Amazon Connect : whats their place In queue metric for the caller in line
I have a customer who we want to tell their caller what their place in queue is. Do AWS has a native metric to do that. Customer can currently can get to say how many callers there are in queue but not their place in queue do you know if this is on connect.road map to give a place in queue metric we can use instead of just contact in queue metric? Customer found a solution online https://blog.jandey.com/amazon-connect-customer-queue-position/ . Are there any artifacts or blogs on aws connect with the solution
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There's nothing build in and what you linked is the most straight forward way to do this, but is not perfect. I strongly discourage customer to play position in queue or expected wait time. This sets a wrong expectation that can easily be missed. Consider a network glitch and half your agent log off. Being 10th in queue with 10 agents logged in and 2nd in queue with 1 agent logged in are completely different experiences.
david
Customer has already implement EWT for the amazon connect and would like to add PIQ. Do you know if we have any PFR created for position in queue functionality.
Thanks, Karthik
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