Posted On: May 11, 2020

Amazon Connect contact center agents that have completed a call or chat and log out of the latest version of the Contact Control Panel (CCP) will now set to Offline agent status. When your agents log in to the CCP, they can set the agent status to Available to start answering calls or chats. Previously, agents had to change current status (e.g. Available, Custom statuses such as "Lunch", "Break") to Offline before logging out to not receive contacts. 

Automatic offline agent status is available with the latest version of the CCP in all AWS regions where Amazon Connect is offered. There is no additional charge to use this automatic offline agent status feature. To learn more about Amazon Connect, a self-service, omnichannel cloud contact center, please visit the Amazon Connect website.