Amazon Connect Customer supports manual assignment of queued agent-first callbacks

Amazon Connect Customer Updates

Amazon Connect Customer now allows agents to view and self-assign queued agent-first callbacks alongside emails, tasks, and chats. This feature enables agents to prioritize work that requires immediate follow-up or for which they already have relevant context. For instance, an agent familiar with a customer’s issue can assign the callback to themselves, avoiding another handoff and helping resolve the issue faster.

This feature is available in all AWS Regions where Amazon Connect Customer is available. To learn more about how to use queued callbacks, refer to our documentation on Access the Worklist app and Set up queued callbacks. For more information about Amazon Connect Customer, visit our product page.

Source: AWS release notes

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