Amazon Connect adds default Step-by-Step Guides for After Contact Work
News
This article announces that Amazon Connect now supports Default Guides for After Contact Work (ACW), automatically launching Step-by-Step Guides when agents enter the ACW state.
- Automatically launches Step-by-Step Guides during After Contact Work without manual intervention
- Standardizes post-contact workflows across contact centers
- Guides agents through required wrap-up tasks like disposition codes and case updates
- Reduces handle time and improves agent productivity
- Eliminates manual navigation to applications during ACW
- Available in 11 AWS regions including US, Canada, Asia Pacific, Europe, and GovCloud
This feature helps contact centers improve consistency, reduce errors, and accelerate agent productivity by automating post-contact workflows.
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