Posted On: Jun 18, 2018
Amazon Connect now gives you more options to dynamically route calls to the queue with the shortest wait time for your customers, or to a queue with idle agents to increase agent utilization, using new contact attributes for systems metrics. A contact attribute in Amazon Connect is data about a customer interaction and can be referenced in a contact flow to customize or personalize the experience. You can use these new attributes to determine where to route a particular call based on the queue thresholds you define.
To get started, when you create a contact flow, you can retrieve the metrics about the queues and agents in your contact center using the new Get metrics block. You can use the current working queue, or specify a different queue to retrieve metrics for. Then, you can compare the values of the attributes, which are the metrics retrieved, using a Check contact attributes block, which lets you define a condition to compare to the value of an attribute, and then route the call based on the comparison. For example, you can define a condition that compares the current number of calls in the queue to a numeric value, such as 5. If the current number of calls in the queue is greater than 5, route the call to a different queue. If the number of calls in the queue is less than 5, leave it in the current queue. For the full list of attributes, see the documentation.
These attributes are available in all AWS regions where Amazon Connect is offered. There is no additional charge for using the new attributes, but standard pricing for service usage and associated telephony rates do apply. Please see Amazon Connect Pricing for more information. To learn more about Amazon Connect, a self-service, cloud contact center, please visit the Amazon Connect website.