How can I limit case visibility for agents in Amazon Connect?

You can limit case visibility for agents in Amazon Connect by implementing hierarchy-based access control. This approach allows you to restrict which agents can see specific cases based on their position in your organizational hierarchy.

To set up hierarchy-based access control:

1. Log in to the Amazon Connect admin website with an Admin account or a security profile that has the necessary permissions.
2. Edit the security profile of the agents whose case visibility you want to restrict.
3. Under Resources > Users, enable hierarchy-based access control.
4. Choose either "Assigned user hierarchy" (restricts access based on the agent's own hierarchy) or "Custom user hierarchy" (allows you to specify which hierarchies the agent can access).
5. Ensure you grant the appropriate permissions for viewing cases and related resources.

This approach will help you control which cases agents can see without requiring them to apply filters each time. You can organize your agents into hierarchical groups that align with your business needs, such as by team, department, or line of business.

Additionally, for case management, you can use case ownership features to help organize and track cases more effectively. Cases can be assigned to specific agents or queues, which can help with organizing the case workload and visibility.

Regarding case storage, Amazon Connect Cases does retain cases, and the number will continue to grow over time. To manage this growth, you should consider implementing a case archiving or deletion strategy as part of your operational procedures to maintain system performance and ensure agents only see relevant, active cases.
Sources
Apply hierarchy-based access control in Amazon Connect - Amazon Connect
Apply hierarchy-based access control to dashboards and reports in Amazon Connect - Amazon Connect
Set up a case assignment in Amazon Connect Cases - Amazon Connect