Posted On: Aug 14, 2020

Amazon Connect now returns agent to previous status (e.g. Available, Offline, Custom status) after hanging up an outbound call and completing after contact work from the Contact Control Panel (CCP). Previously, agent status was automatically set to Available even if agent had been in a Custom or Offline state before making the outbound call. 

Customers using the Streams API will have no change to their existing behavior. We recommend that you move from contact.complete() (Old API) to contact.clear() (New API), which works for all after-contact work use cases, including clearing voice contacts and supervisor monitoring agents. We will support both old and new APIs in the near future.

This agent status behavior, upon clearing contact, is available with the latest version of the CCP in all AWS regions where Amazon Connect is offered. To learn more about Amazon Connect, the easy-to-use omnichannel cloud contact center, please visit the Amazon Connect website.