Jump to content

Amazon Connect now enables agents to handle voice calls, chats, and tasks concurrently


Recommended Posts

Amazon Connect now supports the ability to concurrently offer agents contacts across multiple channels, including voice, chat, and tasks. Now contact center managers can configure an agent’s routing profile to receive contacts from multiple channels at the same time. For example, an agent currently handling a chat could be offered a voice call from a high-priority queue when other agents aren't available. Contact center managers can also choose which channels cannot be interrupted. For example, they can allow chats to be interrupted by a phone call, but then prevent offering any further contacts until the agent completes that phone call.

View the full article

Link to comment
Share on other sites

Join the conversation

You can post now and register later. If you have an account, sign in now to post with your account.

Guest
Reply to this topic...

×   Pasted as rich text.   Paste as plain text instead

  Only 75 emoji are allowed.

×   Your link has been automatically embedded.   Display as a link instead

×   Your previous content has been restored.   Clear editor

×   You cannot paste images directly. Upload or insert images from URL.

×
×
  • Create New...