Amazon Connect Customer lets agents pause and resume emails

Amazon Connect Customer Updates

Amazon Connect Customer now allows agents to pause emails while waiting for information or approvals, enabling them to handle higher-priority contacts and resume their work later. This feature is particularly useful for scenarios where agents need to take incoming calls while waiting for supervisor approvals, such as refund processing.

Paused time is tracked separately from active handling time, providing supervisors with a more accurate view of the time agents spend on emails. Agents can pause and resume emails directly from the Agent Workspace or Contact Control Panel (CCP) and monitor the duration of each pause. Supervisors can also monitor paused emails in real time and use flows to automatically resume or transfer emails that remain paused beyond a configured threshold.

What to do

• Utilize the pause and resume feature to manage email workload more effectively.
• Monitor paused emails and set up flows for automatic actions based on pause duration.

Amazon Connect Customer email pause and resume is available in the following regions: US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London).

Source: AWS release notes

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