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, | Zendesk to Connect status mapping screen | RELEASED |
ZIRP-248, | 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, | Create Lambda function to handle Zendesk webhook event for status updates | RELEASED |
ZIRP-257, | 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 |