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Increasing the Maximum time to answer in Connect

0

Hi everyone, We’re using Amazon Connect and have noticed that when a call is presented to an agent, the CCP rings for around 20 seconds before timing out. Our agents have asked if this can be increased because 20 seconds often isn’t enough time for them to answer due to other tasks they may be in the middle of.

I’ve checked the documentation but haven’t found a clear setting for this.

  • Is the ring timeout configurable anywhere (console, queue settings, agent profiles, or API)?
  • If not, has anyone found a workaround to extend the ringing period?
  • Any best practices for reducing missed contacts due to short ring time?

Appreciate any insights or suggestions!

Topics
Machine Learning & AIBusiness Applications
Tags
Amazon ConnectAmazon Connect Agent Workspace
Language
English

asked 9 months ago500 views

2 Answers
1

Hey,

Hope you're keeping well.

In Amazon Connect, the incoming call ring duration in the CCP is fixed at about 20 seconds and isn’t configurable through the UI, queue settings, agent profiles, or APIs. If agents frequently miss calls due to short ring time, the best approach is to adjust routing strategies so contacts are offered when agents are most likely to be free, or use features like auto-accept in the Agent Workspace to immediately connect calls without manual pickup. You can also monitor agent states via Real-time metrics and encourage agents to switch to Available only when ready to take calls. For reference, see [Amazon Connect CCP common issues](https://docs.aws.amazon.

Thanks and regards,
Taz

answered 9 months ago

0

The ring timeout in Amazon Connect Contact Control Panel (CCP) is fixed at approximately 20 seconds and cannot be modified through the console, queue configurations, agent profiles, or APIs. At present, there is no supported mechanism to extend this ringing duration. To reduce missed contacts, it is recommended to adopt operational workarounds, such as ensuring agents are available when contacts are offered, or optimizing queue routing strategies to improve call handling efficiency.

https://docs.aws.amazon.com/connect/latest/adminguide/common-ccp-issues.html

https://docs.aws.amazon.com/connect/latest/adminguide/troubleshooting.html

EXPERT

answered 9 months ago

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