Amazon Connect call simulation

Amazon Connect call simulation capabilities let customers to simulate their contact center experiences, including self-service interactions and post-contact activities such as automated surveys. With minimal configuration within Amazon Connect, customers can set up and run automated tests using the new visual test configuration experience. The test designer allows users to specify which experiences to observe, what attributes to assert and validate when the test reaches the expected interaction, and whether the validation of the experience passes or fails.

After test execution, customers can review a summary of the results, highlighting where the tests deviated from the expected path or outcome of the interaction. This allows them to identify areas where changes in their contact flow are needed to ensure the desired experience is achieved. These call simulation capabilities empower customers to rapidly validate changes to their workflows and confidently deploy new experiences, adapting to their ever-changing business needs.

Customers can create these configurations through the user interface using the new visual call simulation designer or via programmatic APIs. This section explains the different UI components that facilitate the use of the Connect’s call simulation capabilities.