Amazon Connect enhances hold duration tracking for multiparty calls
News
Amazon Connect introduces a new feature for tracking hold duration in multiparty calls, providing enhanced insights for contact center managers.
- New "Agent Initiated Hold Duration" field added to contact records
- Enables tracking of hold times for individual agents
- Improves agent performance management
- Helps optimize customer experience by analyzing hold patterns
- Supports more informed workforce management and training decisions
The feature is available across all AWS regions where Amazon Connect is supported, offering deeper visibility into call handling processes.
The AWS News Feed is currently looking for gold sponsors. If you want to support the AWS community and reach a large audience of AWS professionals, consider sponsoring the AWS News Feed.
Related articles
The AWS News Feed is currently looking for silver sponsors. If you want to support the AWS community and reach a large audience of AWS professionals, consider sponsoring the AWS News Feed.