Release Notes - Amazon Connect Real-Time Adapter v2.3

Overview

Version 2.3 of Amazon Connect Real-time Adapter includes new features, enhancements and bug fixes.

Pipe character - Delimiter to be expected by the adapter when onboarding custom attributes can now be specified in adapter configuration. This removes the limitation that custom attributes always had to be pipe ('|')-delimited.
DailyRestartSchedule - A new configuration “DailyRestartSchedule” has been added that will automatically restart the adapter at configured time. This will resolve memory issues that were caused by .NET dynamic objects.

Removed fields from AgentEvent - AgentStatusDuration and StateDuration fields have been removed from AgentEvent message group.
Logging of exceptions in AgentEvent - Logging of exceptions encountered in AgentEvent message group has been improved. This will differentiate WARNING exceptions from ERROR exceptions. In addition, added more rules into OutOfMemory exception handling in AgentEvent message group.
Conversation and CTR Cache merge - Conversation Cache and CTR Cache has been merged into a single cache.
Agent Look-up retries - Added retries for Agent Look-up and adapter data during adapter load. This will ensure that complete look-up data is available before adapter starts onboarding data.
Removed limit to data’s number of days - The limit to number of days worth of data that the adapter can manually recover has been removed so that the customer can now recover historical data beyond 7 days which was the earlier limit.
Call State - AgentBreakDown field will show Call State even if Agent Status is not Available.

Enhanced CTR Lookup logic to use AgentID when performing lookup. This will fix the issue reported by customers where incorrect names were being attached to CTRs.
During re-indexing, if the adapter cannot find a raw data file, then “Reindex” flag will now be set to FALSE when re-indexing is completed. The fix handles a specific scenario where raw data file does not exist.
Fixed a bug that was causing creation of AgentStateDuration index to fail when AgentEvent index was renamed.
Fixed a bug that was causing erroneous entries in AgentStateDuration index for status changes to NOTRESPONDING.
Fixed a bug that was resulting in wrong calculation of ACW where ACW duration was being calculated till the time state changes to Available again.