Amazon Connect launches monitoring of contacts queued for callback

Amazon Connect Callback Monitoring Feature

Amazon Connect now provides the ability to monitor which contacts are queued for callback. You can search for these contacts and view details such as the customer’s phone number and duration of being queued within the Connect UI and APIs. This feature allows proactive routing to agents and helps businesses identify successfully connected customers to clear them from the callback queue.

What to do

• Search for contacts queued for callback in the Connect UI and APIs.
• View customer details such as phone number and queue duration.
• Proactively route contacts to agents at risk of exceeding callback timelines.
• Identify and clear successfully connected customers from the callback queue.

Source: AWS release notes

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