Amazon Connect Tasks

Resolve issues quickly and improve agent productivity by prioritizing, tracking, managing, and automating contact center agent tasks

Amazon Connect Tasks makes it easier to prioritize, track, route, and automate contact center agent tasks, improving agent productivity and ensuring customer issues are quickly resolved. Today, agents struggle to determine the priority of work and have to track their tasks and customer follow-up items manually. Manual tracking is time consuming and error prone, especially when tasks span multiple systems such as customer relationship management (CRM), ecommerce, and ticketing systems. Amazon Connect Tasks allows your agents to create and complete tasks in the same user interface where they take calls and chats. Managers can also use workflows to automate tasks that don’t require agent interaction. This results in improved agent productivity, leading to faster resolution of customer issues.

Getting Started with Amazon Connect Tasks | Amazon Web Services (7:02)

Prioritize and distribute work across disparate applications

Amazon Connect Tasks enables contact centers to intelligently route work to the right agents. Managers can automatically prioritize tasks based on priorities such as time to completion or critical operating needs and match them to agents with the required skills and expertise in real time. Relevant information from external applications can be automatically appended to tasks, providing agents with full context to efficiently complete customer requests without toggling between applications.

Prioritize and distribute work across disparate applications

Automate agent tasks and repetitive workflows

Amazon Connect Tasks allows managers to streamline workflows by automating repetitive processes and connecting data across different applications. With Amazon Connect Tasks, managers can set up automated workflows to handle common customer service tasks like collecting information, validating data, and escalating issues. By reducing repetitive manual work, Amazon Connect Tasks enables agents to focus on delivering personalized customer experiences with increased efficiency and consistency.

Automate agent tasks and repetitive workflows

Consolidate all agent work in one interface

Boost agent productivity with the Amazon Connect unified agent workspace. The single interface consolidates all work items so agents can complete tasks efficiently. Task Templates allow easy configuration of common tasks like taking payments or booking appointments. Build templates once then launch ready-made tasks to agents as needed. Agents can see task names, attributes, and helpful links in one place without having to hunt across systems to find the next important item to work on.

Consolidate all agent work in one interface

Track and monitor agent work

Empower your managers with visibility into agent work to drive efficiency. Real-time and historical dashboards track key metrics like task assignment, handling time and status giving insights into agent workload and performance and help in identifying coaching opportunities.

Track and monitor agent work