Amazon Connect Cases adds support for managing service level agreements on cases
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Amazon Connect Cases now supports service level agreement (SLA) management for contact centers, offering new capabilities to track and meet case handling commitments.
- Admins can set up SLA rules based on case attributes
- Configure target statuses and resolution times
- Agents and managers can view real-time SLA status in case list view
- Automatic case escalation or routing when SLAs are not met
- Example: Monitor high-priority cases for review within 4 hours and closure within 24 hours
The feature is available in multiple AWS regions across North America, Europe, and Asia Pacific, helping businesses improve their case management efficiency.
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