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Amazon Connect launches after contact work timeout configuration for tasks, chats, and emails

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This article announces Amazon Connect's new after contact work (ACW) timeout configuration feature for multiple communication channels.

  • Agents can now configure ACW timeouts for chat, tasks, emails, and callbacks
  • ACW timeouts automatically return agents to ready state after specified duration
  • Channel-level configuration allows different timeout settings per communication type
  • Enables optimization, such as shorter timeouts for emails, longer for voice calls
  • Available in all AWS regions where Amazon Connect is offered

This feature helps contact centers improve agent efficiency by controlling time spent on after-contact work activities across different communication channels.

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