Amazon Connect now supports the ability to configure agents with after contact work timeout settings for chat, tasks, emails, and callbacks. After contact work timeouts improve agent efficiency by time-boxing the amount of time each agent can spend doing after contact work for a contact, before being automatically set back to a ready state so they can be offered another contact. You can now enable these settings at the channel level for each agent to further optimize how agents spend their time. For example, you could choose to enable a shorter ACW timeout for emails while maintaining a longer ACW timeout for voice contacts to give agents a cool-down period between phone calls to prepare for the next customer interaction.
Categories: marketing:marchitecture/applications,general:products/aws-govcloud-us,general:products/amazon-connect,marketing:marchitecture/business-productivity
Source: Amazon Web Services
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