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Hello,
Unfortunately, Amazon Connect does not have an out-of-the-box feature to automatically alert agents who are not in available state about waiting calls in their assigned queues.
Our team has already marked it as FeatureRequest and added to their backlog. However, we would not be able to provide an ETA regarding the release I would suggest keeping an eye on our News page/blog for future announcements :
In the meantime, try to implement the following workaround:
-> You can use the "Rules" features to generate an alert--either email or an EventBridge event would be most useful. https://docs.aws.amazon.com/connect/latest/adminguide/connect-rules.html
-> In the Analytics and Optimisation section, you can create real-time metric rules that monitor queue metrics, including the number of contacts in queue, oldest contact age, and available agents, triggering actions when specified conditions are met.
- Contacts in queue: Build rules that run when the number of contacts in a queue is a specified value.
- Oldest contact age: Build rules that run when the oldest contact in queue reaches a specified age.
- Agents available: Build rules that run when the number of agents available to handle contacts reaches a specified value.
If you select an email event, You can send email notifications to people in your organisation. This helps you to respond more expediently to potential issues in your contact center.
If you select an EventBridge event, You can set up automatic alerts by connecting EventBridge events to SNS topics, making it easy to get notifications wherever specific events occur.
-> You can create a custom CCP using streams js. In this custom CCP, you can use ‘GetCurrentMetricData’ API time to time for checking if there is any call waiting in the queue and notify agent based on the same.
Amazon Connect doesn't have an out-of-the-box feature that specifically alerts agents who are in After Call Work (ACW) or other non-available states about waiting calls in their queue.
However, there are a few approaches you could implement to address this need:
1. Real-time metrics reporting: You could create a real-time metrics report showing queue statistics (like calls waiting) and make this accessible to agents. This could be implemented by:
- Assigning agents a security profile that allows access to real-time reports for their queues
- Creating and publishing a report with the relevant queue statistics
- Adding this report as a third-party application tab in the agent workspace
2. Custom notification system: You could build a custom solution using Amazon Connect's APIs and real-time metrics to create notifications for agents. This might involve:
- Using the real-time metrics API to monitor queue status
- Creating a custom notification mechanism when calls are waiting
- Integrating this with the agent workspace
3. Wallboard solution: Implement a serverless contact center wallboard for Amazon Connect that displays queue metrics, including waiting calls. This would be visible to all agents regardless of their current state.
While these solutions require some configuration or development work, they can help ensure agents are aware of waiting calls even when they're in ACW or other non-available states.
