Posted On: Jun 13, 2023

Amazon Connect now provides new contact lifecycle events for callbacks, including when a callback was queued, answered, or disconnected. Contact events can be used to create analytics dashboards to monitor and track contact activity, integrate into workforce management (WFM) solutions to better understand contact center performance, or take follow up actions such as updating your customer databases with a record of the callback attempt. Amazon Connect contact events are published in near real-time via Amazon EventBridge, and can be set up in a couple of clicks by going to the Amazon EventBridge AWS console and creating a new rule.

These new events are available in US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt) and Europe (London). Amazon Connect contact events do not incur additional Amazon Connect charges. You may incur charges for Amazon Eventbridge usage. Please see Amazon EventBridge Pricing for more information. For more information, see our help documentation for real-time contact events. To learn more about Amazon Connect, the easy-to-use cloud contact center, visit the Amazon Connect website.