Amazon Connect now supports the ability to configure agents with auto-accept settings for chat, tasks, emails, and callbacks. When auto-accept is enabled, incoming contacts are automatically connected to available agents instead of waiting on the agent to manually accept or reject each contact, ensuring that customers receive timely assistance. Previously, these settings were available only for inbound voice contacts. 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 auto-accept for tasks while keeping auto-accept disabled for voice calls to ensure that the agent is connected to a voice call only once they indicate they are ready.
Categories: marketing:marchitecture/applications,general:products/amazon-connect,marketing:marchitecture/business-productivity,general:products/aws-govcloud-us
Source: Amazon Web Services
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