Posted On: Sep 17, 2020
Amazon Connect now provides an API to manage routing profiles in an instance. Using this API, you can programmatically create new routing profiles or update existing routing profiles to adapt to changing traffic patterns in your contact center. For example, you can automatically adjust queue priorities when there are spikes in contact volumes to prioritize contacts with the longest wait times first, and revert to your previous queue priorities when traffic returns to normal. To learn more, see the API reference guide.
The routing profile API is available in all AWS regions where Amazon Connect is offered. There is no charge to use the API. To learn more about Amazon Connect, the AWS contact center as a service solution on the cloud, please visit the Amazon Connect website.