Amazon Connect agents can now manually assign themselves Tasks, Emails, and Chats

Amazon Connect now allows contact center agents to manually assign and prioritize Tasks, Emails, and Chats in their queue, enhancing agent flexibility and customer service efficiency.

• Agents can search for and assign themselves pending tickets related to specific customer inquiries
• Supervisors can enable manual assignment by updating agent configuration in routing and security profiles
• A new worklist application in the agent workspace facilitates manual task assignment
• Feature is available in all commercial Amazon Connect regions

This update provides agents with more control over their workflow, allowing them to quickly address and resolve customer issues by manually selecting the most urgent items in their queue.