Posted On: Jun 2, 2022

Amazon Connect now provides a TransferContact API to programmatically transfer tasks to another flow, to an agent queue, or to a shared queue for distribution to an available agent. Amazon Connect Tasks empowers contact center managers to prioritize, assign, track, and automate customer service tasks across the disparate applications used by agents. Using this API, contact center managers can now directly transfer tasks from their custom analytics dashboards for time resolution. You can already dynamically prioritize and assign tasks using Connect Flows based on agent skill set, availability, and information about the task (e.g., type, priority/urgency, category).

To learn more about the TransferContact API, see the API documentation. This API is available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London). To learn more about Amazon Connect Tasks, visit our webpage. To learn more about Amazon Connect, the easy-to-use omnichannel cloud contact center, visit the Amazon Connect website.