Release Notes for all 2026 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).

2026 / 09 / 10

What's New

  1. New RiseXperience Tasks interaction type is introduced

    • RiseXperience Tasks are designed to provide a simple way to manage and distribute back-office work to your agents, for tasks that need to worked by human agents, and don't necessarily require a direct outreach to a customer by the agent as part of completing the task (or the communication to the customer is performed by the agent through an external system).
    • RiseXperience Tasks do not incur the operational cost of an Amazon Connect Task, but can still be holistically reported on through RiseXperience BI in Amazon Quick Sight.
    • RiseXperience Tasks are managed and delivered through configurable Task Routes, and delivered to Agents via RiseXperience Queues.
    • New tasks can be introduced into a Task Route either via a real-time API, or CSV based intake files manually uploaded through the Administration portal, or periodic CSV based intake files dropped into an associated S3 bucket location as part of an automated process.
    • A new RiseXperience Tasks screen is added to the Channels section of the Administration Portal for administering and maintaining Task Routes.
    • A new RiseXperience Tasks Status screen is added to provide a real-time view of the status of work being serviced through each Task Route along with operational actions allowing work in a Task Route to be imported, suspended, resumed, exported, and purged. Access to these views is controlled through the existing RiseXperience Security Roles, accessed through your Company Configuration menu,
    • The RiseXperience User/Agent UI is updated to support the servicing of the new RiseXperience Task interactions by your agents.
    • Use of the new RiseXperience Task features will require the deployment (or an update to latest) of the RiseXperience Campaigns CloudFormation.

  2. New RiseXperience Campaign Statistics tracking functionality

    • New functionality is added to enable more detailed statistics to be captured (both real-time and historical) for each RiseXperience Campaign.
    • The new functionality is available for both Agent First and Customer First campaigns (and also for the new RiseXperience Task Routes being added in this release).
    • The new statistics tracking functionality requires your RiseXperience Business Intelligence (SCBI) CloudFormation to be updated to the latest version (or Version 10 minimum). The Stats Tracking status discussed below will not be visible unless you have Version 10 or higher of the SCBI CloudFormation stack deployed.
    • A new Stats Tracking column is added to the RiseXperience Campaign listing view in the Administration Portal, to indicate whether Enhanced Statistics Tracking is enabled for each Campaign.
    • By default, if you have the SCBI CloudFormation deployed (at version 10 minimum), any new Campaign will automatically get Enhanced Statistics Tracking enabled during campaign creation. For Campaigns that existed prior to this release, an option is added to the top of each Maintain Campaign view to allow Enhanced Statistics Tracking to be manually enabled on your pre-existing Campaigns (a one-time activity).
    • Related to Enhanced Campaign Statistics, an additional optional Configuration Set Name setting is added to Customer First Email Channel Campaigns. If set, it specifies the AWS Simple Email Service (SES) Configuration Set name to use when outbound emails are sent out via the campaign. You will need to configure this setting if you are using SCBI and want to get Email delivery statistics on your Outbound Customer First Email campaigns. If you don't have or are not currently using an explicit SES Configuration Set already in your SES environment, a default one is available (created in this release), named: sc-campaign-email-default-configset-<environment>-DO-NOT-DELETE.
    • A RiseXperience Campaigns CloudFormation update is required to receive this update.

  3. RiseXperience Business Intelligence (SCBI) Campaign related enhancements

    • New optional data pipelines are added to capture Email delivery statistics from Amazon Simple Email Service (SES) and SMS/Messaging delivery statistics from Amazon End User Messaging (EUM).
    • A new data pipeline is added to provide more enhanced real-time and historical metrics for RiseXperience Campaigns activity to allow more focused Quick Sight Dashboards related to both Agent-First and Customer-First campaign activity.

What's Fixed

  1. Updates to the Interaction Search view in the RiseXperience Administration Portal to address errors encountered, and to better handle long-running searches.

  2. Updates to address an issue where the Amazon Connect Service SearchEmailAddresses API was being invoked more often than needed, creating unneeded API activity on the Amazon Connect instance.

  3. Updates to Amazon-delivered Email interactions in the RiseXperience User/Agent UI, to use the Outbound/From Email Address configured on the Amazon Connect Queue the original inbound email was delivered to the Agent via in Agent Replies (and Forwards), rather than the Email address the customer originally sent the inbound email into.

  4. Updates to address issues related to processing of attachments on Amazon Connect delivered Emails when an external/third-party virus scanner is in use.

What Else

  1. Performance improvements to the initial load of Users listing views in the RiseXperience Administration Portal, for customers with in-depth User Hierarchies defined in their Amazon Connect instance.

  2. Additional diagnostics added to Email handling (both RiseXperience delivered, and Amazon delivered) to aid in troubleshooting email related issues.

  3. The RiseXperience User/Agent UI is updated, for Amazon-delivered email, to show inbound attachments that failed during external virus scan (were previously hidden), but in a different color, to indicate to the Agent the attachment was present but is unavailable due to virus scan failure.

  4. Further performance improvements to the loading of Campaigns list and maintain screens for Agent First Campaigns.

  5. Updating the date/time part of a download filename to be less "odd" from a user perspective, for the download actions in the RiseXperience Administration Portal for Flow Table Content and Users List screen exports.

Feature Integration CloudFormation Updates available

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

  • Interaction Search CloudFormation

    • Updates to the Interaction Search Results Export lambda related to the other Interaction Search updates in this release (see above).

  • RiseXperience Campaigns CloudFormation

    • Updates related to the new Enhanced Campaign Statistics and new RiseXperience Task Routes added in this release.

  • RiseXperience Business Intelligence (SCBI) CloudFormation

    • Updates related to the new new Amazon Simple Email Service (SES) and Amazon End User Messaging (EUM) data pipelines added in this release, and the new Enhanced Campaign Statistics also added in this release.


2026 / 07 / 09

What's New

  1. Virtual Desktop/VDI platform softphone audio optimization is added to RiseXperience User/Agent UI

    • Support for an optional VDIPlatform query-string parameter is added to the RiseXperience User/Agent UI launch URL. For example <your-user-agent-ui-launch-url>?VDIPlatform=CITRIX
    • Use of this query-string parameter is only applicable when the RiseXperience User/Agent UI is being launched in a virtual desktop environment.
    • When the VDIPlatform query-string parameter is present, the associated query-string value provided is passed to the underlying Amazon Connect library to have the softphone audio configuration optimized for the specified VDI environment.
    • At time of release, Amazon Connect has VDI audio optimization support for the following platforms: CITRIX, CITRIX_413, OMNISSA (previously VMware), and AWS_WORKSPACE. If or when AWS adds further support for additional VDI platforms, refer to AWS documentation for additional values to be used with this query-string parameter.

  2. Full support for Amazon Connect Email contacts in the RiseXperience User/Agent UI

    • Email contacts delivered via Amazon Connect Email are now fully supported in the RiseXperience User/Agent UI.
    • The existing Email Composer window and editor in the RiseXperience User/Agent UI remains the same from a user perspective, regardless of whether the Email interaction being serviced by the agent is a RiseXperience delivered Email or an Amazon Connect Email contact.

  3. New Delivery Provider option is added to Customer First Email RiseXperience Campaigns

    • Previously, when configuring a Customer First campaign using the Email channel within RiseXperience Campaigns, all emails sent out would be delivered through Amazon Connect, creating a CTR and incurring the Amazon Connect Email message cost.
    • A new Delivery Provider setting is added for Customer First Email channel campaigns that controls whether Emails are sent through Amazon Connect, or whether they bypass Amazon Connect and get sent out directly via AWS SES (Simple Email Service).

  4. Updates to navigation in the RiseXperience Administration Portal

    • The main Function Menu, previously located in the Administration Portal top main navigation bar has been redesigned to a vertical left-side navigation bar, broken out by function.
    • The Company-wide configuration menu has also been moved to the vertical left-side navigation bar. The Company-wide settings are still initially accessed from your Company button in the top main navigation bar.

  5. Configurable limits for auto-refresh on QuickSight Dashboards viewed within the RiseXperience Administration Portal

    • The auto-refresh interval when viewing a QuickSight dashboard from within the RiseXperience Administration Portal can now be governed using settings on either the Admin Security Role or Admin User level.
    • This is intended for cases where you want to give many users the ability to view "Current Day" real-time dashboards, but you dont want them all setting the refresh interval to 30 seconds, to avoid S3 I/O limitations in large Contact Centers.
    • A new optional QuickSight Dashboard Minimum Refresh Rate setting is added to Administration Security Roles. When set, it specifies the minimum allowed rate (in seconds) a user with that role can set the auto-refresh to.
    • Additionally a new optional QuickSight Dashboard Minimum Refresh Rate setting is also added to the Administration User definition. If set (to a non zero value), this overrides any equivalent limits set by the user's assigned Security Roles.

  6. RiseXperience Business Intelligence (SCBI) CTR based QuickSight dataset enhancements

    • The following new miscellaneous fields are now available in the SCBI CTR based datasets in QuickSight, for use in custom Analysis's and Dashboards:

      • relatedcontactid (sourced directly from the RelatedContactId on the Amazon Connect CTR)
      • customerid (sourced directly from the CustomerId on the CTR)
      • channel_subtype (sourced from connect:SubType in SegmentAttributes on the CTR)
      • contact_direction (sourced from connect:Direction in SegmentAttributes on the CTR)
      • validation_test_type (sourced from connect:ValidationTestType in SegmentAttributes on the CTR)
      • disconnectdetails_disconnect_issue (sourced from DisconnectDetails.PotentialDisconectIssue on the CTR)

    • The following new CTR based datasets fields are also added - sourced from ChatMetrics in the Amazon Connect CTR. These fields are relevant for Amazon Connect Chat based contacts only, and will be empty/null for all other contact types:

      • chatmetrics_contactmetrics_multiparty
      • chatmetrics_contactmetrics_totalmessages
      • chatmetrics_contactmetrics_totalbotmessages
      • chatmetrics_contactmetrics_totalbotmessagelengthinchars
      • chatmetrics_contactmetrics_conversationclosetimeinmillis
      • chatmetrics_contactmetrics_conversationturncount
      • chatmetrics_contactmetrics_agentfirstresponsetimestamp
      • chatmetrics_contactmetrics_agentfirstresponsetimeinmillis
      • chatmetrics_customermetrics_messagessent
      • chatmetrics_customermetrics_totalresponsetimeinmillis
      • chatmetrics_customermetrics_lastmessagetimestamp
      • chatmetrics_agentmetrics_messagessent
      • chatmetrics_agentmetrics_totalresponsetimeinmillis
      • chatmetrics_agentmetrics_lastmessagetimestamp

  7. RiseXperience Business Intelligence (SCBI) enhancements for more flexible support of custom Contact Attributes

    • A new BI Custom Attributes screen is added under Business Intelligence (SCBI) in the Reporting menu within the RiseXperience Administration Portal.
    • This new screen allows you to explicitly declare the names of specific important Contact Attributes in your data you want to be directly exposed on the main SCBI-based CTR, ITR, and AITR datasets in Amazon QuickSight for use in custom Analysis's and Dashboards.
    • After declaring your named Contact Attributes, and using the Deploy action (on the same screen) to get the relevant QuickSight SCBI datasets updated, the named Attributes will appear as new fields in both the direct access (Currently Day) and Spice (Historical) base SCBI datasets deployed in QuickSight.
    • This allows you to avoid making "copies" of the out-the-box SCBI Spice-based datasets and then manually updating them just to get access to your custom Contact Attributes in Spice, and then losing the ability to receive updates on the out-the-box SCBI datasets as AWS or RiseXperience adds new fields and updates formulas in follow-on releases after you make a "copy".
    • Access to the new BI Custom Attributes screen is controlled via your Admin Security Roles configured on the Company menu in your RiseXperience Administration Portal.

  8. RiseXperience Business Intelligence (SCBI) enhancements for capturing and reporting on self-service AI interactions

    • A new generic AI Trace Record (AITR) AWS Glue table, Athena view, and associated Amazon Firehose pipeline is added to the out-the-box SCBI deployment
    • This new pipeline is used to capture summary details of self-service AI segments of interactions to support end-to-end reporting, and track performance of the self-service AI segments of your customer experience.

What's Fixed

  1. Update to the RiseXperience User/Agent UI to correctly display Agent Whisper messages (if enabled and configured in respective chat Amazon Connect Contact Flows) to the agent for Amazon-delivered Chat interactions regardless of whether the agent is configured for Auto-Accept or Manual-Accept for chat contacts in Amazon Connect.

What Else

  1. Download and runtime performance improvements to the RiseXperience Administration Portal.
  2. Download and runtime performance improvements to the RiseXperience User/Agent UI.
  3. Security updates to the RiseXperience Administration Portal.
  4. Security updates to the RiseXperience User/Agent UI.
  5. Security updates to the RiseXperience Customer Facing Chat UI.
  6. Performance updates to the RiseXperience Business Intelligence (SCBI) main CTR based Amazon Athena views used by Amazon QuickSight datasets, to apply the removal of duplicate CTR entries more efficiently.

Feature Integration CloudFormation Updates available

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

  • RiseXperience Business Intelligence (SCBI) CloudFormation

    • Security updates
    • Updates related to the new AITR pipeline (see What's New above)
    • CTR table and view updates for added CTR fields, and performance improvements
    • Updates related to the new BI Custom Attributes functionality (see What's New above)

  • Security hardening updates to deployed IAM Roles and Policies for the following CloudFormations:

    • 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
    • Optimize CloudFormation
    • AWS End User Messaging SMS CloudFormation
    • Symbee Campaigns CloudFormation (previously named Preview Channel)
    • Pause/Resume CloudFormation
    • Data Feeds and Reporting CloudFormation
    • Salesforce CloudFormation
    • Dynamics 365 CloudFormation
    • NetSuite CloudFormation
    • Zendesk CloudFormation
    • Clio CRM CloudFormation
    • Zoho CloudFormation
    • ServiceNow CloudFormation