Amazon Connect now applies tag-based access controls (TBAC) to routing profile assignments in quick responses. Previously, quick responses configured by administrators with tag-based access controls were available to all agents, regardless of routing profile tags. Administrators can now assign quick responses to specific routing profiles based on their TBAC permissions, giving them the same level of access control they use across other Amazon Connect resources.
Organizations using TBAC to control access to Amazon Connect resources can now apply that same access control to quick response assignments. A compliance team can tag routing profiles by jurisdiction and assign regulatory quick responses, such as region-specific disclosure templates, to matching profiles, ensuring agents see the content most relevant to their role.
This update is available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London). For the full list, see Availability of Amazon Connect features by Region.
To learn more, visit Amazon Connect and see Quick Responses and Tag-based Access Control in the Amazon Connect Administrator Guide.
Categories: marketing:marchitecture/contact-center,general:products/amazon-connect
Source: Amazon Web Services
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