Amazon Connect now offers more options to queue with the preferred agents to increase the agent utilization or to actively route calls to the queue with the shortest wait time for the customers, using the new contact for system metrics. Contact Attribute is a data about the customer interaction and can be referred when there is a contact flow so to customize or personalize the interaction experience. The contact attributes can help the user to decide where to route the call based on the queue thresholds that have been defined.
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