SourceAmazon Connect Customer supports manual assignment of queued agent-first callbacks
Amazon Connect Customer now allows agents to view and self-assign queued agent-first callbacks. This feature enables agents to manually select tasks they are best equipped to handle.
Why it matters
By reducing handoffs between different staff members, customers may experience faster issue resolution.
The details
- Callbacks appear alongside emails, tasks, and chats in the system.
- The feature is available across all AWS Regions supporting Amazon Connect Customer.
- Agents can prioritize work based on immediate need or existing customer context.
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In this article
Key connections
AWS owns Amazon Connect Customer
AWS operates and offers Amazon Connect Customer.
Amazon Connect Customer uses Queued Callbacks
Amazon Connect Customer supports manual assignment and management of queued agent-first callbacks.
Amazon Connect Customer uses Agent-First Callbacks
Amazon Connect Customer enables agents to view and self-assign agent-first callbacks.
Related events
Aug 12, 2026•19d ago
•Feature ReleaseAmazon Connect Customer Introduces Manual Assignment for Queued Callbacks
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