
Amazon Connect now enables monitoring and management of contacts queued for callback, allowing you to search, view details, and proactively route contacts to prevent exceeding promised callback timelines.


<div><p>This article announces a new monitoring feature in Amazon Connect that tracks contacts queued for callback.</p><ul><li>Search for contacts queued for callback within Connect UI and APIs</li><li>View customer phone numbers and queue duration details</li><li>Proactively route at-risk contacts to prevent callback timeline breaches</li><li>Identify and remove successfully connected customers from callback queue</li><li>Available in all Amazon Connect regions</li></ul><p>Amazon Connect now enables businesses to better manage callback queues, reducing duplicate work and improving customer experience by preventing missed callback deadlines.</p></div>


Amazon Connect launches monitoring of contacts queued for callback

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