Release Notes for all 2025 Q3 Updates

All releases listed are deployed to all RiseXperience Regions globally. Each release begins deployment in US Virginia (us-east-1) region first, and then progresses to all other regions globally over the course of approximately 48 hours.

The release dates below mark the date of the release deployment into the first region (us-east-1).

2025 / 07 / 31

What's New

  1. Adding full Video support on WebRTC phone calls into the RiseXperience User/Agent UI

    • The RiseXperience User/Agent UI is updated to fully support video-enabled inbound phone interactions initiated through the Amazon Connect in-app web video calling features.
    • Video support for user's is optional, and enabled through a new Video Enabled setting on the RiseXperience User profile (and related User Templates), located in the Phone Call Optional Features settings under the Voice Channel section of User profiles and templates.
    • When enabled, and a video-capable inbound call is received by the user, a new Video section is added to the Phone interaction panel in the User/Agent UI, which will auto expand once the call is connected with the customer's video embedded within. The video will enlarge appropriately if the user has Expanded Window Width enabled (through their user settings in the toolbar).
    • Options allow the user to turn on/turn off their local Camera, and pop-in/pop-out the video into a separate larger window, useful when the RiseXperience User/Agent UI is running embedded in a CRM window.

  2. New Preferred Speaker, Microphone, and Camera settings added in the RiseXperience User/Agent UI

    • Three additional settings, for Speaker, Microphone, and Camera are added to the Sound and Video section of the user's settings (accessed from the Settings cog on the lower-left Tools bar in the User/Agent UI), allowing the user to select their preferred sound and video devices.

  3. New rule matching criteria options are added to RiseXperience Email Inbound Email Routing Rules

    • A new set of Original To Address matching criteria fields is added to the Inbound Email Routing Rule form in the RiseXperience Administration portal.
    • Existing matching criteria behavior (on From Address, To Address, Subject Line, and Full Content) remains unchanged, although the existing To Address criteria is renamed to Inbound To Address on the form for clarity.
    • The existing Inbound To Address criteria matches on the content of the final "To:" address the email arrives into AWS SES on. The new Original To Address matches against the original "To:" address the customer sent the email into (which may be different than the Inbound To Address, if you are forwarding a public email address into AWS SES).
    • This supports blocking email sent directly to the internal Amazon WorkMail address, and also selectively routing email to different queues using a common Rule Set based on the original To address the customer sent the email to in your external forwarding system (for example, in Microsoft Office 365).
    • The default out-the-box Email Rules Processing Lambda deployed by the RiseXperience Email Channel CloudFormation is updated to support and route on the new matching criteria. A download and update of the Email Channel CloudFormation is required for the new matching criteria to take effect.

What's Fixed

  1. An update in the Administration Portal to address an issue where the Preview and Progressive Campaign Campaign Counts Breakdown by Queue view would sometimes stop refreshing.

  2. Fix to address an intermittent issue in the Preview and Progressive Campaign S3 intake file loading process for REPLACE files, that was occasionally leaving some tasks on the Campaign available for work, when they should have been candidates for Campaign removal as a result of the REPLACE file.

  3. Fix to address an issue with deleting Agent Statuses from Unavailable Reason Groups in the RiseXperience Administration Portal.

What Else

  1. Internal updates to support the upcoming release of Customer First Campaigns.

  2. Performance updates to the Preview and Progressive Campaign Campaign Counts Breakdown by Queue view.

  3. All RiseXperience Feature Integration CloudFormations that deploy Node.js based Lambda's have been updated, migrating Lambda implementations to Node version 22 (see the CloudFormation Updates section below for a full list of which CloudFormations were updated for this). AWS is deprecating the use of the Node 18 and earlier Lambda runtime versions.

  4. The Customer Fusion Info section where Contact Attributes and values are displayed to the user on inbound interactions in the RiseXperience User/Agent UI is updated to expand appropriately when the user has Expanded Window Width enabled (through their user settings in the toolbar).

Feature Integration CloudFormation Updates available

(Refer here for additional guidance on applying our CloudFormation updates).

  • The following CloudFormations have Node based Lambda's that are upgraded to Node.js version 22:

    • Symbee Connect Integration CloudFormation
    • Hours of Operation CloudFormation
    • Flow Controls CloudFormation
    • Amazon Chime CloudFormation
    • Do Not Call CloudFormation
    • Email Channel CloudFormation
    • Voicemail and Direct Dialing CloudFormation
    • Interaction Search CloudFormation
    • Symbee Connect Business Intelligence CloudFormation
    • Salesforce CloudFormation
    • Dynamics 365 CloudFormation
    • ServiceNow CloudFormation
    • Zendesk CloudFormation
    • NetSuite CloudFormation
    • Clio CRM CloudFormation
    • Zoho CloudFormation

  • Amazon Connect Management and Real-time Statistics CloudFormation

    • IAM Policy updates for Amazon Q / Wisdom template list access to support the upcoming release of Customer First campaigns.

  • Email Channel CloudFormation

    • Rules Processing Lambda update to support new Original To: rule criteria