Product Profile

Amazon Connect Customer

Updated 10d ago

Events Logged2

Activity & Events

Published 13d ago

Managers can identify where customers are waiting and adjust routing criteria to reduce wait times.

Enables supervisors to monitor and optimize how contacts are matched to agents based on agent proficiencies
Allows managers to filter agents by assigned proficiencies and group metrics by routing steps
Introduces tracking for new metrics including the number of contacts queued in a routing step
Allows supervisors to adjust routing criteria when spikes occur to expand agent pools and reduce wait times
Available in all AWS commercial and AWS GovCloud (US-West) regions where Amazon Connect Customer is offered

Published 18d ago

By reducing handoffs between different staff members, customers may experience faster issue resolution.

Allows agents to view and self-assign queued agent-first callbacks alongside emails, tasks, and chats
Enables agents familiar with a customer issue to claim callbacks directly, reducing handoffs and resolution times
Available in all AWS Regions where Amazon Connect Customer is offered

Aug 17, 2026•13d ago

Source: aws.amazon.com

Aug 12, 2026•18d ago

Source: aws.amazon.com