Agents can now manually prioritize the next important task, email, or chat in a queue. For example, when a customer calls in to enquire about their previously submitted refund request, an agent can search for any pending tickets related to the case, assign it to themselves, and resolve it immediately.
Supervisors and managers can enable manual assignment by updating agent configuration in routing and security profiles. Agents can then use the new worklist application in their agent workspace to manually assign themselves the next important chat, task, or email.
This feature is available in all commercial regions where Amazon Connect is. To learn more, see our documentation. To learn more about Amazon Connect, the easy-to-use cloud contact center, visit the Amazon Connect website.
Categories: marketing:marchitecture/customer-enablement,general:products/amazon-connect
Source: Amazon Web Services
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