Posted On: Jul 30, 2021

Agents in Amazon Connect can now set their next status while still on a contact, enabling seamless transition from work to offline or lunch. This enables agents to indicate that they are about to go to lunch, and don’t want to be routed new contacts, while finishing up ongoing work. Once the agent has wrapped up any after contact work for their ongoing contacts, they will be automatically transitioned to the status they had selected. 

The new functionality is available in all AWS regions where Amazon Connect is offered. For more information on this feature, please see the release notes and help documentation. There is no additional charge to use this feature. You can find out more about Amazon Connect, the easy to use omnichannel cloud contact center, by visiting the Amazon Connect website.