Amazon Connect launches after contact work timeout configuration for tasks, chats, and emails

Amazon Connect After Contact Work Timeouts

Amazon Connect now allows agents to configure after contact work (ACW) timeout settings for chat, tasks, emails, and callbacks. This feature improves agent efficiency by limiting the time agents can spend on after contact work for a contact before being set back to a ready state. These settings can be enabled at the channel level for each agent to optimize time management.

For example, you can set a shorter ACW timeout for emails while maintaining a longer timeout for voice contacts, allowing agents to prepare for the next customer interaction.

What to do

• Enable ACW timeout settings at the channel level for each agent.
• Set different timeout durations for different contact types to optimize agent efficiency.

This feature is available in all AWS regions where Amazon Connect is offered. To learn more, see the Amazon Connect Administrator Guide.

Source: AWS release notes

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