Amazon Connect launches the ability to preferentially route contacts to specific agents within a queue
News
The article announces a new feature in Amazon Connect that allows preferential routing of contacts to specific agents within a queue.
Specifically, the article covers:
- The ability to set preferred agents for a contact and fallback to other routing criteria if they are unavailable
- Integration with custom business logic or machine learning models to match contacts with the most suitable agent
- Example use case of routing repeat contacts to the agent who previously handled the customer
- Availability of the feature in all AWS regions where Amazon Connect is offered
- Links to Amazon Connect documentation for more information
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