Amazon Connect: Position in queue metric for prioritisation

While Amazon Connect doesn't provide a direct way to view the priority order of all callers in a queue, there are several approaches you can consider to test and validate your queue prioritization:

1. Use the UpdateContactRoutingData API: This recently launched API allows you to programmatically update the priority of contacts in a queue. You could use this API in combination with a custom monitoring dashboard to track and verify the priority of contacts.

2. Leverage the Change routing priority / age flow block: This block in your contact flow allows you to adjust a contact's position in the queue by either setting a priority or adjusting their time in the queue. You can use this to test different prioritization scenarios.

3. Utilize contact attributes: You can set contact attributes in your flow to store information about the caller's intent and priority. Then, use these attributes in combination with the Get queue metrics block to make routing decisions based on the number of contacts in a queue and their priorities.

4. Implement a custom solution: As you suggested, you could use AWS Lambda in conjunction with contact attributes to control queue priority. This approach would involve storing priority information in contact attributes and using Lambda to manage and update these priorities.

5. Use Amazon Connect Streams: This JavaScript library allows you to build custom agent user interfaces. You could potentially use it to create a custom view of queue information, including priorities.

6. Analyze contact trace records (CTRs): After calls are completed, you can analyze the CTRs to verify if contacts were handled in the expected priority order.

While these methods don't provide a real-time view of all contacts in a queue with their priorities, they can help you test and validate that your prioritization logic is working as expected. Remember that queue metrics and prioritization changes may take a short time to take effect, so factor this into your testing approach.

For a more comprehensive solution, you might consider building a custom monitoring system using AWS services like Kinesis or EventBridge, as you mentioned. This would involve capturing events from Amazon Connect, processing them with Lambda, and storing the results in a database for querying and visualization.

Sources
Amazon Connect launches new API to update contact priority
Flow block in Amazon Connect: Change routing priority / age - Amazon Connect
Use attributes in Amazon Connect to route based on number of contacts in a queue - Amazon Connect
UpdateContactRoutingData - Amazon Connect