Amazon Connect launches improved wait time estimates
Amazon Connect now delivers improved estimated wait time metrics for queues and enqueued contacts, empowering organizations. This allows contact centers to set accurate customer expectations, provide convenient options such as callbacks when hold times are extended, and balance workloads effectively across multiple queues. By leveraging the improved estimated wait time metrics, contact centers can make more strategic routing choices across queues while gaining enhanced visibility for better resource planning. For example, a customer calling about billing during peak hours with a 15-minute wait is seamlessly transferred to a cross-trained team with 2-minute availability, getting help faster without repeating their issue. The metric works seamlessly with routing criteria and agent proficiency configurations.
This feature is available in all AWS regions where Amazon Connect is offered. To learn more about estimated wait time see the Amazon Connect Administrator Guide. To learn more about Amazon Connect, the AWS cloud-based contact center, please visit the Amazon Connect website