Amazon Connect now supports excluding outbound calls in deciding agent routing order
Amazon Connect now provides you the ability to configure routing profiles to exclude all outbound call activity from setting the order in which inbound contacts are assigned to agents. Contact center managers can use this configuration to ensure that agents maintain their position in line to receive inbound calls and do not move to the bottom of the list when honoring their outbound call commitments. As a result, agents will continue to meet their outbound call goals while also receiving a fair share of inbound contacts.
Amazon Connect now provides you the ability to configure routing profiles to exclude all outbound call activity from setting the order in which inbound contacts are assigned to agents. Contact center managers can use this configuration to ensure that agents maintain their position in line to receive inbound calls and do not move to the bottom of the list when honoring their outbound call commitments. As a result, agents will continue to meet their outbound call goals while also receiving a fair share of inbound contacts.
This feature is available in all AWS regions where Amazon Connect is offered. To learn more about Amazon Connect, the AWS cloud-based contact center, please visit the Amazon Connect website.