Amazon Connect launches monitoring of contacts queued for callback

Amazon Connect now provides you with the ability to monitor which contacts are queued for callback. This feature enables you to search for contacts queued for callback and view additional details such as the customer’s phone number and duration of being queued within the Connect UI and APIs. You can now pro-actively route contacts to agents that are at risk of exceeding the callback timelines communicated to customers. Businesses can also identify customers that have already successfully connected with agents, and clear them from the callback queue to remove duplicative work.

This feature is available in all regions where Amazon Connect is offered. To learn more, please visit our documentation and our webpage.