Posted On: Aug 4, 2018

Amazon Connect now enables you to automatically transfer calls from one queue to another in your contact flow. This lets you minimize call wait times in your contact center, adjust to changing call patterns dynamically, or to assign calls to more qualified agents. You can use metrics, such as agent availability or the number of calls in the queue, to determine which queue to route the call to.

To get started, first create a customer queue contact flow. Next, define the conditions for transferring calls using blocks in your contact flow. Finally, use a transfer to queue block in your contact flow to enable calls to automatically transfer to the desired queue For more details, see Using Queue to Queue Transfer.

Queue transfer is available in all AWS regions where Amazon Connect is offered. There is no additional charge aside from standard pricing for service usage and associated telephony rates. To learn more about Amazon Connect, a self-service, cloud contact center, please visit the Amazon Connect website.