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Release 3.1

TENTATIVE RELEASE DATES - v3.1

Closed Preview: 5th November 2024 (Approx. 10am AEDT / 4th Nov 3pm PST) - This closed preview will be released to select Closed Preview customers for feedback.

Tentative GA Release: 19th November 2024 (Approx. 10am AEDT / 18th Nov 3pm PST) - This release date may be extended should any issues arise during the closed preview period.

We are pleased to announce the release of of Amazon Connect for Zendesk Application v3.1 which is a Feature release.

In this release we have

  • Implemented syncing between Zendesk unified agent status and Connect agent status

This release also includes an upgrade of the underlying amazon-connect-streams library to the latest version (2.14.6).

Highlights

Zendesk to Connect status syncing

Agents can now manage their availability status in one place - Zendesk workspace. Admins can map any Zendesk unified agent status, including any custom status they’ve added to a desired Connect agent status. When an agent (or their supervisor) changes their Zendesk status, their Connect status will update automatically, as per configured mapping between the two.

This works in conjunction with Focus mode, introduced in v3.0.

To make the feature available, the client needs to turn on Omnichannel routing in their Zendesk instance and install a SAR add-on. See instructions here.

Improvements

This release contains the following improvements:

Key

Summary

Status

ZIRP-239,
ZIRP-262

Zendesk to Connect status mapping screen

RELEASED

ZIRP-248,
ZIRP-260,
ZIRP-261

Updates to Focus mode screen and functionality

RELEASED

ZIRP-250, ZIRP-253

Create Lambda functions with backend code to assist with status synchronisation

RELEASED

ZIRP-252,
ZIRP-258

Create Lambda function to handle Zendesk webhook event for status updates

RELEASED

ZIRP-257,
ZIRP-259,
ZIRP-263,
ZIRP-264,
ZIRP-268,
ZIRP-272

Create deployment script and installation Lambda function, ensure proper security and error handling

RELEASED

ZIRP-271

Upgrade amazon-connect-streams library to v2.14.6

RELEASED

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