Amazon Connect now provides an API to programmatically change the current status of an agent. Agent statuses are used to determine when an agent is “Available” to be routed contacts in Connect, versus when they are set to “Offline” or a custom status such as “Lunch” or “Break” and should not be routed contacts. Using this API, businesses can now build custom dashboards for contact center managers to change an agents’ current status, for example if an agent has forgotten to change their status to “Offline” when they are done handling contacts for the day. Previously, this functionality was available only via the Amazon Connect Real Time Metrics page.

Categories: AWS