
Amazon Connect now allows routing profiles to exclude outbound calls from agent routing order, ensuring agents maintain their position in line for inbound contacts while meeting outbound call goals.


<div><p>This article announces that Amazon Connect now allows contact center managers to exclude outbound calls from agent routing order calculations.</p><ul><li>Outbound call activity no longer affects agent position in inbound call queue</li><li>Agents maintain their place in line while handling outbound commitments</li><li>Ensures fair distribution of inbound contacts to all agents</li><li>Helps agents meet outbound call goals without queue penalties</li><li>Available in all AWS regions where Amazon Connect operates</li></ul><p>This routing enhancement helps contact centers balance outbound and inbound workloads more fairly for agents.</p></div>


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