Amazon Connect launches an API for real-time position in queue
News
Amazon Connect has launched a new API that provides real-time position in queue information for contact centers, offering several key benefits:
- Returns customer's exact position in queue in real-time
- Helps businesses estimate and communicate wait times
- Enables proactive callback offerings during long wait periods
- Supports improved routing decisions between primary and alternative queues
- Generates metrics based on routing criteria and agent proficiencies
This feature is available across all AWS regions where Amazon Connect is offered, helping contact centers enhance customer experience and reduce queue abandonment.
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
Aug 9
2024
2024
Amazon Connect now provides an API to update routing criteria on a queued contact
Nov 21
2025
2025
Amazon Connect launches monitoring of contacts queued for callback
Jul 1
2024
2024
Amazon Connect launches the ability to preferentially route contacts to specific agents within a queue
Feb 13
2026
2026
Amazon Connect now provides real time AI-powered overviews and recommended next actions for Tasks
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.