Amazon Connect provides a refreshed experience for configuring hierarchies on the admin website, giving customers better ways to navigate complex organizational structures quickly and accurately. Hierarchies are a way for customers to organize their agents into teams and groups for reporting purposes (e.g. by department, location, or skill sets). Now customers can visualize their tree structure and find resources using free-text type-ahead search. Because this UI is now powered by public APIs, customers can leverage AWS CloudTrail to log, view and audit all changes to hierarchy groups and structures regardless of who made them or how.
The updated UI with AWS CloudTrail support is available in all AWS Regions where Amazon Connect is offered. For more information, see Viewing Events with CloudTrail event history. To learn more about Amazon Connect, the AWS contact center as a service solution on the cloud, please visit the Amazon Connect website.
Source:: Amazon AWS