Amazon Connect launches improved wait time estimates

This article announces improved estimated wait time metrics for Amazon Connect queues, enabling contact centers to better manage customer expectations and optimize routing decisions.

• Delivers accurate wait time estimates for queues and enqueued contacts
• Enables callback options when hold times are extended
• Supports intelligent routing across multiple queues based on availability
• Integrates with routing criteria and agent proficiency configurations
• Provides enhanced visibility for resource planning and workload balancing
• Available in all AWS regions where Amazon Connect is offered

In summary, Amazon Connect's improved wait time estimates help contact centers reduce customer frustration through smarter routing and proactive communication options.