on the home screen Corrected a behavior where due to the Chrome on IOS resolution some components became non-responsive


Replication of Resources Failure for ACGR


Additional error handling has been added to ACGR integration cards under settings


Chat Engagement - Smart Replies not working


Smart replies and E-Mail summarization will now use anthropic.claude-3-haiku-20240307-v1:0, please ensure you have subscribed to this model. If you wish to use a different model, please contact us


Historical Reports - Report creation gets stuck on clicking create button


AHT doesn’t match between Connect and ConnectPath (Voice only)


Saving notes in Activity record may not be visible when contact record details

CS0020128. You may request we add a custom index to your DynamoDB table to support faster retrieval of activity notes


Various quality of life changes have been made to the Teams integration


Some Survey results not being displayed in Activity Search Results

CS0031521, CS0031980, CS0032331


Self-assign Task templates are slow to assign back to the agent


Onboarding Fails to complete


Telemetry data not populating in some cases