Amazon Connect now publishes post-contact completion events to Contact Event Stream
News
Amazon Connect has introduced a new contact completion event in the Contact Event Stream through Amazon EventBridge, providing real-time insights into the full conclusion of customer interactions.
- Publishes an event when a contact is fully completed, including after-contact work (ACW)
- Enables full-lifecycle visibility into customer and agent interactions
- Allows for automated downstream actions, such as creating follow-up tickets
- Available in all AWS regions where Amazon Connect is supported
- No additional Amazon Connect charges, though EventBridge usage may incur costs
This feature enhances contact center responsiveness by providing precise, real-time signals for system synchronization and workflow automation.
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