Amazon Connect Customer now supports the ability to interrupt an agent with a contact, overriding their usual routing configuration in case of urgent or time-sensitive work. For example, an agent may be waiting for a time-sensitive callback on their personal extension, while taking customer service calls in the meantime. When that urgent call comes in, it can now ring the agent even if the agent is currently already on another call, so the agent can decide whether to put the first caller on hold to pick up the callback as well.
You can also use this feature to directly assign certain contacts to a specific agent even though that agent has set themselves to a custom status where they normally could not be offered queued contacts. For example, you may want to ensure that a specific agent cannot take customer service calls while in “Back Office Work” but still allow calls to their personal extension to ring through, improving efficiency for urgent contacts.
This feature is available in all AWS regions where Amazon Connect Customer is offered. To learn more about this feature, see the Amazon Connect Customer Administrator Guide. To learn more about Amazon Connect Customer, the AWS cloud-based contact center, please visit the Amazon Connect Customer website.
Categories: general:products/amazon-connect,marketing:marchitecture/applications
Source: Amazon Web Services
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