Arena for Amazon Connect releases

Arena 0.20.0: Spanish, French, German and Portuguese

Fri, 23 Oct 2026 16:00:00 GMT

The agent panel, console, report and wallboard speak five languages, chosen per browser or per link. • Languages: English, Spanish, French, German and Brazilian Portuguese for every fixed label, button, tile, placeholder, badge and measure across the four pages. A selector in each header; the browser's own language is used until someone chooses; ?lang= forces one for a wallboard link. • Sentences Arena composes around numbers stay in English in this version.

Arena 0.19.0: Your 13 weeks

Sat, 17 Oct 2026 16:00:00 GMT

The agent panel shows each agent's own trend over thirteen weeks beside the team's average. • Your 13 weeks: a line of the agent's week-by-week points, contacts, evaluation average, sentiment, survey score or adherence, with the team's average active agent drawn beside it. Visible to the agent and supervisors; refreshed every ten minutes.

Arena 0.18.0: Personal goals, spot awards and badges

Sun, 11 Oct 2026 16:00:00 GMT

Agents set a goal of their own, supervisors give points for what they saw, and kudos can carry a badge. • My goal: an agent picks a measure (points this week, contacts today, evaluation average, sentiment, survey score or handle time) and a number to beat; the panel shows progress from the same figures as the leaderboard. Only the agent and supervisors see it. • Spot awards: a supervisor gives an agent up to 100 points with a reason from the console's kudos card. On the ledger, on the team feed and in the channel with the supervisor's name; ten a day per supervisor; logged. • Badges on kudos: Lifesaver, Calm under pressure, Team player, Problem solver, Customer champion or Mentor, shown on the feed, the wallboard and the channel message.

Arena 0.17.0: Hear about new versions

Sun, 11 Oct 2026 16:00:00 GMT

The console tells supervisors when a newer Arena exists, and partners and customers can follow releases by feed or email. • Update notice: the supervisor console checks arenaforconnect.com once a day and shows a bar when a newer version exists, with what changed and how to update. Dismiss it until the next version. • Release feed: an RSS feed of the release notes at arenaforconnect.com/releases.xml, for Slack, Teams or any reader. • Email announcements: a subscribe box on the release notes page; each published version's notes go to confirmed subscribers. • The website now says Arena is available on AWS Marketplace, with a subscribe button.

Arena 0.16.0: Any platform in, and the same Arena

Sat, 10 Oct 2026 16:00:00 GMT

An ingest endpoint lets any contact centre platform or middleware feed Arena, and people keep their history when their platform id changes. • Ingest endpoint: create an ingest key from the Data button and send Arena's six canonical events (contacts, evaluations, sentiment, surveys, adherence, state) as JSON from any platform or your own middleware. Validated, deduplicated, up to 500 per call. • Linked ids: in People, link another platform's id to a person so points, streaks, personal bests, coaching and rewards continue under the same record when contacts arrive under the new id. • Provider setting on the stack records which platform feeds it. The Amazon Connect feeds keep working alongside the endpoint, so a centre can run both during a migration. • New help center article: connecting other platforms and switching providers without losing history.

Arena 0.15.0: Arena on your phone

Sat, 10 Oct 2026 16:00:00 GMT

The console, report and panel install as an app from the browser on iPhone and Android, open offline, and lay out for a phone screen. • Installable: Add to Home Screen on iPhone or Install app on Android puts Arena on the phone with its own icon and a full-screen window; shortcuts to the report, panel and wallboard are on the icon's long-press menu. • Offline shell: the pages open without a connection and say when the API cannot be reached; a new version is picked up on the next open. • Phone layout for the console and report: one column, a sideways-scrolling leaderboard, and dialogs that fit the screen.

Arena 0.14.0: Light or dark, your colours, your logo

Sat, 10 Oct 2026 16:00:00 GMT

Everyone picks light or dark for themselves, supervisors set the company name, colours and logo for every page, and wallboards get larger text and high contrast. • Light and dark: a ◐ button in every header switches the agent panel, console, report and wallboard; the choice is remembered per browser and follows the system setting by default. • Brand: a Brand dialog in the console sets the name, accent and highlight colours, and uploads a company logo (PNG, JPEG, SVG or WebP, 300 KB) that appears in every header, wallboards included. Colours adapt to light and dark so text stays readable. • Wallboard display: larger text and high contrast switches, remembered per TV.

Arena 0.13.0: Suggested challenges and spotlights

Sat, 10 Oct 2026 16:00:00 GMT

The console suggests the next challenge from the team's own numbers, and Arena spotlights notable moments itself. • Suggested challenges: up to three chips above the challenge list, each with the reason on hover. Escalations over 5%, evaluation average under 85, low customer sentiment, adherence under 90%, scarce kudos, or a team points target when all is well. Click one and the form opens filled in. • Spotlights: a 95%+ evaluation, day 5, 10, 20 or 50 of a quality streak, or a personal best day is posted to the team's kudos feed, the wallboard ticker and the team's Slack or Teams channel as a spotlight from Arena. No points attached. A spotlights switch in the notifications card turns them off per team.

Arena 0.12.0: People from the console, and your data in your warehouse

Sat, 10 Oct 2026 16:00:00 GMT

Supervisors manage sign-ins from a People button, and per-agent per-day rows flow to a warehouse as nightly files or through a read API with data keys. • People: a button at the top of the console lists everyone in the stack's user pool, adds a person (pick the Connect agent, choose agent or supervisor, optional email for the invitation), changes roles, resets passwords and removes sign-ins. No command line needed. With an external identity provider the console says so. • Warehouse export: with the new DataExport setting enabled, the stack writes yesterday's per-agent rows every night to a private export bucket as newline JSON under days/dt=YYYY-MM-DD/, one file per team, with a manifest. Databricks Auto Loader and Athena read it as-is. • Read API: a Data button in the console mints data keys; a warehouse or BI tool then reads the same rows over HTTPS at /api/data//days?from&to without a sign-in. Keys are shown once, expire after a year and can be revoked. • Signed-in supervisors can read the same rows at /api/export/days.

Arena 0.11.0: Leaderboard opt-out and a security write-up for reviewers

Sat, 10 Oct 2026 16:00:00 GMT

An agent can keep themselves off teammates' boards and wallboards, and the help center now has a full security and architecture write-up for the people who review software before a centre may use it. • Hide me from others: a tick box in the agent panel removes the agent from teammates' leaderboards, wallboards and the standings teammates see. Supervisors still see everyone, marked "hidden" in the console, and the agent still sees themselves. • Security and your data: the help center article is now a complete write-up covering architecture, what is stored, what leaves the account, who sees what, least privilege per function, encryption, retention, deletion and shared responsibility. Linked from every page footer and the pricing FAQ.

Arena 0.10.0: Your own reward catalog, and balances that reset

Sat, 10 Oct 2026 16:00:00 GMT

Supervisors edit the rewards on offer per team, and agents spend from a balance that resets weekly, monthly or quarterly so newcomers can catch up. • Reward catalog: a Catalog button on the console's reward approvals card edits the rewards and their point costs, up to 20 per team, with a one-click return to the default catalog. • Balance period: choose whether spendable balances reset every week, month or quarter. A balance is the points earned in the period minus rewards approved in it. Earned points, levels and leaderboards are unchanged. • The agent panel shows the balance, the period and the reset date, and lists the team's own catalog. • Approving a reward no longer subtracts from the agent's weekly points; it is recorded against their balance instead, so leaderboards show what was earned.

Arena 0.9.0: History on day one, evaluation acknowledgements, and a free trial

Sat, 10 Oct 2026 16:00:00 GMT

A new stack loads the last 90 days from Amazon Connect, agents earn points for acknowledging their evaluations, and the first 30 days are free for up to 25 agents a day. • Backfill: with ConnectInstanceArn set, the stack lists your users so the whole team appears in the console, and loads up to 90 days of contacts handled, handle time and evaluation scores per agent from Connect's historical metrics. Points are what Arena would have scored. Days the stream already covered are left alone, and backfilled days never count toward billing. • Evaluation acknowledgements: 5 points, scaled by the quality weight, when an agent acknowledges their evaluation in Amazon Connect. The stack checks hourly for evaluations submitted in the last 30 days. • Free trial: for 30 days from the first nightly usage report, up to 25 active agents a day are not billed. The full count is still recorded. • The agent's feed names acknowledgement and history lines.

Arena 0.8.0: Scoring profiles per team and a personal-best view

Sat, 10 Oct 2026 16:00:00 GMT

Each team can be scored on its own mix, and an agent can choose to measure against their own record instead of the team. • Per-team scoring profiles: the console's scoring mix card now saves for every team (the default) or for this team only, shows which one applies, and can put a team back on the default. Every event is scored with its team's mix. • Personal-best mode: a tick box above the leaderboard in the agent panel swaps the team board for the agent's own record: today against their best day, this week against their best week, and their average active day. The header shows the percentage of their best day instead of a rank. The choice is saved on the agent's profile. • The agent's points feed names schedule adherence lines with the percentage.

Arena 0.7.0: Schedule adherence, reward budgets, and your own time zone

Sat, 10 Oct 2026 16:00:00 GMT

Adherence from Amazon Connect now earns points, each team can carry a monthly reward budget, and every day in Arena starts at midnight where your centre is. • Schedule adherence: with the new ScheduleAdherence setting enabled, Arena reads yesterday's adherence for every agent from Amazon Connect each night and awards 5 points per hour spent on schedule, weighted by the adherence slider. Agents without a schedule that day get nothing and lose nothing. • Adherence is a measure for races and head-to-heads, shows in each agent's feed with the percentage and hours, and appears as a team average in the results report. • Monthly reward budget per team, set from the Budget button on the console's reward approvals card. An approval that would go over the budget is refused and the request stays pending. The card shows how much of the month is used. • Budget alerts in Slack, Teams and the digest channels at 25%, 50%, 75% and 100% of the month's budget, under the reward requests switch. • Timezone setting: days, weeks and months now start at local midnight for points, streaks, challenge dates, the digest hour and budgets. Before this release everything rolled over at midnight UTC, which cut a US evening shift's work in two. • The streak job now runs hourly and acts once per local day, so streak bonuses arrive after your midnight rather than after UTC midnight.

Arena 0.6.0: Notifications, contest rules, and head-to-head

Sat, 10 Oct 2026 16:00:00 GMT

Arena now reaches the team in Slack, Teams and email, challenges have real rules and prizes, and agents can go head-to-head or team against team. • Slack and Microsoft Teams: kudos, reward requests and decisions, challenge starts and results are posted to a channel per team, set up from the console with a test button. • Daily digest: team points, contacts, evaluation average, sentiment, kudos, the top five, open challenges and what needs attention, at the hour you choose, to Slack, Teams or email. • Agent race: a ranked challenge on one or two weighted measures, with a minimum number of contacts to qualify, prizes for 1st, 2nd and 3rd, the option to hide names until it ends, and a supervisor switch to disqualify or reinstate an agent. • Head-to-head: two agents on one measure, winner takes the reward. Team vs team: your team against another routing profile on one measure. • Challenges are now measured over their whole period, not just today. When one ends its standings are frozen and prizes are paid as points, once, with a line in each winner's feed. • The agent panel shows where you stand in a race and what you would win.

Arena 0.5.0: Tighter access, honest kudos, and discreet wallboards

Fri, 09 Oct 2026 16:00:00 GMT

Agents now see only their own team and their own feed, kudos are capped and cannot be traded, and wallboards can show shortened names. • Agents can read only their own team's leaderboard, challenges, rewards, kudos feed and coaching plans, and only their own points feed. Supervisors keep access to every team. • Kudos are limited per sender per day (five by default), cannot be sent to yourself, and must go to a teammate. An agent receiving far more kudos than the team average is flagged in the console. • A new setting, WallboardNames, shows full names, first name and last initial, or initials only on sign-in-free wallboards. Signed-in pages always show full names. • The database now keeps 35 days of point-in-time backups.

Arena 0.4.0: Quality on every contact, a results report, and coaching

Sat, 03 Oct 2026 16:00:00 GMT

Arena now measures quality on every analysed contact, shows whether things are improving, and turns a flag into an agreed action. • Customer sentiment: each contact analysed by Contact Lens earns points from the customer's overall sentiment. It never deducts points. • Survey scores: post-contact survey answers earn points, read from Connect contact records or sent by an outside survey tool. • New flag for an agent whose customer sentiment stays low across several contacts. • Results report: compares the last 7, 14, 30 or 90 days with the period before, for the team and for each agent, with a daily chart, CSV export and a print layout. • Coaching plans: open a plan from any flag with an agreed action, a follow-up date and a private supervisor note. The agent confirms it in their panel, and the console shows the numbers before and since. • The supervisor console and agent panel show customer sentiment and survey score alongside the evaluation average.

Arena 0.3.0: AWS Marketplace license integration

Tue, 29 Sep 2026 16:00:00 GMT

Arena moved to the current AWS Marketplace integration for software subscriptions. • A subscription is now identified by its AWS Marketplace license, and usage is reported against that license. • Billing unit changed to the active agent-day: one unit for each agent with scored activity on a day. • The registration page passes the license and AWS account to the stack automatically when you launch.

Arena 0.2.0: One-click setup and operations

Sat, 26 Sep 2026 16:00:00 GMT

Arena installs its own pages and looks after itself in production. • Registration page: subscribe on AWS Marketplace and launch Arena into your account from one link. • The stack installs the agent panel, console and wallboard itself. Nothing to upload by hand. • Alarms for ingest errors, the stream falling behind, API errors and failed usage reports, by email if you give an address. • Agent data deletion: remove everything Arena holds about one agent, from the console API or an admin script. • Quality streaks are assessed every night, with a bonus from the second clean day. • Wallboard TV links: a supervisor creates a sign-in-free link for a floor display, valid for 90 days and revocable.

Arena 0.1.0: First release

Wed, 16 Sep 2026 16:00:00 GMT

The leaderboard, console and wallboard on live Amazon Connect data. • Agent panel inside the Connect agent workspace: points, level, streak, badges and the team leaderboard. • Supervisor console: live leaderboard, flags for agents gone quiet, high volume with low quality, and evaluation auto-fails, plus a scoring mix you can tune. • Wallboard for a floor TV. • Scoring from the Connect agent event stream and Contact Lens evaluations. Quality outweighs speed, and an auto-fail removes points no setting can soften. • Challenges measured from Connect data, a reward catalog with supervisor approval, and kudos between teammates. • Sign-in through a user pool created in your account, or your own identity provider. • Everything deploys as one CloudFormation stack into your own AWS account.