Amazon Connect now provides enhancements to audio treatment while customers wait in queue

Amazon Connect has introduced a new enhancement to its queue management feature, allowing more flexible audio treatment and routing while customers wait.

• New capability to execute routing logic without interrupting audio playback
• Ability to periodically check metrics while customers listen to music or instructions
• Can transfer customers to different queues or offer callbacks without audio interruption
• Enhancement applies to the Loop prompts block
• Available in all AWS regions where Amazon Connect is offered

This update improves customer experience by enabling more dynamic queue management without disrupting the waiting experience.