Amazon Connect adds granular capacity limits for tasks and emails
Amazon Connect now allows contact center managers to set specific capacity limits for different types of Tasks and Emails. This enhances flexibility, moving beyond channel-level concurrency settings to enable tailored rules based on contact complexity, priority, or business function. Managers can configure agents to handle varying workloads, such as multiple simple tasks or a single complex one. This feature is available in all AWS commercial and AWS GovCloud (US-West) regions where Amazon Connect is offered.
Features (1) ›
- Granular capacity limits for tasks and emails
Amazon Connect now enables contact center managers to set specific capacity limits for different types of Task and Email contacts. This allows for classifying workload types based on complexity, priority, or business function, each with its own concurrency and interruption rules.
https://aws.amazon.com/about-aws/whats-new/2026/09/amazon-connect-capacity-limits/
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