Amazon Connect Customer now lets you set specific capacity limits for different types of Tasks and Emails

Amazon Connect Customer Updates

Amazon Connect Customer now allows contact center managers to set specific capacity limits for different types of work. Previously, concurrency settings were applied at the channel level, treating all contacts the same. Now, managers can classify Task and Email contacts into workload types based on complexity, priority, or business function, each with its own concurrency and interruption rules.

For example, managers can configure agents to handle up to 3 simple, low-effort Tasks concurrently while limiting complex, high-attention Tasks to 1 at a time.

These specific capacity limits for Task and Email channels are available in all AWS commercial and AWS GovCloud (US-West) regions where Amazon Connect Customer is offered.

What to do

• Review and update your contact center settings to classify Task and Email contacts into workload types.
• Configure concurrency and interruption rules for each workload type.
• Monitor agent performance and adjust settings as necessary.

Source: AWS release notes

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