Amazon Connect launches an API for real-time position in queue
Amazon Connect now provides a new API that returns real-time position in queue, enabling businesses to better estimate wait time. This new API helps contact centers manage customer expectations and offer timely alternatives like callbacks during long wait periods. Using this data, contact centers can make informed routing decisions between primary and alternative queues while optimizing resource allocation through improved queue visibility. This metric is also generated for contacts using a routing criteria and agent proficiencies. For example, customers in slow-moving queues can be proactively offered callbacks, improving their experience while reducing queue abandonment.
This feature is available in all AWS regions where Amazon Connect is offered. To learn more about position in queue, see the Amazon Connect Administrator Guide. To learn more about Amazon Connect, the AWS cloud-based contact center, please visit the Amazon Connect website.