Amazon Connect introduced audit logging of agent activity status modifications performed by supervisors through analytics dashboards, capturing details such as user identity, timestamps, and status changes in AWS CloudTrail logs. This provides contact centers with better visibility and traceability around changes like switching agents to break or available states.
CloudTrail logging for these actions is available globally in all supported commercial and GovCloud (US-West) AWS regions. Administrators can enable logging without additional configuration, allowing for clear audit trails that support operational monitoring and compliance requirements in contact center environments.
Source & further reading
Amazon Connect now logs supervisor agent activity status changes to AWS CloudTrail ↗Source published 2026-04-24. This report was prepared with AI assistance from the linked primary-source material. Claims and limitations should be checked against the original announcement or research.