Amazon Connect launches after contact work timeout configuration for tasks, chats, and emails
Amazon Connect now supports the ability to configure agents with after contact work timeout settings for chat, tasks, emails, and callbacks. After contact work timeouts improve agent efficiency by time-boxing the amount of time each agent can spend doing after contact work for a contact, before being automatically set back to a ready state so they can be offered another contact. You can now enable these settings at the channel level for each agent to further optimize how agents spend their time. For example, you could choose to enable a shorter ACW timeout for emails while maintaining a longer ACW timeout for voice contacts to give agents a cool-down period between phone calls to prepare for the next customer interaction.
This feature is available in all AWS regions where Amazon Connect is offered. To learn more about this feature, see the Amazon Connect Administrator Guide. To learn more about Amazon Connect, the AWS cloud-based contact center, please visit the Amazon Connect website.