
Amazon Connect Cases now enables agents and managers to assign cases to queues or individual agents, improving efficiency and reducing resolution time by clearly tracking case activities and ownership.


<div><p>This article announces case assignment capabilities for Amazon Connect Cases, enabling agents and managers to assign cases to queues or individual agents for more efficient resolution.</p><ul><li>Agents can view and filter cases assigned to their queue</li><li>Managers can directly assign cases to individual agents</li><li>Reduces time to resolve customer issues through clear ownership tracking</li><li>Administrators can add assignment fields to case templates</li><li>Case assignment available via routing profiles and Connect flows</li><li>Available in seven AWS regions including US, Asia Pacific, Canada, and Europe</li></ul><p>In summary, Amazon Connect Cases now streamlines case management by enabling flexible assignment to queues or agents, improving support team efficiency and customer issue resolution.</p></div>


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