Amazon Connect Customer supports manual assignment of queued agent-first callbacks

Amazon Connect Customer now lets agents view and self-assign queued agent-first callbacks alongside emails, tasks, and chats.

• Agents can prioritize callbacks requiring immediate follow-up or where they have relevant context
• Reduces customer handoffs by allowing familiar agents to self-assign callbacks
• Helps resolve issues faster through continuity of agent knowledge
• Available in all AWS Regions where Amazon Connect Customer is available

This manual assignment capability improves agent efficiency and customer experience by enabling agents to take ownership of callbacks they're best positioned to handle.