Amazon Connect Customer allows interrupting agents for urgent contacts
Amazon Connect Customer now supports interrupting agents for urgent contacts, overriding standard routing to allow callbacks or specific assignments. This feature enhances agent efficiency by enabling immediate attention to critical communications, even when agents are busy or in a custom status. It is available in all regions where Amazon Connect Customer is offered and requires no prerequisites beyond standard configuration.
- →Interrupt agents for urgent contacts
- →Availability and documentation
Features (1) ›
- Interrupt agents for urgent contacts
Amazon Connect Customer now supports interrupting agents with urgent contacts, overriding usual routing to enable callbacks or specific assignments. This allows agents to receive critical communications immediately, even if they are on another call or in a custom status like 'Back Office Work'.
Notes (1) ›
- Availability and documentation
This feature is available in all AWS regions where Amazon Connect Customer is offered. Further details can be found in the Amazon Connect Customer Administrator Guide and the product website.
https://aws.amazon.com/about-aws/whats-new/2026/06/amazon-connect-interrupt-agent-with-urgent-contact/