What is available today.

Every item on this page is wired end to end in the product as of September 2026. Where a capability is partially built, the note says what is there and what is not. Everything else lives on the roadmap.

Interaction recording

Capture every call with its metadata, keep it searchable, and control who can play it back.

Capture

Voice recording on 100 percent of calls. Native Amazon Connect delivery, stereo customer and agent channels.
Screen recording. Browser-based capture with chunked upload and playback synchronized to the call. A Windows desktop client is in development.
PII redaction in transcripts. Redaction classes set per tenant, applied after the call.

Find and replay

Advanced search. Agent, caller, dialed number, queue, durations, score, speech categories, custom fields and full-text transcript, with saved searches.
Unified player. Waveform, transcript, evaluation, coaching and the call journey in one view.
Custom fields and field discovery. Metadata from ACD attributes, speech analytics or manual entry.
Playback access control. Play own, play team or play all, with listen-in written to the audit log.

Quality management

AI evaluation on every call, with the human workflow around it: inboxes, calibration, disputes and coaching.

Evaluation

Form designer. Five question types, maximum points, auto-fail questions, draft and publish with versioning.
Automated evaluation of every call. Each recording is transcribed and scored against the published form with a per-question rationale and evidence timestamps.
Manual evaluation. Human scoring in the same form, alongside the AI result.
AI call summaries. Reason, outcome and action items per call, with tenant style presets and a webhook to your system of record.

Workflow

Evaluation inboxes. Shared and personal work queues built from saved searches, with quotas, claims and take-next.
Calibration. Blind multi-evaluator sessions, reveal and reconcile.
Disputes. Agents raise, supervisors resolve as accepted, rejected or escalated.
Coaching. Sessions placed onto the WFM schedule, acknowledgement tracking, a materials library and auto-fail coaching rules with dry run.

Speech analytics

What customers are calling about, what is heating up, and the call-level evidence behind it.

Analysis

Transcription with diarization. Word-level timings on every recording. English today.
Categories. Phrase-list categories with seeded defaults, AI phrase suggestions, archive and audit.
Inverse categories. Compliance checks that require positive evidence a phrase was said.
Themes and emerging topics. Topic labels normalized and folded, week-over-week deltas, promote a theme to a category.
Sentiment, silence, overtalk. Overall, agent and customer sentiment per call; deterministic silence and overtalk; talk, hold and after-call work from the ACD record.

Insight

Trends dashboards. Daily volume and sentiment, category board, heatmap, topic mix and term table, all exportable to CSV.
Speech-to-quality correlation. A grid of categories against evaluation questions.
Ask your calls. Grounded questions answered from matched transcripts with counted quotas.
Weekly brief. A short narrative built from the week's numbers.
Early warning. Call-reason trends that feed the forecasting page.

Workforce management

Forecasting, scheduling, adherence, requests and intraday in one place, with every number traceable to a run.

Forecasting

Dated forecast runs per queue. Weighted history with recency decay, holidays, overlays and accuracy scoring; Erlang C or A staffing at your service target.
Anomaly detection. Unusual days in the history are flagged before they distort a run.
Natural-language what-if. Describe an event; the AI drafts a scenario you edit, the math produces the staffing.

Scheduling

Deterministic scheduling engine. Shift templates, rotations, flex days, skill coverage with proficiency, queue hopping and time zones.
Scheduling periods and campaigns. Generate a week, a period, or exactly the days and people you pick. Locked weeks are never touched.
Phantom agents and what-if runs. Model hiring or attrition in a sandbox before you publish.
Shift and vacation bidding. Live or collect mode, ordered by seniority, rank or performance.

Adherence and intraday

Real-time adherence. Agent state sampled from the ACD every 30 seconds against the schedule, with an activity catalog and per-brand state mapping.
Intraday views. Fifteen-minute forecast versus actual, net staffing, saved views and live ACD backlog.
Intraday assistant. Recommends voluntary time off, overtime, moves and re-optimization within your rules. You approve or dismiss.

Requests and self-service

One request gate. Time off with configurable types, pools, wait lists, balances with accruals, filing rules, on-behalf requests and approve-all.
Overtime and voluntary time off offers. Consent-first offers with limits.
Agent cockpit. My day, balances, pool calendar and coworker schedules, published view only.

Performance

Scorecards and plans on one KPI catalog, from agent to site.

Measure

Scorecards. Agent and unit scorecards on a 53-KPI catalog, effective-dated targets and five performance bands.
Dashboards. Persona dashboards, custom widget dashboards, named dashboards with role defaults and a comparator.
Agent performance report. Exportable to CSV.

Improve

Performance plans. Objectives, KPI goals, people, windows and states.
KPI coaching alerts. Threshold crossings notify the supervisor with the evidence attached.

Live operations

Every agent in the system, live, on Amazon Connect.

Supervise

Live roster with listen and barge.
Text whisper. A private message to the agent desktop during the call.
Near-live screen view. Fifteen to thirty seconds behind, while the agent's capture page is armed.

Guide

Live transcript. Streaming transcription with a first result in about a tenth of a second.
Tripwires. Phrase alerts that fire from the live transcript, with guidance cards on the agent's active-call page.
Wrap-up to your system of record. The call summary is posted by webhook when the call ends.

Platform and administration

Multi-tenant by design, with the controls an operations team expects.

Identity and access

Roles and permissions. Eight roles, 112 permissions, own, team and everyone scopes.
Organization tree and groups. Sites, departments and teams, with settings and hours of operation resolved down the tree.
OpenID Connect sign-in. Just-in-time provisioning from your identity provider. SAML and multi-factor authentication are in development.

Operations

Feature toggles and SKUs. Nine SKUs and per-tenant toggles managed from a platform license editor.
Audit log. Application audit events plus AWS CloudTrail.
Notifications. In-app and browser notifications for upcoming events, adherence breaches, KPI thresholds, call-reason trends and intraday recommendations.
In-app support. An assistant grounded in product documentation, ticket handoff and a support section inside the app.
Themes. Light, dark and an accessible high-contrast mode.

Amazon Connect is the integrated ACD today. Five9, Genesys Cloud, Cisco Webex Contact Center and Vonage are in development. Voice is the only channel; chat, email and SMS are planned. See the roadmap for dates and detail.