Posted On: Jul 20, 2023

Amazon Connect Cases now enables agents to easily associate a case with a queue or an individual agent for resolution. Agents can view and filter cases assigned to their queue and managers can directly assign cases to individual agents. Case assignment helps companies’ service and support teams work more efficiently and reduce time to resolve customer questions and issues by clearly tracking case activities and resolution ownership.

For example, when a customer contacts a company with a billing issue, the agent opens a case and assigns it to the billing queue. Then, agents working in that queue can assign the case to themselves, or managers can assign the case to an agent to research the customer’s billing question. Administrators can selectively add the new case assignment fields in case templates, control which queues agents can use to assign cases using routing profiles, and programmatically assign cases using the case block in Connect flows

Amazon Connect Case assignment is available in the following AWS Regions: US East (N. Virginia), US-West (Oregon), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt), and Europe (London).

To learn more about case management and get started, visit the Amazon Connect Cases webpage and documentation.