Manage cancelled callback to reduce agent handle time with Amazon Connect

This article describes a solution for managing cancelled callbacks in Amazon Connect contact centers to reduce agent handling time.

Specifically, the article covers:

• An overview of the callback management solution using Amazon Connect, AWS Lambda, Amazon DynamoDB, and Amazon Kinesis
• The solution architecture and workflow for handling pending, cancelled, and completed callbacks
• Prerequisites and steps to deploy the solution using AWS CloudFormation and AWS CDK
• Configuring and publishing the required Amazon Connect contact flows
• Validating the solution by testing callback cancellation scenarios
• Cleaning up deployed resources to avoid future charges