Amazon Connect Customer launches the ability to interrupt an agent with an urgent contact

Amazon Connect Customer Updates

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. This feature ensures that agents can handle critical calls even if they are already engaged in another call or have set a custom status that would typically prevent them from receiving queued contacts.

What to do

• Review your current routing configurations to ensure they accommodate urgent callbacks.
• Update agent statuses and settings to allow for urgent contact interruptions.
• Consult the Amazon Connect Customer Administrator Guide for detailed instructions.

This feature is available in all AWS regions where Amazon Connect Customer is offered.

Source: AWS release notes

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