Release Notes for all 2026 Q3 Updates

All releases listed are deployed to all Symbee Connect 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 / 07 / 09

What's New

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

    • Support for an optional VDIPlatform query-string parameter is added to the Symbee Connect 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 Symbee Connect 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 Symbee Connect User/Agent UI

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

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

    • Previously, when configuring a Customer First campaign using the Email channel within Symbee 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 Symbee Connect 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 Symbee Connect Administration Portal

    • The auto-refresh interval when viewing a QuickSight dashboard from within the Symbee Connect 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. Symbee Connect 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. Symbee Connect 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 Symbee Connect 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 Symbee 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 Symbee Connect Administration Portal.

  8. Symbee Connect 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 Symbee Connect 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 Symbee Connect Administration Portal.
  2. Download and runtime performance improvements to the Symbee Connect User/Agent UI.
  3. Security updates to the Symbee Connect Administration Portal.
  4. Security updates to the Symbee Connect User/Agent UI.
  5. Security updates to the Symbee Connect Customer Facing Chat UI.
  6. Performance updates to the Symbee Connect 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).

  • Symbee Connect 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